The Art Of Communication


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The Art of Communication

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The Art Of Communication

  1. 1. The Art of Communication
  2. 2. The Art of Communication <ul><li>“ The ability to express an idea is well nigh as important as the idea itself” </li></ul><ul><li>- Bernard Baruch </li></ul><ul><li>The key ingredient to effective communicating is BELIEVABILITY! </li></ul>
  3. 3. Is effective communication verbal, vocal or visual? <ul><li>Verbal </li></ul><ul><ul><li>The message itself </li></ul></ul><ul><ul><ul><li>The words that you say </li></ul></ul></ul><ul><li>Vocal </li></ul><ul><ul><li>Your voice </li></ul></ul><ul><ul><ul><li>The intonation, projection & resonance of the voice that carries those words </li></ul></ul></ul><ul><li>Visual </li></ul><ul><ul><li>What people see </li></ul></ul><ul><ul><ul><li>What they see of your face & body </li></ul></ul></ul>
  4. 4. Is effective communication verbal, vocal or visual? <ul><li>If the message is consistent, all 3 elements work together equally: </li></ul><ul><ul><li>Verbal 33% </li></ul></ul><ul><ul><li>Vocal 33% </li></ul></ul><ul><ul><li>Visual 33% </li></ul></ul><ul><li>If the message is inconsistent? </li></ul>
  5. 5. Is effective communication verbal, vocal or visual? <ul><li>If the message is inconsistent: </li></ul><ul><ul><li>VERBAL 7% </li></ul></ul><ul><ul><li>VOCAL 38% </li></ul></ul><ul><ul><li>VISUAL 55% </li></ul></ul><ul><ul><li>Professor Mehrabian, UCLA </li></ul></ul>
  6. 6. What does this suggest?
  7. 7. First Brain & New Brain Compared <ul><li>First Brain </li></ul><ul><li>Limbic System, the emotional centre </li></ul><ul><li>Brain Stem, providing immediate, instinctual response </li></ul>New Brain The folds of the cerebrum consist of a very thin 1/8inch thick layer of brain cells called the Cerebral Cortex. All conscious thought takes place within this thin layer of brain cells.
  8. 8. First Brain: The Real Power of the Mind <ul><li>First Brain </li></ul><ul><li>Instinctual & Primitive </li></ul><ul><li>300 to 500 million years old </li></ul><ul><li>Emotional </li></ul><ul><li>Preconscious/Unconscious </li></ul><ul><li>Source of instinctive survival responses: hunger, thirst, danger, sex & parental </li></ul><ul><li>care </li></ul><ul><li>Common to many animals </li></ul><ul><li>New Brain </li></ul><ul><li>Intellectual & Advanced </li></ul><ul><li>3 to 4 million years old </li></ul><ul><li>Rational </li></ul><ul><li>Conscious </li></ul><ul><li>Source of thought, memory, language, creativity, planning & decision making </li></ul><ul><ul><ul><li>Uniquely human </li></ul></ul></ul>
  9. 9. Nine Behavioural Skills: Key Elements of Interpersonal Communication <ul><li>1. Eye communication </li></ul><ul><li>2. Posture / movement </li></ul><ul><li>3. Gestures / facial expression </li></ul><ul><li>4. Dress / appearance </li></ul><ul><li>5. Voice / vocal variety </li></ul><ul><li>6. Language / non-words </li></ul><ul><li>7. Listener involvement </li></ul><ul><li>8. Humour </li></ul><ul><li>9. The Natural Self </li></ul>
  10. 10. 1. Eye Communication <ul><li>OBJECTIVE: </li></ul><ul><li>To look sincerely & steadily at another person </li></ul><ul><li>Intimacy, intimidation & involvement </li></ul><ul><li>5 seconds for more effectiveness </li></ul><ul><li>Beware of eye dart </li></ul><ul><li>Beware of slow-blink </li></ul><ul><li>Angle of eye incidence </li></ul><ul><li>Application to business </li></ul>
  11. 11. 2. Posture & Movement <ul><li>OBJECTIVE: </li></ul><ul><li>To learn to stand tall & move naturally & easily </li></ul><ul><li>Stand tall </li></ul><ul><li>Watch your lower body </li></ul><ul><li>Use the “Ready Position” </li></ul><ul><li>Move </li></ul><ul><li>Your own style </li></ul>
