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Pharos University in Alexandria
Faculty of Engineering
HU113: Technical Report Writing
Lecture 2: Communication Skills
Prof. Dr. Abdelsamie Moet
Fall 2012/13
Stan Kaplan’s Theorems of
Communication
From the plenary Address at the 1996 Meeting Society for Risk
Analysis
Theorem 1: 50% of the problems in
the world result from people using
the same words with different
meanings.
Theorem 2: The other 50% comes
from people using different words
with the same meaning.
Communication
• Listening
•
•
•
Writing
Presentation (Preparation)
Presentation (Presenting)
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Critical Success Factor
The majority of your
perceived ability comes
from how you communicate
30% What you know
70% How you
communicate it
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Communication Goals
To change behavior
To get and give
Information
To get action
To persuade
To ensure understanding
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Average Frequency
50%
45%
45%
40%
35%
30%
30%
25%
20%
16%
15%
10%
9%
5%
0%
Writing
Reading
Speaking
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Listening
6
… But not taught enough
50%
45%
45%
40%
35%
30%
30%
25%
20%
16%
15%
10%
9%
5%
0%
Writing
Reading
Speaking
HU113_Lect2_Communication
Listening
7
Listening
• Listening skills form the basis of:
– Continued learning
– Teamwork skills
– Management skills
– Negotiation skills
– Emotional intelligence
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8
Communication
Communication is the process of sending and
receiving information among people…
Feedback
sender
receiver
SENDER
RECEIVER
Source: CGAP Direct
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Messages not delivered due to “distortion”
Feedback
Receiver
Sender
Distortion
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What causes distortion?
–
–
–
–
Speaker
Listener
Language
Wordiness
Semantics
Emotions
– Perceptions
– Preconceived
notions/expectations
– Speed of thought
– Personal interests
– Emotions
– Attention span
– No active listening!
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Listening and speaking
Requirements
• Listening takes. . .
– concentration and energy
– curiosity and open-mindedness
– analysis and understanding
• Speaking requires. . .
– sharp focus
– logical thinking
– clear phrasing
– crisp delivery
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12
Active listening
1. Set the stage
–
–
–
–
To be
memorized
1 -4
Choose an appropriate physical environment
Remove distractions
Be open and accessible
Maintain relaxed, open posture that shows
concentration
2. Ensure mutual understanding
–
–
–
–
–
Reflect feelings
Offer acknowledgements (say “uh-huh”)
Paraphrase main ideas
Interrupt to clarify
Confirm next steps
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Active listening
3. Understand body language
– Observe position and posturing
– Make eye contact
– Consider expression and gestures
4. Suspend judgment
– Concentrate
– Keep an open mind
– Hear the person out
– Do not react to emotive words
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Inhibitors of Active Listening
•
Behaviors that inhibit effective listening
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Act distracted (look at your watch!)
Tell your own story without acknowledging theirs
Give no response
Invalidate response, be negative
Interrupt
Criticize
Diagnose what was said
Give advice/solutions quickly
Change the subject
Reassure without acknowledgment
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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
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Practice Paraphrasing
• Paraphrasing is
simply restating what
another person has
said in your own
words.
• Use phrases such as:
– In other words…
– I gather that…
– If I understand what
you are saying…
– What I hear you
saying is…
– Pardon my
interruption, but let me
see if I understand you
correctly…
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Practice Summarizing
• Summarizing pulls
important ideas, facts or
data together.
• Useful for emphasizing
key points and setting the
stage for further
discussion.
• The person summarizing
must listen carefully in
order to organize the
information
systematically.
• Try out these
summarizing phrases:
– “If I understand you
correctly, your main
concerns are…”
– “These seem to be the
key ideas you have
expressed… ”
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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!).
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