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People often hear what they expect to hear rather than what is actually said and jump to incorrect conclusions. Positive communication is the need to communicate in a way that is clear, professional, polite, fair, and consistent. It will also avoid the use of jargon or slang, and shows an awareness of cultural needs and preferences. Positive communication builds a rapport and encourages similar behaviour in customers, service users and clients.

Non-verbal communication is about not what you are saying but what you may be doing. There are many different parts to non-verbal communication, for example how you are standing, what you are doing with your hands, and what your head is doing, for example, nodding can be used several ways to show understanding but tilting the head can be seen as condescending. Your facial expressions, such as smiling at the wrong time, having your arms folded or your hands in your pockets could show disinterest. There are various forms of eye contact, such as being unable to look someone in the eye, staring, blinking too much or too little), your appearance, for example, having a dirty uniform, or wearing clothes with offensive or aggressive slogans.

All of the points I have mentioned need to be considered and self-reflection in our body language at different times is important, as we may be doing things unconsciously without realising.

The obvious pointers when communicating are; good eye contact but not staring, Waiting for your turn when talking to someone, not interrupting or trying to finish sentences, ensuring you are respectful in the way you reply and think about your physical position.

Active listening and paraphrasing are to reiterate part of what has been said to show listening and understanding. Along with this, you can summarise what the person has said, show that you have been attentive and have listened.