INTERACTIVE DISTANCE LEARNING
COMMUNICATION STRATEGIES
PART ONE
Learning Guide
CARS KNOWLEDGE NETWORK
6 – 9120 Leslie Street
Richmond Hill, ON L4B 3J9
Phone: 905-709-1694 fax: 905-709-1013
email: askus@cars-council.ca
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COMMUNICATION STRATEGIES
PART ONE
Outline
LEARNING OUTCOME
Upon successful completion of this segment, the participants will be able to assess their own
interpersonal communication skills, and identify and employ a range of listening and verbal
communication techniques. Participants will develop an understanding of cross cultural
communication issues as well as particular strategies for use in difficult situations.
OBJECTIVES
Upon successful completion of this segment, the participants will be able to:
1. identify and use the sub-skills of active listening
2 use and interpret non-verbal communication
3. describe and strategically employ a range of verbal techniques
4. communicate across cultures with added confidence
5. develop strategies for communicating effectively in difficult emotional situations
RATIONALE
Service department staff with a background knowledge in communications will be able to
communicate more positively and strategically with a broad range of customers and co-workers
in the workplace.
ELABORATIONS
Unit #1 - Communication Overview
1.1 - identify factors that influence communication: a model
1.2 - perform a self-evaluation
Unit #2 - Listening Techniques
2.1 - define listening and distinguish between listening and hearing
2.2 - identify the benefits of active listening
2.3 - define the term 'restating' and identify its uses
2.4 - define the term 'reflecting' and identify its uses
2.5 - define the term 'summarizing' and identify its uses
2.6 - define the term 'clarifying' and identify its uses
2.6 - define the term 'reframing' and identify its uses
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Strategic Communication Skills Outline
Unit #3 - Non-verbal Communication
3.1- interpret body language
3.2 - use body language effectively
Unit #4 - Verbal Communication
4.1 - identify elements of verbal communication
4.2 - identify negative/positive language
PERFORMANCE INDICATORS
Upon successful completion of this segment, participants will have:
1. identified causes of miscommunication
2. reviewed a communication model
3. evaluated their own communication skills
4. demonstrated a working knowledge of restating
5. demonstrated a working knowledge of reflecting
6. demonstrated a working knowledge of summarizing
7. demonstrated a working knowledge clarifying
8. demonstrated a working knowledge reframing
9. identified non-verbal communication cues
10. defined and demonstrated a working knowledge of negative and positive language
LEARNING ACTIVITIES
Please take a moment to examine pages 2 and 3 of the Learning Guide, which provide an
overview of the program goals. For optimum learning benefits, you are expected to follow
along in your Guide throughout the presentation, taking notes, filling in the blanks,
performing calculations, and other exercises as required.
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Unit #1: Communications Overview
1.1 What factors cause miscommunication? List as many as you can below.
________________________________
_______________________________
________________________________
_______________________________
________________________________
_______________________________
________________________________
_______________________________
A Communications Model
Is she getting the message Red wants to send? Her interpretation of his message will depend on
his/her listening skills, their body language, the way Red phrases his message (the content), their
respective cultures and emotional states.
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2.0 Listening Skills
Top Ten Reasons to Use Active Listening…
10. The active listener gains earlier cooperation from
the other side
9. The active listener models the behaviour he/she would like to see when its
his/her turn to speak
8. You can respond to customers’ needs more quickly when you use active
listening
7. If you use active listening you’re more likely to uncover important
information
6. Active listening is a relationship builder
5. Active listeners learn more/earn more
4. Active listening reduces stress
3. Active listening helps to settle disagreements before they escalate
2. Active listeners are seen as team players
and the #1 reason to use active listening…
…it allows the speaker to feel understood
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Listening is when you use...
Ears
Eyes
Heart
…to give undivided attention
2.1 The difference between listening and hearing is:____________________________________
______________________________________________________________________________
2.2 In the shop environment, when is listening particularly important? List your examples below:
_____________________________________________________________________________
_____________________________________________________________________________
2.3 Re-stating is:_______________________________________________________________
Eg.___________________________________________________________________________
2.4 Reflecting is:_______________________________________________________________
Eg.:__________________________________________________________________________
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2.5 What was the customer in the video feeling? ______________________________________
2.6 Clarifying is:_______________________________________________________________
Eg:___________________________________________________________________________
2.7 What questions would you ask the customer in the video that might help you to clarify the
message?
______________________________________________________________________________
______________________________________________________________________________
2.8 Review (clarifying/reflecting/restating)
“a) You seem surprised…” is an example of 1) clarifying 2) restating
3) reflecting 4) none of the above
b) “So… does the noise occur just when the car is cold, or at other times as well?”…is an
example of 1) reflecting 2) restating 3) clarifying 4) none of the above
c) “O.K. You’re telling me that the car has to be ready to go by 4:00 pm because you have an
important meeting at 5:00 pm. Is the meeting here in the west-end?” is an example of
1) clarifying 2) restating 3) reflecting and restating 4) restating and clarifying
2.9 Summarizing is:_____________________________________________________________
Eg.___________________________________________________________________________
The customer in the video clip told a long story. Summarize the most important points.
______________________________________________________________________________
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______________________________________________________________________________
______________________________________________________________________________
2.10 Reframing
is:_______________________________________________________________
Eg___________________________________________________________________________
How might you reframe this customer’s message?_____________________________________
_____________________________________________________________________________
_____________________________________________________________________________
2.11 Review: Which of these techniques do you think will be most helpful to you? 1)restating
2) clarifying 3) summarizing 4) reframing 5) reflecting
3.0 DECODING BODY LANGUAGE
(Insert graphic from PPT 15 – without the numbers)
3.1 What is this customer saying? __________________________________________________
How would you respond?_________________________________________________________
3.2 What is this customer saying?___________________________________________________
How would you respond?_________________________________________________________
3.3 What is this customer saying?___________________________________________________
How would you respond?_________________________________________________________
3.4 What is this customer saying?___________________________________________________
How would you respond?_________________________________________________________
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3.5 Three easy ways to improve my own body language at work include:
______________________
______________________
______________________
4.0 VERBAL SKILLS
Positive and negative language
4.1 “Your car won’t be ready today. You didn’t leave us your daytime phone number so we
couldn’t get authorization to proceed”
What makes the statement above so negative?_________________________________________
Rewrite the statement using positive language_________________________________________
______________________________________________________________________________
SUMMARY
Communicating is a skill… and it’s more than just talking and listening. With practice and effort,
you can raise your own communications to an art form. An excellent communicator inspires
confidence in others, brings ideas to life and resolves tricky situations with style and efficiency.
Practice the techniques reviewed in today’s program everyday – with your friends, co-workers
and customers. We hope you found the information in this module helpful and informative.
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Your questions and comments are always welcome. Please
visit the CARS web site at www.cars-council.ca. We can also
be reached by phone at (905) 709-1010
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