5 STEPS …COMMUNICATION Effective Communication Skills

5 STEPS …COMMUNICATION “We cannot solve our problems with the same thinking we used when we created them” -Albert Einstein

5 STEPS …COMMUNICATION What is Communication? Communication is the transmission of an idea or feeling so that the sender and receiver share the same understanding. Communication is not a mysterious process. It takes place when the ideas from your mind are transferred to another’s and arrive intact, complete, and coherent.

5 STEPS …COMMUNICATION Objectives Define and understand communication and the communication process List and overcome the filters/barriers in a communication process Practice active listening Tips to improve verbal and non verbal communication

5 STEPS …COMMUNICATION What are the most common ways we communicate? Spoken Word Written Word Visual Images Body Language

5 STEPS …COMMUNICATION The Communication Process SENDER (encodes) RECEIVER (decodes) Barrier Medium Feedback/Response

5 STEPS …COMMUNICATION Types of Communication One-way communication Two-way communication One to many

5 STEPS …COMMUNICATION Communication is not dependant only on ‘words’ ……it can also be through your ‘body language’ and ‘tonality’

5 STEPS …COMMUNICATION One sentence can ‘Make a big difference’…..

5 STEPS …COMMUNICATION Components of Communication Verbal Communication Vocal communication Non-verbal communication

5 STEPS …COMMUNICATION Features of Effective Communication Active Listening Eye contact Posture Simple language Questioning skills

5 STEPS …COMMUNICATION Benefits of effective communication Quicker problem solving Better decision making Steady work flow Strong business relations Better professional image

5 STEPS …COMMUNICATION Barriers to communication Noise Inappropriate medium Assumptions/Misconceptions Emotions Language differences Cultural differences Poor listening skills Use of jargon Distractions

5 STEPS …COMMUNICATION Five steps ……. Active Listening Questioning Technique Form Cocoon Engage yourself Don’t ‘Assume’

5 STEPS …COMMUNICATION Hearing Vs Listening Hearing – Physical process, natural, passive Listening – Physical as well as mental process, active, learned process, a skill Listening is hard. You must choose to participate in the process of listening.

5 STEPS …COMMUNICATION Active Listening The process of recognizing, understanding, and accurately interpreting communicated messages and responding to spoken and/or nonverbal messages. Steps to Effective Listening: Hearing Interpretation Evaluation Respond

5 STEPS …COMMUNICATION Pay attention. Give the speaker your undivided attention and acknowledge the message. Recognize that what is not said also speaks loudly. Look at the speaker directly. Put aside distracting thoughts. Don’t mentally prepare a rebuttal! Avoid being distracted by environmental factors. “Listen” to the speaker’s body language. Show that you are listening. Use your own body language and gestures to convey your attention. Nod occasionally. Smile and use other facial expressions. Note your posture and make sure it is open and inviting. Encourage the speaker to continue with small verbal comments like yes, and uh huh. Active Listening

5 STEPS …COMMUNICATION Provide feedback. Reflect what has been said by paraphrasing. “What I’m hearing is…” and “Sounds like you are saying…” are great ways to reflect back. –Ask questions to clarify certain points. “What do you mean when you say…” “Is this what you mean?” –Summarize the speaker’s comments periodically. Defer judgment. Interrupting is a waste of time. It frustrates the speaker and limits full understanding of the message. Allow the speaker to finish. Don’t interrupt with counter-arguments. Respond Appropriately. Active listening is a model for respect and understanding. You are gaining information and perspective. You add nothing by attacking the speaker or otherwise putting him or her down. Be candid, open, and honest in your response. Assert your opinions respectfully. Treat the other person as he or she would want to be treated.

5 STEPS …COMMUNICATION In brief

5 STEPS …COMMUNICATION oEliminate Noise oGet Feedback – Verbal & Body Signals oSpeak Slowly & Rephrase your sentence oDon’t Talk down to the other person oListen Carefully & Patiently Improving Verbal Communication- Tips

5 STEPS …COMMUNICATION Improving Body Language - Tips Keep appropriate distance Touch only when appropriate Take care of your appearance Be aware - people may give false cues Maintain eye contact Smile genuinely

5 STEPS …COMMUNICATION First Impression? It takes just a quick glance, maybe three seconds, for someone to evaluate you when you meet for the first time.

5 STEPS …COMMUNICATION Be on Time Be Yourself, Be at Ease Smile! Be Open Small Talk … Be Positive Be Courteous And Attentive

5 STEPS …COMMUNICATION How good is your communication? How well do you communicate?

5 STEPS …COMMUNICATION 56-75% Excellent! You understand your role as a communicator, both when you send messages, and when you receive them. You anticipate problems, and you choose the right ways of communicating. People respect you for your ability to communicate clearly, and they appreciate your listening skills % You're a capable communicator, but you sometimes experience communication problems. Take the time to think about your approach to communication, and focus on receiving messages effectively, as much as sending them. This will help you improve 15-35% You need to keep working on your communication skills. You are not expressing yourself clearly, and you may not be receiving messages correctly either. The good news is that, by paying attention to communication, you can be much more effective at work, and enjoy much better working relationships! The rest of this article will direct you to some great tools for improving your communication skills.

5 STEPS …COMMUNICATION Open Vs Closed Questions? Questioning Technique

5 STEPS …COMMUNICATION Tell me how you went about…?’ (open) ‘How did you prepare?’ (open – secondary) ‘What was your starting point?’ (probe) ‘So, what happened next?’ (probe) ‘Who else was involved?’ (probe) ‘And how did they respond?’ (probe) ‘What were your thoughts at that stage?’ (probe) ‘What were the main outcomes?’ (probe) ‘So, that took a total of six weeks?’ (closed – clarifying) ‘Was it your idea or someone else’s?’ (closed – clarifying) ‘And the patient made a full recovery?’ (closed – clarifying) ‘So, let me see if I’ve followed you…’ (checking – summary)

5 STEPS …COMMUNICATION "How many people were involved in the fight?" "About ten." "Were they kids or adults?" "Mostly kids." "What sort of ages were they?" "About fourteen or fifteen." "Were any of them wearing anything distinctive?" "Yes, several of them had red baseball hats on." "Can you remember if there was a logo on any of the hats?" "Now you come to mention it, yes, I remember seeing a big letter M like on those energy drinks on a hat." Some more examples….

5 STEPS …COMMUNICATION Form Cocoon Avoid any kind of side disturbances or disruptions by creating a cocoon around you which can help you concentrate more on the message of the speaker… ‘This can help you deliver better and build a trust for yourself’

5 STEPS …COMMUNICATION Unconscious mind informs both the people..he is interested in whatever I am saying…

5 STEPS …COMMUNICATION Engage yourself Show your interest and willingness to here the client….do not project at any stage that the client is secondary,that may lead to build distrust….

5 STEPS …COMMUNICATION “Assumption is communication’s greatest enemy” Don’t ‘Assume’

5 STEPS …COMMUNICATION

…in the new global and diverse workplace requires excellent communication skills! Success for YOU…