learn to communicate

Learn To Communicate

Prepared and Presented by:

Ahmed Elmiligy

PMO Skills Training

“Markets Are

conversations” - The Cluetrain Manifesto

Training Agenda

1- Definitions of Communication

2- Communication process

3- Types of communication

4- Barriers to communication (noise)

5- Effective Communication Skills.

6- Social Styles

What are you talking about

here?

Communication is:

an exchange of information from A

sender to A receiver with the

message being understood as intended.

...Communication is -->

A process by which information is exchanged between individuals through a common system of symbols, signs, or behaviour.

1) Aiding tool for Decision making.

2) Speeds up \ Clarifies the organizational processes.

3) Better focus on work requirements

4) Generates a greater sense of organizational commitment and involvement.

5) A problem solving tool: by clarity, preciseness and feedback.

IMPORTANCE OF COMMUNICATION SKILLS

The Communication Process

Sender Receiver

Feedback

Encode Decode

Noise

Reading16%

Writ-ing9%

Speaking30%

Listening45%

Chart TitleHOW DO PEOPLE

COMMUNICATE?

Organization Based

Expression Based

Flow Based

Informal

Formal

Up

wa

rd

Dow

nw

ard

horizontal

Verbal

Non-Verbal

Visual

Types of Communication

...Types of Communication >

Organization BASED:

Formal

Internal: Planned Communication, following the organization’s chain of command: E-mails, memos, Conferences, Reports, Presentation.External: Planned communication with people outside the organization e-mails, SMS, Speeches, Advertisings, websites, blogs and Social Media

Informal

Internal: Casual Communication among employees do not follow organizational chain of command; e-mails, SMS, phone calls, face to face conversations. Team blogs…EtcExternal: Casual communication with outsiders (suppliers, customers..) e-mail, SMS, phone calls, social media

...Types of Communication >

FLOW BASED:

Dow

nw

ard From top management\higher levels to employees

and subordinates

Up

war

d

Flows from lower to higher organizational levels

horizontal Flows within divisions or units within the same

level of organizational hierarchy

...Types of Communication >

FLOW BASED: Sample Process

PHONE SKILLS

Negotiation Listening

Writing Presentation

Body Language

Effective Communication...

Barriers To Communication

Physical Psychological

• POOR HEALTH• SURROUNDING

NOISE• TEMPERATURE• VISUAL

DISTRACTIONS

• Lack of Concentration

• Personal attitude

• Lack of self- discipline

• Low emotional state

Overcoming Berries

• Be Clear with your message.

• Be precise and to the point.

• Use understandable language

• Write down your message.

• Request feedback.

• Be attentive.• Concentrate on

the message.• Ask for

clarifications.• LISTEN

objectively.• Listen to body

language.• Take notes.

Sender Receiver

...Types of Communication >

EXPRESSION BASED:

Non-VerbalVisual Verbal

Verbal Communication

Skilled speaker...

Interviews

Training

Meetings

Questions

Voice

ToneAccents

Clarity

Feedbacks

Public

Speaking

Powerful Questions

Open-Ended .. .. Close-Ended

?

Are you going to deliver the files this way? When exactly will you do that?

Yes… Today 5:00 PM

How can we improve the translation

quality for this project?

Let me tell you ya basha..

Eh ya negm, How did it go with the Transparent today?

Sloooowww, and wasting my

time..

Alright, should I call the

automation?

Ya ret, eshta!

Bos ya sedy, this is the report…

Oppa!!

75 alf kelma with fuzzy

How much is the rate?

Don’t know!Is it the

highlighted in yellow?

So, you are saying that the client will not pay us

for this project? how come?

No, you don’t see it

my way

When is the best time to claim our payment?!

Why do you ask!?

Listen Wellthe key to effective

communication

Why

can’t

we

listen

to

each

other?

Barriers to Effective Listening

Barriers to Effective Listening

We think faster than the speaker, we jump to conclusions

We think what to say, and pretend we are listening…

We are distracted and we lose patience, then we lose interest

We overreact, and involve emotions, so we interrupt

We may put limits and wrong conclusions “it will never work”

How CAN I Be a Good Listener

Chose appropriate physical environment – remove distractions

Intention to understand the speaker - DON’T BE A GHOST

Take notes, request clarification by asking questions.

Appreciate that there is a some benefit for you – be patient

Imagine yourself in the speaker’s position, listen to be listened to

Non-Verbal Communication

BE A STREET SMART خليك

صايع

Observe Body Language

Posturers and Gestures

Eye Contact

Orientation

Presentation

Looks

Expressions

90% of verbal communication involves non-verbal actions

..Observe Body Language >

Understand Cultural Differences

Always get prepared before communicating with other cultures, understand the need to get familiar with the receiver’s background, hobbits and expectations…

Write, it’s Alright

Writing Skills

Put yourself in the reader’s position, write to be understood

Proofread your written content, use spell checks.

Convoy the idea clearly, take time to send a message.

Use drafts before sending or publishing

Be organized and creative, use tables, bullets.. Respect the readers’ eyes

VISUAL Communication

Anything for money, and money for nothing

Social Styles

EXPRESSIVE ANALYTICAL

AMIABLEDRIVER

EXPRESSIVE • Moves Fast• Speaks Rapidly• Openly expresses

opinions• Rapid body

language• Direct eye contact• Takes fast

decisions

Under Factors\Pressure

• Shows patience in stress.

• Creative and imaginative.• Enjoys learning.• Responsive to feelings.

• Independent• Decisive • Pragmatic• Efficient• Quickly moves• Speaks loudly• Reads briefly• Intense eye

contact

Under Factors\Pressure

• Dislikes new or sudden problems.• Impatient in planning• Authoritative.• Less concerned with feelings

DRIVER

• Logical• Serious• Prudent• Systematic• Prefers to work

alone• Choses words

carefully

When Confronted by Factors\Pressure

• Uncomfortable with feelings of others.• Less willing to take risks.• Takes time to decide.• Skeptical about issues\projects.

ANALYTICAL

• Cooperative• Loyal• Diplomatic• Supportive• Patient• Introvert• People Oriented• Prefers reading

When Confronted by Factors\Pressure

• Oriented to feelings.• Takes time to decide.• Looking for guarantees.• Flexible about time.

AMIABLE

Mind Mapping

…Mind Mapping >

Back to work!!