Communication

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Communication

  1. 1. COMMUNICATION and LISTENING Skills
  2. 2. OBJECTIVES • Define and understand the importance of effective communication • Identify and overcome the barriers to communication • Re-learn the skills of successful communication: active listening, responding, and making the message clear By the end of the module, the participants will be able to:
  3. 3. OUTLINE • Communication Fundamentals – 3 Basic Styles – Communication process • Barriers to Communication • Team Communication
  4. 4. COMMUNICATION FUNDAMENTALS What is Communication? What is Effective Communication? “You can’t not communicate. Everything you say or do or don’t say and don’t do sends a message to others” ~John Woods
  5. 5. ITS ESSENCES • Personal process • Occurs between people • Involves change in behavior • Expression of thoughts and emotions through words and actions • Means to influence others • Tool for controlling and motivating people • It is a social and emotional process
  6. 6. BASIC TYPES OF COMMUNICATION
  7. 7. Verbal and Non-verbal Communication • VOICE – Volume – Pitch – Tone – Clarity – Pace • BODY LANGUAGE – Posture – Gestures – Facial Expressions – Eye Contact
  8. 8. COMMUNICATION MODEL SENDER RECEIVERMEDIUM FEEDBACK MESSAGE
  9. 9. ACTIVITY PAINT ME A PICTURE
  10. 10. BARRIERS TO COMMUNICATION • Language • Quantity of information • Poor listening skills • Assumptions • Lack of trust • Emotional interference • Perceptions • Ourselves
  11. 11. Hearing versus Listening HEARING – physical process, natural, passive LISTENING – physical and mental process, active, a skill “Wisdom is the reward you get for a lifetime of listening when you have preferred to talk.” ~Doug Larson
  12. 12. VALUES OF LISTENING • Good listening reflects courtesy and good manners • Listening carefully would involve competence and performance • Listening is a positive activity • Good listening can improve social relations
  13. 13. SUPPORTIVE COMMUNICATION COACHING: giving advice, direction, information; focuses on abilities COUNSELLING: helping the person understand and resolve a problem by displaying understanding; focuses on attitude
  14. 14. Signs of Open Communication • Everyone is encouraged to speak • Disagreement is invited • Everyone is proactive
  15. 15. ACTIVITY PRESENTATION
  16. 16. ESSENTIALS OF COMMUNICATION DOs • Be open-minded • Listen to what is being said • Give feedback to what is being said • Use simple words and phrases • Take ownership of what you say • Take responsibility for making sure you are heard and understood • Be aware of body language/ Be sensitive • Touch only when appropriate
  17. 17. ESSENTIALS OF COMMUNICATION DON’Ts • Do not instantly react and mutter something in anger • Do not assume that everybody understands you • Do not interrupt • Do not jump into conclusion that you have understood everything • Do not speak only to impress anyone • Do not be threatening or judgmental • Do not overwhelm the person with more than can be handled
  18. 18. TEAM COMMUNICATION • In a team, you are ALL working towards the same goal. • If members have questions/issues about the goals, those can be addressed properly in order for the team to move forward. • If there are decisions to be made, everyone can be made aware of the decisions at hand. • If there is constant communication, the team will be more effective and efficient.
  19. 19. A closer look… 1. Information is shared within the team. 2. Team members will have knowledge. 3. Knowledge is power. 4. Sense of power gives members a sense of belonging and dedication. 5. Dedicated members will contribute more.
  20. 20. “To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others” ~ Anthony Robbin

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