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Instructor: Hoang Anh Duy, MBA
Email: [email protected]
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ommun ca e or efirst meet
Stand up when you meet someone. Smile
Use eye contact
Introduce yourself actively Shake hand
Exchange name card
Remember his/her name for the 1sttime you meet him/her.
Listen to him/her.
Only call their nickname if they wish
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Space Distancing
Close space: 0 --> 50 cm
Private space: 50cm --> 1,2 m
Social space: 1,2 m --> 3,6 m
Public space: > 3,6 m
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Types of communication
Communication
Verbalcommunicatio
n
Non-Verbalcommunication
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Accuracy
Brevity
Clarity
ABCABC PrinciplePrinciple
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1. Clear
2. Complete
3. Concise
4. Correct
5. Courteous
6. Consistency
7. Cautious
5C & 7C Principle
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Ineffective Communication
Case 1:Today, the supervisor of a cakeshop received 50 cakes from thesupplier. She is so disappointedbecause she is sure that she phonedto order only 15 cakes yesterday.
These cake cannot be kept longer, soif they are not sold today, she has to
throw them away.Case 2: An insurance company sent
their offers to a large number of
customers. Some of these customers
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Case 3: A perfume firm advertised theirproducts during the interlude of aninternational football match because thisis an attractive program. However, theirsales did not increase.
Case 4: A company will rehearse aprevent-and-fight-fire program and boardof management will send a list ofemployees who should be involved in this
rehearsal.However, on the day of rehearsal, amanager doesnt receive the list, so he
decided all 40 employees in hisde artment sta there. This caused hi her
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Wrongmessage
Wrongmethod
Wrongobject
No message
Case 1
Case 2
Case 3
Case 4
WHY DO THEY COMMUNICATE INEFFECTIVELY?
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Non-Verbalcommunication
It is a transmission of messages bysome medium other than speech orwriting.
It could be visual or auditory signals. It is very necessary to realize as to
when & where to use them in place
of verbal communication. Body language & other non-verbal
cues occupy 93% of ourcommunication whereas speech
takes only 7%.
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Types of Non-verbalCommunication
Kinesics: Facial expressions, Postures &Gestures.
Oculesics: Eye Contact
Haptics:The communication of touch
Proxemics:The Communication ofspace & proximity.
Chronemics:The effect of time oncommunication
Smile
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Body Language
It is communication of personalfeelings, emotions, attitudes &thoughts through bodymovements.
Body Acting as a truth talker actions do speak louder thanwords.
http://images.google.co.in/imgres?imgurl=http://bp1.blogger.com/_U_NTD9Kf0wo/Rn9QCgvCcwI/AAAAAAAAACw/zsltnFidvSY/s320/body%2Blanguage.jpg&imgrefurl=http://winnerpost.blogspot.com/2007/06/body-language.html&usg=__J0p8JoaWNCeJbO5FF4RHNFBxVXA=&h=320&w=309&sz=25&hl=en&start=5&tbnid=jybcUmJIGlgqZM:&tbnh=118&tbnw=114&prev=/images%3Fq%3Dbody%2Blanguage%26gbv%3D2%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://bp1.blogger.com/_U_NTD9Kf0wo/Rn9QCgvCcwI/AAAAAAAAACw/zsltnFidvSY/s320/body%2Blanguage.jpg&imgrefurl=http://winnerpost.blogspot.com/2007/06/body-language.html&usg=__J0p8JoaWNCeJbO5FF4RHNFBxVXA=&h=320&w=309&sz=25&hl=en&start=5&tbnid=jybcUmJIGlgqZM:&tbnh=118&tbnw=114&prev=/images%3Fq%3Dbody%2Blanguage%26gbv%3D2%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://bp1.blogger.com/_U_NTD9Kf0wo/Rn9QCgvCcwI/AAAAAAAAACw/zsltnFidvSY/s320/body%2Blanguage.jpg&imgrefurl=http://winnerpost.blogspot.com/2007/06/body-language.html&usg=__J0p8JoaWNCeJbO5FF4RHNFBxVXA=&h=320&w=309&sz=25&hl=en&start=5&tbnid=jybcUmJIGlgqZM:&tbnh=118&tbnw=114&prev=/images%3Fq%3Dbody%2Blanguage%26gbv%3D2%26hl%3Den%26sa%3DG8/2/2019 Basic Communication Skills Duy Students
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Body language
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Contd.
Paralinguistic: Variations in pitch,speed, volume & pauses that conveymeaning.
Physical Appearance: Attire,accessories, etc..
Body language includes gestures,postures, facial expressions, eyecontact & physical appearance.
That is What we say? is less
important than How we say it?
