Download Essential Skills of Communicating

Essential Skills of Communicating
PAULA BANZHAF, Facilitator
[email protected]
The TEAM APPROACH
P O Box 70
Brownstown, PA 17508
717-656-0788
www.teamapproach.com
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ESC -1
Essential Skills of
Communicating
Essential Skills of Leadership
Skill Point Review
• Maintain or Enhance Team Member
Self-Esteem
• Focus on Behavior
• Encourage Team Member Participation
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ESC-2
Objectives
• See that communication is a two-way process.
• Construct clear, concise messages in the
interest of the receiver.
• Manage nonverbal behaviors to reinforce the
intent of your message.
• Listen actively to improve communication.
• Create a climate of open communication
which increases your team members’
motivation and commitment.
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ESC-3
Communication Process
FEEDBACK
SENDER
MESSAGE
RECEIVER
FEEDBACK
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ESC-4
Communicating Your Message
Effectively
1. The message must be clear.
2. The receiver must pay attention to it.
3. The source (sender) must be credible.
4. The receiver must be willing and able to act.
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ESC-5
Team Leader Actions
that Build Trust
• Reliability
• Openness
• Acceptance
• Congruency –
Walk the Talk
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ESC-6
Tips for Creating a Climate of
Open Communication
1.
Interact with your team members openly
and directly.
2.
Discover your mutual need for
information.
3.
Keep your team members informed.
4.
Practice the “open door” approach.
5.
Don’t “shoot the messenger.”
6.
Encourage team members to express
contrary viewpoints.
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ESC-7
Tips for Creating a Climate of
Open Communication (cont.)
7.
Encourage team members to share
information among themselves.
8.
Approach problems with a spirit of
discovery and improvement.
9.
Use a variety of tools to communicate.
10.
Respond promptly to all who
communicate to you.
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ESC-8
Types of Communication
Verbal +
Words
Tone +
Non Verbal = 100%
How you Say it
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Environment
ESC-9
What Makes a Message Clear?
Language is always appropriate when you use:
• Short words
• Short sentences
• Specific terms
• Commonly understood & respectful words
Messages are well organized when you:
• Summarize content at the beginning
• Arrange the contents in a sequence
• Avoid including too much information
• Omit unnecessary details
• End the message with a summary statement
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ESC-10
Constructing an
Understandable Message
• What will strike the receiver’s interest?
OR
What will be the benefit to the receiver?
• What does the receiver need to know about the
subject?
• What does the receiver want to know?
We are not suggesting that you analyze each team
member’s self interest in every single message, just that
you keep it in mind in general day to day communications
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ESC-11
Fact vs. Opinion
Positive Negative Neutral
Fact
+
-
=
Behavior
Opinion
+
-
=
Attitude
Behavior: You can hear it or see it
Attitude: You can think it or feel it
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ESC-12
Listening
• Listening is an Active process
• Hearing is a Passive process; you
can hear without listening
• Listening is an interactive process; it
requires you to react to the speaker
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ESC-13
Active ListeningTechniques
Reflecting
“Mirroring” to Verify and Clarify
Probing
Ask Clarifying Questions to get new information
Supporting
Express Feelings/Understanding
Advising
Provide Facts
Always reflect before you probe
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ESC-14
Analyze Video Segment 8
• Did the team leader listen to the team member’s words
& non-verbal message as well?
• How did the team leader respond?
• Does the team leader know why the team member was
upset?
• Will the team leader’s response help solve the team
member’s problem?
• Is this an example of using active listening techniques?
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ESC-15
Analyze Video Segment 11
1.
2.
Greg bends back in chair
Greg covers eyes, rubs face
3.
4.
5.
Greg fumbles around, looking thru papers
Jane is looking at papers
Jane is turned away
6.
7.
Jane stands up, leans forward
Amy points at herself, then Jane
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ESC-16
Essential Skills of Communicating
Skill Points Review
• Create a Climate of
Open Communication
• Design clear, concise
messages
• Manage non-verbal
behavior effectively
• Listen to communicate
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ESC-17