What is communication?!!!

Elements of communication

verbal (the words we use) 7% vocal (expressions, intonation) 38% visual (facial and body language) 55%

Why Communications Skills Are So Important ?!!

When is communication successful??

communication is only successful when both the sender and the receiver understand the same information as a result of the

communication.

What is the difference between hearing and listening?

Hearing is a physical ability

What is the difference between hearing and listening?

listening skills allow you to understand what someone is "talking about".

Barriers to Listening

language differences or accents; Noise and distractions Physical discomfort

Some irritating listening habits

Interrupting the speaker

Not looking at the speaker

Some irritating listening habits

Asking too many questions about details

Rushing the speaker

Saying “yes , but………”

Topping speaker’s story to tell yours

Some irritating listening habits

Forgetting what the speaker said

Showing interest in something other than the conversation

Active listening skills

“To know how to listen someone, think about how you would like to be listened”

Active listening skills

don't interrupt the speaker.

Appreciate emotions.

Avoid emotional involvement.

Active listening skills

Use appropriate facial expressions, head nodes & eye contact.

Avoid nervous & bored gestures.

Active listening skills

Minimize external and internal distractions.

Don’t think of what to say next .

Ask questions for clarifications.

Focus on the positive.

Questions?