effective communincation skills with derek hendrikz
DESCRIPTION
Effective Communication Skills by Derek Hendrikz covers tone of voice, body language, words, sender, message, receiver, feedback, noise, emotion, content, whole messages and active listening. www.derekhendrikz.comTRANSCRIPT
Copyright © 2014
Derek Hendrikz Consulting
www.derekhendrikz.com
www.derekhendrikz.com
ThreeReasons toCommunicate
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To change something relevance-based communication
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To maintain something process-based communication
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To establish or maintain a relationshipgrowth-based communication
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Body Language; 50%
Tone of Voice ; 40%
Words 10%
Construct of Communication
Body Language Tone of Voice Words www.derekhendrikz.com
The Communication Process:
SenderSender ReceiverReceiver
MessageMessage
FeedbackFeedback
NOISE
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Sender:
Initiates the communication process by encoding a message and selecting a channel
to transmit the message to the receiver. Encode is to put a message into words or
images.
Message:
Is the information that the sender wants to transmit.
Receiver:
Is the person who receives the message that was transmitted.
Feedback:
Here the communication process starts all over, when the receiver gives feedback
on the message that was given.www.derekhendrikz.com
barriers to effective communication
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Language (semantics, accent, jargon, etc.)
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Physical (hearing, external noise, etc.)
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Cultural (ethnicity, values, beliefs, etc.)
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Non-verbal (mannerisms, interest, etc.)
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• Influence others to believe!
• Have something to say (and believe in it)
• Figure out how to organize your words
• Figure out how to SAY the words
• Practice, practice , practice
• Deliver with WoW
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Communication is Key!!!
Why is Communication Important?
• It is the primary way of getting anything done
• It is the essence of team work
• Most of management problems arise because of lack of
effective communication
• Misunderstanding is the primary source of all conflict
• It is the number one skill for all successful people
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Whole Messages
• Effective communication entails whole messages.
• These messages are highly effective when dealing
with difficult issues.
• A whole message involves expressing how you
think and feel.
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Whole Message
Mechanics…
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Describe what happened:e.g. 'The other day when Mike came over you didn't stop and talk to him.'
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observation
Your beliefs, opinions or interpretation of what happened:e.g. 'I thought it looked rude - as though you don't like him.'
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thoughts
How you feel about the situation:e.g. 'I felt embarrassed and uncomfortable.'
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feelings
What you would like to happen in the situation:e.g. 'Next time he comes over, I'd like you to say 'hi' and to make an effort to talk to him.'
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wants
Active Listening
PHYSICAL• Posture• Gestures• Expressions• Eye Contact• Responses
VOCAL• Responses• Paraphrasing• Clarification
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Door Opener: Indicate the willingness to listen by saying “Would you like to talk about it?” or “Tell me what’s on your mind”
Listening: You remain quit so that the other person can talk.
Acknowledgement: Without interrupting, you encourage and let the other person know you are listening by saying “Mm-hmm”, “Really”, “OK”, etc. or by maintaining eye contact and nodding.
Paraphrasing: You could occasionally tell the other person in your own words your impression of what he/she just said.
More Active Listening…
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