Module 1: Effective Communication

• Introduction to Module 1

Unit 1: Communication Awareness

• Introduction to Unit 1
• 1.1 Our Communication Objective
• 1.2 Our Communication Style
  • 1.2.1 Who We Are
  • 1.2.2 Our Communication Values
  • 1.2.3 How We Communicate
• 1.3 Starting Points for Improving Our Communication Style
  • 1.3.1 Making Good First Impressions
  • 1.3.2 Receiving Criticism
• 1.4 Body Language
  • 1.4.1 Our Body Language Signals
  • 1.4.2 Using Our Body Language Effectively
  • 1.4.3 Interpreting Body Language Effectively
  • Conclusion: Body Language

Unit 2: Essential Communication Principles

• Introduction to Unit 2
• 2.1 Considering Our Communication Partner
  • 2.1.1 Show Interest
  • 2.1.2 Personal Space
• 2.2 Effective Listening
  • 2.2.1 The Effective Listening Steps
  • 2.2.2 Effective Listening Principles
• 2.3 Achieving Maximum Understanding
  • 2.3.1 Consider Their Perspective
  • 2.3.2 Improving Our Understanding
  • 2.3.3 Handling Misunderstandings
• Conclusion: Essential Communication Principles

Unit 3: Communication Barriers

• Introduction to Unit 3
• 3.1 Managing Barriers Arising from Us
• 3.2 Managing Barriers Arising from Them
• 3.3 Managing Barriers Arising from the Environment
• Conclusion: Communication Barriers

Unit 4: Positive Communication

• Introduction to Unit 4
• 4.1 Assertive Communication
  • 4.1.1 Assertive Communication Principles
  • 4.1.2 Assertive Body Language
• 4.2 Constructive Reframes
  • 4.2.1 Using Constructive Reframes
• 4.3 The PCEN Principle
  • 4.3.1 Using the PCEN Principle
• Conclusion: Positive Communication

Conclusion: Module 1: Effective Communication

Module 1 Assessment

• Assessment Summary

Exercises

Unit 1: Communication Awareness

• Personal Reflection: Your Communication Values
• Personal Reflection: How You Communicate
• Try This: Planning Your Communication Strategy
• Personal Reflection: Receiving Criticism
• Try This: Demonstrating Understanding
• Try This: Present an Ideal Image
• Consider This: Your Top Five
• Action Tip: How to Show Interest
• Action Tip: How to Limit Distractions
• Action Tip: How to Read Body Language Sentences
• Consider This: Observing Body Language

Unit 2: Essential Communication Principles

• Action Tip: How to Show Interest
• Consider This: How You Make People Feel
• Action Tip: How to Give Someone Enough Space
• Personal Reflection: Personal Space
• Try This: Choosing to Listen
• Try This: Inviting Discussion and Feedback
• Consider This: Finishing Other People’s Sentences
• Personal Reflection: Considering Their Perspective
• Action Tip: Ensure You Have Been Clear
• Personal Reflection: Surprising Responses
• Try This: Misunderstandings
• Personal Reflection: Negative Reactions
• Consider This: Misunderstandings

Unit 3: Communication Barriers

• Personal Reflection: You as a Communication Barrier
• Consider This: Removing Communication Barriers Arising from Them
• Personal Reflection: Environmental Barriers

Unit 4: Positive Communication

• Try This: Finding Common Ground
• Consider This: Non-Challenging Vocabulary
• Consider This: Volatile Situations
• Action Tip: Using Constructive Reframes
• Try This: Constructive Reframes
• Personal Reflection: Hostile Situations

Figures

Module 1: Effective Communication

• Fig 1-1: A Seemingly Straightforward Question

Unit 1: Communication Awareness

• Fig 1-2: The Communication Cycle
• Fig 1-3: Factors That Shape Our Communication Style
• Fig 1-4: Showing Respect
• Fig 1-5: The Progressive Criticism Steps
• Fig 1-6: Body Language Signals
• Fig 1-7: An Ideal Image
• Fig 1-8: Mind Drifts
• Fig 1-9: Body Language Can Be Interpreted in Different Ways
• Fig 1-10: Reading Body Language as Groups of Movements
• Fig 1-11: Interpreting Body Language Signals Correctly

Unit 2: Essential Communication Principles

• Fig 1-12: Invasions of Our Personal Space
• Fig 1-13: The Effective Listening Steps
• Fig 1-14: What Jameel Said, Compared To What Reshma Heard
• Fig 1-15: Situational Contexts
• Fig 1-16: A Seemingly Straightforward Question

Unit 3: Communication Barriers

• Fig 1-17: The Barriers Triangle
• Fig 1-18: Lelei Wants To Discuss Some Issues with Fetu
• Fig 1-19: Max Wants To Discuss Some Merchandising Ideas
• Fig 1-20: Pierre Wants To Get To Know Jameel

Unit 4: Positive Communication

• Fig 1-21: The PCEN Principle