BSCOM/234

Week One Content Outline

TOPIC and Objectives

Verbal Communication

· Identify various forms of interpersonal communication.

· Determine appropriate listening and responding strategies for interpersonal interaction.

· Identify listening and word barriers and their effects on interpersonal communication.

· Determine appropriate responses for interpersonal communication situations.

Content outline

1. Listening defined

a. Selecting

b. Attending

c. Understanding

d. Remembering

e. Responding

2. Listening styles

a. People-oriented listeners

b. Action-oriented listeners

c. Content-oriented listeners

3. Listening barriers

a. Being self-absorbed

b. Unchecked emotions

c. Criticizing the speaker

d. Differing speech rate and thought rate

e. Shifting attention

f. Information overload

g. External noise

h. Listener apprehension

4. Improving listening, comprehension, and responding skills

a. Stop.

b. Look.

c. Listen.

d. Ask questions.

e. Reflect by paraphrasing.

5. Improving empathetic listening and responding skills

a. Understand your partner’s feelings.

b. Paraphrase emotions.

6. Improving critical listening skills

a. Identify useful and flawed information.

b. Avoid jumping to conclusions.

7. Understanding word barriers

a. Bypassing

b. Lack of clarity

c. Allness

d. Static evaluation

e. Polarization

f. Biased language

8. Using words to establish supportive relationships

a. Defensive communication versus supportive communication

1) Describe rather than evaluate.

2) Solve problems rather than control others.

3) Be genuine rather than manipulative.

4) Empathize rather than remain detached.

5) Be flexible rather than rigid.

6) Present yourself as equal rather than superior.

b. Using words to be appropriately assertive

1) Describe.

2) Disclose.

3) Identify effects.

4) Be silent.

5) Paraphrase.