  12. 12. 3. Gestures / Facial Expressions <ul><li>OBJECTIVE: </li></ul><ul><li>To learn to be relaxed & natural when you speak </li></ul><ul><li>Find out your habits </li></ul><ul><li>Find your nervous gestures </li></ul><ul><li>You can’t over-exaggerate </li></ul><ul><li>Smile - which third are you in? </li></ul><ul><ul><li>1) naturally open, smiling faces 2) neutral, that can change from a smile to > 3) serious & intense faces </li></ul></ul><ul><li>Remember the personality factor </li></ul><ul><li>Smiles have muscles - false smiles don’t work! </li></ul>
  13. 13. Maslow’s Four Stages of Learning <ul><li>1. UNCONSCIOUS INCOMPETENCE </li></ul><ul><ul><li>We don’t know that we don’t know </li></ul></ul><ul><ul><ul><li>Most of us in business who have never had extensive feedback about our interpersonal skills are at this state </li></ul></ul></ul><ul><ul><ul><li>We are not aware of our interpersonal communication habits </li></ul></ul></ul><ul><li>2. CONSCIOUS INCOMPETENCE </li></ul><ul><ul><li>We know that we don’t know </li></ul></ul><ul><ul><ul><li>As a communicator with slow-blink or the fig leaf knows for the first time that he/she has a distracting eye pattern or gesture when it is realised first hand by that person </li></ul></ul></ul>
  14. 14. Maslow’s Four Stages of Learning <ul><li>3. CONSCIOUS COMPETENCE </li></ul><ul><ul><li>We work at what we don’t know </li></ul></ul><ul><ul><ul><li>The person with slow-blink (or fig leaf, or monotone, etc.) consciously works at changing a distracting habit </li></ul></ul></ul><ul><li>4. UNCONSCIOUS COMPETENCE </li></ul><ul><ul><li>We don’t have to think about knowing it </li></ul></ul><ul><ul><ul><li>A speaker with a distracting habit who has learned to overcome it through practice, doesn’t have to concentrate on not doing the distracting habit </li></ul></ul></ul>
  15. 15. The Four Stages of Speaking <ul><li>1. The Non-Speaker </li></ul><ul><li>2. The Occasional Speaker </li></ul><ul><li>3. The Willing Speaker </li></ul><ul><li>4. The Leader </li></ul>
  16. 16. 4. Dress & Appearance <ul><li>OBJECTIVE: </li></ul><ul><li>To dress, groom & appear appropriate to the environment that you are in, as well as to yourself </li></ul><ul><li>Be appropriate </li></ul><ul><li>Dress at the conscious level </li></ul><ul><li>It’s bigger than you think </li></ul>
  17. 17. 5. Voice & Vocal Variety <ul><li>OBJECTIVE: </li></ul><ul><li>To learn to use your voice as a rich, resonant instrument when communicating with others </li></ul><ul><li>Your voice transmits energy </li></ul><ul><li>Your vocal tone & quality can count for 84% of your message when people can’t see you (telephone) </li></ul><ul><li>The sounds of one word (hello) </li></ul><ul><li>The four aspects of voice (relaxation, breathing, projection, resonance) </li></ul><ul><li>Use vocal variety </li></ul><ul><li>Don’t read speeches </li></ul>
  18. 18. 6. Language, Pauses & Non-Words <ul><li>OBJECTIVE: </li></ul><ul><li>To use appropriate & clear language to your listeners, with planned pauses & no “non-words” </li></ul><ul><li>Direct language </li></ul><ul><li>Vocabulary increases with use </li></ul><ul><li>Beware of jargon </li></ul><ul><li>The pause - a most important tool </li></ul><ul><li>Replacing non-words with pauses </li></ul>
  19. 19. 7. Listener Involvement <ul><li>OBJECTIVE: </li></ul><ul><li>To maintain the active interest & involvement of each person with whom you are communicating, every time you talk - whether to one person or one thousand </li></ul><ul><li>Nine techniques for </li></ul><ul><li>listener-involving, </li></ul><ul><li>in three areas: </li></ul><ul><ul><li>A. STYLE </li></ul></ul><ul><ul><li>B. INTERACTION </li></ul></ul><ul><ul><li>C. CONTENT </li></ul></ul>
  20. 20. A. Style <ul><li>1. DRAMA </li></ul><ul><ul><li>Create a strong opening </li></ul></ul><ul><ul><li>Include a dramatic element </li></ul></ul><ul><ul><li>Add visual & kinetic detail </li></ul></ul><ul><ul><li>End your communication dramatically </li></ul></ul><ul><li>2. EYE COMMUNICATION </li></ul><ul><ul><li>Survey all of your listeners </li></ul></ul><ul><ul><li>Keep your listeners involved </li></ul></ul><ul><ul><li>Gauge the reaction of your listeners </li></ul></ul>
