Types of Communication
What is communication?
Did you know that you communicate even when you're not talking? Not only that, you communicate more through your body language than by what you actually say.
This section looks at communication from many different angles. You will begin by exploring verbal communication, such as how we express ourselves with words. You will also explore non-verbal communication, how we communicate using facial expressions, gestures, and body language. Next, you will learn about all the elements needed to effectively send and receive messages, including using 'I' statements and active listening.
In this lesson, you will:It is impossible for humans not to communicate. Even when we are not speaking, we are still communicating through our body language. We spend about 75% of our days communicating in some way: about 9% is spent writing, 16% reading, 30% talking, and 45% listening. Effective communication is one of the most important skills that people need in their personal lives and in their work lives. This lesson will explore how we communicate verbally, using spoken and written words, as well as nonverbally, through our body language.
This section looks at communication from many different angles. You will begin by exploring verbal communication, such as how we express ourselves with words. You will also explore non-verbal communication, how we communicate using facial expressions, gestures, and body language. Next, you will learn about all the elements needed to effectively send and receive messages, including using 'I' statements and active listening.
In this lesson, you will:It is impossible for humans not to communicate. Even when we are not speaking, we are still communicating through our body language. We spend about 75% of our days communicating in some way: about 9% is spent writing, 16% reading, 30% talking, and 45% listening. Effective communication is one of the most important skills that people need in their personal lives and in their work lives. This lesson will explore how we communicate verbally, using spoken and written words, as well as nonverbally, through our body language.
- understand the difference between verbal and non-verbal communication.
- identify the gestures and meanings behind non-verbal communication.
- reflect on your own communication style.
What is communication?
Do you think communicating with another person is simple? Think again! Communicating is one of the most complicated things that we do. Communication is a means of interacting and relating to others, as well as exchanging information. The purpose of communication is to understand and to be understood. Communication involves expressing our thoughts, ideas, and feelings, including what we say and what we don't say. Our non-verbal communication or body language - gestures and facial expressions - speaks volumes.
Communication Test
Download this document and answer the questions honestly. Think about how you communicate in two different but specific situations such as with a family member, a friend, a colleague, or teacher. This will give you an accurate picture of how you communicate in multiple situations. There is no right or wrong answer in this test!
(This is not to be handed in for marking)
(This is not to be handed in for marking)
Verbal Communication
Have you ever read a poem or a story that deeply moved you? Or, have you ever told a joke to a group of friends that totally bombed? If either of these scenarios rings a bell, then you already know something about verbal communication.
Verbal communication is how we express ourselves in words, both spoken and written. Spoken language includes enunciation, pauses, stutters, emphasis, and word choice. Spoken language can occur in face-to-face encounters, by telephone, by voicemail, on television, by web conferencing, or on radio.
Written language is communication using the written word. This form of verbal communication includes letters, hand-written notes, emails, text/instant messaging, MSN, faxes, books, newspapers, magazines, and signs.
Verbal communication is how we express ourselves in words, both spoken and written. Spoken language includes enunciation, pauses, stutters, emphasis, and word choice. Spoken language can occur in face-to-face encounters, by telephone, by voicemail, on television, by web conferencing, or on radio.
Written language is communication using the written word. This form of verbal communication includes letters, hand-written notes, emails, text/instant messaging, MSN, faxes, books, newspapers, magazines, and signs.
- Click here to investigate word emphasis
Email misCommunication
Most of us have done it . . . written an email that's meant to be a joke or pressed 'send' only to realize your message could be misinterpreted as critical rather than comical. Or maybe you've received an email and you couldn't figure out the meaning behind the message. When it comes to email, what you intend to say isn't always what is actually heard. In a recent study from New York University and the University of Chicago, researchers found out some interesting things about how people communicate by email.
Thirty pairs of university students were given a list of statements about topics such as food and the weather. Using either a serious or sarcastic tone, one member in each pair emailed the statement to his or her partner. The partners then guessed the intended tone and indicated how confident they were in their answers.
Those who sent the messages predicted that almost 80 percent of the time their partners would correctly interpret the tone of the email. In fact, the recipients got it right just over 50 percent of the time. When the same message was voice recorded, the receivers of the voice message correctly interpreted the tone over 90 percent of the time.
The study clearly showed that people are better at communicating and interpreting tone in vocal messages than in text-based ones.
What can you do to avoid email miscommunication?
Thirty pairs of university students were given a list of statements about topics such as food and the weather. Using either a serious or sarcastic tone, one member in each pair emailed the statement to his or her partner. The partners then guessed the intended tone and indicated how confident they were in their answers.
Those who sent the messages predicted that almost 80 percent of the time their partners would correctly interpret the tone of the email. In fact, the recipients got it right just over 50 percent of the time. When the same message was voice recorded, the receivers of the voice message correctly interpreted the tone over 90 percent of the time.
