Transcript Effective Communication Skills

EFFECTIVE
COMMUNICATION
SKILLS
Ingrid Tugwell
843.529.0098
[email protected]
WHAT HAS CHANGED
COMMUNICATION FOR
US?
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Perceptions
Electronics
Generations – 5 in the workplace as of 2015
Attitude – 8 and Gate
Digging holes in the sandbox
Information overload
STRESS
Workplace conflict
Change not communicated
GENERATIONS
Traditionalist
1922-1943
Baby
Generation X Generation Y
Boomers 1961-1980
1981-2000
19441960
Generation Z
2001-Present
EFFECTIVE COMMUNICATION SKILLS
The Basic Principles
1. Focus on the situation, issue, or behavior, not on the
person.
2. Maintain the self-confidence and self-esteem of
others.
3. Maintain constructive relationships with your
employees, peers, and managers.
4. Take initiative to make things better.
5. Lead by example.
EFFECTIVE COMMUNICATION SKILLS
There are primarily four sources of workplace
communication:
1. Spoken
2. Written
3. Visual
4. Electronic
EFFECTIVE COMMUNICATION SKILLS
Spoken- fastest and easiest to use, but requires that you listen
well and sometimes take notes.
EFFECTIVE COMMUNICATION SKILLS
Things to think about when using spoken communication in the
workplace:
What is it that you need to know?
Who would be the best source for the
information?
How should you ask the questions to get
the information you need?
EFFECTIVE COMMUNICATION SKILLS
Five Keys to Spoken Communication
- State the purpose and main point of your
message
- Present points to aid understanding
- Check for understanding and reactions
- Handle reactions to what you’ve presented
- Summarize your main point
EFFECTIVE COMMUNICATION SKILLS
• Written- typically a great source of information.
The
obvious drawback is that often takes more time to look
something up than to ask someone.
• Examples of written materials in the workplace:
- memos
- reports
- policy manuals
- books
- SOP’s
EFFECTIVE COMMUNICATION
Non-verbal signals that encourage cooperation
N- Never send mixed signals- words & body
language should match
O- Open up- both your mind & your body
language
N- Nod to demonstrate attention & understanding
EFFECTIVE COMMUNICATION
Non-verbal signals that encourage cooperation
V- Vary your tone, pitch & rate of speech
E- Eye Contact
R- Remain focused; show that you are paying attention
B- Be empathic, encouraging & respectful
A- ALL that you do in the presence of another communicates
L- Listen to the spoken and unspoken message
S- Smile; this is a powerful symbol of your cooperation
EFFECTIVE COMMUNICATION
Electronic- the way of getting information in the workplace.
WORKPLACE PERSONALITIES
• The Know-It-Alls
• The Passives
• The Dictators
• The Gripers
• The "Yes" People
• The "No" People
WHAT IS EMOTIONAL INTELLIGENCE
It is the ability to recognize your emotions,
understand what they're telling you, and
realize how your emotions affect people
around you.
CHARACTERISTICS OF EMOTIONAL
INTELLIGENCE
• Self-Awareness
• Self-Regulation
• Motivation
• Empathy
• Social Skills
FOUR WAYS TO BE TOXIN-FREE
• Default to direct communication
• Stop character assassinations.
• Interrupt public re-dressings.
• Go face-to-face with e-stabbers.
REMEMBER THE “DON'TS”
• Shut down
• Judge
• Issue an ultimatum
• Make assumptions
• Make snap decisions
• Question integrity or credibility
• Review old history
• Buy in to the emotions
WHAT HAVE WE LEARNED AND
WHY IS IT IMPORTANT?