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Communication Strategies Worksheets
Part 1 PRINTABLE VERSION
TABLE OF CONTENTS
Session Two: Creating Positive Relationships .......................................................................... 1
Session Three: Growing Our Self-Awareness ........................................................................... 5
Do You Question Your Competence? ............................................................................................. 6
Session Four: Communication Basics ...................................................................................... 7
Session Five: Communication Barriers ................................................................................... 10
Case Study: New Neighbors .......................................................................................................... 11 Common Barriers ............................................................................................................................. 12 Applying the Answers ...................................................................................................................... 13 Being Mindful .................................................................................................................................... 15
Session Six: Asking Questions .............................................................................................. 16
Pushing My Buttons ......................................................................................................................... 17
Session Seven: Listening Skills ............................................................................................. 18
Can You Hear Me? .......................................................................................................................... 19 How Do You Rate Your Listening Ability? .................................................................................... 21 Communication Situations .............................................................................................................. 23
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Session Two: Creating Positive Relationships
Creating positive relationships takes work, but like any skill, we can learn how to build
these relationships by considering useful techniques and then making a decision to apply
them. While we often think of communication as a coding and decoding process, we can
also consider how communication is also a process of constructing meaning out of
messages.
In this session, we will look at ten quick things that you can do to help develop positive
relationships. You will have an opportunity to evaluate what you are doing now and what
you might want to work on. We’ll also talk about the power of words to build you up.
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Ten Quick Wins
One winning communication strategy is to always develop positive relationships with people. Most of us want to do well in life and work, and we want to look forward to our day, not get out of bed with a feeling dreadful or apprehensive. If you add these ten tips to your toolkit, you will build stronger, positive relationships.
1. Speak to people: There is nothing as nice as a cheerful word of greeting.
2. Smile at people: It takes 72 muscles to frown, but only 14 to smile.
3. Call people by name: The sweetest music to anyone’s ears is the sound of their own name used properly and positively.
4. Be friendly and helpful: To make a friend, you have to be a friend.
5. Be cordial: Speak and act as if everything you do is a genuine pleasure.
6. Be genuinely interested in people: You can find things to like in almost anybody if you try.
7. Be generous with praise, cautious with criticism.
8. Be considerate with the feelings of others. There are usually three sides to a controversy: yours, the other person’s, and the truth.
9. Be alert to give service: What counts most in life is what we do for others.
10. Practice your positive sense of humor: The kind that is about telling funny stories about yourself, not other people.
None of these techniques are rocket science, but our ability to apply them sometimes slips away from us.
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Making Connections
On a scale of 1-10 (where 1 is not good and 10 is perfect), how would you rate your present ability to carry out these 10 strategies on a daily basis?
1. ________________
2. ________________
3. ________________
4. ________________
5. ________________
6. ________________
7. ________________
8. ________________
9. ________________
10. ________________ Name one area that you want to improve in.
Outline a plan for improvement.
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The Power of Words
Words are the building blocks of good communication, but from them, we still have to build meaning. Throughout our lives, we can challenge ourselves with learning new and better ways and words with which to enhance our communication with others. Words are very important in our efforts to communicate with others. Use the space below to replace some common self-defeating talk with uplifting words.
Self-Defeating Talk Uplifting Talk
There is nothing we can do.
They won’t allow that.
I can’t…
I must…
If only…
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Session Three: Growing Our Self-Awareness
Self-awareness is all about what it sounds like: growing wiser about who we are and the
things that we like and do not like. When we become more self-aware, we can also
consider other people and how they feel or sense things.
In this session, we will assess our self-awareness according to how skilled we are at
communicating, and whether there is something holding us back. You will have an
opportunity to think about some ways that you can boost your self-confidence.
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Do You Question Your Competence?
Our confidence in our ability to express ourselves well and to keep our composure in
difficult situations can be a crucial asset in the workplace. None of us wants to look
foolish or spend a lot of time being anxious. If we are frequently anxious about making
mistakes, or looking foolish, we limit our own strength.
Complete the following quiz to shed some light on your feelings.
Yes No
I’m concerned that I’m not effective enough when dealing with my supervisor or my co-workers.
