SlideShare a Scribd company logo

Communication skills

1 of 43
Download to read offline
1www.exploreHR.org
Developing EffectiveDeveloping Effective
Communication SkillsCommunication Skills
2www.exploreHR.org
ContentsContents
1. Basic Communication Principles
2. Communication Trilogy : Giving Good Information,
Gathering Good Information, and Building Mutual
Trust
3. Developing Assertive Communication Skills
4. Seven Positive Principles for Cooperative
Communication
5. Developing Active Listening Skills
If you find this presentation useful, please consider telling others
about our site (www.exploreHR.org)
3www.exploreHR.org
EffectiveEffective
CommunicationCommunication
Effective CommunicationEffective Communication
ProductiveProductive
RelationshipRelationship
4www.exploreHR.org
Our valuesOur values
The Success SequenceThe Success Sequence
Our BeliefsOur Beliefs
(self esteem(self esteem
and self image)and self image)
Our thoughtsOur thoughts
EffectiveEffective
CommunicationCommunication
5www.exploreHR.org
Our values,
beliefs, and
thoughts
The Success SequenceThe Success Sequence
What we say
and do
Results
Self-
fulfilling
prophecy
6www.exploreHR.org
We communicate to……We communicate to……
• Get information
• Motivate
• Cheat
• Praise
• Make arrangements
• Give advice
• Sell
• Greet
• Abuse
• Etc
Ad

Recommended

Communication skills
Communication skillsCommunication skills
Communication skillsZaini Ithnin
 
Interpersonal & influencing skills, David Rodgers, APM PMO SIG conference 2017
Interpersonal & influencing skills, David Rodgers, APM PMO SIG conference 2017Interpersonal & influencing skills, David Rodgers, APM PMO SIG conference 2017
Interpersonal & influencing skills, David Rodgers, APM PMO SIG conference 2017Association for Project Management
 
Dialogue for Organizational Performance
Dialogue for Organizational PerformanceDialogue for Organizational Performance
Dialogue for Organizational PerformanceConroy Fourie
 
Difficult Conversations Handouts
Difficult Conversations HandoutsDifficult Conversations Handouts
Difficult Conversations HandoutsNicole Williams
 
Feedback training visuals toolbox presentation
Feedback training visuals toolbox presentationFeedback training visuals toolbox presentation
Feedback training visuals toolbox presentationPeter Zvirinsky
 

More Related Content

What's hot

25 Ways to Influence Others
25 Ways to Influence Others25 Ways to Influence Others
25 Ways to Influence OthersBarb Phillips
 
Learning Feedback with LEGO - The Building Blocks of Giving and Receiving Fee...
Learning Feedback with LEGO - The Building Blocks of Giving and Receiving Fee...Learning Feedback with LEGO - The Building Blocks of Giving and Receiving Fee...
Learning Feedback with LEGO - The Building Blocks of Giving and Receiving Fee...Arthur Doler
 
Difficult conversations
Difficult conversationsDifficult conversations
Difficult conversationsDavina Sandhu
 
Dealing with difficult conversations at work
Dealing with difficult conversations at work Dealing with difficult conversations at work
Dealing with difficult conversations at work Richard Riche
 
Performance dialouge (shall we talk)
Performance dialouge (shall we talk)Performance dialouge (shall we talk)
Performance dialouge (shall we talk)waleed abdallah
 
Wood Badge - Listening To Learn
Wood Badge - Listening To LearnWood Badge - Listening To Learn
Wood Badge - Listening To LearnJohn Green
 
How to handle Difficult Conversations
How to handle Difficult ConversationsHow to handle Difficult Conversations
How to handle Difficult ConversationsDeepak Babu
 
Wood Badge - Communication
Wood Badge - CommunicationWood Badge - Communication
Wood Badge - CommunicationJohn Green
 
Personal Branding starts with Self-Development.
Personal Branding starts with Self-Development.Personal Branding starts with Self-Development.
Personal Branding starts with Self-Development.Katerina Kalantzi
 
Effective feedback
Effective feedbackEffective feedback
Effective feedbackBrent Hughes
 
Brian CosgroveProSpective Assessment
Brian CosgroveProSpective AssessmentBrian CosgroveProSpective Assessment
Brian CosgroveProSpective AssessmentBrian Cosgrove
 
Making Difficult Conversations Easier
Making Difficult Conversations EasierMaking Difficult Conversations Easier
Making Difficult Conversations EasierMostafa Ewees
 

What's hot (18)

What voice do you communicate in? By Al Diaz
What voice do you communicate in?   By Al DiazWhat voice do you communicate in?   By Al Diaz
What voice do you communicate in? By Al Diaz
 
25 Ways to Influence Others
25 Ways to Influence Others25 Ways to Influence Others
25 Ways to Influence Others
 
Learning Feedback with LEGO - The Building Blocks of Giving and Receiving Fee...
Learning Feedback with LEGO - The Building Blocks of Giving and Receiving Fee...Learning Feedback with LEGO - The Building Blocks of Giving and Receiving Fee...
Learning Feedback with LEGO - The Building Blocks of Giving and Receiving Fee...
 
