Professional Documents
Culture Documents
Communication Skill PDF
Communication Skill PDF
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Agenda
Understanding communication
Communication Barriers
Para-verbal Communication Skills
Non-verbal Communication
STAR speaking
Listening Skills
Questioning Techniques
Providing Feedback
Networking Skills
Non-violent Communication Introduction
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Pre-Assignment
Team discussion
1. What is communication?
2. Sharing 3 examples you missed opportunities
because of lack of communication?
3. How do we communicate effectively?
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Part 1
Understanding Communication
What is Communication?
How Do We Communicate?
Communication Factors
One-Way versus Two-Way Communication
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What is Communication?
Communication:
– The imparting or interchange of
thoughts, opinions, or information by
speech, writing, or signs. Random House
Dictionary
The effectiveness of communication
– Ability to solve problems
– Productivity
– Level of stress
– Relationships with others
– Ability to meet your goals and achieve your
dreams
– Level of satisfaction with your life
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How Do We Communicate? (1)
Noise
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How Do We Communicate? (2)
• Verbal
• Para-verbal
– Non-verbal
– Written
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Communication Factors
Method
Mass
Audience
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One-Way versus Two-Way
Communication
Advantag
e
Versus
Disadvanta
ge?
The Sender wants one-way communication, but the Receiver
always wants two-way communication!
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Part 2
Communication Barriers
Common Barriers
The Barriers From Sender
The Barriers From Receiver
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Common Barriers (1)
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Common Barriers (2)
Language barriers
– Speak different languages.
– Not the first language for one or more people
involved in the communication.
– Speak the same language, but are from
different regions.
Culture barriers
– Different cultures
– Different classes
– Different lifestyles
Differences in time and place
– These barriers often occur when people are
in different time zones, or different places.
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The Barriers From Sender
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The Barriers From Receiver
Not paying attention.
Depending on the receiver’s thoughts.
Being suppressed by emotion.
Tending to listen to what one wants to see or
hear.
Listening inactively
– Not observing one’s body language
Communicating in the uncomfortable manner.
Tending to resist any message in contrast with
self belief or assumption
Jumping to conclusion.
Not asking question to make clear when not
understanding any point.
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Part 3
Para-verbal Communication
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The Power of Pitch
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The Truth About Tone
Tips:
– Trying lowering the pitch of your voice a bit
– Smile! This will warm up anyone’s voice
– Sitting up straight and listen
– Monitoring your inner monologue
– Negative thinking will seep into the tone of
your voice
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The Strength of Speed
Speed can affect :
– Your listener’s level interest
– The comprehensibility of your
message
– Your tone and pitch
Tips:
– Trying speak slowly and clearly.
– Smile! This will help you keep calm.
– Monitoring your speaking speed.
– Nervousness will impact to you
strength of speed.
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Part 4
Non-Verbal Communication
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Using Body Language Effectively
Body
Language, 54%
Voice, 39%
Source: www.voiceworks.co.za/
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Expressing Messages by
Body Language
Eyes
Face Gesture
Body Touch
Posture Space
Hair
Clothing
Cosmetics
Accessories and jewelry
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Body Language
Standing - Sitting
Sitting hunched over typically
– Stress
– Discomfort
Leaning back when standing or
sitting
– Casual
– Relaxed demeanor
Standing ramrod straight typically
– Stiffness
– Anxiety
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Body Language
Hands, Arms, Feet, Legs
Fidgeting
– Boredom
– Nervousness
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Body Language
Facial Expressions
Smiles
Frowns
Raised eyebrow
– Inquisitiveness
– Curiosity
– Disbelief
Chewing lips
– Thinking
– Boredom
– Anxiety or nervousness
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Part 5
STAR Speaking
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STAR
Situation – Task – Action - Result
• Stating what the situation is.
Situati • Where? Who? When?
on
• Stating what your task was.
• What?
Task • Why?
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Part 6
Listening Skills
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The Power of Listening
Communication
Writing, 9%
Reading, 16% Listening, 45%
Speaking, 30%
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Gripes About Managers
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Categories of Listeners
The non-listener
The marginal listener
Evaluative listener
The active listener
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Barriers to Effective Listening
Motivation and Attitude.
Lack of concentration and attention.
Negative attitude toward listening.
Experience and Background.
Poor listening setting.
Emotions.
Daydreaming and Fantasizing.
Delivery.
Lack of listening skills.
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Active Listening
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Active Listening Tips (1)
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Active Listening Tips (2)
11. Try to appreciate the emotion behind the speaker’s words (vocal
and visual messages) more than the literal meaning of the words.
12. Use feedback.
13. Listen selectively.
14. Relax.
15. Try not to be critical, either mentally or verbally, of someone else’s
point of view, even if it is different from your own.
