Improving communication skills

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Think >Think >Think >Think > listen >listen >listen >listen > talktalktalktalk

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Communication Goals

To change behavior

To get action

To ensure understandingTo persuade

To get and giveInformation

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Why is communication important ?

Why is communication important ?• Inspires confidence• Builds respect• Helps make friends• Reveals your ability to others• Develops a distinct personality

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We need toWe need toimprove communication... asimprove communication... as

70 % of our communication efforts are:70 % of our communication efforts are:misunderstood misunderstood misinterpreted misinterpreted rejected rejected distorted or distorted or not heardnot heard

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PEOPLEPEOPLE ARE ARE INFLUENCED,INFLUENCED,

PROBLEMSPROBLEMS ARE ARE SOLVED,SOLVED,

CHANGESCHANGES ARE ARE FACILITATED,FACILITATED,

EXCELLENT RELATIONSHIPSEXCELLENT RELATIONSHIPS ARE ARE DEVELOPED,DEVELOPED,

DESIRED RESULTSDESIRED RESULTS ARE ARE ACHIEVED,ACHIEVED, ANDAND

SUCCESSSUCCESS IS IS ENSURED.ENSURED.

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PLAYS PLAYS A VITAL ROLEA VITAL ROLEIN DISCOVERING IN DISCOVERING OURSELVES & OURSELVES & THE WORLD THE WORLD AROUND USAROUND US

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THE QUALITY OF YOUR LIFETHE QUALITY OF YOUR LIFETHE QUALITY OF YOUR LIFETHE QUALITY OF YOUR LIFE

IS THE QUALITY OF YOUR COMMUNICATION ~IS THE QUALITY OF YOUR COMMUNICATION ~IS THE QUALITY OF YOUR COMMUNICATION ~IS THE QUALITY OF YOUR COMMUNICATION ~

BOTH WITH YOURSELF & OTHERSBOTH WITH YOURSELF & OTHERSBOTH WITH YOURSELF & OTHERSBOTH WITH YOURSELF & OTHERS

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EFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATIONIS NOT JUST GETTING THE MESSAGE ACROSSIS NOT JUST GETTING THE MESSAGE ACROSS

BUT ITS BUT ITS ACCEPTANCEACCEPTANCEFROM ITS INTENDED RECEIVERSFROM ITS INTENDED RECEIVERSWHICH WHICH CAUSES THE EXPECTED BEHAVIOURCAUSES THE EXPECTED BEHAVIOURFROM THE RECEIVERS OF THE MESSAGEFROM THE RECEIVERS OF THE MESSAGE

ONLY THEN, THE RECEIVERSONLY THEN, THE RECEIVERSWILL BE WILLING TO WILL BE WILLING TO

CONVERT THE COMMUNICATION CONVERT THE COMMUNICATION INTO ACTIONINTO ACTION

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LISTEN TO,LISTEN TO,

OBSERVE &OBSERVE &INTERPRETINTERPRET

ALL FORMS OF LANGUAGEALL FORMS OF LANGUAGEIS ESSENTIAL FORIS ESSENTIAL FOR

EFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATION

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Love is so caring…COMMUNICATION

INCLUDES

BODY LANGUAGE,

TONALITY OF VOICE &

THE WORDS YOU USE.

55% +38% +

7% =

COMMUNICATIONCOMMUNICATION

INCLUDESINCLUDES

BODY LANGUAGE,BODY LANGUAGE,

TONALITY OF VOICE &TONALITY OF VOICE &

THE WORDS YOU USE.THE WORDS YOU USE.

55%55% ++

38%38% ++

7%7% ==

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• Interrupting to complete others ’ sentences

• Preparing our response before someone has completed speaking

• Multitaskingwhile ‘listening ’

• Filteringcontent or meaningbased on our opinion / prejudiceabout the speaker

1. MAKE SURE THAT 1. MAKE SURE THAT BODY LANGUAGE,BODY LANGUAGE,YOUR WORDS &YOUR WORDS &TONALITY TONALITY

ARE CONGRUENT ARE CONGRUENT ––[ ALIGNED AND SENDING THE SAME MESSAGE ][ ALIGNED AND SENDING THE SAME MESSAGE ]

2. MAINTAINING EYE CONTACT 2. MAINTAINING EYE CONTACT ––[ EXPRESSION OF YOUR INTEREST ][ EXPRESSION OF YOUR INTEREST ]

3. IMPROVE YOUR VOICE CULTURE 3. IMPROVE YOUR VOICE CULTURE ––[ MAKE IT INTERESTING ][ MAKE IT INTERESTING ]

4. BE POSITIVE, PRECISE AND CLEAR 4. BE POSITIVE, PRECISE AND CLEAR ––[ ~ [ ~ ““DonDon’’t forget to complete the work by tomorrow.t forget to complete the work by tomorrow.”” ]][ ~ [ ~ ““Please remember to complete the work by tomorrow.Please remember to complete the work by tomorrow.”” ]]

