1. COMMUNICATING IN TEAM W5

2. LISTENING EFFECTIVELY You must know what to listen for…….a message contains….  Words  Tone of voice  Body language  Content + emotion = The meaning of a message.

3. Cocentration Turn & face the speaker Provide steady eye contact Show a sincere, interested facial expression. Maintain an open & alert posture.

4. Turn off the speaker Looking away. Doing two things at once. Showing looks of disapproval. Fidgeting…. tapping fingers, pens…etc. Slouching….listening in a relaxed manner. Reacting with sharpness in your tone of voice..

5. Levels of listening Passive listener Selective listener Attentive listener. Active listener

6. Active listening work for team Door openers Probes Reflections on feelings. Paraphrasing. Reflective paraphrasing.

7. Opening the door…. Door openers are the signals that you give to the speaker that let him/her know you’re paying attention. There are verbal & non-verbal door openers…..exm….refer pg 146

8. Drawing out with probing question… It’s a listening tool that you can use to draw out and add depth to the speaker’s message. Open ended questions often begin with words like what, how, tell me, describe, & explain….exm…pg 147

9. Reflecting feeling that you hear & see When you reflecting feelings that you are picking up in message….

10. Paraphrasing to capture the content…. Summarize the main idea of the speaker’s message…not all the details…. Exm: …So what you mean is….. In other words……. As I understand your point, it’s…..

11. Reflective paraphrasing…. It’s combo version….checking the content and emotion….

12. Dodging pitfalls- bad habits.. Criticizing. Reacting defensively… Debating Giving advice Shifting the focus to yourself….

13. Old habits- Speaking approaches… Aggressive approach- harsh controlling & dominating. Nonassertive- comes across as passive. Passive- aggressive approach- negative in effect but subtle in manner…..

14. Productive approach- assertive speaking Expressing yourself in a positive & confident manner…& allowing others to do the same….. Being direct. Listening actively Making the sense of importance clear. Taking initiative & responsibility Expressing confident nonverbal behavior Collaborating to address concerns & problems…

15. Special delivery – using nonverbal Looking at the audience Projecting the voice & varying its inflection. Being sincere. Looking animated Adopting a good pace…

16. Speaking in the +ve– verbal tools Say what you can do Say what you will do Remember: less is more Speak in language that your listeners understand. When dealing with problems, use language of solution…recommendation, option, idea, suggestion, alternative….

17. Bring issue to closure…. Bringing discussions to a clear end….make sure important points stand out, agreements are confirmed, & action items are clear to everyone…..

18. Languages that switches people onto the negative track….. Trigger words….. Loaded language….. Mixed messages… Statements that negate your message…..