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Obama bowing toconvention
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Dos & Don'ts of BodyLanguage
Dont cross your arms or legs
Have eye contact, but dont stare
Dont be afraid to take up somespace
Relax your shoulders
Nod when they are talking Dont slouch, sit up straight
Lean, but not too much
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Contd
Dont touch your face
Keep you head up
Use your hands more confidently Dont stand too close
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Speaking skills
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Voice
Tone
Emphasis
Volumn
Pronounce
Rhythm (Fluency) Speed
VD:
Youwill be promoted
You willbe promoted You will bepromoted
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3. SPEAKING STYLES
Direct:
Courteous:
Ironic/derisive
Allusion/Implication:
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4. Effective speakingskills
Thinking before speaking!
Prepare what you will say.
Gain listeners attention.
Speak briefly, easy to understand.
Use usual and popular statements and idioms.
Use suitable tone in the context.
Ask for feedback (repeat).
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LISTENING SKILLS
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Listen vs. Attentively listen
Listen Attentively listenOnly use ears
Physical process,
unconsciously
Receive sound byphysical respond
Use ears and brain/intellect
Analyze, select,
store and reject
Pay attention, analyze andunderstand
Passive process Active process
Li t i & Att ti l Li t
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Listening & Attentively Listenlevels
Li
sten
Atten
tivelyListe
n
Ignore
ng cm
Pretend
Select
Concentrate
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Listening Skills
Real listening is an active processthat has three basic steps.
Hearing. Hearing just means listening
enough to catch what the speaker issaying.
Understanding.The next part oflistening happens when you take what
you have heard and understand it inyour own way.
Judging. After you are sure youunderstand what the speaker has said,think about whether it makes sense
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Obstacles of attentivelylistening
Speaker (appearance, voice,styles)
Context/Environment (noise, large,)
Culture barriers (language, norms,beliefs,)
Background/Knowledge
Listeners feelings and attitudes(unhappy, arrogant, prejudice,
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Listening Skills
Tips for being a good listener:
Give your full attention on the person who isspeaking.
Make sure your mind is focused.
Let the speaker finish before you begin to talk.
Let yourself finish listening before you begin tospeak! You can't really listen if you are busythinking about what you want say next.
Li t i Skill
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Listening Skills Listen for main ideas.The main ideas are the most.
- They may be mentioned at the start or end of a talk, and
repeated.
- Pay special attention to statements that begin with phrases such
as "My point is..." or "The thing to remember is..."
Ask questions:
- If you are not sure you understand what the speaker has said,
just ask.
- It is a good idea to repeat in your own words what the speaker
said so that you can be sure your understanding is correct.
- For example, you might say, "When you said that no two zebras
are alike, did you mean that the stripes are different on each
one?"
Give feedback:
- Sit up straight and look directly at the speaker.
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WRITING SKILLOutline Style
Shows events in order as they occurred
Takes the audience on a journey through
a flowing presentation
States the problem, the whys, your solution,
and a summary
States the cause and explains the effects
Chronological
Narrative
Problem/ Solution
Cause/ Effect
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Outline Style
Divides the general topic into
several subtopics
Uses some or all of the what,
who, where, when, why, and
how questions
Topical
JournalisticQuestions
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Outline Format
OutlineFormat
Introduction
Body
Conclusion
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Writing Skills
The acronym AIDA is a handy tool forensuring that your copy, or otherwriting, grabs attention. The
acronym stands for:- Attention (or Attract)
- Interest
- Desire
- Action.
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Writing Skills
1. Attention/Attract In our busy world, everybody need to be quick
and direct to grab people's attention. Usepowerful words, or a picture that will catch thereader's eye and make them stop and readwhat you have to say next.
2. Interest This is one of the most challenging stages.
Gaining the reader's interest is a deeper
process than grabbing their attention. Helpthem to pick out the messages that arerelevant to them quickly. So use bullets andsubheadings, and break up the text to make
your points stand out.
Rhetoric is the ancient art of using language topersuade. If you use it well, your audience will
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Writing Skills
3. Desire
As you're building the reader's interest,you also need to help them understand
how what you're offering can help themin a real way. The main way of doing thisis by appealing to their personal needsand wants.
4. Action Finally, be very clear about what actionyou want your readers to take; forexample, "Visit www.ftu.edu.vn now formore information.
i
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Practice
Look at this letter to Mr. Cole (Head ofAccounting) and find out what mistakesMr. Brown (Head of marketing) made.
Correct them and draft a good letter.
From: Peter
To: Andy
Thanks for your ppt documents. I will take a look at them tonight
and feedback asap. OK?
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Questioning Techniques
Wrong questions - wrong answer!
