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Verbal CommunicationSkills
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BoazUniversity Tom Atkinson
Based on the presentation of Tom Atkinson,Boazii University, May 6, 2004
Some minor additions by Dr. Enis Karaarslan,
Mula University Computer EngineeringDepartment, March 2013
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Communication Skills Overview
Effective communication skills are a
critical element in your career and
personal lives.
We all must use a variety of
communication techniques to both
understand and be understood.
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Most common ways to communicate
Writing
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Communication Goals
To change behavior
To get action
To ensure understandingTo persuade
To get and give
Information
Source: CGAP Direct
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Critical success factor for life
The majority of your
perceived ability comes from
how you communicate
70% How you
communicate it
30% What you know
Source: CGAP Direct
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Listening Skills
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letiimin 4 unsurundan (Okuma , yazma ,konuma ve dinleme) biri olan dinleme, hakettii dikkati ve nemi grmemektedir. Bize
okumay, yazmay profesyonel eitimcilerretti . Konumay renirken de ailedeherkes seferber oldu . Fakat hi kimse etkindinlemenin nasl olacan retmedi. [1]
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Etkin/etkili dinleme sadece sylenilenleriduymak deil, ayn zamanda bu sylenenleri
nemli bulmak, kavramak ve
deerlendirmektir. [2]
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Agenda
1. Motivation2. How to Listen
3. Paraphrasing, Summarizing and
Questioning
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Part 1
Motivation
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Session Objectives
Be able to: Describe reasons that communication fails
List strategies to improve communication
Paraphrase (izah etmekyorumlamak) andsummarize conversations
Use appropriate questioning techniques
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Listening and Speaking are used a lot
9%
16%
30%
45%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Writing Reading Speaking Listening
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But not taught enough
9%
16%
30%
45%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Writing Reading Speaking Listening
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Listening is needed everywhere
Listening skills form the basis of: Continued learning
Teamwork skills
Management skills Negotiation skills
Emotional intelligence
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But not practiced effectively
70% of all communication is Misunderstood
Misinterpreted
Rejected Distorted (arptlm)
Not heard
Source: CGAP Direct
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Further Reading
Etkin dinleme (active listening) nedir venaslyaplr
http://enisden.wordpress.com/2011/04/12/etkin
-dinleme-active-listening-nedir-ve-nasil-yapilir/
http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/7/29/2019 Verbal Communication Skills
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Part 2
How to Listen
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Harry always was a poor listener.
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What if communication were not possible?
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Frustration (hsran) and Chaos!
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Both children want the orange
B t ith t d li t i ith t
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But without good listening, neither getswhat they want
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Communication
SENDER RECEIVER
Feedback
receiver sender
Communication is the process of sending andreceiving information among people
Source: CGAP Direct
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Messages not delivered due to distortion(arptma /bozulma)
Sender Receiver
Feedback
Distortion
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What causes distortion?
Speaker Language
Wordiness
Semantics
Emotions
Inflections (tonlama)
Listener Perceptions (alg)
Preconceived (n yargl)notions/expectations
Physical hearing problem Speed of thought
Personal interests
Emotions
Attention span (dikkat
dankl)
No active listening!
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What do you think about?
I have somethingreally important to
tell youMaybe I should
get a haircut
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30% of you arent payingattention right now!
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Clues that you are not listening
Are you simply waiting for your turn to talk? Are you thinking about your reply before the
other person has finished talking?
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Listening and speaking require energy
Listening takes. . . concentration and energy
curiosity and open-mindedness
analysis and understanding
Speaking requires. . .
sharp focus
logical thinking
clear phrasing
crisp (kesin) delivery
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How to be an active listener
Set the stage Choose an appropriate physical environment
Remove distractions
Be open and accessible
Maintain relaxed, open posture that shows concentration Ensure mutual (karlkl) understanding
Reflect feelings
Offer acknowledgements (say uh-huh)
Paraphrase (yorumla) main ideas Interrupt to clarify
Confirm next steps
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How to be an active listener
Understand body language Observe position and posturing (poz)
Make eye contact
Consider expression and gestures
Suspend (ertele) judgment (yarg) Concentrate
Keep an open mind
Hear the person out
Do not react to emotive (duygulandrc) words
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Active Listening (not!)
Behaviors that hinder (mani olan) effective listening Act distracted (look at your watch!)
Tell your own story without acknowledging theirs
Give no response
Invalidate (geersiz klmak) response, be negative Interrupt
Criticize
Diagnose (tan koymak) what was said Give advice/solutions quickly Change the subject
Reassure (tekrar temin etmek) withoutacknowledgment (onaylama)
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Lets practice
Tell the person next to you about yourResearch Project
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Tell me your stories
Do you feel your partner understood you? What made your partner easy/hard to listen to?
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Part 3Paraphrasing, Summarizing and
Questioning
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Techniques to improve listening skills
PARAPHRASE
Restate what wassaid in your own
words
SUMMARIZE
Pull togetherthe main points
of a speaker
QUESTION
Challenge speakerto think further,
clarifying both yourand their
understanding
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Practice Paraphrasing
Paraphrasing is simplyrestating what another
person has said in your
own words.
Use phrases such as:
In other words
I gather that
If I understand what youare saying
What I hear you sayingis
Pardon my interruption,
but let me see if Iunderstand youcorrectly
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Practice Summarizing
Summarizing pullsimportant ideas, facts or
data together.
Useful for emphasizing key
points and setting the stage
for further discussion.
The person summarizing
must listen carefully in
order to organize the
information systematically.
Try out thesesummarizing phrases:
If I understand youcorrectly, your main
concerns are These seem to be the
key ideas you have
expressed
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Two basic types of questions
1. Closed questions: Get a one-word response and inhibit (engellemek) thought.
Questions begin with who, when and which
2. Open-ended questions: Invite unique thought, reflection (yansma) or an
explanation.
Questions begin with how, what and how come (not why!).
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Practice Questioning
Rephrase the following closed questions tomake them open-ended:
1. Are you feeling tired?2. Isnt it a nice day?
3. Was the last activity useful?
4. Is there anything bothering you?5. So everything is fine, then?
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Lets practice
Tell the person next to you what you did lastweekend
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Questions?
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Feedback
Give an assessment of todays session What did you like most and least?
Assess the verbal presentation?
Assess the slides?
How useful do you think this topic will be for
future classes on communications?