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Effective Communication Skills by Derek Hendrikz covers tone of voice, body language, words, sender, message, receiver, feedback, noise, emotion, content, whole messages and active listening. www.derekhendrikz.com
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Copyright © 2014
Derek Hendrikz Consulting
www.derekhendrikz.com
www.derekhendrikz.com
ThreeReasons toCommunicate
1
32
To change something relevance-based communication
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To maintain something process-based communication
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To establish or maintain a relationshipgrowth-based communication
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Body Language; 50%
Tone of Voice ; 40%
Words 10%
Construct of Communication
Body Language Tone of Voice Words www.derekhendrikz.com
The Communication Process:
SenderSender ReceiverReceiver
MessageMessage
FeedbackFeedback
NOISE
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Sender:
Initiates the communication process by encoding a message and selecting a channel
to transmit the message to the receiver. Encode is to put a message into words or
images.
Message:
Is the information that the sender wants to transmit.
Receiver:
Is the person who receives the message that was transmitted.
Feedback:
Here the communication process starts all over, when the receiver gives feedback
on the message that was given.www.derekhendrikz.com
barriers to effective communication
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Language (semantics, accent, jargon, etc.)
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Physical (hearing, external noise, etc.)
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Cultural (ethnicity, values, beliefs, etc.)
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Non-verbal (mannerisms, interest, etc.)
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• Influence others to believe!
• Have something to say (and believe in it)
• Figure out how to organize your words
• Figure out how to SAY the words
• Practice, practice , practice
• Deliver with WoW
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Communication is Key!!!
Why is Communication Important?
• It is the primary way of getting anything done
• It is the essence of team work
• Most of management problems arise because of lack of
effective communication
• Misunderstanding is the primary source of all conflict
• It is the number one skill for all successful people
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Whole Messages
• Effective communication entails whole messages.
• These messages are highly effective when dealing
with difficult issues.
• A whole message involves expressing how you
think and feel.
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Whole Message
Mechanics…
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Describe what happened:e.g. 'The other day when Mike came over you didn't stop and talk to him.'
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observation
Your beliefs, opinions or interpretation of what happened:e.g. 'I thought it looked rude - as though you don't like him.'
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thoughts
How you feel about the situation:e.g. 'I felt embarrassed and uncomfortable.'
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feelings
What you would like to happen in the situation:e.g. 'Next time he comes over, I'd like you to say 'hi' and to make an effort to talk to him.'
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wants
Active Listening
PHYSICAL• Posture• Gestures• Expressions• Eye Contact• Responses
VOCAL• Responses• Paraphrasing• Clarification
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Door Opener: Indicate the willingness to listen by saying “Would you like to talk about it?” or “Tell me what’s on your mind”
Listening: You remain quit so that the other person can talk.
Acknowledgement: Without interrupting, you encourage and let the other person know you are listening by saying “Mm-hmm”, “Really”, “OK”, etc. or by maintaining eye contact and nodding.
Paraphrasing: You could occasionally tell the other person in your own words your impression of what he/she just said.
More Active Listening…
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