Effective communication skills


Published on

Sayed eltaweel, Egypt

Published in: Business

Effective communication skills

  1. 1. Effective Communication Skills Effective Communication Skills Sayed Eltaweel01/28/13 By: Sayed Eltaweel 1
  2. 2. Introduce your colleague- Name :- Occupation:- Family- Two common things: 01/28/13 By: Sayed Eltaweel 2
  3. 3. Learning Principles •Learners Tend to Remember:So:Any Training without a successful implementation plan is useless.Any implementation plan without a successful follow- up is useless Do not say “ I know this ” Rather say “ Do I do this ? ” 01/28/13 By: Sayed Eltaweel 3
  4. 4. Course Outlines:Understanding Communication •Communication Model •Communication Channels •Communication Facts •Communication GoalsCommunication BarriersActive Listening SkillsEffective Questioning SkillsTypes Of Communication •Face-to-face communication •Meetings and Presentations communication •Written And (Email) communication •Telephone communicationSummaryAction Plan 01/28/13 By: Sayed Eltaweel 4
  5. 5. Course Objectives: By the end of the Course , participants should be able to :• List the five elements for the basic communication model• Identify communications channels• List three of communication facts and three of communication goals• Identify Communication barriers• Identify how to practise Active listening with others• List the two types of questions and when to use any of them• List the do’s and don’ts for the different types of communication and when to use any of them 01/28/13 By: Sayed Eltaweel 5
  6. 6. Module 1:Understanding Communication 01/28/13 By: Sayed Eltaweel 6
  7. 7. Communication Model Feedback Message senderreceiver Channel SENDER RECEIVER Distortion“Named Effective when the ideas from your mind are transferred to another’s and arrive correct, complete, and fully understood” 01/28/13 By: Sayed Eltaweel 7
  8. 8. Communication Channels(1)Verbal Communication channel: 7%(What we say) - the words(2)Non Verbal Communication channel: 93% ( how we say it) - Visual: 55% ( clothes – body language - Eyes – smile - emotions – CAPS –ink - paper ..) - Vocal: 38% ( tone – speed – music – silence ,…..) 01/28/13 By: Sayed Eltaweel 8
  9. 9. Body Language: I Demand One 01/28/13 By: Sayed Eltaweel 9
  10. 10. 01/28/13 By: Sayed Eltaweel 10
  11. 11. Communication FactsStudies tell 70 % of mistakes in the workplace are a directresult of poor communication…..The average employee receives about 190 communications a day by (paper, voicemail, email, phone, etc.)We spend 85% of day time in communication, are yousuccessful in 85% of your day timeCommunication skills are a part from the human behavior canbe acquired and improved by learning and training throughour life . 01/28/13 By: Sayed Eltaweel 11
  12. 12. Communication Goalswhy we communicate To change behavior and motivate people To get and give To get action Information To ensure To persuade understanding -Negotiation - selling - marketing 01/28/13 By: Sayed Eltaweel 12
  13. 13. Module 2: Communication Barriers01/28/13 By: Sayed Eltaweel 13
  14. 14. Communication Barriers1. Physical barriers Physical barriers in the workplace include:• closed office doors, separate areas for people of different status• large working areas or working in one unit that is physically separate from others.• an uncomfortable meeting place, and noise .2. Perceptual barriers• The problem with communicating with others is that we all see the world differently. If we didnt, we would have no need to communicate: ( learning, religion, education and so on) 01/28/13 By: Sayed Eltaweel 14
  15. 15. 01/28/13 By: Sayed Eltaweel 15
  16. 16. 01/28/13 By: Sayed Eltaweel 16
  17. 17. 3. Emotional barriers• One of the chief barriers to open and free communications is the emotional barrier. It is comprised mainly of fear, mistrust, Shyness ,Mood and suspicion.4. Cultural barriers• People from different cultures has different beliefs5. Language barriers• Language that describes what we want to say in our terms may 01/28/13 By: Sayed Eltaweel 17
