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
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
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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.
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