After I’ve had a conversation with someone, I sometimes worry if I’ve said anything that could be construed as offensive.
I am frequently in a position of trying to counteract a bad impression I believe I’ve made.
I rarely worry about being considered by others as misinformed or ignorant on things.
When I’m in social situations, I’m not concerned about following rules of etiquette or being self-conscious.
I tend to fret that others may think I don’t know what I’m doing.
I fear that others may not see me as adequately disciplined.
I usually wonder whether my co-workers think that I’m not putting enough time and energy into my job.
I avoid criticizing someone else’s judgment for fear of appearing in the wrong.
I tend to worry that others will laugh at my ideas.
There are no right and wrong answers to this questionnaire. It is a tool to give you an idea about how you feel about your communication skills. Throughout the course, we will present techniques and tools to help you be a stronger communicator.
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Session Four: Communication Basics
Since we’re talking about communication, it makes sense to define it. You might know someone who is an excellent verbal communicator, but not so much in writing. Or you might know an excellent writer who is a terrible speaker. How is it that people get good in one area and not another? In this session we’ll talk about what it takes to be considered a skilled communicator and what people have done to develop those skills.
Defining a Skilled Communicator
What is your definition of a skilled communicator?
Think of a time when you are at your best as a communicator. What do you do? How do you act?
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Think of a time when you are at your worst as a communicator. What do you do? How do you act?
Making Connections
Think of someone you know who is an excellent communicator. What makes that person stand out to you?
What things are they doing that we could learn from?
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Do you also see things in them that they could learn to make themselves even better at communicating?
From this analysis, identify one thing that you can do to be a better communicator.
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Session Five: Communication Barriers
Now that we have a good idea of what it takes to be a skilled communicator, we also need to consider some of the things that get in the way of good communication. These barriers can occur for many reasons. Having a way to deal with them is an important skill for strong communication. In this session, we’ll explore communication barriers and what our own preferences have to do with our expertise in communicating.
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Case Study: New Neighbors
You’ve taken a job working in a manufacturing plant in a fictional city called Midland. It
is about a four-hour flight from where you currently live. You and your family are able to
find a nice home to rent and you are happy to notice that the couple living next door is
approximately your age. The afternoon you move in, you and your family go next door
to introduce yourselves to your neighbors. Although they are polite, they don’t seem
very friendly. Several days later, while you are preparing dinner for a new associate at
work, you run out of sugar and rush next door to borrow a cup. Again you receive a
polite but cool reception from your neighbor.
What is the problem?
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Common Barriers
Experience
This barrier comes from one person always sharing their own experience, and not
allowing others to provide input. This can also occur when a newer employee meets
existing staff and feels that they need to prove themselves independently, instead of
listening to or respecting the experience of their new colleagues.
Emotions
Anger can stop us from hearing what someone says. Love can cloud our judgment.
Background
If someone comes from a very wealthy or very poor background, we might make
judgments about them. People can also make judgments based on the area that a
person is from.
Attitudes
These can stop us from hearing, observing, and perceiving the truth. A negative attitude
can prevent someone from adapting to a change. An overly optimistic attitude can stop
someone from seeing what is really going on.
Culture
If we do not have respect for what other cultures contribute, or the positive attributes of
our own culture, people experience discrimination.
Subject Knowledge
If one person tries to push their knowledge on others, resentment can arise. On the
other hand, if someone pretends to have knowledge and is lying, they will lose credibility
and erode trust.
Prejudice
Prejudices are another thing that can cloud our judgment. If I think that all people who
live in Midland are lazy ne’er do wells, none of them will ever be good enough, in my
estimation. Examine what triggers your prejudices (and why you have these thoughts) in
order to deal with them.
Mood
If we are tired, grumpy, or feeling upset, it’s possible we won’t hear others or want to
engage with anyone. If we are excited and joyful about things and interrupting other
people’s work, it’s possible they won’t get things done either.
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Wording How do you feel when someone starts an e-mail without a greeting? If this is also your
style, it might be fine because there are no wasted words in the e-mail. Other people
might feel that the tone is abrupt for no reason, or that the writer is angry at them.
