Transcript Diapositiva 1 - Starwood Assessment

Effective Communication
Communication
• Active listening 1 – or how to really
listen
• Active listening is the term used to
describe consciously paying attention to
another, rather than letting their words
wash over us (and only hearing some of
them). Active listening is a skill, and like
any other skill we can all develop it – with
practice
Communication
1. Really concentrate on the speaker – we are capable of
processing far more information than the normal speed
of speech in words per minute. Harness this spare disk
space to listen actively.
2. Pay attention to what is being said and what is not being
said. Be sure to ask questions around the latter.
3. Give vocal encouragement without cutting across or
interrupting (‘I see…’)
4. Build on what has been said, using their language (such
as company jargon).
Communication
6. ‘Echo’ key words – shows you have listened without
interrupting.
7. Engage in eye contact and be sensitive to different
cultures – what is considered a comfortable level of eye
contact can vary.
8. Summarise what you believe has been said – do this
more frequently in longer meetings with several
attendees.
9. Be aware of your own and others’ body language, or
non-verbal communications. We cannot not
communicate, even when we are not speaking.
10.Ask the right questions.
Communication
• Active listening 1 – Exercise
• Look at the 10 points and give yourself a mark out of
10 according to how well and how often you actively
listen.
• Highlight 3 areas where you want to improve and
listen out for them in this workshop
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• Active listening 2 - Good
question…
• When we want to establish
rapport:
– How are you?
– Good weekend?
– How’s business?
Communication
• Building rapport 1 - seeing the
other perspective
• When communicating with others, remember
that people do things for their own reasons, not
yours (so this bit really helps).
• Get to know the people you want to improve
communications with and find out what makes
them tick. They may view the world very
differently to you…
Communication
• Building rapport 2 - tuning into
Language
• We take the world in through our senses. At
work, these three senses tend to predominate.
(VISUAL, AUDITORY, KINAESTHETIC)
• SEEING, HEARING, DOING
• What’s more, each of us has a preferred sense
for receiving and giving information about the
world.
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• Building rapport 3 – non-verbal
communications
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- Eye contact
- Posture
- Gestures
- Facial expression
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• Rapport is natural, and can be further developed
and encouraged
• Conversation is easier when you have a rapport
• Rapport encourages people to open up
• Rapport needs to be built subtly
• People notice when you break rapport
Communication
• Building rapport 3 – non-verbal
communications – Exercise
• Think of a time when a proposal, argument,
discussion, deal, whatever, in your terms. That
you dealt with and put yourself in the other
persons shoes and ask ‘What’s in it for me?’
WIIFM.
• My next opportunity to put this into practice
will be?
Communication
• Mirroring and Matching
• Are terms used to describe the
process of adjusting some aspect of
our behaviour to another person or
people. The list below gives you a
range of strategies for mirroring and
matching. With practice you will
develop your ability to build rapport in
this way with anyone you choose.
Communication
• Mirroring and Matching cont…
• In order to keep it real, try matching
and mirroring when you are speaking
(doing it when another is speaking
looks bogus). Try one or two of these
strategies out at a time, and observe
the results you get!
Communication
• Golden rules of Communication in
a crisis
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Golden rules of Communication in a
crisis
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Sympathy First
State The Facts
Detail What We Intend To Do
Be Honest
Be Humble
Remain Calm
Remember Your Legal Boundaries
Advise When Additional Information Will Be
Released
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• Conclusion
• “The single biggest problem with communication
is the illusion that it has taken place.”
George Bernard Shaw
Communication
• Questions