Communication Essentials Oral Communication Skills Workshop

20082 Communication Essentials Workshop What is Communication? A process by which information is exchanged between individuals through a common system of symbols, signs or behaviour. ~ Merriam Webster Online ~ ~ Merriam Webster Online ~

20083 Communication Essentials Workshop What is Oral Communication? Oral Communication is the use of speech to give and exchange thoughts and information. ~ Essential Skills Reader’s Guide, hrsdc.gc.ca/essentialskills ~ ~ Essential Skills Reader’s Guide, hrsdc.gc.ca/essentialskills ~

20084 Communication Essentials Workshop Oral Communication – One of Nine Essential Skills Reading Text Reading Text Document Use Document Use Numeracy Numeracy Writing Writing Oral Communication Oral Communication Working with Others Working with Others Thinking Thinking Computer Use Computer Use Continuous Learning Continuous Learning

20085 Communication Essentials Workshop Oral Communication – An Essential Skill Typical Applications: Typical Applications: Greeting people Greeting people Taking messages Taking messages Reassuring, comforting, persuading Reassuring, comforting, persuading Seeking or obtaining information Seeking or obtaining information Resolving conflicts Resolving conflicts Facilitating or leading a group Facilitating or leading a group

20086 Communication Essentials Workshop Oral Communication – An Essential Skill Oral Communication has four levels of complexity. Oral Communication has four levels of complexity. The levels increase in difficulty from basic (level 1) to more advanced tasks (level 4). The levels increase in difficulty from basic (level 1) to more advanced tasks (level 4).

20087 Communication Essentials Workshop True or False? 1.Communication happens mostly through words.

20088 Communication Essentials Workshop True or False? 2.Effective communicators listen more than they speak.

20089 Communication Essentials Workshop True or False? 3.Most people are already effective communicators.

Communication Essentials Workshop Why study Communication? Effective communication is one of the key foundations of any successful workplace. Effective communication is one of the key foundations of any successful workplace. ~ Warren Sheppell ~ Relationships are the building blocks of organizations. Relationships are the building blocks of organizations. ~ Margaret Wheatley ~

Communication Essentials Workshop Why study Communication? According to Warren Sheppell, studies show that good communication helps people to: According to Warren Sheppell, studies show that good communication helps people to: Receive and share information better Receive and share information better Define and understand goals Define and understand goals Build rapport Build rapport Promote self-confidence Promote self-confidence Avoid negative effects of conflict and confusion Avoid negative effects of conflict and confusion

Communication Essentials Workshop Who needs Communication skills? If you do one of these, you need strong communication skills: If you do one of these, you need strong communication skills: Own your own business Own your own business Work as part of an organization/team Work as part of an organization/team Interact with others on a regular basis for work or personal reasons Interact with others on a regular basis for work or personal reasons

Communication Essentials Workshop Did you know? It is estimated that 70% of workplace errors happen because of communication breakdowns. ~ Denise Bissonnette ~

Communication Essentials Workshop Did you know? Albert Mehrabian’s model for spoken communication indicates that: Albert Mehrabian’s model for spoken communication indicates that: 7% of meaning is in the words that are spoken 7% of meaning is in the words that are spoken 38% of meaning is in the way words are said 38% of meaning is in the way words are said 55% of meaning is in the facial expression 55% of meaning is in the facial expression

Communication Essentials Workshop Communication Loop Send Receive Send Receive Person APerson B

Communication Essentials Workshop Communication Loop Discussion Questions Discussion Questions 1. How does the sender know whether the message was received? 2. Why and when does miscommunication occur? 3. What affects how we send and receive messages?

Communication Essentials Workshop Communication Loop We have 100% control over how we send and receive messages on our side of the communication loop.

