Communication skills

Zaini Ithnin
Zaini IthninClean Agent SB (www.cleanagent.net)
1www.exploreHR.org
Developing EffectiveDeveloping Effective
Communication SkillsCommunication Skills
2www.exploreHR.org
ContentsContents
1. Basic Communication Principles
2. Communication Trilogy : Giving Good Information,
Gathering Good Information, and Building Mutual
Trust
3. Developing Assertive Communication Skills
4. Seven Positive Principles for Cooperative
Communication
5. Developing Active Listening Skills
If you find this presentation useful, please consider telling others
about our site (www.exploreHR.org)
3www.exploreHR.org
EffectiveEffective
CommunicationCommunication
Effective CommunicationEffective Communication
ProductiveProductive
RelationshipRelationship
4www.exploreHR.org
Our valuesOur values
The Success SequenceThe Success Sequence
Our BeliefsOur Beliefs
(self esteem(self esteem
and self image)and self image)
Our thoughtsOur thoughts
EffectiveEffective
CommunicationCommunication
5www.exploreHR.org
Our values,
beliefs, and
thoughts
The Success SequenceThe Success Sequence
What we say
and do
Results
Self-
fulfilling
prophecy
6www.exploreHR.org
We communicate to……We communicate to……
• Get information
• Motivate
• Cheat
• Praise
• Make arrangements
• Give advice
• Sell
• Greet
• Abuse
• Etc
7www.exploreHR.org
Verbal, vocal and visualVerbal, vocal and visual
Verbal :Verbal :
The message that
we deliver
Vocal :Vocal :
The voice that we
convey
Visual :Visual :
Our body language
CommunicationCommunication
8www.exploreHR.org
Studies tell 70 % of mistakes in theStudies tell 70 % of mistakes in the
workplace are a direct result of poorworkplace are a direct result of poor
communication…..communication…..
9www.exploreHR.org
Causes of Communication Difficulties:Causes of Communication Difficulties:
• Lack of information and knowledge
• Not explaining priorities or goals properly
• Not listening
• Not understanding fully and fail to ask questions
• Mind made up, preconceived ideas
10www.exploreHR.org
Causes of Communication Difficulties:Causes of Communication Difficulties:
• Not understanding others’ needs
• Not thinking clearly, jumping to conclusions
• Bad mood
• Failure to explore alternatives
11www.exploreHR.org
Communication failures can cause…..Communication failures can cause…..
• Loss of business
• Mistakes, inefficiencies
• Lowered productivity
• Poor coordination and cooperation
• Damaged personal or company image
• Frustration, hostility
12www.exploreHR.org
Communication failures can cause…..Communication failures can cause…..
• Dissatisfaction with others
• Lowered morale
• Loss of team spirit
• High employee turnover
• Conflict and arguments
• Drop in self esteem and confidence
• Loss of friendship
13www.exploreHR.org
• Premature evaluation
• Prejudice
• Inattention
• Stereotyping
• Assumption
• Generalizing
• Poor listening skills
• Fixed ideas
• Preconceptions
• Ignoring or distorting information contrary to our beliefs
Some Common Communication FiltersSome Common Communication Filters
14www.exploreHR.org
Everything we do is communicationEverything we do is communication
The way we begin our message often determinesThe way we begin our message often determines
the outcome of the communicationthe outcome of the communication
The way message is delivered always effects theThe way message is delivered always effects the
way message is receivedway message is received
Basic Communication PrinciplesBasic Communication Principles
15www.exploreHR.org
The real communication is the message received,The real communication is the message received,
not the message intendednot the message intended
Communication is two way street – we have toCommunication is two way street – we have to
give as well as gathergive as well as gather
Basic Communication PrinciplesBasic Communication Principles
16www.exploreHR.org
Give goodGive good
informationinformation
Gather goodGather good
informationinformation
MutualMutual
respectrespect
Communication TrilogyCommunication Trilogy
17www.exploreHR.org
Six C of giving good informationSix C of giving good information
Give Good InformationGive Good Information
ClearClear ConciseConcise
CourteousCourteousCompleteComplete
CorrectCorrect
ConcreteConcrete
18www.exploreHR.org
Give Good InformationGive Good Information
• Use precise, memorable and powerful wordsUse precise, memorable and powerful words
• Support your words with visual aidsSupport your words with visual aids
• Give demonstrationGive demonstration
• Provide examples/metaphors/analogiesProvide examples/metaphors/analogies
• Use the other person “language”Use the other person “language”
When giving information………When giving information………
19www.exploreHR.org
7 Positive Principles for7 Positive Principles for
Cooperative CommunicationCooperative Communication
1. Soften the ‘you’s or change the into “I” to avoid soundingavoid sounding
pushypushy
• Instead of : ‘You’ll have to….’, say ‘Could you….’ Or
‘Would you be able to….’
2.2. Focus on the solutionFocus on the solution, not the problem
• Instead of ‘We’re out of mild….’, say ‘I will pop down
the shop for some milk’.
20www.exploreHR.org
7 Positive Principles for7 Positive Principles for
Cooperative CommunicationCooperative Communication
3. Turn can’ts into canscan’ts into cans
• Instead of ‘We can’t do that until next week’, say ‘We’ll
be able to do that next week’.
4.4. Take responsibilityTake responsibility – don’t lay blame
• Instead if ‘It’s not my fault’, say ‘Here’s what I can do to
fox that’.
21www.exploreHR.org
7 Positive Principles for7 Positive Principles for
Cooperative CommunicationCooperative Communication
5.5. Say what do you wantSay what do you want, not what you don’t want
• Instead of ‘Don’t; drive too fast’, say ‘Drive carefully’
5.5. Focus on the futureFocus on the future, not the past
• Instead of “I’ve told you before not to……, say ‘From
now on…….”
5.5. Share informationShare information rather than argue or accuse
• Instead of ‘No, you’re wrong’, say ‘I see it like this….’
22www.exploreHR.org
Assertive CommunicationAssertive Communication
• Make statements that are honest, clear,
brief, and to the point
• Use “I” statement : I’d like, I appreciate,
I think
• Distinguish between fact and opinion
• Ask, don’t tell
• Offer improvement suggestions, not
advice and commands
Verbally,Verbally,
assertiveassertive
people :people :
23www.exploreHR.org
Assertive CommunicationAssertive Communication
Verbally,Verbally,
assertiveassertive
people :people :
• Offer constructive criticism, free of blame,
assumptions, and ‘shoulds’
• Ask questions to find out the thoughts
and feelings of others
• Respect the rights of others as well as
their own rights
• Communicate mutual respect where the
needs of two people conflict, and look for
mutually acceptable solutions
24www.exploreHR.org
Assertive CommunicationAssertive Communication
NonNon
Verbally,Verbally,
