What would Happen in this world without Communication
My Objective To Help you to Communicate effectively. To Understand the habits and barriers of effective communication. To Use skills of assertive communication and active listening. To Speak with more clarity, confidence and credibility. To Build a high trust environment. To Manage conflict situations. To Be motivated for better communicators.
It’s not about what you know,it’s about whom you know
Introduction to communication Introduction to communication
1-The Meaning of Communication• A process by which information is exchanged between individuals through a common system of symbols, signs or behavior.• Communication is a two-way process which involves:1) Listening to others (Receiving) messages2) Asserting/Expressing (Sending)
Communication Rights and Responsibilities Rights Responsibilities1. You have the right to be 1. You have the responsibility to treated with respect. treat others with respect.2. You have the right to have 2. You have the responsibility to and express your own listen to the opinion of others. opinions. 3. You have the responsibility to3. You have the right to ask for acknowledge and address what you need in order to be the needs of others. effective. 4. You have the responsibility to4. You have the right to set respect the limits and reasonable limits. boundaries of others.
Styles Of Communication Passive Assertive Aggressive• Accepts • Both exercises Demands but responsibilities. and extends does not extend “rights” and “rights”.• Extends but does responsibilities. not feel entitled Does not accept to “rights” . responsibilities.
Whether spoken or unspoken messages should containmost of these elements
Communication tools• Listening• Speaking• Writing• readingAll of them can be learned and improved
QuestionsTypes of Questions1) Close-ended questions:to clarify, answered by yes or no. (Areyou ill today?)2) Open-ended questions:to get more information. (how are youfeeling today)3) One-point solution:to identify an urgent concern or leads toa specific answer. (tell me one thingindicates that you are feeling tired?)
To enhance your response Use the Ladder TechniqueL look at the Other Person.A Ask Questions.D Don’t Interrupt.D Don’t Change the subject.E Express Emotion With Control.R Respond Appropriately.
Telephone skills and Value techniqueTo Improve your telephone Skills use theValue technique:• Verify what is being said.• Acknowledge feelings.• Listen actively.• Use simple language.• Eliminate negative words.P.s: smile when you answering thephone call ,it shows in your voice
Written communication• By Memos ,letters, notes,reports,faxes,websites and emailsTo Improve your Written skills1. Keep writing simpleEx 1:We made a decision…..we decidedEx 2:With reference to ……concerning.2. Keep writing positive.(By Avoiding negative words)3. Keep writing accurate.(using short words, sentences andparagraphs)
Writing EmailsTo improve your written skills in emails Usethe (Netiquette) technique .• Avoid using CAPITAL LETTERS.• Always include the original emails when reply, people may not remember the original topic you replied on.• Spell check and proof read your email before sending.• Always fill in the subject line, it• really frustrating to receive an email with no title.• Use a signature including your personal details
Effecting behavior changeThree tools at least to use toeffect behavior change1-Negotiation :arranging or managing throughdiscussion or compromise.2-Mediation:intervening in conflict with intentto resolve through discussion.
Non Verbal CommunicationBehavior: Attitudes leads us to a certain behavior We learn from our role models.Body Language 75% percent of our messages we delivered are communicated non verbally. Include gestures ,facial expressions, dress and grooming style Cultures design their own common expressions in different ways
Don’t In Communication Don’t Take it personally. Don’t assume that you know other person’s interests. Don’t use humors as a weapon. Don’t Try to persuade. Don’t Hit & Run. Don’t Push people for a particular outcome. Don’t let your nonverbal signal to overwrite your words.
Effective Communication Helps people to Spread whatwe are thinking about clearly
Read & Answer Test Do’s & Don’ts in Communication
Books Reference English Books: Arabic Books1. It’s Okay to be the Boss. (Bruce كيف تتعامل مع اآلخرين وتؤثر فيهم .1 Tolgan) )(ديل كارنيجى2. Predictable results in unpredictable times (Stephen R. الخطوات العشر في طريق .2 Covey) )النجاح(د.إبراهيم الفقى3. Re-energizing the corporation كيف تكسب األصدقاء (ديل .3 (Jonas riderstrale) )كارنيجى4. 8 Habits of Highly effective people (Stephen R. Covey) دينامكية العمل كفريق (مؤسسة .4 ) الشروق
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