1. Why are people skills important in delivering company objectives Interpersonal Skills and Communication

2. People behind Processes

3. Technical and behavioural competence Technical Plate-making Colour management MIS System Accounts Marketing Finance HR Customer Service Behavioural Customer Focus Communicating Openly Working as One Team Creating Improvements Driving Results and Performance Leadership Developing Self and Others Flexibility and Adaptability

4. Communication is Key There are 3 basic types of communication: words (7%) tone of voice (38%) body language (55%)

5. Listening You Your ears Your eyes Your heart Your undivided attention

6. Feedback Giving and receiving feedback is a skill and fundamental to effective communication Positive Feedback Negative Feedback Constructive Feedback Destructive Feedback

7. Influencing Stating Opinions Expressing Feelings Listening Asking Questions Disclosing Changing to suit others Putting self down Avoiding Light put downs Attacking Ignoring Asserting Pull Push Aggressive – “I don’t respect you” Passive – “I don’t respect me”

8. Questioning Skills From an early age we are encouraged to give answers but rarely taught how to phrase and ask questions: Closed Open Follow up Take a guess Hypothetical Either/Or Reflective Find the priority

9. Berne-Transactional Analysis

10. Adair

11. Tuckman-Stages in Group Development

12. Belbin- Team Roles

13. Honey and Mumford - 4 Learning Styles

14. Personal Development operations Finance people

15. Syndicate Work-15mins Please discuss potential barriers to communication in business Think outside the box!