effective verbal and nonverbal communication skills.

PROJECT B:  Competency 2                                                          Name Mira Aryuni

Use effective verbal and nonverbal communication skills.   (Active listening)                               

1.  Study Active Listening Principles below.  (http://www.aligningaction.com/activeli.htm)

2.  Use active listening skills by completing the worksheet on page 2.    Submit for grading.

QUESTIONING:

Active listening questions are non-leading and non-judgmental. At best, they are open-ended, suggesting areas for exploration without anticipating specific content of the speaker’s response.
Observation: "What happened?"
Meaning: "What do you mean?"
Affect: "How do you feel?"
Motive: "What do you want?"
Action: "What will you do?"
Limit why-questions to inquiries about meaning: "Why do you believe that?" Why-questions about other areas of experience may seem challenging, for example, "Why won’t you do that?" or they may not be readily answerable, for example, "Why are you depressed?" (To which people may answer, "I don’t know.") Another type of open-ended question which may not be productive is the ritual question. Ritual question, like "How are you?" may signal that you are being polite, and people are inclined to respond in a superficial way.

NONVERBAL RESPONSE / PACING

Far from being passive, appropriate nonverbal responses show understanding and involvement and encourage speakers to analyze and explore their issues in depth. Examples of nonverbal responses include meaningful facial expressions, gestures and posture; backchannel comments; and the use of silence.

REFLECTING WORDS (Paraphrasing)

Paraphrasing is a response which can serve many different purposes discussed throughout this course. As an active listening response, paraphrasing clarifies understanding of the content of the message and stimulates greater objectivity by the speaker. To avoid defensiveness on the part of the speaker, it is important to stay as close as possible to the ideas expressed. It is also important to put the message into your own words to avoid sounding like you are mindlessly parroting back his or her statements. The exception is a very short paraphrase which simply provides a transition into further detail: Statement: "I hate Mondays." Transitional paraphrase: "You hate Mondays?"

REFLECTING FEELINGS (Supporting)

Reflecting feelings feeds back the emotion communicated nonverbally by the speaker. When effective, reflecting feelings slices through to the essence of the message being sent. The listener acts as a mirror, allowing the speaker become aware of the emotion he or she is experiencing. Usually reflecting feelings should be brief and stated in the second person:
"You look relieved,"
"You sound irritated."
"You seem embarrassed."
"You appear confused."

ADVISING

Give Advice. This should be used last and least.  A person can best be served if he/she discovers the answer.

Name: Mira Aryuni                                                                  Human Relations Section: _____________(Time/Day)

___ Green Star (Exceeds Criteria – Added something to project) ___ Green (Meets Criteria: Score 9 or10 Correct Answers) ___ Yellow (Needs Mentoring (Score below 9) ___ Red  (Missed Deadline) ___ Red-0  (Not Completed)

Questioning:

Mary:  By the time I finish college, I’ll be ready to retire.

Your Question: What’s your plan in the future (after college)?

John:  My boss said that I couldn’t leave early today even though it is my turn to leave early.

Your Question: What happened?

Non-Verbal Response/Pacing:

Situation:  A friend says with a laugh, “I can’t believe I went out this morning with that rip in the back of my pants.”

Describe your non-verbal response: trying to keep cool and not laugh too much to respect her. Smile into her

Situation:  A student says, “Wow am I ever glad that the exam is over.”

Describe your non-verbal response: Smile to show that I am happy as she is. Applause a bit and give thumb.

Reflecting Words (Paraphrasing):

Mary:  I really hate this job!

Your Verbal Response: You hate this job?

John:  This computer is a piece of crap!

Your Verbal Response: is it a crap?

Reflecting Feelings (Supporting):

Mary:  It’s just not fair that Angie received a salary increase because of my work on the project.

Your Verbal Response: Keep patience and fighting! Never stops to do best until your boss realize who you are actually

John:   I try and try and try and never get ahead.

Your Verbal Response: Never give up! Sometimes to get success there is should be any failure

Advising:

Mary:  I bought a new laptop yesterday and today found out that Target had it on sale for $100 less.

Your Verbal Response: I’m sorry to heart that. Would you like my advice? Next time you should do research properly before you buy something

John:  It seems like my car breaks down every week.

Your Verbal Response: Would you like my advice? I think you have to keep maintenance your car in routine