Effective Communication Skills                                       Prepared & Delivered By:                             ...
Your Expectations
Table of ContentIntroduction to Communication Communication Barriers  Oral communication  Written communication Non verbal...
Very simple Question
What would Happen in this world without Communication
My Objective   To Help you to Communicate effectively.   To Understand the habits and barriers of effective    communica...
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...
Key elements in Communication
Communication                 Rights and Responsibilities                Rights                         Responsibilities1....
Styles Of Communication      Passive              Assertive             Aggressive• Accepts             • Both exercises  ...
Whether spoken or unspoken messages should containmost of these elements
Communication tools•   Listening•   Speaking•   Writing•   readingAll of them can be learned and improved
How we get and use information
Video (1)
How toTo Make our ideas clear       make our ideas   clear
Use the Lions Approach
Language Easily Understood                         Lions Approach
illustrations                Lions Approach
Organize thoughts   Lions Approach
Lions Approach                 Narrow Subject To Key points
Summarize your Point Of View                           Lions Approach
2-Communication    Barriers
Reasons for CommunicationBarriers Existance   False Assumptions.   Fears.   Gap Generation.   Values & Attitudes.   I...
3-Oral Communication
Listening For Power
•Hearing is a physical ability while listening is a skill•Listening skills allow one to make sense of and understand whata...
Types of Listening    Ignore: We Don’t Listen
Types of ListeningPretend: we give verbal or physical evidenceto indicate that we are listening, but we are not.
Types of Listening  Selective: we listen for what we want to  hear or for an opportunity to interrupt.
Types of Listening Attentive: we listen Carefully for Meaning.
Types of ListeningEmpathetic: we listen to Accurately receivethe message from the sender’s point of view.
How to Improve Your Listening Skills   By not being Preoccupied.   Being Open Minded & Non    Defensive.   Minimizing I...
Hitler Fails in World Invasion after his refuse to listen to hisconsultants to get out of Russia before winter ….and Thank...
Speaking Skills
Speaking is the productive skill in the oral mode   How to Build a Rapport while speaking
Give Your Listeners Sincere      Appreciation
Talk in Terms of Your Listener’s            Interests
Welcome Criticism
Play yourself Down – Not Up..
Say “We” Not “I”…
Don’t Talk in woody, scowling face and upbraiding Voice
Asking questions
QuestionsTypes of Questions1) Close-ended questions:to clarify, answered by yes or no. (Areyou ill today?)2) Open-ended qu...
To enhance your response    Use the Ladder TechniqueL     look at the Other Person.A     Ask Questions.D     Don’t Interru...
Puzzle Game
Managing Conflicts
Conflict ManagementTo deal effectively in aconflict situation• Listen carefully to  determine the nature of  the conflict....
Telephone Skills
Telephone skills and Value techniqueTo Improve your telephone Skills use theValue technique:•   Verify what is being said....
4-Written Communication
Video (2)
Written communication• By Memos ,letters,   notes,reports,faxes,websites and   emailsTo Improve your Written skills1. Keep...
Writing EmailsTo improve your written skills in emails Usethe (Netiquette) technique .• Avoid using CAPITAL LETTERS.• Alwa...
Effecting behavior change
Effecting behavior changeThree tools at least to use toeffect behavior change1-Negotiation :arranging or managing throughd...
3- Persuasion skills
The Magic Formula          1- Incident : Describe what Happened          2-Action : Explain what you want the listener to ...
Some times People have Ideas ,thoughts but        Can’t Deliver it Properly
Using the Magic Formula helps them           get better at         convincing others
Ok.   Ok.
Yupeeeee….It works       Ok. Ok. Ok.      Ok. Ok.
Six Principles of   Persuasion
1-Reciprocity: We feel obligated to return favors to people who havedone favors for us in the past.
2-Scarcity: We value scarce information and commodities morethan things that are in abundance.
3-Authority: We believe what trustworthy and credible expertssay.
4-Commitment :We are most likely to do what is consistentwith what we have done in the past
5-Consensus: We trust the power of the crowd and like to be associated with popularthings.
6-Likability: We say yes to people that we like in Similarity,compliments and cooperative effort.
5-Non VerbalCommunication
Video (3)
Non Verbal CommunicationBehavior: Attitudes leads us to a certain  behavior We learn from our role models.Body Language...
6-Do In Communication
Do in Communication Prepare for difficult  Conversation. Choose your purpose &set  priorities. Take responsibility. Ch...
6-Don’t in Communication
Don’t In Communication Don’t Take it personally. Don’t assume that you know other  person’s interests. Don’t use humors...
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 تت...
Your                               Participation                              was an added                                ...
Effective Communication Skills
Effective Communication Skills
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Effective Communication Skills

  1. 1. Effective Communication Skills Prepared & Delivered By: Mohammed AbbasCopyrights @ Mohammed Abbas
  2. 2. Your Expectations
  3. 3. Table of ContentIntroduction to Communication Communication Barriers Oral communication Written communication Non verbal communicationDo’s & Don’t in Communication
  4. 4. Very simple Question
  5. 5. What would Happen in this world without Communication
  6. 6. 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.