assertiveassertive
people :people :
• Make appropriate eye contact
• Sit or stand firmly and comfortably erect
• Gesture openly to support their
comments
• Speak in a clear, steady, firm tone of
voice
25www.exploreHR.org
Assertive CommunicationAssertive Communication
NonNon
Verbally,Verbally,
assertiveassertive
people :people :
• Maintain open, steady, relaxed facial
expressions, smiling when pleased,
frowning when angry
• Speak a steady, even pace,
emphasizing key words, with few
awkward hesitations
26www.exploreHR.org
Manage your body languageManage your body language
• Sit or stand at right angles and on the same level, and
respect people’s personal space zones
• Use open gestures and body language
• Center your attention exclusively on the other person
• Lean slightly forward to show interest; a bit further forward
to apply pressure, slightly back to reduce pressure
27www.exploreHR.org
Manage your body languageManage your body language
• Maintain appropriate eye contact while listening to
encourage the speaker; increase eye contact to apply
pressure; reduce it to lower pressure
• Respond appropriately by basing your responses on what
the other person has just said
• Be relaxed and balanced to make relaxed and open
communication easier
28www.exploreHR.org
Gather Good Information withGather Good Information with
your EARsyour EARs
EE – explore by asking questions
AA – affirm to show you’re listening
RR – reflect your understanding
SS – silence, listen some more
29www.exploreHR.org
Exploring QuestionsExploring Questions
Open
Questions
Open questions yield lots of information
because they allow a person to explain what is
most important or interesting and encourage
elaboration.
Probing
Questions
Probing questions are those that relate to the
topic we want to explore further. They
encourage the speaker to flesh out the details.
30www.exploreHR.org
Closed vs. Open QuestionsClosed vs. Open Questions
When did that happen? What led up to that?
Was your trip successful? What did you manage to
accomplish on your trip?
Did you like the candidate? In what ways do you think that
candidate meets our need?
Did you have a good meeting? What happened at the meeting?
31www.exploreHR.org
Some Probing QuestionsSome Probing Questions
• Can you be more specifics?
• Can you give me an example of that?
• What happened then?
• For instance?
• How does this affect you?
• What might cause that, do you think?
• Can you fill me in on the details?
32www.exploreHR.org
Active ListeningActive Listening
Giving undivided attention to a speaker in a
genuine effort to understand the speaker's
point of view.
This involves giving them your full attention
and the use of verbal encouragers such as
“Yes”, “Aha” and “Mmm”.
It also includes non-verbal acknowledgements
such as nodding, smiling and body language.
Active
Listening
33www.exploreHR.org
Benefits of Active ListeningBenefits of Active Listening
1. It forces people to listen attentively to others
2. It avoids misunderstandings, as people have to
confirm that they do really understand what another
person has said
3. It tends to open people up, to get them to say more
34www.exploreHR.org
5 Active Listening Skills5 Active Listening Skills
• Paraphrasing meanings:Paraphrasing meanings: Translate into your own words
what the speaker has said
• Reflecting feelings:Reflecting feelings: when someone is expressing emotion
or feelings or looks emotional (upset, angry, excited),
convey your empathy and encourage the speaker to
continue
• Reflecting factsReflecting facts: briefly summarize the content, or factual
aspects, of what the speaker has said.
35www.exploreHR.org
5 Active Listening Skills5 Active Listening Skills
• Synthesizing:Synthesizing: blend several ideas of the speaker into one
theme or idea.
• Imagining out loud:Imagining out loud: imagine what it must be like to be in
the speaker’s place
36www.exploreHR.org
To listen more effectively…..To listen more effectively…..
Attend physicallyAttend physically – the right body language helps us to
focus on the speaker and encourages the speaker to give
us more information.
Attend mentallyAttend mentally – follow the speaker’s flow of thought,
listen to understand, not evaluate; listen first, then assess
Check it verballyCheck it verbally – paraphrase, clarify, probe further,
summarize your understanding
37www.exploreHR.org
Bad Habits of Poor ListenersBad Habits of Poor Listeners
• Interrupting
• Jumping to conclusions
• Finishing others’ sentences for them
• Frequently (and often abruptly) changing the subject
• Inattentive body language
• Not responding to what others have said
• Failing to ask questions and give feedback
38www.exploreHR.org
Good Habits of Effective ListenersGood Habits of Effective Listeners
• Looking at the speaker in order to observe body language and
pick up subtle nuances of speech
• Asking questions
• Giving speakers time to articulate their thoughts
• Letting people finish what they are saying before giving their
opinion
• Remaining poised, calm, and emotionally controlled
• Looking alert and interested
• Responding with nods and ‘uh-uhms’.
39www.exploreHR.org
When receiving/listening feedbackWhen receiving/listening feedback
• Listen, don’t resistListen, don’t resist
• Keep calmKeep calm and keep breathing
• Let your body language show you areyou are
receptivereceptive
• Ask questionsAsk questions to make sure you’ve
understood
• Don’t be overlyDon’t be overly sensitivesensitive, self
protective or cavalier
Receiving
feedback
40www.exploreHR.org
When receiving/listening feedbackWhen receiving/listening feedback
Receiving
feedback
• Does the person offering feedback
know what they’re talking aboutknow what they’re talking about?
• What other information do you haveother information do you have
that supports the feedback?
• If you’re tempted to ignore it, do you
have evidence that contradicts theevidence that contradicts the
feedbackfeedback?
41www.exploreHR.org
When receiving/listening criticismWhen receiving/listening criticism
• Make sure your self image stays positiveself image stays positive.
• Mentally examine your critic’s intentions so you will know howhow
best to deal with the informationbest to deal with the information.
• Filter the criticismFilter the criticism. Strain out emotion and find the facts. Then
you can respond to the useful information.
• Ask questionsAsk questions until you understand what the speaker is trying to
tell you.
• Don’t make excuseDon’t make excuse. Listen to understand.
• Focus on the futureFocus on the future : what can you do to improve?
42www.exploreHR.org
Recommended Further Readings:
1. Kris Cole, Crystal Clear Communication : Skills for Understanding and
Being Understood, Synergy Books International
2. David A. Whetten and Kim S. Cameron, Developing Management Skills,
Harpers Collins Publisher.
43www.exploreHR.org
End of Material
1 of 43