Difficult conversations
Difficult conversationsDifficult conversations
Difficult conversations
 
Feedback
FeedbackFeedback
Feedback
 
Dealing with difficult conversations at work
Dealing with difficult conversations at work Dealing with difficult conversations at work
Dealing with difficult conversations at work
 
Performance dialouge (shall we talk)
Performance dialouge (shall we talk)Performance dialouge (shall we talk)
Performance dialouge (shall we talk)
 
Wood Badge - Listening To Learn
Wood Badge - Listening To LearnWood Badge - Listening To Learn
Wood Badge - Listening To Learn
 
How to handle Difficult Conversations
How to handle Difficult ConversationsHow to handle Difficult Conversations
How to handle Difficult Conversations
 
Wood Badge - Communication
Wood Badge - CommunicationWood Badge - Communication
Wood Badge - Communication
 
Personal Branding starts with Self-Development.
Personal Branding starts with Self-Development.Personal Branding starts with Self-Development.
Personal Branding starts with Self-Development.
 
Effective feedback
Effective feedbackEffective feedback
Effective feedback
 
Fred Kofman on Managing Conflict
Fred Kofman on Managing ConflictFred Kofman on Managing Conflict
Fred Kofman on Managing Conflict
 
Giving and receiving feedback - the methodology
Giving and receiving feedback - the methodologyGiving and receiving feedback - the methodology
Giving and receiving feedback - the methodology
 
Brian CosgroveProSpective Assessment
Brian CosgroveProSpective AssessmentBrian CosgroveProSpective Assessment
Brian CosgroveProSpective Assessment
 
After the interview
After the interviewAfter the interview
After the interview
 
Giving and Receiving Feedback: A New Imperative
Giving and Receiving Feedback: A New ImperativeGiving and Receiving Feedback: A New Imperative
Giving and Receiving Feedback: A New Imperative
 
Making Difficult Conversations Easier
Making Difficult Conversations EasierMaking Difficult Conversations Easier
Making Difficult Conversations Easier
 

Similar to Communication skills

1 communcation skills
1 communcation skills1 communcation skills
1 communcation skillsSALMAN SHAIKH
 
1 communcation skills
1 communcation skills1 communcation skills
1 communcation skillsSALMAN SHAIKH
 
1 communcation skills
1 communcation skills1 communcation skills
1 communcation skillsSALMAN SHAIKH
 
Communication skills ppt slides
Communication skills ppt slidesCommunication skills ppt slides
Communication skills ppt slidesYodhia Antariksa
 
Communication skills
Communication skillsCommunication skills
Communication skillsPrayudi
 
SDG&ECustomerAssistanceTraining
SDG&ECustomerAssistanceTrainingSDG&ECustomerAssistanceTraining
SDG&ECustomerAssistanceTrainingShannon Fricilone
 
Advocacy-vs-Inquiry-2015.pptx
Advocacy-vs-Inquiry-2015.pptxAdvocacy-vs-Inquiry-2015.pptx
Advocacy-vs-Inquiry-2015.pptxT.J. Elliott
 
Yummly Culture Deck - Our Recipes for Success
Yummly Culture Deck - Our Recipes for SuccessYummly Culture Deck - Our Recipes for Success
Yummly Culture Deck - Our Recipes for SuccessBrian Witlin
 
Measuring outsourced services for your success
Measuring outsourced services for your successMeasuring outsourced services for your success
Measuring outsourced services for your successConformato
 
Design Thinking Seminars
Design Thinking SeminarsDesign Thinking Seminars
Design Thinking SeminarsRodney Gagnon
 
Communication Hacks: Strategies for fostering collaboration and dealing with ...
Communication Hacks: Strategies for fostering collaboration and dealing with ...Communication Hacks: Strategies for fostering collaboration and dealing with ...
Communication Hacks: Strategies for fostering collaboration and dealing with ...All Things Open
 
Diffusing and managing workplace conflict
Diffusing and managing workplace conflictDiffusing and managing workplace conflict
Diffusing and managing workplace conflictExpoco
 
