Communication skills

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المواد التي تم دراستها في محاضرة فن التواصل و الحوار …

المواد التي تم دراستها في محاضرة فن التواصل و الحوار
ضمن فاعليات الملتقي الثقافي الشهري
لنقابة المهندسين بالاسكندرية

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  • 1. SOFT SKILLS
  • 2. ‫مهارات التصال‬Communication Skills
  • 3. Communication Skills• Listening• Speaking• Reading• Writing
  • 4. Definition ‫ما معنى التصال‬Exchange information to gain Understanding and action
  • 5. Three Golden rules• The three golden rules of communication ARE TO BE:• Clear• Brief• Relevant
  • 6. Outcome of Effective communication ‫نتائج التصال الفعال‬• Interpersonal Relation Satisfaction.• Work Motivation.• Get the responses you want.• Gain other departments’ cooperation to implement ideas .• Improve work environment.
  • 7. Forms of Communication ‫وسائل التصال‬
  • 8. Communication FormVerbal Non-Verbal
  • 9. Verbal Communication• Verbal Communication occurred by using words.• Ensure Your Words Are Always Understood.
  • 10. Non-Verbal Communication • Non-Verbal Communication is a communication exchange that does not use words or may use words to carry more meaning than the strict definition of the words themselves .
  • 11. Non-Verbal Communication • Eye Contact. • Voice Control. • Body Language. • Posture.
  • 12. UNDERSTANDING MESSAGES• Even if someone decides to say nothing they are still communicating.• Sometimes the silence speaks louder than words.
  • 13. UNDERSTANDING MESSAGES•Research has shown that whensomeone has given a spoken message,only 7% of the listener understandingand judgment of the message comesfrom the words themselves, 38% fromthe way the message was spoken(accent, tone, inflection etc.) and 55%from the speaker body language (facialexpressions, eye contact etc.)
  • 14. Vertical Communication ManagerSubordinate Subordinate
  • 15. Horizontal Communication ManagerSubordinate Subordinate
  • 16. Oral CommunicationOral communication takesplace in face-to-faceconversation, groupdiscussion , telephonecall,…etc
  • 17. Written CommunicationWritten communication canbe achieved by different, ways like business lettermemos , e.mail ,…..and.convey resume
  • 18. ??What about meeting• Meeting is a mean of communication may need all mentioned forms of communication.• All levels of managers often arrange meeting.
  • 19. ??How to run an effective meeting Meetings are wonderful tools for generating ideas and managing group activity BY: • Good Preparing. • Managing a Meeting. • Time Keeping. • Issuing Minutes.
  • 20. Electronic Communication E.mail is one of the mostbenefiicial tool of cmmunication .• Use Headlines.• Make One Point per Email.• Specify the Response You Want.• Be a Good Correspondent.
  • 21. Communication Process
  • 22. Interference ‫تشويش التصال‬Interference includes the following to the required message• Distortion• Deletion• Addition
  • 23. Sources of Interference ‫مصادر تشويش الرسالة‬• Sender• (Incoherent for any reason)• Formulating>>>> Bad Encoding• Message >>>>>Not clear• Receiver(Unable or not interested to receive)• Feedback(Inadequate feedback-feedback type)
  • 24. How to minimize Interference• Use Interactive Listening• Use Questioning Techniques• Interpret Body Language• Chose & Use right communication Method• Be on the same wavelength
  • 25. LISTENING SKILLS ‫فن النصات‬• Listening does not mean shutting your mouth and opening your ears!• That is HEARING...!• Good listener participates actively in the information exchange.
  • 26. Listening SkillsYou must be able to listen attentively
  • 27. How to be an active listener• Start by Understanding Your Own Communication Style.• Think before speaking.• Pay attention to speakers .• Use Nonverbal Communication .• Give Feedback.• Use Question Techniques.
  • 28. Improving Your Listening Skills 1. Briefly restate what you have been told. 2. Pay attention! 3. Consider the source. 4. Discipline yourself. 5. Want to listen. 6. Do not interrupt.
  • 29. NINE KEYS TOBETTER LISTENING
  • 30. Nine Keys to Better Listening• Learn to recognize how important listening is to you and your job - you cant get ahead without it.• Relax when you feel tense. This makes communicating easier.• If you find yourself preoccupied, use empathy to force yourself to listen.• Tell yourself you are interested in what the other fellow is saying. Remember, self-centered people are poor listeners.
  • 31. Nine Keys to Better Listening• Judge the worth of what youve heard after you have heard it.• Ask the other person for his ideas. Dont appear unwilling to listen.• Do not doodle or try to do two things at once, concentrate on what is being said.• Dont listen only to what the speaker says, listen to what he means.• Make listening the hi-fi of your communications. Remember, thousands of moneymaking ideas go unrecognized because people dont listen.
  • 32. Be Prepared To Listen – Ask yourself "What new things can I learn from this person?" – There is no such thing as an uninteresting subject.• There are only uninterested people..! -Make sure you have paper and pencil. -Move away from distraction.
  • 33. Questioning SkillsYou must develop your questioning skills• To minimize interference in your communication• To get High quality information
  • 34. Questioning Skills
  • 35. Questioning StyleA ) CLOSED• There is only one answer• YES / NO Questions• B ) OPEN• There are many possible answers
  • 36. Communication Barriers ‫عوائق التصال‬• Individual barriers ‫شخصية‬• Organizational barriers ‫من خلل‬ ‫المؤسسة‬
  • 37. Individual barriers• Conflicting. ‫التعارض‬• Credibility about the subject‫مصداقية الموضوع‬ ‫. المقدم‬• Reluctance to communicate‫مقاومة التصال‬• Poor listening skills. ‫ضعف مهارات النصات‬• Predispositions about the subject. ‫رفض‬ ‫مسبق للموضوع‬
  • 38. ‫‪Organizational barriers‬‬ ‫قوانين ولوائح المؤسسة.‪• Semantics‬‬ ‫فروقات ادارية.‪• Status or power differences‬‬ ‫ووظيفية‬ ‫عدم وجود بيئة جيدة للتواصل .‪• noise‬‬ ‫ضغوط العمل الغير معتادة .‪• Overload‬‬
  • 39. ??How to Remove BarriersProblems with communication can pop-up in different stage :• Sender...• Message...• Channel...• Receiver...• Feedback...• Context...
  • 40. Make good environment ofeffective communication at all
  • 41. Communication and Interpersonal SkillsImprove your people skills and workplace communication techniques through interpersonal skills trainingcooperation across entire organization.
  • 42. Golden Tips of communication1. Dont take another persons reaction or anger personally.2. Dont have to have all the answers.3. Respond (facts and feelings); dont react (feelings) .4. Understand that people want to feel heard more than they care about whether you agree or not.
  • 43. Golden Tips of communication5-Remember that what someone says and what we hear can be amazingly different!6-Acknowledge inconvenience or frustration and offer a timeline, particularly if you need someone elses cooperation.7-Look for common ground instead of focusing .8-Remember that change is stressful for most people .
  • 44. Golden Tips of communication9-Work to keep a positive mental focus.10-Improve your listening skill .
  • 45. .Contact Info Prepared By: Eng.Amal IbrahimAmal_prod@yahoo.com 01228314263