Transcript 5 STEPS …COMMUNICATION

5 STEPS
…COMMUNICATION
Effective Communication
Skills
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“We cannot solve our
problems with the same
thinking we used when we
created them”
-Albert Einstein
What is Communication?
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Communication is the transmission of an idea or feeling so
that the sender and receiver share the same
understanding.
Communication is not a mysterious process.
It takes place when the ideas from your mind are transferred
to another’s and arrive intact, complete, and coherent.
Objectives
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• Define and understand communication and the
communication process
• List and overcome the filters/barriers in a
communication process
• Practice active listening
• Tips to improve verbal and non verbal
communication
What are the most common ways
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we communicate?
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Written Word
The Communication Process
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Medium
Barrier
SENDER
(encodes)
Barrier
Feedback/Response
RECEIVER
(decodes)
Types of Communication
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One-way communication
Two-way communication
One to many
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Communication is not dependant
only on ‘words’ ……it can also be
through your ‘body language’ and
‘tonality’
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One sentence can ‘Make a big
difference’…..
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Components of Communication
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Verbal Communication
Vocal communication
Non-verbal
communication
Features of Effective
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Communication …COMMUNICATION
• Active Listening
• Eye contact
• Posture
• Simple language
• Questioning skills
Benefits of effective communication
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Quicker problem solving
Better decision making
Steady work flow
Strong business relations
Better professional image
Barriers to communication
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Noise
Inappropriate medium
Assumptions/Misconceptions
Emotions
Language differences
Cultural differences
Poor listening skills
Use of jargon
Distractions
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Active Listening
Questioning Technique
Form Cocoon
Engage yourself
Don’t ‘Assume’
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Hearing Vs Listening
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Hearing – Physical
process, natural, passive
Listening – Physical as
well
as mental process, active,
learned process, a skill
Listening is hard.
You must choose to participate in the process of
listening.
Active Listening
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The process of recognizing, understanding, and
accurately interpreting communicated messages
and responding to spoken and/or nonverbal
messages.
Steps to Effective Listening:
• Hearing
• Interpretation
• Evaluation
• Respond
Active Listening
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Pay attention.
Give the speaker your undivided attention and acknowledge
the message. Recognize that what is not said also speaks
loudly.
• Look at the speaker directly.
• Put aside distracting thoughts. Don’t mentally prepare a
rebuttal!
• Avoid being distracted by environmental factors.
• “Listen” to the speaker’s body language.
Show that you are listening.
Use your own body language and gestures to convey your
attention.
• Nod occasionally.
• Smile and use other facial expressions.
• Note your posture and make sure it is open and inviting.
• Encourage the speaker to continue with small verbal
comments like yes, and uh huh.
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Provide feedback.
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Reflect what has been said by paraphrasing. “What I’m hearing is…”
and “Sounds like you are saying…” are great ways to reflect back.
Ask questions to clarify certain points. “What do you mean when you say…” “Is
this what you mean?”
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Summarize the speaker’s comments periodically.
Defer judgment.
Interrupting is a waste of time. It frustrates the speaker and limits full
understanding of the message.
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Allow the speaker to finish.
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Don’t interrupt with counter-arguments.
Respond Appropriately.
Active listening is a model for respect and understanding.
You are gaining information and perspective.
You add nothing by attacking the speaker or
otherwise putting him or her down.
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Be candid, open, and honest in your response.
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Assert your opinions respectfully.
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Treat the other person as he or she
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would want to be treated.
In brief
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Improving Verbal CommunicationTips
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o Eliminate Noise
o Get Feedback – Verbal & Body
Signals
o Speak Slowly & Rephrase your
sentence
o Don’t Talk down to the other person
o Listen Carefully & Patiently
Improving Body Language Tips
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Keep appropriate distance
Touch only when appropriate
Take care of your appearance
Be aware - people may give false
cues
• Maintain eye contact
• Smile genuinely
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First Impression?
It takes just a quick glance, maybe
three seconds, for someone to
evaluate you when you meet for the
first time.
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Be on Time
Be Yourself, Be at Ease
Smile!
Be Open
Small Talk …
Be Positive
Be Courteous And Attentive
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How good is your
communication? How well
do you communicate?
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56-75% Excellent! You understand your role as a communicator, both
when you 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.
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36-55% You're a capable communicator, but you sometimes 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
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15-35% 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 better working relationships! The rest of this article will direct
you to some great tools for improving your communication skills.
Questioning Technique
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Open Vs Closed Questions?
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Tell me how you went about…?’
(open)
‘How did you prepare?’ (open –
secondary)
‘What was your starting point?’
(probe)
‘So, what happened next?’
(probe)
‘Who else was involved?’ (probe)
‘And how did they respond?’
(probe)
‘What were your thoughts at
that stage?’ (probe)
‘What were the main outcomes?’
(probe)
‘So, that took a total of six
weeks?’ (closed – clarifying)
‘Was it your idea or someone
else’s?’ (closed – clarifying)
‘And the patient made a full
recovery?’ (closed – clarifying)
‘So, let me see if I’ve followed
you…’ (checking – summary)
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Some more
examples….
• "How many people were involved in the fight?"
"About ten."
"Were they kids or adults?"
"Mostly kids."
"What sort of ages were they?"
"About fourteen or fifteen."
"Were any of them wearing anything distinctive?"
"Yes, several of them had red baseball hats on."
"Can you remember if there was a logo on any of the hats?"
"Now you come to mention it, yes, I remember seeing a big
letter M like on those energy drinks on a hat."
Form Cocoon
Avoid any kind of side disturbances or
disruptions by creating a cocoon around you
which can help you concentrate more on the
message of the speaker…
‘This can help you deliver better and
build a trust for yourself’
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Unconscious mind informs both the
people ..he is interested in
whatever I am saying…
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Engage yourself
Show your interest and willingness to here the
client….do not project at any stage that the
client is secondary ,that may lead to build
distrust….
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Don’t ‘Assume’
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“Assumption is communication’s
greatest enemy”
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Success for YOU…
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…in the new global and diverse
workplace requires
excellent communication skills!