WhatYouHeardIsNotWhatISaid-Slides-2007-ENG

“What you heard is NOT what I said!” : 

“What you heard is NOT what I said!” The Keys to Effective Communication By JCI Sen. Reginald T. Yu, ITF 101

Objectives : 

Objectives To learn what comprise effective communication and its various components. To become aware of your own communication style and its strengths and weaknesses. To learn and practice key skills that will make your communication more effective. To understand behavior patterns that are barriers to effective communication To become motivated to use the tools and techniques immediately for improving your communication.

Effective Communication: What is It? : 

Effective Communication: What is It?

Effective Communication: What is It? : 

Effective Communication: What is It? Communication is what we do to give and get understanding. It is an exchange of words and meanings, a two-way process of sending and receiving messages. Effective communication occurs when there is shared meaning. The message that is sent is the same message that is received. There must be a mutual understanding between the sender and the receiver for the transmission of ideas or information to be successful.

Effective Communication: What is It? : 

Effective Communication: What is It? Effective communication may be defined as: Using language that is appropriate to others' levels of understanding. Making sure others receive the information or knowledge intended. Developing relationships with others. Talking with others in a way that facilitates openness, honesty and cooperation. Providing feedback.

The Communication Process : 

The Communication Process

Slide 7: 

SENDER RECEIVER MESSAGE FEEDBACK The Communication Process

The Communication Process : 

Sender (source of communication) Transmission Medium (with noise and distortion) Receiver (reconstruct the sender’s messages) Claude Shannon (1916-2001) Mathematical Theory of Communication Model The Communication Process

Communication Styles : 

Communication Styles

Slide 10: 

To ensure we communicate effectively each time we speak, we must understand our own communication style and preferences. Communication Styles

Slide 11: 

Communication Styles Assertive Expressive

Slide 12: 

Spirited Considerate Systematic Direct Communication Styles Assertive Expressive The Four Areas of Communication

Slide 13: 

Spirited Communication Styles High Assertiveness, High Expressiveness Low Assertiveness, High Expressiveness Low Assertiveness, Low Expressiveness High Assertiveness, Low Expressiveness Considerate Systematic Direct The Four Areas of Communication

Communication Styles : 

Communication Styles

Communication Styles : 

What is YOUR communication style? Let’s Find Out… Communication Styles

Communication Styles : 

I – Spirited II – Considerate III – Systematic IV – Direct Communication Styles

Communication Styles : 

Spirited Gets excited easily Tends to ask “Who?” Dislikes boring explanations Reacts by “selling” ideas or becoming argumentative Likes to be applauded and recognized Likes to save on effort and rely heavily on hunches, intuition Should inspire him to bigger and better accomplishments Communication Styles

Communication Styles : 

Considerate Likes positive attention and to be regarded warmly Tends to ask “Why?” Dislikes rejection, uncaring and unfeeling attitudes Reacts by becoming silent Likes friends and close relationships Likes relationships; friendship means a lot to him. Should care and provide detail, give specific objectives Communication Styles

Communication Styles : 

Systematic Seeks a lot of data and asks many questions Tends to ask “How?” Dislikes making an error and being unprepared Reacts by seeking more info Likes to be measured by activity and busyness Likes to save face; he hates to make an error or be wrong Should structure a framework for him to follow Communication Styles

Communication Styles : 

Direct Likes to have his own way; decisive and have viewpoints Tends to ask “What?” Dislikes someone wasting their time trying to decide for him Reacts by taking more control Likes to be measured by results and is goal-oriented Likes to save time; likes to be efficient, get things done now Should allow freedom to do things his own way Communication Styles

Communication Styles : 

Communication Styles Style Strengths

Communication Styles : 

Communication Styles Style Weaknesses

Communication Styles : 

Communication Styles How Do You Interact?

Key Communication Skills : 

Key Communication Skills

Key Communication Skills : 

Clarity Expression Pace Listening Key Communication Skills

Key Communication Skills : 

Clarity When you don’t bother to pronounce each syllable of each word properly, you sound uneducated. Worse, your listener has a hard time hearing you. Key Communication Skills

Key Communication Skills : 

Clarity Key Communication Skills Going Walking Jogging Thinking Striking Selling Dropping “g”s is one of the most common examples of poor enunciation.

Key Communication Skills : 

Clarity Exercise 1: Hear Yourself Key Communication Skills I’m going to have to rethink that bid. Waiting to hear back from the bank is very nerve-wracking and stressful. Before starting my business, I looked at a lot of different business opportunities. There’s more to learning than just reading, writing and arithmetic.