Coaching for optimal performance
Coaching for optimal performanceCoaching for optimal performance
Coaching for optimal performanceZaini Ithnin
 
Moving Your Business Forward with Diversity Equity and Inclusion Now - Kelly ...
Moving Your Business Forward with Diversity Equity and Inclusion Now - Kelly ...Moving Your Business Forward with Diversity Equity and Inclusion Now - Kelly ...
Moving Your Business Forward with Diversity Equity and Inclusion Now - Kelly ...JessKern
 
Hold Them Accountable
Hold Them AccountableHold Them Accountable
Hold Them AccountableDon Boice
 
Trust self and others
Trust self and othersTrust self and others
Trust self and othersThomas Morris
 
Confessions of a Former Chief HR Officer
Confessions of a Former Chief HR OfficerConfessions of a Former Chief HR Officer
Confessions of a Former Chief HR OfficerThe HR Observer
 
Articulating and using effective key messages
Articulating and using effective key messagesArticulating and using effective key messages
Articulating and using effective key messagesCharityComms
 
December 2019 | Ask a Leader Anything
December 2019 | Ask a Leader AnythingDecember 2019 | Ask a Leader Anything
December 2019 | Ask a Leader AnythingBeLeaderly.com
 

Similar to Communication skills (20)

1 communcation skills
1 communcation skills1 communcation skills
1 communcation skills
 
1 communcation skills
1 communcation skills1 communcation skills
1 communcation skills
 
1 communcation skills
1 communcation skills1 communcation skills
1 communcation skills
 
Communication skills ppt slides
Communication skills ppt slidesCommunication skills ppt slides
Communication skills ppt slides
 
Communication skills
Communication skillsCommunication skills
Communication skills
 
SDG&ECustomerAssistanceTraining
SDG&ECustomerAssistanceTrainingSDG&ECustomerAssistanceTraining
SDG&ECustomerAssistanceTraining
 
Advocacy-vs-Inquiry-2015.pptx
Advocacy-vs-Inquiry-2015.pptxAdvocacy-vs-Inquiry-2015.pptx
Advocacy-vs-Inquiry-2015.pptx
 
Yummly Culture Deck - Our Recipes for Success
Yummly Culture Deck - Our Recipes for SuccessYummly Culture Deck - Our Recipes for Success
Yummly Culture Deck - Our Recipes for Success
 
Measuring outsourced services for your success
Measuring outsourced services for your successMeasuring outsourced services for your success
Measuring outsourced services for your success
 
Commnication skills ppt
Commnication skills pptCommnication skills ppt
Commnication skills ppt
 
Design Thinking Seminars
Design Thinking SeminarsDesign Thinking Seminars
Design Thinking Seminars
 
Communication Hacks: Strategies for fostering collaboration and dealing with ...
Communication Hacks: Strategies for fostering collaboration and dealing with ...Communication Hacks: Strategies for fostering collaboration and dealing with ...
Communication Hacks: Strategies for fostering collaboration and dealing with ...
 
Diffusing and managing workplace conflict
Diffusing and managing workplace conflictDiffusing and managing workplace conflict
Diffusing and managing workplace conflict
 
Coaching for optimal performance
Coaching for optimal performanceCoaching for optimal performance
Coaching for optimal performance
 
Moving Your Business Forward with Diversity Equity and Inclusion Now - Kelly ...
Moving Your Business Forward with Diversity Equity and Inclusion Now - Kelly ...Moving Your Business Forward with Diversity Equity and Inclusion Now - Kelly ...
Moving Your Business Forward with Diversity Equity and Inclusion Now - Kelly ...
 
Hold Them Accountable
Hold Them AccountableHold Them Accountable
Hold Them Accountable
 
Trust self and others
Trust self and othersTrust self and others
Trust self and others
 
Confessions of a Former Chief HR Officer
Confessions of a Former Chief HR OfficerConfessions of a Former Chief HR Officer
Confessions of a Former Chief HR Officer
 
Articulating and using effective key messages
Articulating and using effective key messagesArticulating and using effective key messages
Articulating and using effective key messages
 
December 2019 | Ask a Leader Anything
December 2019 | Ask a Leader AnythingDecember 2019 | Ask a Leader Anything
December 2019 | Ask a Leader Anything
 

More from Remas Mohamed

أخطاء اللغة العربية المعاصرة عند الكتاب و الإذاعيين
أخطاء اللغة العربية المعاصرة عند الكتاب و الإذاعيينأخطاء اللغة العربية المعاصرة عند الكتاب و الإذاعيين
أخطاء اللغة العربية المعاصرة عند الكتاب و الإذاعيينRemas Mohamed
 
