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8/13/2019 Communicating Effectively - New
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Communication- Overcoming barriers
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I Have Learned That People Will orgetWhat You Said People Will Forget WhatYou Did But People Will Never Forget HowYou Made Them eel
Maya Angelov
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o Premature evaluationo Prejudiceo Inattentiono Stereotypingo Assumptiono Generalizingo Poor listening skillso Fixed ideaso Ignoring or distorting information
Common Communication Filters
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Communication Trilogy
MutualRespect
Gather goodinformation
Give goodinformation
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Six C of Giving Good InformationConcrete
Correct
Completelear
ConciseCourteous
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Gather Good Information with YourEARs
Ssilent, listen some moreRreflect your understandingAaffirm to show youre listeningEexplore by asking questions
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Exploring Questions
OpenQuestions Open questions yields lot of informationbecause they allow a person to explain what is mostimportant or interesting & encourage elaboration.
ProbingQuestions Probing questions are those that relate to thetopic we want to explore further. They encourage thespeaker to flush out the details.
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Closed vs. Open QuestionsWhen did that happen? What made it happen ?
Was your trip successful? What did you manage to
accomplish on your trip?
Did you like the Product ? In what ways do you think that
Product meets your need?
Did you have a good meeting? What happened at the
meeting?
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Some Probing Questionso Can you be more specific?
o Can you give me an example of that?
o What happened then?
o For instance?
o How does this affect you?
o Tell me more or give me the details?
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Active ListeningUndivided attention, understand thespeaker's point of view.Full attention, use of verbal encouragerssuch as Yes Mmm etc.Non-verbal acknowledgements -nodding, smiling body language.
ActiveListening
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Active Listening Skillso Paraphrasing meanings:Translate into your
own words.
o Reflecting feelings:when someone isexpressing emotion or feelings or looks
emotional (upset, angry, excited), convey yourempathy & encourage the speaker to continue.
o Reflecting facts: briefly summarize the content,or factual aspects.
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To listen more effectively..oAttend physically the right body language helps
us to focus on the speaker & encourages the
speaker to give us more information.
oAttend mentally follow the speakers flow ofthought, listen to understand, not evaluate; listen
first, then assess
oCheck it verbally paraphrase, clarify, probe further,summarize your understanding
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Bad Habits of Poor Listenerso Interrupting
o Jumping to conclusions
o Finishing others sentences for them
o Frequently (and often abruptly) changing the subject
o Inattentive body language
o Not responding to what others have said
o Failing to ask questions & give feedback
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Good Habits of Effective Listenerso Observe body language
o Asking questions
o Giving time to articulate their thoughts
o
Letting people finish what they are saying before givingyour opinion
o Remaining poised, calm, and emotionally controlled
o
Looking alert & interested
o Responding with nods & uh-uhms.
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When receiving/listening feedbacko Listen dont resisto Keep calmo Body language should reflect
you are receptiveo Ask questionsto ensure
youve understood
o Dont be overlysensitive, selfprotective.
o Is it evidence based
Receiving
feedback
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CommunicationThe Power of 8
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