Download Serve To Sell

Management excellence
Page 1
Welcome to Management
Excellence course
Page 2
Section 6
Communication
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Communication
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Communication Process.
Ways of Communication.
Factors influencing communication.
Barriers to communication.
Poor listening habits.
Active listening skills.
Gaining commitments.
Team presentations.
What is my communication style.
Managing meetings.
Delegations.
The Communication Process
Message
NOISE
Response/Feedback
Source
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Encoding
Decoding
Receiver
Ways of Communication
1- One-Way
(Memo, Fax, E-mail, Voice mail, letter)
2- Two-Way
(Phone call, In person)
3- Group (Transactional)
(Meetings, Parties,…)
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Factors Influencing Communication
Sender
Objectives
Attitudes
Values
Motives
Age
Memories
Experiences
Education
Personality
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Message
Feedback
Receiver
Objectives
Attitudes
Values
Motives
Age
Memories
Experiences
Education
Personality
Barriers to Communication
 Environmental Barriers
 Verbal Barriers
 Interpersonal Barriers
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Two Obstacles to Effective
Interpersonal Communication
• DEFENSIVENESS
• DISCONFIRMATION
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Poor Listening Habits
 Not paying attention
hearing but not listening
 Rehearsing
 Interrupting
 Hearing what is expected
 Feeling defensive
 Listening for a point of disagreement
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Active Listening Skills
o Make eye contact
o Exhibit affirmative head nods and appropriate
facial expressions
o Avoid distracting actions and gestures
o Asks questions
o Paraphrase
o Avoid interrupting the speaker
o Don’t over talk
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Feedback
1. Clarity
2. Emphasize the positive
3. Be specific
4. Focus on behavior rather than the person.
5. Refer to behavior that can be changed.
6. Be descriptive rather than evaluative.
7. Own the feedback
8. Generalizations
9. Be very careful with advice
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Team
Presentations
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Overcoming Speaking Anxiety In
Presentations
 Know the room
 Know the Audience
 Know Your Material
 Learn How to Relax
 Visualize Yourself Speaking
 Realize People Want You To Succeed
 Don't apologize For Being Nervous
 Concentrate on Your Message - not the medium
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How to Deal With A Hostile
Audience
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Listen carefully to the question & repeat it aloud.
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Answer directly. Look directly at the person asking the question.
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Refer to your Speech.
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Anticipate areas of questioning (play the devil’s rule).
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Be friendly, always keep your temper.
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Always tell the truth.
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Treat two questions from the same person as two separate questions.
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Don't place your hands on your hips or point at the audience.
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Keep things moving.
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Conclude smartly.
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What’s My Communication Style
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What’s my communication style?
1. Read each statement carefully.
2. Choose the statement ending that most closely
represents your style of communicating.
3. Circle the letter you chose on the Response Form
that will be distributed to you.
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Scoring WMCS?
1. Count the number of times you circled each style
shape and place those totals in the corresponding
Communication Style Totals shapes
2. Copy the Communication Style Totals into the
corresponding style shapes of Chart 1: My
Communication Style Profile.
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Forms of communication
• Verbal : The word we use is determined to a great degree by our
communication style.
• Paraverbal : the way in which something is said is called paraverbal
communication. It is not just the words we say but the way we say
them that communicates meaning.
• Body Language : the way we stand, the way we shake hands, and the
way we maintain eye contact are all forms of body language.
• Personal space : whether your work or home space is cluttered or
neat, organized, communicates to others what your priorities are
and what type of person you are. This is usually a function of your
communication style.
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WMCS Behavior Chart
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Communication Style Strengths
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Communication Style Trouble Spots
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Meeting
Management
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Managing Meetings
 Selecting Participants
 Developing Agendas
 Opening Meetings
 Establishing Ground Rules for Meetings
 Time Management
 Evaluations of Meeting Process
 Evaluating the Overall Meeting
 Closing Meetings
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