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LearnActGrow
Communicating Effectively
in the Workplace
Agenda
 7 Barriers to Great Communication
 4 Steps to Communicating Effectively
 6 Basics Rules for Successful Presentations
 8 Guidelines to Avoid Conflict in the Workplace
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LeasePlan Academy 2009
7 Barriers to Great Communication
 1. Physical Barrier
 Over 90% of communication is non-verbal
• Facial Expressions, Tone of Voice, and Body Language
 If you prominently make use of the phone and email to communicate
with co-workers, there is an obvious strain on understanding the intent
of communication
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LeasePlan Academy 2009
7 Barriers to Great Communication
 2. Perceptual Barrier
 Each of us view the world differently
 Therefore, we will view both people and their communications in
different ways
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LeasePlan Academy 2009
7 Barriers to Great Communication
 3. Emotional Barrier
 Emotional Barriers to communication are mainly comprised of fear,
mistrust, and suspicion
 Being told to "mind our P's and Q's” taught us and an early age to be
careful about what we tell others
 While some caution may be wise, excessive fear of co-workers'
reactions may stunt our development as effective communicators
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LeasePlan Academy 2009
7 Barriers to Great Communication
 4. Cultural Barrier
 When one joins a group and wish to remain in it, sooner or later we
need to adopt the behavior patterns of that group.
 We each participate in multiple cultures – those of our families, friends,
and work groups
 We need to keep these differences in mind when communicating with
co-workers
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LeasePlan Academy 2009
7 Barriers to Great Communication
 5. Language Barrier
 The language barrier is not just in the literal sense
 Language describes what we want to say in our own terms
• This includes facial expressions, buzz-words, and jargon
 Using excessive slang and jargon can exclude those unfamiliar with our
terms and result in a failure to convey our meaning
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LeasePlan Academy 2009
7 Barriers to Great Communication
 6. Gender Barrier
Words Spoken per Day
 There
30,000
are distinct differences in the way that men and women communicate,
specifically with our speech patterns
25,000
25,000
 Women speak between 22,000
and 25,000 words a day; while,
22,000
20,000
Men speak between 7,000 and 10,000 words a day
15,000
Men
Women
 When a man talks, his speech is located in the left side of the brain but in no specific
area.
10,000
10,000
5,000
7,000
 When a woman talks, the speech is located in both hemispheres and in two specific
0
locations
Minimun
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Maximum
LeasePlan Academy 2009
7 Barriers to Great Communication
 6. Gender Barrier
 This means that the man talks in a linear, logical and
compartmentalized way – features of left-brain thinking
What does this mean?
 A woman talks more freely mixing logic and emotion – features of both
sides of the brain
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LeasePlan Academy 2009
7 Barriers to Great Communication
 7. Interpersonal Barrier
 There are six levels at which people can distance themselves from one
another:
1 – Withdrawal is an absence of interpersonal contact – both the refusal to be in
touch and time alone
2 – Rituals are repetitive routines devoid of real contact
3 – Pastimes fill up time with others in social but superficial activities
4 – Working activities are those tasks which follow rules and procedures of
contact but no more
5 – Games are subtle, manipulative interactions about winning or losing
6 – Closeness is the aim of interpersonal contact where there is a high level of
honesty and acceptance of yourself and others
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LeasePlan Academy 2009
7 Barriers to Great Communication
 Working on improving your communications is a broad-brush
activity
 You have to change your thoughts, your feelings, and your physical
connections.
 That way, you can break down the barriers that get in your way
and start building relationships that work.
 Now that we know what are barriers are – Let’s talk about ways to
consciously make an effort to communicate effectively!
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LeasePlan Academy 2009
4 Steps to Communicating Effectively
 Ineffective communication can definitely cause a strain on
business productivity, but it can also be avoided!
 Before we even get started, you have to realize that successful
communication is a two-way process.
 Both individuals in the communication must actively participate whether
verbally or written.
 Communication is more than transmitting facts: it’s about human
relationships!!!
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LeasePlan Academy 2009
4 Steps to Communicating Effectively
 1. Attention
 Winning the attention of the person we want to communicate with is the
first step
 We must try to eliminate any “noise” including anything that could
distract whether noise in the literal sense, physical/emotional
discomfort, negative attitudes, or mannerisms/dress.
