Communication September 2013

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Half day open training event in Mississauga, Ontario.

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Communication September 2013

  1. 1. Communicating better by Toronto Training and HR September 2013
  2. 2. CONTENTS 5-6 Definition 7-8 Types of communication 9-10 Communication styles 11-12 The communication process 13-16 Elements of communication 17-18 Skills of communication 19-20 Communication relationships 21-22 Six components of the process 23-25 Characteristics of effective communication 26-27 Barriers to communication 28-29 Responses or roles that can cause problems 30-31 Intrapersonal communication 32-33 Listening 34-35 Body language 36-37 Verbal faux pas 38-39 Social media 40-41 Breaking bad news (healthcare) 42-43 Communication competence 44-45 Strategic flexibility 46-47 Communicating for change management 48-49 What format should be used? 50-51 Conclusion and questions Page 2
  3. 3. Page 3 Introduction
  4. 4. Page 4 Introduction to Toronto Training and HR Toronto Training and HR is a specialist training and human resources consultancy headed by Timothy Holden 10 years in banking 10 years in training and human resources Freelance practitioner since 2006 The core services provided by Toronto Training and HR are: Training event design Training event delivery Reducing costs, saving time plus improving employee engagement and morale Services for job seekers
  5. 5. Page 5 Definition
  6. 6. Definition • Communication • Fulfilling needs Page 6
  7. 7. Page 7 Types of communication
  8. 8. Types of communication • Downwards • Upwards • Lateral or horizontal Page 8
  9. 9. Page 9 Communication styles
  10. 10. Communication styles • Passive • Aggressive • Passive-aggressive • Assertive Page 10
  11. 11. Page 11 The communication process
  12. 12. The communication process Page 12 Reading 16% Writing 9% Speaking 30% Listening 45%
  13. 13. Page 13 Elements of communication
  14. 14. Elements of communication 1 of 3 • Senders and receivers • Messages • Channels • Feedback • Blocks • Setting Page 14
  15. 15. Elements of communication 2 of 3 Page 9
  16. 16. Page 9
  17. 17. Page 17 Skills of communication
  18. 18. Skills of communication • Oral • Written • Non-verbal Page 18
  19. 19. Page 19 Communication relationships
  20. 20. Communication relationships • Non-recognition relationships • Conflictual relationships • Collaborative relationships • Negotiative relationships • Competitive relationships Page 20
  21. 21. Page 21 Six components of the process
  22. 22. Six components of the process • The sender initiates a message • The content of the message is determined • The message is sent through a verbal or electronic or physical channel • The message is received by the receiver • The message is processed by the receiver • The receiver provides feedback, questioning or agreeing with the meaning and intentions of the message Page 22
  23. 23. Page 23 Characteristics of effective communication
  24. 24. Characteristics of effective communication 1 of 2 • The message • The sender • The channel • The receiver Page 24
  25. 25. Characteristics of effective communication 2 of 2 • Effective verbal communicators • Effective non-verbal communicators Page 25
  26. 26. Page 26 Barriers to communication
  27. 27. Barriers to communication • Sender • Receiver • External barriers Page 27
  28. 28. Page 28 Responses or roles that can cause problems
  29. 29. Responses or roles that can cause problems • Placater • Blamer • Computer • Distracter Page 29
  30. 30. Page 30 Intrapersonal communication
  31. 31. Page 9
  32. 32. Page 32 Listening
  33. 33. Listening • Basic reasons we do not listen • Levels of listening • Improving listening skills • Active listening • Sins of not listening • Helping and hindering • Listening for a conclusion • Taking notes • Following directions Page 33
  34. 34. Page 34 Body language
  35. 35. Body language • Postures and gestures • Eye contact • Orientation • Presentation • Looks • Expressions of emotion Page 35
  36. 36. Page 36 Verbal faux pas
  37. 37. Verbal faux pas • “Let me be honest with you” • “Kinda”, “Sorta” and “Wanta” • “I’ll try” • “I have to…” • “You know” or “You know what I mean” Page 37
  38. 38. Page 38 Social media
  39. 39. Social media • How does Canada compare? • Why not implement/expand? • What is it used for? • Who is the audience? Page 39
  40. 40. Page 40 Breaking bad news (healthcare)
  41. 41. Breaking bad news (healthcare) • Prepare • Find out what the patient knows • Find out what the patient wants to know • Share the information • Respond to emotions • Plan follow-up Page 41
  42. 42. Page 42 Communication competence
  43. 43. Communication competence • Definition • Knowledge • Skill • Motivation • Elements of communication competence Page 43
  44. 44. Page 44 Strategic flexibility
  45. 45. Strategic flexibility • Definition • Steps needed Page 45
  46. 46. Page 46 Communicating for change management
  47. 47. Communicating for change management PURPOSES • To motivate • To guide • To provide place Page 47
  48. 48. Page 48 What format should be used?
  49. 49. What format should be used? • With whom am I communicating? • What is the direction within the organization? • What is the formality expectation? Page 49
  50. 50. Page 50 Conclusion and questions
  51. 51. Page 51 Conclusion and questions Summary Videos Questions

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