Key Communication Skills : 

Clarity Exercise 2: Tongue Twist Key Communication Skills Keeping customers content creates kingly profits. Success seeds success. Seventeen sales slips slithered slowly southwards. Time takes a terrible toll on intentions. Ensuring excellence isn’t easy. Bigger business isn’t better business but better business brings bigger rewards.

Key Communication Skills : 

Fillers Repetitious sounds: “Uh…” “Umm…” Catch words and phrases: “You Know…” “Anyway…” “Like…” “Kind-ah…” Key Communication Skills

Key Communication Skills : 

Key Communication Skills Clarity Exercise 3: Tell Me Game Your favorite hobby and why it’s your favorite. If you had unlimited resources, what would you do to improve your business? What do you like best about what you do? Why? What’s the worst fault a person can have? Why? If you could be young again, would you? Why? Choose one of the topics and make a spontaneous speech. Do NOT spend time thinking about the topic before you speak.

Key Communication Skills : 

Expression When the variety of your voice’s pitch doesn’t vary, it’s impossible for your listener to maintain interest in what you’re saying. People who speak in a monotone are perceived as untrustworthy, boring or shifty. Key Communication Skills

Key Communication Skills : 

Expression Exercise 1: Emotion Key Communication Skills I just got a call saying I won a vacation in Las Vegas. I’m going to have to change that light bulb. My next door neighbor has a new Ferrari. I just got an “A” in my molecular physics exam. My mother-in-law is moving to our place. I’ll be able to retire in two months.

Key Communication Skills : 

Expression Exercise 2: Belief Key Communication Skills You’ll never regret buying this coat. This extended warranty is a great deal. This is definitely a once-in-a-lifetime opportunity. Marrying my wife/husband best thing that ever happened to me. I am on top of the world. I’m proud to be a JCI member.

Key Communication Skills : 

Pace Speaking too quickly is one of the most common speech problems, perhaps almost all of us tend to speed up our speech when we’re excited or stressed. Remember that you need to speak at a pace that allows your listener to understand. Key Communication Skills

Key Communication Skills : 

Pace Exercise: Phrasing Key Communication Skills How to perfectly boil an egg How to plant a tree How to send an email How to handle a customer complaint How to make the perfect cup of coffee or tea Choose one of the following speech topics and think of five steps describing how to do it.

Key Communication Skills : 

Listening Listening is the most important speech skill of all; it’s also the skill which is practiced the least. To listen actively, you need to change from being a passive target to being a contributor to the communication. Key Communication Skills

Key Communication Skills : 

3 Techniques for Active Listening Key Communication Skills Set the Stage. Stop what you’re doing, turn to face the speaker and make eye contact.

Key Communication Skills : 

3 Techniques for Active Listening Key Communication Skills Appropriate Advancement. Make appropriate comments that advance the conversation.

Key Communication Skills : 

3 Techniques for Active Listening Key Communication Skills Summarizing. Show the speaker you’ve been paying attention by summarizing the speaker’s key points.

Key Communication Skills : 

Listening Exercise: Listen to Me Game Key Communication Skills Have your partner choose one of the speech topics and speak impromptu for two minutes. Your task is to be an active listener, and apply the three active listening techniques. What are the four things you least like to do? Why? What are your three best personality traits? Why? Who do you most admire? Why? What’s the worst job you ever had? Why? What would you do if you won US$10 million? Why?

Barriers to Communication : 

Barriers to Communication

Barriers to Communication : 

Barriers to Communication

Barriers to Communication : 

Barriers to Communication Lack of Sensitivity to Receiver Lack of Basic Communication Skills Insufficient Knowledge of the Subject Information Overload Emotional Interference Conflicting Message Channel Barriers

Barriers to Communication : 

Barriers to Communication Lack of Interest Lack of Knowledge Lack of Communication Skills Emotional Distractions Physical Distractions No provision for feedback Inadequate Feedback

In summary… : 

In summary…

In summary… : 

In summary… Effective communication occurs when there is shared meaning between sender and receiver. Communication Process involves a sender, receiver, message and feedback. Communication Styles include a measure of assertive and expressive modes. Communication Skills plays around the elements of clarity, expression, pace and listening. Barriers to Communication occurs when the communication process comprising the four elements are interrupted.

In summary… : 

In summary… “Our lives begin to end the day we become silent about things that matter.” Dr. Martin Luther King