Communication Communication is the transfer of intended meaning or message.
Effective communication Effective communication is getting the message across to someone else so that he is fully understo...
To get Effective communication 1-You need to listen effectively.  2- you need to clarify and confirm effectively by asking...
Communication skills are a part from thehuman behavior can be acquired andimproved by learning and training throughour lif...
So , for the continuousdevelopment program in ourcompany any individual withinthe company needing toimprove his communicat...
Most problems within a company arisefrom poor communication, resulting in:1-Mistakes caused by instructions not beinggiven...
All help to undermine the company’sperformance.So the result can at best be a businessnot firing and full of frustrated, a...
ObjectivesWe want to acquired theknowledge and skills tocommunicate effectively withstaff & customers andmanagement .

–   



The johri window (Joseph and Harry)is a communication and feedbackmodel explain how we give andreceive information about o...
THE JOHARI WINDOW                           KNOWN     UNKNOW                           TO SELF   N TO SELF                ...
Four windows:1-The arena called the public area which containsinformation that I know about my self and aboutwhich the oth...
The ideal windowIt is the window with a large arena areaand small blind spot & facade andunknown areas as it helps the per...
Channels of Communication1- Verbal2- Non – Verbal
Non – Verbal               Visuals       -                                                                             ...
Non – Verbal               Vocal       -                                                                               ...
Remember !“More than 50% of first impressions is based on thenon-verbalelement”
Communication stylesCommunication styles are concerned only withwhat we see and hear.Communication styles are divided to f...
Assertiveness-It’s the degree to which a person is perceived astrying to influence the decisions of others.-It measures wh...
Responsiveness-It’s the degree to which a person is perceived asexpressing feelings openly when relating withothers.-It in...
LOW                       RESPONSIVE                           (Controls)            ANALYTICAL                  DRIVER   ...
Analytical       Driver                              + Amiable             +   Expressive
ANALYTICAL
Technical Specialist        &Emotions Controller
Control      Ask & control      Details oriented      Formal dress      Hard worker      Persistent      Organized  ...
Clues to the AnalyticalEye Contact   Limited & directFace          Serious & controlledVoice Speed   Slow pace & words cho...
Analytical Style   -1                                                                                                  ...
In the jobRequires proofsObjectiveRespects normsAsks questionsGathers facts & examines all sidesSlower to take a dec...
To influenceBe prepared & organizedProvide proofsFocus on detailsEstablish trustLeave time to decideExamplesBe sinc...
AVOIDBe disorganizedBe informal & casualRush the decision-making processBe vagueLeave things to chanceUse someone’s ...
To decide he needs:• Evidences• Time
Disadvantage                                                                               
DRIVER
Control Specialist        & Hide Emotions
Control Tell & Control Task oriented Ambitious To-the-point Dominant Determined Not sociable Final results Conser...
Clues to the DriverEye Contact   Direct & steadyFace          Serious & determinedVoice Speed   Fast pace & words chosenVo...
Controlling or Driver Style   -                                                                                         ...
In the jobHard workerExpect quick actionsDecide on the spotOrganizedControlling othersBusinesslikeFinal results ori...
To influenceDirect to the pointFinal resultsBrief, clear & specificGiving optionsLeave him to decideNot details orie...
AvoidWasting his timePersonal relationshipsDetailed explanationAsking more questionsNot providing proofs
To decide he needs:• Give him options• Leave the decision up to him
Disadvantage   -                                                                                                   
EXPRESSIVE
Social Specialistusing personal power to lead others and expressing his         emotions
TellTell & EmoteExcitableNot interested in normsFriendly and sociableWants to be a STAREnthusiasticInitiativeCasua...
Clues to the ExpressiveEye Contact     Direct & widened eyes for emphasisFace            High emotional contentVoice Speed...
Expressive   –   –   -3                                                                                                ...
In the jobPleasantEnergizingCreativeRelationship builderSociableMotivate othersQuick to take a decisionQuick to st...
To influenceHave little talksPractical ideasQuick actionsNeeds recognitionBe enthusiasticAsk for his advice
AvoidOnly business orientedWasting your timeToo much data/detailsBeing dogmaticLow speed - “Cold”Speaking more than ...
To decide he needs:• Recognize his value• Motivate him
Disadvantage   -3                        •                                                                             ...
AMIABLE
Support Specialist          &expresses his emotions
Ask      Ask & Emote      Friendly      Emotive      Relax      Needs reassurances      Follower      Good listener...