Right questions can help to improvea whole range of communicationsskills, such as: better information andlearn more; stronger relationships,manage people more effectively and
help others to learn too.
O d Cl d
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Open and ClosedQuestions
A closed question usually receives asingle word or very short, factualanswer.
E.g. "Are you thirsty?" The answer is "Yes"or "No.
Open questions elicit longer answers,
usually begin with what, why, how. Anopen question asks the respondent forhis or her knowledge, opinion orfeelings.
E. . "Tell me" and "describe" can also
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Questioning Techniques
Open questions are good for:
Developing an open conversation:"What did you get up to onvacation?"
Finding our more detail: "What elsedo we need to do to make this a
success?"
Finding out the other person'sopinion or issues: "What do you think
about those changes?"
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Questioning Techniques
Closed questions are good for:
Testing your understanding, or the otherperson's: "So, if I get this qualification, I willget a raise?"
Concluding a discussion or making adecision: "Now we know the facts, are we allagreed this is the right course of action?"
Frame setting: "Are you happy with theservice from your bank?"
A misplaced closed question, on the otherhand, can kill the conversation and lead toawkward silences, so are best avoided whena conversation is in full flow.
Q ti i T h i
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Questioning TechniquesFunnel Questions
This technique involves starting with generalquestions, and then homing in on a point in eachanswer, and asking more and more detail at eachlevel.
Probing Questions
Asking probing questions is another strategy forfinding out more detail.
E.g. asking your respondents for an example, to helpyou understand a statement they have made.
At other times, you need additional information forclarification, "When do you need this report by, anddo you want to see a draft before I give you my finalversion?", or to investigate whether there is proof for
what has been said, "How do you know that the new
Questioning Techniques
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Questioning TechniquesLeading Questions
Leading questions try to lead the respondent to yourway of thinking:
With an assumption: "How late do you think that the projectwill deliver?".This assumes that the project will certainlynot be completed on time.
By adding a personal appeal to agree at the end: "Lori'svery efficient, don't you think?" or "Option 2 is better, isn'tit?"
Phrasing the question so that the "easiest" response is"yes" (our natural tendency to prefer to say "yes" than "no"plays an important part in the phrasing of referendumquestions): "Shall we all approve Option 2?" is more likelyto get a positive response than "Do you want to approveoption 2 or not?". A good way of doing this is to make itpersonal. For example, "Would you like me to go aheadwith Option 2?" rather than "Shall I choose Option 2?".
Giving people a choice between two options, both of whichyou would be happy with, rather than the choice of one
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Questioning Techniques
Probing questions are good for:
Gaining clarification to ensure you have thewhole story and that you understand itthoroughly; and
Drawing information out of people who aretrying to avoid telling you something.
Leading questions are good for:
Getting the answer you wantbut leaving theother person feeling that they have had achoice.
Closing a sale: "If that answers all of your
questions, shall we agree a price?"
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Questioning Techniques
Rhetorical Questions
Rhetorical questions aren't really questionsat all, in that they don't expect an answer.
They're really just statements phrased inquestion form: "Isn't John's design work socreative?"
People use rhetorical questions because theyare engaging for the listener as they aredrawn into agreeing ("Yes it is and I likeworking with such a creative colleague") rather than feeling that they are being "told"something like "John is a very creative
designer". (To which they may answer "So
s ng ues on ng
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s ng ues on ngTechniques
Open &Close
question
Rhetorical and
leadingquestions
Probingquestions
Funnelquestion
Learning
Relationshipbuilding
Managing andcoaching
Avoiding
misunderstandings
De-fusing aheated situation
Persuadingpeople
U i Q ti i
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Using QuestioningTechniques
Learning: Ask open and closed questions, and useprobing questioning.
Relationship building: People generally respondpositively if you ask about what they do or enquireabout their opinions. If you do this in an affirmative
way "Tell me what you like best about workinghere", you will help to build and maintain an opendialogue.
Managing and coaching: Here, rhetorical andleading questions are useful too. They can help get
people to reflect and to commit to courses ofaction that you've suggested: "Wouldn't it be greatto gain some further qualifications?"
Avoiding misunderstandings: Use probingquestions to seek clarification, particularly when
the consequences are significant.
U i Q ti i
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Using QuestioningTechniques
De-fusing a heated situation:You can calm an angry customer or colleague byusing funnel questions to get them to go into moredetail about their grievance.
This will not only distract them from theiremotions, but will often help you to make themfeel that they have "won" something, and nolonger need to be angry.
Persuading people:
No one likes to be lectured, but asking aseries of open questions will help others toembrace the reasons behind your point ofview."What do you think about bringing the sales