View this item 1.02 Communication Skills


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View this item 1.02 Communication Skills

  2. 2. A Thought <ul><li>A man is seldom better than his conversation </li></ul><ul><li>- German Proverb </li></ul>
  3. 3. Communication Skills Overview Effective communication skills are a critical element in our professional and personal lives. We all must use a variety of communication techniques to both understand and be understood.
  4. 4. What is Communication? SENDER RECEIVER Feedback Receiver Sender Communication is the process of sending and receiving information among people… Medium Encode Decode
  5. 5. Most Common Ways to Communicate Speaking Visual Images Writing Body Language
  6. 6. Communication Goals To change behaviour To get action To ensure understanding To persuade To get and give Information
  7. 7. Distortions in Communication
  8. 8. We Need To Improve Communication... as <ul><li>70 % of our communication efforts are: </li></ul><ul><li>misunderstood </li></ul><ul><li>misinterpreted </li></ul><ul><li>rejected </li></ul><ul><li>distorted or </li></ul><ul><li>not heard </li></ul><ul><li>6 people talking in a 2 people conversation!! </li></ul>70%
  9. 9. Critical Success Factor <ul><li>The majority of your perceived ability comes from how you communicate </li></ul>38% Visual 55% Tonal 7% Verbal 93% of all Communication is non verbal - SKILL
  10. 10. Listening and Speaking are used a lot…
  11. 11. … But not taught enough Amount taught
  12. 12. Common Communication Errors <ul><li>Finishing others’ sentences </li></ul><ul><li>Preparing our response before someone has completed speaking </li></ul><ul><li>Multitasking while ‘listening’ </li></ul><ul><li>Filtering content or meaning based on the speaker </li></ul><ul><li>Speaking for others (we…) </li></ul>
  13. 13. A Good Algorithm <ul><li>In order to have good communication: </li></ul><ul><li>Listen to understand </li></ul><ul><li>Understand before speaking </li></ul><ul><li>Speak to be understood </li></ul><ul><li>Seek understanding before proceeding </li></ul><ul><li>Repeat </li></ul>Communication is a two way process!
  14. 14. How Can Communication Be Improved <ul><li>Recognition of what makes good communication </li></ul><ul><li>Not being judgmental about your audience or who you are listening/ hearing </li></ul><ul><li>Stop egocentric communication </li></ul>
  15. 15. Communication Skills
  16. 16. Communication Skills <ul><li>Provide ‘knowledge’ about communication </li></ul><ul><li>Give insight on ‘skills’ needed </li></ul><ul><li>Suggest ways of going about it </li></ul><ul><li>What you need to do: </li></ul><ul><li>Learn the tools </li></ul><ul><li>Take up every opportunity </li></ul><ul><li>Practice, Practice, Practice! </li></ul>
  17. 17. Why Communication is Important <ul><li>Inspires confidence </li></ul><ul><li>Builds respect in business and social life </li></ul><ul><li>Helps make friends </li></ul><ul><li>Develops a distinct personality </li></ul><ul><li>Reveals your abilities to others </li></ul>
  18. 18. Essentials of Good Communication <ul><li>Knowledge - Spontaneity in conversation </li></ul><ul><ul><li>- Level of conversation </li></ul></ul><ul><li>Organising your thoughts </li></ul><ul><li>Participating in discussions </li></ul><ul><li>Body Language - Show v. Tell </li></ul><ul><li>Be a good listener - Listening v. Hearing </li></ul>
  19. 19. How to be an Active Listener 1 <ul><li>Set the stage </li></ul><ul><li>Ensure mutual understanding </li></ul><ul><li>Understand body language </li></ul><ul><li>Suspend judgment </li></ul>
  20. 20. How to be an Active Listener 2 <ul><li>Behaviors that hinder effective listening </li></ul><ul><ul><li>Act distracted (look at your watch!) </li></ul></ul><ul><ul><li>Tell your own story without acknowledging theirs </li></ul></ul><ul><ul><li>Give no response </li></ul></ul><ul><ul><li>Invalidate response, be negative </li></ul></ul><ul><ul><li>Interrupt </li></ul></ul><ul><ul><li>Criticize </li></ul></ul>
  21. 21. Techniques To Improve Listening Skills PARAPHRASE Restate what was said in your own words SUMMARIZE Pull together the main points of a speaker QUESTION Challenge speaker to think further, clarifying both your and their understanding
  22. 22. Two Basic Types of Questions <ul><li>Closed questions: </li></ul><ul><ul><li>G et a one-word response and inhibit thought. </li></ul></ul><ul><ul><li>Questions begin with who , when and which </li></ul></ul><ul><li>Open-ended questions: </li></ul><ul><ul><li>Invite unique thought, reflection or an explanation. </li></ul></ul><ul><ul><li>Questions begin with how , what and how come (not why !). </li></ul></ul>
