5 STEPS …COMMUNICATION Effective Communication Skills

5 STEPS …COMMUNICATION

Effective Communication Skills

“We cannot solve our problems with the same thinking we used when

we created them”

-Albert Einstein

What is Communication?

Communication is the transmission of an idea or feeling so that the sender and receiver share the same understanding.

Communication is not a mysterious process.Communication is not a mysterious process.It takes place when the ideas from your mind are transferred It takes place when the ideas from your mind are transferred

to another’s and arrive intact, complete, and coherent.to another’s and arrive intact, complete, and coherent.

Objectives

• Define and understand communication and the communication process

• List and overcome the filters/barriers in a communication process

• Practice active listening

• Tips to improve verbal and non verbal communication

What are the most common ways we communicate?

Spoken Word

Written Word

Visual Images

Body Language

The Communication Process

SENDER(encodes)

RECEIVER(decodes)

Barrier

Medium

Feedback/Response

Types of Communication

One-way communication

Two-way communication

One to many

Communication is not dependant only on ‘words’ ……it can also be through your ‘body

language’ and ‘tonality’

One sentence can ‘Make a big difference’…..

Components of Communication

Verbal CommunicationVerbal Communication

Vocal communicationVocal communication

Non-verbal Non-verbal communicationcommunication

Features of Effective Communication

• Active Listening

• Eye contact

• Posture

• Simple language

• Questioning skills

Benefits of effective communication

• Quicker problem solving

• Better decision making

• Steady work flow

• Strong business relations

• Better professional image

Barriers to communication

• Noise

• Inappropriate medium

• Assumptions/Misconceptions

• Emotions

• Language differences

• Cultural differences

• Poor listening skills

• Use of jargon

• Distractions

Five steps …….Active Listening

Questioning Technique

Form Cocoon

Engage yourself

Don’t ‘Assume’

Hearing Vs Listening

Hearing – Physical process, natural, passive

Listening – Physical as well

as mental process, active,

learned process, a skill

Listening is hard.You must choose to participate in the process of

listening.

Active Listening

The process of recognizing, understanding, andaccurately interpreting communicated messages

and responding to spoken and/or nonverbalmessages.

Steps to Effective Listening:• Hearing• Interpretation• Evaluation• Respond

Pay attention.Give the speaker your undivided attention and acknowledge the message. Recognize that what is not said also speaks loudly.

• Look at the speaker directly. • Put aside distracting thoughts. Don’t mentally prepare a

rebuttal! • Avoid being distracted by environmental factors. • “Listen” to the speaker’s body language.

Show that you are listening.Use your own body language and gestures to convey your attention.

• Nod occasionally. • Smile and use other facial expressions. • Note your posture and make sure it is open and inviting. • Encourage the speaker to continue with small verbal

comments like yes, and uh huh.

Active Listening

Provide feedback. Reflect what has been said by paraphrasing. “What I’m hearing is…” and “Sounds like you are saying…” are great ways to reflect back.

– Ask questions to clarify certain points. “What do you mean when you say…” “Is this what you mean?”

– Summarize the speaker’s comments periodically. Defer judgment.

Interrupting is a waste of time. It frustrates the speaker and limits full understanding of the message.

• Allow the speaker to finish. • Don’t interrupt with counter-arguments.

Respond Appropriately. Active listening is a model for respect and understanding.

You are gaining information and perspective. You add nothing by attacking the speaker or otherwise putting him or her down. • Be candid, open, and honest in your response. • Assert your opinions respectfully. • Treat the other person as he or she • would want to be treated.

In brief

o Eliminate Noiseo Get Feedback – Verbal & Body

Signalso Speak Slowly & Rephrase your

sentenceo Don’t Talk down to the other persono Listen Carefully & Patiently

Improving Verbal Communication-Tips

Improving Body Language - Tips

• Keep appropriate distance

• Touch only when appropriate

• Take care of your appearance

• Be aware - people may give false cues

• Maintain eye contact

• Smile genuinely

First Impression?

It takes just a quick glance, maybe three seconds, for someone to

evaluate you when you meet for the first time.

• Be on Time• Be Yourself, Be at Ease• Smile!• Be Open• Small Talk …• Be Positive• Be Courteous And Attentive

5 STEPS …COMMUNICATIONHow good is your

communication? How well do you

communicate?

• 56-75% Excellent! You understand your role as a communicator, both when you send messages, and when you receive them. You anticipate problems, and you choose the right ways of communicating. People respect you for your ability to communicate clearly, and they appreciate your listening skills.

• 36-55% You're a capable communicator, but you sometimes experience communication problems. Take the time to think about your approach to communication, and focus on receiving messages effectively, as much as sending them. This will help you improve

• 15-35% You need to keep working on your communication skills. You are not expressing yourself clearly, and you may not be receiving messages correctly either. The good news is that, by paying attention to communication, you can be much more effective at work, and enjoy much better working relationships! The rest of this article will direct you to some great tools for improving your communication skills.

Open Vs Closed Questions?

Questioning Technique

• Tell me how you went about…?’ (open)

• ‘How did you prepare?’ (open – secondary)

• ‘What was your starting point?’ (probe)

• ‘So, what happened next?’ (probe)

• ‘Who else was involved?’ (probe)

• ‘And how did they respond?’ (probe)

• ‘What were your thoughts at that stage?’ (probe)

• ‘What were the main outcomes?’ (probe)

• ‘So, that took a total of six weeks?’ (closed – clarifying)

• ‘Was it your idea or someone else’s?’ (closed – clarifying)

• ‘And the patient made a full recovery?’ (closed – clarifying)

• ‘So, let me see if I’ve followed you…’ (checking – summary)

• "How many people were involved in the fight?""About ten.""Were they kids or adults?""Mostly kids.""What sort of ages were they?""About fourteen or fifteen.""Were any of them wearing anything distinctive?""Yes, several of them had red baseball hats on.""Can you remember if there was a logo on any of the hats?""Now you come to mention it, yes, I remember seeing a big letter M like on those energy drinks on a hat."

Some more examples….

Form Cocoon

Avoid any kind of side disturbances or disruptions by creating a cocoon around you which can help you concentrate more on the message of the speaker…

‘This can help you deliver better and build a trust for yourself’

Unconscious mind informs both the people ..he is

interested in whatever I am saying…

Engage yourself

Show your interest and willingness to here the client….do not project at any stage that the client is secondary ,that may lead to build distrust….

“Assumption is communication’s greatest

enemy”

Don’t ‘Assume’

…in the new global and diverse workplace requires

excellent communication skills!

Success for YOU…

5 STEPS …COMMUNICATION Effective Communication Skills

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