راحة البال والشباب
 راحة البال والشباب راحة البال والشباب
راحة البال والشبابRemas Mohamed
 
التنمية وجهًا لوجه
التنمية وجهًا لوجه   التنمية وجهًا لوجه
التنمية وجهًا لوجه Remas Mohamed
 
فن إدارة المواقف
فن إدارة المواقففن إدارة المواقف
فن إدارة المواقفRemas Mohamed
 
الذكاء العاطفي
الذكاء  العاطفي الذكاء  العاطفي
الذكاء العاطفي Remas Mohamed
 
حل المشاكل و إتخاذ القرارات
 حل المشاكل و إتخاذ القرارات حل المشاكل و إتخاذ القرارات
حل المشاكل و إتخاذ القراراتRemas Mohamed
 
سويولوجيا الجمهور السياسي و الديني
سويولوجيا الجمهور السياسي و الدينيسويولوجيا الجمهور السياسي و الديني
سويولوجيا الجمهور السياسي و الدينيRemas Mohamed
 
فن قراءة الافكار
فن قراءة الافكارفن قراءة الافكار
فن قراءة الافكارRemas Mohamed
 
الرؤوس المفخخة
الرؤوس المفخخة  الرؤوس المفخخة
الرؤوس المفخخة Remas Mohamed
 
إبراهيم الفقي البرمجة اللغوية العصبية
إبراهيم الفقي   البرمجة اللغوية العصبيةإبراهيم الفقي   البرمجة اللغوية العصبية
إبراهيم الفقي البرمجة اللغوية العصبيةRemas Mohamed
 
حرب الافكار
حرب الافكارحرب الافكار
حرب الافكارRemas Mohamed
 
Sampling and sample size determination
Sampling and sample size determinationSampling and sample size determination
Sampling and sample size determinationRemas Mohamed
 
مهارات حل المشكلات واتخاذ القرار
مهارات حل المشكلات واتخاذ القرارمهارات حل المشكلات واتخاذ القرار
مهارات حل المشكلات واتخاذ القرارRemas Mohamed
 
فن التعامل مع الناس
فن التعامل مع الناسفن التعامل مع الناس
فن التعامل مع الناسRemas Mohamed
 
A theory-of-public-diplomacy-
A theory-of-public-diplomacy-A theory-of-public-diplomacy-
A theory-of-public-diplomacy-Remas Mohamed
 
Communication Skills
Communication SkillsCommunication Skills
Communication SkillsRemas Mohamed
 

More from Remas Mohamed (20)

أخطاء اللغة العربية المعاصرة عند الكتاب و الإذاعيين
أخطاء اللغة العربية المعاصرة عند الكتاب و الإذاعيينأخطاء اللغة العربية المعاصرة عند الكتاب و الإذاعيين
أخطاء اللغة العربية المعاصرة عند الكتاب و الإذاعيين
 
راحة البال والشباب
 راحة البال والشباب راحة البال والشباب
راحة البال والشباب
 
التنمية وجهًا لوجه
التنمية وجهًا لوجه   التنمية وجهًا لوجه
التنمية وجهًا لوجه
 
فن إدارة المواقف
فن إدارة المواقففن إدارة المواقف
فن إدارة المواقف
 
الذكاء العاطفي
الذكاء  العاطفي الذكاء  العاطفي
الذكاء العاطفي
 
حل المشاكل و إتخاذ القرارات
 حل المشاكل و إتخاذ القرارات حل المشاكل و إتخاذ القرارات
حل المشاكل و إتخاذ القرارات
 
سويولوجيا الجمهور السياسي و الديني
سويولوجيا الجمهور السياسي و الدينيسويولوجيا الجمهور السياسي و الديني
سويولوجيا الجمهور السياسي و الديني
 
فن قراءة الافكار
فن قراءة الافكارفن قراءة الافكار
فن قراءة الافكار
 
الرؤوس المفخخة
الرؤوس المفخخة  الرؤوس المفخخة
الرؤوس المفخخة
 
الارهاب
 الارهاب الارهاب
الارهاب
 
Crisis management
Crisis managementCrisis management
Crisis management
 
إبراهيم الفقي البرمجة اللغوية العصبية
إبراهيم الفقي   البرمجة اللغوية العصبيةإبراهيم الفقي   البرمجة اللغوية العصبية
إبراهيم الفقي البرمجة اللغوية العصبية
 
