Optimise-GB provides you with a presentation on effective communication for successful working and personal relationships. Have you ever been in a situation where you simply cannot get through to the person you are talking with or you get a sense that the person talking to you has not explained themselves very well? This presentation takes you through the forms of sending communication to others and receiving communication. This presentation also go through the process of conflict resolution. If you have any questions on simon@optimise-gb.com and visit www.optimise-gb.com for more details. Many thanks Simon Misiewicz

1. Effective Communication for successful working and personal relationships Optimise- GB

2. Effective Communication Optimise- GB Companies will always be successful if there is a vision, direction, a plan of attack, have capable and knowledgeable people, engaging suppliers...right??? What if the people devising the vision and strategies never tells anyone? What if the communication is unclear, limited, confusing?

3. Knowledge Base Communication is a process whereby information is channelled by a sender to a receiver via some medium. The receiver then decodes (Noise) the message and gives the sender a feedback. Optimise- GB

4. Knowledge Base Communication requires that all parties have an area of communicative commonality. There are verbal means using language and there are nonverbal means, such as body language , sign language , eye contact , through media, i.e., pictures, graphics and sound, and writing Source: Wikipedia Optimise- GB

5. Decoding communication Optimise- GB Communication noise In any communication model, noise is interference with the decoding of messages sent over a channel by an encoder. There are many examples of noise: Environmental Noise: Noise that physically disrupts communication, such as standing next to loud speakers at a party, or the noise from a construction site next to a classroom making it difficult to hear the professor.

6. Decoding communication Optimise- GB Physiological-Impairment Noise: Physical maladies that prevent effective communication, such as actual deafness or blindness preventing messages from being received as they were intended. Semantic Noise: Different interpretations of the meanings of certain words. For example, the word "weed" can be interpreted as an undesirable plant in your yard, or as a euphemism for marijuana. Syntactical Noise: Mistakes in grammar can disrupt communication, such as abrupt changes in verb tense during a sentence.

7. Decoding communication Optimise- GB Organizational Noise: Poorly structured communication can prevent the receiver from accurate interpretation. For example, unclear and badly stated directions can make the receiver even more lost. Cultural Noise: Stereotypical assumptions can cause misunderstandings, such as unintentionally offending a non-Christian person by wishing them a "Merry Christmas.“ Psychological Noise: Certain attitudes can also make communication difficult. For instance, great anger or sadness may cause someone to lose focus on the present moment. Disorders such as Autism may also severely hamper effective communication

8. Types of communication Optimise- GB Woven: W ritten O ral V isual E lectronic N on-verbal

11. Non-Verbal: Body Language Optimise- GB How is the body language of the person you are speaking with? If they have a positive body language, they are likely to be engaged If they have a negative body language then you are losing their interest What will you do to get them to be interested and engaged?

12. Bored Head in hands, fed up facial expression, slumped Maybe frowning, gazing elsewhere Interested Head raised, eyes focused on you, hand on chin (pondering), sitting up straight Aggressive Leaning forward, pointing, arms folded, frowning Optimise- GB Non-Verbal: Body Language

13. Optimise- GB Match verbal language to body language Do these people look genuine? “ I am interested in what you have to say” “ I agree with everything you say and am comfortable with your approach” Make sure that what people say is matched by their body language to ensure that they are being congruent and honest

14. Written, Visual & Electronic communication Optimise- GB Birds standing on a rugby post: WWWWWH Who is the communication aimed at? Get the right people involved. Why is the communication being sent? What is being communicated? When should the communication be sent? Where should the communication be sent and where from? How should the communication be sent?

15. Written, Visual & Electronic communication Optimise- GB SMART communication Be specific with your communication, is the subject, content and context clear? Can the subject and requirements be measured in terms of time, cost, quality, size etc Has the requirements, needs or context of the subject been agreed , if not or if it s contentious follow up with a phone call Are any needs or requirements based in the communication realistic ? Is the communication timely , are the needs or requirements requested within a time scale?

16. Written, Visual & Electronic communication Do - Be informative - Be factual - Clear and concise - Positive in communication Don't - Be contentious - Falsify information - Be negative - Never write an email in anger (sleep on it) - Put facts that are disputable without a follow up Optimise- GB

18. Question A man sees his two children fighting over an orange, after a while he is tired of the squabbling, so he takes the orange of them both and cuts the orange in two and gives a half to each of the children. The children still cry, one of the children wanted the peel for a science project and the other child wanted the orange for food. Cutting the orange in two only made things worse. What was the breakdown in communication? Optimise- GB

19. Answer The father did not first seek to understand the problem... ...how could he provide the right answer? ....Have you ever been in a position where managers implement new technologies, new processes and new ways of working but the problems still exist??? Does anyone listen to me....? Optimise- GB

20. Communication: Talking and listening Optimise- GB There are two types of people in the scenario of communication: Senders (Talkers) and Receivers (Listeners) Why does communication sometimes lead to friction, unrest, disagreement, conflict?

21. Communication: Talking and listening Optimise- GB Most people wish to talk, to get their opinions heard, to get it off their chest... If two people are talking at the same time....who is listening? This is also known as the monologue of the deaf, because no one is really listening

22. How do you feel when: - The person you are talking to is not looking at you, keeps looking elsewhere? - Speaks over when you are talking? - They provide solutions when you have not finished “What you should do”? - Considers how negative news affects them before considering your feelings? The importance of “Active Listening” Optimise- GB

23. - Look at the person talking - Let them finish (do not think of the next thing to say before they have) - Take notes and repeat in your own mind what has been said - Confirm back in summary form what they have said - Question any uncertainties of understanding, not their ideas. - Thank them for their contributions Best Practice of Active Listening Optimise- GB

24. - Use “Open Questions” to start a conversational session - Ask one question at a time and wait for individual answers - Ask leading questions (this may be seen as manipulative) - Listen tentatively to their answer without judgement - Use “Closed Questions” to confirm understanding Rules of questioning to seek clarification Optimise-GB

25. There are several techniques that may be deployed in negotiation to get what you want ....Silence, let them feel the fear with your power silence ...Use specific words to manipulate the conversation ....Identify their weak spots to exploit your needs Communication & conflict Resolution Optimise-GB

26. These are effective ways to get short term wins but ...are seen as manipulative ...focus on the short term and not long term ....destroys trust and relationships Communication & conflict Resolution Optimise-GB

27. Communication & conflict Resolution Optimise-GB Stephen Covey’s 7 Habits to highly effective people to work on relationship building, trust and a solution that works for everyone