Download - Communication Skill Development
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Examples of Miscommunication!
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Five Skills of Communication
Speaking
Listening
Reading
Writing
Nonverbal
Communications
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4
The Power of Listening
Seek first to understand, then be
understood.
- Stephen Covey
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5
Listening vs. Hearing
Hearing- Physical process;
natural; passive
Listening- Physical & mental
process; active; learned process;a skill
Listening is hard!
You must choose to participate inthe process of listening
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Percentage of Communication
Mode of
Communication
Formal Years
of Training
Percentage of
Time Used
Writing 12 years 9%
Reading 6-8 years 16 %
Speaking 1-2 years 30%
Listening 0-few hours 45%
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Why Be A Good Listener?
Needs of others
To be recognizedand remembered
To feel valued
To feel appreciated
To feel respected
To feel understood
To feel comfortableabout a want or need
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Be Empathetic
Dont Over
Talk
Make Eye
Contact
Exhibit Affirmative
Head Nods and
Appropriate Facial
ExpressionAsk Questions
Avoid Distracting
Actions or
Gestures
Paraphrase
Avoid
Interrupting
Speakers
Active
Listening
Effective Listening
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Speaking
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A= Appreciatethe organizers
B= Bestthing to do today.
C= Careabout the topic being discussed
D= Dangeris that we may forget and not apply
the learning..E= Electroniccommunication is the way of the
world
F= Finally, I believe you will learn many things
from this discussion and will apply at least
one thing in your personal or professional life!
A2F Method of Speaking
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Regulate your pace of talking
Modulate your voice
Use intonationMaintain eye contact
Learn to Listen and not hear
Take short pauses
Tips For Effective Speaking1/2
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Think before you talk
Use facial expression
Use wide range of vocabulary
Understand and respect your audience/theperson
Learn to read and understand non verbal
language
Keep it short and simple (KISS)
Tips For Effective Speaking2/2
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Reading
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Writing
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A blind boy sat on the steps of a building with a hat by his feet. He
held up a sign which said: "I am blind, please help." There were
only a few coins in the hat
A man was walking by. He took a few coins from his pocket and
dropped them into the hat. He then took the sign, turned it around,
and wrote some words. He put the sign back so that everyone who
walked by would see the new words
A True Story1/3
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Soon the hat began to fill up. A lot more people were giving money
to the blind boy. That afternoon the man who had changed the sign
came to see how things were. The boy recognized his footsteps
and asked, "Were you the one who changed my sign this morning?
What did you write?"
The man said, "I only wrote the truth. I said what you said but in a
different way."
A True Story2/3
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What he had written was: "Today is a beautiful day and I
cannot see it."
Do you think the first sign and the second sign were saying
the same thing?
A True Story3/3
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Nonverbal Communication:One cannot not communicate!
1. Body Language
2. Eye Contact
3. Space Communication
4. Touch/Handshakes5. Facial Expression
6. Paralanguage
7. Silence
8. Appearance
9. Body Odor
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Body Language
Posture
Gesture
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Eye Contact
Angry stare
Hiding
Glance
Gaze
Peep
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Space Communication
Intimate Space - 0-18
Personal Space - 18- 4
Social Space - 4 12
Public Space - 12>
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Touch/Handshake
Dead fish handshake
Electrifying handshake
Fingershake
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Facial Expressions
Happy Sad Angry
Surprised Fear Confused
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Paralanguage
Volume
Tone
Pitch
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Silence
Silence can mean:
Ignorance/inattention
Anger
Depression Romance!
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Appearance
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Body odor
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Interpersonal
Communication Barriers
FilteringNational
Culture Emotions
LanguageInformation
Overload
Defensiveness
Interpersonal
Communication
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Barriers to Effective
Interpersonal Communication1/2
Filtering
The deliberate manipulation of
information to make it appear more
favorable to the receiver
Emotions
Disregarding rational and objective
thinking processes and substituting
emotional judgments when interpretingmessages
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Barriers to EffectiveInterpersonal Communication2/2
Information Overload
Being confronted with a quantity
of information that exceeds an
individuals capacity to process it
Defensiveness
When threatened, reacting in a
way that reduces the ability to
achieve mutual understanding
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Barriers to EffectiveInterpersonal Communication2/3
Language
The different meanings of and
specialized ways (jargon) in which
senders use words can cause receiversto misinterpret their messages
National Culture
Culture influences the form, formality,
openness, patterns and use of
information in communications
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Overcoming the Barriers to EffectiveInterpersonal Communications
Use Feedback
Simplify Language
Listen Actively
Constrain Emotions
Watch Nonverbal Cues
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The Grapevine
An informal organizational communicationnetwork that is active in almost everyorganization
Provides a channel for issues not
suitable for formal communicationchannels
The impact of information passedalong the grapevine can be countered
by open and honest communicationwith employees
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Politically Correct Communication
Do not use words or phrases that
stereotype, intimidate, or offend
individuals based on their differences
Instead, choose words carefully tomaintain as much respect and clarity as
possible in communications
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