Unit 2.2: Effective Communication

At the end of this unit, I can:

  • Understand different communication styles and their impacts
  • Demonstrate effective active listening skills
  • Apply empathetic communication techniques in personal, professional, and educational interactions
  • Develop help-seeking skills in building your personal support systems
  • Comprehend how different types of communication can be interpreted through context to avoid conflict and tension
  • Develop effective communication skills to build resilience by nurturing stronger, supportive relationships

Introductory Theory

COMMUNICATION

This module is designed to help you become an effective communicator! Communication involves the process of exchanging and sharing information with others. It is a complex interaction that includes the creation of messages, feedback, and understanding. Salto Youth (2024) summarises the four sides of communication:

  • Factual Information: The essential objective information that is shared.
  • Self-Revelation: What the message reveals about the sender, including their ‘thoughts, feelings, values, and personal experiences’.
  • Relationship: How the message impacts the relationship between the sender and receiver, including the ‘attitudes, power dynamics, and the level of mutual respect or understanding’.
  • Appeal: The sender’s purpose in delivering the message, such as their ‘requests, needs, or desires directed towards the receiver’.

 

Communication has both verbal and non-verbal components, each playing an important role in how you connect with others (Cuncic, 2024; Indeed, 2022; Milo, 2024). 

  • Verbal Communication focuses on the words you choose and how you use your voice to convey meaning. This includes not just what you say, but how you say it, e.g., the tone, pitch, and volume all contribute to the message. 
  • Non-Verbal Communication includes body language, facial expressions, gestures, and even eye contact. A smile, a nod, or crossed arms can often communicate as much, if not more, than words alone. Non-verbal communication can facilitate communication or confuse it and lead to misunderstandings. 

Context is essential in communication. It helps you to understand the perspective and background of the person you’re communicating with and the surrounding circumstances, without context messages can easily be misunderstood (Kaplan, 2024).

Communication Styles

There are four distinct communication styles that describe our typical communication patterns. Most people naturally use a combination of two or more of these styles (Princeton University, 2024; SCCR, 2021).

This style often consists of avoidance of confrontation or conflict. People who predominantly use this communication style may end up prioritising the needs of others over their own, and not expressing their thoughts, feelings and boundaries effectively.

This is a forceful and confrontational approach that may create fear and damage relationships. With this style, people often prioritise their own needs and desires and disregard others.

This is a combination of the passive and aggressive styles, resulting in an indirect expression of anger or resentment through subtle actions, sarcasm, or avoiding conversation.

Assertive communicators clearly and respectfully express their needs and opinions. This promotes healthy communication and mutual respect.

While these four primary communication styles can help us to better understand interactions, it is also important to be aware of and to recognise cultural differences and varied communication styles. Always be considerate and respectful of others’ culture and beliefs. View the following video to gain a deeper understanding of the nuances of cross-cultural communication styles and intercultural dialogue: Video Link

MISCOMMUNICATION

Watch this short explainer about miscommunication: Video Link

Communication challenges may be caused or heightened by some of the following aspects (Everyday Speech, 2024):

  • Language barriers
  • Cultural barriers
  • Emotional barriers
  • Difficulty addressing conflicts and misunderstandings
  • Differences in perception and viewpoints
  • Difficulty utilising technology

Improving Communication

To improve communication in an educational setting, whether as a teacher or a learner assisting another, consider these tips for improved collaboration (Milo, 2024)

Click to view Tips

  • Simplify Complex Topics: Break down information into understandable chunks. Avoid unnecessary details and keep it clear and concise. 
  • Use Feedback Loops: Create ways for others to give you feedback on your communication, this could be through surveys, forums, or direct conversations. This helps you adjust your style to better meet others’ needs.
  • Provide Clear Instructions: Offer step-by-step guidance and encourage open communication to ensure understanding.
  • Promote Positive Interactions: Try to encourage trust, empathy, respect, and patience in all conversations.
  • Respect Boundaries: Be mindful of personal space and physical contact.
  • Pay Attention to Non-Verbal Cues: Consider your tone, pitch, volume, and intonation, as these can influence how your message is received and understood.

Active Listening

Listening is different to ‘hearing’, it’s an active, intentional practice. Active listening means fully engaging with the speaker without judgment, focusing on their words, and responding thoughtfully. This involves using all senses to reflect, clarify, and connect with what is being said. In education, active listening makes learners feel valued and understood, creating a supportive environment where they are more engaged, willing to ask questions, and take risks in their learning journey (Willis, 2018).

Verbal: Encourage the speaker with affirmations like “I hear what you’re saying”, “I understand”, and “please continue”. Remember key details, ask relevant, open-ended questions, and seek clarification.

Non-Verbal: Show attentiveness through smiling, some eye contact (if comfortable), and adopting an open and receptive posture.

