DDLS Powerful Communications Seminar 2012

Powerful Communications:Improving Productivity and Effectiveness

Welcome to:

Intentions

Know What Makes Communication Effective

Use Self-Awareness To Improve Your Communications

Skills

Adjust Your Communication Style

Identify And Remove Barrier To Communication

Use Questions

Listen Effectively

Agreements

Turn off mobile phones and all other means of

communication with the outside world.

Be fully present – mentally and physically.

Participate fully - complete all exercises.

Be crisp and to the point.

Be open and forthright.

Share personal stories, not private ones.

Have fun.

Effective Communication

Words7%

Tone, Volume, Rate, Pitch

36%

Body Language57%

Communication

Communication Components

•Lack of fundamental

knowledge

•Lack Of Context*

•Hidden agendas

•Poor organisation of ideas

•Lack of verbal skills

•Status, power and authority

•Communication overload

•Technical terminology

•Jargon/slang*

•Language*

•Poor listening skills(#1)*

Barriers To Communication

•Varying meanings

•Differences in perception*

•Filtering

•Preconceived notions

•Assumptions

•Lack of interest

•Mind wandering

•Emotions (hostility, fear,

defensiveness)*

•Personality/appearance

•Physical distraction

Emotional Barriers

Golden Rule of Communication

Listen, Listen, Listen -

Always Check Where You Are

Listening From

DO Listen for facts, feelings and new

opportunities

Check that you understand

Take notes on important facts

Take steps to avoid interruptions

Use the other person’s name

DON'T Fake attention

Let the other person’s emotional reaction block

you from understanding them

Interrupt or finish the People’s sentences

Listening Do’s and Don’ts

Effective communication occurs when the message is received

as intended.

It’s not just what you say, but how you say it (Tone, Pitch,

Volume, Rate) and your body language.

It’s not about YOU.

Context is the required foundation for what you are

communicating.

Avoid using: Look, Listen, Honestly, Abusive Words, and/or

Unfortunately.

Powerful CommunicationTop 10 Tips

Use definitive language as opposed to vague language.

NO jargon.

Be aware of your perceptions.

Use questions.

LISTEN, LISTEN, LISTEN!

Powerful CommunicationTop 10 Tips

Lou Markstrom

lou.markstrom@ddls.com.au

Thanks for attending!

www.ddls.com.au

Australia’s leading IT Technical Training, Certification and

Professional Development provider enabling customers to

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processes and deliver quality service.