Empowering People
Effective communicators
We provide tailored services to meet organisational and
individual needs.
• Training & Capacity Building
• Nationally Recognised Quality Standards
• Bespoke Support & Facilitation
• Research
Aim of the Session
Communication
Promoting the work and activities of EDS UK
One to One Communication: members/vols/staff
Managing Group Sessions
The Plan of Action!
Promotional message - We are great!
Effective communication
» Body language and tone of voice
» Effective explaining
» Question Styles
» Use of silence
» Constructive feedback
» Body space
» Managing issues in a group
» Being Assertive
Ground rules for the session
•
•
•
•
•
•
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Timekeeping
Respect
Confidentiality
Safe Learning Environment
Participation
Flexibility
Phones
Name
Role/Location
Three words to
describe EDS UK
Communication
Why choose EDS UK?
ORGANISATION
BRAND
SERVICES/VOLUNTEERING
PRODUCT
 What’s so good about your brand and product?
 Why should I believe in your brand?
 Why should I select a particular product from you?
What’s so great!
Promoting EDS
Need of organisation,
Target group
Potential
Volunteers/
Donors/
Members
community or client
IMAGE
“MESSAGE”
Recruitment method
Medium of contact
Volunteer role
description
Fundraising
Event Plan
Support
Group
Agenda/Plan
Pierre’s
Extensive Range of
Local French Dishes
Superb Value for Money
Friendly French Staff
Relaxed Family
Atmosphere
Extensive Wine List
Please feel free to drop in or phone if you want further details.
PIERRE’S
EATERS URGENTLY NEEDED
Pierre’s restaurant has loads of French food
and free tables.
Help support a local business.
Come and eat at Pierre’s.
We need you!
If interested contact Pierre or call in on your way past
Address/ Telephone
Get your message across
THE NEED
The needs/problem/client group.
What the org is trying to do….
THE SOLUTION
What the volunteer/potential donor
do to help etc.
RELIEVE FEARS
Eg provide all materials, you
collect the money, give receipts,
training and support provided
BENEFITS
UK profile, shows you’re forward
thinking, meet new people, gain
new skills and experience
NEXT STEP
How to get in touch.
EDS UK, a charity raising awareness of
Ehlers-Danlos Syndrome, supporting
people & research.
Support, advise and inform those living with
Ehlers-Danlos syndrome. We aim to help
them live a full, active and positive life.
Communication
Promoting the work and activities of EDS UK
One to One Communication: members/vols/staff
Managing Group Sessions
TALK
Face to Face Communication
HOW DO WE CONVEY MEANING?
Professor Albert Mehrabian's Communications Model
 Words
 Tone of Voice/paralinguistic/way words are said.
Words
 Facial Expression
7%
Facial
Expression
Tone of
55%
Voice
38%
Body posture
Eye movements
Personal habits
Head and facial movements
Facial expressions
What could prevent effective communication?
Sender
Sender Encodes
Message Received
Receiver Decodes
Receiver Responds
Model of Communication
Body Language..
‘….facial expressions, eye behaviour,
gestures, posture, and the like. Body
language expresses emotions, feelings,
and attitudes, sometimes even
contradicting the messages conveyed
by spoken language.’
Kinesics, the scientific study of body language, was pioneered by the
anthropologist Ray L. Birdwhistell, who wrote Introduction to Kinesics (1952).
Verbal Communication
Vocal quality
Content
tone, mumbling, loud/soft, fast/slow,
Know your audience.
Use of jargon
Know what you want to say
Keep it simple, summarise –
check others understand
The Chinese character ‘to listen’ recognises
that many aspects are important in the skill of listening.
You
Ear
Eyes
Undivided
attention
Heart
Asking Questions
YES or NO answer
Multiple questions
Several questions asked
at same time.
Feedback
Positive
Explaining
Rules:
1
2
3
4
5
6
Give a step by step explanation.
Clear language - no jargon.
Summarise the explanation.
Allow discussion & questions.
Keep it concise.
Remember ‘Tell them’ rule.
Tell them what you
are going to tell them.
Tell them.
Tell them what you have told them.
I hear and I forget,
I see and I remember,
I do and I understand.
Communication
Promoting the work and activities of EDS UK
One to One Communication: members/vols/staff
Managing Group Sessions
ASSERTIVENESS
“The capacity to express our ideas, opinions
or feelings openly and directly without
putting down ourselves or others.”
Turner Developing Interpersonal Skills. Dec 1983
BEHAVIOURS
AGGRESSIVE
PASSIVE
ASSERTIVE
AGGRESSIVE
Non – Verbal signals
Shouting
Loud Voice
Pointing Finger
Folded Arms
Still Posture
Key words and sentences
You’d better
If you don’t
Watch out
Stupid
You!
PASSIVE
Non – Verbal signals
 Whining voice
 Clenched, wringing hands
 Shuffling feet
 Downcast eyes
 Stoop
Key words and sentences
 Maybe
 I guess
 I wonder
 Would you mind very much if….
 Excuse me but
 I hope you don’t mind
ASSERTIVE
Non – Verbal signals
Calm and controlled voice
Relaxed posture
Direct eye contact
Upright posture
Key words and sentences
I think
I feel
I want
Lets!
How can we resolve this?
What do you think?
What do you see?
The Plan of Action!
Promotional message - We are great!
Effective communication
» Body language and tone of voice
» Effective explaining
» Question Styles
» Use of silence
» Constructive feedback
» Body space
» Managing issues in a group
» Being Assertive
Aim of the Session
Dealing with problems
Through supervision meetings….
1. CLARIFY BEHAVIOUR & CONSEQUENCES
2. IDENTIFY BLOCKAGES TO SATISFACTORY PERFORMANCE
3. IDENTIFY MOTIVATION TO CHANGE - BENEFITS
4. AGREE WHAT NEEDS TO CHANGE
5. OPPORTUNITY TO CARRY OUT NEW BEHAVIOUR
6. PRAISE /FURTHER ACTION
This training has been designed by Volunteer Now
Enterprises Ltd –
Reasonable precautions have been taken to ensure
information in
this training is accurate. However it is not intended to be
legally comprehensive; it is designed to give guidance in good
faith without accepting liability. If relevant, we therefore
recommend you to take appropriate professional advice
before taking any action on
matter covered herein.
These materials are copyright to Volunteer Now Enterprises
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express permission of
Volunteer Now Enterprises Ltd