5. GOOD LISTENING5. GOOD LISTENINGSUPPLIESSUPPLIESTHE BUILDING BLOCKS OFTHE BUILDING BLOCKS OFGOOD UNDERSTANDING ANDGOOD UNDERSTANDING ANDGOOD COMMUNICATION SKILLSGOOD COMMUNICATION SKILLS

~ Listening is an active process involving :~ Listening is an active process involving :Ears Ears –– for verbal communicationfor verbal communicationEyes Eyes –– for nonfor non--verbal communicationverbal communicationBody Body –– for gesturesfor gestures

66.. WELLWELL --TIMED PAUSESTIMED PAUSESGIVE TIME FOR GIVE TIME FOR EXPLANATION,EXPLANATION,EVALUATION &EVALUATION &DEVELOPMENT OF THOUGHT DEVELOPMENT OF THOUGHT

~ Facial expressions reveal the difference between ~ Facial expressions reveal the difference between a pregnant pause and an embarrassed silence a pregnant pause and an embarrassed silence

7. SUMMARISING 7. SUMMARISING IS AN ESSENTIAL SKILLIS AN ESSENTIAL SKILLWHICH TAKES STOCK OFWHICH TAKES STOCK OFTHE MAIN POINTS COVEREDTHE MAIN POINTS COVERED

8. EMPATHIZE8. EMPATHIZEWITH THE RECEIVER OF THE MESSAGEWITH THE RECEIVER OF THE MESSAGE~ put yourself in the other person~ put yourself in the other person’’s position, s position,

understand the other personunderstand the other person’’s perspectives perspectiveand then proceed to interactand then proceed to interact

99.. COMMUNICATIONCOMMUNICATIONMUST APPEAL TOMUST APPEAL TOBOTH MIND AND HEART BOTH MIND AND HEART

~ appealing to mind requires facts, evidence and logic~ appealing to mind requires facts, evidence and logic~ appealing to the heart, more difficult, ~ appealing to the heart, more difficult,

requires requires ‘‘touching the soultouching the soul’’ --based on mutually respected valuesbased on mutually respected values

10. KEEP THE COMMUNICATION SIMPLE10. KEEP THE COMMUNICATION SIMPLE~ say it in simple sentences, with no twists and turns~ say it in simple sentences, with no twists and turns

‘‘communicate to express but not to impresscommunicate to express but not to impress’’

11. TELL IT AND TELL IT AGAIN,11. TELL IT AND TELL IT AGAIN,IF NECESSARYIF NECESSARY~ tell the point once ~ tell the point once ––

then come back andthen come back andhit it again, and again.hit it again, and again.

12. COMMUNICATE WITH CONFIDENCE 12. COMMUNICATE WITH CONFIDENCE ~ communication exposes~ communication exposes

your inner thoughts, feelings and sentiments. your inner thoughts, feelings and sentiments. Your confidence, or the lack of it,Your confidence, or the lack of it,

is getting transparently revealed.is getting transparently revealed.

13. PRACTICE THE ART OF COMMUNICATING13. PRACTICE THE ART OF COMMUNICATINGON PAPERON PAPER~ thinking on paper & saying on paper~ thinking on paper & saying on paper

14. COMMUNICATION IS IRREVERSIBLE 14. COMMUNICATION IS IRREVERSIBLE ~ communication cannot be reversed~ communication cannot be reversed

[ reversible processes [ reversible processes –– water and icewater and iceirreversible processes irreversible processes –– milk and coffee ]milk and coffee ]

Only minimizing the hurt feelings is possible,Only minimizing the hurt feelings is possible,but the damage has already been done.but the damage has already been done.[ ~ forgive but not forget ][ ~ forgive but not forget ]

Be highly careful, thoughtful and purposefulBe highly careful, thoughtful and purposeful

15. COMMUNICATION 15. COMMUNICATION IS MOREIS MOREA PEOPLE PROCESS THAN A PEOPLE PROCESS THAN A LANGUAGE PROCESS A LANGUAGE PROCESS

~ communication is a series of actions and reactions~ communication is a series of actions and reactionscommunication influences our own and that of otherscommunication influences our own and that of others’’

behaviour behaviour communication reflects the true personality of an communication reflects the true personality of an

individualindividual

16.16. COMMUNICATION COMMUNICATION CAN ALWAYS BE IMPROVEDCAN ALWAYS BE IMPROVED

~ practice, more practice and much more practice~ practice, more practice and much more practice

17. COMMUNICATION AND FEEDBACK17. COMMUNICATION AND FEEDBACK~ feedback ensures that message has been received~ feedback ensures that message has been received

in the manner, that was originally intendedin the manner, that was originally intended

18. COMMUNICATION AND CLARITY18. COMMUNICATION AND CLARITY

19. COMMUNICATION AND COMMITMENT19. COMMUNICATION AND COMMITMENT

20. COMMUNICATION AND CHARACTER20. COMMUNICATION AND CHARACTER

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17 February 201240October 31, 2002

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