Transcript Monthly meeting_2012.. - Cathay Life Insurance

Communication skill
Prepared by Thuy Tran, Sep 2012
How good are you in communication skills?
Mini test
http://www.mindtools.com/pages/article/newCS_99.htm
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How good are you in communication skills?
Score Comment
Excellent! You understand your role as a communicator, both when you
56-75
send messages, and when you receive them. You anticipate problems, and
you choose the right ways of communicating. People respect you for your
ability to communicate clearly, and they appreciate your listening skills.
You're a capable communicator, but you sometimes
36-55 experience communication problems. Take the time to think about
your approach to communication, and focus on receiving messages effectively,
as much as sending them. This will help you improve.
You need to keep working on your communication
skills. You are not expressing yourself clearly, and you may not be receiving
messages correctly either. The good news is that, by paying attention to
communication, you can be much more effective at work, and enjoy much
working relationships! The rest of this article will direct you to some great
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15-35
Contents
Communication process
Effective communication
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Communication process
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Communication process
1. Encoding: Creating a Clear, Well-Crafted Message
 Understand what you truly need and want to say.
 Anticipate the other person's reaction to your message.
 Choose words & body language => allow the other person
to really hear what you're saying.
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Communication process
2. Choose the right channel: choose the best channel
to use to send your message
 The sensitivity & emotional content of the subject.
 How easy it is to communicate detail.
 The receiver's preferences.
 Time constraints.
 The need to ask & answer questions.
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Communication process
3. Decoding: Receive & Interpret Message
Look at the person.
Pay attention to his/her body language.
Avoid distractions.
Nod & smile to acknowledge points.
Occasionally think back about what the person has said.
Allow the person to speak, without thinking about what you'll
say next.
Don't interrupt.
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Communication process
4. Feedback: sometimes verbal, sometime not. Feedback
through body language is perhaps the most important source
of clues to the effectiveness of your communication (by
watching the facial expressions, gestures, and posture of the
person you're communicating with)
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Effective communication
What is it?
 More than just exchanging information
 Requires you to also understand the emotion behind the
information.
 Can improve relationships at home/work/in social situations
 Enables you to communicate even negative/difficult messages
without creating conflict/destroying trust
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Effective communication
Skill # 1:
Effective Listening
• Make the speaker feel heard and understood
• Create an environment where everyone feels safe to express
• Save time
• Diffuse negative emotions
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Effective communication
Skill # 1:
Effective Listening
• Focus fully on the speaker
• Avoid interrupting
• Avoid seeming judgmental
• Show your interest
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Effective communication
Skill # 2: Nonverbal communication (body language)
 Facial expressions/body movement & gestures/eye contact/
posture/the tone of your voice/your muscle tension and breathing
 The way you look, listen, move, and react to another person
tells them more about how you’re feeling than words alone ever
can
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Effective communication
Skill # 2: Nonverbal communication
How to read:
 Practice observing people
 Be aware of individual differences
 Look at nonverbal communication signals as a group
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Effective communication
Skill # 2: Nonverbal communication
How to deliver:
 Use nonverbal signals matching
up with your words
 Adjust nonverbal signals according to the context
 Use body language to convey positive feelings
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Effective communication
Skill # 3:
Managing stress
 Recognize when you’re becoming stressed
 Take a moment to calm down
 Bring your senses to the rescue
 Look for humor in the situation
 Be willing to compromise
 Agree to disagree
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Something need to avoid
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