The study clearly showed that people are better at communicating and interpreting tone in vocal messages than in text-based ones.
What can you do to avoid email miscommunication?
- Take your time to compose an email properly.
- Think about the words you're writing from the recipient's perspective.
- If you think your email might be misconstrued, first read it out loud and then make any changes needed to clarify your message.
- If the subject of your communication is sensitive, you might be better to talk by phone or meet in person to convey your message.
- Click here to investigate email practices.
- Click here to investigate how to improve emails.
Non-verbal communication
Non-verbal communication is communication without words. That's why it's often called body language. It includes facial expressions, gestures, body movements, posture, eye contact, and tone of voice.
A University of California, Los Angeles (UCLA) study showed that more than 90 percent of communication between people is non-verbal. This pie chart shows the small role that verbal communication - or the words that are spoken - plays in a typical conversation.
When it comes to communication, it's clear that the non-verbal "rules." So let's take a closer look at some common body language cues.
Facial Expressions:
You've probably heard the saying, "It was written all over her face." The most obvious indicator of our emotions is our facial expressions. By observing a smile, laughter, tears, a frown, or even the level of eye contact, you can tell much about how a person is feeling.
Voice Quality:
While word choice determines factual information, voice quality, or tone of voice, expresses how we truly feel. Just by listening to the way words are spoken, we can distinguish between boredom, sarcasm, annoyance, humour, fear, and excitement. Voice quality includes:
Our appearance creates an impression. The clothes and jewellry we wear, the colours we choose, as well as the piercings and/or tattoos we have all communicate a message about who we are. Our appearance also communicates what we value.
Personal Space:
The distance a person maintains between him or herself and others varies with the nature of the activity and the emotion involved. For example, we keep close proximity if we are affectionate or angry, and maintain distance if we are afraid or have a dislike. Culture also determines personal space: people from some cultures stand very close to one another while people from others keep more of a distance. In North America, we tend to keep each other at arms length.
Putting It Together
Body language, like verbal communication, can be misinterpreted. You might see someone stomping their foot and think they must be angry. But maybe they're just trying to get mud off their shoe! Or someone could have their arms crossed, which might look like they're mad at you, but maybe they're just cold. You can't focus upon just one non-verbal signal and think you're interpreting effectively. You need to look at the whole package of both verbal and non-verbal cues to better understand what's being communicated.
Social scientists have studied a number of non-verbal gestures that often occur in clusters or groups. While one gesture alone may not mean much, when there's a cluster a feeling or attitude is often projected.
A University of California, Los Angeles (UCLA) study showed that more than 90 percent of communication between people is non-verbal. This pie chart shows the small role that verbal communication - or the words that are spoken - plays in a typical conversation.
When it comes to communication, it's clear that the non-verbal "rules." So let's take a closer look at some common body language cues.
Facial Expressions:
You've probably heard the saying, "It was written all over her face." The most obvious indicator of our emotions is our facial expressions. By observing a smile, laughter, tears, a frown, or even the level of eye contact, you can tell much about how a person is feeling.
Voice Quality:
While word choice determines factual information, voice quality, or tone of voice, expresses how we truly feel. Just by listening to the way words are spoken, we can distinguish between boredom, sarcasm, annoyance, humour, fear, and excitement. Voice quality includes:
- rate of speed: how quickly or slowly we speak
- pitch: how high or low our voices sound
- volume: how loudly we speak
Our appearance creates an impression. The clothes and jewellry we wear, the colours we choose, as well as the piercings and/or tattoos we have all communicate a message about who we are. Our appearance also communicates what we value.
Personal Space:
The distance a person maintains between him or herself and others varies with the nature of the activity and the emotion involved. For example, we keep close proximity if we are affectionate or angry, and maintain distance if we are afraid or have a dislike. Culture also determines personal space: people from some cultures stand very close to one another while people from others keep more of a distance. In North America, we tend to keep each other at arms length.
Putting It Together
Body language, like verbal communication, can be misinterpreted. You might see someone stomping their foot and think they must be angry. But maybe they're just trying to get mud off their shoe! Or someone could have their arms crossed, which might look like they're mad at you, but maybe they're just cold. You can't focus upon just one non-verbal signal and think you're interpreting effectively. You need to look at the whole package of both verbal and non-verbal cues to better understand what's being communicated.
Social scientists have studied a number of non-verbal gestures that often occur in clusters or groups. While one gesture alone may not mean much, when there's a cluster a feeling or attitude is often projected.
Body Language around the World
What is one gesture that means the same all over the world and is used by people in the remote Amazon jungle as well as on the busy streets of Manhattan? The smile! However, the smile may be the one and only gesture that can be understood worldwide. Body language varies from culture to culture and even from region to region in some countries.
