Communication Strategies
1
© 2012 Taylor Mason Training & Development Training Materials
2
© 2012 Taylor Mason Training & Development Training Materials
Session One: Course
Introduction
Learning Objectives
By th...
3
© 2012 Taylor Mason Training & Development Training Materials
The Programme
9.00 am Course Introduction
Introduction to ...
Delegate Introduction
Page 3
2 minutes
Your name
What your job is
One interesting fact
about yourself
Personal Objec...
Session Two: Introduction
to Communication Skills
Defining a Skilled Communicator Exercise Page 4
5
© 2012 Taylor Mason Tr...
Session Two: The Definition
of Communication
Definition
‘A two way process of reaching mutual understanding, in
which part...
7
© 2012 Taylor Mason Training & Development Training Materials
Session Two: A Winning
Communication Strategy
Always Devel...
8
© 2012 Taylor Mason Training & Development Training Materials
Session Three: How We
Communicate
How we communicate
Alber...
9
© 2012 Taylor Mason Training & Development Training Materials
Session Three: Body
Language
What Do Our Bodies Say?
1. Yo...
10
© 2012 Taylor Mason Training & Development Training Materials
Session Three: Body
Language
What Do Our Bodies Say?
 Pi...
11
© 2012 Taylor Mason Training & Development Training Materials
Session Three: Body
Language
Gestures
 We all interpret ...
12
© 2012 Taylor Mason Training & Development Training Materials
Session Three: Body
Language
Gestures Exercise page 13
Session Three: Tone of
Voice
13
© 2012 Taylor Mason Training & Development Training Materials
14
© 2012 Taylor Mason Training & Development Training Materials
Session Three: Words
Words Exercise Page 16
Negative Word...
15
© 2012 Taylor Mason Training & Development Training Materials
Session Three: Body
Language
Emotions Exercise (Optional)
Session Three: Written
Communication
 Think about the objective of what you are trying to say
 Draft your written commun...
Session Three: Advantages and
Disadvantages of Different
Methods of Communication
 Face to Face
 Telephone
 Letters
 E...
18
© 2012 Taylor Mason Training & Development Training Materials
19
© 2012 Taylor Mason Training & Development Training Materials
Session Four:
Communication Barriers
Case Study: Page 19
Session Four:
Communication Barriers
Group Exercise Page 19
Experience
Emotions
Attitudes
Culture
Subject Knowledge
...
Session Four:
Applying the Answers
Exercise Page 23
1. What are some of the things that can be done in your
organisation/d...
Session Four:
Being Mindful
Exercise Page 25
1. What work-related resources do we take for granted?
2. What are the danger...
23
© 2012 Taylor Mason Training & Development Training Materials
Session Five:
Listening Skills
How Do You Rate Your Liste...
24
© 2012 Taylor Mason Training & Development Training Materials
Session Five:
Listening Skills
How Do You Rate Your Liste...
25
© 2012 Taylor Mason Training & Development Training Materials
Session Five:
Listening Skills
How Do You Rate Your Liste...
26
© 2012 Taylor Mason Training & Development Training Materials
Session Five: Listening
Skills
What is Said and What is H...
27
© 2012 Taylor Mason Training & Development Training Materials
Session Five:
Listening Skills
Active Listening Skills
 ...
28
© 2012 Taylor Mason Training & Development Training Materials
Session Five: Listening
Skills
Active Listening Skills
Ti...
29
© 2012 Taylor Mason Training & Development Training Materials
Session Five:
Listening Skills
Active Listening Skills
 ...
30
© 2012 Taylor Mason Training & Development Training Materials
Session Five:
Listening Skills
Active Listening Skills
 ...
31
© 2012 Taylor Mason Training & Development Training Materials
Session Five:
Listening Skills
Active Listening Skills
Ti...
32
© 2012 Taylor Mason Training & Development Training Materials
Session Six:
Questioning Skills
33
© 2012 Taylor Mason Training & Development Training Materials
34
© 2012 Taylor Mason Training & Development Training Materials
Session Six:
Asking Questions
Closed Questions
Closed Que...
35
© 2012 Taylor Mason Training & Development Training Materials
Session Six:
Asking Questions
Open Questions
Open Questio...