Education
If I am intimidated because someone approaches me and they have a lot more
education than I do, even though they are asking me for help, I might become nervous,
short tempered, etc.
Noise Level
If there is a lot of noise around and I don’t hear properly, I’m not likely to get the entire
message.
Ambiguity
Clear language helps to remove uncertainty and avoid confusion.
Non-Verbal Messages
Non-verbal messages can convey a lot of meaning, even if you aren’t saying anything. If
I enter your office and you turn your back to me, I will know you don’t want to talk to me,
even though I need to speak with you.
Hearing Difficulties
In order for messages to be understood, we need to express ourselves. For listeners
who are hard of hearing, we may give up before they have understood, or we may avoid
calling them in order to avoid having to take extra steps to make sure that they hear us.
Applying the Answers
What are some of the things that can be done in your organization/department to communicate better?
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Are these physical or mental activities?
Are these individual or team activities?
If your organization/department were a zoo, what kind of inhabitants would it have?
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Being Mindful
It’s important to be sensitive to the needs of others and to pay attention to your
surroundings. This will help you communicate the right way each time. Let’s take a
moment to think about being mindful.
What work-related resources might you take for granted?
What are the dangers if we take resources (including people) for granted?
What can we gain by paying attention to these things?
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Session Six: Asking Questions
One of our in-house trainers describes the best boss she ever had as someone who asked the most challenging questions. Those questions led to valuable discussions that never would have been considered without his ability to create open-ended, provocative questions. In this session, we will learn about the different types of questions and how to probe for additional information to allow for complete exploration.
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Pushing My Buttons
Pick one of the following statements:
o I’m really nervous about speaking in public.
o I am looking for a new car, and I hate car shopping.
o I really hate my job.
o I think this city is too hot.
o I really dislike cooking.
o You’re not very good at your job.
o I don’t like the way you speak to me.
o I think the report you wrote is terrible.
o Your new hair cut isn’t flattering.
o I wish I didn’t have to go to that meeting tomorrow.
If someone said this to you, what questions would you use to probe for more information? Try to list at least five good probing statements or questions.
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Session Seven: Listening Skills
Listening, like asking questions, is a skill that can be learned. As we communicate with
people, listening is a gift that we can give to them in order to really hear what it is they
have to say. Listening well also helps you to build trust and relationships with people.
In this session we will explore the differences between listening and hearing, and learn
what can get in the way of effective listening. You will also be asked to think about how
this information can be applied in everyday situations.
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Can You Hear Me?
Read each of the following paragraphs once and then immediately answer the question below it. Example One I’m walking in the woods and looking at my surroundings in wonder. It’s a gorgeous, warm
day. There are all kinds of dainty wildflowers growing along the edges of the path. I’ve got
my backpack over my shoulders, and a roll of the softest toilet paper there is, just in case
there are no outhouses available, or the outhouses don’t have any toilet paper. I am
always prepared, just like a boy scout, or just like my mother always told me I should be.
Ready. For anything.
Question: What was growing along the edges of the path where I was walking?
Example Two I’m at a networking meeting, and there are some people here that I know and others that
I don’t. I am a shy person, but I would really like to meet the new vice president of
marketing, Richard Stewart, who is a key connection for my department. I wonder if there
is anyone here who could introduce me. I see John Franks has arrived, but he’s got
people almost lined up to see him. Scott Parks, from the computer support section, is also
here. Scott and I get along. Oh, and there is my boss, Jane Almond. I will ask her to
introduce me to the new vice president. This will be a perfect introduction.
Question: What is the new vice president’s name?
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Example Three I need to order some new computers, a printer, and a fax machine for our department.
This will be a complicated process that I haven’t fully worked out yet, since this is the first
time I’ve had to use our procurement process. I will have to arrange to speak with the
procurement manager, David Strauss, but have to contact his assistant Troy first. Then I
will have to file some paperwork that has to be signed off by my manager, Georgia Franks.
This all has to be submitted by Friday the 7th if I want it here by the end of the following
month, since it is a seven-week process.
Question: What is it that you want to order?
