Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

Module B:
Communication:
Verbal and Nonverbal

California WIC Training Manual 6/1/2010

Task I/Module B Page i

Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

TABLE OF CONTENTS
OVERVIEW....

Good Communication..

How We Communicate.......

Non-Verbal Communication.......

Behaviors That Affect Communication.

Challenging People......

PROGRESS CHECK.....

LEARNING ACTIVITIES...

12

1: Percent of conversation that is Words, Tone & Body Language..

13

2: Looking at Communication..

14

3: Challenging People...

16

4: Role Plays...

18

5. Providing Information in a Positive Way.

20

PROGRESS CHECK ANSWERS....

24

Page ii - Task I/Module B

California WIC Training Manual 6/1/2010

Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

OVERVIEW
Introduction

This module is about effective communication. Good communication

is an important part of teamwork and good customer service.

Learning
Objectives

After completing this module the Nutrition Assistant will be able to:

California WIC Training Manual 6/1/2010

Explain why good communication is important,

Identify behaviors that can help or hurt communication and team
building,
Identify statements that can hurt communication and some
positive alternatives,
Assess personal strengths and areas needing improvement in
communication skills,
Use techniques that improve communication in challenging
situations
Identify ways to give difficult or negative information to
participants in a positive way
Identify 2 important elements to resolving conflicts with upset
people
Explain how to answer the phone appropriately.

Task I/Module B Page 1

Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

GOOD COMMUNICATION
Definition

Communication is the giving and receiving of messages between

people.

Importance

Good communication is making sure that each person understands

the message and that the message gets to the person in a positive
way.
Good communication helps:
Participants get good customer service
WIC staff work as a team

Good
Communication
Helps WIC
Participants

Good communication helps give participants:

Access to nutritious foods
Accurate and up-to-date information about nutrition
Referrals to other important services

Good
Communication
Helps WIC Staff

Good communication helps WIC staff:

Be more efficient, effective, and satisfied
Feel less stress

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California WIC Training Manual 6/1/2010

Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

HOW WE COMMUNICATE
Elements of
Communication

There are 6 things or elements that are part of how we communicate

with others. These are:

attitude
actions
talking
listening
appearance
setting

Chart of
Communication
Elements

The chart on the next page describes the elements of communication

and how to use these elements effectively. Use the chart to guide you
in your communications with staff and participants.

Learning
Activity 1

To learn more about good communication you may want to try

Learning Activity 1 found at the end of this module.
continued on next page

California WIC Training Manual 6/1/2010

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Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

HOW WE COMMUNICATE (continued)

Elements of Communication
ELEMENT &
DESCRIPTION

SUGGESTIONS

Attitude
How our mood comes
across to people

Be polite, friendly, optimistic & respectful

Show compassion & confidence

Actions
What we do while we
communicate

Make the person feel welcome & comfortable

Be on time & use time efficiently
Focus your full attention on the person

Be courteous
Establish trust
Ask appropriate questions**
Do not interrupt
Choose your words carefully. (For example, carefully choose
when you will use formal or familiar words in Spanish)

Be a good listener**
Avoid judgmental responses
Help the person identify her/his feelings
Reassure the person that her/his feelings are okay

Posture: Lean toward the speaker. Avoid crossing arms & legs.
Gestures: Use open-palm gestures. Do not point, clench fist or
shake fingers.
Facial expressions: Nod or smile. Do not look bored or
disgusted.
Eye contact: Maintain eye contact only if it is culturally appropriate.
Body Language: Do not fidget or act restless. See Nonverbal
Next page
Voice: Use a respectful tone that is not too loud.

Talking
What words we use,
what questions we ask,
how we ask them, &
when we talk

Listening
How we listen &
how we respond

Appearance
How we look
(non-verbal cues)*

Setting
How the area looks
& feels

Make sure the area is clean, attractive and orderly

Make sure the area feels private

**You may want to read Task IV - Module A: Individual Education (Counseling) for more information
on asking questions, good listening skills and non-verbal cues.

