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Effective Communication Skills:

Effective Communication Skills www.humanikaconsulting.com


Objectives Define and understand communication and the communication process List and overcome the filters/barriers in a communication process Practice active listening Tips to improve verbal and non verbal communication

What are the most common ways we communicate?:

What are the most common ways we communicate? Spoken Word Written Word Visual Images Body Language

What is Communication?:

What is Communication? Communication is the transmission of an idea or feeling so that the sender and receiver share the same understanding. Communication is not a mysterious process. It takes place when the ideas from your mind are transferred to another’s and arrive intact, complete, and coherent.

The Communication Process:

The Communication Process SENDER (encodes) RECEIVER (decodes) Barrier Barrier Medium Feedback/Response

Types of Communication (One-way):

Types of Communication ( One-way )

Types of Communication (Two-way):

Types of Communication (Two -way )

Types of Communication (One to Many):

Types of Communication (One to Many)

Components of Communication:

Components of Communication Vocal communication Verbal Communication Non-verbal communication

Features of Effective Communication:

Features of Effective Communication Active Listening Eye contact Posture Simple language Questioning skills

Benefits of effective communication:

Benefits of effective communication Quicker problem solving Better decision making Steady work flow Strong business relations Better professional image

Barriers to communication:

Barriers to communication Distractions Use of jargon Poor listening skills Cultural differences Language differences Emotions Assumptions/Misconceptions Inappropriate medium Noise

Hearing Vs Listening:

Hearing Vs Listening Hearing – Physical process, natural, passive Listening – Physical as well as mental process, active, learned process, a skill Listening is hard. You must choose to participate in the process of listening.

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Hearing Choosing Understanding Responding The reception of sound. The act of choosing to focus attention on the message. Deciding what the message means to you. Your reaction to the message. It can be emotional and intellectual. Steps in the listening process Definition of listening: It is a physical and psychological process that involves choosing to listen, understanding, and responding to symbolic messages from others. Your knowledge, attitudes, values, beliefs and self-concept influences your perception. You first respond emotionally, then intellectually. Then you decide how to respond. Your own needs, interests, attitudes, and knowledge affects your choice to pay attention. Not everyone hears the same way. Men actually prefer certain frequencies.

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placating filtering derailing comparing mind reading rehearsing dreaming sparring identifying judging being right BLOCKS TO LISTENING

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Comparing constantly comparing yourself to the other person, checking to see if you measure up in terms of intelligence, wit, emotional stability, competence, or even level of suffering or children's achievements. Mind Reading what you think someone "really means" (based primarily on your own feelings, assumptions, or hunches) than to what he or she is actually saying. Rehearsing plan ning your response to what someone is saying to you while the other person is still speaking. Filtering tun ing out certain topics or you may hear only certain things and tune everything else out , a ny possible hint of unhappiness, no matter what he actually sa ys .

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Judging if you decide ahead of time that the other person is not worth hearing (because he or she is "stupid," " crazy,"'"hypocritical ," or " immature"), and that you will therefore listen only in order to confirm your opinion. Dreaming you pay only a fraction of your attention to the person talking; inside, your thoughts are wandering elsewhere. identifying whatever you hear from the other person triggers memories of your own similar experiences, and you can't wait to. jump into your own story. Advising Jumping in with advice when the other person has barely stopped talking (or before)

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Sparring If you listen only long enough to find something to disagree with, and then assert your position-—regardless of what the other person says. Being Right If you want to prove that you're right or to avoid the suggestion that you're wrong— including lying, shouting, twisting the facts, changing the subject, making excuses, and accusing Derailing chang ing the subject or make a joke whenever you become bored or uncomfortable with the conversation. Placating being so concerned with being nice, agreeable, or liked that without really listening you agree with everything being said.

Active Listening:

Active Listening The process of recognizing, understanding, and accurately interpreting communicated messages and responding to spoken and/or nonverbal messages.

Tips to become a better listener:

Tips to become a better listener Don’t talk – listen. Don’t jump to conclusions. Listen between the lines. Ask questions/paraphrase. Don’t get distracted by the environment. Keep an open mind. Be willing to listen to someone else’s point of view and ideas. Provide feedback. Take advantage of your brain power.

Improving Verbal Communication-Tips:

Improving Verbal Communication-Tips Eliminate Noise Get Feedback – Verbal & Body Signals Speak Slowly & Rephrase your sentence Don’t Talk down to the other person Listen Carefully & Patiently

Improving Body Language - Tips:

Improving Body Language - Tips Keep appropriate distance Touch only when appropriate Take care of your appearance Be aware - people may give false cues Maintain eye contact Smile genuinely

…in the new global and diverse workplace requires excellent communication skills! :

…in the new global and diverse workplace requires excellent communication skills!

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