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Effective

Communication Skills

Start

Purpose

ActiveListening

BeFriendly

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Empathy

Nonverbal

Select a topic to continue:

Respect

Is communication simple?

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Discomfort

Tension

Lost Relationships

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Become an effective communicator!

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be friendly

respect

B

R

nonverbal

N

empathy

E

active listening

A

The most important thing in communication is hearing what isn't being said.

Peter Drucker

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Nonverbal Communication

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Face

Arms

Feet

Info

Info

Info

Select INFO to Continue

Maintaining good eye contact shows that you are focused on the speaker and what they are saying.

Keeping your arms in a relaxed, open stance shows the other person you are friendly and approachable. Using appropriate hand gestures can add to a great conversation.

Keeping your feet uncrossed and open encourages others to talk to you.

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Face

Arms

Feet

Info

Info

Info

Incorrect.Please review the information again carefully before proceeding

Maintaining good eye contact shows that you are focused on the speaker and what they are saying.

Keeping your arms in a relaxed, open stance shows the other person you are friendly and approachable. Using appropriate hand gestures can add to a great conversation.

Keeping your feet uncrossed and open encourages others to talk to you.

Open and relaxed

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Still and unmoving

Crossed or hidden

The best position for your arms and feet during a conversation is:

1

2

3

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Right!

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“You cannot truly listen to anyone and do anything else at the same time.”

M. Scott Peck

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Active Listening

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Eye Contact

Paraphrase

("So what you are saying is....")

Ask Questions

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Eye Contact

Paraphrase

("So what you are saying is....")

Ask Questions

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Incorrect.Please review the information again carefully before proceeding.

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Use the phrase "So what I think you were saying was..."

Nod your head

Which is the best way to show active listening?

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2

3

Be sure to say "yes" or "uh huh" as they speak

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Right!

continue

“Use your smile to change the world; don't let the world change your smile.”

Chinese Proverb

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Be Friendly

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Talk

Ask

Smile

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Above all, don't underestimate the power of a smile.

Ask them how their day is going and show a genuine interest in their lives.

Talk to people like they are an old friend of yours. But keep it professional!

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Talk

Ask

Smile

Info

Info

Info

Incorrect.Please review the information again carefully before proceeding.

Above all, don't underestimate the power of a smile.

Ask them how their day is going and show a genuine interest in their lives.

Talk to people like they are an old friend of yours. But keep it professional!

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Smile and show genuine interest.

You must be upbeat and energetic!

Which option is true to show you are friendly?

1

2

3

Stay calm and remain laid back.

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Right!

continue

“Empathy is seeing with the eyes of another, listening with the ears of another, and feeling with the heart of another.”

Anonymous

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Empathy

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Understand

Listen

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Understand

Listen

Incorrect.Please review the information again carefully before proceeding.

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Understand

Agree

Which word best describes what empathy means?

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2

3

Interested

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Right!

continue

“Respect is how to treat everyone.”

Richard Branson

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Respect

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Open Mind

Be Polite

Tone

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Open Mind

Be Polite

Tone

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Incorrect.Please review the information again carefully before proceeding.

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Repeating yourself

Addressing people as "Mr." or "Miss"

Which of the following is important for respectful dialogue?

1

2

3

An open mind

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Right!

continue

QUIZ

Are you ready to show what you know?

Start

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Open Mind

Be Polite

Tone

Incorrect.Please review the information again carefully before proceeding.

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1

Agree with most things that John says

3

4

2

Make sure and tell John her opinion of his ideas

Invite others into the conversation

Have an open mind to his ideas

Scenario 1

John is talking to Linda about a proposal for work. How can Linda make sure she shows respect for John's ideas?

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Right!

continue

Understand

Listen

Incorrect.Please review the information again carefully before proceeding.

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Scenario 2

Pam pulled Eddie aside at work and started to complain about their boss. What can Eddie do to show her empathy even though he doesn't agree with her?

4

Suggest that Pam tell their boss how she is feeling

2

Pass Pam's concerns on to their boss

3

Agree with her, even though he doesn't fully agree

1

Try to understand her by asking questions and showing respect for her point of view

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Right!

continue

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Talk

Ask

Smile

Info

Info

Info

Incorrect.Please review the information again carefully before proceeding.

Above all, don't underestimate the power of a smile.

Ask them how their day is going and show a genuine interest in their lives.

Talk to people like they are an old friend of yours.

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Scenario 3

Bill has interactions with clients that he has never met before. How can he make sure that he comes across as being friendly?

2

Ask personal questions to find out more about them.

4

Ask them questions and show a genuine interest in their answers.

1

Give a firm handshake

3

Tell the client a lot about himself

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Right!

continue

Eye Contact

Paraphrase

("So what you are saying is....")

Ask Questions

Incorrect.Please review the information again carefully before proceeding.

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Scenario 4

Mandy has been told by client feedback that she isn't a good listener. How can she improve so that the client knows she really is listening?

3

Increase proximity during conversations

1

Take notes during conversations

4

Make eye contact and paraphrase what the other person says.

2

Call the client and recap the conversation

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Right!

continue

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Face

Arms

Feet

Info

Info

Info

Incorrect.Please review the information again carefully before proceeding.

Maintaining good eye contact shows that you are focused on the speaker and what they are saying.

Keeping your arms in a relaxed, open stance shows the other person you are friendly and approachable. Using appropriate hand gestures can add to a great conversation.

Keeping your feet uncrossed and open encourages others to talk to you.

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Scenario 5

How can someone use their body to give positive nonverbal cues to another person in a conversation?

4

Keep legs crossed in a professional manner and try to keep hands hidden to avoid overusing them.

2

Make sure the body is in an open stance to appear friendly and approachable.

3

Remain standing. Sitting sends an unprofessional message.

1

Use a lot of hand motions during conversation

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Right!

continue

CONGRATULATIONS!

Click here for completion certificate.Please print and present to your supervisor.

You have completed the communication training

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