36
© 2012 Taylor Mason Training & Development Training Materials
Session Six:
Asking Questions
Open Questions
Open Questio...
37
© 2012 Taylor Mason Training & Development Training Materials
Session Six:
Asking Questions
Asking Questions
Other Type...
38
© 2012 Taylor Mason Training & Development Training Materials
Session Six:
Asking Questions
Probing
When you probe, you...
39
© 2012 Taylor Mason Training & Development Training Materials
Session Six:
Asking Questions
Probing
Five Ways to Probe
...
40
© 2012 Taylor Mason Training & Development Training Materials
Session Six:
Asking Questions
Pushing My Buttons Exercise...
Session Seven:
How to Build Rapport
What is Rapport?
 You appear to be on the
same wavelength
 You trust each other
 Yo...
Session Seven:
How to Build Rapport
1. Mirror
2. Match
3. Pace and Lead
42
© 2012 Taylor Mason Training & Development Trai...
43
© 2012 Taylor Mason Training & Development Training Materials
44
© 2012 Taylor Mason Training & Development Training Materials
Session Eight:
Assertiveness
Self-Attitude
Your Inner Sel...
Session Eight:
Life Positions
Session Eight:
Feelings in Different ‘Life
Positions’
Session Eight:
Assertiveness
Aggressive, Submissive, Assertive Exercise - Page 42
In three groups you have ten minutes to ...
Session Eight:
Thirty Ways to Persuade
48
© 2012 Taylor Mason Training & Development Training Materials
Session Eight:
Case Study: Marlene’s
Promotion
49
© 2012 Taylor Mason Training & Development Training Materials
Page 45
50
© 2012 Taylor Mason Training & Development Training Materials
Session Eight:
Assertive Formula
The Assertive Formula
St...
51
© 2012 Taylor Mason Training & Development Training Materials
Session Eight:
Assertiveness
Expressing Your No
 Say no ...
52
© 2012 Taylor Mason Training & Development Training Materials
Session Eight:
Assertiveness
Expressing Your No
The Persi...
53
© 2012 Taylor Mason Training & Development Training Materials
Session eight:
Assertiveness
Expressing Your No
Guideline...
54
© 2012 Taylor Mason Training & Development Training Materials
Session Nine:
Techniques for the
Workplace
Prepare, Prepa...
55
© 2012 Taylor Mason Training & Development Training Materials
Session Nine: Techniques
for the Workplace
Testing Our Th...
56
© 2012 Taylor Mason Training & Development Training Materials
Session Nine: Techniques
for the Workplace
Testing Our Th...
57
© 2012 Taylor Mason Training & Development Training Materials
Session Nine:
Techniques for the
Workplace
Delivering You...
58
© 2012 Taylor Mason Training & Development Training Materials
Session Nine:
Techniques for the
Workplace
Developing Con...
Action Plan
59
© 2012 Taylor Mason Training & Development Training Materials
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Communication strategies

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  • Welcome learners
    Go through domestics
    Fire
    Toilets
    Smokers
    Refreshments
    Telephones
    Handouts
  • Present objectives
  • Present Programme
    Finish no later than 4.00 pm being a Friday
  • Allow learners to prepare for their introductions
    Ensure they fill in what they want to achieve by the end of the day and we will check this at the end.
  • Ask if they think they are good communicators
    Get then to complete exercise on page 4 and afterwards discuss.
  • Definition
  • Present Winning Communication Strategy
    Ask them to assess themselves from 1-10 on page 7
  • On the flip chart go through the way we communicate
  • Run through the key points of this slide
    Learn to watch signals
  • Run through Cues i.e. Rocking, leg swinging, tapping
    Signals of tension
    Intermittent closing of the eyes
    Slight tucking of the chin into the chest
    Shoulder hunching
    Look at Signals people send on page 10
  • Highlight gestures above
  • Go through gestures exercise
  • Present words i.e.