  7. 7. It’s not about what you know,it’s about whom you know
  8. 8. Introduction to communication Introduction to communication
  9. 9. 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)
  10. 10. Key elements in Communication
  11. 11. 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.
  12. 12. 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.
  13. 13. Whether spoken or unspoken messages should containmost of these elements
  14. 14. Communication tools• Listening• Speaking• Writing• readingAll of them can be learned and improved
  15. 15. How we get and use information
  16. 16. Video (1)
  17. 17. How toTo Make our ideas clear make our ideas clear
  18. 18. Use the Lions Approach
  19. 19. Language Easily Understood Lions Approach
  20. 20. illustrations Lions Approach
  21. 21. Organize thoughts Lions Approach
  22. 22. Lions Approach Narrow Subject To Key points
  23. 23. Summarize your Point Of View Lions Approach
  24. 24. 2-Communication Barriers
  25. 25. Reasons for CommunicationBarriers Existance False Assumptions. Fears. Gap Generation. Values & Attitudes. Information Overloads. Trust & Honesty. Cross Culture Diversity
  26. 26. 3-Oral Communication
  27. 27. Listening For Power
  28. 28. •Hearing is a physical ability while listening is a skill•Listening skills allow one to make sense of and understand whatanother person is saying
  29. 29. Types of Listening Ignore: We Don’t Listen
  30. 30. Types of ListeningPretend: we give verbal or physical evidenceto indicate that we are listening, but we are not.
  31. 31. Types of Listening Selective: we listen for what we want to hear or for an opportunity to interrupt.
  32. 32. Types of Listening Attentive: we listen Carefully for Meaning.
  33. 33. Types of ListeningEmpathetic: we listen to Accurately receivethe message from the sender’s point of view.
  34. 34. How to Improve Your Listening Skills By not being Preoccupied. Being Open Minded & Non Defensive. Minimizing Interruptions. By Asking Questions. Be Patient for the entire message
  35. 35. Hitler Fails in World Invasion after his refuse to listen to hisconsultants to get out of Russia before winter ….and Thank God 
  36. 36. Speaking Skills
  37. 37. Speaking is the productive skill in the oral mode How to Build a Rapport while speaking
  38. 38. Give Your Listeners Sincere Appreciation
  39. 39. Talk in Terms of Your Listener’s Interests
  40. 40. Welcome Criticism
  41. 41. Play yourself Down – Not Up..
  42. 42. Say “We” Not “I”…
  43. 43. Don’t Talk in woody, scowling face and upbraiding Voice
  44. 44. Asking questions
  45. 45. 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?)
  46. 46. 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.
  47. 47. Puzzle Game
  48. 48. Managing Conflicts
  49. 49. Conflict ManagementTo deal effectively in aconflict situation• Listen carefully to determine the nature of the conflict.• Identify areas of Agreement.• Allow the other person a way out.
  50. 50. Telephone Skills
  51. 51. 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
  52. 52. 4-Written Communication
  53. 53. Video (2)
  54. 54. 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)
  55. 55. 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
  56. 56. Effecting behavior change
  57. 57. 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.
  58. 58. 3- Persuasion skills
  59. 59. The Magic Formula 1- Incident : Describe what Happened 2-Action : Explain what you want the listener to do. 3-Benefit: Relate the benefit of Taking the Action
  60. 60. Some times People have Ideas ,thoughts but Can’t Deliver it Properly
  61. 61. Using the Magic Formula helps them get better at convincing others
  62. 62. Ok. Ok.
  63. 63. Yupeeeee….It works  Ok. Ok. Ok. Ok. Ok.
  64. 64. Six Principles of Persuasion
  65. 65. 1-Reciprocity: We feel obligated to return favors to people who havedone favors for us in the past.
  66. 66. 2-Scarcity: We value scarce information and commodities morethan things that are in abundance.
  67. 67. 3-Authority: We believe what trustworthy and credible expertssay.
  68. 68. 4-Commitment :We are most likely to do what is consistentwith what we have done in the past
  69. 69. 5-Consensus: We trust the power of the crowd and like to be associated with popularthings.
  70. 70. 6-Likability: We say yes to people that we like in Similarity,compliments and cooperative effort.
  71. 71. 5-Non VerbalCommunication
  72. 72. Video (3)
  73. 73. 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
  74. 74. 6-Do In Communication
  75. 75. Do in Communication Prepare for difficult Conversation. Choose your purpose &set priorities. Take responsibility. Choose your Words Carefully. Listen and Be open for Persuasion.
  76. 76. 6-Don’t in Communication
  77. 77. 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.
  78. 78. Effective Communication Helps people to Spread whatwe are thinking about clearly
  79. 79. Read & Answer Test Do’s & Don’ts in Communication
  80. 80. 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
  81. 81. Your Participation was an added Value Mohammed Abbas m.abbas.79@hotmail.comCopyrights @ Mohammed Abbas

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