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California WIC Training Manual 6/1/2010

Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

NONVERBAL COMMUNICATION
Nonverbal
Communication

People tell much of what they are thinking and/or feeling through
nonverbal communication. Nonverbal communication is believed
more that what we say.
1. Responsiveness and Cooperativeness
a. Open hands
b. Relaxed facial expression
c. Head tilted
d. Index finger along cheek
e. Leaning forward with sincere interest
2. Defensiveness and Suspicion
a. Arms or legs crossed tightly in protective gestures
b. Minimal eye contact with sideways or darting glances
c. Squinting or peering
d. Touching or slightly rubbing the nose
f. Rubbing behind the ear with index finger
g. Rubbing the eye
3. Frustrated, Lack of Confidence, Nervousness
a. Wringing of hands
b. Rubbing back of neck
c. Twitching face
d. Shaky voice
e. Fidgeting
f. Plucking at collar
4. Anger, Aggressiveness, Dominance
a. Rigid body
b. Glaring eyes and tight closed lips
c. Fist-like gestures
d. Pointed index finger
e. Territorial dominance
f. Inappropriate touching
5. Tiredness or Boredom
a. Drumming on the table
b. Tapping of feet
c. Looking at a clock or watch
d. Staring out into space
e. Drooping eyelids
f. Head in palm of hands
g. Blank stare

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Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

BEHAVIORS THAT AFFECT COMMUNICATION

Positive or
Negative Effects

Your behavior can have a positive or a negative effect on how well the
WIC program works. Participants get better service when you use good
communication skills with co-workers and participants.

Put Positive
Behaviors into
Practice

The following behaviors can help communication and teamwork. Use

these with co-workers and participants:

Avoid Negative
Behaviors

The following behaviors can hurt communication. Avoid these at all

costs! Do NOT:

Learning Activity 2

Page 6 - Task I/Module B

show respect
be polite
be on time
have a positive attitude
listen carefully
show empathy
be flexible
be helpful
give compliments
show appreciation

look down on others

blame others
gossip
complain
interrupt
correct others
criticize

To learn more about good communication, you may want to try

Learning Activity 2 at the end of this module.

California WIC Training Manual 6/1/2010

Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

CHALLENGING PEOPLE
Working with
Angry People

Most of the people you will work with at WIC will be friendly. Sometime
you will have to communicate with someone who is upset or angry.
Learning to communicate well with an angry person can take extra skill.

Challenges Practice Makes

You Shine

How can you handle a situation when a WIC participant becomes

upset, frustrated, unhappy or angry? Read through this strategy called
VERA and consider how this would work for you.
V - Vent: Let the customer vent. Listen to them! Let them get it all out.
Make it your goal to really understand what happened. Be a partner, not an
adversary. Suspend judgment. Just listen and be calm. You cant calm a
customer if you are not calm. Take a deep breath or have a drink of water to
calm yourself. Also, dont take the situation personally.
E - Empathy: Acknowledge the vent. Separate the people from the
problem. Do this by letting them talk and putting yourself in their place. Listen
to their whole story without interruption. Show you are listing with eye contact,
and other verbal attends. Dont respond with but our policy is . . . or WIC
Rules say. Dont make excuses for yourself or anyone else. Show a desire
to help the participant resolve the issue. After they are done, you can say you
are sorry this happened to them and try to help.

R - Real Problem: Identify the real concern. Figure out the real issue that
needs to be solved. Ask tactful questions to get the bottom of it and to find
out the facts. Make sure you understood what they told you. You were angry
about being told you were too late for the class.: Or You felt the clerk
treated you rudely. Ask questions to draw out their feelings. How did that
make you feel? State what you think is the problem. Sounds like you need
another appointment.

A - Agreement: Find an answer together. Respect their point of view. If

they know you are on their side, this will have a calming effect. They will feel
that least someone understands. Agree with what you can. Act with sincerity.
Say, We both agree this should never have happened to you. Show respect
if you do not agree. Take responsibility if you can.
Agreement on a solution- Ask what would work or suggest something.
Explore mutually acceptable options. Say What appointment times will work
for you? Try to phrase things positively not I cant make an appointment
for you until next week, but instead, We have a Tuesday appointment. Offer
to do something. I can make that appointment right away. Be careful not to
promise something you cant do. When you agree on a solution, recap it for
the participant. Summarize what you will do and follow through!

