Training 20 oct2012_effective communication_hareshgianani
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This document discusses effective communication. It notes that communication is an exchange between two or more people of facts, ideas, opinions and emotions. There are barriers to effective communication such as physical, physiological and psychological barriers as well as linguistic and cultural differences. The document provides tips for effective communication such as choosing words carefully, saying only what is needed, being courteous, clear, concise and complete in speaking. It also stresses the importance of body language, listening with your eyes, posture and gestures. The document contains charts about the correlation between listening and speaking as well as what skills people are typically taught. It defines confidence as the feeling of being certain about the truth of something.
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Training 20 oct2012_effective communication_hareshgianani
- 1. Welcome
- 2. Communication “Communication is an exchange of facts, ideas, opinions, emotions by two or more persons.” Self Confidence “ The feeling or belief that one can rely on someone or something.”
- 3. Effective Communication is important to all of us…
- 4. Your message has to be Understood
- 5. 3 Steps to Communicate Effectively
- 6. Verbal and Non verbal Communication
- 9. Barriers to Communication Physical – Loud Sound, Environment, Sleep, Media Physiological – Hearing Disorders, Illness or Disability Psychological – Allness, Criticize, Apathetic listener, Defensiveness, Fear Linguistic and Cultural
- 10. Don’t Assume
- 11. Choose Words Carefully
- 12. Say only what you Need to say
- 14. Courteous Clear Concise Complete Concrete
- 15. Body Language is crucial “The face is the index of Heart”
- 16. Listen with your eyes
- 17. Posture
- 18. Gestures
- 19. Smile…
- 20. Muscles to SMILE Muscles to FROWN
- 21. Co-relation between Listening and Speaking 50% 45% 45% 40% 35% 30% 30% 25% 20% 16% 15% 9% 10% 5% 0% Writing Reading Speaking Listening
- 22. What we are taught…. 50% 45% 45% 40% 35% 30% 30% 25% 20% 16% 15% 10% 9% 5% 0% Writing Reading Speaking Listening
- 23. Confidence Confidence is the state of feeling, certain about the truth of something.
- 25. I forget yesterday’s failures and go for today’s targets
Editor's Notes
- Communication is something that we all do, whether we are as effective as we could be is another matter.Communication is all about the transmission of meaning to others.What is important is that 'meaning' is transferred. In other words, it is important the other person understand what we want them to understand, and that they understand the intended meaning.More precisely, purposeful communication is the transmission of intended meaning to others.Implied in this isThat the sender of the communication has clear knowledge and understanding of the meaning he wishes to convey, andThat the receiver interprets the message in such a manner that he receives the intended meaning.Hence for effective communication the sender must determine the purpose of the communication and use words which have the same meaning for sender and receiver.All to often other pressures get in the way and rather than focusing on what communication is all about i.e. The recipient of our communication understanding what we are looking to get across, we settle for knowing that we have said what we want to say.Effective communication is not about ensuring we have said what we want or need to say it is about ensuring the meaning of our communication has been understood.In our jobs and our lives if we learn to communicate effectively there will be many benefits not just for ourselves but for those that we communicate with.The purpose of this workshop is to outline three simple steps that ,if we work on applying them consistently , will ensure that all our communications are as effective as they can be.
- In order to be considered effective any communication has to be fully understood by the recipient or recipients of the communication. This is even more crucial in situations where the topic or concepts are or can be technical in nature and also where it is crucially important that there are no misunderstandings or grey areas .In these sort of situations –some of which could be life threatening then it is our responsibility to ENSURE that we have been understood and to satisfy ourselves that this is in fact the case. There are a number of ways to do this and to help us confirm we have been understood and that we have communicated effectively , we will look at these as we go through the rest of the workshop.
- The rest of this workshop will focus on outlining the 3 Simple Steps that will help you communicate effectively as well as looking at a methodology to help in communicating Bad News. Unfortunately there is nothing that will make communicating bad news easy but the process I will outline will make it more structured and help reduce some of the understandable anxiety that we all feel about giving bad news no matter how often we deliver it.
- The two basic modes of communication are verbal and nonverbal. Verbal communication is either spoken or written. Verbal communication involves the use of words. Nonverbal communication, on the other hand, does not involve the use of words. Dress, gestures, touching, body language, face and eye behavior, and even silence are forms of nonverbal communication. Remember that even though there are two forms of communication, both the verbal and the nonverbal are inseparable in the total communication process. Conscious awareness of this fact is extremely important because our effectiveness in many situations is highly dependent upon successful communication. The most powerful mode of communication is the non verbal mode although commonly it is the one most often ignored or neglected and we put the majority of our efforts into what we say forgetting about the far more powerful non verbal channel.
