2. OBJECTIVES TO.....
• understand what causes barriers to communication
• know how to overcome those barriers
• understand the keys to communication
• know how create rapport quickly
• understand how to work with others view of the
world
• understand how to influence others
• be able to actively listen
3. Uses of effective communication
• Helps to understand a person or situation in a better
way.
• Enables us to solve the differences, build trust and
respect in the organistion.
• Helps us in decision making.
• Sometimes our message is misunderstood
• Sometimes we misunderstand the received message.
• Helps us to resolve problems with both’s point of view.
• Effective communication helps us to connect well with
everyone
6. Exercise- What are the blockages to
communication
• From the senders perspective ?
• From the receivers perspective ?
• And ideas to help ??
7. Barriers to communication - SPEAKER
• Forgets bits or waffles
• Not clear
• Jargon and abbreviations
• Too fast/ too slow/too loud /too sof
• Illogical order
• Talks down or above peoples heads
• Difficult to understand
• Picks wrong time
• Gets emotional
• Allows interruptions
• Prejudges.
8. Barriers to communication - LISTENER
• Not understanding
• Judges speaker
• Distracted
• Busy thinking of a reply
• Overloaded with information
• Doesn’t want to ask questions
• Allows interruptions
• Day dreaming
• Becomes emotional or aggressive
• Doesn’t write things down
• Not listening
• Not interested
10. Body Language… look for shifts
• Facial Expressions
• Gestures
• Posture
• Body position
• Use of space
11. Body Language… look for
• Context…..history, physical environment ?
• Clusters….look and listen to the whole person.
• Congruence…..is there a discrepancy with
words and non verbal message ?
12. Rapport
• Is being able to relate to others in a way
that creates a climate of trust and
understanding
• What signals do we look for in others when
we communicate with them?
15. Remember: Our
brain relies on snap
judgements to
categorize another
person and predict
whether they are
trustworthy,
threatening,
competent,
likeable,
etc.
Here are
the top 15
body
language
blunders
you can
avoid:
18. Breaking eye
contact too soon
— can make you
seem
untrustworthy or
overly nervous.
Hold eye contact a
hair longer,
especially during a
handshake
No: 3
19. Nodding too
much — can make
you look like a
bobble head doll!
Even if you agree
with what’s being
said, nod once and
then try to remain
still
No: 4
23. Holding your
hands behind
your back (or
firmly in your
pockets) — can
look rigid and stiff.
Aim for a natural,
hands at your
sides posture
No: 8
24. Looking up or
looking around
— is a natural cue
that someone is
lying or not being
themselves. Try to
hold steady eye
contact
No: 9
25. Staring — can be
interpreted as
aggressive. There’
s a fine line
between holding
someone’s gaze
and staring them
down
No: 10
26. Failing to smile
— can make
people
uncomfortable, and
wonder if you
really want to be
there. Go for a
genuine smile
especially when
meeting someone
for the
No: 11
27. Stepping back
when you’re
asking for a
decision —
conveys fear or
uncertainty. Stand
your ground, or
even take a slight
step forward with
conviction
No: 12
29. Standing with
hands on hips —
is an aggressive
posture, like a bird
or a dog puffing
themselves up to
look bigger
No: 14
30. Checking your
phone or watch
— says you want
to be somewhere
else. Plus, it’s just
bad manners
No: 15
31. So, what should you do? Aim for good
posture in a neutral position,
whether sitting or standing.
32. Stand with your arms at your sides,
and sit with them at your sides or with your
hands in your lap. Pay attention so that you
naturally hold eye contact, smile,
and be yourself.
33. If you discover you have a particular
problem with one or two of the gestures
on the list, practice by yourself with a
mirror or with a friend who can
remind you every time you do it, until you
become aware of the bad habit yourself.
34. How we use language ?
• Big picture v small picture ?
• Visually – what you see
• By sounds – what you hear
• By feelings – what you sense and can feel,
taste or smell.
• By how you talk to yourself
• Language is subjective !!
36. Visual thinkers
• Talk quickly
• See memories as pictures
• Breathe from top of lungs
• Need minimum detail
• Get bored quickly
• Interested in how things ‘look’
• Think in bigger picture
• Like to be ‘shown things’
• Will change subject
• Use words like
37. Auditory thinkers
• Easily distracted by noise
• Love the phone and music
• Breathe from middle of chest
• May talk to themselves.
• May repeat what you have said to them
• Tone of voice is very important
• Like steps and procedures
• Love to be told how they are doing
• Love stories
• Use words like……….
38. KINAESTHETIC- FEELINGS THINKERS
• Includes taste and smells
• Want to know how things feel
• May talk slowly
• Breathe lower
• Respond to physical rewards
• Memorise by doing something or walking it
through.
• Speak deliberately
• Will want the details
• Think things through
39. Analytical thinker
• Spend time processing internally
• May talk to themselves out loud
• Will look for things to make sense
• Logical and process driven
• May want extensive details
• May talk in long sentences
• Memorise by steps
• Often uses the language of logic and business
40. Exercise…
• Consider who you communicate with
• Is it informal or formal ?
• Is it a stakeholder ?.. Someone who is affected
by the things you do
• How do you communicate ?
• Is that the only and best way?
• What could be the advantages or
disadvantages of how you do so .
42. Listening is needed everywhere…
Listening skills form the basis of:
• Continued learning
• Teamwork skills
• Management skills
• Negotiation skills
• Emotional intelligence
• Social relationships
• Emotional relationships
• Etc…..
43. … But not practiced effectively
A lot of communication is
• Misunderstood
• Misinterpreted
• Rejected
• Distorted
• Not heard
Consider the meaning of your message is the
response that you get !