Culture plays a big part in how we communicate. Non-verbal cues that are appropriate at home can have a very different meaning when travelling in other parts of the world. An innocent non-verbal gesture may be insulting to people in other cultures! According to Richard Axtell in his book, The Dos and Taboos of Body Language Around the World, it might be a good idea to research the culture of the country you're travelling to, so you won’t make a body language mistake. Here are just a few examples that Axtell outlines in his book:
Proximity
Click here to investigate body image
Culture plays a big part in how we communicate. Non-verbal cues that are appropriate at home can have a very different meaning when travelling in other parts of the world. An innocent non-verbal gesture may be insulting to people in other cultures! According to Richard Axtell in his book, The Dos and Taboos of Body Language Around the World, it might be a good idea to research the culture of the country you're travelling to, so you won’t make a body language mistake. Here are just a few examples that Axtell outlines in his book:
Proximity
- North Americans stand approximately an arms length away.
- Asians, especially Japanese, stand even further apart.
- Latin Americans and Middle Easterners stand closer - toe to toe.
- This means hitch hiking, good luck, or great in North America.
- This is an insult in Australia and Nigeria.
- This means number 'one' in Germany and the number 'five' in Japan.
- A hand in the pocket is disrespectful in Japan, France, Belgium, and Turkey.
- Direct eye contact is considered positive for most North Americans.
- Arabic cultures make prolonged eye contact.
- In Japanese, Latin American, Caribbean and some Aboriginal cultures, people avoid eye contact to show respect, particularly for a person in authority.
- People from France kiss on both cheeks.
- In Brazil you kiss someone you have just met three times.
Click here to investigate body image
The Powers of Observation
“A picture is worth a thousand words,” is a commonly heard expression. Just as an illustration or a piece of artwork can tell a story, so too can a person’s facial expressions. What a person is thinking and feeling can oftentimes be seen on their faces. They do not need to say anything to communicate their inner most thoughts.
Instructions: You may choose Option A or Option B for this assignment. Do NOT complete both. (18 marks)
Option A: A Thousand Words
Look at the two scenes provided in this document. Examine the facial expressions and body language of each of the people. Now, imagine a story that is going on behind each scene.
Select one of the scenes that you find more interesting. Using the template provided:
Describing Your Tale
Instructions: Be sure to respond in complete sentences. (9 marks)
Based on the facial expression, what happened to the person? How can you tell? (2 marks)
What emotion(s) is he/she feeling? How can you tell? (2 marks)
How do others respond to the facial expression? How can you tell? (2 marks)
Does the facial expression match the thoughts and feelings of the person? Explain your response with at least two points. (3 marks)
Paragraph Response
Instructions: In a paragraph of approximately 150 words, explain what you think non-verbal communication reveals about people? Make at least three points about what non-verbal communication reveals. (9 marks)
Option B: Observing Non-Verbal CommunicationPeople Watching
People watching can be a fascinating activity. What we observe without hearing what the people are saying can reveal so much about them. When we watch their body language and facial expressions, we can tell if the person is happy, sad, angry, in a rush, relaxed, and so much more.
Instructions: Visit one of your favourite restaurants, cafés, or other places to people watch. While there, take note of a group of people and their non-verbal communication. Are the people smiling, laughing, and/or talking? How closely are the people sitting together? Is anyone waiting for someone to arrive or to leave? What else do you notice? Record your observation notes in this template.
Describing Your Scene
Instructions: Answer the following questions based on your observation. Be sure to respond in complete sentences. (9 marks)
Instructions: In a paragraph of approximately 150 words, explain what you think non-verbal communication reveals about people? Make at least three points about what non-verbal communication reveals. (9 marks)
Click here to review paragraph structure
“A picture is worth a thousand words,” is a commonly heard expression. Just as an illustration or a piece of artwork can tell a story, so too can a person’s facial expressions. What a person is thinking and feeling can oftentimes be seen on their faces. They do not need to say anything to communicate their inner most thoughts.
Instructions: You may choose Option A or Option B for this assignment. Do NOT complete both. (18 marks)
Option A: A Thousand Words
Look at the two scenes provided in this document. Examine the facial expressions and body language of each of the people. Now, imagine a story that is going on behind each scene.
Select one of the scenes that you find more interesting. Using the template provided:
Describing Your Tale
Instructions: Be sure to respond in complete sentences. (9 marks)
Based on the facial expression, what happened to the person? How can you tell? (2 marks)
What emotion(s) is he/she feeling? How can you tell? (2 marks)
How do others respond to the facial expression? How can you tell? (2 marks)
Does the facial expression match the thoughts and feelings of the person? Explain your response with at least two points. (3 marks)
Paragraph Response
Instructions: In a paragraph of approximately 150 words, explain what you think non-verbal communication reveals about people? Make at least three points about what non-verbal communication reveals. (9 marks)
Option B: Observing Non-Verbal CommunicationPeople Watching
People watching can be a fascinating activity. What we observe without hearing what the people are saying can reveal so much about them. When we watch their body language and facial expressions, we can tell if the person is happy, sad, angry, in a rush, relaxed, and so much more.
