Communication Skills Training Presented by: Ghazala Butt Human Resources Manager

Objectives You would be able to: Know the difference between verbal and non-verbal communication Understand Seven Essential Communication Skills Careful and active listening Express feelings and thoughts clearly and completely Know your verbal communication strengths Improve your verbal communication skills

You would be able to:

Know the difference between verbal and non-verbal communication

Understand Seven Essential Communication Skills

Careful and active listening

Express feelings and thoughts clearly and completely

Know your verbal communication strengths

Improve your verbal communication skills

Definition What is Communication ????? Communication is the management of messages for the purpose of creating meaning to interact with each other, with clarity & ease The act of meaning something, of conveying an attitude (belief, desire, intention, regret, etc.) to others, by linguistic or other means The exchange of thoughts, messages, or information, as by speech, signals, writing , or behavior

What is Communication ?????

Communication is the management of messages for the purpose of creating meaning to interact with each other, with clarity & ease

The act of meaning something, of conveying an attitude (belief, desire, intention, regret, etc.) to others, by linguistic or other means

The exchange of thoughts, messages, or information, as by speech, signals, writing , or behavior

Verbal Communication Non-Verbal Communication

Verbal Communication Requires formal language Words Vocabulary Symbols Non Verbal Communication Independent of formal language Body Language Facial expressions Colors Shapes Rhythmic Sounds Difference

Verbal Communication

Requires formal language

Words

Vocabulary

Symbols

Non Verbal Communication

Independent of formal language

Body Language

Facial expressions

Colors

Shapes

Rhythmic Sounds

Verbal Communication Training Focus

Verbal Communication Verbal communication is to exchange information with others using a common spoken language Any means of communicating that uses words, vocabulary, numbers and symbols and is organized in sentences using language . We communicate face to face, by telephone or radio, or television using videoconferencing facilities Communication can be: • one to one - talking and interacting with one other person • one to many - as a listener in an audience or as the speaker • in groups - talking together to share ideas or find solutions.

Verbal communication is to exchange information with others using a common spoken language

Any means of communicating that uses words, vocabulary, numbers and symbols and is organized in sentences using language .

We communicate face to face, by telephone or radio, or television using videoconferencing facilities

Communication can be: • one to one - talking and interacting with one other person • one to many - as a listener in an audience or as the speaker • in groups - talking together to share ideas or find solutions.

Process of Verbal Communication Input (The sender has an intention to communicate with another person) Sender (The sender sends the message ) Channel (The message is sent via channel, which can be made of a variety of materials) Noise (The channel is subjected to various sources of noise) Receiver (The receiver translates the incoming message, or expression) Output ( This is the content translated by the receiver )

Input (The sender has an intention to communicate with another person)

Sender (The sender sends the message )

Channel (The message is sent via channel, which can be made of a variety of materials)

Noise (The channel is subjected to various sources of noise)

Receiver (The receiver translates the incoming message, or expression)

Output ( This is the content translated by the receiver )

Distraction in Sending and Receiving Messages Input

Activity … Chinese Whisper “ It is good to eat caterpillars for breakfast”

Challenges of Verbal Communication

These challenges include your learning to see each conversation as an opportunity to grow in skill and awareness each encounter as an opportunity to express more appreciation each argument as an opportunity to translate your complaints into requests

These challenges include your learning to see

each conversation as an opportunity to grow in skill and awareness

each encounter as an opportunity to express more appreciation

each argument as an opportunity to translate your complaints into requests

Challenge Five Asking Questions more Open ended Challenge Six Expressing more appreciation, encouragement, delight Challenge One Listening more carefully and responsively Challenge Seven Seeing Every conversation— opportunity to grow Challenge Two Explain Conversational Intent and Invite Consent Challenge Three Expressing you more clearly and completely Challenge Four Translate complaints and Criticism into requests

