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COMMUNICATION SKILLS What is COMMUNICATION? • Communication is exchange of thoughts, messages, or information, as by speech, signals, writing, or behavior. What are the most common ways we communicate? Written Word • All communication methods are important in training but our emphasis will be upon the spoken word... since 70 % or all our communication efforts are: misunderstood, misinterpreted, rejected, disliked, distorted, or not heard (in the same language, same culture)! The Goals of Training Communications: To change behavior To get and give Information To persuade To get action To ensure understanding Communication is the process of sending and receiving information among people… Feedback receiver SENDER sender RECEIVER All messages do not reach the receiver due to “distortion” Feedback Receiver Sender Distortion What causes distortion or the barriers to understanding/listening? • • • • • • Perceptions Language Semantics Personal Interests Emotions Inflections • • • • • • Environment – noise Preconceived notions/expectations Wordiness Attention span Physical hearing problem Speed of thought • Listening takes. . . – concentration and energy – curiosity and open-mindedness – analysis and understanding • Speaking requires. . . – sharp focus – logical thinking – clear phrasing – crisp delivery What we need to understand is….. Effective Listening Behaviors that support effective listening o Maintaining relaxed body posture o Leaning slightly forward if sitting o Facing person squarely at eye level o Maintaining an open posture o Maintaining appropriate distance o Offering simple acknowledgments o Reflecting meaning (paraphrase) o Reflecting emotions o Using eye contact o Providing non-distracting environment Behaviors that hinder effective listening o o o o o o o o o o o Acting distracted Telling your own story without acknowledging theirs first No response Invalidating response, put downs Interrupting Criticizing Judging Diagnosing Giving advice/solutions Changing the subject Reassuring without acknowledgment How can we improve our listening & facilitation skills? PARAPHRASING SUMMARIZIN G Restating what another has said in your own words Pulling together the main points of a speaker QUESTIONING Challenging participants to tackle & solve problems Paraphrasing…try it out! Paraphrasing is simply restating what another person has said in your own words. The best way to paraphrase is to listen carefully to what the other person is saying. Paraphrase often so you develop the habit of doing so. Practice some of the following techniques on your colleagues. Use initial 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… Summarizing…try it out! Try out these summarizing phrases: “If I understand you correctly, your main concerns are…” “These seem to be the key ideas you have expressed…” Summarizing pulls important ideas, facts or data together to establish a basis for further discussion and/or review progress. The person summarizing must listen carefully in order to organize the information systematically. It is useful for emphasizing key points. Questioning…a critical facilitation skill There are two basic types of questions: 1. Closed questions generally result in short yes/no or other one word answers. They should be used only when you want precise, quick answers. Otherwise, they inhibit thought. 2. Open-ended questions invite an actual explanation for a response. Questions that begin with “how”, “what” and “why” are typical. Other helpful techniques to foster communication (both verbal and non-verbal)… Nod Your Head Maintain eye contact Repeat the last word or two of the prior speaker Keep an open body position Make encouraging statements Repeat a sentence or part of one Questions Thank You