  21. 21. A. Style <ul><li>3. MOVEMENT </li></ul><ul><ul><li>Change the dynamics of your presentation </li></ul></ul><ul><ul><li>Never back away from your listeners </li></ul></ul><ul><ul><ul><li>Especially at the beginning & end of your </li></ul></ul></ul><ul><ul><ul><li> presentation </li></ul></ul></ul><ul><li>4. VISUALS </li></ul><ul><ul><li>Add variety by using visuals </li></ul></ul><ul><ul><ul><li>Something to look at, other than you </li></ul></ul></ul><ul><ul><li>Use different types of visual aids </li></ul></ul><ul><ul><li>Get on-the-spot listener participation by </li></ul></ul><ul><ul><ul><li>Questions on flip chart, etc. </li></ul></ul></ul>
  22. 22. B. Interaction <ul><li>5. QUESTIONS </li></ul><ul><ul><li>Rhetorical questions </li></ul></ul><ul><ul><ul><li>Keep your listeners active & thinking </li></ul></ul></ul><ul><ul><ul><li>Valuable when you don’t have time, or </li></ul></ul></ul><ul><ul><ul><li>it’s not appropriate to discuss an issue </li></ul></ul></ul><ul><ul><li>Ask for a show of hands </li></ul></ul><ul><ul><ul><li>Get listeners more involved & gives a quick way to gauge their reactions </li></ul></ul></ul><ul><ul><li>Ask for a volunteer </li></ul></ul><ul><ul><ul><li>Only one person may speak or act, but adrenalin will rush through the others as they consider whether they might be the volunteer </li></ul></ul></ul>
  23. 23. B. Interaction <ul><li>6. DEMONSTRATIONS </li></ul><ul><ul><li>Plan ahead for every step or procedure </li></ul></ul><ul><ul><li>Have a volunteer from the group </li></ul></ul><ul><li>7. SAMPLES / GIMMICKS </li></ul><ul><ul><li>Have fun with your listeners </li></ul></ul><ul><ul><ul><li>Get them involved, but stay in control </li></ul></ul></ul><ul><ul><li>Consider samples to reward volunteers </li></ul></ul><ul><ul><li>Use creativity </li></ul></ul>
  24. 24. C. Content <ul><li>8. INTEREST </li></ul><ul><ul><li>Before you speak plan what you intend to say </li></ul></ul><ul><ul><ul><li>Ask yourself: “How will I benefit my listeners?” </li></ul></ul></ul><ul><ul><li>Remember short attention spans </li></ul></ul><ul><ul><li>Maintain a high level of personal interest </li></ul></ul><ul><li>9. HUMOUR </li></ul><ul><ul><li>Begin with a friendly, warm comment </li></ul></ul><ul><ul><li>Make your humour appropriate to your listeners </li></ul></ul><ul><ul><li>Develop a sense of humour </li></ul></ul><ul><ul><li>If you “lay an egg” be willing to stand back & laugh at yourself </li></ul></ul>
  25. 25. 8. Using Humour <ul><li>OBJECTIVE: </li></ul><ul><li>To create a bond between yourself & your listeners by using humour to enable them to enjoy listening to you more. To use humour as a conscious tool to make others have a good time when they are around you. </li></ul><ul><li>Don’t tell jokes - tell stories or anecdotes </li></ul><ul><li>Humanisation is humour </li></ul><ul><li>Remember the personality factor </li></ul><ul><li>Your smile is what people see </li></ul><ul><li>People learn best through humour </li></ul>
  26. 26. 9. The Natural Self <ul><li>OBJECTIVE: </li></ul><ul><li>To be authentic, to use your natural strengths & build on your weaknesses & be adaptable </li></ul><ul><li>Learn like a juggler </li></ul><ul><li>Communicating well </li></ul><ul><li>is a lifetime process </li></ul>
  27. 27. Presentations: <ul><li>Laptop/LCD: </li></ul><ul><li>Don’t make the method more important than the message </li></ul><ul><li>Add sound when appropriate </li></ul><ul><li>Avoid “creeping awareness” </li></ul><ul><li>Beware of laser pointers </li></ul><ul><li>Video: </li></ul><ul><li>Limit use of the pause button </li></ul><ul><li>Give specific points for observation </li></ul>
  28. 28. The Art of Communication