Recommended
More Related Content
What's hot
What's hot (20)
Similar to COMMUNICATION SKILLS.pptx
Similar to COMMUNICATION SKILLS.pptx (20)
Recently uploaded
Recently uploaded (20)
COMMUNICATION SKILLS.pptx
- 2. Communication Skills 1. Communication 2. Elements of Personal Communication 3. Nonverbal Communication & Managing Stress 4. Behavioral Communication Styles 5. Communicating During COVID-19 2
- 3. 3
- 4. com·mu·ni·ca·tion kə-ˌmyü-nə-ˈkā-shən : the activity or process of expressing ideas and feelings or of giving people information 4
- 5. 5
- 6. Communication skills to Effective communication Effective communication helps us better understand a person or situation and enables us to resolve differences and build trust and respect. 6
- 7. 7
- 8. Why Do We Need Effective Communication? 1) The ability to effectively communicate with others is one of the most important tools for professional and personal success. 2) Effective communication can help you influence others. 3) Your capacity to communicate is often seen as an indicator of your ability and intelligence. 8
- 9. 9
- 10. Elements of Personal Communication 7% 55% 38% Dr. Albert Mehrabian Words/Verbal Body Language 10
- 11. If words disagree with the tone of voice and nonverbal behavior, people tend to believe the tonality and nonverbal behavior. Dr. Albert Mehrabian 11
- 12. 12
- 13. Active Listening More than just hearing someone speak. You fully concentrate on what is being said. You listen with all your senses and give your full attention to the person speaking. 13
- 14. 14
- 15. Are you an active listener? 15
- 16. 16
- 17. 17
- 18. 18
- 19. Improve how you read nonverbals! 1. People watching 2. Be aware of individual differences 3. Look at nonverbal signals as a whole 19
- 20. 20
- 21. Managing Stress 1) When is stress in the workplace good? 2) When not good? 3) How do you deal with stress? 4) How does stress affect your communication? 21
- 22. Tips to Manage Stress in the Moment 1. Recognize when you’re stressed 2. Identify your stress response 3. Bring your senses to the rescue 4. Find sensory inspiration 5. Make quick stress relief a habit 6. Practice wherever you are 22
- 23. 23
- 25. Why? Understand and empathize with what is troubling others. Understand yourself – what is really troubling you and what do you really want? Helps you at times when you have to deliver bad news. 25
- 26. 26
- 27. Behavioral Communication Styles Relater Socializer Thinker Director INDIRECT DIRECT OPEN GUARDED Influencing Steady Conscientious Dominant 27
- 28. 28
- 29. 29
- 30. 30
- 31. 31
- 33. 33
- 34. 34
- 35. 35
- 36. 36
Editor's Notes
- Communication is the most important skill in life. You spend years learning how to read and write, and years learning how to speak. But what about listening? What training have you had that enables you to listen so you really, deeply understand another human being? Probably none, right? Communication is the most important skill in life. You spend years learning how to read and write, and years learning how to speak. But what about listening? What training have you had that enables you to listen so you really, deeply understand another human being? Probably none, right?
- George Bernard Shaw is credited with the quote, “The single biggest problem in communication is the illusion that it has taken place.” Too often in our personal and professional lives, miscommunication happens. Miscommunications often lead to frustration. It is easy for individuals to have the illusion that they have communicated and set clear expectations, while the reality is much different. Almost everyone has heard there are two sides to every story. All parties involved believe they have made themselves understood. It is only after hearing both sides of the same story that it becomes obvious the illusion of communication has taken place.
- A communication channel is the medium, mean, manner or method through which a message is sent to its intended receiver. The basic channels are written (hard copy print or digital formats), oral or spoken, and electronic and multimedia. Within those channels, business communications can be formal, informal, or unofficial. Finally, communications can be rich or lean. Channel richness refers to the amount and immediacy of information that can be transmitted. Face-to-face communication is very high in richness because it allows information to be transmitted with immediate feedback. For instance, a tweet is very low in richness because Twitter allows only 280 characters to be transmitted with no feedback. On the other hand, face-to-face communication is limited to one person communicating with a few other people in close proximity. In comparison, a tweet can reach thousands of followers around the world. The following diagram shows the richness of different types of communication.
