Introduction to

Effective Communication

Objectives

To consider verbal and non-verbal

Communication methods

To understand and practise effective listening

skills

To communicate in clear, respectful and non-

judgemental ways

To know when to seek advice

Cultural Diversity

What do we know about the communication styles of different cultures?

Consider verbal and non verbal, including dress constraints, language difficulties, taboos.

Why do we need a high level of Communication?• Communication is a hugely important aspect of the Client-Relationship.

• Effective communication skills are a critical element in our career and personal lives.

• So how exactly do we communicate? Clearly with such a range of different clients, there is no "one size fits all" communication approach. Some clients want lots of communication. Some want very little.

• We all must use a variety of communication techniques to both understand and be understood

.

Why is communication important

Inspires confidence Builds respect in business and social life Helps make friends Develops a distinct personality Reveals your ability to others

What is Communication?

What does it mean to you?

The process of communication is what allows us to

interact with other people; without it, we would be

unable to share knowledge or experiences with

anything outside of ourselves.

Common forms of communication include speaking,

writing, gestures, touch and broadcasting.

What are the most common ways we Communicate?

Spoken Word

Written Word

Visual Images

Body Language

Critical success factor

The majority of your perceived ability comes from how you communicate

38% Visual

55% Tonal

7% Verbal

93% of all Communication is non verbal - SKILL

Communication Goals

To change behavior

To get action

To ensure understandingTo persuade

To get and give

Information

The Communication Equation• What you hear

Tone of voice 40% of the messageVocal clarityVerbal expressiveness

• What you see or feelFacial expressionDress and grooming 50% of thePosture messageEye contactTouchGesture

• WORDS … 10% of the message!

Understanding Communication

• We are going to consider:

The 2-Way communication process

Effective communication skills

Barriers to effective communication

The Communication Process

SENDER(encodes)

RECEIVER(decodes)

Barrier

Barrier

Medium

Feedback/Response

Effective Communication Skills

Effective Communication skills

Eye contact & visible mouth

Body language

Silence

Checking for understanding

Smiling face

Summarising what has been said

Encouragement to continue

Some questions

Barriers to Effective Communication

Barriers to effective

communication

Language NoiseTime

DistractionsOther people

Put downsToo many questions

Distance

Discomfort with the topic

Disability

Lack of interest

How to Improve Existing Level ofCOMMUNICATION?

Improve language.Improve pronunciation.Work on voice modulation.Work on body language.Read moreListen moreAvoid reading or watching or listening unwanted literature, gossip, media presentation etc.Interact with qualitative people.

The Art of Listening

• “If we were supposed to talk more than listen, we would have been given two mouths and one ear.”

Hearing Vs Listening

Hearing – Physical process, natural, passive

Listening – Physical as well as mental process, active, learned process, a skill

Listening is hard.You must choose to participate in the process of

listening.

Techniques to improve listening skills

PARAPHRASE

Restate what was said in your own

words

SUMMARIZE

Pull together the main points

of a speaker

QUESTION

Challenge speaker to think further,

clarifying both your and their

understanding

How to be an active listener Set the stage Ensure mutual understanding Understand body language Suspend judgment Avoid Behaviors that hinder effective listening

Act distracted (look at your watch!)Tell your own story without acknowledging theirsGive no responseInvalidate response, be negativeInterruptCriticize

Stages of the Listening Process

Hearing Focusing on the message Comprehending and interpreting Analyzing and Evaluating Responding Remembering

Responding

Responses to check that your perceptions are correct

Responses to encourage further communication

Always think ahead about what you are going to say. Use simple words and phrases that are understood by

every body. Increase your knowledge on all subjects you are

required to speak. Speak clearly and audibly. Check twice with the listener whether you have been

understood accurately or not In case of an interruption, always do a little recap of

what has been already said.

Essentials of communication dos

Always pay undivided attention to the speaker while listening.

While listening, always make notes of important points.

Always ask for clarification if you have failed to grasp other’s point of view.

Repeat what the speaker has said to check whether you have understood accurately.

Essentials of communication dos

Essentials of communication don’ts

Do not instantly react and mutter something in anger.Do not use technical terms & terminologies not understood by majority of people.Do not speak too fast or too slow.Do not speak in inaudible surroundings, as you won’t be heard.

Essentials of communication don’ts

Do not assume that every body understands you.While listening do not glance here and there as it might distract the speaker.Do not interrupt the speaker.Do not jump to the conclusion that you have understood every thing.

Improve on you topic of discussion,Practice meditation & good thoughts.Think and speak.Do not speak too fast.Use simple vocabulary.Do not speak only to impress someone.Look presentable and confident.

How to Improve Existing Level ofCOMMUNICATION?

Improving Body Language - Tips

Keep appropriate distance Touch only when appropriate Take care of your appearance Maintain eye contact Smile genuinely

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And Please Remember That the Communication Intent is:

Get the right message to the right people at the right time

…in the new global and diverse workplace requires

excellent communication skills!

Success for YOU…

Please feel free to ask any questions

Malika Haddad