Upload
jacob-brooks
View
223
Download
0
Tags:
Embed Size (px)
Citation preview
Techniques for Highly Effective
CommunicationProfessional Year Program - Unit 5: Workplace media and
communication channels
Purpose
The purpose of this session is to consider techniques and strategies that can be used to ensure your communication in the workplace is effective.
Overview
In this session we will cover the following:Preparing to communicate
Purpose & desired outcome Timing Positive intent
Tips for delivering your message Direct language Using facts and figures Use of repetition Non-verbal messages Check for understandingAvoiding Vague Communication - Activity
Techniques for Highly Effective Communication
Preparing to Communicate
Prepare, Prepare, Prepare!
You chances of delivering an effective message are much more likely if you invest some time in thinking about and preparing your message.
Preparing to Communicate
We will now consider these four areas when preparing to communicate
Preparing to Communicate
The first step in preparing to communicated is to identity the purpose of your conversation.The purpose of most workplace communication is usually one of the following:Inform or directPersuadeAsk a question
Purpose
Preparing to Communicate
To get you thinking about purpose in communication, consider the following statements and decide what is their purpose.
Purpose
Preparing to Communicate
“Fred, we’re expecting about 35% more people than usual with the sale today. Please start putting out extra shopping carts and baskets.”
What is the purpose? (Inform or direct, persuade or ask a question).
Purpose
Preparing to Communicate
“Joe, I think that we could be prepared for the sale tomorrow if we make sure that all the cash registers have extra supplies when we open.”
What is the purpose? (Inform or direct, persuade or ask a question).
Purpose
Preparing to Communicate
“Mike, is there anything else we need before the sale starts tomorrow?”
What is the purpose? (Inform or direct, persuade or ask a question).
Purpose
Preparing to Communicate
The next step is to consider the outcome you are seeking from the communication.
What is meant by outcome?
Anyone have an example?
Outcome
Preparing to Communicate
The following questions may help you in determining the outcome you are seeking and how to approach the conversation:What reaction are you looking for from the listener?What do you need the listener to remember? What do you need the listener to do after your conversation?
Outcome
Preparing to Communicate
Timing is very important! You need to consider when is the best time to communicate. Consider when your message is most likely to be well received.
Can anyone think of a example of poor timing when it comes to communicating?
OutcomeTiming
Preparing to Communicate
If you are not sure if someone is ready to talk, try these questions:Is this a good time to talk?Can we talk about something I’ve been thinking about?Would now be a good time to talk, or should I come back later? Can I have 15 minutes of your time? (Just make sure you stick to only 15 minutes!)
OutcomeTiming
Preparing to Communicate
Positive intent means assuming that people have good reasons for saying and doing what they do.
The opposite of positive intent is assuming that people have negative intentions behind their actions.
Outcome
Positive Intent
Preparing to Communicate
You will have to practice positive intention yourself and use your communication for good intentions, while assuming that others have that same positive intention.
This ultimately means that we avoid making negative assumptions and statements, that we avoid gossip, and that we focus on the future rather than the past.
Outcome
Positive Intent
Preparing to Communicate
Positive Intent in Action – ActivityIn pairs consider the following situationsUse positive intent to think of reasons why this has occurred. Remembering that positive intent assumes the other person has good or positive reasons for their behaviour.
Outcome
Positive Intent
Preparing to Communicate
Activity - Situation OneYour supervisor calls you to say that he has chosen someone else for a project team position that you were hoping for. You love your current job, but you know you would have done a great job on that project team. Your first reaction is to be mad at your boss for being a jerk and not selecting you.
Using positive intent, think of two reasons your boss would have selected someone else.
Outcome
Positive Intent
Preparing to Communicate
Activity - Situation TwoYou are in a team meeting and you suggest a great solution to the problem. Your supervisor says that she cannot go in that direction, and asks the team for other suggestions. Using positive intent, think of a reason your supervisor would have answered that way.
Outcome
Positive Intent
Tips for Delivering Your Message
Now we will consider a few tips for delivering a clear and effective message:Direct languageUsing facts and figuresUse of repetitionNon-verbal messagesCheck for understanding
Outcome
Tips for Delivering Your Message
Direct LanguageUse direct language and deliver a message that is clear, calm, and direct. Be confident in your message. This means that your tone of voice, vocabulary, and rate of speech convey your feelings. Be careful not to back down (at least not immediately) if you are discussing something that is important to you. Be considerate of other people’s ideas, but don’t quickly give up on yours, especially when you have it all well thought out.
Outcome
Tips for Delivering Your Message
Using Facts and Figures Factual descriptions and relevant details are more
likely to be heard. Look at this generalisation: Joe never gets his work
finished. Compare it to something specific: Joe has not met his
goals for an entire month.
Outcome
Tips for Delivering Your Message
Use of Repetition Use repetition respectfully and to keep things on
track. Conversations can easily get off track, especially if
they get emotional or if someone is trying to steer the conversation away from what you felt was important.
Don’t be afraid to restate your purpose during an interaction. However do it respectfully and don’t just repeat the same words. Try saying it another way.
Outcome
Tips for Delivering Your Message
Non-Verbal Messages Be as aware of your non-verbal messages as you
are about your verbal messages. Also consider other people’s communication style:
are they direct or indirect? Passive or assertive? Make sure to also take into account their filters,
assumptions, and beliefs.
Outcome
Tips for Delivering Your Message
Check for understanding You do not have to wait for the end of a conversation to
make sure you and your conversation partner understand each other. You can check for understanding throughout the conversation to make sure that things are on.
Three typical ways to check for understandingAsking questionsParaphrasing (restating what took place in their own words) Summarising (restating in shorter form and using the same words the speaker used)
Outcome
Tips for Delivering Your Message
Check for understanding Below are some possible questions that could be used to
check understanding:What do you think about what I just said?
Let’s summarize what we have covered so far.
Please tell me what you’re thinking.
Does that make sense?
If you were going to share this with the team, what would you say?
What is not making sense here?
Outcome
Avoiding Vague CommunicationOutcome
Individual Activity
Rewrite the following vague messages to make them clear. I need that e-mail ASAP. That’s a ridiculous idea. Stop behaving like a child; this is work!