- Communication goals are specific targets for communicating information, knowledge and emotion. Communication goals define the broad intentions and aims of communication for both individuals and businesses and may not always be easy to measure. Effective Communication Goal Examples: Create clear communication with no ambiguity Any communication, whether to an employee, co-worker or customer, should clearly convey the intended message to the intended recipient. It must be easy to understand and straightforward without ambiguity. Unclear communication with multiple interpretations is confusing and may give the receiver the wrong idea, which can result in lost productivity and profit in the business setting. Improve the communication response rate Often the aim of communication, especially business communication, is to elicit a response. Carefully worded communication making it easy for the receiver to respond will achieve this. The words used and the tone of the communication play a significant role in getting the desired response. The response may be positive, neutral, or negative and conveyed through words or actions. Establish and improve relationships Effective business communication aims to forge and enhance relationships with both employees and customers. It should build credibility and make the receiver feel positive about the sender and the organization. Communication that creates trust and positivity will aid future business success. Correctly executed, this communication goal fosters effective teamwork and loyal customers. Diversify communication delivery One of the goals of business communication is reaching employees and customers in the most effective way possible. Technology is constantly advancing, providing new and exciting ways to educate, inform and engage them. Experimenting with different media to deliver engaging information is an effective communication goal. Share your purpose A company's purpose is its reason for existence and should be communicated in a simple, relatable way to all stakeholders. Sharing your mission and values helps the receiver create a deeper connection and care more about the organization. Consistently communicating your purpose helps motivate and inspire employees. Understanding and feeling part of the company's purpose instills pride and gives meaning to their day-to-day tasks. Create positive change with reinforcement If your communication goal is to change behavior then reinforcement with repeat information is an effective communication strategy. It often takes seven or more interactions with your brand before a prospective customer engages with you. If you want to see a positive change in employee behavior a single message will not suffice. Repeat communication, using every possible channel will reinforce the message, allow it to sink in, and over time result in behavior change. Use storytelling to be more relatable Business communication can be dull, technical and unexciting, but everyone enjoys a good story. Adding life to your communication with the power of storytelling would be an effective communication goal. Storytelling captures interest and helps your communication be more relatable, and is effective when used to educate and persuade.
- “If I were to summarize in one sentence the single most important principle I have learned in the field of interpersonal relations, it would be this: Seek first to understand, then to be understood.” Stephen Covey defines this as the fifth habit in his bestselling book, "7 Habits of Highly Effective People. Seeking real understanding affirms the other person and what they have to say. That's what they want. That's what we all want — to be understood, valued and affirmed. What if you seek to understand but others don't? Two things come to mind. One person truly listening is generally better than none. More important, one person listening generally leads to two people listening. Let’s be honest, if I honor you with my ears, you’ll be more likely to reciprocate. Others learn the habit through our example. Do you want to be a better leader, salesperson, parent, spouse or friend? Be a better listener. Let’s avoid the habit of collective monologue by really listening — with the intent of understanding, appreciating, and affirming. The ability to hear is a gift. The willingness to listen is a choice.
- https://www.youtube.com/watch?v=f__g25cVPeU The 7-38-55 rule is a concept concerning the communication of emotions. The rule states that 7 percent of meaning is communicated through spoken word, 38 percent through tone of voice, and 55 percent through body language. It was developed by psychology professor Albert Mehrabian at the University of California, Los Angeles, who laid out the concept in his 1971 book Silent Messages (1971). This study is a convenient—if not accurate—reminder that nonverbal cues can be more valuable and telling than verbal ones. Therefore, to be effective and persuasive in our verbal communication—in presentations, public speaking, or personal communication—it is essential to complement our words with the right tone and voice and the appropriate body language.
- How to Use the 7-38-55 Rule to Negotiate Effectively The best possible outcome in a face-to-face negotiation is generally a win-win situation with mutual gains for all parties. If you’re only listening to the words spoken during a negotiation without looking for clues in nonverbal channels, you’re likely going to misinterpret what your negotiating partner is communicating, and your chances of finding common ground diminish. Studying the 7-38-55 rule will vastly improve your communication skills and make you better able to read the room during a business negotiation. Here are some tips for applying the 7-38-55 rule in a negotiation context: Observe your counterpart’s body language. According to the 7-38-55 rule, 93 percent of meaning is communicated non-verbally. Your tone of voice and body language are much more important than what you’re actually saying. If your counterpart’s body language indicates that they are about to lose their bearings, speak calmly and plainly to soothe them and slow the pace of the negotiation. You should always seek a course of action that encourages the other side to let their guard down. In an effective negotiation, you should try to build a working relationship with your negotiating partner and find ways to defuse tension when possible. Look for inconsistencies between spoken words and nonverbal behavior. When you’re at the negotiating table, pay attention to how your counterparts speak and act. Do the words they’re saying match the way they’re carrying themselves? Look at the people who are not talking—what does their body language signal to you? Remember that their spoken words only account for seven percent of their communication and look for nonverbal cues that contradict their words. It’s also important that you make sure your own nonverbal messages are in line with what you are saying. If your facial expressions are pained and you can’t maintain eye contact, you are communicating your insecurity to your counterpart no matter what you say. Monitor your counterpart’s speaking patterns. We all have one way of telling the truth. If you can identify how your counterpart looks and sounds when they are being honest with you, you’ll be able to detect any deviations from that pattern that may signal a lie. People who are being dishonest tend to use more words and effort than necessary to communicate their point. Use your listening skills to keep an ear out for such verbosity and gain an upper hand. Learn to use different vocal tones. According to the 7-38-55 rule, tone of voice accounts for 38 percent of meaning in communication. Mastering the use of your voice can help you become a better negotiator by improving the delivery of your arguments. In the negotiating room, there are three main tones of voice: Assertive voice is declarative and typically counterproductive. An accommodating voice gently promotes collaboration and should be used most of the time. Calibrate your own nonverbal communication. Effective communication during a negotiation, conflict management session, or problem-solving sessions requires the ability to calibrate how you communicate. Tap into your listening skills, assess how your counterpart is feeling, and adjust your nonverbal communication in response. This will communicate far more about your reaction than anything you could say to them. When debating the main points in a negotiation, try to alter your demeanor based on the signals you are receiving from your counterpart. Even if your arguments themselves don’t change, changing your nonverbal messaging can be effective. The study of nonverbal communication can help you in a variety of settings including international business negotiations, conflict resolution sessions, and even run-of-the-mill social situations. Learning how to apply the 7-38-55 rule will help you better understand the intention and underlying emotions of your negotiating partners and vastly improve your ability to gain the upper hand.
