Communication skills

”seek first to understand than to be understood” Stephen Covey

Let’s start with the movie

Why communication

• Effective communication skills are critical element in your career and personal life

• Marketing• We all must use a variety of

communication techniques to understand and be understood

Why communication

• Half of what is said is heard• Half of what is heard is listened to• Half of what is listened to is

understood• Half of what is understood is

believed• Half of what is believed is

rememberedSo it ends up remembering 1/32 of

what is said

All communication methods are important in training but our emphasis will be upon the spoken word... since

70 % or all our communication efforts are:misunderstood, misinterpreted, rejected, disliked, distorted, or not heard (in the same language, same culture)!

Communication methods

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

writing reading speaking listening

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

writing reading speaking listening

Amount taught

Communication levels

Types Of Communication

Communication

Intra-personal Inter-personal

Intra personal

• You and yourself• If u cannot communicate with your

self how can u communicate with others

• Talk with your self as anyone else• Personal bank account

Interpersonal communication

• It is the process of sending and receiving information among people

receiverreceiver

feedbackfeedback

Sender Sender

medium

What’s that??I know you believe you understandwhat you think I saidBUTI am not sure you realise that whatyou heard is not what I meant

Emotional bank account

• Depositing and withdrawal• Green vs. red line

Let’s play a PLAY

Listening

Seek first to understand

Listening

• We filter every thing through our paradigm

• Listening types1. Ignoring2. Pretending3. Selective4. Attentive 5. empathetic

Empathic listening

• I don't care how much you know

until I know how much you care

• It takes time

• Listen with your heart

Signs of Poor Listening

• Condemning the subject as uninteresting without hearing (Prejudging)

• Criticizing the speaker's delivery or aids• Getting Personal (Criticizing the speaker himself)• Interrupting!!• Selective listening

Signs of Poor Listening (contd.)

• Evading the difficult or technical (giving up to listen when you don’t understand)

• Submitting to emotional words• Sleeping (e.g. in Parliament)

Strategies to Improve your Listening Skills

• Prepare to listen.• Limit your own talking.• Concentrate.• Clarify and confirm your

understanding.• Rephrase in your own words.• Avoid jumping to conclusion.• Listen to verbal, watch non-verbal.• Listen for emotions and feelings.

Play this game

Verbal Communication

Effective use of words• Using effective words

• Tailoring words

• Speech rate

• Loudness

• Asking questions

Speaking behaviors

Importance of body language

Importance of words

Importance of voice tone

Non - verbal communication

Non-verbal communication‘Body Language’ Face (95%) Arms (90%) Body Angle (80%) Hands (70%) Legs (50%)

Non-Verbal Communication‘Space and physical contact’

• Distance during interaction

• Touching

Non-verbal communication

-Appearance• Dress like the customer

-Visuals ( The mysterious person)

-Manners

The mysterious person

Game

Barriers to communication

• Judging• Sending solutions• Finishing other sentences• Preparing our response

before someone has finished speaking

• avoiding

finally

Communication is a two way process in order to have good communication

-listen to understand-understand before speaking-Speak to be understood-seek understanding before

proceeding-repeat

20%

80%

PersonalityPersonality

CharacterCharacter

What you say and doWhat people can see

What you really areYour inside

Final word