 Respect for the other person is an important prerequisite for attention
getting. If the other person feels as if you truly empathize with them,
you are quickly on your way to the second step in the process.
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LeasePlan Academy 2009
4 Steps to Communicating Effectively
 2. Apprehension
 What’s your first impression of this word?
• Although the word usually carries the connotation of “fear”, it’s primary
meaning is “understanding”
 The two meanings of the word are definitely related & represent two
sides of a coin
• The task of the communicator is to change the aspect of “fear” into that of
“understanding”
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LeasePlan Academy 2009
4 Steps to Communicating Effectively
 2. Apprehension
 Achieving apprehension is a critical part of the communication process,
but it is also a subtle one
 Be careful of asking a straight-forward question like “Do you
understand?” or “What do you understand?”
 Instead, ask for input on the communication which allows for a free-flow
conversation showing apprehension
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LeasePlan Academy 2009
4 Steps to Communicating Effectively
 3. Assimilation
 As crucial as Apprehension is: it is not enough
 A person can understand a message completely, but he or she has not
accepted it; or, it is accepted half-heartedly without conviction
 The initiator of the communication has achieved an ideal result if the
recipient has assimilated (or incorporated) the message
 Assimilation of the concept goes a long way towards ensuring active
participation, and harmonious cooperation, in the workplace
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LeasePlan Academy 2009
4 Steps to Communicating Effectively
 4. Action
 This is the final step of the process
 This step pushes a concept into reality
• Often a good business idea meets acceptance or agreement, but is not
translated into action
 If assimilation has truly taken place, action on the part of the receiver
should follow inevitably
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LeasePlan Academy 2009
4 Steps to Communicating Effectively
 4. Action
 Keep in mind that communication is a two-way process
 The originator of the message must play their part, as well, with
abundant support and encouragement
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LeasePlan Academy 2009
4 Steps to Communicating Effectively
 One on one communication is important; however, at times you
will be required to provide information to multiples
 Let’s discuss some basic rules for successful presentations
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LeasePlan Academy 2009
6 Basic Rules for Successful Presentations
 1. Rule of Tell’em
 Tell’em what you are going to Tell’em, Tell it to them, and then Tell’em
what you told them
 Translation:
• Start with an introduction including an “agenda” or goals for the presentation
• Provide the content
• Summarize the presentation
 Start with the last slide!!!
• If you emphasize the most important points you want to make, its relatively
easy to build your presentation around them
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LeasePlan Academy 2009
6 Basic Rules for Successful Presentations
 2. KISS – Keep It Simple Stupid
 It’s the same ancient adage we heard in math class & it applies here
too
 The more complicated you let things get, the more trouble you can
expect
 Keep your presentation focused on the message, don’t get carried
away with special effects and filler
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LeasePlan Academy 2009
6 Basic Rules for Successful Presentations
 3. Rehearse the presentation
 There’s something to be said about winging it: try, “Forget It!”
 To present the most professional image, you need to know your
presentation.
• It’s okay to leave the main script from time to time, but wandering
presentations lack focus and lose the message
 Rehearsing the presentation means more than going over the
information
• Rehearse the entire presentation like you will deliver it
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LeasePlan Academy 2009
6 Basic Rules for Successful Presentations
 3. Rehearse the presentation
 Don’t memorize the presentation.
• Reciting information removes passion/excitement from the presentation
 If using notes, use them sparingly
• Too much time spent reading notes may convince your audience that you are
unprepared
• If your notes are in sentence form, you will inevitably read them – Try Bullet
Points
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LeasePlan Academy 2009
6 Basic Rules for Successful Presentations
 4. Dress for Success
 Some say you can never overdress for a presentation. Others disagree.
 Other factors come into play with your dress:
• Humor and how formal your presentation is will impact whether you are “over”
presented
 One thing is for sure! You should never dress down.
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LeasePlan Academy 2009
6 Basic Rules for Successful Presentations
 5. Pace Yourself
 Don’t go too fast, or too slow.
