Developing Effective Developing Effective Communication SkillsCommunication Skills

Developing Effective Communication SkillsDeveloping Effective Communication Skills

We communicate to……We communicate to……

Get informationMotivateCheatPraiseMake arrangementsGive adviceSellGreetAbuseEtc

Verbal, vocal and visualVerbal, vocal and visual

Vocal : 37%Vocal : 37%The voice that we

convey

Visual : 55 %Visual : 55 %Our body language

CommunicationCommunication

Verbal : 8%Verbal : 8%The message that

we deliver

Causes of Communication Causes of Communication Difficulties:Difficulties:

Not explaining priorities or goals properly

Not listening

Not understanding fully and fail to ask questions

Mind made up, preconceived ideas

Lack of information and knowledge

Causes of Communication Causes of Communication Difficulties:Difficulties:

Not understanding others’ needs

Not thinking clearly, jumping to conclusions

Bad mood

Failure to explore alternatives

Communication failures can Communication failures can cause…..cause…..

Loss of businessLoss of business

Mistakes, inefficienciesMistakes, inefficiencies

Lowered productivityLowered productivity

Poor coordination and cooperationPoor coordination and cooperation

Damaged personal or company imageDamaged personal or company image

Frustration, hostilityFrustration, hostility

Communication failures can Communication failures can cause…..cause…..

Dissatisfaction with othersDissatisfaction with others

Lowered moraleLowered morale

Loss of team spiritLoss of team spirit

High employee turnoverHigh employee turnover

Conflict and argumentsConflict and arguments

Drop in self esteem and confidenceDrop in self esteem and confidence

Loss of friendshipLoss of friendship

Basic Communication PrinciplesBasic Communication Principles

Everything we do is communication Everything we do is communication

The way we begin our message often determines The way we begin our message often determines

the outcome of the communicationthe outcome of the communication

The way message is delivered always effects the The way message is delivered always effects the

way message is receivedway message is received

Basic Communication PrinciplesBasic Communication Principles

The real communication is the message received, The real communication is the message received,

not the message intendednot the message intended

Communication is two way street – we have to Communication is two way street – we have to

give as well as gathergive as well as gather

Communication TrilogyCommunication Trilogy

Give good Give good

information information Gather good Gather good

information information

Mutual Mutual

respect respect

Give Good InformationGive Good Information

Six C of giving good informationSix C of giving good information

ClearClear ConciseConcise

CourteousCourteousCompleteComplete

CorrectCorrect

ConcreteConcrete

Gather Good Information with Gather Good Information with your EARSyour EARS

E E – explore by asking questions

A A – affirm to show you’re listening

RR – reflect your understanding

SS – silence, listen some more

Benefits of Active ListeningBenefits of Active Listening

It forces people to listen attentively to others

It avoids misunderstandings, as people have to confirm that they do really understand what another person has said

It tends to open people up, to get them to say more

Good Habits of Effective Good Habits of Effective ListenersListeners

Looking at the speaker in order to observe body language and pick up subtle nuances of speechAsking questionsGiving speakers time to articulate their thoughtsLetting people finish what they are saying before giving their opinionRemaining poised, calm, and emotionally controlledLooking alert and interestedResponding with nods and ‘uh-uhms’.

When receiving/listening When receiving/listening feedbackfeedback

• Listen, don’t resistListen, don’t resist

• Keep calmKeep calm and keep breathing

• Let your body language show you are you are

receptivereceptive

• Ask questionsAsk questions to make sure you’ve

understood

• Don’t be overlyDon’t be overly sensitivesensitive, self

protective or cavalier

Receiving

feedback

Thank youThank you