Recommended

Health and safety in the workplace by
Health and safety in the workplaceHealth and safety in the workplace
Health and safety in the workplaceRaviPrashant5
352 views27 slides
Ppt on Health hygiene and nutrition by Sazad by
Ppt on Health hygiene and nutrition by SazadPpt on Health hygiene and nutrition by Sazad
Ppt on Health hygiene and nutrition by SazadSazad Alam Shah
5.7K views21 slides
OSHA Noise and Hearing Conservation by
OSHA Noise and Hearing ConservationOSHA Noise and Hearing Conservation
OSHA Noise and Hearing ConservationThe Windsdor Consulting Group, Inc.
17.3K views104 slides
Occupational Health Basics by
Occupational Health BasicsOccupational Health Basics
Occupational Health BasicsDrHIteshShah
3.7K views23 slides
Topic no.1 occupationa health by
Topic no.1  occupationa healthTopic no.1  occupationa health
Topic no.1 occupationa healthEiyla Hamdan
2.6K views42 slides

More Related Content

What's hot

Hearing conservation by
Hearing conservationHearing conservation
Hearing conservationcccscoetc
6.6K views50 slides
Health and safety slogans in tamil nov 2018 by
Health and safety slogans in tamil nov 2018Health and safety slogans in tamil nov 2018
Health and safety slogans in tamil nov 2018Sivadas Narayanan
13.5K views6 slides
Stress management by
Stress managementStress management
Stress managementitssuesaleh
2.6K views11 slides
OHS - employer responsibilities by
OHS - employer responsibilitiesOHS - employer responsibilities
OHS - employer responsibilitiesMadhup Srivastava
1.4K views31 slides
TYPES OF SAFETY SIGNS by
TYPES OF SAFETY SIGNSTYPES OF SAFETY SIGNS
TYPES OF SAFETY SIGNSSteven Tyler
5.3K views14 slides
Office Health and Safety Hazards by
Office Health and Safety HazardsOffice Health and Safety Hazards
Office Health and Safety HazardsThe Windsdor Consulting Group, Inc.
6.5K views29 slides

What's hot(20)

Hearing conservation by cccscoetc
Hearing conservationHearing conservation
Hearing conservation
cccscoetc6.6K views
Health and safety slogans in tamil nov 2018 by Sivadas Narayanan
Health and safety slogans in tamil nov 2018Health and safety slogans in tamil nov 2018
Health and safety slogans in tamil nov 2018
Sivadas Narayanan13.5K views
Stress management by itssuesaleh
Stress managementStress management
Stress management
itssuesaleh2.6K views
TYPES OF SAFETY SIGNS by Steven Tyler
TYPES OF SAFETY SIGNSTYPES OF SAFETY SIGNS
TYPES OF SAFETY SIGNS
Steven Tyler5.3K views
Safe Driving Tips for Everyday Driving by Eason Chan
Safe Driving Tips for Everyday DrivingSafe Driving Tips for Everyday Driving
Safe Driving Tips for Everyday Driving
Eason Chan2.8K views
Basic Safety Induction .pptx by ssuser1f86f6
Basic Safety Induction .pptxBasic Safety Induction .pptx
Basic Safety Induction .pptx
ssuser1f86f672 views
Management of stress 17-8-19 by uma advani
Management  of stress   17-8-19Management  of stress   17-8-19
Management of stress 17-8-19
uma advani267 views
Heat stress by sepinon
Heat stressHeat stress
Heat stress
sepinon6.1K views
Workplace Health & Safety by finnlaura
Workplace Health & Safety Workplace Health & Safety
Workplace Health & Safety
finnlaura19.2K views
Safety Culture Power Point by Joe Daugherty
Safety Culture Power PointSafety Culture Power Point
Safety Culture Power Point
Joe Daugherty10.9K views
Safety Audit at Workplace (Group 15) by Yvonne Chew
Safety Audit at Workplace (Group 15)Safety Audit at Workplace (Group 15)
Safety Audit at Workplace (Group 15)
Yvonne Chew2.7K views