44. Listening Skills
Difference between Listening and Hearing
• Hearing is a natural ability to detect sounds
• Listening is a skill, which is developed to
understand, interpret the message accurately.
• You can only listen – not do anything else at the
same time
45. Listening Skills
Listening ability varies according to
• Interest in the topic
• Importance of the information
• Length of the message
• Complexity of the message
• The delivery of the message
• Personal problems- internal distractons
• External distractions
46. Listening Skills
Steps involved in Effective Listening:
• Hearing
• Focusing on the message
• Comprehending and interpreting
• Analysing and evaluating
• Responding
• Remembering
47. Listening Skills
1.Concentration
• Motivation and Demotivation to listen
• Anticipate what the speaker will say next – suspend
judgement
• Focus on the message
• Avoid interruption, let the speaker finish first.
2.Questioning
Use of questioning is an effective listening strategy. It serves
two purposes:
• Message gets clarified
• Speaker gets a positive feedback that a listener is involved.
48. Listening Skills
3. Objectivity
• Minimize the impact of emotion-laden words
• Judge content, not delivery
• React fairly and sensibly
• Overcome distraction; internal as well as external
4. Note Taking
• The usefulness of note taking depends on the situation.
5. Feedback
Feedback is important in the listening process to that a
speaker knows that his/her message is understood.
49. Good vs Bad Listeners- Attending
Good Listeners
• Attend to important
information
• Ready themselves
mentally and physically
• Listen objectively
regardless of emotional
involvement
• Listen differently
depending o situations
Bad Listeners
• May not hear what a
person is saying
• Fidget in chairs, look out
the windows, and let
their minds wander
• Visibly react to emotional
language
• Listen the same way
regardless of the type of
material
50. Good vs Bad Listeners…
Understanding
Good Listeners
• Assigned appropriate meaning
to what is said
• Seek out apparent purpose,
main points and supporting
information
• Ask mental questions to
anticipate information
• Silently paraphrase to solidify
understanding
• Seek out subtle meanings based
on non-verbal cues
Bad Listeners
• Hear what is said but are unable
to understand or assign different
meaning to the type of words
• Ignore the way information is
organized
• Fail to anticipate coming
information
• Seldom or never mentally review
the information
• Ignore verbal cues
51. Good vs Bad Listeners
Good Listeners
Remembering
• Retain information
• Repeat key information
• Take notes
Evaluating
• Listen critically
• Evaluate inferences
Responding empathically
• Provide supportive comforting
statements
Bad Listeners
• Interpret message accurately but
forget it
• Assume they will remember
• Rely on memory alone
• Understand but unable to weigh
or consider it
• Accept information at face value
• Pass of joy or hurt, change the
subject
52. Types of listening
Active Listening is when you are concentrating on the
message being given by the other person
Passive Listening is when you find yourself waiting for
the other person to stop speaking so that you can
say something yourself
58. Completeness
• All information should be there.
• The sender must take into consideration the receiver’s
mind set
• Enhances the reputation of the organization or the
individual
• Always gives additional information wherever required
• Leaves no question in the minds of the receiver.
• Helps in better decision making as it serves all the
desired and crucial information.
• Is persuasive.
59. Conciseness
• What you want to convey in a simple a way as
possible.
• Concise communication provides short and essential
message in limited words.
• Concise message is more appealing and
comprehensive to the audience.
• Concise messages are non repetitive in nature.
60. Consideration
• Take audience into consideration by knowing the viewpoints,
back ground, mindset, educational level, etc.
• Consideration implies ‘stepping into the shoes of others’.
• Consideration ensures that the self respect of the audience is
maintained and their emotions are not harmed.
• Consider the needs and requirements of the audience to
achieve effective communication.
61. Clarity
• Emphasising on a specific goal or objective at a time- stay o
track
• Helps to understand the message easily.
• Complete clarity of thoughts and ideas enhances the meaning
of message.
• Use of exact, appropriate and concrete words.
62. Concreteness
• Be particular and clear rather being fuzzy and general.
• Concrete communication shows good level of confidence.
• Concrete information helps to strengthen the reputation of
the organisation.
• Concrete information cannot be misinterpreted.
63. Courtesy
• Be polite, kind, judicious, enthusiastic and convincing.
• Courtesy is an important element of effective communication.
• Courtesy reflects the nature and character of the sender of
the message.
• It is the same as give respect and then expect the same.
64. Correctness
• Implies that the correct information is conveyed through
message.
• Boosts up the confidence level of the sender.
• Correct information has greater impact on the audience.
• Free from grammatical errors and use of appropriate and
correct language.
• Correct information includes the precision and accurateness
of facts and figures used in the message.
65. Other communication challenges
• Cognitive
• Learning disabilities
• Physical impairments
• Language barriers
• Cultural nuances
……. Begin to think about how you solve
them ?
67. Limiting Beliefs
e.g. playing golf
Limiting belief
“I never win”
I don’t practise much
“What’s the point”
I imagine losing
“They’ll play better than me”
“I lose motivation”
I focus on my bad shots
“I always do that”
(more self-limiting
beliefs creep in)
“I play worse”
“I lose”
“I was right”
“I play half heartedly”
68. Enabling Beliefs
Enabling belief
“I have the potential
to win”
I practise as much as
Possible (to turn my
Potential into ability)
I imagine winning
“I’m as good as they are”
“I gain motivation
And confidence”
“I play to win”
I focus on my good shots
“Another Birdie”
(more enabling beliefs
surface)
“I play better”
“I win”
“I was right”
69. Positive communication is
about:
• Being honest with yourself and others
• Planning your message for best impact
• Being able to say what you want, need, feel,
but not at others’ expense
• Being positive, self-confident and
understanding others’ viewpoints
• Being able to behave in an adult, rational way
