How to Coach Yourself and Others How To Perform On The Job Coaching | Page 152

Effective Communication
The Communication Process

The model above shows the sequence of steps needed for effective communication.
If any step is missed or not completed, the process stops until that step is completed successfully.
Think about the following questions:
1. Is it true that all communication is an exchange of information?
2. What happens if we do not make sure that there is understanding?
3. How can anyone believe or trust if they do not understand?
4. How will they commit to an action if they do not believe it is in their best interest?
Effective communication involves the successful completion of each step in sequence.
Successful communication can be learned. In the following pages are specific techniques you can
learn and apply as a coach.
Listening Skills
Good listeners
• Don’t interrupt or plan a response while another person is talking.
• Are not judgmental.
• Think before answering.
• Try to face the speaker and maintain eye contact.
• Watch nonverbal behavior; listen with eyes as well as ears.
• Ask questions and wait for an answer.
• Don’t have to have the last word.
(Adapted from Richard Gemmet, 1977)
List some ways people communicate nonverbally.
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