  18. 18. FUZZY MEANINGS ( Exercise )Please give a percentage % for the meaning of the followingwords , or expressions : % Often Always Sometimes Never Usually Seldom ‫نادرا‬ A lot Most of the time Occasionally Frequently ‫كثيرا‬ 01/28/13 By: Sayed Eltaweel 18
  19. 19. 6. Gender barriers• There are distinct differences between the speech patterns in a man and those in a woman. A woman speaks between 22,000 and 25,000 words a day whereas a man speaks between 7,000 and 10,000. In childhood, girls speak earlier than boys and at the age of three, have a vocabulary twice that of boys.• The reason for this lies in the wiring of a mans and womans brains. When a man talks, his speech is located in the left side of the brain but in no specific area. When a woman talks, the speech is located in both hemispheres and in two specific locations.• This means that a man talks in a linear, logical and compartmentalized way, features of left-brain thinking; whereas a woman talks more freely mixing logic and emotion, features of both sides of the brain. It also explains why women talk for much longer than men each day. 01/28/13 By: Sayed Eltaweel 19
  20. 20. 7. Interpersonal barriersA. COMMUNICATOR’S WEAKNESSES: Inappropriate tone Lack of sufficient knowledge Poor listening Lack of preparation Prejudice /Judging Wrong channelB. RECEIVER’S WEAKNESSES Not paying attention Unfamiliarity with subject Prejudice Don’t concentrate on “receiving” . Absorb some information and assume the rest. 01/28/13 By: Sayed Eltaweel 20
  21. 21. Module 3: Active Listening Skills01/28/13 By: Sayed Eltaweel 21
  22. 22. The importance of Listening:• Listening is one of the most important Communication skills you can have.• How well you listen has a major impact on your job effectiveness, and on the quality of your relationships with others.• bad listening causes most of the distortion for communication and it is responsibility for both SENDER and RECEIVER Some people think that “Communication” is “One Way” i.e. Sending Only NO “Communication” is “Two Ways” i.e. Sending & Receiving - Talking & Listening 01/28/13 By: Sayed Eltaweel 22
  23. 23. Bad Listening habits:  Criticize  Diagnose what was said  Jump to conclusions  Give solutions quickly  Change the subjectRemember that you have two ears and one mouth“The wiser the person the less they speak and the more they listen.” 01/28/13 By: Sayed Eltaweel 23
  24. 24. Active Listening Habits There are five key elements of active listening.1. Pay attention.2. Show that you are listening.3. Provide feedback.  Reflect what has been said by paraphrasing.  Ask questions to clarify  Summarize the speaker’s comments periodically.4. Defer judgment. Interrupting is a waste of time. It frustrates the speaker and limits full understanding of the message.  Allow the speaker to finish.  Don’t interrupt with counter-arguments. 01/28/13 By: Sayed Eltaweel 24
  25. 25. 5- Respond Appropriately. Active listening is a model for respect and understanding. You are gaining information and perspective. You add nothing by attacking the speaker or otherwise putting him or her down.  Be candid, open, and honest in your response.  Assert your opinions respectfully.  Treat the other person as he or she would want to be treated.Remember:Listen to understand not to respondWait for your turn to talkDo not think about your reply before the other person has finished talking 01/28/13 By: Sayed Eltaweel 25
  26. 26. 01/28/13 By: Sayed Eltaweel 26
  27. 27. Module 4: Developing Effective Questioning Skills01/28/13 By: Sayed Eltaweel 27
  28. 28. Two basic types of questions1. Closed-ended questions: – Get a one-word response and inhibit thought. – Questions begin with who, when and which2. Open-ended questions: – Invite unique thought, reflection or an explanation. – Questions begin with how, what and how come . 01/28/13 By: Sayed Eltaweel 28
  29. 29. Asking Tips• Talk less but ask more.• Analyze your questions.• Reduce the number of questions that can be answered by only "yes" or "no."• Ask more questions to discover others.• Do not stop the discussion with the right answer.• Avoid asking multiple questions at the same time. 01/28/13 By: Sayed Eltaweel 29
