Effective Communication

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Effective Communication - DiSC communication styles

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Effective Communication

  1. 1. Coaching Circle Series BabHui Lee 19Sep, 2012 Effective Communication Start
  2. 2. Facilitator Introduction BabHui Lee is currently Senior Director of Quality Assurance for Multek Asia. BabHui has been with Multek & Flextronics for over 10 years, holding various leadership roles in Engineering, Global Procurement and Quality. BabHui is also a certified Flextronics ELP Facilitator (bilingual – English & Chinese) since 2008. BabHui has obtained multiple eCornell certificates in Executive Leadership, High Performance Leadership, Business Leadership, Change Leadership, Project Leadership, HR Leadership, etc. BabHui is passionate about Learning & Development and sharing his Start knowledge and experience freely.
  3. 3. Agenda X• What is Communication?• Communication Process• Active Listening• Communication Styles• Communicating with DiSC Styles 5
  4. 4. Communication Skills Overview X Effective communication skills are a critical element in your career and personal lives. We all must use a variety of communication techniques to both understand and be understood. “The single biggest problem in communication is the illusion that it has taken place.” -- George Bernard Shaw 6
  5. 5. What if communication were not possible? X 7
  6. 6. Frustration and Chaos! X 8
  7. 7. X9
  8. 8. Activity: If I Could Do It Over Again… X Think of a recent example at work in which you were involved in a miscommunication and answer the following questions: 1. Why did the miscommunication occur? 2. What impact did it have? 3. If you had a chance to do it over again, what specifically would you do differently? 10
  9. 9. Communication - Do you know? X The average worker spends 50% of his or her timecommunicating? Business success is 85% dependent on effectivecommunication and interpersonal skills? 45% of time spent communicating is listening? Writing represents 9% of communication time? 25% of all workplace mistakes are the result of poorcommunication? A remarkable 75% of communication is non-verbal? 11
  10. 10. XWhat Is Communication?1. A process where information Choose the correct answer. is exchanged between at least two people resulting in a common understanding. X #12. The successful transfer of information in such a way that X #2 is received, understood and correctly acted upon. X Neither Both YES – Correct! 12
  11. 11. Communication Goals X To change behavior To get and give To get action Information To persuade To ensure understanding Source: CGAP Direct 13
  12. 12. Types Of Communication X Mass Communication One-to-One Communication One-to-Group Communication Verbal Communication Non-Verbal Communication Adobe Acrobat Document 14
  13. 13. Common Communication Methods X ages al Im akin g Vi s u Sp e Writing Bod y La ngu age 15
  14. 14. XCommunication ComponentsAll communication includes five fundamental components. Someone who begins the Sender communication process. Someone who receives the Receiver communication. The method of sending the Medium or Channel message. Message The intent of the message. Effect The impact of the message. 16
  15. 15. XThe Communication Process• The communication process begins when a message is conceived by the SENDER.• The message is then ENCODED and TRANSMITTED through a particular MEDIUM or CHANNEL. Idea: mental images, i.e. thoughts, opinions, emotions, pictures. Sender Encode: put into words, drawn, Idea Encode Transmit etc. Transmit: telephone, letter, memo, email, body language, tone of voice, etc. 17
  16. 16. XThe Communication Process• The Receiver RECEIVES, DECODES and INTERPRETS the message.• The Receiver then returns a signal or FEEDBACK in some way to indicate whether or not the message has been understood as the Sender intended. Receiver Same Receive Decode Idea Feedback 18
  17. 17. XThe Communication Process Sender Receiver SameIdea Encode Transmit Receive Decode Idea Feedback 19
  18. 18. XThe Communication ProcessThere are even more things at work with communication that couldchallenge its effectiveness. For instance, each of us has a set of filters –or perceptions – of how we ‘see’ the world. Then there’s the “NOISE”factor. Sender F Receiver I L Same Idea Encode Transmit T Receive Decode Idea E R Noise Feedback 20
  19. 19. XFilters in Communication‘Filters’ represent our perceptions of everything we encounter and arebased on the sum total of who we are.”Filters impact:1. How we see others,2. How we interpret situations, and3. How we act and feel.“We dont see things asthey are, we see themas we are.” ~ Anaïs Nin Courtesy of the FutureWork Institute 21
  20. 20. XNoise Factor in Communication Internal Noise External Noise Resistance to the Actual sound: message and/or the pitch, tone, sender: language level, opinions, accents, assumptions, interruptions, perceptions, distractions, etc. attitudes, etc. 22
  21. 21. XThe Communication ProcessAt any point along the communication process, there is a possibility ofdisruption. In order for communication to be complete, the sender getsFEEDBACK indicating that the message sent was received as it wasintended. Sender F Receiver I L Same Idea Encode Transmit T Receive Decode Idea E R Noise Feedback 23
