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Effective Communication Skills

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-1-
Agenda











Understanding communication
Communication Barriers
Para-verbal Communication Skills
Non-verbal Communication
STAR speaking
Listening Skills
Questioning Techniques
Providing Feedback
Networking Skills
Non-violent Communication Introduction
-2-
Pre-Assignment

Team discussion
1. What is communication?
2. Sharing 3 examples you missed opportunities
because of lack of communication?
3. How do we communicate effectively?

-3-
Part 1
Understanding Communication

What is Communication?
How Do We Communicate?
Communication Factors
One-Way versus Two-Way Communication
-4-
What is Communication?
 Communication:
– The
imparting
or
interchange
of
thoughts, opinions, or information by
speech, writing, or signs. Random House
Dictionary

 The effectiveness of communication
–
–
–
–
–

Ability to solve problems
Productivity
Level of stress
Relationships with others
Ability to meet your goals and achieve your
dreams
– Level of satisfaction with your life
-5-
How Do We Communicate? (1)

Noise

-6-

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Presentation [Full] Effective Communication Skills

  • 1. Effective Communication Skills Training Store corporate training materials contact@trainingstore.vn -1-
  • 2. Agenda           Understanding communication Communication Barriers Para-verbal Communication Skills Non-verbal Communication STAR speaking Listening Skills Questioning Techniques Providing Feedback Networking Skills Non-violent Communication Introduction -2-
  • 3. Pre-Assignment Team discussion 1. What is communication? 2. Sharing 3 examples you missed opportunities because of lack of communication? 3. How do we communicate effectively? -3-
  • 4. Part 1 Understanding Communication What is Communication? How Do We Communicate? Communication Factors One-Way versus Two-Way Communication -4-
  • 5. What is Communication?  Communication: – The imparting or interchange of thoughts, opinions, or information by speech, writing, or signs. Random House Dictionary  The effectiveness of communication – – – – – Ability to solve problems Productivity Level of stress Relationships with others Ability to meet your goals and achieve your dreams – Level of satisfaction with your life -5-
  • 6. How Do We Communicate? (1) Noise -6-
  • 7. How Do We Communicate? (2) We communicate in three major ways: – Spoken • Verbal • Para-verbal – Non-verbal – Written -7-
  • 9. One-Way versus Two-Way Communication Advantag e Versus Disadvanta ge? The Sender wants one-way communication, but the Receiver always wants two-way communication! -9-
  • 10. Part 2 Communication Barriers  Common Barriers  The Barriers From Sender  The Barriers From Receiver - 10 -
  • 11. Common Barriers (1)  Team members often tell that: – “I can’t explain the problem to the other person that they understand.” – “I can’t present the idea to my manager what I mean.” – “I don’t have enough time and tools to communicate effectively the solution.” – “I’m stressed, I can’t listen to the speaker.” – “The person I am trying to communicate with doesn’t want to listen me.” - 11 -
  • 12. Common Barriers (2)  Language barriers – Speak different languages. – Not the first language for one or more people involved in the communication. – Speak the same language, but are from different regions.  Culture barriers – Different cultures – Different classes – Different lifestyles  Differences in time and place – These barriers often occur when people are in different time zones, or different places. - 12 -
  • 13. The Barriers From Sender  Don’t know what the receiver expects.  Using a large amount of words to convey messages.  Conveying many issues in a single message that make the receiver confused.  Going around and not straight to main points of a conversation.  Wrong assumption about the receiver’s knowledge and skills to understand.  Using unfamiliar words, examples or using figurative meaning words that can be understood in different ways.  Talking when the receiver is distracted. - 13 -
  • 14. The Barriers From Receiver          Not paying attention. Depending on the receiver’s thoughts. Being suppressed by emotion. Tending to listen to what one wants to see or hear. Listening inactively – Not observing one’s body language Communicating in the uncomfortable manner. Tending to resist any message in contrast with self belief or assumption Jumping to conclusion. Not asking question to make clear when not understanding any point. - 14 -
  • 15. Part 3 Para-verbal Communication “I didn’t say you were stupid” “I didn’t say you were stupid!” “I didn’t say you were stupid!” The Power of Pitch The Truth About Tone The Strength of Speed - 15 -