Viewers also liked

Hypercompetion by
HypercompetionHypercompetion
HypercompetionZaini Ithnin
378 views30 slides
The mergence-of-marketing-and-emarketing-dan-rose by
The mergence-of-marketing-and-emarketing-dan-roseThe mergence-of-marketing-and-emarketing-dan-rose
The mergence-of-marketing-and-emarketing-dan-roseZaini Ithnin
241 views52 slides
Customer equity by
Customer equityCustomer equity
Customer equityZaini Ithnin
1.1K views17 slides
The mergence-of-marketing-and-emarketing-dan-rose by
The mergence-of-marketing-and-emarketing-dan-roseThe mergence-of-marketing-and-emarketing-dan-rose
The mergence-of-marketing-and-emarketing-dan-roseZaini Ithnin
170 views52 slides
Diagnosing organizational effectiveness by
Diagnosing organizational effectivenessDiagnosing organizational effectiveness
Diagnosing organizational effectivenessZaini Ithnin
1.7K views59 slides
Good practice for oil palm production by
Good practice for oil palm productionGood practice for oil palm production
Good practice for oil palm productionZaini Ithnin
2.3K views6 slides

Viewers also liked(7)

The mergence-of-marketing-and-emarketing-dan-rose by Zaini Ithnin
The mergence-of-marketing-and-emarketing-dan-roseThe mergence-of-marketing-and-emarketing-dan-rose
The mergence-of-marketing-and-emarketing-dan-rose
Zaini Ithnin241 views
The mergence-of-marketing-and-emarketing-dan-rose by Zaini Ithnin
The mergence-of-marketing-and-emarketing-dan-roseThe mergence-of-marketing-and-emarketing-dan-rose
The mergence-of-marketing-and-emarketing-dan-rose
Zaini Ithnin170 views
Diagnosing organizational effectiveness by Zaini Ithnin
Diagnosing organizational effectivenessDiagnosing organizational effectiveness
Diagnosing organizational effectiveness
Zaini Ithnin1.7K views
Good practice for oil palm production by Zaini Ithnin
Good practice for oil palm productionGood practice for oil palm production
Good practice for oil palm production
Zaini Ithnin2.3K views
Johor baja organik & soil conditioner by Zaini Ithnin
Johor baja organik & soil conditionerJohor baja organik & soil conditioner
Johor baja organik & soil conditioner
Zaini Ithnin1.7K views

Similar to Communication skills

1 communcation skills by
1 communcation skills1 communcation skills
1 communcation skillsSALMAN SHAIKH
482 views43 slides
1 communcation skills by
1 communcation skills1 communcation skills
1 communcation skillsSALMAN SHAIKH
191 views43 slides
1 communcation skills by
1 communcation skills1 communcation skills
1 communcation skillsSALMAN SHAIKH
170 views43 slides
Communication skills ppt slides by
Communication skills ppt slidesCommunication skills ppt slides
Communication skills ppt slidesYodhia Antariksa
181.8K views44 slides
Communication skills by
Communication skillsCommunication skills
Communication skillsPrayudi
354 views41 slides
Communication skills by
Communication skillsCommunication skills
Communication skillsZaini Ithnin
2K views43 slides

Similar to Communication skills(20)

Communication skills ppt slides by Yodhia Antariksa
Communication skills ppt slidesCommunication skills ppt slides
Communication skills ppt slides
Yodhia Antariksa181.8K views
Communication skills by Prayudi
Communication skillsCommunication skills
Communication skills
Prayudi 354 views
Advocacy-vs-Inquiry-2015.pptx by T.J. Elliott
Advocacy-vs-Inquiry-2015.pptxAdvocacy-vs-Inquiry-2015.pptx
Advocacy-vs-Inquiry-2015.pptx
T.J. Elliott70 views
Yummly Culture Deck - Our Recipes for Success by Brian Witlin
Yummly Culture Deck - Our Recipes for SuccessYummly Culture Deck - Our Recipes for Success
Yummly Culture Deck - Our Recipes for Success
Brian Witlin429 views
Measuring outsourced services for your success by Conformato
Measuring outsourced services for your successMeasuring outsourced services for your success
Measuring outsourced services for your success
Conformato1.1K views
Design Thinking Seminars by Rodney Gagnon
Design Thinking SeminarsDesign Thinking Seminars
Design Thinking Seminars
Rodney Gagnon777 views
Communication Hacks: Strategies for fostering collaboration and dealing with ... by All Things Open
Communication Hacks: Strategies for fostering collaboration and dealing with ...Communication Hacks: Strategies for fostering collaboration and dealing with ...
Communication Hacks: Strategies for fostering collaboration and dealing with ...
All Things Open184 views
Diffusing and managing workplace conflict by Expoco
Diffusing and managing workplace conflictDiffusing and managing workplace conflict
Diffusing and managing workplace conflict
Expoco1.1K views
Coaching for optimal performance by Zaini Ithnin
Coaching for optimal performanceCoaching for optimal performance
Coaching for optimal performance
Zaini Ithnin1.5K views
Moving Your Business Forward with Diversity Equity and Inclusion Now - Kelly ... by JessKern
Moving Your Business Forward with Diversity Equity and Inclusion Now - Kelly ...Moving Your Business Forward with Diversity Equity and Inclusion Now - Kelly ...
Moving Your Business Forward with Diversity Equity and Inclusion Now - Kelly ...
JessKern39 views
Hold Them Accountable by Don Boice
Hold Them AccountableHold Them Accountable
Hold Them Accountable
Don Boice117 views
Trust self and others by Thomas Morris
Trust self and othersTrust self and others
Trust self and others
Thomas Morris1.4K views
Confessions of a Former Chief HR Officer by The HR Observer
Confessions of a Former Chief HR OfficerConfessions of a Former Chief HR Officer
Confessions of a Former Chief HR Officer
The HR Observer721 views
Articulating and using effective key messages by CharityComms
Articulating and using effective key messagesArticulating and using effective key messages
Articulating and using effective key messages
CharityComms3K views