    Volume
    Pace
    Pitch
  • Discuss use of positive words
    Get the learners to complete the word exercise on page 16
  • Complete emotions exercise if time allows
  • Present the importance of written communication
  • Explore the advantages and disadvantages of different methods of communication
  • Take a 15 minute coffee break
  • Working in pairs, consider the barriers they have or will come across in the forums
  • Present the above from page 20 in the p/notes
  • Ask if they are good listeners
    Get them to complete the listening questionnaire on page 22
  • Run through the scoring
  • Run through the interpretation
  • Present the key points of this slide
    Complete Chinese Whispers exercise
  • Discuss the above
  • Develop these points
  • Develop these points
  • Develop these points
  • Run through tips
  • How long would they like for lunch
    No more than an hour
  • Why do we ask questions
    On the flip chart bring out the types of questions to ask
  • Expand on flip chart
  • Expand on flip chart or slide
  • Ask why we use open questions
  • Expand
  • Develop probing questions
  • Develop from page 31 in the p/notes
  • Complete questioning exercise
  • Ask what they think rapport is?
    Go through the slide
    Complete rapport exercise
  • Go through the above
  • Take a 15 minute coffee break
  • Discuss little voices in your head
    The importance of positive self talk
  • Complete exercise
    Go through words and phrases
    Go through advantages and disadvantages
    Of the different style
  • Discuss a formula for assertiveness
  • General discussion
  • General discussion
  • General discussion
  • Complete action plans
    Complete course review
  • Communication strategies

    1. 1. Communication Strategies 1 © 2012 Taylor Mason Training & Development Training Materials
    2. 2. 2 © 2012 Taylor Mason Training & Development Training Materials Session One: Course Introduction Learning Objectives By the end of the course you will be able to: 1. Identify common communication problems that may be holding you back 2. Develop skills to ask questions that give you information you need 3. Learn what your non-verbal messages are telling others 4. Develop skills to listen actively and empathetically to others 5. Enhance your ability to handle difficult situations 6. Deal with situations assertively
    3. 3. 3 © 2012 Taylor Mason Training & Development Training Materials The Programme 9.00 am Course Introduction Introduction to Communication Skills How We Communicate 11.00 am Coffee Communication Barriers Listening Skills 1.00 pm Lunch Questioning Skills How to Build Rapport 2.45 pm Tea Assertiveness Techniques for the Workplace Module Wrap-Up and Personal Action Plans 5.00 pm Finish
    4. 4. Delegate Introduction Page 3 2 minutes Your name What your job is One interesting fact about yourself Personal Objectives for today 4 © 2012 Taylor Mason Training & Development Training Materials
    5. 5. Session Two: Introduction to Communication Skills Defining a Skilled Communicator Exercise Page 4 5 © 2012 Taylor Mason Training & Development Training Materials
    6. 6. Session Two: The Definition of Communication Definition ‘A two way process of reaching mutual understanding, in which participants not only exchange (encode-decode) information but also create and show meaning’. 6 © 2012 Taylor Mason Training & Development Training Materials
    7. 7. 7 © 2012 Taylor Mason Training & Development Training Materials Session Two: A Winning Communication Strategy Always Develop Positive Relationships 1. Speak to people 2. Smile at people 3. Call people by name 4. Be friendly and helpful 5. Be cordial 6. Be genuinely interested in people 7. Be generous with praise, cautious with criticism 8. Be considerate with the feelings of others 9. Be alert to give service 10. Practice your positive sense of humor
    8. 8. 8 © 2012 Taylor Mason Training & Development Training Materials Session Three: How We Communicate How we communicate Albert Mehrabian’s Research  When discussing emotions:  7% of speaker’s message communicated by words  38% communicated by tone of voice  55% communicated by body language  Even in other conversations, we know that tone of voice and body language have a large impact on those messages, too