EMPATHETIC COMMUNICATION

Empathetic communication and active listening go hand-in-hand. They are both about trying to understand another person’s perspective, emotions, and experiences. When talking with different people, you should try to adopt a friendly, person-centred approach. It can help to find a shared commonality and mutual understanding. Empathy is a skill that you can develop and strengthen over time. By showing empathy and compassion, others will feel valued and heard. It allows us to maintain quality relationships and encourages altruistic behaviours .

Helpful Hints:

  • Remember THINK – True? Helpful? Important? Necessary? Kind? (Gumm, 2017)
  • Watch this short video explaining the importance of empathy: Video Link
  • Check out this resource that includes useful examples of empathetic phrases: Resource

HELP-SEEKING SKILLS

Help-seeking and help-giving behaviours are essential for effective learning. In an educational setting help-seeking looks like knowing when and how to seek help to overcome challenges and to deepen long-term understanding and knowledge of a subject (Sparks, 2014).

  • Self-Awareness: Recognise your strengths, understand when you need assistance, and identify the type of help required.
  • Peer Help-Seeking: Seek support from peers and work collaboratively.
  • Feedback: When helping others, provide them with specific, actionable feedback that guides them towards improvement.
  • Balanced Approach: Avoid extremes – neither avoiding help entirely or relying too heavily on it. Strive for a balanced approach that promotes autonomy and self-efficacy.

Tools & Strategies

Approaches or Tools

Listening Communication Skills: Self-Evaluation Questionnaire

    • To assess your current listening communication skills, please complete the self-evaluation questionnaire developed by Oakley (2017).
  • Note: After opening the link, you must download the questionnaire as a Word Document.
  • After completing the questionnaire, take some time to reflect on the areas where you see room for improvement. Identify 3-5 specific skills you would like to develop further and outline clear, actionable steps to do so.

Self-care Practices

Talking to Friends

  • Connecting with friends is a powerful form of self-care! It’s an opportunity to practice mindfulness by being present and listening deeply. 
  • Share your fears and ideas, strengthen your bond, and enjoy activities together. 
  • These interactions boost your mental health and help you improve your communication skills.

Example

  • You can connect with your friend(s) in person or over the phone. Talk to someone who is supportive and who you can trust and confide in.
  • Decide if you want to discuss something specific or enjoy an activity together, e.g., crafts, cooking, etc. Alternatively, consider exchanging letters – it gives you time to thoughtfully read and respond. 
  • During your conversation, avoid using social media. Focus on being fully present, listening deeply, and enjoying your friend’s company. Pay attention to how you feel during the conversation and try to observe how your friend(s) are feeling too.

Resources:

Self-Care and Social Media

Self-Care Activities you can do with a Friend

Approaches or Tools

SLANT for Active Listening 

  • SLANT is a simple acronym designed to enhance your active listening skills. 
  • It offers prompts for engaging in both verbal and non-verbal ways. 
  • You don’t need to follow every step – focus on what feels right for you, e.g., you do not need to maintain eye contact if this is uncomfortable. The key is to be present, take your time, and to try to understand the speaker’s message.

Example and how to use:

SLANT:

SLANT Activity Active Listening Video
  • Sit up straight and sit close to the speaker.
  • Listen with your eyes, ears, and heart.
  • Ask and answer questions.
  • Nod your head showing that you are receiving.
  • Track the speaker with your eyes.

Approaches or Tools

Building Positive Relationships SCALE

  • Building strong, positive relationships is crucial for both personal well-being and mental health.
  • CDI (2023) explains that we need a 5:1 rate of positive to negative interactions in relationships for healthy self-esteem. 
  • The SCALE acronym, can help to remember key strategies to effectively connect with others and enhance your communication skills.

Example and how to use:

SCALE (Connect RP, 2024):

Building Positive Relationships Video The Science & Art of Crafting your own Story
  • Smile: Make a conscious effort to smile.
  • Connect: Focus on making connections. Try to make others feel welcomed.
  • Ask: Take opportunities to check-in with others and ask how they are doing.
  • Listen: Strike a balance between how much you share and how much you listen.
  • Engage: Involve others in interactions and encourage other people’s suggestions.

Building Empathy Activity (5-minutes)

Spend 5-minutes exploring what empathy means to you. 

  • On a sheet of paper take a few notes or create a mind map. 
  • Write down any words that come to mind or that you associate with empathy. 
  • Consider the last time you showed empathy and the last time someone showed you empathy.

Scenario-Based Activity (15-minutes)

Read and consider the two scenarios below adapted from NUIG (2022). Answer the reflection questions that follow for each scenario.

Scenario 1: You are out shopping with your friends in a crowded shopping centre. The atmosphere is lively, with people moving quickly between shops. You notice a woman walking ahead of you starting to stumble and trip. She seems embarrassed and flustered as she tries to regain her composure and pick up her belongings.

Scenario 2: You unexpectedly bump into an acquaintance. At first, you greet them cheerfully. However, as they turn to face you, you notice that they appear upset, it looks like they have been crying.

