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Developing Effective Communication Skills
Contents ,[object Object],[object Object],[object Object],[object Object],[object Object],If you find this presentation useful, please consider telling others about our site  (www.exploreHR.org)
www.exploreHR.org You can download this presentation at: Please visit  www.exploreHR.org   for more presentations on leadership, personal development, and HR management.
Effective  Communication Effective Communication Productive  Relationship
Our values The Success Sequence Our Beliefs (self esteem  and self image) Our thoughts Effective  Communication
Our values, beliefs, and thoughts The Success Sequence What we say and do Results Self-fulfilling prophecy
We communicate to…… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Verbal, vocal and visual Verbal : The message that we deliver Vocal :  The voice that we convey Visual :  Our body language  Communication
Studies tell 70 % of mistakes in the workplace are a direct result of poor communication…..
Causes of Communication Difficulties: ,[object Object],[object Object],[object Object],[object Object],[object Object]
Causes of Communication Difficulties: ,[object Object],[object Object],[object Object],[object Object]
Communication failures can cause….. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Communication failures can cause….. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Some Common Communication Filters
Everything we do is communication  The way we begin our message often determines the outcome of the communication The way message is delivered always effects the way message is received Basic Communication Principles
The real communication is the message received, not the message intended Communication is two way street – we have to give as well as gather Basic Communication Principles
Give good information  Gather good information  Mutual respect  Communication Trilogy
Six C of giving good information Give Good Information Clear Concise Courteous Complete Correct Concrete
Give Good Information ,[object Object],[object Object],[object Object],[object Object],[object Object],When giving information………
7 Positive Principles for  Cooperative Communication ,[object Object],[object Object],[object Object],[object Object]
7 Positive Principles for  Cooperative Communication ,[object Object],[object Object],[object Object],[object Object]
7 Positive Principles for  Cooperative Communication ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Assertive Communication ,[object Object],[object Object],[object Object],[object Object],[object Object],Verbally, assertive people :
Assertive Communication Verbally, assertive people : ,[object Object],[object Object],[object Object],[object Object]
Assertive Communication Non Verbally, assertive people : ,[object Object],[object Object],[object Object],[object Object]
Assertive Communication Non Verbally, assertive people : ,[object Object],[object Object]
Manage your body language ,[object Object],[object Object],[object Object],[object Object]
Manage your body language ,[object Object],[object Object],[object Object]
Gather Good Information with your EARs E  – explore by asking questions A  – affirm to show you’re listening R  – reflect your understanding S  – silence, listen some more
Exploring Questions Open Questions Open questions yield lots of information because they allow a person to explain what is most important or interesting and encourage elaboration. Probing Questions Probing questions are those that relate to the topic we want to explore further. They encourage the speaker to flesh out the details.
Closed vs. Open Questions When did that happen?   What led up to that? Was your trip successful?    What did you manage to    accomplish on your trip? Did you like the candidate?   In what ways do you think that    candidate meets our need? Did you have a good meeting?   What happened at the meeting?
Some Probing Questions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Active Listening Giving undivided attention to a speaker in a genuine effort to understand the speaker's point of view.  This involves giving them your full attention and the use of verbal encouragers such as “Yes”, “Aha” and “Mmm”.  It also includes non-verbal acknowledgements such as nodding, smiling and body language. Active Listening
Benefits of Active Listening ,[object Object],[object Object],[object Object]
5 Active Listening Skills ,[object Object],[object Object],[object Object]
5 Active Listening Skills ,[object Object],[object Object]
To listen more effectively….. Attend physically  – the right body language helps us to focus on the speaker and encourages the speaker to give us more information. Attend mentally  – follow the speaker’s flow of thought, listen to understand, not evaluate; listen first, then assess Check it verbally  – paraphrase, clarify, probe further, summarize your understanding
Bad Habits of Poor Listeners ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Good Habits of Effective Listeners ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
When receiving/listening feedback ,[object Object],[object Object],[object Object],[object Object],[object Object],Receiving feedback
When receiving/listening feedback Receiving feedback ,[object Object],[object Object],[object Object]
When receiving/listening criticism ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Recommended Further Readings: ,[object Object],[object Object]
End of Material

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Communication Skills

  • 2.
  • 3. www.exploreHR.org You can download this presentation at: Please visit www.exploreHR.org for more presentations on leadership, personal development, and HR management.
  • 4. Effective Communication Effective Communication Productive Relationship
  • 5. Our values The Success Sequence Our Beliefs (self esteem and self image) Our thoughts Effective Communication
  • 6. Our values, beliefs, and thoughts The Success Sequence What we say and do Results Self-fulfilling prophecy
  • 7.
  • 8. Verbal, vocal and visual Verbal : The message that we deliver Vocal : The voice that we convey Visual : Our body language Communication
  • 9. Studies tell 70 % of mistakes in the workplace are a direct result of poor communication…..
  • 10.
  • 11.
  • 12.
  • 13.
  • 14.
  • 15. Everything we do is communication The way we begin our message often determines the outcome of the communication The way message is delivered always effects the way message is received Basic Communication Principles
  • 16. The real communication is the message received, not the message intended Communication is two way street – we have to give as well as gather Basic Communication Principles
  • 17. Give good information Gather good information Mutual respect Communication Trilogy
  • 18. Six C of giving good information Give Good Information Clear Concise Courteous Complete Correct Concrete
  • 19.
  • 20.
  • 21.
  • 22.
  • 23.
  • 24.
  • 25.
  • 26.
  • 27.
  • 28.
  • 29. Gather Good Information with your EARs E – explore by asking questions A – affirm to show you’re listening R – reflect your understanding S – silence, listen some more
  • 30. Exploring Questions Open Questions Open questions yield lots of information because they allow a person to explain what is most important or interesting and encourage elaboration. Probing Questions Probing questions are those that relate to the topic we want to explore further. They encourage the speaker to flesh out the details.
  • 31. Closed vs. Open Questions When did that happen? What led up to that? Was your trip successful? What did you manage to accomplish on your trip? Did you like the candidate? In what ways do you think that candidate meets our need? Did you have a good meeting? What happened at the meeting?
  • 32.
  • 33. Active Listening Giving undivided attention to a speaker in a genuine effort to understand the speaker's point of view. This involves giving them your full attention and the use of verbal encouragers such as “Yes”, “Aha” and “Mmm”. It also includes non-verbal acknowledgements such as nodding, smiling and body language. Active Listening
  • 34.
  • 35.
  • 36.
  • 37. To listen more effectively….. Attend physically – the right body language helps us to focus on the speaker and encourages the speaker to give us more information. Attend mentally – follow the speaker’s flow of thought, listen to understand, not evaluate; listen first, then assess Check it verbally – paraphrase, clarify, probe further, summarize your understanding
  • 38.
  • 39.
  • 40.
  • 41.
  • 42.
  • 43.