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Improving Communication Skills A Thought A man is seldom better than his conversation - German Proverb Siliguri Branch, EIRC - ICAI 18 July 2004 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. Siliguri Branch, EIRC - ICAI 18 July 2004 What is Communication? Communication is the process of sending and receiving information among people… Feedback sender receiver Encode SENDER Siliguri Branch, EIRC - ICAI Medium Decode RECEIVER 18 July 2004 Most common ways to communicate Writing Siliguri Branch, EIRC - ICAI 18 July 2004 Communication Goals To change behavior To get and give Information To persuade Siliguri Branch, EIRC - ICAI To get action To ensure understanding 18 July 2004 Distortions in Communication Siliguri Branch, EIRC - ICAI 18 July 2004 We need to improve communication... as 70 % of our communication efforts are: misunderstood misinterpreted rejected distorted or not heard 6 people talking in a 2 people conversation!! Siliguri Branch, EIRC - ICAI 18 July 2004 Critical success factor The majority of your perceived ability comes from how you communicate 55% Tonal 38% Visual 7% Verbal 93% of all Communication is non verbal - SKILL Siliguri Branch, EIRC - ICAI 18 July 2004 Listening and Speaking are used a lot… 50% 45% 45% 40% 35% 30% 30% 25% 20% 16% 15% 10% 9% 5% 0% Writing Siliguri Branch, EIRC - ICAI Reading Speaking Listening 18 July 2004 … But not taught enough 50% 45% 45% 40% 35% 30% 30% 25% 20% 16% 15% 10% 9% 5% 0% Writing Siliguri Branch, EIRC - ICAI Reading Speaking Listening 18 July 2004 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…) Siliguri Branch, EIRC - ICAI 18 July 2004 A Good Algorithm 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 Siliguri Branch, EIRC - ICAI 18 July 2004 How can it be improved Recognition Pavlov study Not being judgmental Stop egocentric communication Siliguri Branch, EIRC - ICAI 18 July 2004 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! Siliguri Branch, EIRC - ICAI 18 July 2004 Observe PARIS IN THE THE SPRING GOD IS NOWHERE Siliguri Branch, EIRC - ICAI 18 July 2004 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 Siliguri Branch, EIRC - ICAI 18 July 2004 Essentials of good communication Knowledge Organising your thoughts Participating in discussions Body Language Spontaneity in conversation Level of conversation Show v Tell Being a good listener Listening v hearing Siliguri Branch, EIRC - ICAI 18 July 2004 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 Siliguri Branch, EIRC - ICAI 18 July 2004 Techniques to improve listening skills SUMMARIZE PARAPHRASE Restate what was said in your own words Pull together the main points of a speaker QUESTION Challenge speaker to think further, clarifying both your and their understanding Siliguri Branch, EIRC - ICAI 18 July 2004 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!). Siliguri Branch, EIRC - ICAI 18 July 2004 Practice Questioning Rephrase the following closed questions to make them open-ended: 1. Are you feeling tired? Isn’t it a nice day? Was the last activity useful? Is there anything bothering you? So everything is fine, then? 2. 3. 4. 5. Siliguri Branch, EIRC - ICAI 18 July 2004 Adding colour to communication Siliguri Branch, EIRC - ICAI 18 July 2004 Adding colour to communication Images – Describe, relive Show, don’t tell Use audience’s senses Sight Sound Touch Taste Smell Siliguri Branch, EIRC - ICAI 18 July 2004 Improving communication Don’t use cliches Brevity Sincerity Don’t praise yourself Avoid argument Be tactful Silence Enunciation Clear, loud, syllables. Flexibility of tone Siliguri Branch, EIRC - ICAI 18 July 2004 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 Siliguri Branch, EIRC - ICAI 18 July 2004 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 Siliguri Branch, EIRC - ICAI 18 July 2004 Public Speaking What does the graphic tell you about this speaker Siliguri Branch, EIRC - ICAI 18 July 2004 The 5-P‘s Prior Preparation Prevents Poor Performance Siliguri Branch, EIRC - ICAI 18 July 2004 From effective conversation to speech Overcoming Fear Idea of speech Know your subject Know the audience #1 fear Target their interest Organising the speech Tell them… Siliguri Branch, EIRC - ICAI 18 July 2004 Developing Your Presentation What is your goal? Research your topic Develop an outline Create or locate learning aids Siliguri Branch, EIRC - ICAI 18 July 2004 AIDA ttention POWERFUL opener CLEAR connector nterest MAIN BODY esire ction Siliguri Branch, EIRC - ICAI POWERFUL close 18 July 2004 AIDA ttention nterest esire ction Siliguri Branch, EIRC - ICAI Establish credentials (Me, You, What) Key point Create +ve expectations Paint the future benefits WIFM The Thefacts facts 3 advantages benefits Me, You, What is required 18 July 2004 Developing Your Presentation Making the Presentation Interesting Informative Fun Variety Energy Audience Interaction Siliguri Branch, EIRC - ICAI 18 July 2004 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 Siliguri Branch, EIRC - ICAI 18 July 2004 Presenting Stage fright Feelings follow action Talk ‘to’, not ‘at’ Eye contact Don’t judge your audience Pause Volume Pace Siliguri Branch, EIRC - ICAI 18 July 2004 Summary He who fails to prepare, prepares to fail! Siliguri Branch, EIRC - ICAI 18 July 2004 Thank You [email protected]