  22. 22. Communication X Barriers 24
  23. 23. X25
  24. 24. Listening Behaviors X • Hearing vs. Listening • Active Listening Adobe Acrobat Document 26
  25. 25. Roadblocks to Effective Listening X• Emotional interference• Defensiveness• Hearing only facts and not feelings• Not seeking clarification• Hearing what is expected instead of what is said• Stereotyping• The ‘halo’ effect (i.e., the tendency for something to be influenced by a loosely associated factor)• Automatic dismissal (e.g., “We’ve never done it that way before”)• Resistance to change 27
  26. 26. Tips for Active Listening X• Make eye contact• Give verbal or non-verbal acknowledgement• Adjust your body posture• Clear your mind• Avoid distracting behaviors 28
  27. 27. Communication Variables Adobe Acrobat Document X• Differences between sender and receiver - Attitudes - Information levels - Communication skills - Social systems - Sensory channel• Differences in previous experiences• Cultural differences• Differences in communication styles 29
  28. 28. Communication Styles X 30
  29. 29. XDiSC Behavioral Styles D i C S http://www.123test.com/disc-personality-test/ 31
  30. 30. XDiSC Personality Test (Sample Report) 32
  31. 31. XDominance Style Characteristics• Value control.• Driven by a strong inner need to lead/achieve results.• Take-charge people who seek to reach goals.• Focus on results rather than process.• Tend to downplay feelings and emotions.• Sometimes viewed as “unfeeling.” 33
  32. 32. XInfluence Style Characteristics • Crave action and an energetic pace. • Seek opportunities to “shine” or to be “on stage.” • Relationships take priority over tasks. • Focus is on outcomes. • Try to influence others with optimism and friendliness. • Recognition and approval are strong motivators. 34
  33. 33. XSteadiness Style Characteristics• Easy going and relationship focused.• Value security.• Work to maintain stable relationships/environments.• Find change difficult.• Reliable and good at follow- through.• Appreciate respect from others.• Value others’ respect of them. 35
  34. 34. XConscientious Style Characteristics • Goal-oriented; driven to be precise and controlled. • Can seem uncomfortable at expressing or dealing with emotions. • Logical thinkers who value accuracy and organization. • Like to think through tasks before starting. • Feel a need to do things themselves. • Perfectionists and strong desire for things to be “right.” 36
  35. 35. XThink About It…When we work with people whosenatural communication style isdifferent than our own, what are thepotential conflicts? 37
  36. 36. XCommunicating with Dominance Styles Dominance Styles… So you … • are concerned with being #1 support, guide, maintain self • think logically esteem • want facts and highlights display reasoning • strive for results provide concise data • like changes agree on goal, then get out of the • prefer to delegate way • want notice of accomplishments allow them to “do their own thing” • need to be in charge modify workload focus • reflect a tendency toward conflict compliment on achievements set parameters, let them take lead argue with facts, not emotion Focus On The Facts First! 38
  37. 37. XCommunicating with Influence Stylesinfluence Styles… So you …• are concerned with approval show them you admire/like them• seek enthusiastic situations be optimistic/upbeat setting• think emotionally support their feelings• want general expectations focus on big picture• need contact with people interact/participate with them• like change/innovation vary routine• want others to notice them compliment them often• need help getting organized do it together• dislike conflict avoid arguing on a personal basis• like action and stimulation keep up a fast, lively pace• want feedback that they look good provide positive feedback Focus On The Relationship First! 39
  38. 38. XCommunicating with Steadiness StylesSteadiness Styles… So you …• are concerned with stability show how to minimize risk• think logically show reasoning• want documentation/facts provide data, proof• like personal involvement demonstrate personal interest• need step-by-step sequence walk through instructions• want notice of perseverance compliment steady follow-thru• avoid risks/changes give personal assurances• dislike conflict act non-aggressively• accommodate others allow them to support others• like calmness/peace provide friendly atmosphere• enjoy teamwork provide cooperative group• want to be appreciated acknowledge their help/manner Focus On The Relationship First! 40
  39. 39. XCommunicating with Conscientious StylesConscientious Styles… So you …• think logically use an indirect, non-threatening approach• seek data show reasoning• need to know the process give it in writing• use caution provide explanation/rationale• want notice of their accuracy allow them to think, inquire, check• gravitate toward quality control compliment them on thoroughness• avoid conflict let them assess/be involved in• need to be right process• like to contemplate use tact to gain• do not like aggressive approaches clarification/assistance allow time to find “correct” answer tell them the “why” and “how” Focus On The Facts First! 41
  40. 40. Summary X• What is Communication?• Communication Process• Active Listening• Communication Styles• Communicating with DiSC Styles 42

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