communication skill development

8/10/2019 Communication Skill Development

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Examples of Miscommunication!


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Five Skills of Communication

Speaking

Listening

Reading

Writing

Nonverbal

Communications


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4

The Power of Listening

Seek first to understand, then be

understood.

- Stephen Covey


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5

Listening vs. Hearing

Hearing- Physical process;

natural; passive

Listening- Physical & mental

process; active; learned process;a skill

Listening is hard!

You must choose to participate inthe process of listening


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Percentage of Communication

Mode of

Communication

Formal Years

of Training

Percentage of

Time Used

Writing 12 years 9%

Reading 6-8 years 16 %

Speaking 1-2 years 30%

Listening 0-few hours 45%


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Why Be A Good Listener?

Needs of others

To be recognizedand remembered

To feel valued

To feel appreciated

To feel respected

To feel understood

To feel comfortableabout a want or need


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Be Empathetic

Dont Over

Talk

Make Eye

Contact

Exhibit Affirmative

Head Nods and

Appropriate Facial

ExpressionAsk Questions

Avoid Distracting

Actions or

Gestures

Paraphrase

Avoid

Interrupting

Speakers

Active

Listening

Effective Listening


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Speaking


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A= Appreciatethe organizers

B= Bestthing to do today.

C= Careabout the topic being discussed

D= Dangeris that we may forget and not apply

the learning..E= Electroniccommunication is the way of the

world

F= Finally, I believe you will learn many things

from this discussion and will apply at least

one thing in your personal or professional life!

A2F Method of Speaking


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Regulate your pace of talking

Modulate your voice

Use intonationMaintain eye contact

Learn to Listen and not hear

Take short pauses

Tips For Effective Speaking1/2


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Think before you talk

Use facial expression

Use wide range of vocabulary

Understand and respect your audience/theperson

Learn to read and understand non verbal

language

Keep it short and simple (KISS)

Tips For Effective Speaking2/2


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Reading


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Writing


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A blind boy sat on the steps of a building with a hat by his feet. He

held up a sign which said: "I am blind, please help." There were

only a few coins in the hat

A man was walking by. He took a few coins from his pocket and

dropped them into the hat. He then took the sign, turned it around,

and wrote some words. He put the sign back so that everyone who

walked by would see the new words

A True Story1/3


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Soon the hat began to fill up. A lot more people were giving money

to the blind boy. That afternoon the man who had changed the sign

came to see how things were. The boy recognized his footsteps

and asked, "Were you the one who changed my sign this morning?

What did you write?"

The man said, "I only wrote the truth. I said what you said but in a

different way."

A True Story2/3


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What he had written was: "Today is a beautiful day and I

cannot see it."

Do you think the first sign and the second sign were saying

the same thing?

A True Story3/3


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Nonverbal Communication:One cannot not communicate!

1. Body Language

2. Eye Contact

3. Space Communication

4. Touch/Handshakes5. Facial Expression

6. Paralanguage

7. Silence

8. Appearance

9. Body Odor


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Body Language

Posture

Gesture


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Eye Contact

Angry stare

Hiding

Glance

Gaze

Peep


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Space Communication

Intimate Space - 0-18

Personal Space - 18- 4

Social Space - 4 12

Public Space - 12>


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Touch/Handshake

Dead fish handshake

Electrifying handshake

Fingershake


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Facial Expressions

Happy Sad Angry

Surprised Fear Confused


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Paralanguage

Volume

Tone

Pitch


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Silence

Silence can mean:

Ignorance/inattention

Anger

Depression Romance!


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Appearance


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Body odor


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Interpersonal

Communication Barriers

FilteringNational

Culture Emotions

LanguageInformation

Overload

Defensiveness

Interpersonal

Communication


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Barriers to Effective

Interpersonal Communication1/2

Filtering

The deliberate manipulation of

information to make it appear more

favorable to the receiver

Emotions

Disregarding rational and objective

thinking processes and substituting

emotional judgments when interpretingmessages


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Barriers to EffectiveInterpersonal Communication2/2

Information Overload

Being confronted with a quantity

of information that exceeds an

individuals capacity to process it

Defensiveness

When threatened, reacting in a

way that reduces the ability to

achieve mutual understanding


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Barriers to EffectiveInterpersonal Communication2/3

Language

The different meanings of and

specialized ways (jargon) in which

senders use words can cause receiversto misinterpret their messages

National Culture

Culture influences the form, formality,

openness, patterns and use of

information in communications


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Overcoming the Barriers to EffectiveInterpersonal Communications

Use Feedback

Simplify Language

Listen Actively

Constrain Emotions

Watch Nonverbal Cues


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The Grapevine

An informal organizational communicationnetwork that is active in almost everyorganization

Provides a channel for issues not

suitable for formal communicationchannels

The impact of information passedalong the grapevine can be countered

by open and honest communicationwith employees


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Politically Correct Communication

Do not use words or phrases that

stereotype, intimidate, or offend

individuals based on their differences

Instead, choose words carefully tomaintain as much respect and clarity as

possible in communications


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