Developing Effective Communication Skills Developing Effective Communication Skills
We communicate to…… <ul><li>Get information </li></ul><ul><li>Motivate </li></ul><ul><li>Cheat </li></ul><ul><li>Praise </...
Verbal, vocal and visual Vocal : 37% The voice that we convey Visual : 55 % Our body language  Communication Verbal : 8% T...
Causes of Communication Difficulties: <ul><li>Not explaining priorities or goals properly </li></ul><ul><li>Not listening ...
Causes of Communication Difficulties: <ul><li>Not understanding others’ needs </li></ul><ul><li>Not thinking clearly, jump...
Communication failures can cause….. <ul><li>Loss of business </li></ul><ul><li>Mistakes, inefficiencies </li></ul><ul><li>...
Communication failures can cause….. <ul><li>Dissatisfaction with others </li></ul><ul><li>Lowered morale </li></ul><ul><li...
Basic Communication Principles Everything we do is communication  The way we begin our message often determines the outcom...
Basic Communication Principles The real communication is the message received, not the message intended Communication is t...
Communication Trilogy Give good information  Gather good information  Mutual respect
Give Good Information Six C of giving good information Clear Concise Courteous Complete Correct Concrete
Gather Good Information with your EARS <ul><li>E  – explore by asking questions </li></ul><ul><li>A  – affirm to show you’...
Benefits of Active Listening <ul><li>It forces people to listen attentively to others </li></ul><ul><li>It avoids misunder...
Good Habits of Effective Listeners <ul><li>Looking at the speaker in order to observe body language and pick up subtle nua...
When receiving/listening feedback <ul><li>Listen, don’t resist </li></ul><ul><li>Keep calm  and keep breathing </li></ul><...
<ul><li>Thank you </li></ul>Thank you
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Effective communication skills

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Effective communication skills

  1. 1. Developing Effective Communication Skills Developing Effective Communication Skills
  2. 2. We communicate to…… <ul><li>Get information </li></ul><ul><li>Motivate </li></ul><ul><li>Cheat </li></ul><ul><li>Praise </li></ul><ul><li>Make arrangements </li></ul><ul><li>Give advice </li></ul><ul><li>Sell </li></ul><ul><li>Greet </li></ul><ul><li>Abuse </li></ul><ul><li>Etc </li></ul>
  3. 3. Verbal, vocal and visual Vocal : 37% The voice that we convey Visual : 55 % Our body language Communication Verbal : 8% The message that we deliver
  4. 4. Causes of Communication Difficulties: <ul><li>Not explaining priorities or goals properly </li></ul><ul><li>Not listening </li></ul><ul><li>Not understanding fully and fail to ask questions </li></ul><ul><li>Mind made up, preconceived ideas </li></ul><ul><li>Lack of information and knowledge </li></ul>
  5. 5. Causes of Communication Difficulties: <ul><li>Not understanding others’ needs </li></ul><ul><li>Not thinking clearly, jumping to conclusions </li></ul><ul><li>Bad mood </li></ul><ul><li>Failure to explore alternatives </li></ul>
  6. 6. Communication failures can cause….. <ul><li>Loss of business </li></ul><ul><li>Mistakes, inefficiencies </li></ul><ul><li>Lowered productivity </li></ul><ul><li>Poor coordination and cooperation </li></ul><ul><li>Damaged personal or company image </li></ul><ul><li>Frustration, hostility </li></ul>
  7. 7. Communication failures can cause….. <ul><li>Dissatisfaction with others </li></ul><ul><li>Lowered morale </li></ul><ul><li>Loss of team spirit </li></ul><ul><li>High employee turnover </li></ul><ul><li>Conflict and arguments </li></ul><ul><li>Drop in self esteem and confidence </li></ul><ul><li>Loss of friendship </li></ul>
  8. 8. Basic Communication Principles Everything we do is communication The way we begin our message often determines the outcome of the communication The way message is delivered always effects the way message is received
  9. 9. Basic Communication Principles The real communication is the message received, not the message intended Communication is two way street – we have to give as well as gather
  10. 10. Communication Trilogy Give good information Gather good information Mutual respect
  11. 11. Give Good Information Six C of giving good information Clear Concise Courteous Complete Correct Concrete
  12. 12. Gather Good Information with your EARS <ul><li>E – explore by asking questions </li></ul><ul><li>A – affirm to show you’re listening </li></ul><ul><li>R – reflect your understanding </li></ul><ul><li>S – silence, listen some more </li></ul>
  13. 13. Benefits of Active Listening <ul><li>It forces people to listen attentively to others </li></ul><ul><li>It avoids misunderstandings, as people have to confirm that they do really understand what another person has said </li></ul><ul><li>It tends to open people up, to get them to say more </li></ul>
  14. 14. Good Habits of Effective Listeners <ul><li>Looking at the speaker in order to observe body language and pick up subtle nuances of speech </li></ul><ul><li>Asking questions </li></ul><ul><li>Giving speakers time to articulate their thoughts </li></ul><ul><li>Letting people finish what they are saying before giving their opinion </li></ul><ul><li>Remaining poised, calm, and emotionally controlled </li></ul><ul><li>Looking alert and interested </li></ul><ul><li>Responding with nods and ‘uh-uhms’. </li></ul>
  15. 15. When receiving/listening feedback <ul><li>Listen, don’t resist </li></ul><ul><li>Keep calm and keep breathing </li></ul><ul><li>Let your body language show you are receptive </li></ul><ul><li>Ask questions to make sure you’ve understood </li></ul><ul><li>Don’t be overly sensitive , self protective or cavalier </li></ul>Receiving feedback
  16. 16. <ul><li>Thank you </li></ul>Thank you
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