last edition to communication skills 111000

8/3/2019 Last Edition to Communication Skills 111000

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Communication SkillsTraining Materials


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Objectives Of The Presentation

Participants will:

- Learn basic concept of Communication.

- Learn Communication Process.- Learn regarding types of Communication.

- Know Communication Barriers.

- Learn regarding the Seven Cs. of

Communication.


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Participants will:

- Learn the Composition of Communication.- Learn why misunderstanding arises.

- Learn the Quality of Good Communication.

- Learn regarding Listening (the other half of

communication skills and an essential key toincreasing the results).

- Overall improve their Communication Skills.


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Communication Exercise:

Chinese Whisper
http://www.skillsconverged.com/FreeTrainingMaterials/tabid/258/articleType/ArticleView/articleId/630/categoryId/105/Communication-Exercise-Chinese-Whisper.aspxhttp://www.skillsconverged.com/FreeTrainingMaterials/tabid/258/articleType/ArticleView/articleId/630/categoryId/105/Communication-Exercise-Chinese-Whisper.aspxhttp://www.skillsconverged.com/FreeTrainingMaterials/tabid/258/articleType/ArticleView/articleId/630/categoryId/105/Communication-Exercise-Chinese-Whisper.aspxhttp://www.skillsconverged.com/FreeTrainingMaterials/tabid/258/articleType/ArticleView/articleId/630/categoryId/105/Communication-Exercise-Chinese-Whisper.aspx


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what is the

Communication process?

..

.

..

.


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Communication process


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Communication is a series of Experience of

HearingSmell

Seeing

TasteTouch


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Most Common Ways to Communicate

SpeakingWriting

VisualImage

BodyLanguage


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COMMUNICATION GOALS

To get and giveinformation

To persuade

To ensure understanding

To get action

To change behavior


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Communication Advantages

Increase productivity.

Reduce stress.

Better understand what others are saying.

Better understand how to get your message

across.

Enhance relationships.

Save time andmoney.


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Types Of Communication

Visual Communication

1

2

4

3


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Composition Of Communication


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Communication Activity

Who am I?


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The 7 Cs,Of communication

Concise

Concrete

Correct Coherent

Complete

Courteous

Clear


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Communication Barriers?

1-Assumptions2- Too Much Information

3- Physical Barriers

4 - Perceptual Barriers5 - Emotional Barriers

6 - Cultural Barriers

7 - Language Barriers

8 - Body Language

9.-Interpersonal Barriers

10- Stress


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Open and Closed Questions Funnel Questions

Leading Questions

Rhetorical Questions

Questioning Techniques

Asking questions effectively


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- Mistakes are made.

- Misunderstanding Occur.

- Time is wasted.- Problems are created.

- Relationships are strained.

- Orders are lost.

- Information is incorrect

When Communication Fails?


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- Instruction become misleading.

- Reality is distorted.

- Confusion arises.- Opportunities are missed.

- Problems complain.

- Customers change suppliers.


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..1- Be a Good Listener

2- Be Present, not only Physically

but Mentally Too!

3- Don't Presume Beforehand:

4- Use the Right Channel to Communicate!

5- Keep it Simple and Easy:

6- Feedback is Extremely Important

How to overcome communication barriers?

Touch


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Communication Exercise

WALK THE TALK


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Communication styles are concerned only withwhat we see and hear.

Communication styles are divided to four

types based on two dimensions:1-Assertiveness(The way a person attempts

to influence others).

2-Responsiveness(How a person expressesemotions).

Communication Styles

According to Types of Individuals


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Assertiveness

-Its the degree to which a person is perceived astrying to influence the decisions of others.

-It measures whether a person tends to tellversus

ask.-An individual can be categorized as higher

assertive or lowerassertive or somewhere inbetween.


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Responsiveness

Its the degree to which a person is perceived asexpressing feelings openly when relating withothers.

-It indicates whether a person tends to emote

versus control feelings.-An individual can be categorized as higher

responsive or lower responsive orsomewherein between.


