communications skills discussion session #12. definition of communication skills understand and...

Communications Skills

Discussion Session #12

Definition of Communication Skills

• Understand and adapt to your audience — helping others learn

• Express intention clearly and concisely in written communications

• Build collaboration and clearly articulate intention in verbal communications

• Formal presentation skills

• Listen for understanding

• Manage flow of communication/information 

Modalities – how you take in communication

• Visual (pictures) – 80% of us are visually-oriented

• Auditory (sounds/text) – 15% of us are more auditorially-oriented

• Spatial – 5% of us

In a given verbal conversation between two people….

…..there are at least six people involved in the conversation

Ten Tools for Effectively Communicating

with a Listener

1. Before you speak, draw out the other listener’s ideas.

2. Honor the listener

Thank them for allowing you to speak!

3. Be courteous.

Recognize that every person’s

time is valuable!

4. Choose an appropriate forum and form of speaking.

Decide what you want to communicate and choose the form of communication that does what you want!

5. Speak respectfully, responsively, empathically.

Speak the way to others that you would like to be spoken to.

6. Put the listener at ease.

Allow the listener to TRUST

what you have to say!

7. Anticipate objections and address them before they are raised.

8. Acknowledge differences and restate issues positively.

9. Focus on developing solutions

10.Compliment the other person for listening.

Give positive reinforcement!

Listen for Understanding 

LEVEL 1• What’s in it for me? Rebuttal, self-

interest, filtering.

LEVEL 2• Where is the person coming from? What

are they truly trying to say? Connect, silence self-talk.

LEVEL 3• What is not being said that is important?

Listen through the words.

Reflective Listening – The Fundamental Relationship Skill

• Provide eye contact

• Maintain an interested and open body posture

• Encourage the speaker with verbal and nonverbal support

• Use “door opening” questions to build trust

• Ask genuine questions

• Reflect back what they’ve said with empathy

1. Let go of your own ideas, roles and agendas, and try to understand what the other person is saying.

2. Search for the speaker’s meaning, especially if they disagree with you.

3. Respond respectfully, acknowledging and addressing the other person’s concerns first.

Three Steps for Influencing and Persuading

Steps for Creating Value in Communication

• Use Simple Courtesy

• Build Trust

• Build Integrity and Respect

• Honesty

• Follow Up

• “Communication skills are the lifeblood of a successful life...if you plan on spending any time there...”

• “Communication is really all anyone ever gets paid for ultimately...and if you cannot effectively communicate...you will PAY...not get paid...” 

-- Doug Firebaugh; Chairman/CEO of PassionFire International

Evaluation Questions

Use:A. Strongly agreeB. AgreeC. DisagreeD. Strongly disagreeE. Don’t know

1. I found the presentation of material easy to understand.

2. This Advantage session increased my knowledge on the subject presented.

3. I will be able to use some of the information from this Advantage session in the future.

4. The presenter was well prepared for this Advantage session.

5. This presentation should be repeated in future semesters.