C hallenge One Listening more carefully and responsively

Listen first Pay attention to what the person speaking by saying things such as "yeah!", "you got it," "that's right," and similar responses during the conversation Acknowledge what you hear Acknowledging another person's thoughts and feelings does not have to mean that you approve of or agree with that person or that you will do whatever someone asks Acknowledging another person's thoughts and feelings... ...still leaves you the option of agreeing or disagreeing with that person's point of view, actions or way of experiencing ...still leaves you with the option of saying more about the matter being discussed Give very brief summaries of the experiences they are talking about "So you were really happy about that..." "Sounds like you wanted a big change in that situation...“

Listen first

Pay attention to what the person speaking by saying things such as "yeah!", "you got it," "that's right," and similar responses during the conversation

Acknowledge what you hear

Acknowledging another person's thoughts and feelings does not have to mean that you approve of or agree with that person or that you will do whatever someone asks

Acknowledging another person's thoughts and feelings...

...still leaves you the option of agreeing or disagreeing with that person's point of view, actions or way of experiencing

...still leaves you with the option of saying more about the matter being discussed

Give very brief summaries of the experiences they are talking about

"So you were really happy about that..."

"Sounds like you wanted a big change in that situation...“

C hallenge Two Explain Conversational Intent and Invite Consent

Some conversations require a lot more time, effort and involvement than others. If you want to have a conversation that will require a significant amount of effort from the other person, it will go better if that person understands what he or she is getting into and permission to participate “ Do you have a minute? Right now I'd like to talk to you about... Is that OK?” Importance of this Challenge: First, we give our listeners a chance to consent to or decline the offer of a specific conversation Second, we help our listeners to understand the "big picture," the overall goal of the conversation-to-come. Third, we allow our listeners to get ready for what is coming And fourth, we help our listeners understand the role that we want them to play in the conversation: fellow problem solver, employee receiving instructions, giver of emotional support, and so on.

Some conversations require a lot more time, effort and involvement than others. If you want to have a conversation that will require a significant amount of effort from the other person, it will go better if that person understands what he or she is getting into and permission to participate

“ Do you have a minute? Right now I'd like to talk to you about... Is that OK?”

Importance of this Challenge:

First, we give our listeners a chance to consent to or decline the offer of a specific conversation

Second, we help our listeners to understand the "big picture," the overall goal of the conversation-to-come.

Third, we allow our listeners to get ready for what is coming

And fourth, we help our listeners understand the role that we want them to play in the conversation: fellow problem solver, employee receiving instructions, giver of emotional support, and so on.

C hallenge Three Expressing you more clearly and completely

Give your listeners more information about what you are saying When one person sincerely listens to another, a very creative process is going on in which the listener mentally reconstructs the speaker's experience. The more dimensions of your experience you share with the other person, it would be easy-to-grasp, and a very accurate and clear picture would be reconstructed in his / her mind. Filling in the missing information Your two o'clock is here," ---- "Your client who made an appointment for two o'clock has arrived in the waiting room," In situations of change, ambiguity, conflict, or great emotional need, our "shorthand" way of speaking may not work at all for two possible reasons: First, our listeners may fill in a completely different set of details than the one we intended Second, our listeners may not understand the significance of what we are saying

Give your listeners more information about what you are saying

When one person sincerely listens to another, a very creative process is going on in which the listener mentally reconstructs the speaker's experience. The more dimensions of your experience you share with the other person, it would be easy-to-grasp, and a very accurate and clear picture would be reconstructed in his / her mind.

Filling in the missing information

Your two o'clock is here,"

---- "Your client who made an appointment for two o'clock has arrived in the waiting room,"

In situations of change, ambiguity, conflict, or great emotional need, our "shorthand" way of speaking may not work at all for two possible reasons:

First, our listeners may fill in a completely different set of details than the one we intended

Second, our listeners may not understand the significance of what we are saying

Have you ever met such ambiguous situation (due to missing information) that caused conflict / frustration???

Have you ever met such ambiguous situation (due to missing information) that caused conflict / frustration???

