1. Videsha Proothveerajh Country Manager Intel Corporation South Africa

2.  The Whole continuum  The Communication Process  Communication Styles  Non Verbal Communication  Active Listening

3. FOCUS, PRACTICE and FEEDBACK LOOP

4. no NOISE

5. Berlo's Sender-Message-Channel-Receiver Model of Communication

6. Communication Communication Styles

7. “You never get a second chance to make a first impression”  The innermost, instinctual form of human communication. Unconscious parts of our behavior which is a deeply rooted part in our entire makeup.  The most basic part of our personality  Behavior has no opposite, i.e. there is no such thing as non-behavior.

8.  Mehrabian’s Study to understand the relative impact of facial expressions and spoken words  Spoken words ? %  Voice tone ? %  General body language ? %  Birdwhistell suggested that spoken words account for not more than 30-35% of all our social interactions.  Anthropologist Edward T Hall: only 35% is verbal

9.  Body Language or Kinesics  Clothing or Artifactual Communication  Voice or Paralanguage  Space and Distance, or Proxemic factors  Color  Time or Chronemics  Touch or Haptics

10. Responsive Eager Engaged Reflective Listening Evaluating Combative Aggressive Foot Tapping Fugitive Let me go Bored Open BACKBACK FORWARDFORWARD CLOSED

11.  Allows you to make sure you hear the words and understand the meaning behind the words  Goal: Go beyond listening to understanding ‘Seek first to understand, then be understood.” - Stephen Covey  Requirements:  Definite Intent to Listen  Focus on the Speaker  Verbal and Non-Verbal Encouragers  Feedback Loop to Insure Accuracy “We were given two ears but only one mouth. This is because listening is twice as hard as talking.” - unknown

12.  We listen at 125-250 wpm, think at 1000-3000 wpm  75% of the time we are distracted, preoccupied or forgetful  20% of the time, we remember what we hear  More than 35% of businesses think listening is a top skill for success  Less than 2% of people have had formal education with listening

13.  Encouraging  Restating  Reflecting  Summarizing Attending Posture: SOLER S = squarely face person O = use open posture L = lean toward the person E = use eye contact R = relax, keep it natural

14.  Active Listening is a HABIT  Listening is the most powerful form of acknowledgment  Listening builds stronger relationships  Listening promotes being heard  Listening creates acceptance and openness  Listening leads to learning  Listening reduces stress and tension  Listening is CRITICAL in conflict resolution  The barriers to active listening are numerous  Active Listening and Multi-tasking are CONTRADICTORY.  Body Language is key

15.  More = Less  More communications options leaves us with less time to attend to the priority information and if left untreated hinders the communication process and makes it ineffective !