Reflection Questions

  • HOW WOULD YOU RESPOND?
  • THINK ABOUT THE IMPACT OF YOUR ACTIONS
  • SEE THINGS FROM A DIFFERENT PERSPECTIVE
  • CONSIDER YOUR OWN EMOTIONS

Case Study #1 – Handling Roommate Conflicts

Conflict Scenario & Resolution 

Read case study 1 ‘Handling Roommate Conflicts’ by Westmaas (2022): Case Study Link

This case study includes five scenarios with different types of conflict that may arise when living with a roommate. Consider each of the scenarios and answer the 3 questions for each scenario. Carry out a short reflection at the end.

Case Study Questions:

"It’s important to be able to get along"

  1. Which conflict management style, would you use in this situation?
  2. What are the potential strengths of using this style?
  3. What are the potential weaknesses of using this style?

Reflection:

Reflect on the importance of trying to understand and acknowledge the other person’s perspective during a conflict. Write 3-5 sentences.

Recommended Practice

Resources:

Article Toolkit

Self-awareness: Recognise your emotions and biases, try to approach the conflict objectively.

Problem-solving:

  • Define the conflict clearly.
  • Understand all perspectives.
  • Generate possible solutions.
  • Evaluate consequences of each option.
  • Synthesise information to make an informed decision.


Negotiation: Engage in open dialogue to reach a resolution.

Case Study #2 – Michelle Stowe

Empathy: The Heart of Difficult Conversations 

Watch this 8-minute TedTalk with Michelle Stowe about the importance of teaching with empathy

  • In this case study, Michelle Stowe demonstrates how restorative practice can be used to cultivate empathy among teachers and learners, leading to more productive conversations and outcomes. 
  • The principles shared in this case study can be applied to a wide range of situations and interactions in everyday life.

Example and how to use:

"Success is liking yourself, liking what you do, and liking how you do it"

After watching the video, take a few moments to reflect further by answering the following questions… 

  • Question 1: Think of a time when you reacted impulsively and jumped to conclusions. How did this make you feel? How do you think it affected the other person involved? How could restorative questions be used to help?
  • Question 2: Consider a situation where someone else reacted hastily towards you. How did it impact your feelings and sense of self?

Recommended Practice

Practice having restorative conversations by using these questions & viewing the resources linked below:

  1. What happened?
  2. What were you thinking about at the time?
  3. What have you thought about since?
  4. Who has been affected and in what way?
  5. How could things have been done differently?
  6. What do you think needs to happen next?

A guide to restorative conversations

https://www.restorativepathways.com.au/wp-content/uploads/2018/08/A-guide-to-restorative-conversations.pdf

Restorative conversations – prompts

https://conflictcenter.org/restorative-conversations/

Restorative practice podcasts

https://www.pdst.ie/post-primary/health-wellbeing/restorative-practice

Recommended Practice

Accountability Strengthens Relationships

Try to acknowledge mistakes, take corrective actions, & make amends!

Self-Reflection Improves Communication

Regularly reflect on your experiences to help you identify your strengths as well as areas for improvement!

Ask Others for Help

Problem-solving can be challenging. Asking others for their suggestions and views can expand your approach. You may find more effective solutions!

CALL TO ACTION ACTIVITY

Effective communication involves taking responsibility for your actions and collaborating with others to solve problems. This activity is divided into two parts, each designed to help you build these essential skills.

Part 1 Accountability (15-minutes):

    1. Reflect on a recent conflict: Think about a recent issue or conflict you have experienced. This can be an issue that is resolved or is still unresolved. 
    2. Take out a sheet of paper.
    3. Apply the 3A’s of accountability to reflect on your situation.
  • Acknowledge: Recognise what happened and your role in it.
  • Action: Identify the actions taken or that need to be taken.
  • Amends: Determine what can be done to make things right.
  • On your paper, describe the situation, who was affected, and what the outcome was. If unresolved, explain what you think should happen next to resolve it.

Part 2 Problem-Solving (15-minutes):

  1. Watch the following video demonstrating the ‘fishbowl’ technique for problem-solving. This method involves participants discussing solutions while others observe. 
  1. Select 3 solutions suggested by the participants that you believe are the most effective.
  2. For each solution, answer the following:
  • Why do you think this solution will work?
  • How could this solution be adapted to fit different situations or contexts? Would it work as well in other scenarios?

Further Questions: 

  1. Do you think the fishbowl technique is an effective way to solve problems? Why or why not?
  2. How well did the participants in the video communicate with each other? What could they have done better (if anything)?
  3. Can you think of any alternative solutions, not suggested in the video?

Quiz Time!

Key Takeaways

  1. Try to be present and actively listen to what other people are saying. 
  2. Respond thoughtfully and with compassion.
  3. Respect and try to understand different perspectives.
  4. Be open to receiving and giving feedback.
  5. Make time for yourself to reflect on your own  experiences and carry out self-care practices.

Additional Resources

References

Funded by the European Union. Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or the European Education and Culture Executive Agency (EACEA). Neither the European Union nor EACEA can be held responsible for them. Project Number:2022-2-IE01-KA220-VET-000099488

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