This document discusses effective communication skills. It defines communication, outlines the communication process, and describes key components like the sender, receiver, message, and feedback. It also discusses active listening, different communication styles assessed by the DiSC model (Dominance, Influence, Steadiness, Conscientious), and tips for communicating effectively with each style.

1. Coaching Circle Series
BabHui Lee
19Sep, 2012
Effective Communication
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2. Facilitator Introduction
BabHui Lee is currently Senior Director
of Quality Assurance for Multek Asia.
BabHui has been with Multek &
Flextronics for over 10 years, holding
various leadership roles in Engineering,
Global Procurement and Quality.
BabHui is also a certified Flextronics
ELP Facilitator (bilingual – English &
Chinese) since 2008.
BabHui has obtained multiple eCornell
certificates in Executive Leadership,
High Performance Leadership, Business
Leadership, Change Leadership, Project
Leadership, HR Leadership, etc.
BabHui is passionate about Learning &
Development and sharing his
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knowledge and experience freely.

3. Agenda X
• What is Communication?
• Communication Process
• Active Listening
• Communication Styles
• Communicating with DiSC Styles
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4. Communication Skills Overview X
Effective communication skills
are a critical element in your
career and personal lives.
We all must use a variety of
communication techniques to
both understand and be
understood.
“The single biggest problem in
communication is the illusion
that it has taken place.” --
George Bernard Shaw
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5. What if communication were not possible?
X
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6. Frustration and Chaos! X
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7. X
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8. Activity: If I Could Do It Over Again… X
Think of a recent example at work in which you were
involved in a miscommunication and answer the
following questions:
1. Why did the miscommunication occur?
2. What impact did it have?
3. If you had a chance to do it over again, what
specifically would you do differently?
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9. Communication - Do you know? X
The average worker spends 50% of his or her time
communicating?
Business success is 85% dependent on effective
communication and interpersonal skills?
45% of time spent communicating is listening?
Writing represents 9% of communication time?
25% of all workplace mistakes are the result of poor
communication?
A remarkable 75% of communication is non-verbal?
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10. X
What Is Communication?
1. A process where information Choose the correct answer.
is exchanged between at
least two people resulting in a
common understanding. X #1
2. The successful transfer of
information in such a way that
X #2
is received, understood and
correctly acted upon.
X Neither
Both
YES – Correct!
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11. Communication Goals X
To change behavior
To get and give
To get action
Information
To persuade To ensure understanding
Source: CGAP Direct
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12. Types Of Communication X
Mass Communication
One-to-One Communication
One-to-Group Communication
Verbal Communication
Non-Verbal Communication
Adobe Acrobat
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13. Common Communication Methods X
ages
al Im
akin
g Vi s u
Sp e
Writing Bod
y La
ngu
age
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14. X
Communication Components
All communication includes five fundamental components.
Someone who begins the
Sender communication process.
Someone who receives the
Receiver communication.
The method of sending the
Medium or Channel message.
Message The intent of the message.
Effect The impact of the message.
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15. X
The Communication Process
• The communication process begins when a message is
conceived by the SENDER.
• The message is then ENCODED and TRANSMITTED
through a particular MEDIUM or CHANNEL.
Idea: mental images, i.e.
thoughts, opinions, emotions,
pictures.
Sender
Encode: put into words, drawn,
Idea Encode Transmit etc.
Transmit: telephone, letter,
memo, email, body language,
tone of voice, etc.
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16. X
The Communication Process
• The Receiver RECEIVES, DECODES and INTERPRETS
the message.
• The Receiver then returns a signal or FEEDBACK in some
way to indicate whether or not the message has been
understood as the Sender intended.
Receiver
Same
Receive Decode
Idea
Feedback
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17. X
The Communication Process
Sender Receiver
Same
Idea Encode Transmit Receive Decode
Idea
Feedback
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18. X
The Communication Process
There are even more things at work with communication that could
challenge its effectiveness. For instance, each of us has a set of filters –
or perceptions – of how we ‘see’ the world. Then there’s the “NOISE”
factor.
Sender F Receiver
I
L Same
Idea Encode Transmit T Receive Decode
Idea
E
R
Noise
Feedback
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19. X
Filters in Communication
‘Filters’ represent our perceptions of everything we encounter and are
based on the sum total of who we are.”
Filters impact:
1. How we see others,
2. How we interpret
situations, and
3. How we act and feel.
“We don't see things as
they are, we see them
as we are.”
~ Anaïs Nin
Courtesy of the FutureWork Institute
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20. X
Noise Factor in Communication
Internal Noise External Noise
Resistance to the Actual sound:
message and/or the pitch, tone,
sender: language level,
opinions, accents,
assumptions, interruptions,
perceptions, distractions, etc.
attitudes, etc.
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21. X
The Communication Process
At any point along the communication process, there is a possibility of
disruption. In order for communication to be complete, the sender gets
FEEDBACK indicating that the message sent was received as it was
intended.
