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Communication skills & effective listening
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Communication skills & effective listening

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Communication training tips: …

Communication training tips:

1. Definition of communication.
2. Functions of communication.
3. Communication process.
4. Types of communication.
5. Praverbal communication.
6. Direction of communication & Network types.
7. Definition of Grapevine & how to reduce consequences of rumors.
8. Ways of Communication.
9. Definition of LISTENING & levels of listening.
10. Empathic listening & its skills.
11. Barriers to effective Listening.
12. Johari window.
13. Benefits & Fears associated with self-disclosure.
14. How to achieve Effective Listening.
15. Communication Goals.


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  • The two basic modes of communication are verbal and nonverbal. Verbal communication is either spoken or written. Verbal communication involves the use of words. Nonverbal communication, on the other hand, does not involve the use of words. Dress, gestures, touching, body language, face and eye behavior, and even silence are forms of nonverbal communication. Remember that even though there are two forms of communication, both the verbal and the nonverbal are inseparable in the total communication process. Conscious awareness of this fact is extremely important because our effectiveness in many situations is highly dependent upon successful communication. The most powerful mode of communication is the non verbal mode although commonly it is the one most often ignored or neglected and we put the majority of our efforts into what we say forgetting about the far more powerful non verbal channel.
  • Body Language will often clarify ambiguity or uncertainty often you will notice that people say one thing and their body language says another. We also have to ensure that OUR Body language is appropriate and gives the right signals to those that we are communicating with.You may have your voice and words under control, but your body language including the tiniest facial expressions and movement can give your true thoughts and feelings away.Recognize that people communicate on many levels . Become accustomed to watching nonverbal communication and your ability to read it will grow dramatically with practice.If a person’s words say one thing and their nonverbal communication says another, you are wont to listen to the nonverbal communication – and that is usually the correct decision.Probe nonverbal communication during a meeting or other situation in which you need facts and believable statements. Again, the nonverbal may reveal more than the person’s spoken words.Be aware of non-verbal communication and keep it consistent with your message
  • Recognize that people communicate on many levels. Watch their facial expressions, eye contact, posture, hand and feet movements, body movement and placement, and appearance and passage as they walk toward you. Every gesture is communicating something if you listen with your eyes.Probe nonverbal communication during an investigation or other situation in which you need facts and believable statements. Again, the nonverbal may reveal more than the person’s spoken words.The ability to recognize and interpret nonverbal responses depends upon consistent development of observation skills. Your growth in both knowledge and understanding will contribute to an ability to recognize and interpret many kinds of nonverbal communication. Your sensitivity and competence in listening with your eyes will become as refined as-if not better than-listening with your ears.
  • Paraverbal
  • Communication is a two-way street. If a person says something to you, you are expected to give a response in kind. If any dialogue stops becoming or never becomes two way then it is not communication and it is highly unlikely to be effective.
  • Informal communication network
  • Announce decision, explain decision or behavior, emphasize the downside, openly discuss worst-case possibilities. Play video of failure to communicate.
  • Aggressively: inducing guilt and using control tactics, you are likely to perceive the words of others as attacking and be on the defensePassively: interested in hearing and understanding the other person’s point of view. We are attentive and passively listen. We assume that we heard and understand correctly. but stay passive and do not verify itAssertively:Is a form of communication in which you speak up for your rights and take into account the rights of other.
  • “The skill of empathic listing will not be effective unless they come from a sincere desire to understand”Often the real meaning of what they are saying is hidden or requires us to read between the lines or look at some other clues to GET what they are saying.
  • Even if you disagree, keep a positive attitude towards the speaker to make him open up.
  • Filtering:People selective interpret what they see on the basis of their interests, background, experience and attitudes.A condition in which information inflow exceeds individual’s processing capacity.Emotion:Emotions how people feels at the time a message received.Language:Words have different meaning s to different people
  • What is your opinion???Ask one about the other opinion on this slide.
  • The public area consists of information about us that both we and other know.The private area comprises information that we know about ourselves but hidden to others.The blind area denotes information that others are aware of but we are not.The unknownareacontains information that neither we know or other know.
  • Discuss a difficult person, “brain storming”
  • Creating an emotional as well as a rational connection is vitally important to ensure optimal communication effectiveness. From our own experiences I am sure we would agree that where we have a positive emotional connection with people we tend to find all aspects of our interaction including communication are better than where there is no or a poor emotional connectionTrust and honesty are important components of emotional connection, and they both relate to communication as well. Real, open communication requires trust. Before you can feel safe telling someone important things about yourself, you'll need to trust them not to share your secrets with anyone else. You'll need to trust them not to use the information against you in some way. Honesty comes into play here, as well. It's hard to trust someone who isn't honest with you.In order to be effective at communicating we need to be able to establish emotional ties and connections with those we are communicating with, if we cannot establish an emotional connection then we will never be able to communicate as effectively as we would had we established it.There are numerous studies which address the importance of effective, empathic physician-patient communication. Early research pointed to improved patient compliance, better clinical outcomes and reductions in dissatisfaction and malpractice litigation.
  • We often use ambiguity to cope with predicaments, difficult situations, and conflict situations. A team member who just gave a fairly bad but somewhat inconsequential presentation, may ask "How did I do?“ How do you respond? You may say something like: "Probably better than I would have done," or "I've never seen a presentation like it." Such messages may not satisfy the other person, but they assist you in managing a difficult situation and preserving the peace of work relations. Since our primary purpose in communicating is to get our message across and to have people understand, then it will not be helpful if we allow much ambiguity to creep in to our communication. Difficult as it may be , sometimes to really communicate effectively we must refrain from using ambiguity in order to make our life easier if it leaves the other person confused and lacking in understanding.
  • Continually as you are communicating and particularly where areas are complex and or important you should be constantly checking understanding as you go along. If you fail to do this then it is highly probable that you will have failed somewhere to get across what you need to and therefore the purpose of your communication i.e. “the transmission of meaning to others” will have been unsuccessful.Where there is a requirement on some action from those that your are communicating with this is of even greater importance as you need to know not only do they understand what you have been aiming to get across but do they know what is expected of them ?
  • Often in situations where there is a perceived or real disparity either in hierarchy or competence between two parties it is difficult for one of the parties to feel confident in interrupting or volunteering they do not feel they fully understand. In this situation take responsibility for checking that there is clear understanding of what has been discussed and any action that needs to happen.
  • Transcript

