Verbal Communication

Verbal Communication

Verbal communication is how people communicate in person (or virtually) using words.

Tips for Verbal Communication

Here are six things to consider when thinking about your verbal communication:

• Remember to be aware of what you are saying.
• Consider your position of privilege and power as staff providing this service.
• Before you speak, think about your purpose, or the main idea of your words.
• As you speak, watch the other person to see if your point is having the desired effect. If not, think about what you are saying, revise your message and try again.
• Use plain language and be aware that plain language should not be used in a way that makes someone feel they are considered less intelligent. For example, it is generally best to avoid acronyms that not everyone might know, but at the same time, avoid over-explaining concepts that are generally known.
• Only provide advice to people when they request it.

Importance of Being Non-judgmental

As you interact with the public, it is important to be non-judgmental. The opposite of feeling a sense of belonging is to feel judged. Being “judgmental” is coming to conclusions about someone without knowing all the facts. 

If someone feels that they are being judged, it can cause resentment that grows over time and can lead to behaviours that challenge.  This is especially true if someone feels that a program is the only available resource in a community and they feel that they are being judged while there.  

When people access City services there can be an imbalance of power. In City programs, some patrons may want to tell you their story. Reasons that people will tell their own story include: 

• Feeling they are listened to and their voices are heard.
• As a tool of promoting relaxation.
• As a way to communicate thoughts and feelings.
• As a tool to judge you as a service provider by your reaction to their story.
• As a method to judge your authenticity towards them.
• Because stories reveal their truths about the world they live in.
• As a way to establish their credibility through stories they tell you.