  30. 30. • When you ask a relevant question it shows that you are actively listening and concentrating on the conversation.• You start any relation by asking• Appropriate questioning helps you to establish a conversation, move it forward.• Questions is one of the keys for learning‫أحد العلماء ) ما سألني أحد إل وعلمت أفقيه هو أم‬ • (‫غير فقيه‬ ‫• حسن السؤال نصف العلم‬ 01/28/13 By: Sayed Eltaweel 30
  31. 31. TYPES OF COMMUNICATION01/28/13 By: Sayed Eltaweel 31
  32. 32. Module 5: Face to Face01/28/13 By: Sayed Eltaweel 32
  33. 33. The Benefits (face-to-face)• Opens two-way communication• Allows for immediate response to questions, misinterpretations, feedback, etc.• Takes advantage of voice and body language 01/28/13 By: Sayed Eltaweel 33
  34. 34. The Do’s and Don’ts (face-to-face) • DO -- give people your undivided attention -- listen, really listen, give full attention • DO -- give people honest, direct and comprehensive information • DO -- treat people’s ideas and concerns as critical and serious - EMPOWER THEM 01/28/13 By: Sayed Eltaweel 34
  35. 35. Face-to-Face cont…..• DON’T -- tell people “what”, tell them “why, how, and the larger picture”• DON’T -- make the conversation one-way. Invite responses -- discuss and debate• DON’T -- answer the phone or take a call when someone is in your office• DON’T -- wait too long to ask for (or to give) feedback, gather information immediately• DON’T -- hold back bad news. Treat people as intelligent adults, they want to hear the truth 01/28/13 By: Sayed Eltaweel 35
  36. 36. Module 6:MEETINGS & PRESENTATIONS 01/28/13 By: Sayed Eltaweel 36
  37. 37. Why Meet?The primary reason for meetings are to share or brainstorm information or to develop action steps toward accomplishing a goal 01/28/13 By: Sayed Eltaweel 37
  38. 38. Making Meetings Work1. Make an agenda and stick to it. Send it out before the meeting, if possible2. Be clear about the reasons for and goals of the meeting3. Have a facilitator -- either a professional or ask someone at the meeting to step into this role4. Watch the time -- do not overrun – keep the agenda flowing5. Add humor, allow for laughter, have fun -- it makes for a much more productive meeting 01/28/13 By: Sayed Eltaweel 38
  39. 39. Making Meetings Work cont….6. Allow for conflict but deal with it immediately7. Maintain control of the meeting at all times. Don’t get off track8. Eliminate attendees’ behaviors that are disruptive9. Allow for questions, be prepared to answer them10. Wrap the meeting up with what was accomplished and action items 01/28/13 By: Sayed Eltaweel 39
  40. 40. Meeting “Killers” -- why they fail • Poor Preparation • Ignored agenda • Poor time management • Lack of participation • Strong personalities • Lack of leadership • Lack of humor and fun • No/poor closing 01/28/13 By: Sayed Eltaweel 40
  41. 41. Presentation Outline• Title• 1. Outlines• 2. Objective• 3. Introduction• 4. Structure a. Key Points (in order of presentation) b. Reinforcement (supporting data evidence, details etc.)• 5. Conclusion (Summary)• 6. Questions 01/28/13 By: Sayed Eltaweel 41
  42. 42. 01/28/13 By: Sayed Eltaweel 42
  43. 43. Which is the odd one out? 01/28/13 By: Sayed Eltaweel 43
  44. 44. Module 7: WRITTEN AND (EMAIL)01/28/13 By: Sayed Eltaweel 44
  46. 46. The Benefits (written)• Creates a permanent record• Allows you to store information for future reference• Easily distributed• All recipients receive the same information• Necessary for legal and binding documentation 01/28/13 By: Sayed Eltaweel 46
  47. 47. DO’s and DON’Ts (written)• DO -- realize it is not read as soon as it is received• DO -- make sure that there is enough time to prepare and send, and for the recipient to receive and digest• DO -- assess writing skills, if poor -- get help• DO -- outline key points before producing a draft• DO -- always draft a written piece and then reduce all unnecessary language -- be brief• DO -- proof-read very carefully before any document is distributed 01/28/13 By: Sayed Eltaweel 47