Clues to the AmiableEye Contact      Limited, direct & shows warmthFace             Relaxed & broad smileVoice Speed      ...
Amiable – Facilitating Style   -                                                                                        ...
In the jobLoyal and reliableWorks for a bossListen to othersBuild long term relationsPatient and calmPeople oriented...
To influencePersonal relationshipsPatientsBe friendlyTell him what to doReassure himGo slowlyMake it simple
AvoidBeing “cold”Too much dataComplicating informationGoing fastNo relationshipMuch pressure on him
To decide he needs:• Guarantees / Assurance• Comfort for his patients• Product’s experience• Don’t put too muchpressure on...
Disadvantage -                                                                                         
25%            25%(Analytical)     (Driver)25%            25%(Amiable)      (Expressive)
Remember!No communication style is better thanany other, but each does bring with it aunique pattern of strengths andweakn...

.1.2.3
Versatility (Flexibility)
Versatility-Versatility is the most importantcomponent of the communicationstrategy.-It’s the perceived effort one makes t...
LOW(ANALYTICAL)                   RESPONSIVE                                                           (DRIVER)•Details or...
Versatility Indicators            LOW                        HIGH1-Limited desire to adapt .     1-High desire to adapt .2...
A SMALL TRUTH TOMAKE OUR LIFE 100%   WHAT IS THIS?
Hard work    H+A+R+D+W+O+R+K8+1+18+4+23+15+18+11 = 98%        Knowledge    K+N+O+W+L+E+D+G+E11+14+15+23+12+5+4+7+5 = 96%
Love    L+O+V+E12+15+22+5 = 54%     Luck    L+U+C+K12+21+3+11 = 47%
Then what makes 100%?Is it Money? ... NO!!!!![M+O+N+E+Y =13+15+14+5+25 = 72%]Leadership? ... NO!!!![L+E+A+D+E+R+S+H+I+P =1...
what we really need ?...
ATTITUDE     A+T+T+I+T+U+D+E1+20+20+9+20+21+4+5 = 100% It is OUR ATTITUDE towardsLife and Work that makes OUR           Li...
Every problem has a solution, only if  we perhaps change our attitude.          To go to the top,           to that   100%
APPLICATIONS AND RESULTSNow the pharmacist in our aldawaacompany has the ability to deal andcommunicate effectively with :...
Thank Foryour        you   Active       Listening
Communication skills
Communication skills
Communication skills
Communication skills
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Communication skills

  1. 1. Communication Communication is the transfer of intended meaning or message.
  2. 2. Effective communication Effective communication is getting the message across to someone else so that he is fully understood with the way you was intended .
  3. 3. To get Effective communication 1-You need to listen effectively. 2- you need to clarify and confirm effectively by asking (e.g.) what & why & how & when. 3-You need to respond effectively.
  4. 4. Communication skills are a part from thehuman behavior can be acquired andimproved by learning and training throughour life .
  5. 5. So , for the continuousdevelopment program in ourcompany any individual withinthe company needing toimprove his communication andinterpersonal skills.
  6. 6. Most problems within a company arisefrom poor communication, resulting in:1-Mistakes caused by instructions not beinggiven or understood properly.2-Frustration caused by the inability to dealwith staff or customers or managementeffectively.3-problems generated by poor choices ofsuitable behavior in different situations.
  7. 7. All help to undermine the company’sperformance.So the result can at best be a businessnot firing and full of frustrated, angryand demotivated employees.
  8. 8. ObjectivesWe want to acquired theknowledge and skills tocommunicate effectively withstaff & customers andmanagement .
  9. 9. 
  10. 10. – 
  11. 11. 
  12. 12. 
  13. 13. 
  14. 14. The johri window (Joseph and Harry)is a communication and feedbackmodel explain how we give andreceive information about ourselvesand others .
  15. 15. THE JOHARI WINDOW KNOWN UNKNOW TO SELF N TO SELF FEEDBACK FROM OTHERSKNOWN TO SELF DISCLOSURE BLINDOTHERS ARENA SPOTUNKNOW FACADE UNKNOWN N TOOTHERS
  16. 16. Four windows:1-The arena called the public area which containsinformation that I know about my self and aboutwhich the others know. this area characterized byfree and open exchange of information. By increasingarena leads to increase trust and communication .2-The blind spot is the information known about meby others but which I do not know about my self.(e.g.) body language or voice tone or related my job.3-The facade called the hidden area which containsinformation that I know about my self but which Iwithhold from others. (e.g.) opinions & reports .4-The unknown called the unconscious area in whichneither I nor others know about me .
