Leadership skills

Interpersonal Interpersonal communication skillscommunication skills

What is communication ??

Myths Of Communication

1- We communicate only when we want to communicate.

2- Words mean the same thing to both the speaker and the listener.

3- We communicate chiefly with words.4- We believe what a person says, not how

he says it.5- Communication is one way flow of

information from the speaker to the listener.

What are the communication elements

??

The Communication Equation

Communication=

Sending + Receiving + Understanding

-verbal -listening -content -nonverbal -observing -intent ( vocal & -smelling

visual ) -touching -tasting

The impact of the Verbal & Non-Verbal

communication elements

Verbal7%

Vocal38%

Visual55%

The elements of communication

• Verbal ( the words & sentences ).

• Vocal ( the voice of the speaker ).

• Visual ( what we see of the speaker ).

** Writing ( the notes & words you write ).

How can we break down communication ?

• As you Speak …

• The Environment …

• As you Listen …

As you speak …

People may misunderstand you If …

• Your ideas are not clearly thought of.

• Your ideas are not based on accurate observations & information.

• You are not expressing your ideas in clear and simple language.

• You are not using vocal quality that supports the idea.

• You are not using body language that supports the idea.

• You are not using appropriate language for your listener.

The environment

Things are going on around us and distract us …

for example :

• Telephone calls.

• Traffic or machinery noise.

• Other people’s conversations.

As I listen

I may misunderstand what people say if …

• I do not have the same meaning for the words that people are using.

• I am neither paying attention to, nor correctly interpreting the emotional messages that people’s words, voice and body are sending.

• Something about our relationship prevents me from understanding or believing your message.

• I am distracted by something inside me , ( for example ; prejudices, perceptions, halos and pitch fork effects … ).

Verbal Skills

How can you improve and

enhance your interpersonal verbal communication skills ?

Verbal communication characteristics

• Keep your words & sentences simple & short

• Explain and provide examples.• Use clear, direct words.• Respect your listener.• Repeat your main ideas.• Check for understanding.

Standard Language

• Pronounce words & letters correctly.• Avoid making one word out of two

words.• Pronounce the whole word.• Avoid using slang.• Avoid ethnic slang.• Learn & use good grammar.• Expand your vocabulary.

1- Identify the main points of your message …

Ask your self …

• Can you summarize the ideas in a sentence ?

• Is the idea complex or detailed ?

2- Use examples and repetition …

WHEN…• The message is complex.• The listener has limited experience

with the concept.• The listener has little knowledge of

the situation.• The listener is unfamiliar with the

terminology you are using.

3- Use correct language …

• Use simple words & short sentences.

• Use jargon sparingly.

• Use specific words.

4- State things positively …

How could he do exactly what I told him not to do ?

Fact … Positive statements are clearer to

understand and easier to remember .

5- Tell why the message is important …

• They are more likely to pay attention.• They will feel that you respect them.• They are more likely to take the

action you are recommending.• They are more likely to remember

what you have said.• They are more likely to be motivated.

6- Check for understanding …

• While you are speaking, watch the listeners non-verbal cues.

• Ask specific questions.

• Ask the listener to repeat the message in his own words.

** Important verbal skills in the diverse workplace

• Avoid slang.• Speak neither slowly nor quickly.• Do not speak louder than normal.• Speak distinctly.• Check for understanding.• Use humor carefully.• Remember common courtesy.

Non-verbal communication skills

How can you improve and enhance your interpersonal non-verbal communication skills ?

Vocal Communication Characteristics

• Variety.

• Quality.

• Rate.

• Volume.

• Vocalized pauses.

Visual Communication Characteristics

• Eye contact.

• Posture.

• Gesture.

• Facial expressions.

1- Non-verbal communications can be

misunderstood … Ask your self …

• Have you ever found out that your nonverbal cues were misinterpreted by someone ?

• How did you find out ?• Did it cause problems ?• How did you react ?

2- Keep the verbal and non-verbal communication skills

in harmony and synchronize …

• Ask your self …

• Did you speak with someone and his words and non-verbals were contradictory ?

• Which cues did you feel contained the real message ?

• How did you react ?

3- Send the positive and eliminate the negative …

Positive

• Good eye contact• Appropriate gestures• Good posture• Good timing• Good space• Clean uniform• Smile

Negative

• Poor eye contact• Inappropriate gestures• Bad posture• Bad timing• Bad space• Dirty uniform• Scowl

4- Adapt non-verbals in a culturally diverse

environment

Fact … Nonverbal communication skills vary

from culture to culture.

Listening Skills

1. Listen for the total message.2. Don’t interrupt.3. Ask questions.4. Paraphrase.5. Use effective listening in the diverse

workplace.6. Adapt to different listening situations : ( Informational - Evaluative - Empathic

).

How to be good Informational listener ?

• Listen for the main idea of the speaker’s message.

• Listen for the speaker’s organizational method.

• Identify significant details.• Take notes.• Stay tuned during familiar topics.

How to be Evaluative listener ?

• Judge the idea , not the person.• Keep your emotions controlled.• Identify the speaker’s position.• Consider the speaker’s credibility.• Is the position supported with facts

or opinions ?

• Is the position logical ?• Does the speaker need to do more homework ?• Is there an opportunity for

compromise ?

How to be Empathic listener ?

• Avoid giving evaluative feedback.• Don’t provide directions.• Provide nonverbal feed back.• Restate the speaker’s idea in the

form of a question.• Listen for and paraphrase feelings.• Know your limitations.

Most managers don’t listen as well as they should …

The Grapevine

It is an unstructured, fast moving

communication net work that is surprisingly accurate .

As a manager your challenge is to keep it healthy and accurate .

• When you hear information via the Grapevine, It’s best to do this face to face.

• Identify informal group leaders & use them to circulate information.

• Keep your staff informed on a regular basis.

• Establish a communication resource person your staff will find honest to question.

Directions in communication

• Upward : Communicate with your boss.

• Downward : Communicate with your staff.

• Across : Communicate with your fellow managers.

Ground rules For reporting to your boss …

• What is appropriate ?

• When it is appropriate ?

• How it is appropriate ?

Communicating upward with

your boss …• Be sure that your message is important,

accurate and brief.• Communicate the bad news as well as the

good ones.• Keep your boss informed on a regular basis.• Don’t just present problems ; suggest

solutions.• Make an agenda and establish a clear

objective.• Timing is important.

Encourage your staff to communicate upward …

• Maintain an open-door policy.

• Listen non critically but objectively.

• React neither emotionally nor critically.

• Use good listening skills.

• Be sure that your employees know that you want values and need their ideas.

Communicate downward with

your staff …• Benefits of good staff

communication …

• You will identify potential problems.

• Gain staff commitment to you and to the property.

• Gather good and right information for planning and decision making.

Communicate across with fellow managers …

• Get to know personally your fellow managers on the team.

• Look at communication, as a chance to establish cooperative opportunities.

• Look for overlap, in areas of responsibilities for improving working relationships.

• Establish communication procedures and an ongoing system of information sharing.

• Take a “ big picture “ Perspective.• Give sincere and positive feedback.• Offer your help when appropriate.• Smile.• Discuss ways to improve

communication.• Invite other managers to spend

sometime in your department.