    9. 9. 9 © 2012 Taylor Mason Training & Development Training Materials Session Three: Body Language What Do Our Bodies Say? 1. Your eyes, eyebrows, and mouth send out the signals that can make a world of difference 2. People who smile are happier 3. Eye contact helps you carry your message 4. Learn to speak with your hands 5. Work on appearing sincere and comfortable 6. Let your hands do what they want to do (mostly) 7. Your body posture affects your emotions and how you feel determines your posture
    10. 10. 10 © 2012 Taylor Mason Training & Development Training Materials Session Three: Body Language What Do Our Bodies Say?  Pick up cues from people that you are making them uncomfortable  Adjust your approach: Take one step back or get the other person to talk instead  Result: People will be more at ease and open with you
    11. 11. 11 © 2012 Taylor Mason Training & Development Training Materials Session Three: Body Language Gestures  We all interpret body language differently and we can also feel differently about images  We are influenced by past experiences, background, culture, and so on  A gesture is a type of non-verbal communication that is communicated through body language, with or without speech  If you travel around the world or work with people from different cultures, you need to be aware of the multiple meanings to some gestures
    12. 12. 12 © 2012 Taylor Mason Training & Development Training Materials Session Three: Body Language Gestures Exercise page 13
    13. 13. Session Three: Tone of Voice 13 © 2012 Taylor Mason Training & Development Training Materials
    14. 14. 14 © 2012 Taylor Mason Training & Development Training Materials Session Three: Words Words Exercise Page 16 Negative Words or Phrases  There is nothing we can do.  They won’t allow that.  I can’t…  I must…  If only… Positive Words or Phrases  Let’s look at the choices.  We can try something new.  I will…  We can…  From here on…
    15. 15. 15 © 2012 Taylor Mason Training & Development Training Materials Session Three: Body Language Emotions Exercise (Optional)
    16. 16. Session Three: Written Communication  Think about the objective of what you are trying to say  Draft your written communication  Check for:  Clarity  Spelling  Grammar  Layout  Get someone to check it  Use K.I.S.S – Keep It Simple Stupid 16 © 2012 Taylor Mason Training & Development Training Materials
    17. 17. Session Three: Advantages and Disadvantages of Different Methods of Communication  Face to Face  Telephone  Letters  Email  Notice Boards  Meetings 17 © 2012 Taylor Mason Training & Development Training Materials
    18. 18. 18 © 2012 Taylor Mason Training & Development Training Materials
    19. 19. 19 © 2012 Taylor Mason Training & Development Training Materials Session Four: Communication Barriers Case Study: Page 19
    20. 20. Session Four: Communication Barriers Group Exercise Page 19 Experience Emotions Attitudes Culture Subject Knowledge Mood Wording Education Noise Level Ambiguity Non-Verbal messages 20 © 2012 Taylor Mason Training & Development Training Materials
    21. 21. Session Four: Applying the Answers Exercise Page 23 1. What are some of the things that can be done in your organisation/department to communicate better? 2. Are these physical or mental activities? 3. Are these individual or team activities? 4. If your organisation/department were a zoo, what kind of inhabitants would it have? 21 © 2012 Taylor Mason Training & Development Training Materials
    22. 22. Session Four: Being Mindful Exercise Page 25 1. What work-related resources do we take for granted? 2. What are the dangers if we take resources (including people) for granted? 3. What can we gain by paying attention to these things? 22 © 2012 Taylor Mason Training & Development Training Materials
    23. 23. 23 © 2012 Taylor Mason Training & Development Training Materials Session Five: Listening Skills How Do You Rate Your Listening Ability? Exercise page 26
    24. 24. 24 © 2012 Taylor Mason Training & Development Training Materials Session Five: Listening Skills How Do You Rate Your Listening Ability? Scoring  Give yourself 2 points if you answered “Yes” for question 1.  Give yourself 2 points if you answered “No” to questions 4, 5, 6, 7, 8, 9, and 10.  Give yourself 2 points if you answered “Yes” to questions 2, 3, 11, and 12.
    25. 25. 25 © 2012 Taylor Mason Training & Development Training Materials Session Five: Listening Skills How Do You Rate Your Listening Ability? Interpretation  20+: Strong communication skills; use them to help others.  10-18: Average range; identify where you’re doing well and where you would like to do better.  10-0: It’s time to start learning! Use this quiz to help you set some goals.