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Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

CHALLENGING PEOPLE (continued)

Behaviors to Avoid

When in a challenging situation the following are behaviors to avoid:

Learning
Activity 3, 4, 5

Page 8 - Task I/Module B

Scowling, rolling your eyes, or smiling inappropriately.

Touching an angry person.
Slouching.
Sitting or standing with arms crossed.
Chewing gum or eating.
Sighing. (This may look like you are annoyed or impatient.)
Moving slowly when responding or taking action. (This may further
upset the person.)

To practice using effective communication skills you may want to try

Learning Activity 3, 4, 5 found at the end of this module.

California WIC Training Manual 6/1/2010

Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

PROGRESS CHECK
1. Mark the following as TRUE or FALSE.
_______ Communication is the giving and receiving of information.
_______ Good communication can help WIC staff work as a team.
_______ Good communication is not necessary for good customer service.
_______ Our attitude and our appearance are not part of how we communicate.
_______ Avoiding judgmental responses is important to good communication.
_______ Maintaining privacy is not important to good communication.

2. Put a check (9) mark next to any of the items that would help to improve communication.
______ leaning forward in chair, nodding, and smiling
______ listening carefully
______ identifying the speakers feelings
______ sitting with folded arms
______ Chewing gum while talking
______ starting the session on time

California WIC Training Manual 6/1/2010

Task I/Module B Page 9

Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

PROGRESS CHECK (continued)

3. Mark the following behaviors as P for having a positive effect on communication or N for
having a negative effect on communication.
______ correcting others
______ interrupting
______ being flexible
______ showing respect
______ being polite
______ listening carefully
______ avoiding challenging people

4. Match the statement that you should avoid with its alternative, more positive statement.
_____ You didnt do this right!

A. Im confused. Please clarify

for me.

_____ You arent making any

sense!

B. We want you to be healthy.

Exercise helps people stay
healthy.

_____ Sit here!

C. I notice that you were late to

your last 3 appointments.

_____ You should exercise more.

D. Please feel free to have a seat

while you are waiting.

_____ You always show up late!

E. There are a few items here

that need to be changed.

_____You have to bring your sons

blood test results.

F. We need your sons blood test

results next time.

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California WIC Training Manual 6/1/2010

Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

PROGRESS CHECK (continued)

5. VERA is a method of dealing with challenging situations. Complete what the letters represent and
summarize the concept:
LETTER STANDS FOR:

SUMMARIZE:

6. Put a check (9) mark next to any of the items that would help and not hurt your communication
with someone who is upset.
______

using I statements instead of you statements

______

sighing

______

respecting the person and taking what s/he says seriously

______

acting annoyed

______

listening carefully to what s/he says

______

staying calm

______

speaking in a caring yet firm tone

______

dealing with the participants feelings first and then the problem

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Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

LEARNING ACTIVITIES
The following activities are included and are recommended for interactive learning:

Learning Activity 1: Body Language: Percentage Words, Tone & Body Language

Learning Activity 2: Looking at Communication

Learning Activity 3: Challenging Situations Case Studies

Learning Activity 4: Role Plays

Learning Activity 5: Providing Information in a Positive Way

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California WIC Training Manual 6/1/2010

Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

ACTIVITY 1: PERCENT OF CONVERSATION THAT IS WORDS, TONE AND BODY LANGUAGE

Based on what we have covered in Verbal and Non Verbal communication, estimate the impact
of Words, Tone, and Body Language in conversation.
Guess:
______%

Words The actual words spoken.

______%

Tone Tone of voice, the way the words were spoken.

______%

Body Language The total presentation: body movements, facial

expressions and hand gestures.

(Answer: Words 8%; Tone 37%; Body Language 55%)

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Task I/Module B Page 13

Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

ACTIVITY 2: LOOKING AT COMMUNICATION

Learning
Objectives

After completing this activity, the Nutrition Assistant will be able to:

Instructions

identify what is needed for good communication.