C hallenge Four Translate Complaints and Criticism into Requests

Translate your (and other people's) complaints and criticisms into specific requests, and explain your requests To get more cooperation from others, whenever possible, ask for what you want by using specific, action-oriented, positive language "so that...", "it would help me to... if you would..." or "in order to... " We have a tendency to complain rather than to request. If we make a request, the other person could turn us down or make fun of us, and the risk of disappointment and loss of face is hard to bear. If we complain, on the other hand, we stand on the emotional high ground and our listener is usually on the defensive. Whenever we place people on the defensive, their capacity to listen goes down. Their attention and energy will often go into some combination of defending their position, saving face and counter-attacking. "Will you please open the window?" "May I please have a glass of water?" AND... "Will you please open the window so that we can get more fresh air in here?" "May I please have a glass of water? I'm really thirsty."

Translate your (and other people's) complaints and criticisms into specific requests, and explain your requests

To get more cooperation from others, whenever possible, ask for what you want by using specific, action-oriented, positive language

"so that...", "it would help me to... if you would..." or "in order to... "

We have a tendency to complain rather than to request.

If we make a request, the other person could turn us down or make fun of us, and the risk of disappointment and loss of face is hard to bear.

If we complain, on the other hand, we stand on the emotional high ground and our listener is usually on the defensive.

Whenever we place people on the defensive, their capacity to listen goes down. Their attention and energy will often go into some combination of defending their position, saving face and counter-attacking.

"Will you please open the window?"

"May I please have a glass of water?"

AND...

"Will you please open the window so that we can get more fresh air in here?"

"May I please have a glass of water? I'm really thirsty."

What is your experience ????

What is your

experience ????

C hallenge Five Asking questions more open ended

" Open-endedly...": In order to encourage your listeners to share more of their thoughts and feelings, ask "open-ended" rather than "yes/no" questions. Open-ended questions allow for a wide range of responses. "How did you like that food/movie /speech/etc.?" will evoke a more detailed response than "Did you like it?“ " and more creatively..." When we ask questions we usually ask powerful language tool to attract our listener. But most of the times we do fruitless questions. Should ask “How” rather than “Why” “ Why do I do this without any body?” ----- “How can I do this without anybody finding out? ”

" Open-endedly...":

In order to encourage your listeners to share more of their thoughts and feelings, ask "open-ended" rather than "yes/no" questions. Open-ended questions allow for a wide range of responses.

"How did you like that food/movie /speech/etc.?" will evoke a more detailed response than "Did you like it?“

" and more creatively..."

When we ask questions we usually ask powerful language tool to attract our listener. But most of the times we do fruitless questions.

Should ask “How” rather than “Why”

“ Why do I do this without any body?”

----- “How can I do this without anybody finding out? ”

“ Your question is the quest you're on. No questions -- no journey. Timid questions -- timid trips. Radical questions -- an expedition to the root of your being” Bon Voyage

“ Your question is the quest you're on.

No questions -- no journey. Timid questions -- timid trips. Radical questions -- an expedition to the root of your being”

Bon Voyage

- Are you comfortable with my plan?? - Can you provide me some more information to go forward?? - Are you ready to meet this deadline??

- Are you comfortable with my plan??

- Can you provide me some more information to go forward??

- Are you ready to meet this deadline??

C hallenge Six Expressing more appreciation, encouragement and Delight

“ Our gratefulness is our deepest prayer, prayed not with words but with our hearts”

“ Our gratefulness is our deepest prayer, prayed not with words but with our hearts”

To build more satisfying relationships with the people around you, make a conscious effort to express more gratitude, appreciation, delight, affirmation, and encouragement To express gratitude in a meaningful way, a person needs to actually feel grateful, and that often involves looking at a person or situation from a new angle. Expressing appreciation thus involves both an expressive action and an inner attitud e Living more gratefully To be grateful for the goodness of simplest things Good job done by your Team member Tea prepared by your office boy Turning of seasons Beautiful flowers Exploring a new theme: Receiving each day as a gift Thank you = yes to life Expressing gratitude in the middle of a difficult life

To build more satisfying relationships with the people around you, make a conscious effort to express more gratitude, appreciation, delight, affirmation, and encouragement

