effective communication
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Effective CommunicationsEffective Communications
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It’s important that It’s important that YOU YOU
are are
Good CommunicatorsGood Communicators
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Communication GoalsCommunication Goals
To change behavior
To get action
To ensure understandingTo persuade
To get and giveInformation
Source: CGAP Direct
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70% of communication is70% of communication is
Misunderstood Misinterpreted Rejected Distorted Not heard
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30% of you aren’t 30% of you aren’t listening to me listening to me
right now!right now!
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Messages not delivered Messages not delivered due to “distortion”due to “distortion”
Sender Receiver
Feedback
Distortion
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What causes distortion?What causes distortion?
Language Wordiness Semantics Emotions
Perceptions Preconceived
notions/expectations Physical hearing problem Speed of thought Personal interests Emotions Attention span No active listening!
SpeakerSpeaker ListenerListener
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Be a Be a Good ListenerGood Listener
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Limited TimeLimited Time
In an emergency you may not feel you don’t have the time to
listen to others
To be a good communicator, good judge and good leader, you
need to develop the quality of being a good listener
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At Work and At HomeAt Work and At Home
Good listening skills are essential to:
Build healthy relationships
Solve problems
Improve accuracy
Create understanding
Resolve conflicts
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Bonus…Bonus…
People appreciate and respect good listeners!
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ACTIVE ACTIVE listenerlistener
This is someone who listens by using all of their senses so that the message being
communicated is clear
This helps reduce the risk of making wrong assumptions & misunderstanding what is
being said
14The ACTIVE listener will…
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Be FocusedBe Focused
FocusFocuson the person talking to you 15
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What you shouldn't do!What you shouldn't do!
Act distracted (look at your watch!) Tell your own story don’t acknowledging theirs Give no response Invalidate response, be negative Interrupt Criticise Give advice/solutions quickly Change the subject Reassure without acknowledgment
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Stop what you are doing when the person starts to speak
Tune out distractions and
Concentrate 100% on what is
being said
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This means that you should:This means that you should:
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Show UnderstandingShow Understanding
ShowShowthat you understand what is being said
John Atherton Fire Risk Management LtdJohn Atherton Fire Risk Management Ltd
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This means that you should:This means that you should:
Summarise the main idea of what is being said (‘It sounds like…’)
Ask a question that shows you are on the right track in understanding (‘Are you saying that…?’)
Nod your head occasionally
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Show OpennessShow Openness
ShowShow that you are open to the ideas being expressed
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This means that you should:This means that you should:
Be nonjudgmental - try to understand where the other person is coming from
Be patient - the other person may need more time so try not to interrupt them
Even if you don’t agree, listen for ideas that will help work towards finding a solution or working through the conflict
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Effects of active listening:Effects of active listening:
It helps people relax and develop trust It facilitates focus on the relevant issues It conveys empathy, respect and
acceptance It helps identify and summarise ideas,
perceptions and concerns and It leads to a clear direction
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Techniques to Techniques to improve listening skillsimprove listening skills
PARAPHRASEPARAPHRASE
Restate what was said in your own
words
PARAPHRASEPARAPHRASE
Restate what was said in your own
words
SUMMARISESUMMARISE
Pull together the main points
of a speaker
SUMMARISESUMMARISE
Pull together the main points
of a speaker
QUESTIONQUESTION
Challenge speaker to think further,
clarifying both your and their
understanding
QUESTIONQUESTION
Challenge speaker to think further,
clarifying both your and their
understanding
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Two basic types of Two basic types of questionsquestions
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 with how, what and how
come (not why!)
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