Communication Skills

Some Quotes on Communication "The art of communication is the language of leadership."  "To listen well is as powerful a means of communication and influence as to talk well." "We have two ears and one mouth so that we can listen twice as much as we speak."  Communication - the human connection - is the key to personal and career success. Words should be used as tools of communication and not as a substitute for action.

Why is communication important? Important for expressing information, behavior, our feelings and thoughts. Helps to understand and respond to other’s feelings, thoughts, knowledge and behavior.

What is Effective Communication?

TYPES OF COMMUNICATION VERBAL FACE TO FACE TELEPHONE NON VERBAL BODY LANGUAGE GESTURES WRITTEN BOOKS EMAILS VISUALIZATION GRAPHS AND CHARTS MAPS

Formal Communication It is the process of exchanging information by following the prescribed or official rules.

Informal Communication It is the process of spontaneous exchange of information among various people of different status.

TOTAL COMMUNICATION PROCESS

The 7 C of Communication Courteous Concise Complete Correct Clear Consideration Concrete

Potential influences Body Language/ Non- Verbal Communication Language used Existing knowledge Assumptions Context Memory Attitudes Stress Clarity Culture Listening skills Writing skills

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

Barriers to Effective Communication Language Noise Time Distractions Other people Put downs Too many questions Distance Discomfort with the topic Disability Lack of interest

Over coming the barriers of Effective Communication Skills Eye contact & visible mouth Body language Silence Checking for understanding Smiling face Summarising what has been said Encouragement to continue Some questions

Open-ended and closed-ended questions get different results – and feel different to providers Open-ended questions… You care about their opinions and feelings You care about what they think is important How it feels to providers Expand the dialogue They invite the other person to tell you more End the dialogue Only get you the specific answer you’re asking for (at best!) Closed-ended questions… You see them only as a source of information You are judging them (answer is right or wrong) How it feels to providers

Tips for Asking Open Questions? How do you …..? What has been your experience with……? What is your opinion about …….? How do you feel about …….? When do you ………? Describe ….. Tell me about ……. For which type of clients do you……? What would happen if ……?

An Introduction To Public Speaking

What skills are required for Public Speaking? 1. Planning & Preparation Before you can start to plan and prepare the message and the structure for your Public Speaking activity you will need to consider the… Purpose Audience Timings

2. Positive Non-Verbal Communications Public Speaking isn’t just about what you say; It’s also about how you say it! Your Posture & Body Movements Your Facial Movements & Making Regular Eye Contact Your Voice Pitch & Tone

Of Non-Verbal Communication Members Of The Audience Positive Examples Of Non-Verbal Communication Negative Examples Head Looking Up A Smile Small Hand & Arm Gestures Free Arms Keeping To One Area Of The Stage Making Eye Contact With Various Members Of The Audience Head Looking Down A Frown Exaggerated Hand & Arm Gestures Folded Arms Wondering About The Stage Only Focusing Your Eye Contact On One Or Two Members Of The Audience

3. CONFIDENCE For building confidence, one must avoid the following:- Hesitation - A pause longer than three seconds. Repitation - Using the same words or phrases repeatedly (excluding the phrase of the topic) Deviation - Going completely off the given topic.

The Four Communication Styles

How to communicate with People:- Director Socializer Be clear, brief, fast, and precise. Be well-prepared to provide solutions to their problems. Skip the small talk and get down to business. Highlight key points. Avoid going into too much detail. Find out their goals and provide options with clear costs and benefits. Supply concrete data to back up claims of progress. Show how goals have been obtained. Take time to build a relationship and socialize with them. Create a fun, lively atmosphere with new and diverse elements. Help them make a list of priorities, but try to skip the unimportant details and boring material. After a meeting, be clear about who is going to do what and by when. Put everything down in writing. Make them look good in front of others. Be slow to criticize them. Instead, motivate them with praise.

How to communicate with People:- Analyser Relator Avoid too much small talk and socializing. Go slow and give them time and space to think things through. Be well-prepared to answer their questions thoroughly with precise data. Put everything down in writing. Make good on your promises. Be patient and show sincere interest in them as a person. Build a relationship and learn more about their personal lives before getting down to business. Reduce their fears by clearly explaining how a certain change will benefit them and those around them. Be predictable and follow through with your stated promises. Be warm and inviting. Focus on their feelings. Don't ever push them into a corner to get what you need.

ROLE OF SOCIAL MEDIA IN COMMUNICATION

“If you are not on Facebook, you don’t exist! (?)” TRUE FALSE

Example of social media segmentation

TYPES OF PERSONS IN COMUNICATION

QUIET QUIZ I prefer one-on-one conversations to group activities? I often prefer to express myself in writing? I enjoy solitude? I seem to care about wealth, fame, and status less than my peers? People tell me that I'm a good listener? I'm not a big risk-taker?

I enjoy work that allows me to "dive in" with few interruptions? I like to celebrate birthdays on a small scale, with only one or two close friends or family members.? People describe me as "soft-spoken" or "mellow.“? I prefer not to show or discuss my work with others until it's finished.? I tend to think before I speak? I often let calls go through to voice- mail?

Your Personality Profile I = Introvert If you answered the majority of the questions true, you're probably an introvert. Given the choice, you'll devote your social energy to the people you care about most, preferring a glass of wine with a close friend to a party full of strangers. You think before you speak, and relish solitude. You feel energized when focusing deeply on a subject or activity that really interests you. You have an active inner life, and are at your best when you tap into its riches. E/I = Ambivert If you answered the questions evenly, true and false, you're probably an ambivert - meaning that you fall smack in the middle of the introvert-extrovert spectrum. In many ways, ambiverts have the best of both worlds, able to tap into either pole as needed. E = Extrovert If you answered the majority of the questions false, you’re probably an extrovert. You relish social life, and are energized by interacting with friends and strangers alike. You are assertive, go-getting, and able to seize the day. You're great at thinking on your feet, and are relatively comfortable with conflict. You are actively engaged in the world around you, and are at your best when you tap into its energy.