    26. 26. 26 © 2012 Taylor Mason Training & Development Training Materials Session Five: Listening Skills What is Said and What is Heard
    27. 27. 27 © 2012 Taylor Mason Training & Development Training Materials Session Five: Listening Skills Active Listening Skills  Most of us were fortunate to be born with hearing, but listening is a skill that must be learned and practiced in order to use it successfully  When you hear something, sound enters your eardrum, passes through your ear canal, and registers in your brain  Listening is what you do with that sound and how you interpret it
    28. 28. 28 © 2012 Taylor Mason Training & Development Training Materials Session Five: Listening Skills Active Listening Skills Tips for Successful Listening  Listen intentionally for people’s names  Listen with interest  Try to get rid of your assumptions  Listen for what isn’t said
    29. 29. 29 © 2012 Taylor Mason Training & Development Training Materials Session Five: Listening Skills Active Listening Skills  Listening is hard work!  Active listening means that we try to understand things from the speaker’s point of view  It includes letting the speaker know that we are listening and that we have understood what was said  This is not the same as hearing, which is a physical process  Active listening can be described as an attitude that leads to listening for shared understanding
    30. 30. 30 © 2012 Taylor Mason Training & Development Training Materials Session Five: Listening Skills Active Listening Skills  Responding to feelings  Reading cues  Demonstration cues  Physical indicators  Verbal cues  Questions  Summarising statements
    31. 31. 31 © 2012 Taylor Mason Training & Development Training Materials Session Five: Listening Skills Active Listening Skills Tips for Becoming a Better Listener  Make a decision to listen  Don’t interrupt people  Keep your eyes focused on the speaker and your ears tuned to their voice  Carry a notebook or start a conversation file on your computer  Ask a few questions throughout the conversation  When you demonstrate good listening skills, they tend to be infectious
    32. 32. 32 © 2012 Taylor Mason Training & Development Training Materials
    33. 33. Session Six: Questioning Skills 33 © 2012 Taylor Mason Training & Development Training Materials
    34. 34. 34 © 2012 Taylor Mason Training & Development Training Materials Session Six: Asking Questions Closed Questions Closed Questions  Can be answered by either “yes” or “no,” or with a specific bit of data  Restrict responses  Require very little effort on either person’s part  Can be used to close down a conversation  Tend to get over-used  Can lead us to make assumptions (=barriers)
    35. 35. 35 © 2012 Taylor Mason Training & Development Training Materials Session Six: Asking Questions Open Questions Open Questions  Encourage people to talk.  Cannot be answered with yes/no  Begin with a variation of the five W’s (who, what, when, where, why) or ask how
    36. 36. 36 © 2012 Taylor Mason Training & Development Training Materials Session Six: Asking Questions Open Questions Open Questions Can be used to:  Get information  Focus conversations  Get opinions  Gain agreement
    37. 37. 37 © 2012 Taylor Mason Training & Development Training Materials Session Six: Asking Questions Asking Questions Other Types of Questions  Leading: Don’t you just love the way vanilla ice cream smells?  Rhetorical: Do I look like I care?  Probing: On the following slides
    38. 38. 38 © 2012 Taylor Mason Training & Development Training Materials Session Six: Asking Questions Probing When you probe, you:  Get others involved and participating  Get important information on the table  Force yourself to listen  Help improve communication on both sides of the table
    39. 39. 39 © 2012 Taylor Mason Training & Development Training Materials Session Six: Asking Questions Probing Five Ways to Probe  Open question  Pause  Reflective or mirroring question  Paraphrasing  Summary question
    40. 40. 40 © 2012 Taylor Mason Training & Development Training Materials Session Six: Asking Questions Pushing My Buttons Exercise Page 36  I’m really nervous about speaking in public  I am looking for a new car, and I hate car shopping  I think this room is too hot  I really dislike cooking  Your new hair cut is really flattering  I wish I didn’t have to go to that meeting tomorrow
    41. 41. Session Seven: How to Build Rapport What is Rapport?  You appear to be on the same wavelength  You trust each other  You speak the same ‘Language’  You feel comfortable with each other  Your body language synchronises with theirs 41 © 2012 Taylor Mason Training & Development Training Materials
    42. 42. Session Seven: How to Build Rapport 1. Mirror 2. Match 3. Pace and Lead 42 © 2012 Taylor Mason Training & Development Training Materials
    43. 43. 43 © 2012 Taylor Mason Training & Development Training Materials
    44. 44. 44 © 2012 Taylor Mason Training & Development Training Materials Session Eight: Assertiveness Self-Attitude Your Inner Self Talk  Be aware of the internal messages you give yourself  Can be a self-fulfilling prophecy  The more you replace your self-talk with positive, confident words, the more confident you become  We know that is easily said, and more difficult to realise, but it’s worth the results!
