The way we communicate differs according to the situation and the people we are talking with.

 

1. Consider how you might talk differently to:

• Friends

• Family

• Employer

 

In the following situations:

• Saying hello

• Asking for help

• Showing excitement

 

2. How does how we communicate differ for each group? Discuss.

 

The Power of Non-Verbal Communication

Have you ever been caught rolling your eyes at a teacher or parent? What signal does it give off?

 

There are all types of communication. Believe it or not, the type that uses no words is the kind that is the most important. 

 

When it comes to communication, what people SEE is often more memorable than what they hear. This is referred to as body 

language and includes facial expressions, eye behaviour, gestures and more. Body language can express your emotions and attitudes. It can even contradict what you say verbally!

 

 

3. How does this employee communicate? List the issues with her communications skills (both verbal and non-verbal)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

4. Read through this role play script and discuss how Jade handles an unhappy customer. Jade's job is mowing lawns.

 

 

ROLE PLAY

Jade arrives early at Mr. Z.’s house (her first customer of the day) and gets ready to begin mowing. 

Mr. Z.:      You’re finally here! 

Jade:        Hi, Mr. Z. Yes, I’m here to mow your lawn.

Mr. Z.:     Well, you didn’t do a very good job last week.

Jade:       I wasn’t the person who mowed your lawn, but I’d like to hear why you were unhappy with the job. 

Mr. Z.:    It was just a mess!

Jade:      Can you please be more specific? What exactly didn’t you like? In what way was it a mess? 

Mr. Z.:    Well, it looked just awful.

Jade:      Mr. Z., I really want to make sure that whatever upset you last time doesn’t happen again. If you will tell me exactly what you                      want done differently in the future, it will really help me to be sure your lawn is mowed just the way you like it. 

Mr. Z.:    Well, the cut grass was left on the lawn, and the edges weren’t straight. 

Jade:      Okay, let me be sure I understand. Besides mowing, you want us to be sure to rake up, remove the cut grass, and be more                          careful to straighten the edging. 

Mr. Z.:    Yes, that is exactly what I expect! 

Jade:       Thanks, Mr. Z. I’ll be sure to do those things today, and I will let the boss know that’s what you’d like done from now on. 

Mr. Z.:    Thank you very much.

 

 

Jade's communication skills help her to do her job better and build the business. Employees need people who can not only be polite, but can use their emotional intelligence to solve problems and communicate effectively with their customers. 

 

5. Reflection - how well do you communicate? What skills do you need to work on to improve your communication skills and get ready for the world of work