This document provides guidance on effective communication skills. It begins by outlining intentions to improve communication effectiveness through self-awareness, style adjustment, and barrier removal. It then lists agreements for participants to focus on the session. Later sections explain that body language conveys most meaning, identify potential barriers, and emphasize listening skills. Top tips include ensuring the intended message is received, using definitive not vague language, asking questions, and listening above all else. The goal is for attendees to enhance productivity and effectiveness through powerful communication.

1. Welcome to:
Powerful Communications:
Improving Productivity and Effectiveness

2. Intentions
 Know What Makes Communication Effective
 Use Self-Awareness To Improve Your Communications
Skills
 Adjust Your Communication Style
 Identify And Remove Barrier To Communication
 Use Questions
 Listen Effectively

3. Agreements
 Turn off mobile phones and all other means of
communication with the outside world.
 Be fully present – mentally and physically.
 Participate fully - complete all exercises.
 Be crisp and to the point.
 Be open and forthright.
 Share personal stories, not private ones.
 Have fun.

4. Effective Communication

5. Communication Components
Communication
Body Language
57%
Tone, Volume,
Rate, Pitch
36%
Words
7%

6. Barriers To Communication
•Varying meanings •Lack of fundamental
knowledge
•Differences in perception*
•Lack Of Context*
•Filtering
•Hidden agendas
•Preconceived notions
•Poor organisation of ideas
•Assumptions
•Lack of verbal skills
•Lack of interest
•Status, power and authority
•Mind wandering
•Communication overload
•Emotions (hostility, fear,
defensiveness)* •Technical terminology
•Personality/appearance •Jargon/slang*
•Physical distraction •Language*
•Poor listening skills(#1)*

7. Emotional Barriers

8. Golden Rule of Communication
Listen, Listen, Listen -
Always Check Where You Are
Listening From

9. Listening Do’s and Don’ts
DO
 Listen for facts, feelings and new
opportunities
 Check that you understand
 Take notes on important facts
 Take steps to avoid interruptions
 Use the other person’s name
DON'T
 Fake attention
 Let the other person’s emotional reaction block
you from understanding them
 Interrupt or finish the People’s sentences

10. Powerful Communication
Top 10 Tips
 Effective communication occurs when the message is received
as intended.
 It’s not just what you say, but how you say it (Tone, Pitch,
Volume, Rate) and your body language.
 It’s not about YOU.
 Context is the required foundation for what you are
communicating.
 Avoid using: Look, Listen, Honestly, Abusive Words, and/or
Unfortunately.

11. Powerful Communication
Top 10 Tips
 Use definitive language as opposed to vague language.
 NO jargon.
 Be aware of your perceptions.
 Use questions.
 LISTEN, LISTEN, LISTEN!

12. Thanks for attending!
Lou Markstrom
lou.markstrom@ddls.com.au

13. Australia’s leading IT Technical Training, Certification and
Professional Development provider enabling customers to
successfully deploy technology, effectively manage
processes and deliver quality service.
www.ddls.com.au