Transcript Communication skills seek first to understand than to be understood

Communication skills
”seek first to understand than to be understood”
Stephen Covey
Let’s start with the movie
Why communication
• Effective communication skills are critical
element in your career and personal life
• Marketing
• We all must use a variety of communication
techniques to understand and be understood
Why communication
• Half of what is said is heard
• Half of what is heard is listened to
• Half of what is listened to is understood
• Half of what is understood is believed
• Half of what is believed is remembered
So it ends up remembering 1/32 of what is said
All communication methods are important
in training but our emphasis will be upon
the spoken word... since
70 % or all our communication efforts are:
misunderstood, misinterpreted, rejected,
disliked, distorted, or not heard (in the
same language, same culture)!
Communication methods
50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
writing
reading
speaking
listening
Communication levels
50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
writing
reading
speaking
listening
Types Of Communication
Communication
Intra-personal
Inter-personal
Intra personal
• You and yourself
• If u cannot communicate with your self how
can u communicate with others
• Talk with your self as anyone else
• Personal bank account
Interpersonal communication
• It is the process of
sending and receiving
information among
people
medium
receiver
Sender
feedback
What’s that??
I know you believe you understand
what you think I said
BUT
I am not sure you realise that what
you heard is not what I meant
Emotional bank account
• Depositing and withdrawal
• Green vs. red line
Let’s play a PLAY
listening
Seek first to
understand
listening
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•
1.
2.
3.
4.
5.
We filter every thing through our paradigm
Listening types
Ignoring
Pretending
Selective
Attentive
empathetic
Empathic listening
• I don't care how much you know until I know
how much you care
• It takes time
• EBA
• Listen with your heart
Techniques to improve listening skills
Paraphrase
Restate what was said in
your own words
Question
Challenge speaker to think
further clarifying both
your and their
understanding
Summarize
Pull together the
main point of a
speaker
Barriers to listening
•
•
•
•
•
•
Takes time
Takes a clear mind
Emotional state
Noise and verbal clutter
Boredom
Shrinking attention
Play this game
Modes of communication
Verbal
•Pace
•Power
•Pause
Non-Verbal
•Appearance
•Body language
•Eye contact
•Manners
•Visuals
Verbal Communication
Effective use of words
• Using effective words
• Tailoring words
• Speech rate
• Loudness
• Asking questions
Non - verbal communication
Speaking behaviors
Importance of words
Importance of voice tone
Importance of body
language
Non-verbal communication
‘Body Language’
t
t
t
t
t
Face
Arms
Body Angle
Hands
Legs
(95%)
(90%)
(80%)
(70%)
(50%)
Non-Verbal Communication
‘Space and physical contact’
• Distance during interaction
• Touching
Non-verbal communication
-Appearance
• Dress like the customer
-Visuals
-Manners
Game
Barriers to communication
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•
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•
Judging
Sending solutions
Finishing other sentences
Preparing our response before someone has finished
speaking
• Filtering contents or meaning based on the speaker
• avoiding
finally
Communication is a two way process in order to
have good communication
-listen to understand
-understand before speaking
-Speak to be understood
-seek understanding before proceeding
-repeat
Final word
Personality
What you say and do
What people can see
20%
Character
What you really are
Your inside
80%