Transcript Communication skills

Communication skills
seek first to understand than to be understood
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
Communication methods
50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
writing
reading
speaking
listening
Communication methods
50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
writing
reading
speaking
listening
Types of communication
• Intra personal
• Inter personal
Intra personal
• You and yourself
• Personal bank account
• If u cannot communicate with your self
how can u communicate with others
• Talk with your self as anyone else
Interpersonal communication
• it is the process of
sending and receiving
information among
people
medium
receiver
Sender
feedback
Emotional bank account
• Depositing and withdrawal
• Green vs. red line
listening
Seek first to
understand
listening
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1.
2.
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4.
5.
We filter every thing through our
paradigm
Listening levels
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
Two basic types of questions
1. Closed questions
Get a one word response
Questions begin with who when and which
2. Open ended questions
Invite unique thought, reflection or explanation
Questions begin with how what and how come
not why
Barriers to listening
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Takes time
Takes a clear mind
Emotional state
Noise and verbal clutter
Boredom
Shrinking attention
Listening tips
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Eye contact
Relaxed attention
Open mind
No interruption
Wait for pause to ask questions
Ask relevant questions
Feel the speakers feelings
Give feedback
Think about what's not said
Speaking behaviors
1
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
importance of
body langage
importance of
words
importance of
voice tone
90
80
70
60
50
40
30
East
West
North
20
10
0
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr
speaking
• Define needs
• Deal with different mentalities differently
Speaking tips
• Organize
-determine others needs
-decide what results you want
• Express
-introduce
-state and support your idea
-address others concern
• Check
• -check for reactions
Effective communication
speaking
listening
Barriers to communication
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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
• Speaking for others
• 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