Example Four Sometimes being the boss is the last thing that I want. It is our third anniversary of being
in business tomorrow. Anniversaries are not a big thing to me, but our staff expects
something to be done, so I need to step up and look after it. I guess I could have started
thinking about this earlier, but now I am rushed and I have to come up with something. I
suppose cake is a good idea. Balloons might work, although with all the machinery
around, maybe that’s a bad idea. Why didn’t I delegate this to someone like my assistant?
He is way better at this stuff than me, but I should have thought about this earlier.
Question: Which anniversary is this story about?
Example Five “This is an exciting time for ABC Company, who is now ready to expand their business
and open their second location with a huge party.” I wrote this statement as an opener for
our press release, but I am not sure that it’s any good. Did I include the 5 W’s and How?
No? Okay, let’s re-write the statement to include the missing W’s or how, whichever is
missing.
Question: Which of the five W’s and the H are we missing?
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How Do You Rate Your Listening Ability?
One reason listening is so important is that we do so much of it every day. We know that good communicators spend far more of their time listening than they do talking. Like asking questions, listening is a skill that we can develop. In an age when we are inundated with media messages and portable devices, we can choose to be listening more than people did in the past. Answer each of the following questions.
Question Yes No Points
1. Do you enjoy listening?
2. Is it easy for you to listen with interest to a large variety of subjects?
3. Do your friends seek you out to discuss a problem or decision when they need help?
4. Does your attention usually stray toward other groups or people entering or leaving the room?
5. Do you interrupt?
6. Are you more apt to be thinking ahead to what you will say next rather than weighing what you are being told?
7. Do you stop listening to everything when you strongly disagree with the speaker on one point?
8. Do you assume or anticipate regarding the other person’s views?
9. Do you feel you can judge most people quite quickly before hearing them out?
10. Do you generalize (All old people think… all redheads… all college kids…)?
11. Do you encourage others to elaborate or clarify points you have misunderstood?
12. Do you listen to what is not said, such as the obvious omission?
GRAND TOTAL
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Scoring
o Give yourself 2 points if you answered “Yes” for question 1. You enjoy listening as much as you enjoy talking.
o Give yourself 2 points if you answered “No” to questions 4, 5, 6, 7, 8, 9, and 10.
o Give yourself 2 points if you answered “Yes” to questions 2, 3, 11, and 12.
Interpretation
If your score is 20 or more, you've already developed some strong communication skills.
You have the ability to listen to people, understand what they are saying, and
communicate your understanding back to them. Use your listening and communication
skills to help others.
If your score is between 10 and 18, you're within the average range. Use this quiz to help
you identify where you’re doing well and where you would like to do better.
If your score is less than 10, it’s time to start learning! Use this quiz to help you set some
goals. Start with one or two things that you would like to improve on, such as empathizing,
paraphrasing, or asking good questions. Then, we’ll work on setting an action plan, and
you’ll be on the road to being a better listener, and a better communicator.
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Communication Situations
Here are some common situations that can make communication difficult. We have offered some tips for handling each situation. Try to add at least one tip of your own to each situation. You are in a noisy workplace Move to a quieter location, such as a meeting room with a door you can close.
There are visual distractions Move to a less distracting environment. Turn your back to your computer screen, or have a conversation corner in your office that is away from your computer, or where a television screen won’t catch your eye.
You feel really tired Admit that you aren’t feeling your best and are too tired to focus. Reschedule the conversation if possible.
The other person has a very strong accent Admit that you are having trouble with hearing what they say. Respectfully ask them to slow down or help you in some other way, so that you can understand them.
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The other person is speaking too fast for you to understand, or too slowly or softly Admit that you are having trouble following them because they are speaking so quickly (or slowly or softly). Respectfully ask them to change the pace.
The other person keeps using jargon words or terms you don’t understand Politely interrupt. Let them know you are not familiar with a term or expression and ask them to explain.
The other person appears to be very stressed Mention their behavior, and that you have noticed it. Ask how you can help.
The other person uses emotionally charged words or statements Mention the behavior. Use your skills at conflict resolution or difficult conversations to depersonalize the conversation and de-escalate the situation.
The other person is verbally attacking you Call the behavior for what it is. You can stop the conversation and walk away if people continue the barrage.