  17. 17. The ideal windowIt is the window with a large arena areaand small blind spot & facade andunknown areas as it helps the personfor others to be easy to interact withand understand leading to increase thelevel of the trust in the group thenmore honest relationships and highcommunication .
  18. 18. Channels of Communication1- Verbal2- Non – Verbal
  19. 19. Non – Verbal Visuals -             
  20. 20. Non – Verbal Vocal -     
  21. 21. Remember !“More than 50% of first impressions is based on thenon-verbalelement”
  22. 22. Communication stylesCommunication styles are concerned only withwhat we see and hear.Communication styles are divided to fourtypes based on two dimensions:1-Assertiveness (the way a person attemptsto influence others).2-Responsiveness (how a person expressesemotions).
  23. 23. Assertiveness-It’s the degree to which a person is perceived astrying to influence the decisions of others.-It measures whether a person tends to tellversus ask.-An individual can be categorized as higherassertive or lower assertive or somewhere inbetween.
  24. 24. Responsiveness-It’s the degree to which a person is perceived asexpressing feelings openly when relating withothers.-It indicates whether a person tends to emoteversus control feelings.-An individual can be categorized as higherresponsive or lower responsive or somewherein between.
  25. 25. LOW RESPONSIVE (Controls) ANALYTICAL DRIVER Technical Control HIGH LOW Specialist SpecialistASSERTIVE ASSERTIVE (Asks) (Tells) AMIABLE EXPRESSIVE Support Social Specialist Specialist HIGH RESPONSIVE (Emotes)
  26. 26. Analytical Driver + Amiable + Expressive
  27. 27. ANALYTICAL
  28. 28. Technical Specialist &Emotions Controller
  29. 29. Control Ask & control Details oriented Formal dress Hard worker Persistent Organized Takes time to think Examines all sidesAsk
  30. 30. Clues to the AnalyticalEye Contact Limited & directFace Serious & controlledVoice Speed Slow pace & words chosenVoice Tone MonotoneGestures Limited & maintains large personal spacePosture Erect & formal
  31. 31. Analytical Style -1     – -      
  32. 32. In the jobRequires proofsObjectiveRespects normsAsks questionsGathers facts & examines all sidesSlower to take a decision “Wait & See”
  33. 33. To influenceBe prepared & organizedProvide proofsFocus on detailsEstablish trustLeave time to decideExamplesBe sincere & patient
  34. 34. AVOIDBe disorganizedBe informal & casualRush the decision-making processBe vagueLeave things to chanceUse someone’s opinionsRelaxPutting pressureClosing too quicklyTalk too much
  35. 35. To decide he needs:• Evidences• Time
  36. 36. Disadvantage     
  37. 37. DRIVER
  38. 38. Control Specialist & Hide Emotions
  39. 39. Control Tell & Control Task oriented Ambitious To-the-point Dominant Determined Not sociable Final results Conservative dress Tell
  40. 40. Clues to the DriverEye Contact Direct & steadyFace Serious & determinedVoice Speed Fast pace & words chosenVoice Tone Strong tone & narrow rangeGestures Limited & maintains large personal spacePosture Erect & indicates readiness to act
  41. 41. Controlling or Driver Style -          
  42. 42. In the jobHard workerExpect quick actionsDecide on the spotOrganizedControlling othersBusinesslikeFinal results orientedNot details oriented
  43. 43. To influenceDirect to the pointFinal resultsBrief, clear & specificGiving optionsLeave him to decideNot details oriented
  44. 44. AvoidWasting his timePersonal relationshipsDetailed explanationAsking more questionsNot providing proofs
  45. 45. To decide he needs:• Give him options• Leave the decision up to him
  46. 46. Disadvantage -     
  47. 47. EXPRESSIVE
  48. 48. Social Specialistusing personal power to lead others and expressing his emotions
  49. 49. TellTell & EmoteExcitableNot interested in normsFriendly and sociableWants to be a STAREnthusiasticInitiativeCasual dressImpatientEmote
