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Communicating Effectively in the Workplace Learn Act Grow.

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Presentation on theme: "Communicating Effectively in the Workplace Learn Act Grow."— Presentation transcript:

1 Communicating Effectively in the Workplace Learn Act Grow

2 Page 2 LeasePlan Academy 2009 Agenda 7 Barriers to Great Communication 4 Steps to Communicating Effectively 6 Basics Rules for Successful Presentations 8 Guidelines to Avoid Conflict in the Workplace

3 Page 3 LeasePlan Academy Barriers to Great Communication 1. Physical Barrier Over 90% of communication is non-verbal Facial Expressions, Tone of Voice, and Body Language If you prominently make use of the phone and to communicate with co-workers, there is an obvious strain on understanding the intent of communication

4 Page 4 LeasePlan Academy Barriers to Great Communication 2. Perceptual Barrier Each of us view the world differently Therefore, we will view both people and their communications in different ways

5 Page 5 LeasePlan Academy Barriers to Great Communication 3. Emotional Barrier Emotional Barriers to communication are mainly comprised of fear, mistrust, and suspicion Being told to "mind our P's and Q's taught us and an early age to be careful about what we tell others While some caution may be wise, excessive fear of co-workers' reactions may stunt our development as effective communicators

6 Page 6 LeasePlan Academy Barriers to Great Communication 4. Cultural Barrier When one joins a group and wish to remain in it, sooner or later we need to adopt the behavior patterns of that group. We each participate in multiple cultures – those of our families, friends, and work groups We need to keep these differences in mind when communicating with co-workers

7 Page 7 LeasePlan Academy Barriers to Great Communication 5. Language Barrier The language barrier is not just in the literal sense Language describes what we want to say in our own terms This includes facial expressions, buzz-words, and jargon Using excessive slang and jargon can exclude those unfamiliar with our terms and result in a failure to convey our meaning

8 Page 8 LeasePlan Academy Barriers to Great Communication 6. Gender Barrier There are distinct differences in the way that men and women communicate, specifically with our speech patterns Women speak between 22,000 and 25,000 words a day; while, Men speak between 7,000 and 10,000 words a day When a man talks, his speech is located in the left side of the brain but in no specific area. When a woman talks, the speech is located in both hemispheres and in two specific locations

9 Page 9 LeasePlan Academy Barriers to Great Communication 6. Gender Barrier This means that the man talks in a linear, logical and compartmentalized way – features of left-brain thinking A woman talks more freely mixing logic and emotion – features of both sides of the brain What does this mean?

10 Page 10 LeasePlan Academy Barriers to Great Communication 7. Interpersonal Barrier There are six levels at which people can distance themselves from one another: 1 – Withdrawal is an absence of interpersonal contact – both the refusal to be in touch and time alone 2 – Rituals are repetitive routines devoid of real contact 3 – Pastimes fill up time with others in social but superficial activities 4 – Working activities are those tasks which follow rules and procedures of contact but no more 5 – Games are subtle, manipulative interactions about winning or losing 6 – Closeness is the aim of interpersonal contact where there is a high level of honesty and acceptance of yourself and others

11 Page 11 LeasePlan Academy Barriers to Great Communication Working on improving your communications is a broad-brush activity You have to change your thoughts, your feelings, and your physical connections. That way, you can break down the barriers that get in your way and start building relationships that work. Now that we know what are barriers are – Lets talk about ways to consciously make an effort to communicate effectively!

12 Page 12 LeasePlan Academy Steps to Communicating Effectively Ineffective communication can definitely cause a strain on business productivity, but it can also be avoided! Before we even get started, you have to realize that successful communication is a two-way process. Both individuals in the communication must actively participate whether verbally or written. Communication is more than transmitting facts: its about human relationships!!!

13 Page 13 LeasePlan Academy Steps to Communicating Effectively 1. Attention Winning the attention of the person we want to communicate with is the first step We must try to eliminate any noise including anything that could distract whether noise in the literal sense, physical/emotional discomfort, negative attitudes, or mannerisms/dress. Respect for the other person is an important prerequisite for attention getting. If the other person feels as if you truly empathize with them, you are quickly on your way to the second step in the process.

14 Page 14 LeasePlan Academy Steps to Communicating Effectively 2. Apprehension Whats your first impression of this word? Although the word usually carries the connotation of fear, its primary meaning is understanding The two meanings of the word are definitely related & represent two sides of a coin The task of the communicator is to change the aspect of fear into that of understanding

15 Page 15 LeasePlan Academy Steps to Communicating Effectively 2. Apprehension Achieving apprehension is a critical part of the communication process, but it is also a subtle one Be careful of asking a straight-forward question like Do you understand? or What do you understand? Instead, ask for input on the communication which allows for a free-flow conversation showing apprehension

16 Page 16 LeasePlan Academy Steps to Communicating Effectively 3. Assimilation As crucial as Apprehension is: it is not enough A person can understand a message completely, but he or she has not accepted it; or, it is accepted half-heartedly without conviction The initiator of the communication has achieved an ideal result if the recipient has assimilated (or incorporated) the message Assimilation of the concept goes a long way towards ensuring active participation, and harmonious cooperation, in the workplace

17 Page 17 LeasePlan Academy Steps to Communicating Effectively 4. Action This is the final step of the process This step pushes a concept into reality Often a good business idea meets acceptance or agreement, but is not translated into action If assimilation has truly taken place, action on the part of the receiver should follow inevitably

18 Page 18 LeasePlan Academy Steps to Communicating Effectively 4. Action Keep in mind that communication is a two-way process The originator of the message must play their part, as well, with abundant support and encouragement

