Download Communication skills

Communication skills
”seek first to understand than to be
understood”
Stephen Covey
Let’s start with the movie
Why communication
• Effective communication skills are
critical element in your career and
personal life
• Marketing
• We all must use a variety of
communication techniques to
understand and be understood
Why communication
• Half of what is said is heard
• Half of what is heard is listened to
• Half of what is listened to is
understood
• Half of what is understood is
believed
• Half of what is believed is
remembered
So it ends up remembering 1/32 of
what is said
All communication methods are important
in training but our emphasis will be upon
the spoken word... since
70 % or all our communication efforts are:
misunderstood, misinterpreted, rejected,
disliked, distorted, or not heard (in the
same language, same culture)!
Communication methods
50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
writing
reading
speaking
listening
Communication levels
50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
writing
reading
speaking
listening
Types Of Communication
Communication
Intra-personal
Inter-personal
Intra personal
• You and yourself
• If u cannot communicate with your
self how can u communicate with
others
• Talk with your self as anyone else
• Personal bank account
Interpersonal communication
• It is the process of
sending and
receiving
information among
people
medium
receiver
Sender
feedback
What’s that??
I know you believe you understand
what you think I said
BUT
I am not sure you realise that what
you heard is not what I meant
Emotional bank account
• Depositing and withdrawal
• Green vs. red line
Let’s play a PLAY
Listening
Seek first to understand
Listening
•
•
1.
2.
3.
4.
5.
We filter every thing through our
paradigm
Listening types
Ignoring
Pretending
Selective
Attentive
empathetic
Empathic listening
• I don't care how much you know
until I know how much you care
• It takes time
• Listen with your heart
Signs of Poor Listening
• Condemning the subject as uninteresting without
hearing (Prejudging)
• Criticizing the speaker's delivery or aids
• Getting Personal (Criticizing the speaker himself)
• Interrupting!!
• Selective listening
Signs of Poor Listening (contd.)
• Evading the difficult or technical (giving
up to listen when you don’t understand)
• Submitting to emotional words
• Sleeping (e.g. in Parliament)
Strategies to Improve your Listening
Skills
• Prepare to listen.
• Limit your own talking.
• Concentrate.
• Clarify and confirm your
understanding.
• Rephrase in your own words.
• Avoid jumping to conclusion.
• Listen to verbal, watch non-verbal.
• Listen for emotions and feelings.
Play this game
Modes of communication
Verbal
Non-Verbal
•Appearance
•Body language
•Eye contact
•Manners
•Visuals
Verbal Communication
Effective use of words
• Using effective words
• Tailoring words
• Speech rate
• Loudness
• Asking questions
Non - verbal communication
Speaking behaviors
Importance of words
Importance of voice tone
Importance of body
language
Non-verbal communication
‘Body Language’
t
t
t
t
t
Face
Arms
Body Angle
(80%)
Hands
Legs
(95%)
(90%)
(70%)
(50%)
Non-Verbal
Communication
‘Space and physical
contact’
• Distance during interaction
• Touching
Non-verbal
communication
-Appearance
• Dress like the customer
-Visuals
-Manners
( The mysterious person)
The mysterious person
Game
Barriers to communication
•
•
•
•
Judging
Sending solutions
Finishing other sentences
Preparing our response
before someone has
finished speaking
• avoiding
finally
Communication is a two way process
in order to have good
communication
-listen to understand
-understand before speaking
-Speak to be understood
-seek understanding before
proceeding
-repeat
Final word
Personality
What you say and do
What people can see
20%
Character
What you really are
Your inside
80%