Communication strategies

Communication Strategies

1 2012 Taylor Mason Training & Development Training Materials


Session One: Course Introduction

Learning ObjectivesBy the end of the course you will be able to:

1. Identify common communication problems that may be holding you back

2. Develop skills to ask questions that give you information you need

3. Learn what your non-verbal messages are telling others

4. Develop skills to listen actively and empathetically to others

5. Enhance your ability to handle difficult situations

6. Deal with situations assertively


The Programme

9.00 am Course Introduction

Introduction to Communication Skills

How We Communicate

11.00 am Coffee

Communication Barriers

Listening Skills

1.00 pm Lunch

Questioning Skills

How to Build Rapport

2.45 pm Tea

Assertiveness

Techniques for the Workplace

Module Wrap-Up and Personal Action Plans

5.00 pm Finish

Delegate Introduction

Page 32 minutesYour nameWhat your job isOne interesting fact

about yourselfPersonal Objectives

for today


Session Two: Introduction to Communication Skills

Defining a Skilled Communicator Exercise Page 4


Session Two: The Definition of Communication

Definition

‘A two way process of reaching mutual understanding, in which participants not only exchange (encode-decode) information but also create and show meaning’.



Session Two: A Winning Communication Strategy

Always Develop Positive Relationships

1. Speak to people2. Smile at people3. Call people by name4. Be friendly and helpful5. Be cordial6. Be genuinely interested in people7. Be generous with praise, cautious with criticism8. Be considerate with the feelings of others9. Be alert to give service10. Practice your positive sense of humor


Session Three: How We Communicate

How we communicate

Albert Mehrabian’s Research When discussing emotions:

7% of speaker’s message communicated by words 38% communicated by tone of voice 55% communicated by body language

Even in other conversations, we know that tone of voice and body language have a large impact on those messages, too


Session Three: Body Language

What Do Our Bodies Say?

1. Your eyes, eyebrows, and mouth send out the signals that can make a world of difference

2. People who smile are happier3. Eye contact helps you carry your message4. Learn to speak with your hands5. Work on appearing sincere and comfortable6. Let your hands do what they want to do (mostly)7. Your body posture affects your emotions and how you feel

determines your posture



What Do Our Bodies Say?

Pick up cues from people that you are making them uncomfortable

Adjust your approach: Take one step back or get the other person to talk instead

Result: People will be more at ease and open with you



Gestures

We all interpret body language differently and we can also feel differently about images

We are influenced by past experiences, background, culture, and so on

A gesture is a type of non-verbal communication that is communicated through body language, with or without speech

If you travel around the world or work with people from different cultures, you need to be aware of the multiple meanings to some gestures



Gestures Exercise page 13

Session Three: Tone of Voice



Session Three: Words

Words Exercise Page 16

Negative Words or Phrases There is nothing we can do. They won’t allow that. I can’t… I must… If only…

Positive Words or Phrases Let’s look at the choices. We can try something new. I will… We can… From here on…



Emotions Exercise (Optional)

Session Three: Written Communication

Think about the objective of what you are trying to say Draft your written communication Check for:

Clarity Spelling Grammar Layout

Get someone to check it Use K.I.S.S – Keep It Simple Stupid


Session Three: Advantages and Disadvantages of Different Methods of Communication

Face to Face Telephone Letters Email Notice Boards Meetings




Session Four: Communication Barriers

Case Study: Page 19

Session Four: Communication Barriers

Group Exercise Page 19ExperienceEmotionsAttitudesCultureSubject KnowledgeMood

WordingEducationNoise LevelAmbiguityNon-Verbal

messages


Session Four: Applying the Answers

Exercise Page 23

1. What are some of the things that can be done in your organisation/department to communicate better?

2. Are these physical or mental activities?

3. Are these individual or team activities?

4. If your organisation/department were a zoo, what kind of inhabitants would it have?


Session Four: Being Mindful

Exercise Page 25

1. What work-related resources do we take for granted?

2. What are the dangers if we take resources (including people) for granted?

3. What can we gain by paying attention to these things?



Session Five: Listening Skills

How Do You Rate Your Listening Ability? Exercise page 26



How Do You Rate Your Listening Ability?

Scoring Give yourself 2 points if you answered “Yes” for question 1. Give yourself 2 points if you answered “No” to questions 4, 5, 6, 7,

8, 9, and 10. Give yourself 2 points if you answered “Yes” to questions 2, 3, 11,

and 12.



How Do You Rate Your Listening Ability?

Interpretation 20+: Strong communication skills; use them to help

others. 10-18: Average range; identify where you’re doing well

and where you would like to do better. 10-0: It’s time to start learning! Use this quiz to help you

set some goals.



