Effective Communication ÁISEANNA TACAÍOCHTA Effective Communication Peer Support – 31 March 2015 Facilitator Eileen Daly

ÁISEANNA TACAÍOCHTA Communication To communicate effectively, we need to be familiar with the factors involved in the communication process (key terms used in communications theory) – then we can plan, analyze, solve problems and do better in our work / training

Key terms used in Communications Theory Sender – Person sending message Receiver – Person who receives message Message – Information sent Code Channel Communicate Noise – Level of interference Feedback – Confirmation that message was transmitted properly Context – Time and place

Why do we communicate? Survival Co-operation Personal Needs Relationships Persuasion Power Societal Needs Economic Information Making sense of the World Decision Making Self Expression

Communication Skills Effective communication involves: Listening Questioning Expressing yourself so that you are understood is a skill which can be perfected through many stages

Guide to Effective Communication As Receiver Pay attention Interpret and understand the message correctly Give Feedback

Guide to Effective Communication As Sender Think about your message carefully – what do you want to say? Choose your tone words carefully and be mindful of your tone. Remain calm & focused When and where will you talk to the person Check for Feedback

Stages of Communication Unconscious Incompetence You are aware that your lack of skill is leading to misunderstandings, misinterpretations, anxiety or frustration in the other person Conscious Incompetence You are aware that your communication skills are letting you down – you may be tactless or aggressive and leave the interaction knowing you could have handled things better Conscious competence Through developing your people skills, you know how to but still have to rehearse and plan what you say, how you say it, how better to listen and question in order to achieve positive interaction Unconscious competence With practice, excellent communication skills will become second nature and you will be recognised as an effective communicator.

Questioning Techniques There are three types of questions Non-directive questions Closed questions Leading questions

Non-Directive Questions Could you tell me about…..? Why do you think that….? How do you find dealing with….? What do you think about…? How did you manage to get here…? These are called Open Questions

ÁISEANNA TACAÍOCHTA The Leading Question When asking Leading Questions you are trying to force a particular response: You find our product useful, don’t you? It’s a lovely day, isn’t it? You are not going to cancel the order, are you?

Which question is the most useful? The Non-Directive question is the most useful because: You force the other person to talk You can obtain information about personal values, needs You demonstrate that you are interested You demonstrate you are listening You create an impression You obtain control over the progress of the discussion

Listening The ability to accurately receive information is as important as transmitting it. Refers to the ability of people to capture and understand the messages communicated Messages can be transmitted verbally or non verbally, clearly or vaguely.

Why listen? To develop mutual understanding To give and receive information To show interest in other people To develop relationships To give reassurance to others To gain reassurance from others To make appropriate responses

Listening We listen in two ways Actively – listening with our ears, eyes, body posture, interest, attention and open mind Selectively – listening with our preoccupations, prejudices, preconceptions

Actively Listening Bodily Behaviour – posture, body movements, gestures Facial expressions – smiles, frowns, raised eyebrows, Voice related behaviour – tone of voice, pitch, voice level, silences

Poor Listening Traps Waiting for your chance to interrupt Jumping to conclusions before hearing them out Getting side-tracked – `that reminds me.’ Letting your own prejudices and feelings get in the way Allowing external or internal `noise’ interfere

Assertive Communication Assertiveness is a way of thinking and behaving that allows a person to stand up for his or her rights while respecting the rights of others. Instead of shutting down communication, assertiveness encourages it, and promotes problem solving and agreement. 

Assertive Communication Assertiveness is all about developing a voice that is uniquely your own – one that reflects your deepest convictions and values. It is a means to express yourself, and also allows others to do the same – both with respect. It encourages reciprocity and balance.

Assertive Communication 80% of the battle is awareness. Observe and learn from those around you. Watching others and how they communicate can give you insight into what works and what doesn’t. Don’t be afraid to ask people you trust for feedback to help you become more self-aware, and provide the information you need to develop your confidence

Summary Communication must be relevant, timely and accurate. Effective employee communication requires that it is two-way, providing for upward and downward communication mechanisms. Effective operational communication requires that there is a cross flow of communication between functions. All employees have a role to play in ensuring that communication is effective.

Summary Effective communications requires listening as well as sharing of information. At times, particularly during change, not all information will be at hand and it may be necessary to go with 90% of the information

Finally Thank you for Listening Any Questions?