  • 16. The Power of Pitch People will pick up on the pitch of your voice and react to it. A high pitch is often interpreted as anxious or upset. A low pitch sounds more serious and authoritative. The variation in the pitch of your voice is important to keep the other party interested. - 16 -
  • 17. The Truth About Tone Tips: – Trying lowering the pitch of your voice a bit – Smile! This will warm up anyone’s voice – Sitting up straight and listen – Monitoring your inner monologue – Negative thinking will seep into the tone of your voice Communicating over the telephone, 84% of communication is vocal and 16% is verbal! Source: “Communication Factors” Book, Peterson, Russ, and K. Karschnik - 17 -
  • 18. The Strength of Speed Speed can affect : – Your listener’s level interest – The comprehensibility of message – Your tone and pitch your Tips: – – – – Trying speak slowly and clearly. Smile! This will help you keep calm. Monitoring your speaking speed. Nervousness will impact to you strength of speed. - 18 -
  • 19. Part 4 Non-Verbal Communication  Using Body Language Effectively  Expressing Messages by Body Language  Body Language - 19 -
  • 20. Using Body Language Effectively Power of Body Language in Communication Words, 7% , 0 Body Language, 54% Voice, 39% Source: www.voiceworks.co.za/ - 20 -
  • 21. Expressing Messages by Body Language  Eyes  Face  Body  Posture  Gesture  Touch  Space  Hair  Clothing  Cosmetics  Accessories and jewelry - 21 -
  • 22. Body Language Standing - Sitting  Sitting hunched over typically – Stress – Discomfort  Leaning back when standing or sitting – Casual – Relaxed demeanor  Standing ramrod straight typically – Stiffness – Anxiety - 22 -
  • 23. Body Language Hands, Arms, Feet, Legs Fidgeting – Boredom – Nervousness Crossed arms and legs often – Closed mind - 23 -
  • 24. Body Language Facial Expressions Smiles Frowns Raised eyebrow – Inquisitiveness – Curiosity – Disbelief Chewing lips – Thinking – Boredom – Anxiety or nervousness - 24 -
  • 25. Part 5 STAR Speaking Help send message clearly, completely, correctly and concisely ! - 25 -
  • 26. STAR Situation – Task – Action - Result • Stating what the situation is. Situati • Where? Who? When? on Task • Stating what your task was. • What? • Why? • Stating what you did to resolve the problem. Action • How? • Stating what the result was. • Using a combination of the six roots (Who? What? When? Result Where? Why? How?) - 26 -
  • 27. Part 6 Listening Skills The Power of Listening Gripes About Managers Categories of Listeners Barriers to Effective Listening - 27 - Active Listening Active Listening Tips Active Listening and Interactive Management
  • 28. The Power of Listening Communication Writing, 9% Reading, 16% Listening, 45% Speaking, 30% Source: Dr. Lyman K. Steil in “You are the Message” Book What is your communication rate ? - 28 -
  • 29. Gripes About Managers  “My manager does all the talking; I go in with a problem and never have a chance to open my mouth”  “He interrupts me when I talk”  “She never looks at me when I talk. She takes care of her laptop. I’m not sure she’s listening.”  “His facial expression makes me feel I’m wasting his time.”  “My manager sits too close to me.”  “His phone call interrupts my presentation”  “My manager is too easily distracted from listening to me and my problem.” - 29 -
  • 30. Categories of Listeners  The non-listener  The marginal listener  Evaluative listener  The active listener - 30 -
  • 31. Barriers to Effective Listening  Motivation and Attitude.  Lack of concentration and attention.  Negative attitude toward listening.  Experience and Background.  Poor listening setting.  Emotions.  Daydreaming and Fantasizing.  Delivery.  Lack of listening skills. By nature, the act of hearing, perceiving, and retaining spoken information that we call listening is an inefficient process - 31 -
  • 32. Active Listening  Understanding active listening 1. 2. 3. Trying to identify where the other person is coming from. Listening to what is being said closely and attentively. Responding appropriately, either nonverbally with a question or by paraphrasing.  Sending good signals to others – Showing your body language – “uh-huh”, “mm-hmmm”, “wow” – Asking open questions & question. - 32 - summary
  • 33. Active Listening Tips (1) 1. Remember that it is possible to listen and talk at the same time. 2. Listen for the speaker’s main ideas. 3. Be sensitive to your emotional deaf spots. 4. Fight off distractions. 5. Try not to get angry. 6. Do not trust to memory certain data that may be important. 7. Let your employees tell their own stories first. 8. Empathize with your employees. 9. Withhold judgment. 10. React to the message, not to the person. - 33 -
