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CHCYTH10A Work effectively with the families of young people V1 251.1.1 Communication methodsCommunication can be verbal, non-verbal or written.Verbal communication is generally referred to as relating to the words that arebeing said while non-verbal communication includes all the messages that aresent not using words.Non-verbal communication includes:facial expressionseye contacttone of voicevolume of speechrate of speechhand movements (gestures)body movementsposturespatial distance (how close we stand or sit to someone)touchdress/presentationSAMPLENonverbal communication tips (Kendra Van Wagner: 2007)Developed by TAFE NSW Training and Education Support – Industry Skills Unit, Meadowbank© 2009 TAFE NSW
26 CHCYTH10A Work effectively with the families of young people V1Messages usually contain both verbal and non-verbal components with the verbalpart of the message conveying the content or information and the non-verbal parttelling the receiver what the content means to the person talking. If there is ever amismatch between the verbal and non-verbal message the receiver of thecommunication is more likely to focus on the non-verbal signals that they arereceiving. This is because as receivers of messages we are trying to work outwhat someone means when they are communicating with us and body language ismore likely to give us the clues that we are looking for.The problem with body language, or non-verbal communication, is that it is easy toget it wrong. We usually assume that we know what it means when someone, forexample, won’t look at us when they are talking and so make assumptions thatthey are lying to us when in fact they might be quite depressed or the behaviour isculturally defined.The tendency that people have as receivers of messages to not check outassumptions leads to many problems in relationships and interactions.1.1.2 Attending behaviourAttending behaviour has two steps:1. being ready to listen2. showing that you are listeningBeing ready to listen involves “letting go” of your own thoughts and feelings andbeing prepared to focus on the person who is talking to you. Showing that you arelistening involves a range of active listening skills and non-verbal cues. Attendingbehaviours focus on the non-verbal cues that are involved in the listening process.The most common cues to show attending behaviour include nodding our heads,maintaining eye contact, and using minimal encouragers – the “Mm”, “Mm-hmm”,“right”, Ah-ha” types of noises. Gerard Egan in his book The Skilled Helper (1998)talks about adopting the SOLER position.Effective Listening - SOLERS = face the person squarelyO = open upper bodyL = slight forward leanE = eye contactR = relaxed posture (arms not crossed, etc).SAMPLECommunication cues may be different for some people with specific disabilityconditions.Developed by TAFE NSW Training and Education Support – Industry Skills Unit, Meadowbank© 2009 TAFE NSW
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