Transcript Communicating Effectively

Master The
Message
Communicating For Success
1
Course Agenda
 Benefits Of Effective Communications
 Stating Clear Expectations
 Communication Breakdowns
 Video Component
 Group Communications
 Active Listening Skills
 Putting It All Together
2
Course Objectives
Discuss The Benefits Of Effective
Communications
Establish Guidelines To Improve Our
Communications Skills
Recognize The Value Of Listening
Eliminate Communication Barriers
Demonstrate The Use Of Best Practice
Communications
3
Effective Communications
In Your Table Groups
Discuss The Benefits Of Effective
Communications
And
The Consequences Of Ineffective
Communications
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Benefits
Direction
Teamwork
Accountability
Quality
Productivity
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Consequences
Direction
Teamwork
Accountability
Quality
Productivity
6
Stating Clear Expectations
Your Job Is To Make A Paper Cup
It Must Hold Water
It Must Be Aesthetically Pleasing
You Have Two Minutes
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Stating Clear Expectations
Speak With Clarity & Specificity
Give The Big Picture
Explain The Process
Demonstrate The Process
Confirm All Expectations
Appreciate Questions
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Stating Clear Expectations
In Your Table Groups
Think About The Paper Cup Activity
Using The Guidelines On Page #4
Communicate The Activity
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Roughly 50% Of
Unsatisfactory Employee
Performance Is Caused
By Unknown Or Unclear
Expectations
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The Art Of Communication
In A Recent Survey, 90% Of Managers
Rated Their Communications Skills
In The Top 10% Of All Managers
How Do We Rate?
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How Do We Rate?
12-24
You Might Be Beyond Help 
25-40
Glad You Are Here Today
41-50
You’re Doing A Great Job
51-60
You’re An Outstanding Communicator
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Communication Breakdowns
Employees Place Communication
Problems At The Top Of Their
Frustration List
If We Are Such Great Communicators...
Why All The Breakdowns?
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Why Breakdowns
In Our Haste & Busy Schedules
Message May Be Filled With Static
With So Many Options We Focus On

“How” We Are Going To Communicate
 Versus

“What” We Are Going To Communicate
Communication Is A Two-Way Process
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Master The Message
As you watch the Video
Take Note Of The Variety Of
Communication Tips Provided
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Master The Message
Communicate With Clarity
Group Communications
Confirm Expectations
Awareness of Non-Verbals
Active Listening Skills
Paraphrase, To Show Understanding
Approachability, Compassion, Composure
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Communicating With Clarity
Pair Up With A Partner
Using The Situations On Page #8
Re-Write The Task So It Is Clear,
Concise And Specific
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Group Communications
The “Lead Manager” Should Do The Following:
Facilitate the discussion by asking probing questions when
an idea or statement needs clarification or exploring
Recap discussions to ensure that everyone has drawn the
same conclusion
Focus the discussion if it starts to go astray or gets bogged
down in dead ends
Mediate disputes or debates to work toward consensus
without shutting down any team members
Encourage equal participation from all members
Provide positive feedback for active participation and
innovative thinking
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Group Communications
Stimulate Dialogue
Appoint A “Lead Manager”
Choose A “Problem” To Solve
Brainstorm Ideas Using The Group
Communication Skills
Pages #9, #10 & #11
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Group Communications
Although Employees May Not Ask
They Really Want To Know What All Those
Reports And Numbers Mean
Start With The Basics
Primary Link To The Big Picture
Create Awareness And Understanding
Knowledge Shared Is Power Multiplied
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Sharing Knowledge
1. Show The Team How All The Pieces
Of The Picture Fit Together
2. Demonstrate How The Team Makes
A Difference
3. Teach Employees The Vital Signs
Of The Business
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Time for a Break
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Non-Verbal Communication
Pair Up With A Partner
Read Page #13
Practice A Role-Play Session
Using The Scenario Provided
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Non-Verbal Communication
How Genuine Did The Compliment Feel?
How Would You Feel If Your Supervisor
Delivered His Compliments In This Way?
How Seriously Did You Take The Criticism?
How Would You Feel If Your Supervisor
Delivered All His Criticism In This Way?
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Non-Verbal Communication
As A Group
Begin A Conversation
Role-Play Using The Non-Verbal
Topics On Your Cards
Select An Observer
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Proactive Listening
Proactive Listening Is Conscious
And Deliberate.
It Requires Awareness & Attention
In Recognizing Opportunities To
Gain Valuable Information.
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Proactive Listening
1. Listen To Understand, Not Respond
 Listen for ideas, thoughts and feelings
2. Be Aware Of Non-Verbal Clues
 They reveal subtle feelings and moods
3. Let The Speaker Know You Understand
 Paraphrase to check for understanding
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Proactive Listening
What’s So Hard About Listening?
 Staying Tuned In Despite The Volume Of
Information
 Different Backgrounds, Ways Of Relating
And Speaking
 Technology - Voice Mail, Email, Video,
Teleconferencing, Intranet
 Vocabulary & Frames Of Reference
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(Optional Listening Self-Survey)
Listening Skills Practice
How Are Your Listening Skill?
Pair Up With A Partner
Begin A Conversation (Page #17)
Recap The Conversation Without
Taking Notes
(Optional Listening Activity)
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Gathering Information
Use Open-Ended Questions When



You Want To Stimulate Conversation
Need A Broad Range Of Responses
Need To Get More Information
Use Close-Ended Questions When



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Your Time Is Limited
You Need To Verify Information
You Want To Confirm A Response
Open-Ended Questioning
Stand Up And Form A Circle
In Order To Take A Seat You Must
Ask An Open-Ended Question
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Recognizing Barriers
Environmental noise or background distractions
Jargon or acronyms that may not be understood
Multitasking or working at a computer while
someone talks
Certain nonverbal behaviors such as failing to
maintain eye contact, looking away
Interrupting people while they speak
Not giving the speaker 100% attention
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Communication Process
Sender Has Idea
Sender Encodes Idea in Message
Message Travels Over Channel
Receiver Decodes Message
Feedback Travels to Sender
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Best Practices
Effective Communications
 One On One
 Face To Face
 Group Communications
 Phone Conversations
 Written Communications
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Putting It All Together
 Effective Communications
 Communicate Often
 Communicate In Person
 Communicate With Clarity
 Confirm Your Expectations
 Paraphrase To Show Understanding
 Be Aware Of Non-Verbal Communications
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Communication Tips
Communication Quick Reference
Communication Breakdowns
Delivery & Timing
Target Your Audience
Establish Credibility
Listen To Understand
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Non-Verbal Clues
Clues To Non-Verbal Communication
 Facial Expressions
 Eye Contact
 Hand & Arm Gestures
 Body Posture
 Physical Space
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What Questions
Do You Have?
39