1. Effective Communication Skills Knowing what to say and how best to say it!
Your Name

2. Objectives At the end of this session you will be able to:
Communicate clearly and get your message across
Encourage others to open up and speak freely with you
Communicate confidently with people at all levels
Cope with difficult communication situations

3. “The way we communicate with others and with ourselves ultimately determines the quality of our lives”
Tony Robbins - Author

4. The successful sharing of ideas, feelings and information.
Communication is…
The successful sharing of ideas, feelings and information.

5. Three Communication Components
Verbal
Paraverbal
Non-Verbal

6. Communication Styles Active Logical Combiner Connector Thinker
Direct & animated
Quick to decide
Use language for impact
Confident
Jump in to fill pauses & silences
Logical
Strong opinions
Use language of extremes
Practical & realistic
Like structure
Need aim & evidence
Combiner
Connector
Approachable
Empathetic
Intuitive & rely on feelings
Subjective
Considerate
Thinker
Objective
Seek data & facts
Controlled
Think before speaking
Less concerned with emotions

7. Communication Attitude
Assertive
Aggressive
Passive
Passive-aggressive

8. Confident Communicators…
Take action and responsibility
Focus on courage, not fear
Speak from the heart
Build trust through empathy

9. What’s the difference between listening and hearing?

10. Active Listening L I S T E N Look interested Inquire with questions
Stay on target T
Test understanding E
Evaluate the message N
Neutralise your feelings

11. Styles of Questioning
Probing
Reflective
Direct
Hypothetical

12. Non-Verbal Communication
Facial Expression
Gestures
Posture
Touching
Personal Space

13. Non-verbal Communication Context
Words and Language
Motions and Feelings
Circumstances
Background
Conditions
Situations

14. Helping others understand you…
Be clear about your point
Consider what you say
Consider how you say it
Understand others views
Appreciate others situation
Invite questions and feedback

15. Confused Communication
So, can you have that report ready for next week?
Of course, no problem.
I have to have it ready for that meeting first thing Monday.
Phew. At least I have until next Friday now!

16. The Listener
Knowledge
Feelings
Timing

17. Difficult Communication
Listen
Ask Questions
Acknowledge Feelings
Empathise
Stay in Control
Speak Slowly
Give Evidence
Be Honest

18. Managing Criticism Agree to disagree Listen Reflect Ask Questions
Respond

19. Giving Criticism
Say it! But, Be Specific
Listen
Acknowledge
Respond

20. Constructive Criticism
Time and place
Explain how you feel
Do not accuse
One at a time
Next steps

21. Objectives At the end of this session you will be able to:
Communicate clearly and get your message across
Encourage others to open up and speak freely with you
Communicate confidently with people at all levels
Cope with difficult communication situations