1. What is communication?!!!

2. Elements of communication verbal (the words we use) 7% vocal (expressions, intonation) 38% visual (facial and body language) 55%

3. Why Communications Skills Are So Important ?!!

4. When is communication successful?? communication is only successful when both the sender and the receiver understand the same information as a result of the communication.

5. What is the difference between hearing and listening? Hearing is a physical ability

6. What is the difference between hearing and listening? listening skills allow you to understand what someone is "talking about".

7. Why do we Need Good Listening Skills? build rapport show support better understanding Good listening skills make you more productive work better in a team-based environment resolve problems

8. Barriers to Listening language differences or accents; Noise and distractions Physical discomfort

9. Some irritating listening habits Interrupting the speaker Not looking at the speaker

10. Some irritating listening habits Asking too many questions about details Rushing the speaker Saying “yes, but………” Topping speaker’s story to tell yours

11. Some irritating listening habits Forgetting what the speaker said Showing interest in something other than the conversation

12. Active listening skills “To know how to listen someone, think about how you would like to be listened”

13. Active listening skills don't interrupt the speaker. Appreciate emotions. Avoid emotional involvement.

14. Active listening skills Use appropriate facial expressions, head nodes & eye contact. Avoid nervous & bored gestures.

15. Active listening skills Minimize external and internal distractions. Don’t think of what to say next. Ask questions for clarifications. Focus on the positive.

16. Questions?