Studies show that only 7% of communication is based on the written or verbal word and 93% is based on nonverbal. So in this age of social media, how do we manage the message? How do we nurture relationships and build trust? Being able to communicate effectively is one of the most important of all life's skills. In this workshop, Velma Knowles, training and marketing professional, will uncover the tools to help you understand and improve your communication skills. Gain insight and start communicating success immediately!
Skills covered include:
1. Interpersonal Communication - "Its Personal"
2. Be a better Listener - 2 ears/1 mouth
3. Use Tact - It's not "What you say." it's 'How you say it"
4. Body Language - "I saw what you said"
3. What is Communication?
“Commun”: to find something in common.
Words account for only 7% of the emotional impact of the
message.
Voice / tone is 38%.
Facial expressions is 55%.
10. Communication Differences
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Men Women
Talk to exchange information Talk to connect with others
Want to solve problems Seek empathy – not solutions
Talk if there is a purpose Talking is a goal in itself
Talk one subject at a time Talk and interconnect various subjects
Talk about the facts Talk about feelings
11. The House that Trust Built
Relationships are built on Trust and Trust is built on
effective communication.
Straight talk (what’s my opinion)
Commitment (what I will do)
Follow-through (keeping my word)
Credibility (being dependable)
Trust (a history of keeping my word)
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15. Hearing Vs. Listening
Hearing – Physical
process, natural, passive.
Listening – Physical as well as
mental process, active, learned
process, a skill.
17. Be an Effective Listener
1. Prepare to listen
2. Focus on ideas or key points
3. Capitalize on the speed
differential
4. Delay judgment
5. Accept responsibility for
understanding
6. Encourage others to talk
20. It’s Not WHAT You Say...
…it’s HOW you say it.
Tact: A delicate perception of the right thing to say or do
without offending.
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“Say what you mean, mean what you say, but don’t say it.” Author
Unknown
21. 21
I never said you stole the money.
I never said you stole the money.
I never said you stole the money.
I never said you stole the money.
I never said you stole the money.
I never said you stole the money.
I never said you stole the money.
Say that again: exercise
22. Silence Speaks
Is it both Positive or Negative
on the Communication
Process.
It can provide a peaceful
situation by signaling
agreement or create
tension an uneasiness.
Silence is Golden.
Silence is Deadly.
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26. I Saw What You Said
Facial expressions … Eye contact… Tone of
Voice… Body Posture and Motions… and
even silence.
Of the 93% Non-verbal communication ….
55% is through Facial Expression
… and 38% is through Vocal Tones
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27. Improving Body Language
• Keep appropriate distance
• Touch only when appropriate
• Take care of your appearance
• Be aware - people may give false cues
• Maintain eye contact
• Smile genuinely
28.
29. Effective Communication:
What does it look like?
Active Listening- fully
present in the
conversation
Positive Rapport- develop
trust and sincerity
Wait Time- not jumping
into the silence