view this item 1.02 communication skills
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COMMUNICATION SKILLS
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2009
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A Thought
A man is seldom better than his conversation
- German Proverb
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Communication Skills Overview
Effective communication skills are a critical element in our professional and personal lives.
We all must use a variety of communication techniques to both understand and be understood.
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What is Communication?
SENDER RECEIVER
Feedback
Receiver
Sender
Communication is the process of sending and receiving information among people…
MediumEncode Decode
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Most Common Ways to Communicate
SpeakingVisual Im
ages
Writing Body Language
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Communication GoalsTo change behaviour
To get action
To ensure understandingTo persuade
To get and giveInformation
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Distortions in Communication
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We Need To Improve Communication... as
70 % of our communication efforts are:• misunderstood • misinterpreted • rejected • distorted or • not heard
6 people talking in a 2 people conversation!!
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Critical Success Factor
The majority of your perceived ability comes from how you communicate
38% Visual
55% Tonal
7% Verbal
93% of all Communication is non verbal - SKILL
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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
Amount taught
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Common Communication Errors
• Finishing others’ sentences• Preparing our response before someone has
completed speaking• Multitasking while ‘listening’• Filtering content or meaning based on the
speaker• Speaking for others (we…)
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A Good Algorithm
In order to have good communication:• Listen to understand• Understand before speaking• Speak to be understood• Seek understanding before proceeding• Repeat
Communication is a two way process!
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How Can Communication Be Improved
• Recognition of what makes good communication
• Not being judgmental about your audience or who you are listening/ hearing
• Stop egocentric communication
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Communication Skills
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Communication Skills
• Provide ‘knowledge’ about communication• Give insight on ‘skills’ needed• Suggest ways of going about it
What you need to do:• Learn the tools• Take up every opportunity• Practice, Practice, Practice!
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Why Communication is Important
• Inspires confidence• Builds respect in business and social life• Helps make friends• Develops a distinct personality• Reveals your abilities to others
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Essentials of Good Communication
• Knowledge - Spontaneity in conversation
- Level of conversation
• Organising your thoughts• Participating in discussions• Body Language - Show v. Tell
• Be a good listener - Listening v. Hearing
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How to be an Active Listener 1
• Set the stage
• Ensure mutual understanding
• Understand body language
• Suspend judgment
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How to be an Active Listener 2
• 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
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Techniques To Improve Listening Skills
PARAPHRASEPARAPHRASE
Restate what was said in your own
words
PARAPHRASEPARAPHRASE
Restate what was said in your own
words
SUMMARIZESUMMARIZE
Pull together the main points
of a speaker
SUMMARIZESUMMARIZE
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 Questions
Closed questions: – Get a one-word response and inhibit thought.
– Questions begin with who, when and which
Open-ended questions:– Invite unique thought, reflection or an explanation.– Questions begin with how, what and how come
(not why!).
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Practice Questioning
• Rephrase the following closed questions to make them open-ended:
• Are you feeling tired?• Isn’t it a nice day?• Was the last activity useful?• Is there anything bothering you?• So everything is fine, then?
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Practice Questioning 1
• Are you feeling tired?• How are you feeling today?• Isn’t it a nice day?• What do you think of the weather?• Was the last activity useful?• What did you think of that training?
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Practice Questioning 2
• Is there anything bothering you?• What if anything is bothering you?• So everything is fine, then?• What happened on the training exercise
and how do you think it went?
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Adding Colour to Communication
• Images describe, and relive
• Show, don’t tell• Use audience’s senses
– Sight– Sound– Touch– Taste– Smell
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Improving Communication
• Don’t use cliches • Be Tactful• Brevity• Sincerity• Don’t praise yourself• Avoid argument• Silence• Enunciation Clear, loud, syllables.
Flexibility of tone
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Practice 1
• For distinct enunciation, every word, every syllable, every sound, must be given it proper form and value.
• Think of the mouth chamber as a mold, in which the correct form is given to every sound.
• Will you please move your lips more noticeably?
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Practice 2
• The teeth should never be kept closed in speech.
• Through practices, we can learn to speak more rapidly, but still with perfect distinctness
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Ways To Gain Effective Conversation
• Good use of English – avoid errors• Improved vocabulary – overlook v oversee• Avoid old phrases• Use humour• Add interesting story• Improve clarity of voice – practice
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Public Speaking
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What does the graphic tell you about this speaker?
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The 5-P‘s
• Prior
• Preparation
• Prevents
• Poor
• Performance
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From effective conversation to speech
• Overcoming Fear– Confidence
• Idea of speech– Know your subject
• Know the audience– Target their interest
• Organising the speech– Tell them…
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Developing Your Presentation
• What is your goal?• Research your topic• Develop an outline• Create or locate learning
aids
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A.I.D.A
ttention
nterest
esire
ction
POWERFUL opener
CLEAR connector
MAIN BODYMAIN BODY
POWERFUL close
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AIDA
ttention
nterest
esire
ction
Establish credentials(Me, You, What)Key point
Create +ve expectationsPaint the future benefitsWIFM
The factsMe, You, What is required
The facts 3 advantages benefits
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Making the Presentation Interesting
• Informative• Fun• Variety• Energy• Audience Interaction
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Practicing Your Presentation
• Simulate the presentation setting– Practice aloud– Practice standing up
• Time your presentation• Memorize your opening
few sentences• Watch yourself in a mirror
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Presenting
• Stage fright - feelings follow action
• Talk ‘to’, not ‘at’
• Eye contact
• Don’t judge your audience
• Pause
• Volume
• Pace
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Summary
He who fails to prepare, prepares to fail!