Studies show that only 7% of communication is based on the written or verbal word and 93% is based on nonverbal. So in this age of social media, how do we manage the message? How do we nurture relationships and build trust? Being able to communicate effectively is one of the most important of all life's skills. In this workshop, Velma Knowles, training and marketing professional, will uncover the tools to help you understand and improve your communication skills. Gain insight and start communicating success immediately! Skills covered include: 1. Interpersonal Communication - "Its Personal" 2. Be a better Listener - 2 ears/1 mouth 3. Use Tact - It's not "What you say." it's 'How you say it" 4. Body Language - "I saw what you said"

1. Communicate
Success
Presented by: Velma M. Knowles
April 10, 2014

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3. What is Communication?
“Commun”: to find something in common.
Words account for only 7% of the emotional impact of the
message.
Voice / tone is 38%.
Facial expressions is 55%.

4. Actions Speak Louder than
Words
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Verbally communicated
Nonverbally communicated

5. Communication Process
SENDER
(encodes)
RECEIVER
(decodes)
Barrier
Barrier
Medium
Feedback/Response

6. Miscommunication results in
Misinterpretation
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7. Barriers to Communication
 Noise
 Inappropriate medium
 Assumptions/Misconceptions
 Emotions
 Language differences
 Poor listening skills
 Distractions

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Interpersonal Communication

9. People make Judgments
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People judge us on 4 things:
1. How we look
2. What we say
3. How we say it
4. What we do

10. Communication Differences
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Men Women
Talk to exchange information Talk to connect with others
Want to solve problems Seek empathy – not solutions
Talk if there is a purpose Talking is a goal in itself
Talk one subject at a time Talk and interconnect various subjects
Talk about the facts Talk about feelings

11. The House that Trust Built
Relationships are built on Trust and Trust is built on
effective communication.
 Straight talk (what’s my opinion)
 Commitment (what I will do)
 Follow-through (keeping my word)
 Credibility (being dependable)
 Trust (a history of keeping my word)
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Be A Better Listener

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15. Hearing Vs. Listening
Hearing – Physical
process, natural, passive.
Listening – Physical as well as
mental process, active, learned
process, a skill.

16. Levels of Listening
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Empathy
Attentive
Selective
Pretend
Ignore

17. Be an Effective Listener
1. Prepare to listen
2. Focus on ideas or key points
3. Capitalize on the speed
differential
4. Delay judgment
5. Accept responsibility for
understanding
6. Encourage others to talk

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Using Tact

20. It’s Not WHAT You Say...
…it’s HOW you say it.
Tact: A delicate perception of the right thing to say or do
without offending.
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“Say what you mean, mean what you say, but don’t say it.” Author
Unknown

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I never said you stole the money.
I never said you stole the money.
I never said you stole the money.
I never said you stole the money.
I never said you stole the money.
I never said you stole the money.
I never said you stole the money.
Say that again: exercise

22. Silence Speaks
 Is it both Positive or Negative
on the Communication
Process.
 It can provide a peaceful
situation by signaling
agreement or create
tension an uneasiness.
 Silence is Golden.
 Silence is Deadly.
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Body Language

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26. I Saw What You Said
Facial expressions … Eye contact… Tone of
Voice… Body Posture and Motions… and
even silence.
Of the 93% Non-verbal communication ….
55% is through Facial Expression
… and 38% is through Vocal Tones
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27. Improving Body Language
• Keep appropriate distance
• Touch only when appropriate
• Take care of your appearance
• Be aware - people may give false cues
• Maintain eye contact
• Smile genuinely

29. Effective Communication:
What does it look like?
Active Listening- fully
present in the
conversation
Positive Rapport- develop
trust and sincerity
Wait Time- not jumping
into the silence

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Thank You
Velma M. Knowles
813-340-4886
VelmaMKnowles@gmail.com