Communication Skills

Communication

Skills

Presenter

Presentation Notes

To view this presentation, first, turn up your volume and second, launch the self-running slide show.

Objectives

By the end of the session, participants will know 1. What is communication 2. Why it is so important 3. How Communication Model works 4. Tips for sender / Receiver 5. Tips for Giving Feedback

In the Beginning...

• There was a chaos...

3

Presenter

Presentation Notes

Companies needed something to help them manage the work they were doing Some industries had already realized there was an important role to support their needs – PM So the role of PM was adopted by a number of org But it took time PMI has been around since 1969, yet the importance of treating a piece of work as a project is still no universal

In the Beginning...

• Projects were like a battlefield

4

Presenter

Presentation Notes

Companies needed something to help them manage the work they were doing Some industries had already realized there was an important role to support their needs – PM So the role of PM was adopted by a number of org But it took time PMI has been around since 1969, yet the importance of treating a piece of work as a project is still no universal

5

A lot of work was being done... But it was not always productive

Fundamentals

© Copyright 2003, Prentice Hall 7

Communication The process by which a

person, group, or organization (the sender) transmits information (the message) to another person, group, or organization (the receiver)

Major types of Communication

1. Verbal 2. Nonverbal 3. Written

Verbal

• Communicating using language, a structured system of sounds that is used and understood to express ideas among people. – Verbal communication includes… volume level, tone, etc.

Listening Skills

• Listening is not a “passive” skill but a “receptive” skill. It requires as much attention and mental activity as speaking.

• That of the time an individual is engaged in communication, approximately 9 % is devoted to writing, 16 % to reading, 30 % to speaking, and 45 % to listening.

Nonverbal

• What percent of how we communicate with others is through nonverbal communication (facial expressions, body language)?

70%

Why is nonverbal communication so important?

Nonverbal is the first thing our mind reads before a word is even spoken.


Purposes of Communication

To support decision To achieve coordinated action To share information To develop friendships To build your personality in

others mind

The Model


Communication Concepts 1- Encoding: process where idea is transformed so that it can be transmitted to a receiver (e.g., a written or spoken message). 2- Communication Channels: pathways over which messages are transmitted (e.g., telephone lines, mail). 3- Decoding: process by which a receiver of messages transforms them back into the sender’s ideas. 4- Feedback: the impact of messages on receivers. 5- Noise: Factors capable of distorting the clarity of messages at any point during the communication process.

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The Communication Process

Encoding

Communication Channel

Decoding Feed Back

Copyright Course Technology 1999 18

The Impact of the Number of People on Communications Channels

Sender

Professional Communication Skills

• There are three major types of speech:

1. To inform, 2. to persuade, 3. or to entertain

Tips for Sender

• Know Your Audience (Audience Anyone who receives information)

• Who are they? What do they know? What do they want to learn from you?

• Select your Subject (The main topic or key idea) – How does my subject relate to my

listeners needs? – What is my most important point? – How can I make this point clearly? – What facts and examples can I use?

Tips for Sender


Four Patterns to organize a structured message 1. Enumeration- Listing

several items in order 2. Generalization with

Example- Use “for instance” and “for example”


3- Cause and Effect- “Therefore,” “Consequently,” and “As a result” 4- Compare and Contrast- “However,” “Nevertheless,” and “On the other hand”

• Your delivery, attitude, and style are just as important as your message

• Pitch or loudness of your voice

• Inflection can change meaning of the message

Tips for Sender


• Make emotional contacts, address people by name, use eye contact

• Use posture and body language that match the message

• Avoid the “umm’s” and “uhhh’s”

Communication Skills

• Using Your Voice • Pleasant, Not too high

or low, Loudly not booming

• Variations of speed and loudness will help your message be entertaining

Ladder of Powerful Speaking

For example, if I loan you the money, will you pay it back?

I should pay it back.

I might pay it back.

I want to pay it back.

I intend to pay it back.

