Improving Communication Alan Gillies-L2LGroup Copyright © 2009, L2LGroup, All rights reserved.
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Improving CommunicationAlan Gillies-L2LGroup
Copyright © 2009, L2LGroup, All rights reserved.
Effective Communication is crucial to all our roles
Improving communication will make you more
Effective and Efficient
Communicating effectively is a Challenge
Your message has to be Understood
3 Steps to Communicate Effectively
Step 1
Listen don’t Hear
Communication is
Two Way
Active Listening is necessary for two way communication
Barriers to Listening
Understand what is being said
Seek Clarity
Don’t Assume
Replay what you heard
Don’t focus on your Response
Once you understand a Response will Follow
Active listening demands 100% attention
Active Listening will send the Right Signals
Step2
Build Rapport
Be in
Sync
Pacing
Tonality
Understand their Map of the World
Be aware of
Verbal and
Non verbal Communication
Space
Gestures
Instinct
Body Language is crucial
Effectiveness
93% Non Verbal Cues
Source: Study UCLA California
Impact
7% Words
Source: Study UCLA California
Impact
38% Voice Quality
Source: Study UCLA California
Impact
55% Non Verbal
Source: Study UCLA California
Listen with your eyes
Eye Contact
Step 3
Choose Words Carefully
Send your message
Remember their MAP
Use their Language
Say only what you Need to say
Use Scenarios
and Stories
Metaphors and Analogies are very powerful
Connect Emotionally and Rationally
Use Props or Visuals if appropriate
Respond Straightforwardly
to questions
Check Understanding
Avoid Technical Language
Avoid Ambiguity
Do You Have Any Questions?
Contact : Alan Gillies
Tel : 0844 873 3170Mobile : 07787 506697Email : [email protected]: www.L2LGroup.com
Copyright © 2009, L2LGroup, All rights reserved
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