communication skills
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Improving Communication Skills
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A Thought
A man is seldom better than his conversation- German Proverb
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Communication Skills Overview
Effective communication skills are a critical element in your career and personal lives.
We all must use a variety of communication techniques to both understand and be understood.
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What is Communication?
SENDER RECEIVER
Feedback
receiver sender
Communication is the process of sending and receiving information among people…
MediumEncode Decode
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Most common ways to communicate
Speaking Visual Images
Writing
Body Language
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Communication Goals
To change behavior
To get action
To ensure understandingTo persuade
To get and giveInformation
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Distortions in Communication
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We need to improve communication... as70 % of our communication efforts are: misunderstood misinterpreted rejected distorted or not heard
6 people talking in a 2 people conversation!!
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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
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Listening and Speaking are used a lot…
9%
16%
30%
45%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Writing Reading Speaking Listening
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… But not taught enough
9%
16%
30%
45%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Writing Reading Speaking Listening
Amount taught
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Common Communication Errors: Finishing others’ sentences Preparing our response before someone has
completed speaking Multitasking while ‘listening’ Filtering content or meaning based on the
speaker Speaking for others (we…)
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A Good Algorithm
In order to have good communication: Listen to Understand Understand before speaking Speak to be understood Seek understanding before proceeding Repeat
Communication is a two way process!
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How can it be improved
Recognition Pavlov study Not being judgmental Stop egocentric communication
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What today’s workshop can achieve Provide ‘knowledge’ about communication Give insight on ‘skills’ needed Suggest ways of going about it
What you need to do: Learn the tools Take up every opportunity Practice, Practice, Practice!
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Observe
PARIS IN THE
THE SPRING
GOD IS NOWHERE
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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
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Essentials of good communication Knowledge
Spontaneity in conversation Level of conversation
Organising your thoughts Participating in discussions Body Language
Show v Tell Being a good listener
Listening v hearing
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How to be an active listener Set the stage Ensure mutual understanding Understand body language Suspend judgment Behaviors that hinder effective listening
Act distracted (look at your watch!) Tell your own story without acknowledging theirs Give no response Invalidate response, be negative Interrupt Criticize
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Techniques to improve listening skills
PARAPHRASEPARAPHRASE
Restate what was said in your own
words
PARAPHRASEPARAPHRASE
Restate what was said in your own
words
SUMMARIZESUMMARIZE
Pull together the main points
of a speaker
SUMMARIZESUMMARIZE
Pull together the main points
of a speaker
QUESTIONQUESTION
Challenge speaker to think further,
clarifying both your and their
understanding
QUESTIONQUESTION
Challenge speaker to think further,
clarifying both your and their
understanding
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Two basic types of questions
1. Closed questions: Get a one-word response and inhibit thought. Questions begin with who, when and which
2. Open-ended questions: Invite unique thought, reflection or an explanation. Questions begin with how, what and how come (not why!).
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Practice Questioning
Rephrase the following closed questions to make them open-ended:
1. Are you feeling tired?
2. Isn’t it a nice day?
3. Was the last activity useful?
4. Is there anything bothering you?
5. So everything is fine, then?
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Adding colour to communication Images – Describe,
relive Show, don’t tell Use audience’s senses
Sight Sound Touch Taste Smell
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Improving communication Don’t use cliches Brevity Sincerity Don’t praise yourself Avoid argument Be tactful Silence Enunciation
Clear, loud, syllables. Flexibility of tone
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Practice For distinct enunciation, every word, every syllable,
every sound, must be given it proper form and value. Think of the mouth chamber as a mold, in which the
correct form is given to every sound. Will you please move your lips more noticeably? The teeth should never be kept closed in speech. Through practices, we can learn to speak more
rapidly, but still with perfect distinctness
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Ways to gain effective conversation Good use of English – avoid errors Improved vocabulary – overlook v oversee Avoid old phrases Use humour Add interesting story Improve clarity of voice – practice
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Public Speaking
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What does the graphic tell you about this speaker
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The 5-P‘s
Prior Preparation Prevents Poor Performance
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From effective conversation to speech Overcoming Fear
#1 fear Idea of speech
Know your subject Know the audience
Target their interest Organising the speech
Tell them…
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Developing Your Presentation What is your goal? Research your topic Develop an outline Create or locate learning aids
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AIDA
ttention
nterest
esire
ction
POWERFUL opener
CLEAR connector
MAIN BODYMAIN BODY
POWERFUL close
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AIDA
ttention
nterest
esire
ction
Establish credentials(Me, You, What)Key point
Create +ve expectationsPaint the future benefitsWIFM
The factsMe, You, What is required
The facts 3 advantages benefits
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Developing Your PresentationMaking the Presentation Interesting Informative Fun Variety Energy Audience Interaction
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Practicing Your Presentation Simulate the
presentation setting Practice aloud Practice standing up
Time your presentation Memorize your opening
few sentences Watch yourself in a
mirror
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Presenting
Stage fright Feelings follow action
Talk ‘to’, not ‘at’ Eye contact Don’t judge your audience Pause Volume Pace
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Summary
He who fails to prepare, prepares to fail!
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