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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) HU113_Lect2_Communication 3 Critical Success Factor The majority of your perceived ability comes from how you communicate 30% What you know 70% How you communicate it HU113_Lect2_Communication 4 Communication Goals To change behavior To get and give Information To get action To persuade To ensure understanding HU113_Lect2_Communication 5 Average Frequency 50% 45% 45% 40% 35% 30% 30% 25% 20% 16% 15% 10% 9% 5% 0% Writing Reading Speaking HU113_Lect2_Communication 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 HU113_Lect2_Communication 8 Communication Communication is the process of sending and receiving information among people… Feedback sender receiver SENDER RECEIVER Source: CGAP Direct HU113_Lect2_Communication 9 Messages not delivered due to “distortion” Feedback Receiver Sender Distortion HU113_Lect2_Communication 10 What causes distortion? – – – – Speaker Listener Language Wordiness Semantics Emotions – Perceptions – Preconceived notions/expectations – Speed of thought – Personal interests – Emotions – Attention span – No active listening! HU113_Lect2_Communication 11 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 HU113_Lect2_Communication 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 HU113_Lect2_Communication 13 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 HU113_Lect2_Communication 14 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 HU113_Lect2_Communication 15 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 HU113_Lect2_Communication 16 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… HU113_Lect2_Communication 17 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… ” HU113_Lect2_Communication 18 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!). HU113_Lect2_Communication 19 HU113_Lect2_Communication 20