24457214 communication skills

8/8/2019 24457214 Communication Skills

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Communication Skills


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Agenda

Listening Skills

Writing Skills

Presentation Skills: Preparation

Presentation Skills: Presenting


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Communication Skills Overview

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.


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Most common ways to communicate

Writing


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Communication Goals

To change behavior

To get action

To ensureunderstandingTo persuade

To get andgive

Information

Source: CGAP Direct


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Critical success factor for life

The majority of your

perceived ability comes from

how you communicate

70% How you

communicate it

30% What you know

Source: CGAP Direct


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Listening Skills


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Agenda

1. Motivation

2. How to Listen

3. Paraphrasing, Summarizing and

Questioning


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Part 1

Motivation


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Session Objectives

Be able to:

Describe reasons that communication fails

List strategies to improve communication

Paraphrase and summarize conversations

Use appropriate questioning techniques


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Listening and Speaking are used a lot

9%

16%

30%

45%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Writing Reading Speaking Listening


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But not taught enough

9%

16%

30%

45%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Writing Reading Speaking Listening


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Listening is needed everywhere

Listening skills form the basis of:

Continued learning

Teamwork skills

Management skills

Negotiation skills

Emotional intelligence


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But not practiced effectively

70% of all communication is

Misunderstood

Misinterpreted

Rejected

Distorted

Not heard

Source: CGAP Direct


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Part 2

Howto Listen


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Harry always was a poor listener.


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What if communicationwere not possible?


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Frustration and Chaos!


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Both childrenwant the orange


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Butwithout good listening, neithergetswhat theywant


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Communication

SENDER RECEIVER

Feedback

receiver sender

Communication is the process of sending andreceiving information among people

Source: CGAP Direct


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Messages not delivered due to distortion

Sender Receiver

Feedback

Distortion


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What causes distortion?

Speaker

Language

Wordiness

Semantics

Emotions

Inflections

Listener

Perceptions

Preconceived

notions/expectations

Physical hearing problem

Speed of thought

Personal interests

Emotions

Attention span

No active listening!


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What do you think about?

I have something

really importantto

tell youMaybe I should

get a haircut


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30% of you arent paying

attention right now!


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Clues that you are not listening

Are you simply waiting for your turn to talk?

Are you thinking about your reply before the

other person has finished talking?


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Listening and speakingrequireenergy

Listening takes... concentration and energy

curiosity and open-mindedness

analysis and understanding Speaking requires...

sharp focus

logical thinking

clear phrasing

crisp delivery


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Howto be an active listener

Set the stage Choose an appropriate physical environment

Remove distractions

Be open and accessible

Maintain relaxed, open posture that shows concentration

Ensure mutual understanding

Reflect feelings

Offer acknowledgements (say uh-huh)

Paraphrase main ideas Interrupt to clarify

Confirm next steps


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Howto be an active listener

Understand body language Observe position and posturing

Make eye contact

Consider expression and gestures Suspend judgment

Concentrate

Keep an open mind

Hear the person out

Do not react to emotive words


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ActiveListening (not!)

Behaviors that hinder effective listening Act distracted (look at your watch!)

Tell your own story without acknowledging theirs

Give no response

Invalidate response, be negative Interrupt

Criticize

Diagnose what was said

Give advice/solutions quickly

Change the subject

Reassure without acknowledgment


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Lets practice

Tell the person next to you about your

Research Project


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Tell me your stories

Do you feel your partner understood you?

What made your partner easy/hard to listen to?


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Part 3

Paraphrasing, Summarizing and

Questioning


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Techniques to improve listening skills

PARAPHRASEPARAPHRASE

Restate what wassaidin your own

words

SUMMARIZESUMMARIZE

Pulltogetherthemain points

ofa speaker

QUESTIONQUESTION

Challengespeakerto think further,

clarifying both yourandtheir

understanding


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PracticeParaphrasing

Paraphrasing is simplyrestating what another

person has said in your

own words.

Use phrases such as:

In other words

I gather that

If I understand what youare saying

What I hear you sayingis

Pardon my interruption,but let me see if Iunderstand youcorrectly


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Practice Summarizing

Summarizing pullsimportant ideas, facts or

data together.

Useful for emphasizing key

points and setting the stagefor further discussion.

The person summarizing

must listen carefully in

order to organize the

information systematically.

Try out thesesummarizing phrases:

If I understand you

correctly, your main

concerns are

These seem to be the

key ideas you have

expressed


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Two basic types ofquestions

1. Closed questions:

Get a one-word response and inhibit thought.

Questions begin with who, when and which

2. Open-ended questions: Invite unique thought, reflection or an explanation.

Questions begin withhow, what and how come (not why!).


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Practice Questioning

Rephrase the following closed questions tomake them open-ended:

1. Are you feeling tired?2. Isnt it a nice day?

3. Was the last activity useful?

4. Is there anything bothering you?

5. So everything is fine, then?


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Lets practice

Tell the person next to you what you did lastweekend


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Questions?


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Feedback

Give an assessment of todays session

What did you like most and least?

Assess the verbal presentation?

Assess the slides?

How useful do you think this topic will be for

future classes on communications?

24457214 communication skills

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