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Why is business communications so important?
● Leading● Inspiring● Negotiating● Giving Feedback● Fast Finding● Coaching● Relationships● …
MESSAGE TO SENT
SEND CODED MESSAGE
RECEIVE CODED MESSAGE
DECODING (Interpreting)
RECEIVE MESSAGE (Understand)
Vocabulary
Do I know?
Speaking skills
Listening skills
Vocabulary | Filter | Context
Effective Listening
Listener takes responsibilityto understand the
content and feeling/real intention of what is being said and then
checks with the Speakerto confirm understanding
1 - Competitive Listening
● My point of view dominates speaker’s● Listening for openings● Listening for flaws/errors● Fakes attention waiting for the moment● Aim to be the winner (Win/Lose)
2 - Passive Listening
● Genuinely interested in speaker’s viewpoint● Attentive listener● Assumes understanding (doesn’t check)
3 - Effective Listening
● Genuinely interested in speaker’s viewpoint● Put yourself in speaker’s shoes● Check full understanding before deciding upon
response
The 4 levels in effective listening
1 Open ended questions
Questions which cannot be answered with a simple Yes or No
They provide opportunity for Speaker to elaborate
2 Paraphrasing
Listener expresses in his/her words what it is believed the Speaker has said (significant
points)
Do not ‘parrot’ Speaker
3 Reflecting
The Listener thinks about the underlying feelings and attitudes of the Speaker
Reflecting responses give opportunity to verify at a deeper level
4 Empathy
Listener empathises with the Speaker so that they can understand the issue from the
Speaker’s perspective
Empathising responses provide the deepest level of Listener response
● DESIRE to be a better listener● STOP talking● LOOK at the speaker (eye contact)● Keep your EMOTIONS under control
● Ignore distractions, CONCENTRATE on the speaker
● Do not interrupt● Observe the Speaker’s Body Language
carefully● Encourage the Speaker● Judge CONTENT not delivery
● Don’t THINK AHEAD of the speaker● Don’t ARGUE mentally● Listen for what is NOT SAID● Avoid JUMPING to conclusions● Avoid hasty JUDGMENTS and keep an open
mind● Ensure your understanding of the Speakers
message
Coaching – What is it?
● Coaching versus Mentoring● Assumes person has enough internal
knowledge● Assumes you have the time● Requires patience
Coaching – Why coach?
● Powerful learning method● Develops confidence● Develops self confidence● Develops relationship
Coaching – Coaching qualities?
● Questioning skills● Listening skills● Observation skills● Patience● Able to know when and when not to coach
Coaching – When to coach?
● The individual has the knowledge● You have the time● The individual wants to develop● They respond to coaching
Coaching – How to coach?
● Be open about coaching style● Identify the coaching ‘goal’● Identify what alternative ways could be used● Identify what is currently happening● Explore each alternative together● Help the individual develop the will to follow the
chosen alternative
Coaching – GROW model
● Goal – what is the goal of the coaching?● Realities – what are the current realities?● Options – what other options exist?● Will – how much will (desire) is there to try out● one of the options?