Communication and Active
Listening
Essential Tools for the
Community Ambassador
Learning Objectives
Understand the definition of communication and its
components
 Identify the elements of the listening process
 Participate in identifying cultural and generational
issues in communication
 Define Active Listening
 Understand how to create positive settings for
improved communication
 Learn the different types of responses utilized in
active listening
 Participate in an active listening exercise

Defining Communication
Communication occurs whenever one
person sends a message to another
person.
 The message may be either verbal,
nonverbal or both.
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Two important components of
communication are
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Attending – this refers to the physical and
psychological state or what some have called
your “total human presence” that helpers are in
when they are assisting people
Listening – this refers to the ability of helpers
to understand the messages that are being
communicated by people, whether the messages
are being communicated verbally or nonverbally,
clearly or vaguely. Listening is an active process
and not a passive behavior
Elements in the Listening
Process
 Hearing
 Attending
 Understanding
Nonverbal communication
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Personal space,
Facial expression,
Display rules – cultural rules that govern how
emotions are expressed,
Eye contact and gaze,
Body language,
Touch, and
Paralanguage which includes loudness,
intensity, speed and rhythm of speech
Nonverbal communication is
important because

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Negative feelings may only be
expressed through nonverbal
channels
Ability to understand people is
significantly increased as one is better
able to understand nonverbal signals
Cultural and Generational
Issues in Communication

Cultures impact how people communicate.
It affects how people see, think, feel,
interpret the world and express
themselves to others. These differences
can be challenging in our multicultural
community as they can increase the
potential for miscommunication and
misunderstanding.
Active Listening

Active listening is paying attention to other
people in a manner where they feel that
you hear their message and that you fully
understand them. At the core of active
listening is the ability to be empathic with
people, meaning that while you may not
necessarily agree with them, you do
understand their experience.
Active Listening Behaviors
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Listening carefully
Attending to the nonverbal cues and underlying
messages
Listening to the context of people’s lives
Not interrupting people
Using words and body language to convey a
genuine attempt to understand what people are
saying and their experience.
Responding to words and feelings being express
to help people increase an understanding of
their needs and experience.
Guidelines for Creating a
Positive Setting for
Improved Communication

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Learn to feel and create empathy for
people
Practice withholding judgment,
Strive for honesty in communicating to
others,
Accept and respond to what is being
communicated
Guidelines for Creating a
Positive Setting for Improved
Communication

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Clarify with questions about what you
think is being communicated,
Summarize what you think has been said
If you express an opinion, express your
opinions tentatively
Types of Responses
in Active Listening
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Restating
Summarizing
Minimal encouragers
Reflecting
Giving feedback
Emotion labeling
Probing
Types of Responses
in Active Listening
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Validation
Effective pause
Silence
“I” messages
Redirecting
Consequences
Communication Blockers
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“Why” questions
Quick reassurance
Advising
Forcing someone to talk
Patronizing
Preaching
Interrupting
Caution:

Advising responses – this reflects our
tendency as people to help by offering a
solution. Before offering advice, three
conditions should be present:

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Be confident that the advice is correct.
Be sure the other wants is ready to
accept advice.
Be certain that the person won’t blame
you if the advice doesn’t work out.
Caution:

Judging response – this response
evaluates the person’s thoughts or
behavior in some. Judgments have the
best chance of being received when two
conditions exist.
- The person with the problem should have
requested an evaluation and
- Your judgment should be genuinely
constructive and not designed as a
putdown.
Cultural and Generational
Issues in Communication – II

What are some common issues that come
up when older members in your
communities, talk to:
- Other people outside the community
in general (cultural issues)
- Younger people within and outside
the community (generational issues)