Instructions: Visit one of your favourite restaurants, cafés, or other places to people watch. While there, take note of a group of people and their non-verbal communication. Are the people smiling, laughing, and/or talking? How closely are the people sitting together? Is anyone waiting for someone to arrive or to leave? What else do you notice? Record your observation notes in this template.
Describing Your Scene
Instructions: Answer the following questions based on your observation. Be sure to respond in complete sentences. (9 marks)
- Describe the situation. Where did you go? Who did you observe? How long did you observe the situation? (3 marks)
- What non-verbal communication cues did you notice? State a minimum of three communication cues. (3 marks)
- Did the group have a similar non-verbal communication style or did one or two people have a different style? For example, did one person use hand gestures more noticeably than the other members of the group? (2 marks)
- What do you think was the relationship between the people in the group? For example, are they friends, family members, team members, business acquaintances, or other? How can you tell? (1 mark)
Instructions: In a paragraph of approximately 150 words, explain what you think non-verbal communication reveals about people? Make at least three points about what non-verbal communication reveals. (9 marks)
Click here to review paragraph structure
Effective Communication
The Powers of Observation
In this lesson, you will:
We hear only half of what is said to us, understand only half of that, believe only half of that, and remember only half of that.If this statement is even partially true, it doesn't bode well for effective communication. This lesson will first explore the basics required for effective communication including receiving and sending messages. The lesson will then look at factors that influence communication in the family.
Carefully review the following cartoon. Reflect on it as you continue in this lesson.
- learn how to effectively send and receive messages.
- practise active listening.
- understand what comprises assertive communication, including using "I" statements.
- consider the factors required for effective family communication.
We hear only half of what is said to us, understand only half of that, believe only half of that, and remember only half of that.If this statement is even partially true, it doesn't bode well for effective communication. This lesson will first explore the basics required for effective communication including receiving and sending messages. The lesson will then look at factors that influence communication in the family.
Carefully review the following cartoon. Reflect on it as you continue in this lesson.
Receiving Messages
Effective communication occurs when the sender of the message and the receiver of the message arrive at the same meaning. The ability to communicate effectively requires learning, practice, courage, and patience. Let's take a look at what's required to effectively receive a message.
Did You Hear What I Said?
When someone is talking to you, does your mind often wander? Do you doodle, look out the window, or send a text message? Do you sometimes interrupt speakers or finish their sentences for them? Listening is an important part of the communication process. We learn how to read, write, and speak, but have you ever taken a course in listening?
Active listening
Active listening is a way of listening and responding to another person so that the message is fully understood. What can you do to be an active listener? Read on!
Even if you don't agree with what the speaker is saying, it is important that they know they have been heard and that you understand what they have said. Use nods and "uh-huhs" and comments that show you have heard what they said.
Paraphrase
When the speaker has finished talking, repeat in your own words what the speaker said so they know they have been understood. Example: "Sounds like you've tried everything to solve the problem, and you don't know what to do next."
Clarify
Ask questions to get more information, especially if you're not exactly clear what the person is trying to say. Example: "What did you mean when you said..." or "If I understand, you feel that..."
As you can see, it takes much concentration and determination to be an active listener. But if you are deliberate when you are listening, you will truly hear what the other person is saying and greatly enhance effective communication.
Click here to investigate active listening
Did You Hear What I Said?
When someone is talking to you, does your mind often wander? Do you doodle, look out the window, or send a text message? Do you sometimes interrupt speakers or finish their sentences for them? Listening is an important part of the communication process. We learn how to read, write, and speak, but have you ever taken a course in listening?
Active listening
Active listening is a way of listening and responding to another person so that the message is fully understood. What can you do to be an active listener? Read on!
- Empathize
Put yourself inside the speaker's thoughts and feelings in order to better understand what they are saying to you. Suspend your own judgment and position until you clearly understand the other's perspective. - Concentrate
If possible, eliminate distractions by turning off the TV or turning down the stereo. - Listen for feelings
Try to listen 'between the lines' to understand the attitudes, needs, and motives behind the words. Changes in volume and tone, as well as non-verbal clues such as facial expressions and gestures, can help you determine how the speaker is feeling. - Connect
Use 'listener friendly' body language: make eye contact, lean toward the speaker, and keep your body language and facial expressions open and interested.