  50. 50. Clues to the ExpressiveEye Contact Direct & widened eyes for emphasisFace High emotional contentVoice Speed Varies with emotionVoice Tone Highly variable & dramaticGestures Energetic, frequent & small personal spacePosture Excited, used to emphasize points
  51. 51. Expressive – – -3          
  52. 52. In the jobPleasantEnergizingCreativeRelationship builderSociableMotivate othersQuick to take a decisionQuick to start and to change
  53. 53. To influenceHave little talksPractical ideasQuick actionsNeeds recognitionBe enthusiasticAsk for his advice
  54. 54. AvoidOnly business orientedWasting your timeToo much data/detailsBeing dogmaticLow speed - “Cold”Speaking more than him
  55. 55. To decide he needs:• Recognize his value• Motivate him
  56. 56. Disadvantage -3 •     
  57. 57. AMIABLE
  58. 58. Support Specialist &expresses his emotions
  59. 59. Ask Ask & Emote Friendly Emotive Relax Needs reassurances Follower Good listener Flexible Emote
  60. 60. Clues to the AmiableEye Contact Limited, direct & shows warmthFace Relaxed & broad smileVoice Speed Slow pace & relaxedVoice Tone Variable, warm & friendlyGestures Broad, slow to respond & small personal spacePosture Relaxed & comfortable
  61. 61. Amiable – Facilitating Style -          
  62. 62. In the jobLoyal and reliableWorks for a bossListen to othersBuild long term relationsPatient and calmPeople orientedCautious
  63. 63. To influencePersonal relationshipsPatientsBe friendlyTell him what to doReassure himGo slowlyMake it simple
  64. 64. AvoidBeing “cold”Too much dataComplicating informationGoing fastNo relationshipMuch pressure on him
  65. 65. To decide he needs:• Guarantees / Assurance• Comfort for his patients• Product’s experience• Don’t put too muchpressure on him to decide
  66. 66. Disadvantage -     
  67. 67. 25% 25%(Analytical) (Driver)25% 25%(Amiable) (Expressive)
  68. 68. Remember!No communication style is better thanany other, but each does bring with it aunique pattern of strengths andweaknesses.
  69. 69.
  70. 70. .1.2.3
  71. 71. Versatility (Flexibility)
  72. 72. Versatility-Versatility is the most importantcomponent of the communicationstrategy.-It’s the perceived effort one makes toadapt behaviors to make otherscomfortable in any social interaction inorder to satisfy their needs.
  73. 73. LOW(ANALYTICAL) RESPONSIVE (DRIVER)•Details oriented D C B A •Results oriented•Logical •Dominating•Systematic 1 •Fast decision ANALYTICAL DRIVER maker LOW HIGH Technical Control 2 ASSERTIVE ASSERTIVE Support Social 3 •Initiative•Supportive AMIABLE EXPRESIVE 4 •Enthusiastic•Follower •Enjoyable to be•Easy going around(AMIABLE) HIGH (EXPRESSIVE) RESPONSIVE
  74. 74. Versatility Indicators LOW HIGH1-Limited desire to adapt . 1-High desire to adapt .2-Prefers to do things for 2-Prefers to do things forhis own reasons . others reasons .3-Uses position power 3-Uses personal power.4-Rigid attitude . 4-Flexible attitude .5-Closed opinions and 5-Changeable opinions andactions . actions .
  75. 75. A SMALL TRUTH TOMAKE OUR LIFE 100% WHAT IS THIS?
  76. 76. Hard work H+A+R+D+W+O+R+K8+1+18+4+23+15+18+11 = 98% Knowledge K+N+O+W+L+E+D+G+E11+14+15+23+12+5+4+7+5 = 96%
  77. 77. Love L+O+V+E12+15+22+5 = 54% Luck L+U+C+K12+21+3+11 = 47%
  78. 78. Then what makes 100%?Is it Money? ... NO!!!!![M+O+N+E+Y =13+15+14+5+25 = 72%]Leadership? ... NO!!!![L+E+A+D+E+R+S+H+I+P =12+5+1+4+5+18+19+9+16 = 89%]
  79. 79. what we really need ?...
  80. 80. ATTITUDE A+T+T+I+T+U+D+E1+20+20+9+20+21+4+5 = 100% It is OUR ATTITUDE towardsLife and Work that makes OUR Life 100%
  81. 81. Every problem has a solution, only if we perhaps change our attitude. To go to the top, to that 100%
  82. 82. APPLICATIONS AND RESULTSNow the pharmacist in our aldawaacompany has the ability to deal andcommunicate effectively with :1- customers2- managements3 - Colleagues4- labors
  83. 83. Thank Foryour you Active Listening

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