Presentation on theme: "Effective Communication"— Presentation transcript:
1 Effective Communication ÁISEANNA TACAÍOCHTAEffective CommunicationPeer Support – 31 March 2015Facilitator Eileen Daly
2 ÁISEANNA TACAÍOCHTACommunicationTo 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
3 Key terms used in Communications Theory Sender – Person sending messageReceiver – Person who receives messageMessage – Information sentCodeChannelCommunicateNoise – Level of interferenceFeedback – Confirmation that message was transmitted properlyContext – Time and place
4 Why do we communicate? Survival Co-operation Personal Needs RelationshipsPersuasionPowerSocietal NeedsEconomicInformationMaking sense of the WorldDecision MakingSelf Expression
5 Communication Skills Effective communication involves: Listening QuestioningExpressing yourself so that you are understood is a skill which can be perfected through many stages
6 Guide to Effective Communication As ReceiverPay attentionInterpret and understand the message correctlyGive Feedback
7 Guide to Effective Communication As SenderThink about your message carefully – what do you want to say?Choose your tone words carefully and be mindful of your tone. Remain calm & focusedWhen and where will you talk to the personCheck for Feedback
8 Stages of Communication Unconscious IncompetenceYou are aware that your lack of skill is leading to misunderstandings, misinterpretations, anxiety or frustration in the other personConscious IncompetenceYou 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 betterConscious competenceThrough 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 interactionUnconscious competenceWith practice, excellent communication skills will become second nature and you will be recognised as an effective communicator.
9 Questioning Techniques There are three types of questionsNon-directive questionsClosed questionsLeading questions
10 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
11 ÁISEANNA TACAÍOCHTAThe Leading QuestionWhen 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?
12 Which question is the most useful? The Non-Directive question is the most useful because:You force the other person to talkYou can obtain information about personal values, needsYou demonstrate that you are interestedYou demonstrate you are listeningYou create an impressionYou obtain control over the progress of the discussion
13 ListeningThe ability to accurately receive information is as important as transmitting it.Refers to the ability of people to capture and understand the messages communicatedMessages can be transmitted verbally or non verbally, clearly or vaguely.
14 Why listen? To develop mutual understanding To give and receive informationTo show interest in other peopleTo develop relationshipsTo give reassurance to othersTo gain reassurance from othersTo make appropriate responses
15 Listening We listen in two ways Actively – listening with our ears, eyes, body posture, interest, attention and open mindSelectively – listening with our preoccupations, prejudices, preconceptions
16 Actively ListeningBodily Behaviour – posture, body movements, gesturesFacial expressions – smiles, frowns, raised eyebrows,Voice related behaviour – tone of voice, pitch, voice level, silences
17 Poor Listening Traps Waiting for your chance to interrupt Jumping to conclusions before hearing them outGetting side-tracked – `that reminds me.’Letting your own prejudices and feelings get in the wayAllowing external or internal `noise’ interfere
18 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.
19 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.
20 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
21 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.
22 SummaryEffective 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