  48. 48. Do’s and Don’ts (written) cont...• DON’T -- use this form of communication if writing is full of errors -- this reflects poorly on the writer• DON’T -- use if communication is time sensitive. If immediate feedback is necessary -- use email 01/28/13 By: Sayed Eltaweel 48
  49. 49. Is it clear? Have you hit your target? In written communication most confusion & frustration are caused by failing to be specific ….. Make it clear, brief and concise.. 01/28/13 By: Sayed Eltaweel 49
  50. 50. EMAILEmail is now the dominant method of communicating in business. It is quick, inexpensive, flexible and convenient But it could be a time-bomb USE WITH CARE…. 01/28/13 By: Sayed Eltaweel 50
  51. 51. The Benefits (email)• Can be sent and received any time• Very time effective, can be sent and received within seconds• Cost effective -- no paper, no stamps, no costs -- yet(?)• Allows for direct access to others• Messages can be saved and stored 01/28/13 By: Sayed Eltaweel 51
  52. 52. Do’s and Don’ts (email)• DO -- always begin your email with a salutation and the person’s name -- a date is a good idea as well• DO -- always close the email with a closing sentence and your name• DO -- in the subject line write a brief and clear reference to your topic 01/28/13 By: Sayed Eltaweel 52
  53. 53. Do’s and Don’ts (email) cont...• DO -- consider the order of the recipients -- be sensitive to organizational hierarchy• DO -- limit the number of attachments• DO -- consider the purpose of the email -- why is it being written in the first place?• DO -- consider alternatives -- phone, voice mail, note, etc. can be more appropriate 01/28/13 By: Sayed Eltaweel 53
  54. 54. Do’s and Don’ts (email) cont...• DON’T -- Send the entire email when replying. Only send the part that is essential• DON’T -- Be too blunt -- email is the coldest form of communications. Watch the tone. Be friendly but polite• DON’T -- Write an email longer than two screens -- it probably won’t be read 01/28/13 By: Sayed Eltaweel 54
  55. 55. Do’s and Don’ts (email) cont...• DON’T -- use “CAPS” for emphasis in the body of the email. It looks and “sounds” angry• DON’T -- use an automatic signature with every email. Use only in your initial email, not when replying to a message Exercise: writing an email message 01/28/13 By: Sayed Eltaweel 55
  56. 56. Module 8: TELEPHONE01/28/13 By: Sayed Eltaweel 56
  57. 57. Benefits (telephone)• Immediate access to audience• Communication is direct and timely• Takes advantage of tone of voice and language• Allows for immediate response to questions, feedback, etc. 01/28/13 By: Sayed Eltaweel 57
  58. 58. Tips for telephone• Before placing a call write down key points you want to cover• Give undivided attention when speaking on the phone• Try to return calls immediately, if someone is calling -- it must be important to them• Avoid calling when angry, be friendly and helpful Ex: Mirror 01/28/13 By: Sayed Eltaweel 58
  59. 59. Remember:The most important 6 words “I admit I made a mistake”The most important 5 words “You did a good job”The most important 4 words “what is your opinion?”The most important 3 words “Would you please”The most important 2 words “Thank you”The most important 1 words “We”The least important 1 words “I” 01/28/13 By: Sayed Eltaweel 59
  60. 60. Summary1. Respect others.2. Listen.  Clarifying.  Repeating.  Reflecting feelings.3. Think before responding.4. Avoid malicious gossip.5. Develop an appropriate speaking style and body language.Radiate energy, enthusiasm, friendliness, Smile, competence and confidence. Avoid grimaces, rolling your eyes and fidgeting. Sit erect. Stand tall, shoulders back. Develop a powerful handshake. 01/28/13 By: Sayed Eltaweel 60
  61. 61. 6. Be assertive.7. Recognize and respect differences.8. Give praise.9. Offer constructive feedback.10. Keep information flowing. 01/28/13 By: Sayed Eltaweel 61
  62. 62. Effective Communication Skills01/28/13 By: Sayed Eltaweel 62
  63. 63. ‫‪Where to Get More Information‬‬ ‫•‬ ‫‪Internet‬‬ ‫•‬ ‫)دع القلق وأبدأ الحياة ) ديل كارنييجي‬ ‫•‬ ‫التحديات السبعة للتواصل مع الناس بفاعلية‬ ‫•‬ ‫)جدد حياتك ) محمد الغزالى‬ ‫31/82/10‬ ‫‪By: Sayed Eltaweel‬‬ ‫36‬
  64. 64. 01/28/13 By: Sayed Eltaweel 64