1. Arrange with your mentor or supervisor to observe one or more

co-workers communicate with some participants. You will watch
them:
greet participants as they arrive at the site,
assess eligibility,
counsel,
teach class, and
hand out food instruments.
2. Make sure the co-worker explains to the participant that you are
observing the session for training purposes.
3. Write down your observations on the form on the next page.
Note anything that seems to help communication.
4. Discuss your observations with your mentor or supervisor.

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California WIC Training Manual 6/1/2010

Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

ACTIVITY 2: LOOKING AT COMMUNICATION

Observations

Situation

(Note attitude, actions, talking, listening, appearance and setting.)

Greeting participants

Assessing Eligibility

Counseling

Leading
Class Session

Handing Out
Food Instruments

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Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

ACTIVITY 3: CHALLENGING PEOPLE

1. A participant comes into the WIC site angry. You are the first person she sees. She starts
to scream and curse at you. You are unclear as to why she is upset. What do you say to
her?

Your Approach:

2. A participant has missed her 3:00 appointment. She comes in at 4:55 and appears very
upset. She tells you she needs to be seen. The site closes at 5:00. What do you say to
her?

Your Approach:

3. You are counseling a participant about breastfeeding. She does not trust anything you say.
She constantly questions you and rolls her eyes at you. You are not sure she is getting
anything out of the session. What do you say to her?

Your Approach:

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California WIC Training Manual 6/1/2010

Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

ACTIVITY 3: CHALLENGING PEOPLE

4. A co-worker is having family problems and is spending a lot of work time chatting with coworkers. She often comes to you for moral support. You notice that you are getting behind
with your work due to the conversations with her. What do you say to her?

Your Approach:

5. A co-worker who is training you suddenly bursts out in anger. She tells you she shouldnt be
training you and that she is overworked and underpaid! What do you say to her?

Your Approach:

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Task I/Module B Page 17

Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

ACTIVITY 4: ROLE PLAYS

Learning
Objectives

After completing this activity, the Nutrition Assistant will be able to:

show how to use effective communication skills.

Background

A role play is when 2 or more people act out a scene as though it

was real life. Props such as baby dolls or food models are not
needed but may be helpful.

Instructions

1. Ask your mentor, supervisor, or a co-worker to role play any 3 of

the 5 roles (A-E) described on the following page.
2. Using the information you have learned about good
communication, act out the role of a WIC Nutrition Assistant for
each of the 3 situations.
3. Mentor/Supervisor/Co-Worker: Using the role plays as your
guide, act out the role of the participant or co-worker. Try to be
as realistic as possible.
4. After each session, ask your co-worker to tell you what s/he
noticed. Make sure to ask for your strengths as well as
weaknesses.
continued on next page

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Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

ACTIVITY 4: ROLE PLAYS

Role Play
A

Debbie Kendle is a 20-year-old pregnant woman who comes in with her

mother. This is her first pregnancy and she is rather shy and does not say
much. Her mother, however, is eager to tell you everything!

Role Play
B

Maria Gomez has not followed any of the dietary suggestions you gave her
last visit. She also does not speak much English. She seems to be eager to
make some changes in her diet.

Role Play
C

Sue Lee comes to the WIC site very upset. This is her first visit. She wipes
her tears but doesnt seem able to stop crying. She says something about her
boyfriend having a gun.

Role Play
D

Tammy Gray, a co-worker, needs your help interpreting for a Spanishspeaking participant. You are in the middle of a session with a participant
when she rudely interrupts you. She tells you it is urgent.

Role Play
E

At a staff meeting Jasmine White, a co-worker, criticizes the way you handled
a participant. She calls you insensitive and racist.

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Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

ACTIVITY 5: PROVIDING INFORMATION IN A POSITIVE WAY

Learning
Objectives

After completing this activity, the Nutrition Assistant will be able to:

Instructions

Tell participants difficult or negative information in a positive

way.

1. The next few pages contain 5 situations in which the WIC staff
person has given difficult or negative information.
2. For each of the statements made, give a more positive alternative
in the box provided.
3. You may want to discuss your alternatives with your mentor or a
supervisor.