Even if you don't agree with what the speaker is saying, it is important that they know they have been heard and that you understand what they have said. Use nods and "uh-huhs" and comments that show you have heard what they said.
Paraphrase
When the speaker has finished talking, repeat in your own words what the speaker said so they know they have been understood. Example: "Sounds like you've tried everything to solve the problem, and you don't know what to do next."
Clarify
Ask questions to get more information, especially if you're not exactly clear what the person is trying to say. Example: "What did you mean when you said..." or "If I understand, you feel that..."
As you can see, it takes much concentration and determination to be an active listener. But if you are deliberate when you are listening, you will truly hear what the other person is saying and greatly enhance effective communication.
Click here to investigate active listening
Sending Messages
If half of communication is listening, the other half is speaking and expressing thoughts and feelings in a clear way. Sending effective messages includes both verbal communication (the words we use) and non-verbal communication (our body language).
Assertive Communication
Assertive communication means asking for what you want and expressing yourself clearly, firmly, and honestly. When you communicate assertively, you take responsibility for your thoughts and feelings and state your position with confidence. Assertiveness is not the same as aggressiveness. Aggressive behaviour is rude, hostile, and destructive. Assertiveness, on the other hand, is respectful - even when you are expressing negative emotions, you don't hurt others. When you communicate assertively, you express your needs, wants, thoughts, and feelings without guilt or apology. How do you do that? One of the best tools for assertive communication is using "I" statements.
"You" Statements
Imagine someone is saying the following statements to you. What kind of response bubbles up inside of you when you hear them?
You promised you'd be there and didn't show up.
You are so lazy; no wonder your room is such a mess.
You have to go to the store for me.
You are wrong, and I am right as usual.
You can't do that.
Did you feel attacked, ashamed, angry, or guilty? "You" statements create defensiveness and emotional resistance and shut down communication. In fact, "You" statements can promote conflict.
Assertive Communication
Assertive communication means asking for what you want and expressing yourself clearly, firmly, and honestly. When you communicate assertively, you take responsibility for your thoughts and feelings and state your position with confidence. Assertiveness is not the same as aggressiveness. Aggressive behaviour is rude, hostile, and destructive. Assertiveness, on the other hand, is respectful - even when you are expressing negative emotions, you don't hurt others. When you communicate assertively, you express your needs, wants, thoughts, and feelings without guilt or apology. How do you do that? One of the best tools for assertive communication is using "I" statements.
"You" Statements
Imagine someone is saying the following statements to you. What kind of response bubbles up inside of you when you hear them?
You promised you'd be there and didn't show up.
You are so lazy; no wonder your room is such a mess.
You have to go to the store for me.
You are wrong, and I am right as usual.
You can't do that.
Did you feel attacked, ashamed, angry, or guilty? "You" statements create defensiveness and emotional resistance and shut down communication. In fact, "You" statements can promote conflict.
"You" Statements
Examine the following graphic. Fill in the speech bubbles with one of the characters making a "You" statements and the other responding defensively.
- Download and print this file to complete.
"I" Statements
"I" statements, on the other hand, avoid destructive blaming, criticizing, ridiculing, and name-calling. The speaker just makes a statement expressing his or her feelings. "I" statements can help prevent conflict.
"I" statements include four parts:
I feel #2 when #3 because #4.
Examples:
I feel very scared when you leave me home alone at night because I worry someone might break into the house.
I feel angry when you interrupt me because it makes me feel what I have to say isn't important.
I feel happy when you say that you want to come camping with us because I love having our family together.
You can also reverse the order of the sentence.
When you don't do your own dishes, I feel angry because then I have to clean them.
When you talk to me while I'm on the phone, I feel annoyed because I have to try to listen to more than one person.
When you have dinner ready for me, I feel so relieved because I have time to relax after working all day.
Avoid disguised "You" Statements:
"I feel that you don't pull your weight around the house."
"I feel like you are lying to me."
Statements like this put the listener in defensive position.
Click here to investigate the "I" Statement
"I" statements include four parts:
- State "I feel".
- Name the emotion you feel.
- Name the event that evoked your feelings.
- Name the effect the event has on you.
I feel #2 when #3 because #4.
Examples:
I feel very scared when you leave me home alone at night because I worry someone might break into the house.
I feel angry when you interrupt me because it makes me feel what I have to say isn't important.
I feel happy when you say that you want to come camping with us because I love having our family together.
You can also reverse the order of the sentence.
When you don't do your own dishes, I feel angry because then I have to clean them.
When you talk to me while I'm on the phone, I feel annoyed because I have to try to listen to more than one person.
When you have dinner ready for me, I feel so relieved because I have time to relax after working all day.
Avoid disguised "You" Statements:
"I feel that you don't pull your weight around the house."
"I feel like you are lying to me."
