basic communication skills
DESCRIPTION
Basic Communication Skill for employeesTRANSCRIPT
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Communication I
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What is Communication?
It is an interactional process
in which meaning is
stimulated to the sending
and receiving of verbal and
non-verbal messages to
bring about mutual
understanding, feedback
and reaction
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Communication Competencies
Listening and Organizing
Giving Clear Information
Getting Unbiased Information
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Communicationcould be…
VERBAL
One Way Two Way
NON-VERBAL
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Of the total impact of a
message
7% is Verbal
38% is Vocal
55% is Body Language
-Dr. Albert Mehrabian
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The Communication Process
Feedback
Sender
Encoding
Transmission
Decoding
Receiving
Understanding
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Functions of CommunicationInformationDelegationMotivationExpressionControlCounsellingSelling
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Listening and Organizing
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Definition
Listening is a process of absorbing words and selecting meanings.
- Bernice Hurst
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Definition
Listening refers to your ability to understand, organize and analyze what you are hearing so as to decide what to think and do in response to a message
-Training House Inc
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Definition
Organizing involves breaking down and analyzing and rebuilding the complex message for retention
-Training House Inc
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Types of Listening
Active-Active listening involves interacting with the speaker, asking questions, summarizing, restating, clarifying, giving, confirming feedback and so on
Passive-Involves no interaction with the speaker e.g. with a radio or TV presentation, in a meeting where we are silent
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Types of Active Listening
Empathizing - drawing out the speaker, getting information in a supportive way
Analyzing - seeking concrete information & trying to disentangle fact from emotion
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Fact Vs. Opinion
Fact - verifiable by checking hard data that exists independent of the speaker
Opinion - soft data that cannot be verified independent of the speaker
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Listening for Understanding
A message comprises the following components
– Vocal – Actual words being said
– Non-Vocal – tone, speed, volume, hesitancy and the body behaviour of the demonstrated sender
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Loaded & Neutral Statements
Loaded Statements – Using biasing words in an attempt to influence the listener emotionally
Neutral Statement – A statement free of emotional bias
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Barriers to Effective Listening
When what you see or hear only
fulfills your own expectations, when
you have an inflexible mindset
When you are unconsciously
influenced by stereotypical views
We are also influenced by others and
often adopt their opinions without
thinking
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Overcoming Barriers to Effective Listening
Keep an open mind about what people say
Checking to make sure you understand the message
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Overcoming Barriers to Effective Listening Cont’d
Develop an attitude of wanting to listen
Focus your attention on understanding the other person’s meaning not on formulating your response
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Overcoming Barriers to Effective Listening Cont’dShow the speaker that you are listening e.g. through body language
Maintain eye contact-to show interest and observe speaker
Lean forward slightly to communicate concern and to better comprehend the message
Nod your head to indicate understanding Smile when your speaker uses humour
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Overcoming Barriers to Effective Listening Cont’d
Allow for pause – don’t feel you have to fill the space with your words while the other person needs time to collect his or her thoughts
Use open-ended questions to open up communication
Use paraphrasing to ensure understanding
Summarize conversation to ensure understanding and provide closure
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The Art of Asking Questions
We ask questions to obtain information
Even before we word a question, we anticipate a certain kind of answer and this expectation influences the way we phrase the question
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Questioning Techniques
Open questions - opens up a discussion
Closed questions - is specific, must be answered with a yes or no or with desired details
Fact finding - aimed at getting information on a particular subject
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Questioning Techniques Cont’d
Follow up - intended to get more information or elicit an opinion
Feedback - aimed at getting a particular type of information
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The Art of Asking Questions
SituationsWhen speaker uses unfamiliar
phrase(s) -ask speaker to clarify or elaborate
Sample Questions“Can you elaborate what you
mean by ‘modularized pre-stressed struts’?”
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The Art of Asking Questions Cont’d
SituationsWhen a speaker gets into a sensitive
area and has stopped talking – Use encouraging statements without bias
Sample Questions“You say that things had started to
deteriorate with your marriage right around that time?”
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The Art of Asking Questions Cont’d
SituationsWhen a speaker is digressing and not
telling you what you want to hear – draw speaker back to issue at hand
Sample Questions“Perhaps I’m mistaken, but weren’t you
going to tell me about next week’s report schedule and the problems you anticipate?”
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The Art of Asking Questions Cont’d
SituationsSpeaker has been going round in
circles, saying same thing over and over. You want to move on – Summarize and probe for any additional information
Sample Questions“Let me see if I can summarize. You
said…is there anything else affecting your decision?”
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The Art of Asking Questions Cont’d
SituationsSpeaker has not explicitly stated what
you think is behind the words. – Employ the ‘risk technique’ and state what you think is on his/her mind
Sample QuestionsIs this the situation: You feel if you
accept the job of supervisor, your fellow workers will no longer accept you as one of the gang?”
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The Art of Asking Questions Cont’d
SituationsThe speaker has just said something
that doesn’t seem to agree with a statement made earlier. – Clarify
Sample Questions“But didn’t you say some minutes ago
that…And now I hear you are saying…aren’t these two statements in conflict?”
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Listening Manners
Create an atmosphere where you can listen (close out all external distractions)
Tune out internal distractions
Monitor your body language
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Tuning-In Techniques
S
0
F
T
E
N
Smile
Open Posture
Lean Forward
Tone
Eye Contact
Nod
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Listening: A Ten Part Skill
Find areas of common interest
Judge content, not delivery
Withhold evaluation
Focus on central ideas
Stick to the issues
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Listening: A Ten Part Skill
Show attention
Overcome distractions
Know your own biases
Take inventory
Listen critically
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Questions?
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Thank You!