Business Communications

Agenda

● Why is business communications so important?

● Effective listening● Coaching

Why is business communications so important?

● Leading● Inspiring● Negotiating● Giving Feedback● Fast Finding● Coaching● Relationships● …

Important things in BC

Listening Speaking Non-Verbal Language Writing

The communication challenge

MESSAGE TO SENT

SEND CODED MESSAGE

RECEIVE CODED MESSAGE

DECODING (Interpreting)

RECEIVE MESSAGE (Understand)

Vocabulary

Do I know?

Speaking skills

Listening skills

Vocabulary | Filter | Context

Effective Listening

Listener takes responsibilityto understand the

content and feeling/real intention of what is being said and then

checks with the Speakerto confirm understanding

1 - Competitive Listening

● My point of view dominates speaker’s● Listening for openings● Listening for flaws/errors● Fakes attention waiting for the moment● Aim to be the winner (Win/Lose)

2 - Passive Listening

● Genuinely interested in speaker’s viewpoint● Attentive listener● Assumes understanding (doesn’t check)

3 - Effective Listening

● Genuinely interested in speaker’s viewpoint● Put yourself in speaker’s shoes● Check full understanding before deciding upon

response

The 4 levels in effective listening

1 Open ended questions

Questions which cannot be answered with a simple Yes or No

They provide opportunity for Speaker to elaborate

2 Paraphrasing

Listener expresses in his/her words what it is believed the Speaker has said (significant

points)

Do not ‘parrot’ Speaker

3 Reflecting

The Listener thinks about the underlying feelings and attitudes of the Speaker

Reflecting responses give opportunity to verify at a deeper level

4 Empathy

Listener empathises with the Speaker so that they can understand the issue from the

Speaker’s perspective

Empathising responses provide the deepest level of Listener response

Key Steps

● DESIRE to be a better listener● STOP talking● LOOK at the speaker (eye contact)● Keep your EMOTIONS under control

● Ignore distractions, CONCENTRATE on the speaker

● Do not interrupt● Observe the Speaker’s Body Language

carefully● Encourage the Speaker● Judge CONTENT not delivery

● Don’t THINK AHEAD of the speaker● Don’t ARGUE mentally● Listen for what is NOT SAID● Avoid JUMPING to conclusions● Avoid hasty JUDGMENTS and keep an open

mind● Ensure your understanding of the Speakers

message

Coaching – What is it?

● Coaching versus Mentoring● Assumes person has enough internal

knowledge● Assumes you have the time● Requires patience

Coaching – Why coach?

● Powerful learning method● Develops confidence● Develops self confidence● Develops relationship

Coaching – Coaching qualities?

● Questioning skills● Listening skills● Observation skills● Patience● Able to know when and when not to coach

Coaching – When to coach?

● The individual has the knowledge● You have the time● The individual wants to develop● They respond to coaching

Coaching – How to coach?

● Be open about coaching style● Identify the coaching ‘goal’● Identify what alternative ways could be used● Identify what is currently happening● Explore each alternative together● Help the individual develop the will to follow the

chosen alternative

Coaching – GROW model

● Goal – what is the goal of the coaching?● Realities – what are the current realities?● Options – what other options exist?● Will – how much will (desire) is there to try out● one of the options?

Thank you