16. Listen attentively.
17. To the degree that it is in your power, try to create a positive
listening environment.
18. Ask questions.
19. Be motivated to listen.
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Active Listening and
Interactive Management
Listening isn’t take a secondary position to
speaking, but as important as other
communication skills.
– When no listens, it is pointless to speak.
Members feel relieved when they find managers
who understand what they have to say about
their problems.
– Truly understand your members by actively
listening to them, they will most likely
reciprocate by listening to you and trying to
understand your point of view.
If you are really willing to learn how to listen, it will take a lot of hard work
to learn the skills, and constant practice to keep them in shape!
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Part 7
Questioning Techniques
One of the most critical and valuable
tools in the manager’s communication
skills is her/his art of questioning.
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Open Questions
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Closed Questions
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Probing Questions
Clarification
Determining Relevance
Drilling Down
Summarizing
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Funnel Technique
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Part 8
Providing Feedback
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Using Feedback Effectively
Types of feedback
– Verbal or written feedback
– Fact feedback
– Feeling feedback
Using feedback effectively
– Giving and getting definitions
– Don’t assume
– Asking questions
– Speaking the same language
– Keeping tuned it
– Withholding feedback
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Feedback: Place and Time
Place
– Somewhere quiet, like an office or meeting
room
Time
– The feedback needs to come as soon as
possible after the event.
– If a person has done something that violates a
given rule, you may have to act immediately.
• Making sure you can control your own
emotions so you will avoid saying something
that you might later regret.
• Applying non-violent communication.
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Feedback Approaches
Informal feedback
– Recognizing something that has been
learned and properly applied to the
workplace, or offering a small reward for
overall performance.
Formal feedback
– Being often used with certain benchmarks
and at certain times of the year.
360-degree performance
– A tool solicits feedback from people within a
360-degree radius of the team member
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The Feedback Sandwich
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Part 9
Networking Skills
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Making a First Impression
Well prepared
– Dress code
– Name card
– Route to the meeting location
– The discussion topic and the
people will meet.
Effective introduction
3C Projecting
– Confidence – Competence - Credibility
When you’re networking,
it’s important to make the best of the first meeting.
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Effective Introduction
Projecting warmth and confidence.
• Mind your body language
• Warm handshake
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Projecting Confidence
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Projecting Competence
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Projecting Credibility
Being on time.
Being presentable.
– Groomed and dress codes.
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Making a Handshake
Beginning with a greeting and self-introduction
Handshaking
– Pump your hand only 2-3 times.
– Shake from your elbow.
– Do not use a forceful grip.
– Avoid offering a “fish hand” or “lady fingers”.
– One hand is better than two.
Ending a handshake
– Should end before the oral introduction exchange
does.
Covering your mistakes
– If you are worried that your handshake did not
convey the right message about yourself, simply
change the focus of the moment by offering a
quick compliment or asking the other person a
question.
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Using Business Cards
Tips:
1. Always keeping your business cards
within you.
2. Being active: Timing the presentation of
your card.
3. Handing a card when
• At the beginning of the meeting
• At the networking time
• You’re asked
• You’re asked to repeat your name
• Someone asks to send you something
• At the end of the meeting
4. Explaining what you can offer them.
5. Showing the other person that you
value their card.
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Organizing Your Contact List
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4-Stage
Effective Short Conversation
1. Small Talk • Talking about generic topics, subjects that almost
Exchange-of- everyone is comfortable discussing.
pleasantries stage • Establishing rapport.
3. Viewpoints and
• Offering what you think about various topics like
Opinions politics, education, the new business model.
“Buffering effect” stage
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Minimizing Nervousness
Tips:
1. Be informed.
2. Read ! Read! Read!
3. Practice! Practice! Practice!
4. Learning relaxation techniques. There are many activities that can help
relax a nervous person. These activities include:
a) Meditation
b) Self-talk
c) Visualization
d) Breathing exercises
e) Listening to music
5. Identifying your triggers
6. Believing in what you have to offer!
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Part 10
Non-Violent Communication
Marshall Rosenberg
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Non-violent Communication
Process
Four steps:
1. Actions we observe that affect our well-being
2. How we feel in relation to what we observe
3. The needs, values and desires that create our feelings
4. Actions we request in order to enrich our lives
Nguyen, when I see two balls of soiled socks under the table and another
three next to the TV, I feel irritated because I am needing more order in the
rooms that we share in common. Would you be willing to put your socks in
your room or in the washing machine?
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Four Steps To Express Anger
Four options when hearing
a difficult message:
1.
Blame ourselves
2. Blame others
3. Sense our own feelings and needs
4. Sense others’ feelings and needs
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Translating
‘Have to’ to ‘Choose to’
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Thank You!
Review
Question & Answer
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