    • 1. What I can tell Boooom you in this presentation???
    • 2. ONE Thing you Take With You From This presentation...
    • 3. EFFECTIVE LISTENING
    • 4. What do I mean by that? I‘ll show you: I‘LL TELL YOU ABOUT 2 THINGS TODAY.
    • 5. Your message has to be Understood
    • 6. GO
    • 7. Communication process feedback
    • 8. Be aware of Verbal and Non verbal Communication
    • 9. Body Language is crucial
    • 10. Communicate with your eyes
    • 11. words 10% Nonverbal 60% tone 30% Communication transmitted through
    • 12. Why don’t I take you to dinner tonight ? Why don’t I take you to dinner tonight ? Why don’t I take you to dinner tonight ? It’s not what you say it’s what you do. Action do speak louder than words
    • 13. Communication is Two Way
    • 14. Communication network types:
    • 15. Grapevine
    • 16. How to reduce the negative consequences of rumors?
    • 17. Distortions in Communication
    • 18. Ways of communication
    • 19. • Ignoring: Neglect or give no attention. • Pretending: Trying to show that you care. • Selective listening: Select parts of the conversation and ignoring the rest. • Attentive listening: Paying attention to every minor detail. • Empathic listening
    • 20. Most people don’t listen with the intent to understand but they listen with the intent to reply ! Understand what is being said
    • 21. ‚The skill of empathic listing will not be effective unless they come from a sincere desire to understand‛ Show presence in the conversation Focus attention completely on the speaker Make the speaker feel important Show acceptance & appreciation
    • 22. Barriers to Listening
    • 23. Men Women • Emphasize status, power, and independence. • Complain that women talk on and on. • Offer solutions. • To boast about their accomplishments. • Establish connection and intimacy . • Criticize men for not listening. • Speak of problems to promote closeness. • Express regret and restore balance to a conversation.
    • 24. MYSELF • I want my department to ….. • My staff • My objective • All women are ….. • We want our department to … • Our team • Our objective • Discriminating!
    • 25. Johari window
    • 26. Least Self-Revealing Least Difficult to Discuss 1. I will tell you how Kendall felt about Kim, neither person being present. 2. I will tell you how Kendall feels about Kim, neither person being present. 3. I will tell you my past feelings about Kim, who is not present. 4. I will tell you my present feelings about Jim, who is not present. 5. I will tell you my past feelings about you. 6. I will tell you my present feelings about you. 7. I will tell you my past feelings about myself. 8. I will tell you my present feelings about myself. Most Self-Revealing Most Difficult to Discuss
    • 27. Fears associated with self-disclosure • Uncertainty about how the information is going to be received and utilized. • May be judged harshly by others. • Things said in one context might be repeated in an unrelated context. • Disclosed information may be revealed to someone else. • Willingness to share my be perceived as a weakness or shortcoming.
    • 28. Benefits of self-disclosure? - Sense of psychological relief. Validate our perceptions of reality. Reduce stress and tension. Improves us physiologically. Clear lines of communication with others. Strengthened, enhanced relationships. more coworker enjoy working together so more productivity. - Create a trusting environment. - Increasing self- awareness.
    • 29. EFFECTIVE LISTENING
    • 30. Connect Emotionally and Rationally
    • 31. Avoid Autobiography
    • 32. Avoid Order
    • 33. Avoid Ambiguity
    • 34. Check Understanding “Gandhi”
    • 35. “Don’t criticize someone until you have walked a mile in their shoes”
    • 36. Thanks