19 Page 19 LeasePlan Academy Steps to Communicating Effectively One on one communication is important; however, at times you will be required to provide information to multiples Lets discuss some basic rules for successful presentations

20 Page 20 LeasePlan Academy Basic Rules for Successful Presentations 1. Rule of Tellem Tellem what you are going to Tellem, Tell it to them, and then Tellem what you told them Translation: Start with an introduction including an agenda or goals for the presentation Provide the content Summarize the presentation Start with the last slide!!! If you emphasize the most important points you want to make, its relatively easy to build your presentation around them

21 Page 21 LeasePlan Academy Basic Rules for Successful Presentations 2. KISS – Keep It Simple Stupid Its the same ancient adage we heard in math class & it applies here too The more complicated you let things get, the more trouble you can expect Keep your presentation focused on the message, dont get carried away with special effects and filler

22 Page 22 LeasePlan Academy Basic Rules for Successful Presentations 3. Rehearse the presentation Theres something to be said about winging it: try, Forget It! To present the most professional image, you need to know your presentation. Its okay to leave the main script from time to time, but wandering presentations lack focus and lose the message Rehearsing the presentation means more than going over the information Rehearse the entire presentation like you will deliver it

23 Page 23 LeasePlan Academy Basic Rules for Successful Presentations 3. Rehearse the presentation Dont memorize the presentation. Reciting information removes passion/excitement from the presentation If using notes, use them sparingly Too much time spent reading notes may convince your audience that you are unprepared If your notes are in sentence form, you will inevitably read them – Try Bullet Points

24 Page 24 LeasePlan Academy Basic Rules for Successful Presentations 4. Dress for Success Some say you can never overdress for a presentation. Others disagree. Other factors come into play with your dress: Humor and how formal your presentation is will impact whether you are over presented One thing is for sure! You should never dress down.

25 Page 25 LeasePlan Academy Basic Rules for Successful Presentations 5. Pace Yourself Dont go too fast, or too slow. Every slide deserves at least 10 seconds, and none need more than 100 If you find yourself spending several minutes on one slide, consider breaking it up!

26 Page 26 LeasePlan Academy Basic Rules for Successful Presentations 6. Presentation Tools Slides, LCD and DLP projectors, Laptops, LCD Panels, Video, Multimedia, Sounds, Laser Pointers, Lapel Microphones, Overheads, Photo-quality printers, Posterprinters… There are many presentation tools available to you as a presenter Determine your needs, the presentation environment, and select the right group of tools Practice using the tools before hand & ALWAYS have a back-up plan

27 Page 27 LeasePlan Academy Ways to Avoid Conflict in the Workplace With multiple cultures, genders, personalities, and communication styles in the workplace, conflict is destined to happen Ineffective communication is typically what breeds conflict There are ways to avoid conflict and how to handle it if it does arise

28 Page 28 LeasePlan Academy Ways to Avoid Conflict in the Workplace 1. Remember Filters We all hear what is said through our own filters Filters can include assumptions, biases, our own history, experience, etc. Consider your own filters as well as others when communicating with others

29 Page 29 LeasePlan Academy Ways to Avoid Conflict in the Workplace 2. Listen as a Witness Ask, How would I listen to this person if I knew I were going to be called as an objective witness in court? The goal here is to be as objective as possible and retain as many details as possible

30 Page 30 LeasePlan Academy Ways to Avoid Conflict in the Workplace 3. Clarify Before you speak, make sure that you understand what the other person is saying. Ask open-ended (non-leading) questions until you do. Why is that so? What makes you say that?

31 Page 31 LeasePlan Academy Ways to Avoid Conflict in the Workplace 4. Restate Ask I think you said ….. Is that accurate? Continue restating until your partner agrees that you heard him or her accurately.

32 Page 32 LeasePlan Academy Ways to Avoid Conflict in the Workplace 5. Pause Before You Speak Ask yourself which conflict style youre using and why. Is it the style that will serve you best over the long term of the relationship?

33 Page 33 LeasePlan Academy Ways to Avoid Conflict in the Workplace 6. Summarize the Communication At the end of the communication, summarize the conversation and clarify the original reason for the communication. Be sure you know why you were asked to listen and what youre expected to do – if anything – about the communication. Avoid jumping in too quickly with advice or solutions. Make sure the person wants advice.

34 Page 34 LeasePlan Academy Ways to Avoid Conflict in the Workplace 7. Assume 100% Responsibility for the Communication Assume leadership in your communication. Assume that it is your responsibility to listen until you understand and to speak in a way that others can understand.

35 Page 35 LeasePlan Academy Ways to Avoid Conflict in the Workplace 8. Check Out Misunderstandings Check out any misunderstandings if they occur. Assume miscommunication before you assume someone is trying to undermine you efforts.

36 Page 36 LeasePlan Academy Ways to Avoid Conflict in the Workplace If conflict arises – How should you handle the situation? Gain Agreement That: There is a conflict We share a common goal to resolve it What weve tried so far hasnt worked Identify Hot Buttons Say something like: There seems to be something that x says or that I say that upsets you. What is it? Clarify back to the person: It seems that you are bothered by the idea that….

37 Page 37 LeasePlan Academy Ways to Avoid Conflict in the Workplace By gaining agreement & clarifying statements, you are working together to resolve the conflict Thus, the focus is on resolution rather than the conflict itself

38 Page 38 LeasePlan Academy 2009 Conclusion Ineffective communication is a major, yet avoidable, obstacle to business productivity. (Key word is AVOIDABLE) Successful communication is a two-way street! Both parties must make the effort. Communication is as much a matter of human relationships as it is about transmitting facts whether over-the-phone, in a meeting, or giving a presentation. Effective communication will help to eliminate conflict in the workplace

39 Learn Act Grow February 2009


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