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Improving Communication Alan Gillies-L2LGroup Copyright © 2009, L2LGroup, All rights reserved.

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Effective Communication is crucial to all our roles

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Improving communication will make you more Effective and Efficient

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Communicating effectively is a Challenge

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Your message has to be Understood

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3 Steps to Communicate Effectively

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Step 1 Listen don’t Hear

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Step 1 Listen don’t Hear

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Communication is Two Way

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Active Listening is necessary for two way communication

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Barriers to Listening

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Understand what is being said

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Seek Clarity

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Don’t Assume

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Replay what you heard

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Don’t focus on your Response

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Once you understand a Response will Follow

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Active listening demands 100% attention

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Active Listening will send the Right Signals

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Step2 Build Rapport

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Be in Sync

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Pacing

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Tonality

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Understand their Map of the World

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Be aware of Verbal and Non verbal Communication

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Space

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Space

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Gestures

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Instinct

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Body Language is crucial

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Effectiveness 93% Non Verbal Cues Source: Study UCLA California

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Impact 7% Words Source: Study UCLA California

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Impact 38% Voice Quality Source: Study UCLA California

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Impact 55% Non Verbal Source: Study UCLA California

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Listen with your eyes

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Eye Contact

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Step 3 Choose Words Carefully

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Send your message

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Remember their MAP

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Use their Language

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Say only what you Need to say

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Use Scenarios and Stories

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Metaphors and Analogies are very powerful

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Connect Emotionally and Rationally

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Use Props or Visuals if appropriate

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Respond Straightforwardly to questions

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Check Understanding

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Avoid Technical Language

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Avoid Ambiguity

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? Do You Have Any Questions ? ? ? Contact : Alan Gillies Tel : 0844 873 3170 Mobile : 07787 506697 Email : info@L2LGroup.com Web: www.L2LGroup.com Copyright © 2009, L2LGroup, All rights reserved