Communication Essentials Workshop Food for Thought We don’t see things as they are, we see things as we are. ~ Anais Nin ~ ~ Anais Nin ~

Communication Essentials Workshop “The Way It Is” Model

Communication Essentials Workshop The Four Ps Four Elements of Successful Communication Four Elements of Successful Communication Purpose Purpose Preparation Preparation Patience Patience Persistence Persistence

Communication Essentials Workshop Things That Help Communication Using “I” statements Using “I” statements Admitting problems on both sides Admitting problems on both sides Thinking positively Thinking positively Seeking to understand views of others Seeking to understand views of others Striving to achieve a “win-win” scenario Striving to achieve a “win-win” scenario Being willing to compromise Being willing to compromise Being authentic, honest and open Being authentic, honest and open

Communication Essentials Workshop Things That Hinder Communication Having a defensive attitude Having a defensive attitude Talking too much Talking too much Assigning blame Assigning blame Judging Judging Making assumptions Making assumptions Being disrespectful towards others Being disrespectful towards others

Communication Essentials Workshop Group Communication As the number of people in a group increases, the communication process becomes more complex. As the number of people in a group increases, the communication process becomes more complex. Two-way Communication between two people: Two-way Communication between two people:

Communication Essentials Workshop Group Communication Two-way Communication between three people: Two-way Communication between three people:

Communication Essentials Workshop Group Communication Two-way Communication between four people: Two-way Communication between four people:

Communication Essentials Workshop Five Principles of Effective Communication 1. Treat each relationship with care Relationships are the building blocks of organizations Relationships are the building blocks of organizations Productive relationships encourage positive growth, individually and collectively Productive relationships encourage positive growth, individually and collectively Each relationship is an opportunity for growth and learning Each relationship is an opportunity for growth and learning

Communication Essentials Workshop Five Principles of Effective Communication 2. Think win/win Try to find a solution that satisfies everyone Try to find a solution that satisfies everyone Try to find ways to co-operate creatively Try to find ways to co-operate creatively Treat each other equally Treat each other equally

Communication Essentials Workshop Five Principles of Effective Communication 3. Respect others’ points of view Validate the way others feel, think or react Validate the way others feel, think or react Let the other person vent Let the other person vent Know that it is okay to disagree Know that it is okay to disagree Accept that each person has a unique viewpoint Accept that each person has a unique viewpoint Accept that other people are entitled to being who they are Accept that other people are entitled to being who they are

Communication Essentials Workshop Five Principles of Effective Communication 4. Seek first to understand rather than to be understood Truly listen to others Truly listen to others Ask open-ended questions Ask open-ended questions Avoid interrupting Avoid interrupting Avoid putting words into the other person’s mouth Avoid putting words into the other person’s mouth

Communication Essentials Workshop Five Principles of Effective Communication 5. Be honest and open Be open to the opinions and views of others Be open to the opinions and views of others State your views clearly by using “I” statements State your views clearly by using “I” statements Face the speaker and maintain eye contact Face the speaker and maintain eye contact Make sure that your body language is consistent with your words Make sure that your body language is consistent with your words

Communication Essentials Workshop Culture and Communication Culture affects the way in which people view life Culture affects the way in which people view life Cultural background may define both verbal and non-verbal communication Cultural background may define both verbal and non-verbal communication Cultural differences may cause communication challenges Cultural differences may cause communication challenges

Communication Essentials Workshop Culture and Communication Our cultural background influences our Our cultural background influences our Values Values Beliefs Beliefs Motivations Motivations Goals Goals Assumptions Assumptions

Communication Essentials Workshop Culture and Communication Culture may be defined by: Culture may be defined by: Ethnicity Ethnicity Gender Gender Sexual Orientation Sexual Orientation Age Age Language Language Religion Religion Profession Profession Place of work Place of work Et cetera Et cetera

Communication Essentials Workshop Culture and Communication Tips for Effective Cross-Cultural Communication Tips for Effective Cross-Cultural Communication Accept others’ views, even if they differ from yours Accept others’ views, even if they differ from yours Be patient with non-native speakers Be patient with non-native speakers Recognize that differences exist Recognize that differences exist Avoid judging, stereotyping or discriminating Avoid judging, stereotyping or discriminating Avoid forcing your own cultural beliefs onto others Avoid forcing your own cultural beliefs onto others

Communication Essentials Workshop Communication Tips Organize your thoughts and ideas before speaking Organize your thoughts and ideas before speaking Don’t interrupt when someone else is speaking Don’t interrupt when someone else is speaking Listen attentively— Listen attentively—Take notes to help you remember Ask questions to clarify Keep an open mind to others’ ideas