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Expressive

+

+

DriverAnalytical

Amiable


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LOW

RESPONSIVE

(Controls)

HIGH

RESPONSIVE

(Emotes)

HIGH

ASSERTIVE

(Tells)

LOW

ASSERTIVE

(Asks)

ANALYTICAL DRIVER

AMIABLE EXPRESSIVE

Control

SpecialistTechnical

Specialist

Social

Specialist

Support

Specialist


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Technical Specialist

&

Emotions Controller

Analytical


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Ask

Control

Analytical

Ask & control

Details oriented

Formal dress

Hard worker Persistent

Organized

Takes time to think

Examines all sides

Requires proofs

Objective

Respects norms

Asks questions Gathers facts &

examines all sides

Slower to take adecision Wait & See

In the job


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Clues to the Analytical

Eye Contact Limited & direct

Face Serious & controlled

Voice Speed Slow pace & words chosen

Voice Tone Monotone

Gestures Limited & maintains largepersonal space

Posture Erect & formal


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To influence

Be prepared &organized

Provide proofs

Focus on details

Establish trust

Leave time to decide

Examples

Be sincere & patient

AVOID

Be disorganized Be informal & casual

Rush the decision-

making process

Leave things to chance

Use someones

opinions

Relax

Putting pressure

Talk too much


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Control Specialist

&Hide Emotions

Driver


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Tell

Control

Driver In the job

Hard worker

Expect quick actions

Decide on the spot

Organized Controlling others

Businesslike

Final results oriented

Not details oriented

Tell & Control

Task oriented

Ambitious

To-the-point Dominant

Determined

Not sociable

Final results

Conservative dress


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Clues to the Driver

Eye Contact Direct & steady

Face Serious & determined

Voice Speed Fast pace & words chosen

Voice Tone Strong tone & narrow range

Gestures Limited & maintains large

personal space

Posture Erect & indicates readiness to act


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Avoid

Wasting his time

Personal relationships

Detailed explanation

Asking more questions

Not providing proofs

Direct to the point

Final results

Brief, clear & specific

Giving options

Leave him to decide

Not details oriented

To influence

Driver


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Social Specialist

using personal power to lead others andexpressing his emotions

Expressive

Tell


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Tell

Emote

Pleasant

Energizing

Creative

Relationship builder

Sociable

Motivate others

Quick to take a

decision

Quick to start and to

change

Tell & Emote

Excitable

Not interested in

norms

Friendly and sociable

Wants to be a STAR

Enthusiastic

Initiative

Casual dress

Impatient

In the jobExpressive


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Clues to the Expressive

Eye Contact Direct & widened eyes for emphasis

Face High emotional content

Voice Speed Varies with emotion

Voice Tone Highly variable & dramatic

Gestures Energetic, frequent & small personalspace

Posture Excited, used to emphasize points


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To influence

Only businessoriented

Wasting your time

Too muchdata/details

Being dogmatic

Low speed - Cold Speaking more than

him

Have little talks Practical ideas

Quick actions

Needs recognition Be enthusiastic

Ask for his advice

Avoid


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Support Specialist

&

expresses his emotions

Amiable


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Ask

Emote

Ask & Emote

Friendly

Emotive

Relax

Needs reassurances

Follower

Good listener Flexible

Loyal and reliable

Works for a boss

Listen to others

Build long termrelations

Patient and calm

People oriented Cautious

In the jobAmiable


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Clues to the Amiable

Eye Contact Limited, direct & shows warmth

Face Relaxed & broad smile

Voice Speed Slow pace & relaxed

Voice Tone Variable, warm & friendly

Gestures Broad, slow to respond & smallpersonal space

Posture Relaxed & comfortable


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To influence

Personalrelationships

Patients

Be friendly Tell him what to do

Reassure him

Go slowly Make it simple

Being cold

Too much data

Complicating

information Going fast

No relationship

Much pressure onhim

Avoid


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IWillSurvive

Communication Exercise:


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The Johari Window

THE JOHARI WINDOW


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THE JOHARI WINDOW

open BLIND

Hidden UNKNOWN

KNOWN BY

SELF

UNKNOWN

BY SELF

ASK

UNKNOWN

BY OTHERS

KNOWN BY

OTHERS

SE

LFDISCLOSURE

FEEDBACK FROM OTHERS

SELF DISCOVERY

TELL

UNKNOWN BY SELF

AND OTHERS


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You will always learn more by listeningthan by speaking.

Most people need and want someonewho will listen to them with individualattention.

Listen 85 percent of the time, speak 15

percent, your whole world will shift, andyou will learn more, too. People valuea good listener.