حرب الافكار
حرب الافكارحرب الافكار
حرب الافكار
 
Sampling and sample size determination
Sampling and sample size determinationSampling and sample size determination
Sampling and sample size determination
 
مهارات حل المشكلات واتخاذ القرار
مهارات حل المشكلات واتخاذ القرارمهارات حل المشكلات واتخاذ القرار
مهارات حل المشكلات واتخاذ القرار
 
فن التعامل مع الناس
فن التعامل مع الناسفن التعامل مع الناس
فن التعامل مع الناس
 
Etiquette
EtiquetteEtiquette
Etiquette
 
hard v soft power
 hard v soft power hard v soft power
hard v soft power
 
A theory-of-public-diplomacy-
A theory-of-public-diplomacy-A theory-of-public-diplomacy-
A theory-of-public-diplomacy-
 
Communication Skills
Communication SkillsCommunication Skills
Communication Skills
 

Recently uploaded

Mirdula Suresh (AD21028) Self-Introduction
Mirdula Suresh (AD21028) Self-IntroductionMirdula Suresh (AD21028) Self-Introduction
Mirdula Suresh (AD21028) Self-Introductionmirdula3028
 
It is about small introduction about myself.pdf
It is about small introduction about myself.pdfIt is about small introduction about myself.pdf
It is about small introduction about myself.pdfchittrarasu3013
 
密苏里科技大学毕业证制作流程-美国学历学位认证如何办理
密苏里科技大学毕业证制作流程-美国学历学位认证如何办理密苏里科技大学毕业证制作流程-美国学历学位认证如何办理
密苏里科技大学毕业证制作流程-美国学历学位认证如何办理8cuw8kc0
 
ATHISH MA (811721243009)SELF INTRODUCTION
ATHISH MA (811721243009)SELF INTRODUCTIONATHISH MA (811721243009)SELF INTRODUCTION
ATHISH MA (811721243009)SELF INTRODUCTIONathish243105
 
Ambalatharasan self introduction assessment1.docx
Ambalatharasan self introduction assessment1.docxAmbalatharasan self introduction assessment1.docx
Ambalatharasan self introduction assessment1.docxgamef7614
 
SELF INTRODUCTION - - A.D.Dhivya ad21014
SELF INTRODUCTION - - A.D.Dhivya ad21014SELF INTRODUCTION - - A.D.Dhivya ad21014
SELF INTRODUCTION - - A.D.Dhivya ad21014addhivya3014
 
It is about small introduction about myself.pdf
It is about small introduction about myself.pdfIt is about small introduction about myself.pdf
It is about small introduction about myself.pdfsidduper6
 
Aravindh self introduction assessment 1.docx
Aravindh self introduction assessment 1.docxAravindh self introduction assessment 1.docx
Aravindh self introduction assessment 1.docxgamef7614
 
A D DHIVYA self Introduction ad21014 ,
A D DHIVYA  self Introduction ad21014 ,A D DHIVYA  self Introduction ad21014 ,
A D DHIVYA self Introduction ad21014 ,addhivya3014
 
Final Research Paper - Ahmed Salama - Robotic-Assisted Surgeries.docx
Final Research Paper - Ahmed Salama - Robotic-Assisted Surgeries.docxFinal Research Paper - Ahmed Salama - Robotic-Assisted Surgeries.docx
Final Research Paper - Ahmed Salama - Robotic-Assisted Surgeries.docxAhmedBassam18
 

Recently uploaded (10)

Mirdula Suresh (AD21028) Self-Introduction
Mirdula Suresh (AD21028) Self-IntroductionMirdula Suresh (AD21028) Self-Introduction
Mirdula Suresh (AD21028) Self-Introduction
 
It is about small introduction about myself.pdf
It is about small introduction about myself.pdfIt is about small introduction about myself.pdf
It is about small introduction about myself.pdf
 
密苏里科技大学毕业证制作流程-美国学历学位认证如何办理
密苏里科技大学毕业证制作流程-美国学历学位认证如何办理密苏里科技大学毕业证制作流程-美国学历学位认证如何办理
密苏里科技大学毕业证制作流程-美国学历学位认证如何办理
 
ATHISH MA (811721243009)SELF INTRODUCTION
ATHISH MA (811721243009)SELF INTRODUCTIONATHISH MA (811721243009)SELF INTRODUCTION
ATHISH MA (811721243009)SELF INTRODUCTION
 
Ambalatharasan self introduction assessment1.docx
Ambalatharasan self introduction assessment1.docxAmbalatharasan self introduction assessment1.docx
Ambalatharasan self introduction assessment1.docx
 