Statements like this put the listener in defensive position.
Click here to investigate the "I" Statement
Walking the Talk
As you have learned, about 90% of our communication is non-verbal. In this scenario, what was the message behind the words? Do you think she really wanted to go out with him? She probably did not. She sent amixed message - her words didn't match her body language. When words say one thing and body language another, we tend to believe the body language. Congruence is when the words, tone of voice, and body language send the same message.
Do you sometimes feel you send mixed messages? If so, there are things you can do to improve congruence in your communication.
Do you sometimes feel you send mixed messages? If so, there are things you can do to improve congruence in your communication.
- Identify your body language patterns. Think about what your body is doing in different interactions with different people.
- Use a mirror to examine your facial expressions and posture.
- Pay attention to what your body does when you feel different emotions, such as anger, happiness, or nervousness.
- Determine if your body language is in synch with the message you want to convey. Be aware of your posture and tone of voice. For example, when you say "no", are you making eye contact and is the tone of your voice firm?
Family Communication
Effective communication is the cornerstone of strong families and is one of the factors that gets families through hard times. The following factors describe what constitutes ineffective family communication, and what constitutes effective family communication.
Ineffective Family Communication
Click here to reflect on communication.
Ineffective Family Communication
- criticizing
- using words such as always, never, or should
- blaming, dismissing, threatening, or exaggerating
- being silent as a form of punishment
- not validating a family member's feelings or experiences
- not apologizing
- entering into power struggles
- name calling
- having unreasonable expectations
- trying to change another family member
- conditional love
- providing unconditional love
- treating all family members with respect
- validating each family member's feelings and experiences
- using 'I' statements
- being active listeners
- having reasonable expectations of family members according to age and abilities
- encouraging
- empathizing
- using open-ended questions
- not entering into power struggles
- apologizing
- thinking before responding to an emotional situation
- accepting that each person in the family is different and allowing each person to be who he or she is
Click here to reflect on communication.
Communication in Action
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How To Negotiate With Your Parents
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Watch this video on how to convince your parents
After watching the video, outline a situation to which you want to convince your parents. Suggest when you are going to approach your parents. Outline what their objections might be and how you are going to counter these objections. State what your compromise position might be. Outline what concerns your parents might have and suggest whether these concerns are justified.
This assignment can be done in paragraph form (about 125 words) or you can record your conversation and submit it as an oral presentation.
Paragraph Marking Guide x 2 (12 marks)
After watching the video, outline a situation to which you want to convince your parents. Suggest when you are going to approach your parents. Outline what their objections might be and how you are going to counter these objections. State what your compromise position might be. Outline what concerns your parents might have and suggest whether these concerns are justified.
This assignment can be done in paragraph form (about 125 words) or you can record your conversation and submit it as an oral presentation.
Paragraph Marking Guide x 2 (12 marks)
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How To Have Better Communication Skills
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Watch this video on how to talk to people.
After watching the video, demonstrate a conversation where you use the tips below:
After watching the video, demonstrate a conversation where you use the tips below:
Paragraph Marking Guide x 2 (12 marks)
After watching the video, demonstrate a conversation where you use the tips below:
After watching the video, demonstrate a conversation where you use the tips below:
- Use open ended questions
- Active listening
- The Cocoon
- Engage with the other person
- Don't make assumptions
- Avoid antagonistic sentences
Paragraph Marking Guide x 2 (12 marks)
Effective Communication in Different Situations
In this lesson, you will:
It's important to know how to communicate appropriately - both verbally and non-verbally - for the various situations and people in our lives. This lesson will explore differences between formal and informal communication by looking at the school and work environments.
- consider communication in a variety of situations.
- learn the difference between formal and informal communication.
- evaluate verbal and non-verbal signals.
It's important to know how to communicate appropriately - both verbally and non-verbally - for the various situations and people in our lives. This lesson will explore differences between formal and informal communication by looking at the school and work environments.
Yo! or Hello?
Do you speak and behave the same way no matter if you're at work, school, or social gatherings? You probably do not. You most likely speak to your teachers and your supervisor (depending on where you work) in a more formal way compared to the way in which you speak to your friends. Formal communication has conventions that govern spoken and written words and body language. Formal communication shows respect. Informal communication is much more relaxed with fewer rules and conventions. What are some differences between formal and informal communication?
Informal Communication
Formal Communication
Complete this activity to determine how/if your communication changes depending on who you are talking to.
- usually used with friends and family
- contains shortened words, expressions, or phrases rather than sentences
- may have more relaxed manners
- contains slang words
- few or no restrictions on tone or volume of speech
- informal appearance
- relaxed body language
Formal Communication
- used in a work or possibly a school setting or a social situations with people you don't know
- proper way of speaking and writing (full words and sentences)
- good manners (please, thank you, excuse me)
- no slang words
- more formal tone and moderate volume of speech
- may have uniform or rules about clothing and jewellery at work or school
- more formal body language (posture, proximity, gestures)
Complete this activity to determine how/if your communication changes depending on who you are talking to.