- Active listening refers to a pattern of listening that keeps you engaged with your conversation partner in a positive way. It is the process of listening attentively while someone else speaks, paraphrasing and reflecting back what is said, and withholding judgment and advice. When you practice active listening, you make the other person feel heard and valued. In this way, active listening is the foundation for any successful conversation.
- slide141516 Tips for Practicing Active Listening The following tips will help you to become a better active listener: Make eye contact while the other person speaks. In general, you should aim for eye contact about 60% to 70% of the time while you are listening. Lean toward the other person, and nod your head occasionally. Avoid folding your arms as this signals that you are not listening. Paraphrase what has been said, rather than offering unsolicited advice or opinions. You might start this off by saying "In other words, what you are saying is...". Don't interrupt while the other person is speaking. Do not prepare your reply while the other person speaks; the last thing that he or she says may change the meaning of what has already been said. Watch nonverbal behavior to pick up on hidden meaning, in addition to listening to what is said. Facial expressions, tone of voice, and other behaviors can sometimes tell you more than words alone. Shut down your internal dialogue while listening. Avoid daydreaming. It is impossible to attentively listen to someone else and your own internal voice at the same time. Show interest by asking questions to clarify what is said. Ask open-ended questions to encourage the speaker. Avoid closed yes-or-no questions that tend to shut down the conversation. Avoid abruptly changing the subject; it will appear that you were not listening to the other person. Be open, neutral, and withhold judgment while listening. Be patient while you listen. We are capable of listening much faster than others can speak. Learn to recognize active listening. Watch television interviews and observe whether the interviewer is practicing active listening. Learn from the mistakes of others.
- While it is good to talk in a relationship, communication is a two way stream – when you are not expressing what you think and feel then you need to be listening. However, in relationships it is easy to feel that your words are falling on plugged ears or that you have to shout to be heard. Dialogue can dry up or turn into a diatribe of shouting matches with both sides playing the blame and accusation game. It is not surprising that thoughts and emotions are lost in the disconnect.
- Second skill in effective communication is recognizing and using nonverbal correctly – yourself and being able to read others. Developing the ability to understand and use nonverbal communication can help you connect with others, express what you really mean, navigate challenging situations and build better relationships. If you are the receiver of a negative or stressful message, what is your face and body saying? What have you witnessed from others in that situation? Eye rolling, foot tapping, heavy sighing, eyebrow raising, crossing arms, hands on hips, shaking of a finger, etc. Studies suggest that over 90% of the meaning we derive comes from nonverbal cues that one person gives to another
- To use your senses to quickly relieve stress, you first need to identify the sensory experiences that work best for you. This can require some experimentation. As you employ different senses, note how quickly your stress levels drop. And be as precise as possible. What is the specific kind of sound or type of movement that affects you the most? For example, if you’re a music lover, listen to many different artists and types of music until you find the song that instantly lifts and relaxes you.