  • 34. Active Listening Tips (2) 11. Try to appreciate the emotion behind the speaker’s words (vocal and visual messages) more than the literal meaning of the words. 12. Use feedback. 13. Listen selectively. 14. Relax. 15. Try not to be critical, either mentally or verbally, of someone else’s point of view, even if it is different from your own. 16. Listen attentively. 17. To the degree that it is in your power, try to create a positive listening environment. 18. Ask questions. 19. Be motivated to listen. - 34 -
  • 35. Active Listening and Interactive Management  Listening isn’t take a secondary position to speaking, but as important as other communication skills. – When no listens, it is pointless to speak.  Members feel relieved when they find managers who understand what they have to say about their problems. – Truly understand your members by actively listening to them, they will most likely reciprocate by listening to you and trying to understand your point of view. If you are really willing to learn how to listen, it will take a lot of hard work to learn the skills, and constant practice to keep them in shape! - 35 -
  • 36. Part 7 Questioning Techniques One of the most critical and valuable tools in the manager’s communication skills is her/his art of questioning. Ask the right questions at the right time to help her/his members best is an essential and integral part of interactive management. Open Questions Closed Questions Probing Questions Funnel Technique - 36 -
  • 39. Probing Questions Clarification Completeness and Correctness Determining Relevance Drilling Down Summarizing - 39 -
  • 40. Funnel Technique ‘Tell me how you went about…?’ (open) ‘How did you prepare?’ (open – secondary) ‘What was your starting point?’ (probe) ‘So, what happened next?’ (probe) ‘Who else was involved?’ (probe) ‘And how did they respond?’ (probe) ‘What were your thoughts at that stage?’ (probe) ‘What were the main outcomes?’ (probe) ‘So, that took a total of six weeks?’ (closed – clarifying) ‘Was it your idea or someone else’s?’ (closed – clarifying) ‘And the patient made a full recovery?’ (closed – clarifying) ‘So, let me see if I’ve followed you…’ (checking – summary) - 40 -
  • 41. Part 8 Providing Feedback Using Feedback Effectively Feedback: Place and Time Feedback Approaches The Feedback Sandwich - 41 -
  • 42. Using Feedback Effectively  Types of feedback – Verbal or written feedback – Fact feedback – Feeling feedback  Using feedback effectively – – – – – – Giving and getting definitions Don’t assume Asking questions Speaking the same language Keeping tuned it Withholding feedback Giving feedback on the behavior, not the person! - 42 -
  • 43. Feedback: Place and Time  Place – Somewhere quiet, like an office or meeting room  Time – The feedback needs to come as soon as possible after the event. – If a person has done something that violates a given rule, you may have to act immediately. • Making sure you can control your own emotions so you will avoid saying something that you might later regret. • Applying non-violent communication. Recognition or reward should be given in public, but a negative feedback needs to keep in private! - 43 -
  • 44. Feedback Approaches  Informal feedback – Recognizing something that has been learned and properly applied to the workplace, or offering a small reward for overall performance.  Formal feedback – Being often used with certain benchmarks and at certain times of the year.  360-degree performance – A tool solicits feedback from people within a 360-degree radius of the team member - 44 -
  • 45. The Feedback Sandwich Make a specific positive comment Offer critique or suggestions for improvement Make an overall positive comment - 45 -
  • 46. Part 9 Networking Skills Making a First Impression Effective Introduction 3C Projecting Making a Handshake Using Business Cards Organizing Your Contact List 4-Stage Effective Short Conversation Minimizing Nervousness - 46 -
  • 47. Making a First Impression Well prepared – Dress code – Name card – Route to the meeting location – The discussion topic and the people will meet. Effective introduction 3C Projecting – Confidence – Competence - Credibility When you’re networking, it’s important to make the best of the first meeting. - 47 -
  • 48. Effective Introduction Projecting warmth and confidence. • Mind your body language • Warm handshake Stating your full name, position and company. • “Good morning! I’m John Live, sales executive of TrainingStore company.” • Giving your name card. Repeating the name of the other person when greeting. • “It’s nice to meet you, Mr. John Live” • Repeating their name is an acknowledgment that you heard their introduction - 48 -
  • 49. Projecting Confidence Straight - relaxed posture Holding your head high and steady – Don’t slouch or slump. Moving in a natural, unaffected manner Maintaining eye contact with the people you are talking to - 49 -