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Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

ACTIVITY 5: PROVIDING INFORMATION IN A POSITIVE WAY

1. Nancy Billings, who is pregnant, is not eligible for WIC. Her income is $1,000 over the annual
limit. A WIC staff person tells her:

You are not eligible! Not much we can do for you here!
Better words:

2. Mei Li Hong walks into the WIC site and checks in at the front desk. Two staff people are sick
and appointments are running about 1 hour behind. The WIC staff person says:

Sit down. Theres a long wait. Were running behind schedule!

Better words:

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Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

ACTIVITY 5: PROVIDING INFORMATION IN A POSITIVE WAY

3. Kim Nguyen who is Vietnamese speaks limited English. The clinics Vietnamese interpreter is
out sick and there is no one else who speaks Vietnamese. A WIC staff person is counseling
her and says:

We cant help you since our interpreter is not here.

Better words:

4. Patty Coleman shows up at the WIC site but her appointment is not until the following week.
She tells the person at the front desk that she checked her calendar and believes her
appointment is today. The WIC staff person tells her,

You made a mistake! Come back next week!

Better words:

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California WIC Training Manual 6/1/2010

Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

ACTIVITY 5: PROVIDING INFORMATION IN A POSITIVE WAY

5. Roberta Jones does not nurse her infant son who is now 7 months old. She can no longer be
served by WIC and must be disqualified from WIC. The WIC staff person says:

We have to disqualify you.

Better words:

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Task I/Module B Page 23

Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

PROGRESS CHECK ANSWERS

1. Mark the following as TRUE or FALSE.
TRUE

Communication is the giving and receiving of information.

TRUE

Good communication can help WIC staff work as a team.

FALSE

Good communication is not necessary for good customer service.

FALSE

Our attitude and our appearance are not part of how we communicate.

TRUE

Avoiding judgmental responses is important to good communication.

FALSE

Maintaining privacy is not important to good communication.

2. Put a check (9) mark next to any of the items that would help to improve communication.
leaning forward in chair, nodding and smiling
listening carefully
identifying feelings
sitting with folded arms
chewing gum while talking
starting the session on time

Page 24 - Task I/Module B

California WIC Training Manual 6/1/2010

Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

PROGRESS CHECK ANSWERS (continued)

3. Mark the following behaviors as P for having a positive effect on communication or N for
having a negative effect on communication.
N

correcting others

interrupting

being flexible

showing respect

being polite

listening carefully

avoiding challenging people

4. Match the statement that you should avoid with its alternative, more positive statement.

E You didnt do this right!

C. Im confused. Please clarify for

me.

A You arent making any

sense!

D. We want you to be healthy.

Exercise helps people stay
healthy.

D Sit here!

E. I notice that you were late to your

last 3 appointments.

F. Please feel free to have a seat

while you are waiting.

You should exercise more.

C You always show up late!

G. There are a few items here that

need to be changed.

F You have to bring your

sons blood test results.

H. We need your sons blood test

results next time.

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Task I/Module B Page 25

Task I: Communication and Cultural Competence

Module B: Communication Verbal and Nonverbal

PROGRESS CHECK ANSWERS (continued)

5. VERA is a method of dealing with challenging situations. Complete what the letters represent
and summarize the concept:
LETTER STANDS FOR:
V

Vent

Empathy

SUMMARIZE
Let the customer vent Listen to them! Let them get it all out. Just
listen and be calm. Also, dont take the situation personally
Acknowledge the vent. Separate the people from the problem.
Listen to their whole story without interruption. Show you are
listing with eye contact, and other verbal attends. After they are
done, you can say you are sorry this happened to them and try to
help.

Real Problem

Identify the real concern. Ask tactful questions to get the bottom of
it and to find out the facts. Make sure you understood what they
told you.

Agreement

Find an answer together. Respect their point of view. If they know

you are on their side, this will have a calming effect. To find
agreement on a solution, ask what would work or suggest
something. When you agree on a solution, recap it for the
participant. Summarize what you will do and follow through!

6. Put a check (9) mark before any of the items that would help and not hurt your communication
with someone who is upset.

using I statements instead of you statements

sighing

respecting the person and taking what s/he says seriously

acting annoyed

listening carefully to what s/he says

staying calm

speaking in a caring yet firm tone

dealing with the participants feelings first and then the problem

Page 26 - Task I/Module B

California WIC Training Manual 6/1/2010