What U Chattin' About?
Verbal and non-verbal communication is an important part of what you learn at school. You learn to read, write, and speak in front of your classmates. You are also taught what clothing, gestures, and expressions are appropriate and acceptable in the school setting. However, some schools have found that unsuitable modes of communication have become the norm: 'instant message' lingo has crept into English assignments, and street slang is spoken in school hallways and classrooms.
Teachers across North America are finding that students' written work is looking more like instant-message conversations than English compositions. Abbreviations such as "u" for "you," "2" for "to" and "4" for "for" are peppered throughout papers and other class assignments. Educators say that students are tackling written assignments like emails or text messages - at lightening speed and with little concern about clarity, editing, and word choice. In some classrooms, email or text-messaging lingo is only allowed for note-taking and not accepted anywhere else in students' written work.
According to a July 2008 article in Telegraph.co.uk, a poor inner city school in Manchester, England has taken the lead in promoting formal communication. When talking with teachers, students are required to use formal language and leave swearing and street slang "at the school gates." Manchester Academy also adopted a strict school uniform policy to reduce issues around inappropriate clothing and appearance. Since 2003, the proportion of students achieving their high school graduation certificate rose from 10 percent to 33 percent. Also, a greater number of graduates are leaving Manchester Academy with a job or are enrolled in college.
Kathy August, the head teacher at Manchester Academy, stated that "language is really important and we have to make sure pupils realize that." She went on to say that even students with top marks - who can't go to an interview, shake hands, make eye contact, and speak with appropriate language and tone - will not find a job or a place in university. It's clear that effective verbal and non-verbal communication is considered an important skill at this school.
Consider this ...Slang not allowed at the Manchester Academy
Blood: friend
Buggin': To act in a crazy or strange way
Hulk out: To lose one's temper
Kickback: A get-together
Rank: Disgusting or horrible
Slammin': Pleasing to the eye
Innit: Isn't it? You know?
Wack: Weak, boring
What you chattin' about?: You’re talking garbage
Teachers across North America are finding that students' written work is looking more like instant-message conversations than English compositions. Abbreviations such as "u" for "you," "2" for "to" and "4" for "for" are peppered throughout papers and other class assignments. Educators say that students are tackling written assignments like emails or text messages - at lightening speed and with little concern about clarity, editing, and word choice. In some classrooms, email or text-messaging lingo is only allowed for note-taking and not accepted anywhere else in students' written work.
According to a July 2008 article in Telegraph.co.uk, a poor inner city school in Manchester, England has taken the lead in promoting formal communication. When talking with teachers, students are required to use formal language and leave swearing and street slang "at the school gates." Manchester Academy also adopted a strict school uniform policy to reduce issues around inappropriate clothing and appearance. Since 2003, the proportion of students achieving their high school graduation certificate rose from 10 percent to 33 percent. Also, a greater number of graduates are leaving Manchester Academy with a job or are enrolled in college.
Kathy August, the head teacher at Manchester Academy, stated that "language is really important and we have to make sure pupils realize that." She went on to say that even students with top marks - who can't go to an interview, shake hands, make eye contact, and speak with appropriate language and tone - will not find a job or a place in university. It's clear that effective verbal and non-verbal communication is considered an important skill at this school.
Consider this ...Slang not allowed at the Manchester Academy
Blood: friend
Buggin': To act in a crazy or strange way
Hulk out: To lose one's temper
Kickback: A get-together
Rank: Disgusting or horrible
Slammin': Pleasing to the eye
Innit: Isn't it? You know?
Wack: Weak, boring
What you chattin' about?: You’re talking garbage
Click here and read through the quiz to see if you are more formal or informal in your communication. Choose the answer that best, not necessarily perfectly, describes you.
What Works at Work?
You've learned what some schools believe are acceptable forms of communication, but what about the workplace? Whether a workplace adopts more formal or informal communication often depends on the setting. For example, if you were working in an office, there may be more formal communication, whereas if you were working as a kitchen cook in a pizza joint, communication might be more informal. However, if you were serving the pizza, you would be dealing with customers and therefore might be required to adopt more formal communication.
Check out the following scenario and complete the activity that follows.
Check out the following scenario and complete the activity that follows.
Click here to examine what type of language should be used at work.
Communication Scenarios
Instructions: Read through the following scenarios. Identify what makes the scenario an example of effective or ineffective communication and provide a reason for your choice. Support your response. (25 marks)
Download this file for the assignment
Example:
Scenario: A supervisor calls two employees to her office after an argument. She asks them to explain their positions and to listen to the other person’s perspective. Whenever one begins blaming the other, the supervisor reminds them “you can only control your own actions.” The conversation ends when both employees come to an agreement on how to work together despite their differences in opinion.