  • 50. Projecting Competence Exhibiting your knowledge – Knowing the agenda and the meeting topics. – Being prepared for the meeting. – Preparing supportive materials to emphasize your points. Answering questions clearly and asking relevant questions Avoiding the use of slang or technical jargon. - 50 -
  • 51. Projecting Credibility Being on time. Being presentable. – Groomed and dress codes. Keeping true to your word and your body language. - 51 -
  • 52. Making a Handshake  Beginning with a greeting and self-introduction  Handshaking – – – – – Pump your hand only 2-3 times. Shake from your elbow. Do not use a forceful grip. Avoid offering a “fish hand” or “lady fingers”. One hand is better than two.  Ending a handshake – Should end before the oral introduction exchange does.  Covering your mistakes – If you are worried that your handshake did not convey the right message about yourself, simply change the focus of the moment by offering a quick compliment or asking the other person a question. - 52 -
  • 53. Using Business Cards Tips: 1. Always keeping your business cards within you. 2. Being active: Timing the presentation of your card. 3. Handing a card when • • • • • • At the beginning of the meeting At the networking time You’re asked You’re asked to repeat your name Someone asks to send you something At the end of the meeting 4. Explaining what you can offer them. 5. Showing the other person that you value their card. - 53 -
  • 54. Organizing Your Contact List  Using tools: Name holder, Outlook, Google, etc. card  Reviewing your new contacts after each networking time. – Updating your contact list – Making detail notes for interesting contacts.  Dropping a connecting thank-you email to connected person.  Reviewing your contact list periodically. - 54 -
  • 55. 4-Stage Effective Short Conversation 1. Small Talk Exchange-ofpleasantries stage • Talking about generic topics, subjects that almost everyone is comfortable discussing. • Establishing rapport. 2. Fact Disclosure Getting-to-know stage • Telling the other person some facts about you, your job, your interests, etc. • Aiming to see if you have something in common with the other person. 3. Viewpoints and • Offering what you think about various topics like Opinions politics, education, the new business model. “Buffering effect” stage 4. Personal Feelings • Disclosure and acknowledgment of personal feelings. • Requiring trust, rapport, and even a genuine friendship, because of the intimate nature of the subject. - 55 -
  • 56. Minimizing Nervousness Tips: 1. 2. 3. 4. 5. 6. Be informed. Read ! Read! Read! Practice! Practice! Practice! Learning relaxation techniques. There are many activities that can help relax a nervous person. These activities include: a) Meditation b) Self-talk c) Visualization d) Breathing exercises e) Listening to music Identifying your triggers Believing in what you have to offer! - 56 -
  • 57. Part 10 Non-Violent Communication Marshall Rosenberg Non-violent Communication Process Four Steps To Express Anger Translating ‘Have to’ to ‘Choose to’ - 57 -
  • 58. Non-violent Communication Process Four steps: 1. Actions we observe that affect our well-being 2. How we feel in relation to what we observe 3. The needs, values and desires that create our feelings 4. Actions we request in order to enrich our lives Nguyen, when I see two balls of soiled socks under the table and another three next to the TV, I feel irritated because I am needing more order in the rooms that we share in common. Would you be willing to put your socks in your room or in the washing machine? - 58 -
  • 59. Four Steps To Express Anger Four options when hearing a difficult message: 1. Blame ourselves 2. Blame others 3. Sense our own feelings and needs 4. Sense others’ feelings and needs Four Steps To Express Anger 1. 2. 3. 4. Stop and breathe Identify our judgmental thoughts Connect with our needs Express our feelings and unmet needs - 59 -
  • 60. Translating ‘Have to’ to ‘Choose to’ Step 1 • List all those things, activities that: • You tell yourself you have to do • You dread but do anyway because you perceive yourself to have no choice. Step 2 • Insert the words “I choose to . . . ” in front of each item you listed Step 3 • Intention behind your choice by completing the statement, “I choose to . . . because I want . . . .” - 60 -

Editor's Notes

  1. Image: dayle-ceit.blogspot.com
  2. Image: www.web-books.com
  3. Avarious pitches to create a mood: “I don’t like that tone!” (Did your mother ever say to you that?)
  4. Image: pangnyiaxiong.efoliomn.com
  5. Six root of open questions (Who? What? When? Where? Why? How?)
  6. Image: www.custominsight.com