effective communicaton skills 2

8/4/2019 Effective Communicaton Skills 2

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Ideas &

Update

EffectiveCommunication Skills


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Outcomes

Discuss 3 basic essential communication skills applied bymanagers

Identify and discuss underlying issues that affect the way we

communicate and explore solutions

Present and listen to thoughts and ideas clearly, creativelyand convincingly

Discuss identified factors that affect listening and speaking

Explored and demonstrated some key skills


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Your wish list

How do you come across?

List 3 adjectives that best describe the way youwant to be perceived by your team members


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The communication formula

Expression

Comprehension

+ Feedback

Communication


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The method used can depend on

WHAT?

WHO?

WHY?

WHERE?

By WHEN?

HOW much feedback?

HOW emotive is the

message?

HOW did theyreact/respond last time?

WHAT are the company

guidelines on methods

used?


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Before communicating

Pause and ask yourself

Whats at stake-to whom?

What channel should I use?

What should I say?

How should I say it?


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Why do we communicate?

To influence or persuade others positively

Build and maintain working relationships


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As Supervisors we

Listen

Speak

Display a body language


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In listening do

Concentrate

Seek clarification

Take notes

Use verbal signals

Show interest

Restate and summarizeThink before you speak


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What are theCommon Barriers to

listening in your

teams


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In speaking

What you say

How you say it


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Key issues to consider

Personal characteristics

The information requested for

Information given and the manner of giving


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Personal Characteristics

Your facial expression and other body language

Voice and how it is utilised

The mode in which language is utilised

Your mood in general


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5 attributes of your voice

1. Pitch

2. Projection the volume

3. Pace the speed

4. Accent be authentic but understandable

5. Pausing adding emphasis


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Assessing your speaking capabilities!

Does your voice sound clear, confident?

Do you appear enthusiastic about my message?

Is your pronunciation and articulation good?

Is your speed and volume acceptable?

Do you listen carefully to questions?


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Your Questionsand Answers


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Preparing yourself for questions

As a supervisor you need to

Anticipate

Plan

Prepare


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Handling questions

Those who ask you questions may range from

Genuinely confused

Team members who want to be in the limelightThe saboteur

You need to be able to distinguish between these

and respond appropriately


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When answering questions

Listen carefully

Break complex questions into chunks

Answer briefly keeping to the point

Check - does that answer your question?


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Never

Embarrass the questioner

Argue

Be defensive

Bluff


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Plan and demonstrate

As a team leader how you will handle

Genuinely confused team members

Team members who want to be in the limelight

The saboteurs

in a team meeting


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We must speak the samelanguage

Productive team working can be encouragedwith clear communication and a developed

team cohesionIt is imperative that you do not assume thateveryone in the team understands what you

intend to communicate and how you intend toLets find out


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Key pointers to bear in mind

Be patient

Explain issues clearly

Dont take personal offence

Dont offend others unwittingly

Respect others

Each team member has an important role to fill

Dont belittle them!


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Action points

Take 5 minutes to consider the teams you workwith in Anglophone Ashanti.

How could you usefully carry your learning

forward from this activity to benefit them? What steps might you need to take in your

communication with:

Individual team members (name them)

The team as a whole

What are you planning to do specifically?


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