To express gratitude in a meaningful way, a person needs to actually feel grateful, and that often involves looking at a person or situation from a new angle. Expressing appreciation thus involves both an expressive action and an inner attitud e

Living more gratefully

To be grateful for the goodness of simplest things

Good job done by your Team member

Tea prepared by your office boy

Turning of seasons

Beautiful flowers

Exploring a new theme: Receiving each day as a gift

Thank you = yes to life

Expressing gratitude in the middle of a difficult life

Event to be grateful for

C hallenge Seven Seeing every conversation as an opportunity to become more skillful communicator

The Seventh Challenge is to practice your evolving communication skills in everyday life by Solving problems together Giving emotional support to other people in your life Enjoying how you are becoming a positive influence in your world Developing faith in the possibilities of your conversational development What are possibilities??? More awarely More skillfully More honestly, sincerely (inner should matches outer) More respectfully, warmly, forgivingly More openly, creatively More gratefully , appreciatively More energetically, responsively More gracefully and beautifully

The Seventh Challenge is to practice your evolving communication skills in everyday life by

Solving problems together

Giving emotional support to other people in your life

Enjoying how you are becoming a positive influence in your world

Developing faith in the possibilities of your conversational development

What are possibilities???

More awarely

More skillfully

More honestly, sincerely (inner should matches outer)

More respectfully, warmly, forgivingly

More openly, creatively

More gratefully , appreciatively

More energetically, responsively

More gracefully and beautifully

Barriers to Effective Verbal Communication at Work

Language Barriers Ambiguity Vocabulary Rambling Unusual words Psychological Barriers Pressures Mood Shyness Aggression Know-it-all Mind not on work Environmental Barriers Interruptions Noise/heat/cold/space available Speech Barriers Accent Stereotyped attitude Lack of knowledge

Language Barriers

Ambiguity

Vocabulary

Rambling

Unusual words

Psychological Barriers

Pressures

Mood

Shyness

Aggression

Know-it-all

Mind not on work

Environmental Barriers

Interruptions

Noise/heat/cold/space available

Speech Barriers

Accent

Stereotyped attitude

Lack of knowledge

How to Improve Verbal Communication

Improve your listening skill. Most people think they listen well, but the truth is that most of people don't listen at all -- they just speak and then think about what they're going to say next Don't take another person's reaction or anger personally You don't have to have all the answers. It's OK to say, “I don't know.” Respond (facts and feelings); don't react (feelings) Remember that what someone says and what we hear can be amazingly different! Our personal filters, assumptions, judgments, and beliefs can distort what we hear Acknowledge inconvenience or frustration and offer a timeline, particularly if you need someone else's cooperation or your activities will affect them

Improve your listening skill. Most people think they listen well, but the truth is that most of people don't listen at all -- they just speak and then think about what they're going to say next

Don't take another person's reaction or anger personally

You don't have to have all the answers. It's OK to say, “I don't know.”

Respond (facts and feelings); don't react (feelings)

Remember that what someone says and what we hear can be amazingly different! Our personal filters, assumptions, judgments, and beliefs can distort what we hear

Acknowledge inconvenience or frustration and offer a timeline, particularly if you need someone else's cooperation or your activities will affect them

Look for common ground instead of focusing solely on differences Work to keep a positive mental focus Whether you are going to speak in public, talk to your boss, you have to think before you utter those words Reduce your usage of verbal pauses Avoid careless language. Talk and write in ways that allow for accurate description of your experience, thoughts or ideas. Don't expect people to assume and guess what you are trying to say

Look for common ground instead of focusing solely on differences

Work to keep a positive mental focus

Whether you are going to speak in public, talk to your boss, you have to think before you utter those words

Reduce your usage of verbal pauses

Avoid careless language. Talk and write in ways that allow for accurate description of your experience, thoughts or ideas. Don't expect people to assume and guess what you are trying to say

Know your Communication Strengths

- Strengths of your Group - Major weaknesses of your Group - How can you change your weakness into your strengths ????

- Strengths of your Group

- Major weaknesses of your Group

- How can you change your weakness into your strengths ????

Thank You