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Basic Communication skills


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Basic Communication Skill for employees

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Basic Communication skills

  1. 1. Communication I
  2. 2. What is Communication? It is an interactional process in which meaning is stimulated to the sending and receiving of verbal and non-verbal messages to bring about mutual understanding, feedback and reaction
  3. 3. Communication Competencies Listening and Organizing Giving Clear Information Getting Unbiased Information
  4. 4. Communication could be… VERBAL One Way Two Way NON-VERBAL
  5. 5. Of the total impact of a message  7% is Verbal  38% is Vocal  55% is Body Language -Dr. Albert Mehrabian
  6. 6. The Communication Process Feedback Sender Encoding Transmission Decoding Receiving Understanding
  7. 7. Functions of Communication Information Delegation Motivation Expression Control Counselling Selling
  8. 8. Listening and Organizing
  9. 9. Definition Listening is a process of absorbing words and selecting meanings. - Bernice Hurst
  10. 10. Definition Listening refers to your ability to understand, organize and analyze what you are hearing so as to decide what to think and do in response to a message -Training House Inc
  11. 11. Definition Organizing involves breaking down and analyzing and rebuilding the complex message for retention -Training House Inc
  12. 12. Types of Listening  Active-Active listening involves interacting with the speaker, asking questions, summarizing, restating, clarifying, giving, confirming feedback and so on  Passive-Involves no interaction with the speaker e.g. with a radio or TV presentation, in a meeting where we are silent
  13. 13. Types of Active Listening  Empathizing - drawing out the speaker, getting information in a supportive way  Analyzing - seeking concrete information & trying to disentangle fact from emotion
  14. 14. Fact Vs. Opinion  Fact - verifiable by checking hard data that exists independent of the speaker  Opinion - soft data that cannot be verified independent of the speaker
  15. 15. Listening for Understanding A message comprises the following components – Vocal – Actual words being said – Non-Vocal – tone, speed, volume, hesitancy and the body behaviour of the demonstrated sender
  16. 16. Loaded & Neutral Statements Loaded Statements – Using biasing words in an attempt to influence the listener emotionally Neutral Statement – A statement free of emotional bias
  17. 17. Barriers to Effective Listening When what you see or hear only fulfills your own expectations, when you have an inflexible mindset When you are unconsciously influenced by stereotypical views We are also influenced by others and often adopt their opinions without thinking
  18. 18. Overcoming Barriers to Effective Listening Keep an open mind about what people say Checking to make sure you understand the message
  19. 19. Overcoming Barriers to Effective Listening Cont‟d Develop an attitude of wanting to listen Focus your attention on understanding the other person‟s meaning not on formulating your response
  20. 20. Overcoming Barriers to Effective Listening Cont‟d Show the speaker that you are listening e.g. through body language  Maintain eye contact-to show interest and observe speaker  Lean forward slightly to communicate concern and to better comprehend the message  Nod your head to indicate understanding  Smile when your speaker uses humour
  21. 21. Overcoming Barriers to Effective Listening Cont‟d  Allow for pause – don‟t feel you have to fill the space with your words while the other person needs time to collect his or her thoughts  Use open-ended questions to open up communication  Use paraphrasing to ensure understanding  Summarize conversation to ensure understanding and provide closure
  22. 22. The Art of Asking Questions We ask questions to obtain information Even before we word a question, we anticipate a certain kind of answer and this expectation influences the way we phrase the question
  23. 23. Questioning Techniques Open questions - opens up a discussion Closed questions - is specific, must be answered with a yes or no or with desired details Fact finding - aimed at getting information on a particular subject
  24. 24. Questioning Techniques Cont‟d Follow up - intended to get more information or elicit an opinion Feedback - aimed at getting a particular type of information
  25. 25. The Art of Asking Questions Situations When speaker uses unfamiliar phrase(s) -ask speaker to clarify or elaborate Sample Questions “Can you elaborate what you mean by „modularized pre- stressed struts‟?”
  26. 26. The Art of Asking Questions Cont‟d Situations When a speaker gets into a sensitive area and has stopped talking – Use encouraging statements without bias Sample Questions “You say that things had started to deteriorate with your marriage right around that time?”
  27. 27. The Art of Asking Questions Cont‟d Situations  When a speaker is digressing and not telling you what you want to hear – draw speaker back to issue at hand Sample Questions  “Perhaps I‟m mistaken, but weren‟t you going to tell me about next week‟s report schedule and the problems you anticipate?”
  28. 28. The Art of Asking Questions Cont‟d Situations  Speaker has been going round in circles, saying same thing over and over. You want to move on – Summarize and probe for any additional information Sample Questions  “Let me see if I can summarize. You said…is there anything else affecting your decision?”
  29. 29. The Art of Asking Questions Cont‟d Situations  Speaker has not explicitly stated what you think is behind the words. – Employ the „risk technique‟ and state what you think is on his/her mind Sample Questions  Is this the situation: You feel if you accept the job of supervisor, your fellow workers will no longer accept you as one of the gang?”
  30. 30. The Art of Asking Questions Cont‟d Situations  The speaker has just said something that doesn‟t seem to agree with a statement made earlier. – Clarify Sample Questions  “But didn‟t you say some minutes ago that…And now I hear you are saying…aren‟t these two statements in conflict?”
  31. 31. Listening Manners Create an atmosphere where you can listen (close out all external distractions) Tune out internal distractions Monitor your body language
  32. 32. Tuning-In Techniques S 0 F T E N Smile Open Posture Lean Forward Tone Eye Contact Nod
  33. 33. Listening: A Ten Part Skill Find areas of common interest Judge content, not delivery Withhold evaluation Focus on central ideas Stick to the issues
  34. 34. Listening: A Ten Part Skill Show attention Overcome distractions Know your own biases Take inventory Listen critically
  35. 35.  Questions?
  36. 36.  Thank You!