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  1. 1. Management Development Program For Middle Management Module 4 – Communicating for Success
  2. 2. Module 4 Learning Objectives <ul><li>At the end of this module, the participants will: </li></ul><ul><li>Learn the different types of communication and elements. </li></ul><ul><li>Use effective listening skills to ensure clear communication. </li></ul><ul><li>Use high gain questions to gather information. </li></ul><ul><li>Use adequate body language to communicate the right message. </li></ul>
  3. 3. Communication to Success <ul><li>What is effective communication </li></ul><ul><li>Methods and elements of communication </li></ul><ul><li>The five Ws for good communication </li></ul><ul><li>Listening skills </li></ul><ul><li>Asking questions </li></ul><ul><li>Body Language </li></ul><ul><li>Assessment </li></ul>
  4. 4. Assessment
  5. 5. What is Effective Communication? Effective communication hinges on people understanding your meaning and replying in terms that move the exchange forward – preferably in the direction you would like to go. Why do we Communicate? Communication is a two-way process. You communicate to get things done, pass on and obtain information, reach decisions, achieve joint understanding and develop relationships.
  6. 6. Methods of Communication <ul><li>Written Word </li></ul><ul><li>Spoken Work </li></ul><ul><li>Symbolic Gestures </li></ul><ul><li>Visual Images </li></ul><ul><li>Multimedia </li></ul>
  7. 7. Let’s Have Some Fun <ul><li>Individual exercise </li></ul><ul><li>Write down all the methods of communication used in the hotel </li></ul><ul><li>Wait for further instructions </li></ul>
  8. 8. Elements of Communication 55% 38% 7% ____ Body Language ____ Tone ____ Words 14% 86% ____ Words ____ Tone 7% 38% 55% 14% 86%
  9. 10. The Five Ws for a Good Communication <ul><li>W ho should be told? </li></ul><ul><li>W hen should they be told? </li></ul><ul><li>W hat should they be told? </li></ul><ul><li>W here the message should be conveyed? </li></ul><ul><li>W ho should control the communication process? </li></ul>W
  10. 11. What is Listening <ul><li>Receiving </li></ul><ul><li>Hearing words & tones </li></ul><ul><li>Seeing behavioral non-verbal cues </li></ul><ul><li>Perceiving feelings </li></ul><ul><li>Transmitting </li></ul><ul><li>Encouraging the speaker: </li></ul><ul><ul><li>To show you are listening </li></ul></ul><ul><ul><li>To show you are interested </li></ul></ul><ul><li>Paraphrasing: </li></ul><ul><ul><li>To show you understand </li></ul></ul>Interpreting the message Helping them communicate
  11. 12. How to Listen? <ul><li>Maintain eye contact </li></ul><ul><li>Lean in towards the speaker </li></ul><ul><li>Give encouragement </li></ul><ul><li>Take notes </li></ul><ul><li>Listen now, report later; plan to tell someone what you heard – you will remember it better. </li></ul><ul><li>Be present; watch the tendency of day dream. </li></ul><ul><li>Be a “whole Body” listener; listen with your ears, your eyes and your heart </li></ul><ul><li>Build a rapport by pacing the speaker; approximate the speaker’s gestures, expressions and voice patterns, to create a comfortable communication. </li></ul><ul><li>Control your emotions; if not they will prevent you from listening effectively. </li></ul><ul><li>Avoid distractions. </li></ul>
  12. 13. Blocks to Listening <ul><li>Not trained to listen </li></ul><ul><li>Outside distractions </li></ul><ul><li>Making interpretations and judgments </li></ul><ul><li>Wanting to speak and therefore interrupting </li></ul><ul><li>Preparing a reply whilst the other person is talking </li></ul><ul><li>Holding a different view </li></ul><ul><li>Hearing what you expect to hear rather than the intended message </li></ul><ul><li>Different backgrounds, cultures, experiences </li></ul><ul><li>Wrong, inappropriate language (eg: jargon) </li></ul><ul><li>Inconsistency between words and behavior (non-verbal) </li></ul><ul><li>Heard it all before – switch off </li></ul>
  13. 14. Reasons for Listening <ul><li>To be polite </li></ul><ul><li>To obtain precise information (directions, instructions) </li></ul><ul><li>Interest for the person or the topic </li></ul><ul><li>To help our understanding of the other person’s situation or idea </li></ul><ul><li>To find faults in what’s being said </li></ul><ul><li>For new ideas and approaches </li></ul>
  14. 15. Types of Listeners <ul><li>Appreciating </li></ul><ul><li>Empathizing </li></ul><ul><li>Comprehending </li></ul><ul><li>Discerning </li></ul><ul><li>Evaluating </li></ul>
  15. 16. Asking Questions <ul><li>Closed-Ended Questions </li></ul><ul><li>Open-Ended Questions </li></ul><ul><ul><li>HIGH GAIN QUESTIONS </li></ul></ul>
  16. 17. Brainteaser <ul><li>Unscramble the letters below to make the name of a place. </li></ul><ul><li>SDCBEEEHKRRAATOUIN </li></ul>Answer: Sheraton Dubai Creek
  17. 18. Body Language Body facing front and open posture show confidence Body turned away signifies rejection of what the other is saying Hands on hips indicate determination and ability to take control Direct gaze and broad smile show friendly attention. Indirect gaze is evasive Relaxed arms and legs show lack of tension Ear pulling indicates doubt Slight slumping shows lack of confidence
  18. 19. Body Language Hand on chin indicates appraisal Slight tilt of the head with friendly eye contact show listening with approval Eye contact and body leaning forward show alertness and readiness to assist the speaker Raised eyebrows indicates interest Gesturing with your hand adds emphasis Using a hand to gesture emphatically is one way of reinforcing a verbal point. One hand around the neck and the other around the waist show a need of reassurance Joined brow and closed eyes show doubt
  19. 20. Body Language Pen biting shows fear and lack of confidence The closed eyes and nose-pinching reveal inner confusion and conflict about what is being heard. Facing the person you are talking to shows you are not afraid to listen to what is said. Tilting your head shows you are listening. Break down the barriers by adopting other person’s pose and actions. Maintain eye contact with the other person You may convey anger by speaking harshly or sympathy by speaking softly
  20. 21. Skill Building Activity <ul><li>Working with 2 partners </li></ul><ul><li>1 manager, 1 associate, 1 observer </li></ul><ul><li>Review your role description </li></ul><ul><li>Plan and conduct the activity </li></ul><ul><li>Rate the interaction on the assessment sheet </li></ul><ul><li>Discuss the effectiveness of your interaction with the group. </li></ul>
  21. 22. Communicating the Wrong Message <ul><li>Conflicting body language </li></ul><ul><li>The way it was said </li></ul><ul><li>Tone of Voice </li></ul><ul><li>Communicator was not interested </li></ul>
  22. 23. Assessment
  23. 24. Questions ? ? ? ? ? ?
  24. 25. See You Next Module…