This document discusses the importance of communication beyond just words. It notes that 7% of what is believed comes from what we say, 38% comes from how we say it, and 55% comes from what others see. Effective communication involves thought, emotion, and action. The key aspects of connection are seeing, hearing, understanding, and feeling. Nonverbal communication like gestures, expressions, and tone are very important. Leaders connect emotionally by making people feel something. Overall, effective communication requires integrating all these verbal and nonverbal elements while staying true to oneself.

1. COMMUNICATION GOES
Beyond
WORDS
Nguyen Ha Giang
Vice President of Talent Management

2. YOUR
ACTIONS
SPEAK SO
LOUDLY, I
CANT HEAR
YOUR
VOICE
What we say accounts for
…% of what is believed
What others see
accounts for …%
The way we say it
accounts for …%

3. YOUR
ACTIONS
SPEAK SO
LOUDLY, I
CANT HEAR
YOUR
VOICE
7%
38%
55%
What we say The way we say it What others see

4. THREE
ESSENTIAL
COMPONENTS
OF ALL
COMMUNI
-CATION
THOUGHT EMOTION ACTION
• Something I know but do not feel
dispassionate
• Something I know but do not do
theoretical
• Something I feel but do not know
unfounded
• Something I feel but do not do
hypocritical
• Something I do but do not know
presumptuous
• Something I do but do not feel
mechanical

5. HOW
COMMUNI
-CATION
REALLY
WORKS?
YOU CAN’T JUST
DELIVER WORDS
YOU HAVE TO BE
THE MESSAGE YOU
WANT TO DELIVER

6. 4 COMPONENTS OF CONNECTION
SEE HEAR
UNDERSTAND FEEL

7. WHAT PEOPLE SEE . CONNECT VISUALLY!
As a species, we remember 85 to 90% of what
we see but less than 15% of what we hear!
Eliminate
Personal
Distraction
Expand
your Range
of
Expression
Maintain
an Open
Gesture
Pay
Attention to
Your
Surrounding
1 2 3 4

8. WHAT PEOPLE UNDERSTAND . CONNECT INTELLECTUALLY!
YOUR SUBJECT
YOURSELF
WHEN YOU FIND YOURSELF,
YOU FIND YOUR AUDIENCE.

9. WHAT PEOPLE FEEL . CONNECT EMOTIONALLY!
“Great leaders win over the
hearts and minds of others.”
People will not
always
remember
WHAT YOU SAID
They will not
always
remember
WHAT YOU DID
But they will
always
remember
HOW YOU MADE
THEM FEEL!

10. WHAT PEOPLE HEAR . CONNECT VERBALLY!
WHAT WE SAY
HOW WE SAY IT
People response to the language we use!
Tone, inflection, timing, volume, pacing….

11. MY
COMMUNI-
CATION
CHECKLIST!
INTEGRITY: Did I try my best?
RELEVANCE: Did I understand
and relate to the audience?
VALUE: Did I add value to the
people?
APPLICATION: Did I give people a
game plan?
CHANGE: Did I make a different?
When you decide to serve OTHERS
instead of YOURSELF, your chance of
connecting increases dramatically!

12. PUTTING
IT ALL
TOGETHER!
Learn how to be YOURSELF!
“Your message must be
YOUR OWN! So must
your style!”
“The best speakers know
themselves and their
strengths.”

13. WHAT YOU ARE SPEAKS
SO LOUDLY…
…THAT I CAN’T HEAR
WHAT YOU SAY!