introduction to communication skills
DESCRIPTION
Presentation used for Community Services worker trainingTRANSCRIPT
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www.mindtools.com
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Get the message across Sender and receiver Open to misinterpretation Successfully convey thoughts and ideas Cited as single most important factor Must understand what your message is
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The communication process
Source Encoding Channel Decoding Receiver
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Commit to breaking down barriers Too disorganised, errors Poor verbal or body language Too much information, too fast Understand different cultures
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How long for a first impression? With every new encounter you make a new
first impression Be on time Be yourself, be at ease Present yourself appropriately
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Individuality A winning smile! Be open and confident Small talk goes a long way Be positive Be courteous and attentive Key points
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A communication model to improve understanding Joseph Luft & Harry Ingham Two key ideas
◦ Individuals can build trust by disclosure◦ Learn and come to terms with personal issues
Helps to build more trusting relationships
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Ask Known by self Open area
1.Unknown by self 2.Blind area FeedbackTell
Shared Discovery
Self disclosure Self discovery
3.Unknown by others 4.Unknown area
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Start with small items to build trust Be cautious giving feedback; use cultural
consideration To learn more, disclose more E.g. Runners & exercise As confidence rises, more trust is built up
and more can be disclosed
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Established team members have more open areas
Assist new team members to expand their open areas by offering feedback
Use open questions to ask the new member about themselves.
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Aim to develop open areas for every person This allows for enhanced effectiveness &
productivity Self-disclosure = open area vertically Feedback + open area horizontally Builds a stronger more effective team
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Think of a memorable presentation Easy to forget = big problem! 4 basic things:
◦ Understand the purpose◦ Clear and concise◦ Prepared◦ Vivid when delivering
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Before you start:◦ Who?◦ What?◦ How?◦ When?◦ Where?◦ Why?
Keep it simpleBe prepared
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Useful tips to keep it vivid:◦ Use examples◦ Don’t stand still◦ Speak slowly◦ Change the pitch of your voice◦ Use visual aids
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Before you write it down, know this◦ Don’t be intimidated
Write with caution!◦ It cannot be taken back◦ Less room for error◦ Spelling, grammar, punctuation◦ Style and wording
Technology makes it easier◦ Spell check, grammar check.
These tools are not foolproof!
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Some basic tips to remember:◦ Avoid slang (goodeye)◦ Avoid abbreviations (TWNH)◦ Steer away from symbols (@)◦ Use clichés with caution◦ Brackets are used to play down words◦ Dashes are used for emphasis◦ Spell names of people & companies’ correctly◦ <10 in numbers, >in words◦ Quotations should be used◦ Keep sentences short
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Address to an individual End with appropriate closing
◦ “Sincerely yours”◦ “With kindest regards”
Start with overall summary Body to explain reasons End with final impression Action point
◦ “I will call you later this week...”
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Check it thoroughly Use grammar and spell checks Any unanswered questions? Don’t use 20 words when you can use ten Is it set out logically? Close appropriately Include contact information
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Simple rules to ensure your emails are read and stay useful!◦ Subject lines are headlines◦ Make one point per email◦ Specify the response you want◦ Be a good correspondent
Internal email◦ Checked regularly◦ Use spell check and avoid slang
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Hear what people are really saying Understand your own communication style Be an active listener Use nonverbal communication Give feedback
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Wonderful tool for:◦ Generating ideas◦ Expanding on thoughts and managing groups
Needs adequate preparation and leadership
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Start by designating a meeting time◦ Make an agenda◦ Outline goal and structure
The skills needed:o Agendao Active participationo Keep it movingo Summariseo Prompt minutes
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How many to invite?◦ Interest groups◦ Inter office meetings◦ Casework meetings◦ Network meetings◦ One on one meetings
Make sure all can contribute◦ Decision – makers◦ Problem solvers
Maximum 12 Invite the right people
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Consider the hourly cost Every person + every minute = Value Use minutes to inform Use email rather than have a meetingIf you are the leader: Ensure everyone is heard Free flow, no domination Keep to time Summarise and move on! Action item on minutes!
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Tips to ensure time is not wasted◦ Start on time◦ Don’t recap for latecomers◦ State a finish time
Arrange the agenda Finish before if possible
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Record of decisions made and actions agreed
Record of the meeting, measure of progress Performance measure Styles of minutes
◦ Detailed minutes◦ Simple list ◦ Short as possible
Issued within, at the most, 24 hours!
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Help people get to know each other Become more engaged and contribute more Bad one is a waste of time! Keep it simple Suggestions
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Break the ice◦ Participants from different backgrounds◦ Need to bond quickly◦ New team◦ New or unfamiliar topics◦ The facilitator needs to get to know the participants
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Think about the ice that needs to be broken◦ People have not yet met◦ Difference in status between participants◦ People’s perceptions of each other
Handle sensitively Focus on this event
◦ Shared interests in the outcome
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Focus on meeting your objectives Clarify specific objectives for the session
◦ Ie to establish a productive working environment◦ Good participation from all levels
Ask how you will meet objectives◦ Becoming comfortable◦ Level playing field◦ Common sense of purpose
Use as a check list◦ Ask yourself
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Introductory ice breakers The little known fact True or false Interviews Problem solvers Team building Human web
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Ball challenge Hope, fears expectations Topic exploration ice breakers Word association Burning questions Brainstorm
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Negotiation – ◦ Conflict, exploring situations to find acceptable
solutions for everyone Styles –
◦ Play hardball◦ Subtle gamesmanship◦ Honesty & openness
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Small disagreements = don’t take too much time
Major disagreements = prepare thoroughly
Goals◦ What do you want/expect?
Trades◦ What do you both have to give away?
Alternatives◦ Good or bad, does it matter?
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Relationships – history, hidden issues Expected outcomes – what precedents
have been set? The consequences – for you, for the other
person? Power – Who has it? Control? Over
delivery? Possible solutions – considerations &
compromises
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Win – win = both parties feel positive Histrionics and displays of emotions Emotion can be important Be as detached as possible
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Careful exploration of yours and the other persons position
Finding a mutually acceptable compromise Be prepared to give and take Both sides must feel comfortable Win-lose only if you don’t need an ongoing
relationship
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Communicate complex ideas successfully◦ Prepare◦ Define goals & audience
Preparation – The key to successful speaking◦ Why am I giving the presentation?◦ What do I want the audience to take away?
How to structure your presentation◦ Determine the length◦ Break into segments◦ Think about the conclusion
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Achieving clarity and impact◦ Tell them what you are going to tell them◦ Tell them the key points◦ Tell them what you have told them
Reinforce your message with visual aids◦ Test all AV beforehand◦ 6 lines or less◦ Do not turn your back on the audience
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Arranging the room◦ Visit the room, determine seating, lighting,
temperature. Pads, pens, glasses.◦ Rehearse to make you fluent◦ Stay focussed
Tips & techniques◦ Avoid too many statistics◦ If you forget, pause!◦ Visualise, breathe◦ Take a course◦ Video yourself!
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Presentation◦ Grab attention, explain objectives◦ Clearly define points◦ In logical sequence◦ Flow well◦ Need support from AV◦ Summarise clearly and concisely◦ Strong conclusion, tied into the introduction
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Delivery• Are you knowledgeable?• Notes in order• Where and how?• Made a visit?• Checked AVAppearance• Dress appropriately• Practise speech, body language & postureVisual Aids• easy to understand• tied to the points• Seen from every angle of the room
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Adapted in part from Business Communications: A cultural and Strategic Approach by Michael J Rouse and Sandra Rouse
www.mindtools.com