Response: This scenario is an example of effective communication because the supervisor validates both employees’ positions and discourages any blaming. She encourages them to take responsibility for themselves. Both employees agree to work together and accept their differences in opinion.
Example:
Ineffective communication: Your brother comes home from school one day and you notice that he is upset. You ask him why he is upset and he tells you ‘nothing’. When your parents see him they ask him the same question and he gives them the same reply ‘nothing’. That evening, your brother starts a fight with your parents, which escalates into a power struggle. You finally figure out that your brother is upset with your parents because he wants to go away with some friends for the weekend. Your parents are refusing to let him go.
Effective communication: Your brother comes home from school and tells you that he really wants to go away with his friends this weekend. He knows that your parents won’t let him go for the whole weekend so he is considering asking them if he can go for one night. When your parents come home, he asks if he can join his friends for an overnight camping trip. Your parents agree to one night and they offer to drive him and pick him up. He agrees to this condition.
Explanation: This is an example of effective communication because both sides were willing to concede in order to come to a win/win resolution rather than a power struggle with both sides losing. The parents set healthy parameters and they also conceded to their son’s wish to join his friends for an overnight. The son speaks openly about what is upsetting him rather than giving his family the ‘nothing’ silent treatment. The son does not express anger; rather he expresses his thoughts and feelings.
Download this file for the assignment
Example:
Scenario: A supervisor calls two employees to her office after an argument. She asks them to explain their positions and to listen to the other person’s perspective. Whenever one begins blaming the other, the supervisor reminds them “you can only control your own actions.” The conversation ends when both employees come to an agreement on how to work together despite their differences in opinion.
Response: This scenario is an example of effective communication because the supervisor validates both employees’ positions and discourages any blaming. She encourages them to take responsibility for themselves. Both employees agree to work together and accept their differences in opinion.
- Scenario: A coach tells a player that his team is on a losing streak and that he has not been contributing to the team to his highest potential. After practice one day, the coach approaches the player and says, “I noticed that you missed three out of every four shots. Is something bothering you? I would like to see you working harder in practice. The team depends on you and your talent. Can I help you get back on track?” (3 marks)
- Scenario: A teenager just got her report card and she is failing two subjects – Math and English. When she brings her report card home, her parents read it and say nothing about it. Later on that evening, she overhears her parents arguing about who is to blame for her failing marks. (3 marks)
- Scenario: A group of friends has decided to skip school tomorrow. One tells his younger brother about the group’s plan and swears him to secrecy. The next day the friends follow through on their plan. When the school principal asks the younger brother why his older brother is absent, he tells him the truth. When the older brother finds out that the younger one ‘squealed’, he threatens never to speak to him again. (3 marks)
- Scenario: A family has recently moved to a new city. The parents are excited about the move because they now live closer to the grandparents and the father has been offered a promotion. One of the children is really missing her friends and her old school. Her mom notices that she is unhappy and says, “I have noticed that you are not yourself lately. I know that this move must be difficult for you. I miss a lot about our old home and neighbourhood. How I can we make this new place feel like home for you?” (3 marks)
- Scenario: Two sisters usually walk home from school together. Today, the older sister wants to walk home with her friends and tells the younger one to walk behind. When they get home, the younger sister tells the older one that her actions bothered her and that she felt excluded. The older one says, “Too bad, I wanted to be with my friends. You got home didn’t you?!” Note: base your response on the older sister’s communication. (3 marks)
Example:
Ineffective communication: Your brother comes home from school one day and you notice that he is upset. You ask him why he is upset and he tells you ‘nothing’. When your parents see him they ask him the same question and he gives them the same reply ‘nothing’. That evening, your brother starts a fight with your parents, which escalates into a power struggle. You finally figure out that your brother is upset with your parents because he wants to go away with some friends for the weekend. Your parents are refusing to let him go.
Effective communication: Your brother comes home from school and tells you that he really wants to go away with his friends this weekend. He knows that your parents won’t let him go for the whole weekend so he is considering asking them if he can go for one night. When your parents come home, he asks if he can join his friends for an overnight camping trip. Your parents agree to one night and they offer to drive him and pick him up. He agrees to this condition.
Explanation: This is an example of effective communication because both sides were willing to concede in order to come to a win/win resolution rather than a power struggle with both sides losing. The parents set healthy parameters and they also conceded to their son’s wish to join his friends for an overnight. The son speaks openly about what is upsetting him rather than giving his family the ‘nothing’ silent treatment. The son does not express anger; rather he expresses his thoughts and feelings.