- It may sound simple, but often ,people forget how to listen - instead, they just choose to 'hear' the message instead of really understanding what is actually being said. If the meaning of the message is distorted due to a misunderstanding on your part, it will result in miscommunication. The rule of thumb is, listen first to what is being said, then formulate your response from there.We should aim to listen more than we talk and to use techniques such as open questions to get others to open up to usAs I am sure we are all aware Open Questions start with “What, Where , Why How etc, they are generally most effective at getting information from people.Open questions have the following characteristics:They ask the respondent to think and reflect.They will give you opinions and feelings.They hand control of the conversation to the respondent.
- Communication is a two-way street. If a person says something to you, you are expected to give a response in kind. If any dialogue stops becoming or never becomes two way then it is not communication and it is highly unlikely to be effective.Aim to ensure that a conversation is two way, if you are saying too much use silences and open questions to get the other person to speak. If they are talking too much use closed questions to interrupt and steer the communication back on track to where you need it to be.
- Ineffective Listening occurs when obstacles or barriers are present. These barriers are sometimes classified as physiological, physical, or psychosocial. Physiological barriers result from some kind of sensory dysfunction on the part of either the sender or the receiver. Such things as hearing impairments, speech defects, and even vision problems influence the effectiveness of communication. Physical barriers consist of elements in the environment (such as noise) that contribute to the development of physiological barriers (such as the inability to hear). Psychosocial barriers are usually the result of one's inaccurate perception of self or others; the presence of some defense mechanism employed to cope with some form of threatening anxiety; or the existence of factors such as age, education, culture, language, nationality, or a multitude of other socioeconomic factors. Psychosocial barriers are the most difficult to identify and the most common cause of not actively listening. If we have preconceptions about someone based on these Psychosocial Barriers then often we will have already decided what the issue is or will switch off and not be really listening to what is being communicated.Often also when we are busy we are preoccupied and not fully concentrating on the person or topic at hand , this makes it almost impossible to be actively listening as active listening requires full attention
- We are all I am sure aware of the saying about assumptions, however it is crucial that we do not fall into this trap.Assuming we know the answer or what the real issue is without really listening or understanding is a sure fire way of being caught out. Very often our assumptions will be spot on but it is the occasions where they are way off that we regret most. Therefore make sure that you Never act upon non validated assumptions , always ensure that whatever you may have assumed(if you just cant help yourself) has been verified by what you have heard and seen.
- The final step of the three in assisting you to communicate effectively is what we most often assume communication is about words and speech. Oral communications are more likely to be misinterpreted than written ones so it is important that we use the power of language carefully. Remember the purpose of communication is simply this: to send a message and make sure that it is clear and understood by the receiver.You need to choose your words carefully so that your message will be clear and understood. In order to do this there are some key things we should be conscious of.
- Often we get caught in a trap when trying to communicate, particularly if the subject area is challenging or difficult or we are nervous of saying too much or being afraid of silence and filling in the gaps. This most often ends up being counterproductive as we end up diluting the message that we want to get across. If you have followed the earlier advice you will know explicitly what you are needing and wanting to say .Once you have communicated this succinctly, then your job is done and you need not say any more, then may be an appropriate time to clarify if the other party has heard and understood what you have said. If not then reiterate what you were trying to get across and check again for understanding, avoid the temptation to start to elaborate or go into greater detail than is necessary to get across what you have previously deemed you wanted to communicate.Silence is often far more powerful than the spoken word, it can be excruciatingly difficult to say what you need to say and then say no more , but often we need to do this and be prepared to wait for a reaction or response before we can decide what is best to do or say next.
- Body Language will often clarify ambiguity or uncertainty often you will notice that people say one thing and their body language says another. We also have to ensure that OUR Body language is appropriate and gives the right signals to those that we are communicating with.You may have your voice and words under control, but your body language including the tiniest facial expressions and movement can give your true thoughts and feelings away.Recognize that people communicate on many levels . Become accustomed to watching nonverbal communication and your ability to read it will grow dramatically with practice.If a person’s words say one thing and their nonverbal communication says another, you are wont to listen to the nonverbal communication – and that is usually the correct decision.Probe nonverbal communication during a meeting or other situation in which you need facts and believable statements. Again, the nonverbal may reveal more than the person’s spoken words.Be aware of non-verbal communication and keep it consistent with your message
- Recognize that people communicate on many levels. Watch their facial expressions, eye contact, posture, hand and feet movements, body movement and placement, and appearance and passage as they walk toward you. Every gesture is communicating something if you listen with your eyes.Probe nonverbal communication during an investigation or other situation in which you need facts and believable statements. Again, the nonverbal may reveal more than the person’s spoken words.The ability to recognize and interpret nonverbal responses depends upon consistent development of observation skills. Your growth in both knowledge and understanding will contribute to an ability to recognize and interpret many kinds of nonverbal communication. Your sensitivity and competence in listening with your eyes will become as refined as-if not better than-listening with your ears.