The process of communication is twofold: sending and receiving
information. In particular, verbal communication involves talking and listening.
When talking, care must be taken to:
° Be as clear and concise as possible.
° Refrain from being offensive.
° Consider the listener's
° Be aware of assumptions made in statements.
Refrain from talking too much.
Active engagement in listening is called active listening for
which three considerations are paramount: comprehension, acceptance and
processing. In order to listen actively, you must:
° Pay attention to both verbal and nonverbal
° Concentrate on what the other person is saying, not on what
you want to say next.
° To the best of your ability, refrain from
° Try to empathize with both verbal and body language.
° Ask questions to show interest or for clarification.