LISTENING


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Active Listening

Hear what people are really saying

Listeningis one of the most important skillsyou can have. How well you listen has a major

impact on your job effectiveness, and on the

quality of your relationships with others.

We listen toobtain information.

We listen tounderstand.

We listen forenjoyment.

We listen tolearn.


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Becoming an Active Listener Pay attention

Showthatyou are listening

Provide feed back

Defer judgment

Respond appropriately


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THE FLOWER FORMULA:-

F=Face the other person directly

L=Lean Toward the speaker.

O=Open Your Posture .do not across your

Arms/Legs.W=Watch the speaker. Maintain Good Eye-

Contact.

E=Energize your listening. DO not stand /Sit

Rigidly.

R=Relax While you listen avoid showing Tension.
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AssertivenessWorking with People; Not Against Them

Assertiveness

is based on balance

Aggressive

behavior is based on winning


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Developing Your Assertiveness

1-Value yourself and your rights2- Identify your needs and wants and ask for them

to be satisfied

3-Acknowledge that people are responsible fortheir own behavior

4- Express negative thoughts and feeling in a

healthy and positive manner

5- Receive criticism and compliments positively

6- Learn to say no when you need to


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Assertive Communication Techniques

There are a variety of ways to communicateassertively. By understanding how to beassertive, you can quickly adapt thesetechniques to any situation you are facing.

I statements

Empathic Assertion

Escalating Assertion

Ask For More Time

Change Your Verbs

Broken Record


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Ways to Improve Communication Skills:

1- Listen and observe2- Communication is not just about speaking

effectively and in an impressive manner

3- Having a sense of humor helps to make any

conservation light and fun to be in

4- Whenever you listen to the person opposite you

remember you need to take time to think before

you pass any judgment on what is being said.5-Avoid thinking that what you say is always

right.


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6- Conflicts and silence

7- Learn e- mail etiquette

8- Be clear and concise9- Rethinkabout the ways you are framing your

sentences

10-Sporting the right kind of body languagecanalso help you to improve your communication

skills

11- get other people interested in your

conversation as well

12 A polite manner of conversing can help you


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12-A polite manner of conversing can help you

improve tour communication skills

13- Empathize

14-Talk the talk

15-Concentrate on body language

16-Carefulwhen criticizing

17-Encourage communication in all sectors


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Effective Communication Skills

1- Staying focusedwhile communicating is veryimportant

2- Developingeffective listening skillsis asimportant as speaking during a communication

process3- Making an eye contactwhile speaking/and

listening is a way to assure the other person thatyou are following the communication process with

interest.


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4- The aspect of body languageshould begiven as much importance as verbal

communication while interacting with people

5- Attitude of the speakerholds greatimportance while communicating

6- Speaking clearly7- One should not use a harsh language


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A SMALLTRUTHTO MAKE

OURLIFE100%WHATISTHIS?


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Hard work

H+A+R+D+W+O+R+K

8+1+18+4+23+15+18+11=98%

Knowledge

K+N+O+W+L+E+D+G+E

11+14+15+23+12+5+4+7+5 = 96%


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Love

L+O+V+E12+15+22+5 = 54%

Luck

L+U+C+K

12+21+3+11 =47%


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Then what makes100%?

Is itMoney? ...NO!!!!![M+O+N+E+Y =

13+15+14+5+25 = 72%]

Leadership? ...NO!!!!

[L+E+A+D+E+R+S+H+I+P =

12+5+1+4+5+18+19+9+16 = 89%]


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ATTITUDE

A+T+T+I+T+U+D+E

1+20+20+9+20+21+4+5 =100%

It is OUR ATTITUDE towards Life and

Work that makes OUR Life 100%


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ATTITUDEWhen you change your thinking, youchange your belief; when you change yourbelief, you change your expectations;when you change your expectations, youchange your behaviour; when you changeyour behaviour, you change your attitude;when you change your attitude, youchange your life. (Eisenhower)

Benefits


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Benefits

after this training one will be able to

Understand communication dynamics

Understand and improve body language

Develop effective listening and responding skills

Understand active vs. passive vs. reflectivelistening

Use positive reinforcement

Improve the effectiveness of your

communication

Keep communication concise and to the point

Dealing effectively with customers


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last edition to communication skills 111000

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