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Effective Communication Skills. Objectives. Define and understand communication and the communication process List and overcome the filters/barriers in a communication process Practice active listening Tips to improve verbal and non verbal communication. - PowerPoint PPT Presentation
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Effective Communication Skills
Objectives
• Define and understand communication and the communication process
• List and overcome the filters/barriers in a communication process
• Practice active listening
• Tips to improve verbal and non verbal communication
What are the most common ways we communicate?
Spoken Word
Written Word
Visual Images
Body Language
What is Communication?Communication is the transmission of an idea or feeling so that the sender
and receiver share the same understanding.
Communication is not a mysterious process.It takes place when the ideas from your mind are transferred to
another’s and arrive intact, complete, and coherent.
The Communication Process
SENDER(encodes)
RECEIVER(decodes)
Barrier
Barrier
Medium
Feedback/Response
Types of Communication(One-way)
Types of Communication(Two-way)
Types of Communication(One to Many)
Components of Communication
Vocal communication
Verbal Communication
Non-verbal communication
Features of Effective Communication
• Active Listening
• Eye contact
• Posture
• Simple language
• Questioning skills
Benefits of effective communication
• Quicker problem solving• Better decision making• Steady work flow• Strong business relations• Better professional image
Barriers to communication
Distractions
Use of jargon
Poor listening skills
Cultural differences
Language differences
EmotionsAssumptions/Misconceptions
Inappropriate medium
Noise
Hearing Vs Listening
Hearing – Physical process, natural, passive
Listening – Physical as wellas mental process, active,learned process, a skill
Listening is hard.You must choose to participate in the process of listening.
Hearing
Choosing
Understanding
Responding
The reception of sound.
The act of choosing to focus attention on the message.
Deciding what the message means to you.
Your reaction to the message. It can be emotional and intellectual.
Steps in the listening process
Definition of listening:It is a physical and psychological process that involves choosing to listen, understanding, and responding to symbolic messages from others.
Your knowledge, attitudes, values, beliefs and self-concept influences your perception.
You first respond emotionally, then intellectually. Then you decide how to respond.
Your own needs, interests, attitudes, and knowledge affects your choice to pay attention.
Not everyone hears the same way. Men actually prefer certain frequencies.
placatingfiltering
derailing comparing
mind readingrehearsing
dreamingsparring
identifyingjudging
being right
BLOCKS TO LISTENING
• Comparingconstantly comparing yourself to the other person, checking to see if you measure up in terms of intelligence, wit, emotional stability, competence, or even level of suffering or children's achievements.
• Mind Readingwhat you think someone "really means" (based primarily on your own feelings, assumptions, or hunches) than to what he or she is actually saying.
• Rehearsingplanning your response to what someone is saying to you while the other person is still speaking.
• Filteringtuning out certain topics or you may hear only certain things and tune everything else out, any possible hint of unhappiness, no matter what he actually says.
• Judgingif you decide ahead of time that the other person is not worth hearing (because he or she is "stupid," "crazy,"'"hypocritical," or " immature"), and that you will therefore listen only in order to confirm your opinion.
• Dreamingyou pay only a fraction of your attention to the person talking; inside, your thoughts are wandering elsewhere.
• identifyingwhatever you hear from the other person triggers memories of your own similar experiences, and you can't wait to.jump into your own story.
• AdvisingJumping in with advice when the other person has barely stopped talking (or before)
• SparringIf you listen only long enough to find something to disagree with, and then assert your position-—regardless of what the other person says.
• Being RightIf you want to prove that you're right or to avoid the suggestion that you're wrong— including lying, shouting, twisting the facts, changing the subject, making excuses, and accusing
• Derailingchanging the subject or make a joke whenever you become bored or uncomfortable with the conversation.
• Placatingbeing so concerned with being nice, agreeable, or liked that without really listening you agree with everything being said.
Active Listening
The process of recognizing, understanding, and
accurately interpreting communicated messages
and responding to spoken and/or nonverbal
messages.
Tips to become a better listener• Don’t talk – listen.• Don’t jump to conclusions.• Listen between the lines.• Ask questions/paraphrase.• Don’t get distracted by the
environment.• Keep an open mind.• Be willing to listen to someone
else’s point of view and ideas.• Provide feedback.• Take advantage of your brain
power.
Improving Verbal Communication-Tipso Eliminate Noiseo Get Feedback – Verbal & Body Signalso Speak Slowly & Rephrase your sentenceo Don’t Talk down to the other persono Listen Carefully & Patiently
Improving Body Language - Tips
• Keep appropriate distance• Touch only when appropriate• Take care of your appearance• Be aware - people may give
false cues • Maintain eye contact• Smile genuinely