More from Zaini Ithnin

Fungsi nutrient dalam baja kimia cap pokok sawit by
Fungsi nutrient dalam baja kimia cap pokok sawitFungsi nutrient dalam baja kimia cap pokok sawit
Fungsi nutrient dalam baja kimia cap pokok sawitZaini Ithnin
3.2K views34 slides
Fungsi nutrient asid amino baja foliar taaveekun by
Fungsi nutrient asid amino baja foliar taaveekunFungsi nutrient asid amino baja foliar taaveekun
Fungsi nutrient asid amino baja foliar taaveekunZaini Ithnin
1.2K views10 slides
Fertilizer for rubber trees by
Fertilizer for rubber treesFertilizer for rubber trees
Fertilizer for rubber treesZaini Ithnin
3.8K views13 slides
Fertilizer elements by
Fertilizer elementsFertilizer elements
Fertilizer elementsZaini Ithnin
749 views9 slides
Fertilization for plantation commodity by
Fertilization for plantation commodityFertilization for plantation commodity
Fertilization for plantation commodityZaini Ithnin
555 views90 slides
CASB baja organik & soil conditioner by
CASB baja organik & soil conditionerCASB baja organik & soil conditioner
CASB baja organik & soil conditionerZaini Ithnin
1.5K views19 slides

More from Zaini Ithnin(20)

Fungsi nutrient dalam baja kimia cap pokok sawit by Zaini Ithnin
Fungsi nutrient dalam baja kimia cap pokok sawitFungsi nutrient dalam baja kimia cap pokok sawit
Fungsi nutrient dalam baja kimia cap pokok sawit
Zaini Ithnin3.2K views
Fungsi nutrient asid amino baja foliar taaveekun by Zaini Ithnin
Fungsi nutrient asid amino baja foliar taaveekunFungsi nutrient asid amino baja foliar taaveekun
Fungsi nutrient asid amino baja foliar taaveekun
Zaini Ithnin1.2K views
Fertilizer for rubber trees by Zaini Ithnin
Fertilizer for rubber treesFertilizer for rubber trees
Fertilizer for rubber trees
Zaini Ithnin3.8K views
Fertilization for plantation commodity by Zaini Ithnin
Fertilization for plantation commodityFertilization for plantation commodity
Fertilization for plantation commodity
Zaini Ithnin555 views
CASB baja organik & soil conditioner by Zaini Ithnin
CASB baja organik & soil conditionerCASB baja organik & soil conditioner
CASB baja organik & soil conditioner
Zaini Ithnin1.5K views
Brochure baja taaveekun 3 casb by Zaini Ithnin
Brochure baja taaveekun 3 casbBrochure baja taaveekun 3 casb
Brochure baja taaveekun 3 casb
Zaini Ithnin1.2K views
Brochure baja taaveekun 2 casb by Zaini Ithnin
Brochure baja taaveekun 2 casbBrochure baja taaveekun 2 casb
Brochure baja taaveekun 2 casb
Zaini Ithnin1.7K views
Amino acid n wood vinegar by Zaini Ithnin
Amino acid n wood vinegarAmino acid n wood vinegar
Amino acid n wood vinegar
Zaini Ithnin911 views
Amalan pengurusan tanah pertanian by Zaini Ithnin
Amalan pengurusan tanah pertanianAmalan pengurusan tanah pertanian
Amalan pengurusan tanah pertanian
Zaini Ithnin746 views
Active ingredient Taaveekun BM by Zaini Ithnin
Active ingredient Taaveekun BMActive ingredient Taaveekun BM
Active ingredient Taaveekun BM
Zaini Ithnin1.3K views
Pertanian teknologi Thailand by Zaini Ithnin
Pertanian teknologi ThailandPertanian teknologi Thailand
Pertanian teknologi Thailand
Zaini Ithnin2.3K views
Kaedah menanam koko by Zaini Ithnin
Kaedah menanam kokoKaedah menanam koko
Kaedah menanam koko
Zaini Ithnin4.5K views
Kurma tanah tanam buah tropika by Zaini Ithnin
Kurma tanah tanam buah tropikaKurma tanah tanam buah tropika
Kurma tanah tanam buah tropika
Zaini Ithnin3.3K views
Tumbuhan semula jadi sebagai sumber perubatan by Zaini Ithnin
Tumbuhan semula jadi sebagai sumber perubatanTumbuhan semula jadi sebagai sumber perubatan
Tumbuhan semula jadi sebagai sumber perubatan
Zaini Ithnin3.8K views
Tanaman kurma Taaveekun by Zaini Ithnin
Tanaman kurma TaaveekunTanaman kurma Taaveekun
Tanaman kurma Taaveekun
Zaini Ithnin2.9K views
Taklimat Mardi Taaveekun by Zaini Ithnin
Taklimat Mardi TaaveekunTaklimat Mardi Taaveekun
Taklimat Mardi Taaveekun
Zaini Ithnin8.4K views
Penggunaan baja dan amalan pertanian islamik untuk produktiviti getah dan saw... by Zaini Ithnin
Penggunaan baja dan amalan pertanian islamik untuk produktiviti getah dan saw...Penggunaan baja dan amalan pertanian islamik untuk produktiviti getah dan saw...
Penggunaan baja dan amalan pertanian islamik untuk produktiviti getah dan saw...
Zaini Ithnin5.3K views

