Basic Communication Skills

Communication is a complex process of sharing, interpreting and receiving information - one that is affected by cultural, social and personal elements. Good communication is a prerequisite for an effective learning and supportive environment.

Verbal communication is considered to be only about 30% of total communication. The non-verbal balance is a blend of body language, including posture, gestures, facial expression, repetitive movements, and general attitude. The tone and inflection of our voices convey messages along with our choice of phrases and language. Thus, facilitators need to be aware of their own communication styles as well as the unspoken messages being communicated within the group.

As a facilitator, all of your skills will be taxed. You must listen to both content and feelings expressed by the caregivers, and be attuned to what is actually being said beyond the mere words. It is always wise to test out your impression, as in "Jane, I sense you don't feel comfortable with that approach. What is your experience?" You can brush up on your listening skills by practicing in the office and/or at home.

Active, effective listening is a powerful communication technique: it builds trust, increases understanding, reduces tension, facilitates decision making, reduces conflict, encourages participation, and creates openness. Moreover, it makes people feel valued - we all like to be listened to.

There are many barriers to effective communication. When people share very personal experiences and feelings, as they will in these workshops, many barriers dissolve. However, the facilitator must constantly work at enhancing the communication levels by using the accepted techniques of clarifying, paraphrasing, reflecting and confirming the various thoughts expressed.

Humour can be an effective communication tool if used appropriately. Always avoid ridicule or sarcasm. Many people use humour to express very painful or embarrassing feelings, although what may be humorous to one person could be offensive to another. Facilitators can show leadership by encouraging and demonstrating effective and respectful communication strategies.