communication september 2013
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Communicating better
by Toronto Training and HR
September 2013
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CONTENTS5-6 Definition7-8 Types of communication 9-10 Communication styles 11-12 The communication process13-16 Elements of communication17-18 Skills of communication19-20 Communication relationships21-22 Six components of the process23-25 Characteristics of effective communication26-27 Barriers to communication28-29 Responses or roles that can cause problems30-31 Intrapersonal communication32-33 Listening34-35 Body language36-37 Verbal faux pas38-39 Social media40-41 Breaking bad news (healthcare) 42-43 Communication competence44-45 Strategic flexibility46-47 Communicating for change management48-49 What format should be used?50-51 Conclusion and questions
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Introduction
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Introduction to Toronto Training and HR
Toronto Training and HR is a specialist training and human resources consultancy headed by Timothy Holden 10 years in banking10 years in training and human resourcesFreelance practitioner since 2006The core services provided by Toronto Training and HR are:
Training event designTraining event deliveryReducing costs, saving time plus improving employee engagement and moraleServices for job seekers
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Definition
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Definition• Communication• Fulfilling needs
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Types of communication
Types of communication• Downwards• Upwards• Lateral or horizontal
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Communication styles
Communication styles• Passive• Aggressive• Passive-aggressive• Assertive
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The communication process
The communication process
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Reading16%
Writing9% Speaking
30%
Listening45%
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Elements of communication
Elements of communication 1 of 3• Senders and receivers• Messages• Channels• Feedback• Blocks• Setting
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Elements of communication 2 of 3
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Skills of communication
Skills of communication• Oral• Written• Non-verbal
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Communication relationships
Communication relationships• Non-recognition relationships• Conflictual relationships• Collaborative relationships• Negotiative relationships• Competitive relationships
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Six components of the process
Six components of the process • The sender initiates a message• The content of the message is
determined• The message is sent through a
verbal or electronic or physical channel
• The message is received by the receiver
• The message is processed by the receiver
• The receiver provides feedback, questioning or agreeing with the meaning and intentions of the message
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Characteristics of effective
communication
Characteristics of effective communication 1 of 2
• The message• The sender• The channel• The receiver
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Characteristics of effective communication 2 of 2
• Effective verbal communicators• Effective non-verbal
communicators
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Barriers to communication
Barriers to communication• Sender• Receiver• External barriers
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Responses or roles that can cause problems
Responses or roles that can cause problems
• Placater• Blamer• Computer• Distracter
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Intrapersonal communication
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Listening
Listening• Basic reasons we do not
listen• Levels of listening• Improving listening skills• Active listening• Sins of not listening• Helping and hindering• Listening for a conclusion• Taking notes• Following directions
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Body language
Body language• Postures and gestures• Eye contact• Orientation• Presentation• Looks• Expressions of emotion
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Verbal faux pas
Verbal faux pas• “Let me be honest with you” • “Kinda”, “Sorta” and
“Wanta”• “I’ll try”• “I have to…”• “You know” or “You know
what I mean”
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Social media
Social media• How does Canada compare?• Why not implement/expand?• What is it used for?• Who is the audience?
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Breaking bad news (healthcare)
Breaking bad news (healthcare)• Prepare• Find out what the patient knows• Find out what the patient wants to
know• Share the information• Respond to emotions• Plan follow-up
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Communication competence
Communication competence• Definition• Knowledge• Skill• Motivation• Elements of communication
competence
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Strategic flexibility
Strategic flexibility• Definition• Steps needed
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Communicating for change management
Communicating for change management
PURPOSES• To motivate• To guide• To provide place
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What format should be used?
What format should be used?• With whom am I communicating?• What is the direction within the
organization?• What is the formality
expectation?
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Conclusion and questions
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Conclusion and questions
SummaryVideosQuestions
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