    45. 45. Session Eight: Life Positions
    46. 46. Session Eight: Feelings in Different ‘Life Positions’
    47. 47. Session Eight: Assertiveness Aggressive, Submissive, Assertive Exercise - Page 42 In three groups you have ten minutes to discuss and list up on flip chart the types of words and phrases you would hear from someone who is: Group One: Aggressive Group Two: Submissive Group Three: Assertive Please select a spokesperson to present on your behalf. 47 © 2012 Taylor Mason Training & Development Training Materials
    48. 48. Session Eight: Thirty Ways to Persuade 48 © 2012 Taylor Mason Training & Development Training Materials
    49. 49. Session Eight: Case Study: Marlene’s Promotion 49 © 2012 Taylor Mason Training & Development Training Materials Page 45
    50. 50. 50 © 2012 Taylor Mason Training & Development Training Materials Session Eight: Assertive Formula The Assertive Formula Step Goal Example Step 1 Non-judgmentally describe a specific behavior of the other person. When you… Step 2 Describe as specifically as possible the effect or practical problems this behavior is causing in your life. The effects are… Step 3 Describe how you feel as a result, without using the expression, “you make me...” I feel… Step 4 You describe what you want, preferably after you give the other person a chance to state what he or she thinks might be done. I prefer/would like…
    51. 51. 51 © 2012 Taylor Mason Training & Development Training Materials Session Eight: Assertiveness Expressing Your No  Say no firmly and calmly  Say no, followed by a straightforward explanation of what you are feeling or what you are willing to do  Say no and then give a choice or alternative  Say no and then clarify your reasons  Use your natural no  Make an empathetic listening statement and then say no  Say yes, and then give your reasons for not doing it or your alternative solution
    52. 52. 52 © 2012 Taylor Mason Training & Development Training Materials Session Eight: Assertiveness Expressing Your No The Persistent Response  Select a concise, one-sentence statement and repeat it no matter what the other person says or does  “I understand how you feel, but I’m not willing…”  “I’m not interested…”  “I don’t want to…”’  “I’m uncomfortable doing that, so I don’t want to…”  “You might be right, but I’m not interested.”  After each statement by the other person, say your persistent response sentence
    53. 53. 53 © 2012 Taylor Mason Training & Development Training Materials Session eight: Assertiveness Expressing Your No Guidelines for Saying No  Say your statement firmly, calmly, and as unemotionally as possible  Be aware of your nonverbal behaviour  Be persistent
    54. 54. 54 © 2012 Taylor Mason Training & Development Training Materials Session Nine: Techniques for the Workplace Prepare, Prepare, Prepare Have a purpose Have an outcome Make sure the receiver is ready Apply positive intent
    55. 55. 55 © 2012 Taylor Mason Training & Development Training Materials Session Nine: Techniques for the Workplace Testing Our Theories Situation One Your supervisor calls you to say that he has chosen someone else for a project team position that you were hoping for. You love your current job, but you know you would have done a great job on that project team. Your first reaction is to be mad at your boss for being a jerk and not selecting you.
    56. 56. 56 © 2012 Taylor Mason Training & Development Training Materials Session Nine: Techniques for the Workplace Testing Our Theories Situation Two You are in a team meeting and you suggest a great solution to the problem. Your supervisor says that she cannot go in that direction, and asks the team for other suggestions.
    57. 57. 57 © 2012 Taylor Mason Training & Development Training Materials Session Nine: Techniques for the Workplace Delivering Your Message  Use direct language and deliver a message that is clear, calm, and direct  Factual descriptions and relevant details are more likely to be heard  Use repetition respectfully and to keep things on track  Be aware of your nonverbal messages as clearly as you are about your verbal messages  Check for understanding
    58. 58. 58 © 2012 Taylor Mason Training & Development Training Materials Session Nine: Techniques for the Workplace Developing Confidence  Be well prepared  Learn how to relax  Be consistent
    59. 59. Action Plan 59 © 2012 Taylor Mason Training & Development Training Materials
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