Empowering PeopleEffective 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

Introduce basic communication

skills to enhance effective

communication when promoting

and carrying out the work of the

organisation.

Promoting the work and activities of EDS UK

One to One Communication: members/vols/staff

Managing Group Sessions

Communication

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

• Timekeeping • Respect • Confidentiality• Safe Learning Environment • Participation• Flexibility • Phones

NameRole/LocationThree words to describe EDS UK

Communication

Why choose EDS UK?

ORGANISATION SERVICES/VOLUNTEERING

BRAND 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!

Need of organisation,

community or clientVolunteer roledescription

Recruitment method

Medium of contact

Potential Volunteers/ Donors/ Members

Target group

“MESSAGE”

IMAGE

Promoting EDS

Fundraising Event Plan

Support Group Agenda/Plan

Relaxed Family Atmosphere

Superb Value for Money

Extensive Range of Local French Dishes

Extensive Wine List

Friendly French Staff

Pierre’s

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 pastAddress/ Telephone

The needs/problem/client group. What the org is trying to do….

What the volunteer/potential donor do to help etc.

Eg provide all materials, you collect the money, give receipts, training and support provided

UK profile, shows you’re forward thinking, meet new people, gain new skills and experience

How to get in touch.

THE SOLUTION

RELIEVE FEARS

BENEFITS

NEXT STEP

THE NEED

Get your message across

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.

Promoting the work and activities of EDS UK

One to One Communication: members/vols/staff

Managing Group Sessions

Communication

TALKTALK TALK

Words7%

Tone of Voice38%

Facial Expression55%

Face to Face Communication

Words Tone of Voice/paralinguistic/way words are said. Facial Expression

HOW DO WE CONVEY MEANING?Professor Albert Mehrabian's Communications Model

Eye movements Body posture

Facial expressions

Head and facial movements

Personal habits

Receiver Responds

What could prevent effective communication?

Sender

Sender Encodes

Message Received

Receiver Decodes

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 tone, mumbling, loud/soft, fast/slow,

Content Know your audience. Use of jargonKnow 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.

Undivided attention

You

Eyes

Heart

Ear

Asking Questions

How? What? Who? When? Why?

Requires more than YES or NO answer

Open Question

Leading Question

These suggest that a particular

answer is required and particular

values should be held.

Closed questionYES or NO answer

Multiple questionsSeveral questions asked at same time.

Positive

Constructive to make it better

Positive- overall comment

Feedback

ExplainingRules:

1 Give a step by step explanation.

2 Clear language - no jargon.

3 Summarise the explanation.

4 Allow discussion & questions.

5 Keep it concise.

6 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.

Promoting the work and activities of EDS UK

One to One Communication: members/vols/staff

Managing Group Sessions

Communication

Group Dynamics

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

AGGRESSIVE

PASSIVE

ASSERTIVE

BEHAVIOURS

AGGRESSIVE

Non – Verbal signalsShoutingLoud VoicePointing FingerFolded ArmsStill Posture

Key words and sentencesYou’d betterIf you don’tWatch outStupidYou!

PASSIVE

Non – Verbal signalsWhining voiceClenched, wringing handsShuffling feetDowncast eyesStoop

Key words and sentencesMaybe I guess I wonderWould you mind very much if….Excuse me but I hope you don’t mind

ASSERTIVE

Non – Verbal signalsCalm and controlled voiceRelaxed postureDirect eye contactUpright posture

Key words and sentencesI thinkI feelI wantLets!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

Introduce basic communication

skills to enhance effective

communication when promoting

and carrying out the work of the

organisation.

1. CLARIFY BEHAVIOUR & CONSEQUENCES

3. IDENTIFY MOTIVATION TO CHANGE - BENEFITS

4. AGREE WHAT NEEDS TO CHANGE

5. OPPORTUNITY TO CARRY OUT NEW BEHAVIOUR

6. PRAISE /FURTHER ACTION

Through supervision meetings….

2. IDENTIFY BLOCKAGES TO SATISFACTORY PERFORMANCE

Dealing with problems

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 Ltd and may not be reproduced for any purpose without the

express permission of Volunteer Now Enterprises Ltd