Sender F Receiver
I
L Same
Idea Encode Transmit T Receive Decode
Idea
E
R
Noise
Feedback
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22. Communication X
Barriers
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23. X
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24. Listening Behaviors X
• Hearing vs. Listening
• Active Listening
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25. Roadblocks to Effective Listening X
• Emotional interference
• Defensiveness
• Hearing only facts and not feelings
• Not seeking clarification
• Hearing what is expected instead of what is said
• Stereotyping
• The ‘halo’ effect (i.e., the tendency for something to be
influenced by a loosely associated factor)
• Automatic dismissal
(e.g., “We’ve never done it that way before”)
• Resistance to change
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26. Tips for Active Listening X
• Make eye contact
• Give verbal or non-verbal acknowledgement
• Adjust your body posture
• Clear your mind
• Avoid distracting behaviors
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27. Communication Variables Adobe Acrobat
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X
• Differences between sender and receiver
- Attitudes
- Information levels
- Communication skills
- Social systems
- Sensory channel
• Differences in previous experiences
• Cultural differences
• Differences in communication styles
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28. Communication Styles X
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29. X
DiSC Behavioral Styles
D i
C S
http://www.123test.com/disc-personality-test/
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30. X
DiSC Personality Test (Sample Report)
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31. X
Dominance Style Characteristics
• Value control.
• Driven by a strong inner
need to lead/achieve
results.
• Take-charge people who
seek to reach goals.
• Focus on results rather
than process.
• Tend to downplay feelings
and emotions.
• Sometimes viewed as
“unfeeling.”
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32. X
Influence Style Characteristics
• Crave action and an
energetic pace.
• Seek opportunities to “shine”
or to be “on stage.”
• Relationships take priority
over tasks.
• Focus is on outcomes.
• Try to influence others with
optimism and friendliness.
• Recognition and approval
are strong motivators.
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33. X
Steadiness Style Characteristics
• Easy going and relationship
focused.
• Value security.
• Work to maintain stable
relationships/environments.
• Find change difficult.
• Reliable and good at follow-
through.
• Appreciate respect from others.
• Value others’ respect of them.
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34. X
Conscientious Style Characteristics
• Goal-oriented; driven to be
precise and controlled.
• Can seem uncomfortable at
expressing or dealing with
emotions.
• Logical thinkers who value
accuracy and organization.
• Like to think through tasks
before starting.
• Feel a need to do things
themselves.
• Perfectionists and strong
desire for things to be “right.”
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35. X
Think About It…
When we work with people whose
natural communication style is
different than our own, what are the
potential conflicts?
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36. X
Communicating with Dominance Styles
Dominance Styles… So you …
• are concerned with being #1 support, guide, maintain self
• think logically esteem
• want facts and highlights display reasoning
• strive for results provide concise data
• like changes agree on goal, then get out of the
• prefer to delegate way
• want notice of accomplishments allow them to “do their own thing”
• need to be in charge modify workload focus
• reflect a tendency toward conflict compliment on achievements
set parameters, let them take
lead
argue with facts, not emotion
Focus On The Facts First!
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37. X
Communicating with Influence Styles
influence Styles… So you …
• are concerned with approval show them you admire/like them
• seek enthusiastic situations be optimistic/upbeat setting
• think emotionally support their feelings
• want general expectations focus on big picture
• need contact with people interact/participate with them
• like change/innovation vary routine
• want others to notice them compliment them often
• need help getting organized do it together
• dislike conflict avoid arguing on a personal basis
• like action and stimulation keep up a fast, lively pace
• want feedback that they look good provide positive feedback
Focus On The Relationship First!
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38. X
Communicating with Steadiness Styles
Steadiness Styles… So you …
• are concerned with stability show how to minimize risk
• think logically show reasoning
• want documentation/facts provide data, proof
• like personal involvement demonstrate personal interest
• need step-by-step sequence walk through instructions
• want notice of perseverance compliment steady follow-thru
• avoid risks/changes give personal assurances
• dislike conflict act non-aggressively
• accommodate others allow them to support others
• like calmness/peace provide friendly atmosphere
• enjoy teamwork provide cooperative group
• want to be appreciated acknowledge their help/manner
Focus On The Relationship First!
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39. X
Communicating with Conscientious Styles
Conscientious Styles… So you …
• think logically use an indirect, non-threatening
approach
• seek data
show reasoning
• need to know the process
give it in writing
• use caution
provide explanation/rationale
• want notice of their accuracy
allow them to think, inquire, check
• gravitate toward quality control
compliment them on thoroughness
• avoid conflict
let them assess/be involved in
• need to be right
process
• like to contemplate
use tact to gain
• do not like aggressive approaches clarification/assistance
allow time to find “correct” answer
tell them the “why” and “how”
Focus On The Facts First!
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40. Summary X
• What is Communication?
• Communication Process
• Active Listening
• Communication Styles
• Communicating with DiSC Styles
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