Outstanding communication skills

Housekeeping › mobile phones › break times › toilets › emergencies © smallprint 2

Workshop overview At this workshop the following will be addressed: › communication skills › communication difficulties › verbal and non-verbal communication › writing and electronic communication © smallprint 3

Workshop expectations What do you know about the topic? What do you need to know? What outcomes do you expect from this workshop? © smallprint 4

Introductory activity © smallprint 5 Unlocking your ability to communicate well

Topic 1 © smallprint 6 Communication concepts

‘The greatest problem in communication is the illusion that it has been accomplished.’ (George Bernard Shaw) © smallprint 7

‘Words are, of course, the most powerful drug used by mankind.’ (Rudyard Kipling) © smallprint 8

Body language ‘The most important thing in communication is to hear what isn't being said.’ (Peter F. Drucker) © smallprint 9

Activity © smallprint 10

Topic 2 © smallprint 11 Preventing poor communication

© smallprint 12 ‘The greatest compliment that was ever paid to me was when someone asked me what I thought, and attended to my answer.’ (Henry David Thoreau)

Listening skills © smallprint 13

Opportunity ‘When written in Chinese, the word "crisis" is composed of two characters. One represents danger and the other represents opportunity.’ (John F Kennedy) © smallprint 14

Activity © smallprint 15

Consider this procedure © smallprint 16

Topic 3 © smallprint 17 Effective communication strategies

Assertiveness ‘The basic difference between being assertive and being aggressive is how our words and behaviour affect the rights and well being of others.’ (Sharon Anthony) © smallprint 18

‘Half of the troubles of this life can be traced to saying yes too quickly and not saying no soon enough.’ (Josh Billings) © smallprint 19

‘Feedback opens your eyes.’ (Vadim Kotelnikov) ‘Asking the right questions takes as much skill as giving the right answers.’ (Robert Half) © smallprint 20

Difference is…. © smallprint 21 Diversity ‑ the quality of being different and unique at an individual or group level. Valuing diversity ‑ appreciating and respecting the worth and contribution of human differences.

The Johari Window © smallprint 22 Known to self and others Unknown to self Unknown to others Unknown to self and others Quadrant 1 OPEN AREA Information shared with others Quadrant 2 BLIND AREA Information known to others but not to self Quadrant 4 UNKNOWN AREA Sub-conscious or unconscious information Quadrant 3 HIDDEN AREA Information we choose not to share

Changing quadrants © smallprint 23 Known to self and others Unknown to self Unknown to others Unknown to self and others Quadrant 1 OPEN AREA Information shared with others Quadrant 2 BLIND AREA Information known to others but not to self Quadrant 4 UNKNOWN AREA Sub-conscious or unconscious information Quadrant 3 HIDDEN AREA Information we choose not to share At the start of a personal or work based relationship: Uncertainty, anxiety or fear. Need to develop trust.

Building trust © smallprint 24 Known to self and others Unknown to self Unknown to others Unknown to self and others Quadrant 1 OPEN AREA Communication Disclosure Reliability Trust Quadrant 2 BLIND AREA Feedback Quadrant 4 UNKNOWN AREA Quadrant 3 HIDDEN AREA Relationship. Working together.

Requests The act of asking for something to be given or done, especially as a favour or courtesy. A solicitation or petition. © smallprint 25

Promises A declaration or assurance that one will do a particular thing or that guarantees that a particular thing will happen. © smallprint 26

Activity © smallprint 27

Topic 4 © smallprint 28 Electronic/ written communication

‘Telephones are a point to point communication system whose most basic function is to allow two people separated by large distances to talk to each other.’ (Wikipedia) © smallprint 29

Writing © smallprint 30

Electronic mail - a method of exchanging digital messages from an author to one or more recipients - using the Internet. © smallprint 31

Activity © smallprint 32

Summary Before leaving today please share: › 1 thing you learned › 1 new practice you will undertake at work › 1 activity you enjoyed Thankyou for your attendance and participation. © smallprint 33