Recently uploaded

Mini-Track: AI and ML in Network Operations Applications by
Mini-Track: AI and ML in Network Operations ApplicationsMini-Track: AI and ML in Network Operations Applications
Mini-Track: AI and ML in Network Operations ApplicationsNetwork Automation Forum
10 views24 slides
20231123_Camunda Meetup Vienna.pdf by
20231123_Camunda Meetup Vienna.pdf20231123_Camunda Meetup Vienna.pdf
20231123_Camunda Meetup Vienna.pdfPhactum Softwareentwicklung GmbH
41 views73 slides
Piloting & Scaling Successfully With Microsoft Viva by
Piloting & Scaling Successfully With Microsoft VivaPiloting & Scaling Successfully With Microsoft Viva
Piloting & Scaling Successfully With Microsoft VivaRichard Harbridge
12 views160 slides
Serverless computing with Google Cloud (2023-24) by
Serverless computing with Google Cloud (2023-24)Serverless computing with Google Cloud (2023-24)
Serverless computing with Google Cloud (2023-24)wesley chun
11 views33 slides
6g - REPORT.pdf by
6g - REPORT.pdf6g - REPORT.pdf
6g - REPORT.pdfLiveplex
10 views23 slides
SAP Automation Using Bar Code and FIORI.pdf by
SAP Automation Using Bar Code and FIORI.pdfSAP Automation Using Bar Code and FIORI.pdf
SAP Automation Using Bar Code and FIORI.pdfVirendra Rai, PMP
23 views38 slides

Recently uploaded(20)

Piloting & Scaling Successfully With Microsoft Viva by Richard Harbridge
Piloting & Scaling Successfully With Microsoft VivaPiloting & Scaling Successfully With Microsoft Viva
Piloting & Scaling Successfully With Microsoft Viva
Serverless computing with Google Cloud (2023-24) by wesley chun
Serverless computing with Google Cloud (2023-24)Serverless computing with Google Cloud (2023-24)
Serverless computing with Google Cloud (2023-24)
wesley chun11 views
6g - REPORT.pdf by Liveplex
6g - REPORT.pdf6g - REPORT.pdf
6g - REPORT.pdf
Liveplex10 views
SAP Automation Using Bar Code and FIORI.pdf by Virendra Rai, PMP
SAP Automation Using Bar Code and FIORI.pdfSAP Automation Using Bar Code and FIORI.pdf
SAP Automation Using Bar Code and FIORI.pdf
STKI Israeli Market Study 2023 corrected forecast 2023_24 v3.pdf by Dr. Jimmy Schwarzkopf
STKI Israeli Market Study 2023   corrected forecast 2023_24 v3.pdfSTKI Israeli Market Study 2023   corrected forecast 2023_24 v3.pdf
STKI Israeli Market Study 2023 corrected forecast 2023_24 v3.pdf
GDG Cloud Southlake 28 Brad Taylor and Shawn Augenstein Old Problems in the N... by James Anderson
GDG Cloud Southlake 28 Brad Taylor and Shawn Augenstein Old Problems in the N...GDG Cloud Southlake 28 Brad Taylor and Shawn Augenstein Old Problems in the N...
GDG Cloud Southlake 28 Brad Taylor and Shawn Augenstein Old Problems in the N...
James Anderson92 views
Automating a World-Class Technology Conference; Behind the Scenes of CiscoLive by Network Automation Forum
Automating a World-Class Technology Conference; Behind the Scenes of CiscoLiveAutomating a World-Class Technology Conference; Behind the Scenes of CiscoLive
Automating a World-Class Technology Conference; Behind the Scenes of CiscoLive
Voice Logger - Telephony Integration Solution at Aegis by Nirmal Sharma
Voice Logger - Telephony Integration Solution at AegisVoice Logger - Telephony Integration Solution at Aegis
Voice Logger - Telephony Integration Solution at Aegis
Nirmal Sharma39 views
Business Analyst Series 2023 - Week 3 Session 5 by DianaGray10
Business Analyst Series 2023 -  Week 3 Session 5Business Analyst Series 2023 -  Week 3 Session 5
Business Analyst Series 2023 - Week 3 Session 5
DianaGray10300 views
TouchLog: Finger Micro Gesture Recognition Using Photo-Reflective Sensors by sugiuralab
TouchLog: Finger Micro Gesture Recognition  Using Photo-Reflective SensorsTouchLog: Finger Micro Gesture Recognition  Using Photo-Reflective Sensors
TouchLog: Finger Micro Gesture Recognition Using Photo-Reflective Sensors
sugiuralab21 views
Case Study Copenhagen Energy and Business Central.pdf by Aitana
Case Study Copenhagen Energy and Business Central.pdfCase Study Copenhagen Energy and Business Central.pdf
Case Study Copenhagen Energy and Business Central.pdf
Aitana16 views