• Every “slide” deserves at least 10 seconds, and none need more than 100
 If you find yourself spending several minutes on one slide, consider
breaking it up!
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LeasePlan Academy 2009
6 Basic Rules for Successful Presentations
 6. Presentation Tools
 Slides, LCD and DLP projectors, Laptops, LCD Panels, Video,
Multimedia, Sounds, Laser Pointers, Lapel Microphones, Overheads,
Photo-quality printers, Posterprinters…
• There are many presentation tools available to you as a presenter
 Determine your needs, the presentation environment, and select the
right group of tools
 Practice using the tools before hand & ALWAYS have a back-up plan
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LeasePlan Academy 2009
8 Ways to Avoid Conflict in the Workplace
 With multiple cultures, genders, personalities, and communication
styles in the workplace, conflict is destined to happen
 Ineffective communication is typically what breeds conflict
 There are ways to avoid conflict and how to handle it if it does
arise
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LeasePlan Academy 2009
8 Ways to Avoid Conflict in the Workplace
 1. Remember Filters
 We all hear what is said through our own filters
 Filters can include assumptions, biases, our own history, experience,
etc.
 Consider your own filters as well as others when communicating with
others
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LeasePlan Academy 2009
8 Ways to Avoid Conflict in the Workplace
 2. Listen as a Witness
 Ask, “How would I listen to this person if I knew I were going to be
called as an objective witness in court?”
 The goal here is to be as objective as possible and retain as many
details as possible
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LeasePlan Academy 2009
8 Ways to Avoid Conflict in the Workplace
 3. Clarify
 Before you speak, make sure that you understand what the other
person is saying.
 Ask open-ended (non-leading) questions until you do.
• Why is that so?
• What makes you say that?
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LeasePlan Academy 2009
8 Ways to Avoid Conflict in the Workplace
 4. Restate
 Ask “I think you said ‘…..’ Is that accurate?”
 Continue restating until your partner agrees that you heard him or her
accurately.
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LeasePlan Academy 2009
8 Ways to Avoid Conflict in the Workplace
 5. Pause Before You Speak
 Ask yourself which conflict style you’re using and why.
 Is it the style that will serve you best over the long term of the
relationship?
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LeasePlan Academy 2009
8 Ways to Avoid Conflict in the Workplace
 6. Summarize the Communication
 At the end of the communication, summarize the conversation and
clarify the original reason for the communication.
 Be sure you know why you were asked to listen and what you’re
expected to do – if anything – about the communication.
 Avoid jumping in too quickly with advice or solutions. Make sure the
person wants advice.
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LeasePlan Academy 2009
8 Ways to Avoid Conflict in the Workplace
 7. Assume 100% Responsibility for the Communication
 Assume leadership in your communication.
 Assume that it is your responsibility to listen until you understand and
to speak in a way that others can understand.
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LeasePlan Academy 2009
8 Ways to Avoid Conflict in the Workplace
 8. Check Out Misunderstandings
 Check out any misunderstandings if they occur.
 Assume miscommunication before you assume someone is trying to
undermine you efforts.
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LeasePlan Academy 2009
8 Ways to Avoid Conflict in the Workplace
 If conflict arises – How should you handle the situation?
 Gain Agreement That:
• There is a conflict
• We share a common goal to resolve it
• What we’ve tried so far hasn’t worked
 Identify Hot Buttons
• Say something like: “There seems to be something that ‘x’ says or that I say
that upsets you. What is it?”
• Clarify back to the person: “It seems that you are bothered by the idea that….”
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LeasePlan Academy 2009
8 Ways to Avoid Conflict in the Workplace
 By gaining agreement & clarifying statements, you are working
together to resolve the conflict
 Thus, the focus is on resolution rather than the conflict itself
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LeasePlan Academy 2009
Conclusion
 Ineffective communication is a major, yet avoidable, obstacle to
business productivity. (Key word is AVOIDABLE)
 Successful communication is a two-way street! Both parties must
make the effort.
 Communication is as much a matter of human relationships as it
is about transmitting facts whether over-the-phone, in a meeting,
or giving a presentation.
 Effective communication will help to eliminate conflict in the
workplace
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LeasePlan Academy 2009
LearnActGrow
February 2009