Communication skills ”seek first to understand than to be understood” Stephen Covey

Let’s start with the movie

Why communication Effective communication skills are critical element in your career and personal life Marketing We all must use a variety of communication techniques to understand and be understood

Why communication Half of what is said is heard Half of what is heard is listened to Half of what is listened to is understood Half of what is understood is believed Half of what is believed is remembered So it ends up remembering 1/32 of what is said

All communication methods are important in training but our emphasis will be upon the spoken word... since 70 % or all our communication efforts are: misunderstood, misinterpreted, rejected, disliked, distorted, or not heard (in the same language, same culture)!

Communication methods

Amount taught Communication levels

Types Of Communication Communication Intra-personal Inter-personal

Intra personal You and yourself If u cannot communicate with your self how can u communicate with others Talk with your self as anyone else Personal bank account

Interpersonal communication It is the process of sending and receiving information among people receiver feedback Sender medium

What’s that?? I know you believe you understand what you think I said BUT I am not sure you realise that what you heard is not what I meant

Emotional bank account Depositing and withdrawal Green vs. red line

Let’s play a PLAY

listening Seek first to understand

listening We filter every thing through our paradigm Listening types 1.Ignoring 2.Pretending 3.Selective 4.Attentive 5.empathetic

Empathic listening I don't care how much you know until I know how much you care It takes time EBA Listen with your heart

Techniques to improve listening skills Paraphrase Restate what was said in your own words Summarize Pull together the main point of a speaker Question Challenge speaker to think further clarifying both your and their understanding

Barriers to listening Takes time Takes a clear mind Emotional state Noise and verbal clutter Boredom Shrinking attention

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Modes of communication Verbal Pace  Power  Pause  Non-Verbal Appearance Body language Eye contact Manners Visuals

Verbal Communication Effective use of words Using effective words Tailoring words Speech rate Loudness Asking questions

Speaking behaviors Importance of body language Importance of words Importance of voice tone Non - verbal communication

Non-verbal communication ‘ Body Language’ t Face(95%) t Arms(90%) t Body Angle(80%) t Hands(70%) t Legs (50%)

Non-Verbal Communication ‘Space and physical contact’ Distance during interaction Touching

Non-verbal communication -Appearance Dress like the customer -Visuals -Manners

Game

Barriers to communication Judging Sending solutions Finishing other sentences Preparing our response before someone has finished speaking Filtering contents or meaning based on the speaker avoiding

finally Communication is a two way process in order to have good communication -listen to understand -understand before speaking -Speak to be understood -seek understanding before proceeding -repeat

20% 80% Personality Character What you say and do What people can see What you really are Your inside Final word