I promise to pay it back.

Be Aware of Negative Self-Talk. Do You Recognize any of These?

• I have to be perfect • I need the approval of everyone • That’s always the way it is. • I’m helpless in this situation. • If something bad can happen, it will

happen.

Barriers to Communication

Barriers to Communication (1)

his body language

her body language

Interruptions and distractions (Door ?

Cell phone)

Presenter

Presentation Notes

Communication can be hindered by a number of things. This picture depicts a scene in which many barriers to communication exist. What are they? Ask participants to look at the picture on the slide, and describe any barriers to good communication that they can see in the picture. Write participant answers on a flip chart. Use the following questions to help guide the discussion: What is the clinician communicating with his body language? What is the client communicating with her body language? Add anything that participants may have missed from the following: Dirty office, with other patients’ information all over the table. Interruptions and distractions, e.g., cell phone calls. The door is open and there are people nearby who can hear their interaction, so there is no privacy to ensure confidentiality. HCW is not facing the person with whom he is meeting. Other ways of not communicating well include: Looking out the window. Looking at the clock or watch. Starting to speak to someone else. Shuffling papers. Negative nonverbal communication can have many consequences, such as: Information is not shared, understood. The client may ask fewer questions. Problem may be difficult to understand. Situation may be uncomfortable. Lack of adherence to medical appointments and/or treatment. Note that this picture depicts an HCW with a patient, not a mentor and mentee. However, the same barriers to communication could exist between a mentor and mentee. Alternatively, this is a scene that a mentor might observe in the clinic and give feedback to a mentee about.

Barriers to Communication (2)

Other barriers include: • Talking too much, not giving speaker time to express him or

herself • Being critical and/or judgmental • Laughing at or humiliating • Contradicting or arguing with speaker • Being disrespectful of speaker beliefs, way of life • Lack of trust

Presenter

Presentation Notes

The last slide dealt primarily with nonverbal barriers to communication. This slide lists barriers to communication that are largely verbal. These barriers to communication are avoidable. However, once barriers to communication have surfaced, a significant amount of work may be necessary to overcome them.

Receiver

How to Be a Good Listener

Let the guy talk. Talking helps to clarify thinking.

Talk Less

Minimize Distractions

• Give attention. • Focus on being a good listener.

Don’t Judge Too Soon

• Understand first and then evaluate. • Put aside your mindset to hear and

understand.

Listen for the Main Point

Ask Questions

Feed Back

Feedback.. WHY

• Speakers often: – Say one thing and mean another. – Say something and not mean it. – Speak in a way that causes confusion.

Feedback: Basic (1)

• Ask permission or identify that you are giving feedback.

• Examples: – “Can I give you some feedback on that follow-up

patient visit?” – “I’d like to provide some feedback on what I

observed during my visit today.”

Presenter

Presentation Notes

See Handout 3.2, Basic Principles of Feedback.

Feedback: Principles (2) Give feedback in a “feedback sandwich”

1) Start with a positive

observation

2) Provide a suggestion for improvement

3) Finish with a

second positive

observation

Presenter

Presentation Notes

The positive observations are the two pieces of bread, while the suggestion for improvement is the filling tucked in between them.

Feedback: Principles (3)

• Don’t be judgmental or use labels: – Avoid words like “lazy,” “careless,” or

“forgetful”

• Don’t exaggerate or generalize: – Avoid terms such as, “you always,” or

“you never”

Don’t minimize the situation. It’s only a _____.

The Language of Responsibility. “I” and “You” Statements.

• You accept responsibility for yourself.

“You” statements:

• Language of blame. • Underestimating. • Cause negative emotions. • Escalate the situation.

“I” Statement: Instead of: You must be crazy.

I don’t understand.

How to Feedback

• Restate what has been said • Ask for clarification • Reword the message to check understanding • Use your own words to rephrase the message

to check understanding

Thank you

Documents

Communication Skills