  23. 23. Practice Questioning <ul><li>Rephrase the following closed questions to make them open-ended: </li></ul><ul><li>Are you feeling tired? </li></ul><ul><li>Isn’t it a nice day? </li></ul><ul><li>Was the last activity useful? </li></ul><ul><li>Is there anything bothering you? </li></ul><ul><li>So everything is fine, then? </li></ul>
  24. 24. Practice Questioning 1 <ul><li>Are you feeling tired? </li></ul><ul><li>How are you feeling today? </li></ul><ul><li>Isn’t it a nice day? </li></ul><ul><li>What do you think of the weather? </li></ul><ul><li>Was the last activity useful? </li></ul><ul><li>What did you think of that training? </li></ul>
  25. 25. Practice Questioning 2 <ul><li>Is there anything bothering you? </li></ul><ul><li>What if anything is bothering you? </li></ul><ul><li>So everything is fine, then? </li></ul><ul><li>What happened on the training exercise and how do you think it went? </li></ul>
  26. 26. Adding Colour to Communication <ul><li>Images describe, and relive </li></ul><ul><li>Show, don’t tell </li></ul><ul><li>Use audience’s senses </li></ul><ul><ul><li>Sight </li></ul></ul><ul><ul><li>Sound </li></ul></ul><ul><ul><li>Touch </li></ul></ul><ul><ul><li>Taste </li></ul></ul><ul><ul><li>Smell </li></ul></ul>
  27. 27. Improving Communication <ul><li>Don’t use cliches • Be Tactful </li></ul><ul><li>Brevity </li></ul><ul><li>Sincerity </li></ul><ul><li>Don’t praise yourself </li></ul><ul><li>Avoid argument </li></ul><ul><li>Silence </li></ul><ul><li>Enunciation Clear, loud, syllables. </li></ul><ul><li>Flexibility of tone </li></ul>
  28. 28. Practice 1 <ul><li>For distinct enunciation, every word, every syllable, every sound, must be given it proper form and value. </li></ul><ul><li>Think of the mouth chamber as a mold, in which the correct form is given to every sound. </li></ul><ul><li>Will you please move your lips more noticeably? </li></ul>
  29. 29. Practice 2 <ul><li>The teeth should never be kept closed in speech. </li></ul><ul><li>Through practices, we can learn to speak more rapidly, but still with perfect distinctness </li></ul>
  30. 30. Ways To Gain Effective Conversation <ul><li>Good use of English – avoid errors </li></ul><ul><li>Improved vocabulary – overlook v oversee </li></ul><ul><li>Avoid old phrases </li></ul><ul><li>Use humour </li></ul><ul><li>Add interesting story </li></ul><ul><li>Improve clarity of voice – practice </li></ul>
  31. 31. Public Speaking
  32. 32. What does the graphic tell you about this speaker?
  33. 33. The 5-P‘s <ul><li>P rior </li></ul><ul><li>P reparation </li></ul><ul><li>P revents </li></ul><ul><li>P oor </li></ul><ul><li>P erformance </li></ul>
  34. 34. From effective conversation to speech <ul><li>Overcoming Fear </li></ul><ul><ul><li>Confidence </li></ul></ul><ul><li>Idea of speech </li></ul><ul><ul><li>Know your subject </li></ul></ul><ul><li>Know the audience </li></ul><ul><ul><li>Target their interest </li></ul></ul><ul><li>Organising the speech </li></ul><ul><ul><li>Tell them… </li></ul></ul>
  35. 35. Developing Your Presentation <ul><li>What is your goal? </li></ul><ul><li>Research your topic </li></ul><ul><li>Develop an outline </li></ul><ul><li>Create or locate learning aids </li></ul>
  36. 36. A.I.D.A AIDA ttention nterest esire ction POWERFUL opener CLEAR connector MAIN BODY POWERFUL close
  37. 37. AIDA AIDA ttention nterest esire ction Establish credentials (Me, You, What) Key point Create +ve expectations Paint the future benefits WIFM The facts    Me, You, What is required The facts  3  advantages  benefits
  38. 38. Making the Presentation Interesting <ul><li>Informative </li></ul><ul><li>Fun </li></ul><ul><li>Variety </li></ul><ul><li>Energy </li></ul><ul><li>Audience Interaction </li></ul>
  39. 39. Practicing Your Presentation <ul><li>Simulate the presentation setting </li></ul><ul><ul><li>Practice aloud </li></ul></ul><ul><ul><li>Practice standing up </li></ul></ul><ul><li>Time your presentation </li></ul><ul><li>Memorize your opening few sentences </li></ul><ul><li>Watch yourself in a mirror </li></ul>
  40. 40. Presenting <ul><li>Stage fright - feelings follow action </li></ul><ul><li>Talk ‘to’, not ‘at’ </li></ul><ul><li>Eye contact </li></ul><ul><li>Don’t judge your audience </li></ul><ul><li>Pause </li></ul><ul><li>Volume </li></ul><ul><li>Pace </li></ul>
  41. 41. Summary <ul><li>He who fails to prepare, prepares to fail! </li></ul>
  42. 42. With thanks to A. Rahim [email_address]
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