Communication skills

  • 2. 2www.exploreHR.org ContentsContents 1. Basic Communication Principles 2. Communication Trilogy : Giving Good Information, Gathering Good Information, and Building Mutual Trust 3. Developing Assertive Communication Skills 4. Seven Positive Principles for Cooperative Communication 5. Developing Active Listening Skills If you find this presentation useful, please consider telling others about our site (www.exploreHR.org)
  • 4. 4www.exploreHR.org Our valuesOur values The Success SequenceThe Success Sequence Our BeliefsOur Beliefs (self esteem(self esteem and self image)and self image) Our thoughtsOur thoughts EffectiveEffective CommunicationCommunication
  • 5. 5www.exploreHR.org Our values, beliefs, and thoughts The Success SequenceThe Success Sequence What we say and do Results Self- fulfilling prophecy
  • 6. 6www.exploreHR.org We communicate to……We communicate to…… • Get information • Motivate • Cheat • Praise • Make arrangements • Give advice • Sell • Greet • Abuse • Etc
  • 7. 7www.exploreHR.org Verbal, vocal and visualVerbal, vocal and visual Verbal :Verbal : The message that we deliver Vocal :Vocal : The voice that we convey Visual :Visual : Our body language CommunicationCommunication
  • 8. 8www.exploreHR.org Studies tell 70 % of mistakes in theStudies tell 70 % of mistakes in the workplace are a direct result of poorworkplace are a direct result of poor communication…..communication…..
  • 9. 9www.exploreHR.org Causes of Communication Difficulties:Causes of Communication Difficulties: • Lack of information and knowledge • Not explaining priorities or goals properly • Not listening • Not understanding fully and fail to ask questions • Mind made up, preconceived ideas
  • 10. 10www.exploreHR.org Causes of Communication Difficulties:Causes of Communication Difficulties: • Not understanding others’ needs • Not thinking clearly, jumping to conclusions • Bad mood • Failure to explore alternatives
  • 11. 11www.exploreHR.org Communication failures can cause…..Communication failures can cause….. • Loss of business • Mistakes, inefficiencies • Lowered productivity • Poor coordination and cooperation • Damaged personal or company image • Frustration, hostility
  • 12. 12www.exploreHR.org Communication failures can cause…..Communication failures can cause….. • Dissatisfaction with others • Lowered morale • Loss of team spirit • High employee turnover • Conflict and arguments • Drop in self esteem and confidence • Loss of friendship
  • 13. 13www.exploreHR.org • Premature evaluation • Prejudice • Inattention • Stereotyping • Assumption • Generalizing • Poor listening skills • Fixed ideas • Preconceptions • Ignoring or distorting information contrary to our beliefs Some Common Communication FiltersSome Common Communication Filters
  • 14. 14www.exploreHR.org Everything we do is communicationEverything we do is communication The way we begin our message often determinesThe way we begin our message often determines the outcome of the communicationthe outcome of the communication The way message is delivered always effects theThe way message is delivered always effects the way message is receivedway message is received Basic Communication PrinciplesBasic Communication Principles
  • 15. 15www.exploreHR.org The real communication is the message received,The real communication is the message received, not the message intendednot the message intended Communication is two way street – we have toCommunication is two way street – we have to give as well as gathergive as well as gather Basic Communication PrinciplesBasic Communication Principles
  • 16. 16www.exploreHR.org Give goodGive good informationinformation Gather goodGather good informationinformation MutualMutual respectrespect Communication TrilogyCommunication Trilogy
  • 17. 17www.exploreHR.org Six C of giving good informationSix C of giving good information Give Good InformationGive Good Information ClearClear ConciseConcise CourteousCourteousCompleteComplete CorrectCorrect ConcreteConcrete
  • 18. 18www.exploreHR.org Give Good InformationGive Good Information • Use precise, memorable and powerful wordsUse precise, memorable and powerful words • Support your words with visual aidsSupport your words with visual aids • Give demonstrationGive demonstration • Provide examples/metaphors/analogiesProvide examples/metaphors/analogies • Use the other person “language”Use the other person “language” When giving information………When giving information………
  • 19. 19www.exploreHR.org 7 Positive Principles for7 Positive Principles for Cooperative CommunicationCooperative Communication 1. Soften the ‘you’s or change the into “I” to avoid soundingavoid sounding pushypushy • Instead of : ‘You’ll have to….’, say ‘Could you….’ Or ‘Would you be able to….’ 2.2. Focus on the solutionFocus on the solution, not the problem • Instead of ‘We’re out of mild….’, say ‘I will pop down the shop for some milk’.
  • 20. 20www.exploreHR.org 7 Positive Principles for7 Positive Principles for Cooperative CommunicationCooperative Communication 3. Turn can’ts into canscan’ts into cans • Instead of ‘We can’t do that until next week’, say ‘We’ll be able to do that next week’. 4.4. Take responsibilityTake responsibility – don’t lay blame • Instead if ‘It’s not my fault’, say ‘Here’s what I can do to fox that’.
  • 21. 21www.exploreHR.org 7 Positive Principles for7 Positive Principles for Cooperative CommunicationCooperative Communication 5.5. Say what do you wantSay what do you want, not what you don’t want • Instead of ‘Don’t; drive too fast’, say ‘Drive carefully’ 5.5. Focus on the futureFocus on the future, not the past • Instead of “I’ve told you before not to……, say ‘From now on…….” 5.5. Share informationShare information rather than argue or accuse • Instead of ‘No, you’re wrong’, say ‘I see it like this….’
  • 22. 22www.exploreHR.org Assertive CommunicationAssertive Communication • Make statements that are honest, clear, brief, and to the point • Use “I” statement : I’d like, I appreciate, I think • Distinguish between fact and opinion • Ask, don’t tell • Offer improvement suggestions, not advice and commands Verbally,Verbally, assertiveassertive people :people :
  • 23. 23www.exploreHR.org Assertive CommunicationAssertive Communication Verbally,Verbally, assertiveassertive people :people : • Offer constructive criticism, free of blame, assumptions, and ‘shoulds’ • Ask questions to find out the thoughts and feelings of others • Respect the rights of others as well as their own rights • Communicate mutual respect where the needs of two people conflict, and look for mutually acceptable solutions
  • 24. 24www.exploreHR.org Assertive CommunicationAssertive Communication NonNon Verbally,Verbally, assertiveassertive people :people : • Make appropriate eye contact • Sit or stand firmly and comfortably erect • Gesture openly to support their comments • Speak in a clear, steady, firm tone of voice