SELF INTRODUCTION - - A.D.Dhivya ad21014
SELF INTRODUCTION - - A.D.Dhivya ad21014SELF INTRODUCTION - - A.D.Dhivya ad21014
SELF INTRODUCTION - - A.D.Dhivya ad21014
 
It is about small introduction about myself.pdf
It is about small introduction about myself.pdfIt is about small introduction about myself.pdf
It is about small introduction about myself.pdf
 
Aravindh self introduction assessment 1.docx
Aravindh self introduction assessment 1.docxAravindh self introduction assessment 1.docx
Aravindh self introduction assessment 1.docx
 
A D DHIVYA self Introduction ad21014 ,
A D DHIVYA  self Introduction ad21014 ,A D DHIVYA  self Introduction ad21014 ,
A D DHIVYA self Introduction ad21014 ,
 
Final Research Paper - Ahmed Salama - Robotic-Assisted Surgeries.docx
Final Research Paper - Ahmed Salama - Robotic-Assisted Surgeries.docxFinal Research Paper - Ahmed Salama - Robotic-Assisted Surgeries.docx
Final Research Paper - Ahmed Salama - Robotic-Assisted Surgeries.docx
 

Communication skills

  • 2. 2www.exploreHR.org ContentsContents 1. Basic Communication Principles 2. Communication Trilogy : Giving Good Information, Gathering Good Information, and Building Mutual Trust 3. Developing Assertive Communication Skills 4. Seven Positive Principles for Cooperative Communication 5. Developing Active Listening Skills If you find this presentation useful, please consider telling others about our site (www.exploreHR.org)
  • 4. 4www.exploreHR.org Our valuesOur values The Success SequenceThe Success Sequence Our BeliefsOur Beliefs (self esteem(self esteem and self image)and self image) Our thoughtsOur thoughts EffectiveEffective CommunicationCommunication
  • 5. 5www.exploreHR.org Our values, beliefs, and thoughts The Success SequenceThe Success Sequence What we say and do Results Self- fulfilling prophecy
  • 6. 6www.exploreHR.org We communicate to……We communicate to…… • Get information • Motivate • Cheat • Praise • Make arrangements • Give advice • Sell • Greet • Abuse • Etc
  • 7. 7www.exploreHR.org Verbal, vocal and visualVerbal, vocal and visual Verbal :Verbal : The message that we deliver Vocal :Vocal : The voice that we convey Visual :Visual : Our body language CommunicationCommunication
  • 8. 8www.exploreHR.org Studies tell 70 % of mistakes in theStudies tell 70 % of mistakes in the workplace are a direct result of poorworkplace are a direct result of poor communication…..communication…..
  • 9. 9www.exploreHR.org Causes of Communication Difficulties:Causes of Communication Difficulties: • Lack of information and knowledge • Not explaining priorities or goals properly • Not listening • Not understanding fully and fail to ask questions • Mind made up, preconceived ideas
  • 10. 10www.exploreHR.org Causes of Communication Difficulties:Causes of Communication Difficulties: • Not understanding others’ needs • Not thinking clearly, jumping to conclusions • Bad mood • Failure to explore alternatives
  • 11. 11www.exploreHR.org Communication failures can cause…..Communication failures can cause….. • Loss of business • Mistakes, inefficiencies • Lowered productivity • Poor coordination and cooperation • Damaged personal or company image • Frustration, hostility
  • 12. 12www.exploreHR.org Communication failures can cause…..Communication failures can cause….. • Dissatisfaction with others • Lowered morale • Loss of team spirit • High employee turnover • Conflict and arguments • Drop in self esteem and confidence • Loss of friendship
  • 13. 13www.exploreHR.org • Premature evaluation • Prejudice • Inattention • Stereotyping • Assumption • Generalizing • Poor listening skills • Fixed ideas • Preconceptions • Ignoring or distorting information contrary to our beliefs Some Common Communication FiltersSome Common Communication Filters
  • 14. 14www.exploreHR.org Everything we do is communicationEverything we do is communication The way we begin our message often determinesThe way we begin our message often determines the outcome of the communicationthe outcome of the communication The way message is delivered always effects theThe way message is delivered always effects the way message is receivedway message is received Basic Communication PrinciplesBasic Communication Principles
  • 15. 15www.exploreHR.org The real communication is the message received,The real communication is the message received, not the message intendednot the message intended Communication is two way street – we have toCommunication is two way street – we have to give as well as gathergive as well as gather Basic Communication PrinciplesBasic Communication Principles
  • 16. 16www.exploreHR.org Give goodGive good informationinformation Gather goodGather good informationinformation MutualMutual respectrespect Communication TrilogyCommunication Trilogy
  • 17. 17www.exploreHR.org Six C of giving good informationSix C of giving good information Give Good InformationGive Good Information ClearClear ConciseConcise CourteousCourteousCompleteComplete CorrectCorrect ConcreteConcrete
