14 Effective Communiication Facilitator Guide

Communicating Effectively

COMMUNICATING EFFECTIVELY:
Facilitator’s Guide (All)

1Before You Begin

Prepare the following items prior to beginning the meeting:

Flip chart, markers, and flip chart stand
Set up video projection for the C1 ― Customers First Series Video: Communicating Effectively.
Print a Participant Worksheet for each participant.

2Introduce the Topic

Flipchart the following:

Communication

Nonverbal= 93% of The Message
(Body Language, Tone of Voice,
Inflection)

Verbal= 7% of The Message
(Words Actually Spoken)

Things to Discuss

James Borg, a famous communication researcher and the author of the world’s best-selling book on persuasion (Persuasion: The Art of Influencing People) states that this is true.
Who agrees with this?
Who does not agree with this?
Why?

3Video: Communicating Effectively

Show the video.

4Activity

Divide the participants into groups of three.
Each person should select one of the three statements in their worksheets: “I am really frustrated that you are late!”; “I am so happy that you are on time!”; “I am really angry that you ate the rest of my food!”
Groups should take turns doing the following:
Communicate their statement to someone else in their group using only body language (i.e., using no words). The rest of the group should try to guess what the statement is.
Communicate their statement both verbally and nonverbally, using body language and tone of voice/inflection that matches the intended message.
Communicate their statement verbally and nonverbally again; however, this time, they should use body language and tone of voice/inflection that does NOT match the intended message.
Groups should then discuss how changing body language and tone of voice/inflection can either reinforce or distract from a person’s intended message.

5Reinforcement

Encourage participants to focus on noticing others’ body language and tone of voice/inflection this week and responding appropriately with their own nonverbal communication.Follow up in your individual coaching sessions to identify any change that participants have observed.