What is Said and What is Heard



Active Listening Skills

Most of us were fortunate to be born with hearing, but listening is a skill that must be learned and practiced in order to use it successfully

When you hear something, sound enters your eardrum, passes through your ear canal, and registers in your brain

Listening is what you do with that sound and how you interpret it




Tips for Successful Listening Listen intentionally for people’s names Listen with interest Try to get rid of your assumptions Listen for what isn’t said




Listening is hard work! Active listening means that we try to understand things from the

speaker’s point of view It includes letting the speaker know that we are listening and that

we have understood what was said This is not the same as hearing, which is a physical process

Active listening can be described as an attitude that leads to listening for shared understanding




Responding to feelings Reading cues Demonstration cues Physical indicators

Verbal cues Questions Summarising statements




Tips for Becoming a Better Listener Make a decision to listen Don’t interrupt people Keep your eyes focused on the speaker and your ears tuned to their

voice Carry a notebook or start a conversation file on your computer Ask a few questions throughout the conversation When you demonstrate good listening skills, they tend to be

infectious


Session Six: Questioning Skills



Session Six: Asking Questions

Closed Questions

Closed Questions Can be answered by either “yes” or “no,” or with a specific bit of

data Restrict responses Require very little effort on either person’s part Can be used to close down a conversation Tend to get over-used Can lead us to make assumptions (=barriers)



Open Questions

Open Questions Encourage people to talk. Cannot be answered with yes/no Begin with a variation of the five W’s (who, what, when,

where, why) or ask how



Open Questions

Open Questions

Can be used to: Get information Focus conversations Get opinions Gain agreement



Asking Questions

Other Types of Questions Leading: Don’t you just love the way vanilla ice cream

smells? Rhetorical: Do I look like I care? Probing: On the following slides



Probing

When you probe, you: Get others involved and participating Get important information on the table Force yourself to listen Help improve communication on both sides of the table



Probing

Five Ways to Probe Open question Pause Reflective or mirroring question Paraphrasing Summary question



Pushing My Buttons Exercise Page 36

I’m really nervous about speaking in public I am looking for a new car, and I hate car shopping I think this room is too hot I really dislike cooking Your new hair cut is really flattering I wish I didn’t have to go to that meeting tomorrow

Session Seven: How to Build Rapport

What is Rapport? You appear to be on the

same wavelength You trust each other You speak the same

‘Language’ You feel comfortable

with each other Your body language

synchronises with theirs


Session Seven: How to Build Rapport

1. Mirror

2. Match

3. Pace and Lead




Session Eight: Assertiveness

Self-Attitude

Your Inner Self Talk Be aware of the internal messages you give yourself Can be a self-fulfilling prophecy The more you replace your self-talk with positive, confident

words, the more confident you become We know that is easily said, and more difficult to realise, but it’s

worth the results!

Session Eight: Life Positions

Session Eight:Feelings in Different ‘Life

Positions’


Aggressive, Submissive, Assertive Exercise - Page 42

In three groups you have ten minutes to discuss and list up on flip chart the types of words and phrases you would hear from someone who is:

Group One: Aggressive

Group Two: Submissive

Group Three:Assertive

Please select a spokesperson to present on your behalf.


Session Eight: Thirty Ways to Persuade


Session Eight:Case Study: Marlene’s

Promotion


Page 45


Session Eight: Assertive Formula

The Assertive Formula

Step Goal Example

Step 1 Non-judgmentally describe a specific behavior of the other person.

When you…

Step 2 Describe as specifically as possible the effect or practical problems this behavior is causing in your life.

The effects are…

Step 3 Describe how you feel as a result, without using the expression, “you make me...”

I feel…

Step 4 You describe what you want, preferably after you give the other person a chance to state what he or she thinks might be done.

I prefer/would like…



Expressing Your No

Say no firmly and calmly Say no, followed by a straightforward explanation of what you are

feeling or what you are willing to do Say no and then give a choice or alternative Say no and then clarify your reasons Use your natural no Make an empathetic listening statement and then say no Say yes, and then give your reasons for not doing it or your

alternative solution



Expressing Your No

The Persistent Response Select a concise, one-sentence statement and repeat it no matter

what the other person says or does “I understand how you feel, but I’m not willing…” “I’m not interested…” “I don’t want to…”’ “I’m uncomfortable doing that, so I don’t want to…” “You might be right, but I’m not interested.”

After each statement by the other person, say your persistent response sentence


Session eight: Assertiveness

Expressing Your No

Guidelines for Saying No Say your statement firmly, calmly, and as unemotionally

as possible Be aware of your nonverbal behaviour Be persistent


Session Nine: Techniques for the

Workplace

Prepare, Prepare, Prepare

Have a purposeHave an outcomeMake sure the receiver is readyApply positive intent


Session Nine: Techniques for the Workplace

Testing Our Theories Situation One

Your supervisor calls you to say that he has chosen someone else for a project team position that you were hoping for. You love your current job, but you know you would have done a great job on that project team. Your first reaction is to be mad at your boss for being a jerk and not selecting you.


Session Nine: Techniques for the Workplace

Testing Our Theories

Situation Two

You are in a team meeting and you suggest a great solution to the problem. Your supervisor says that she cannot go in that direction, and asks the team for other suggestions.



Workplace

Delivering Your Message

Use direct language and deliver a message that is clear, calm, and direct

Factual descriptions and relevant details are more likely to be heard

Use repetition respectfully and to keep things on track Be aware of your nonverbal messages as clearly as you are

about your verbal messages Check for understanding



Workplace

Developing Confidence

Be well prepared Learn how to relax Be consistent

Action Plan


Technology

Communication strategies