- 4 communication styles and how to navigate them in the workplace Communication styles and the differences between them cause a lot of undue stress. Here’s how to navigate the 4 primary communication styles at work. The differences between communication styles often cause more agony than they really need to. Understanding different communication styles and paying attention to which styles our teammates gravitate toward, can improve our interpersonal skills, build trust, and help us get more done with less frustration. While we benefit from working with people with diverse skills and personality types, sometimes it feels like navigating the interpersonal dynamics is the tax we pay on having the right people in the room. But there’s another way of thinking about it. Understanding our differences – especially in the way we communicate – is actually an investment. The payoff? Stronger workplace relationships, which is a major predictor of employee engagement, and therefore of productivity. Not to mention that more effective communication with our co-workers goes a long way in reducing stress. DiSC personality types There are a few different frameworks for understanding communication styles. Do a quick Google search and you’ll find the classic four: assertive, aggressive, passive-aggressive, and passive. But these are all about a person’s outbound communication, and say nothing about what works best for them when it comes to inbound communication. Besides, mirroring a passive-aggressive communicator isn’t likely to result in constructive workplace interactions. When figuring out how you can communicate effectively with someone, it’s important to understand their broader personal style. Are they direct? Analytical? Sociable? Business-like? Behavioral traits clue us into how people respond to information, which, in turn, helps us anticipate how to converse in a way that strengthens the relationship. The DiSC profile provides a useful framework for our purposes here. Through a self-assessment tool, DiSC categorizes your primary style as Dominant, Influencer, Steady, or Conscientious. Most people have shades of each, but we’ll be focusing on their primary style.
- Steady People who have a “steady” personal style (known in similar frameworks as a “relator” or “harmonizer”) emphasize cooperation and are loathe to upset the apple cart. They value consistency, stability, and loyalty. You’ll often find them in service-flavored roles in customer support or IT help desk. They can adapt quickly when they have to, but may need some extra encouragement along the way. A few things to keep in mind when communicating with “steadies”: Try to… Practice active listening, and confirm that you’ve heard them by summarizing what they’ve just said to you. Approach them with a relaxed vibe, and break the ice by acknowledging a recent contribution they’ve made. Expect them to ask for details. Avoid… Rushing them into a decision. Assuming they support an idea 100% just because they don’t voice opposition. Expecting them to intuit priorities and deadlines – it’s helpful if you spell those out. Steadies are even-keel people who love to be in a cooperative environment where everyone understands their roles and responsibilities. If your team is in turmoil, a steady likely won’t lead the effort to restore normalcy, but they’ll be a strong ally.
- Conscientious People of the “conscientious” personal style (known in similar frameworks as an “analyzer” or “thinker”) prioritize precision and place a high value on competency. They jump at the chance to demonstrate their expertise and build new skills – just the sort of person you’re likely to find in an engineering, data science, or analyst role. They aren’t unfriendly, per se, but probably won’t chat you up about weekend plans or volunteer to organize a team dinner. A few things to keep in mind when communicating with “conscientious” types: Try to… Provide as many details as possible up front, organized as systematically as you can. Give them clear expectations and space to work independently (they’re really good at it!). Expect them to double- and triple-check all the relevant info before making a decision. Avoid… Framing feedback on their work as “criticism.” Responding to them emotionally – use words like “know” or “think” instead of “feel.” Expecting them to ease into a conversation with chit-chat. Conscientious types are not only cautious, but highly systematic. They’re the person you want to partner with when assessing risks or running a pre-mortem for the project you’re about to launch.
- Dominant People who have a “dominant” personal style (known in similar frameworks as a “director” or “driver”) love action and are focused on results. They prefer to think about the big picture, and leave implementation details to others – there’s a pretty good chance your boss is primarily dominant. Patience and sensitivity are within a “dominant” communicator’s grasp, but require some effort. A few things to keep in mind when communicating with “dominants”: Try to… Get right down to business, and stay on topic. Be prepared to field follow-up questions on the spot so you can answer with confidence. Expect them to be decisive and fairly blunt. Avoid… Taking their bluntness, follow-up questions, and/or impatience personally. Making promises you can’t deliver on. Expecting them to open up about their weekend plans. Dominants are often accomplished, excitable, and love a good challenge. They’re the ones you want to recruit for that moon-shot project you’ve been noodling on.
- Influencer People with the “influencer” personal style (known in similar frameworks as an “initiator” or “socializer”) are your classic “people” people. They are friendly, upbeat, and always on the pulse of the latest trends. They thrive on interpersonal relationships, which makes them ace collaborators. A word of caution, though: long-term focus and follow-through aren’t their strong suits, so best to engage them in shorter collaborative bursts. A few things to keep in mind when communicating with “influencers”: Try to… Approach them in a casual manner, and let your sense of humor show. Put details and facts in writing for them to refer back to after a verbal conversation. Expect them to be a little too optimistic about ideas, as well as their own abilities and the abilities of those around them. Avoid… Talking down to them or being curt. Trying to confine the conversation or stifle their freedom to express ideas and emotions. Expecting them to dive deep into the details with you. Influencers strive to be emotionally honest and are quick to trust those around them. If you’re trying to re-shape the culture on your team, an influencer might be the perfect partner in crime.