  • 25. 25www.exploreHR.org Assertive CommunicationAssertive Communication NonNon Verbally,Verbally, assertiveassertive people :people : • Maintain open, steady, relaxed facial expressions, smiling when pleased, frowning when angry • Speak a steady, even pace, emphasizing key words, with few awkward hesitations
  • 26. 26www.exploreHR.org Manage your body languageManage your body language • Sit or stand at right angles and on the same level, and respect people’s personal space zones • Use open gestures and body language • Center your attention exclusively on the other person • Lean slightly forward to show interest; a bit further forward to apply pressure, slightly back to reduce pressure
  • 27. 27www.exploreHR.org Manage your body languageManage your body language • Maintain appropriate eye contact while listening to encourage the speaker; increase eye contact to apply pressure; reduce it to lower pressure • Respond appropriately by basing your responses on what the other person has just said • Be relaxed and balanced to make relaxed and open communication easier
  • 28. 28www.exploreHR.org Gather Good Information withGather Good Information with your EARsyour EARs EE – explore by asking questions AA – affirm to show you’re listening RR – reflect your understanding SS – silence, listen some more
  • 29. 29www.exploreHR.org Exploring QuestionsExploring Questions Open Questions Open questions yield lots of information because they allow a person to explain what is most important or interesting and encourage elaboration. Probing Questions Probing questions are those that relate to the topic we want to explore further. They encourage the speaker to flesh out the details.
  • 30. 30www.exploreHR.org Closed vs. Open QuestionsClosed vs. Open Questions When did that happen? What led up to that? Was your trip successful? What did you manage to accomplish on your trip? Did you like the candidate? In what ways do you think that candidate meets our need? Did you have a good meeting? What happened at the meeting?
  • 31. 31www.exploreHR.org Some Probing QuestionsSome Probing Questions • Can you be more specifics? • Can you give me an example of that? • What happened then? • For instance? • How does this affect you? • What might cause that, do you think? • Can you fill me in on the details?
  • 32. 32www.exploreHR.org Active ListeningActive Listening Giving undivided attention to a speaker in a genuine effort to understand the speaker's point of view. This involves giving them your full attention and the use of verbal encouragers such as “Yes”, “Aha” and “Mmm”. It also includes non-verbal acknowledgements such as nodding, smiling and body language. Active Listening
  • 33. 33www.exploreHR.org Benefits of Active ListeningBenefits of Active Listening 1. It forces people to listen attentively to others 2. It avoids misunderstandings, as people have to confirm that they do really understand what another person has said 3. It tends to open people up, to get them to say more
  • 34. 34www.exploreHR.org 5 Active Listening Skills5 Active Listening Skills • Paraphrasing meanings:Paraphrasing meanings: Translate into your own words what the speaker has said • Reflecting feelings:Reflecting feelings: when someone is expressing emotion or feelings or looks emotional (upset, angry, excited), convey your empathy and encourage the speaker to continue • Reflecting factsReflecting facts: briefly summarize the content, or factual aspects, of what the speaker has said.
  • 35. 35www.exploreHR.org 5 Active Listening Skills5 Active Listening Skills • Synthesizing:Synthesizing: blend several ideas of the speaker into one theme or idea. • Imagining out loud:Imagining out loud: imagine what it must be like to be in the speaker’s place
  • 36. 36www.exploreHR.org To listen more effectively…..To listen more effectively….. Attend physicallyAttend physically – the right body language helps us to focus on the speaker and encourages the speaker to give us more information. Attend mentallyAttend mentally – follow the speaker’s flow of thought, listen to understand, not evaluate; listen first, then assess Check it verballyCheck it verbally – paraphrase, clarify, probe further, summarize your understanding
  • 37. 37www.exploreHR.org Bad Habits of Poor ListenersBad Habits of Poor Listeners • Interrupting • Jumping to conclusions • Finishing others’ sentences for them • Frequently (and often abruptly) changing the subject • Inattentive body language • Not responding to what others have said • Failing to ask questions and give feedback
  • 38. 38www.exploreHR.org Good Habits of Effective ListenersGood Habits of Effective Listeners • Looking at the speaker in order to observe body language and pick up subtle nuances of speech • Asking questions • Giving speakers time to articulate their thoughts • Letting people finish what they are saying before giving their opinion • Remaining poised, calm, and emotionally controlled • Looking alert and interested • Responding with nods and ‘uh-uhms’.
  • 39. 39www.exploreHR.org When receiving/listening feedbackWhen receiving/listening feedback • Listen, don’t resistListen, don’t resist • Keep calmKeep calm and keep breathing • Let your body language show you areyou are receptivereceptive • Ask questionsAsk questions to make sure you’ve understood • Don’t be overlyDon’t be overly sensitivesensitive, self protective or cavalier Receiving feedback
  • 40. 40www.exploreHR.org When receiving/listening feedbackWhen receiving/listening feedback Receiving feedback • Does the person offering feedback know what they’re talking aboutknow what they’re talking about? • What other information do you haveother information do you have that supports the feedback? • If you’re tempted to ignore it, do you have evidence that contradicts theevidence that contradicts the feedbackfeedback?
  • 41. 41www.exploreHR.org When receiving/listening criticismWhen receiving/listening criticism • Make sure your self image stays positiveself image stays positive. • Mentally examine your critic’s intentions so you will know howhow best to deal with the informationbest to deal with the information. • Filter the criticismFilter the criticism. Strain out emotion and find the facts. Then you can respond to the useful information. • Ask questionsAsk questions until you understand what the speaker is trying to tell you. • Don’t make excuseDon’t make excuse. Listen to understand. • Focus on the futureFocus on the future : what can you do to improve?
  • 42. 42www.exploreHR.org Recommended Further Readings: 1. Kris Cole, Crystal Clear Communication : Skills for Understanding and Being Understood, Synergy Books International 2. David A. Whetten and Kim S. Cameron, Developing Management Skills, Harpers Collins Publisher.