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COMMUNICATION SKILLS 2009 CANADIAN CANADIANCOAST COASTGUARD GUARDAUXILIARY AUXILIARY- -PACIFIC PACIFIC A Thought A man is seldom better than his conversation - German Proverb CANADIAN COAST GUARD AUXILIARY - PACIFIC Communication Skills Overview Effective communication skills are a critical element in our professional and personal lives. We all must use a variety of communication techniques to both understand and be understood. CANADIAN COAST GUARD AUXILIARY - PACIFIC What is Communication? Communication is the process of sending and receiving information among people… Feedback Sender Receiver Encode SENDER Medium Decode RECEIVER CANADIAN COAST GUARD AUXILIARY - PACIFIC Most Common Ways to Communicate CANADIAN COAST GUARD AUXILIARY - PACIFIC Communication Goals To change behaviour To get and give Information To persuade To get action To ensure understanding CANADIAN COAST GUARD AUXILIARY - PACIFIC Distortions in Communication CANADIAN COAST GUARD AUXILIARY - PACIFIC 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!! CANADIAN COAST GUARD AUXILIARY - PACIFIC 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 CANADIAN COAST GUARD AUXILIARY - PACIFIC Listening and Speaking are used a lot… 50% 45% 45% 40% 35% 30% 30% 25% 20% 16% 15% 10% 9% 5% 0% Writing Reading Speaking Listening CANADIAN COAST GUARD AUXILIARY - PACIFIC … But not taught enough 50% 45% 45% 40% 35% 30% 30% 25% 20% 16% 15% 10% 9% 5% 0% Writing Reading Speaking Listening CANADIAN COAST GUARD AUXILIARY - PACIFIC 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…) CANADIAN COAST GUARD AUXILIARY - PACIFIC 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 CANADIAN COAST GUARD AUXILIARY - PACIFIC How Can Communication Be Improved • Recognition of what makes good communication • Not being judgmental about your audience or who you are listening/ hearing • Stop egocentric communication CANADIAN COAST GUARD AUXILIARY - PACIFIC Communication Skills CANADIAN COAST GUARD AUXILIARY - PACIFIC Communication Skills • 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! CANADIAN COAST GUARD AUXILIARY - PACIFIC Why Communication is Important • • • • • Inspires confidence Builds respect in business and social life Helps make friends Develops a distinct personality Reveals your abilities to others CANADIAN COAST GUARD AUXILIARY - PACIFIC Essentials of Good Communication • Knowledge - Spontaneity in conversation - Level of conversation • • • • Organising your thoughts Participating in discussions Body Language - Show v. Tell Be a good listener - Listening v. Hearing CANADIAN COAST GUARD AUXILIARY - PACIFIC How to be an Active Listener 1 • Set the stage • Ensure mutual understanding • Understand body language • Suspend judgment CANADIAN COAST GUARD AUXILIARY - PACIFIC How to be an Active Listener 2 • 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 CANADIAN COAST GUARD AUXILIARY - PACIFIC Techniques To Improve Listening Skills PARAPHRASE SUMMARIZE 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 CANADIAN COAST GUARD AUXILIARY - PACIFIC Two Basic Types of Questions Closed questions: – Get a one-word response and inhibit thought. – Questions begin with who, when and which Open-ended questions: – Invite unique thought, reflection or an explanation. – Questions begin with how, what and how come (not why!). CANADIAN COAST GUARD AUXILIARY - PACIFIC Practice Questioning • Rephrase the following closed questions to make them open-ended: • • • • • 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? CANADIAN COAST GUARD AUXILIARY - PACIFIC Practice Questioning 1 • • • • • • Are you feeling tired? How are you feeling today? Isn’t it a nice day? What do you think of the weather? Was the last activity useful? What did you think of that training? CANADIAN COAST GUARD AUXILIARY - PACIFIC Practice Questioning 2 • • • • Is there anything bothering you? What if anything is bothering you? So everything is fine, then? What happened on the training exercise and how do you think it went? CANADIAN COAST GUARD AUXILIARY - PACIFIC Adding Colour to Communication • Images describe, and relive • Show, don’t tell • Use audience’s senses – Sight – Sound – Touch – Taste – Smell CANADIAN COAST GUARD AUXILIARY - PACIFIC Improving Communication • • • • • • • Don’t use cliches • Be Tactful Brevity Sincerity Don’t praise yourself Avoid argument Silence Enunciation Clear, loud, syllables. Flexibility of tone CANADIAN COAST GUARD AUXILIARY - PACIFIC Practice 1 • 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? CANADIAN COAST GUARD AUXILIARY - PACIFIC Practice 2 • The teeth should never be kept closed in speech. • Through practices, we can learn to speak more rapidly, but still with perfect distinctness CANADIAN COAST GUARD AUXILIARY - PACIFIC 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 CANADIAN COAST GUARD AUXILIARY - PACIFIC Public Speaking CANADIAN COAST GUARD AUXILIARY - PACIFIC What does the graphic tell you about this speaker? CANADIAN COAST GUARD AUXILIARY - PACIFIC The 5-P‘s • • • • • Prior Preparation Prevents Poor Performance CANADIAN COAST GUARD AUXILIARY - PACIFIC From effective conversation to speech • Overcoming Fear – Confidence • Idea of speech – Know your subject • Know the audience – Target their interest • Organising the speech – Tell them… CANADIAN COAST GUARD AUXILIARY - PACIFIC Developing Your Presentation • • • • What is your goal? Research your topic Develop an outline Create or locate learning aids CANADIAN COAST GUARD AUXILIARY - PACIFIC A.I.D.A ttention nterest esire ction POWERFUL opener CLEAR connector MAIN BODY POWERFUL close CANADIAN COAST GUARD AUXILIARY - PACIFIC AIDA ttention nterest esire ction Establish credentials (Me, You, What) Key point Create +ve expectations Paint the future benefits WIFM The facts The 3 facts advantages benefits Me, You, What is required CANADIAN COAST GUARD AUXILIARY - PACIFIC Making the Presentation Interesting • • • • • Informative Fun Variety Energy Audience Interaction CANADIAN COAST GUARD AUXILIARY - PACIFIC 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 CANADIAN COAST GUARD AUXILIARY - PACIFIC Presenting • • • • • • • Stage fright - feelings follow action Talk ‘to’, not ‘at’ Eye contact Don’t judge your audience Pause Volume Pace CANADIAN COAST GUARD AUXILIARY - PACIFIC Summary He who fails to prepare, prepares to fail! CANADIAN COAST GUARD AUXILIARY - PACIFIC With thanks to A. Rahim [email protected] CANADIAN COAST GUARD AUXILIARY - PACIFIC