  • 18. 18www.exploreHR.org Give Good InformationGive Good Information • Use precise, memorable and powerful wordsUse precise, memorable and powerful words • Support your words with visual aidsSupport your words with visual aids • Give demonstrationGive demonstration • Provide examples/metaphors/analogiesProvide examples/metaphors/analogies • Use the other person “language”Use the other person “language” When giving information………When giving information………
  • 19. 19www.exploreHR.org 7 Positive Principles for7 Positive Principles for Cooperative CommunicationCooperative Communication 1. Soften the ‘you’s or change the into “I” to avoid soundingavoid sounding pushypushy • Instead of : ‘You’ll have to….’, say ‘Could you….’ Or ‘Would you be able to….’ 2.2. Focus on the solutionFocus on the solution, not the problem • Instead of ‘We’re out of mild….’, say ‘I will pop down the shop for some milk’.
  • 20. 20www.exploreHR.org 7 Positive Principles for7 Positive Principles for Cooperative CommunicationCooperative Communication 3. Turn can’ts into canscan’ts into cans • Instead of ‘We can’t do that until next week’, say ‘We’ll be able to do that next week’. 4.4. Take responsibilityTake responsibility – don’t lay blame • Instead if ‘It’s not my fault’, say ‘Here’s what I can do to fox that’.
  • 21. 21www.exploreHR.org 7 Positive Principles for7 Positive Principles for Cooperative CommunicationCooperative Communication 5.5. Say what do you wantSay what do you want, not what you don’t want • Instead of ‘Don’t; drive too fast’, say ‘Drive carefully’ 5.5. Focus on the futureFocus on the future, not the past • Instead of “I’ve told you before not to……, say ‘From now on…….” 5.5. Share informationShare information rather than argue or accuse • Instead of ‘No, you’re wrong’, say ‘I see it like this….’
  • 22. 22www.exploreHR.org Assertive CommunicationAssertive Communication • Make statements that are honest, clear, brief, and to the point • Use “I” statement : I’d like, I appreciate, I think • Distinguish between fact and opinion • Ask, don’t tell • Offer improvement suggestions, not advice and commands Verbally,Verbally, assertiveassertive people :people :
  • 23. 23www.exploreHR.org Assertive CommunicationAssertive Communication Verbally,Verbally, assertiveassertive people :people : • Offer constructive criticism, free of blame, assumptions, and ‘shoulds’ • Ask questions to find out the thoughts and feelings of others • Respect the rights of others as well as their own rights • Communicate mutual respect where the needs of two people conflict, and look for mutually acceptable solutions
  • 24. 24www.exploreHR.org Assertive CommunicationAssertive Communication NonNon Verbally,Verbally, assertiveassertive people :people : • Make appropriate eye contact • Sit or stand firmly and comfortably erect • Gesture openly to support their comments • Speak in a clear, steady, firm tone of voice
  • 25. 25www.exploreHR.org Assertive CommunicationAssertive Communication NonNon Verbally,Verbally, assertiveassertive people :people : • Maintain open, steady, relaxed facial expressions, smiling when pleased, frowning when angry • Speak a steady, even pace, emphasizing key words, with few awkward hesitations
  • 26. 26www.exploreHR.org Manage your body languageManage your body language • Sit or stand at right angles and on the same level, and respect people’s personal space zones • Use open gestures and body language • Center your attention exclusively on the other person • Lean slightly forward to show interest; a bit further forward to apply pressure, slightly back to reduce pressure
  • 27. 27www.exploreHR.org Manage your body languageManage your body language • Maintain appropriate eye contact while listening to encourage the speaker; increase eye contact to apply pressure; reduce it to lower pressure • Respond appropriately by basing your responses on what the other person has just said • Be relaxed and balanced to make relaxed and open communication easier
  • 28. 28www.exploreHR.org Gather Good Information withGather Good Information with your EARsyour EARs EE – explore by asking questions AA – affirm to show you’re listening RR – reflect your understanding SS – silence, listen some more
  • 29. 29www.exploreHR.org Exploring QuestionsExploring Questions Open Questions Open questions yield lots of information because they allow a person to explain what is most important or interesting and encourage elaboration. Probing Questions Probing questions are those that relate to the topic we want to explore further. They encourage the speaker to flesh out the details.
  • 30. 30www.exploreHR.org Closed vs. Open QuestionsClosed vs. Open Questions When did that happen? What led up to that? Was your trip successful? What did you manage to accomplish on your trip? Did you like the candidate? In what ways do you think that candidate meets our need? Did you have a good meeting? What happened at the meeting?
