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Communication
A foundation for optimal service delivery
Yes, but what about communication?
Project Success
Proven
Hermien Zaaiman
Eleanor Huggett
Objectives
To achieve a greater understanding of:
1) What communication is
2) Why it is so difficult to communicate
3) Your own communication style
Project Success
Proven
Communication – What is it?
The process of sending and receiving messages
 Sending: Verbal and Non-Verbal
 Receiving: Perceiving, Listening and Understanding
Communication is EVERYTHING YOU DO!
And must be actively managed for optimal success
Project Success
Proven
Communication
What are the biggest challenges?
The single biggest problem in communication
is the illusion that it has taken place
George Bernard Shaw
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Proven
Communication – Effect of
Giving
What
Contribution
(%)
You say
The other person sees
You sound like to the other person
Receiving
What
Conscious
Subconscious
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Proven
Contribution
(%)
7%
Components of
Communication
Congruence
and
Dissonance
What they see
38%
How you speak
55%
What you say
First impressions matter
Awareness matters
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Proven
Dissonance
Goulston’s ten most common perceptions that cause dissonance
I believe I am
Others may perceive you as
Sly How do
you
Arrogant
perceive
Inappropriate
yourself?
Hyper
How do you
Shrewd
Confident
Humorous
Energetic
A person with strong opinions
Opinionated
believe others
perceive you?
Dissonance hampers effective
communication
Passionate
Impulsive
Strong
The greatest dissonanceRigid
occurs when people
Detail oriented
Quiet
Sensitive
Nitpicking
feel most vulnerable
Passive or Indecisive
Needy
Project Success
Proven
Mark Goulston, Just Listen, 2010
Change
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What to do?
When you can’t avoid dissonance,
Anticipate it
Mark Goulston
Project Success
Proven
The Persuasion Cycle
Listening
Buy-In
Considering
Glad they
did
Willing to
do
Doing
Project Success
Proven
Mark Goulston, Just Listen, 2010
Listening – What are you doing?
 Are you listening to respond or to understand?
 Do others understand what you are saying?
 Do you value what others are saying?
 What about that which has been left unsaid?
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Receiving – Obstacles to listening and
understanding
 Interrupting
 Objecting
 Redirecting
 Rational responses
 Emotional responses
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Proven
What is the
correct
response?
The Art of Effective Communication Management
 Try to understand the other person’s viewpoint
 Develop a desire to listen - Allow others to do the talking
 Ask clarifying questions
 Demonstrate respect, empathy and sensitivity
 Listen for the entire message
 Confirm your understanding of the message
 Take the other person’s communication preferences into
account – How does s/he prefer to be communicated to?
Project Success
Proven
Your Preferred Behavioural Style
How you believe you
tend to behave
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vs.
How others tend to
experience you
Behavioural Styles – The DISC Model
Why?
 Understanding your own behavioural style assists you to:
- Understand the impact of your behavioural style on others
- Adapt your behaviour in interaction with others
 Understanding the natural behavioural styles and the
preferences of others allows you to understand:
- ‘Why’ they act the way they do at a very high level
- How to adjust your own style when interacting with them to achieve
the desired outcome
Project Success
Proven
C
Conscientious
Task
D
Dominant
Respond
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Proven
Initiate
S
I
Steady
Influence
People
Objectives
To achieve a greater understanding of:
1) What communication is
2) Why it is so difficult to communicate
3) Your own communication style
Project Success
Proven
The Persuasion Cycle
Listening
Buy-In
Considering
Glad they
did
Willing to
do
Doing
Project Success
Proven
Mark Goulston, Just Listen, 2010