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Communication

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Communication

The Communication Process

Active Listening Skills

Non-verbal Communication

Constructive Feedback

Questioning Skills

Presentation Skills

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Introduction

Words should be used as tools of communication

and not as a substitute for action

-Anon

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Sender

Person 1 Channel Person 2

Context

Message

Receiver

Receiver

SenderFeedback

The Communication Process

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Factors inCommunication

Sending the Message

The Channel

Receiving the Message

Feedback

Context

Noise

The Communication Process

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Barriers to Listening Jumping to conclusions- Subjective/ Objective

Hearing what we want to hear

Formulating and rehearsing the response Being inattentive Having a closed mind

Feeling anxious or self-conscious

Subjective biases based on ignorance or prejudice

Linguistic/ Cultural issues

Active Listening Skills

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Listen openly to the other person Remove distractions

Be receptive and demonstrate so

Delay evaluation Relax, try not to be defensive

Ask for details

Ask appropriate questions If possible and appropriate take notes

Active Listening Skills

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Forms ofNon-verbalCommunication: Facial Expressions

Eye Gaze

Posture and Gestures Voice

Personal Space and Distance

Personal Appearance

Non-verbalCommunication

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Develop yournon-verbalCommunication: Use active listening skills

Develop awareness of your own non-verbal cues

monitor their likely impact on others Seek feedback from others

Question yourself

Non-verbalCommunication

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Feedback effectively: Be Specific- descriptive, not evaluative

Be problem oriented, not people oriented

Be responsible in feedback Accept new and perhaps adverse Information

Offer a solution

Deliver the feedback face-to-face

Constructive Feedback

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Questioning Skills

Type ofQuestion Use

Open Questions For more information

Closed Questions For specific information

Probing Questions For added detailEcho Questions To get the other back on track

Leading Questions To get the other to

think/reflect

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ProbingQuestions: Tell me more about that?

Can you tell me why?

Can you give me an example?EchoQuestions:

The bill you received?

you said that the plan is OK, how?

LeadingQuestions:

You understand what I'm saying, don't you?

You'll want to go ahead with this, won't you?

Questioning Skills

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Presentation Skills

Dealing with Presentation Accept the fear

Prepare well

Be realistic Relax, breathe deep

Behave as if you are feeling confident

Enter the presentation in a very deliberate way

Rehearse your presentation

Use other non-verbal cues to appear confident

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Plan yourPresentation: Set your objective

Understand your audience

Know your setting Write down the central theme of the talk

Write your outline

Develop your visual aids

Prepare your delivery notes

Deliver your presentation

Presentation Skills

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Techniques ofDelivery:

Use appropriate language and avoid jargon

Be suitably paced

Use visual aids appropriately Emphasize key points

Be verbally fluent

Be dynamic and varied Include carefully chosen examples

Avoid distractions

Seem natural and not contrived

Presentation Skills

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SummingUp

"Developing excellent communication skills is absolutely

essential to effective leadership. The leader must be able to

share knowledge and ideas to transmit a sense of urgency

and enthusiasm to others. If a leader can't get a message

across clearly and motivate others to act on it, then having a

message doesn't even matter."

-GilbertAmelio

President andCEO of National SemiconductorCorp.

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Any Questions?

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