  • 31. 31www.exploreHR.org Some Probing QuestionsSome Probing Questions • Can you be more specifics? • Can you give me an example of that? • What happened then? • For instance? • How does this affect you? • What might cause that, do you think? • Can you fill me in on the details?
  • 32. 32www.exploreHR.org Active ListeningActive Listening Giving undivided attention to a speaker in a genuine effort to understand the speaker's point of view. This involves giving them your full attention and the use of verbal encouragers such as “Yes”, “Aha” and “Mmm”. It also includes non-verbal acknowledgements such as nodding, smiling and body language. Active Listening
  • 33. 33www.exploreHR.org Benefits of Active ListeningBenefits of Active Listening 1. It forces people to listen attentively to others 2. It avoids misunderstandings, as people have to confirm that they do really understand what another person has said 3. It tends to open people up, to get them to say more
  • 34. 34www.exploreHR.org 5 Active Listening Skills5 Active Listening Skills • Paraphrasing meanings:Paraphrasing meanings: Translate into your own words what the speaker has said • Reflecting feelings:Reflecting feelings: when someone is expressing emotion or feelings or looks emotional (upset, angry, excited), convey your empathy and encourage the speaker to continue • Reflecting factsReflecting facts: briefly summarize the content, or factual aspects, of what the speaker has said.
  • 35. 35www.exploreHR.org 5 Active Listening Skills5 Active Listening Skills • Synthesizing:Synthesizing: blend several ideas of the speaker into one theme or idea. • Imagining out loud:Imagining out loud: imagine what it must be like to be in the speaker’s place
  • 36. 36www.exploreHR.org To listen more effectively…..To listen more effectively….. Attend physicallyAttend physically – the right body language helps us to focus on the speaker and encourages the speaker to give us more information. Attend mentallyAttend mentally – follow the speaker’s flow of thought, listen to understand, not evaluate; listen first, then assess Check it verballyCheck it verbally – paraphrase, clarify, probe further, summarize your understanding
  • 37. 37www.exploreHR.org Bad Habits of Poor ListenersBad Habits of Poor Listeners • Interrupting • Jumping to conclusions • Finishing others’ sentences for them • Frequently (and often abruptly) changing the subject • Inattentive body language • Not responding to what others have said • Failing to ask questions and give feedback
  • 38. 38www.exploreHR.org Good Habits of Effective ListenersGood Habits of Effective Listeners • Looking at the speaker in order to observe body language and pick up subtle nuances of speech • Asking questions • Giving speakers time to articulate their thoughts • Letting people finish what they are saying before giving their opinion • Remaining poised, calm, and emotionally controlled • Looking alert and interested • Responding with nods and ‘uh-uhms’.
  • 39. 39www.exploreHR.org When receiving/listening feedbackWhen receiving/listening feedback • Listen, don’t resistListen, don’t resist • Keep calmKeep calm and keep breathing • Let your body language show you areyou are receptivereceptive • Ask questionsAsk questions to make sure you’ve understood • Don’t be overlyDon’t be overly sensitivesensitive, self protective or cavalier Receiving feedback
  • 40. 40www.exploreHR.org When receiving/listening feedbackWhen receiving/listening feedback Receiving feedback • Does the person offering feedback know what they’re talking aboutknow what they’re talking about? • What other information do you haveother information do you have that supports the feedback? • If you’re tempted to ignore it, do you have evidence that contradicts theevidence that contradicts the feedbackfeedback?
  • 41. 41www.exploreHR.org When receiving/listening criticismWhen receiving/listening criticism • Make sure your self image stays positiveself image stays positive. • Mentally examine your critic’s intentions so you will know howhow best to deal with the informationbest to deal with the information. • Filter the criticismFilter the criticism. Strain out emotion and find the facts. Then you can respond to the useful information. • Ask questionsAsk questions until you understand what the speaker is trying to tell you. • Don’t make excuseDon’t make excuse. Listen to understand. • Focus on the futureFocus on the future : what can you do to improve?
  • 42. 42www.exploreHR.org Recommended Further Readings: 1. Kris Cole, Crystal Clear Communication : Skills for Understanding and Being Understood, Synergy Books International 2. David A. Whetten and Kim S. Cameron, Developing Management Skills, Harpers Collins Publisher.