Communication Skills

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Information about Communication Skills

Published on August 26, 2009

Author: Maharonga


Communication Skills : 1 Communication Skills UCDC Training Activity Contents : Contents Introduction Communication Process Barriers to Effective Communication Make a Great First Impression The Johari Window Tips for Presentation Skills Tips for Writing Skills Tips for Effective E-mail Tips for Listening Skills Implement Ice-Breaker Presentation Planning Checklist 2 I. Introduction : 3 I. Introduction Communication – the Definition Conveying your messages to other people clearly and unambiguously; and Receiving information that others are sending to you, with as little distortion as possible. Effective communication requires efforts from both sender and recipient; otherwise it would becomes: A process of fraught with errors A deranged message from the sender A misinterpretation by the recipient II. Communication Process : 4 II. Communication Process III. Barriers to Effective Communication : 5 III. Barriers to Effective Communication Filtering Sender manipulate info so that it will be seen more favorably by the receivers. Selective Perception People selectively interpret what they see on the basis of their interests, background, experience, and attitude. Information Overload A condition in which information inflow exceeds an individual’s processing capacity. III. Barriers to… (cont.) : 6 III. Barriers to… (cont.) Communication Apprehension Undue tension and anxiety about oral communication, written communication, or both. Emotions How a receiver feels at the time a message is received will influence how the message is interpreted. Language Words have different meanings to different people. III. Barriers to… (cont.) : 7 III. Barriers to… (cont.) Removing those barriers from the process: Ensure the message is properly organized, KISS it! Do not send too much information too fast Understand your audiences’ culture Be confidence and knowledgeable about the topic IV. Make a Great First Impression : 8 IV. Make a Great First Impression At a new encounter, you are evaluated and another person’s impression of you is formed. Be on time, be yourself, be at ease Present yourself appropriately A word about individuality A winning smile Be open and confident Small talk goes a long way Be positive, courteous, and attentive V. The Johari Window : 9 V. The Johari Window Johari Window: A communication model that can be used to improve understanding between individuals within a team or in a group setting. Two key ideas behind the tools: Individuals can build trust between themselves by disclosing information about themselves They can learn about themselves and come to terms with personal issues with the help of feedback from others V. The Johari Window : 10 V. The Johari Window V. The Johari Window : 11 V. The Johari Window Four ways of learning to improve communication: Self-disclosure: the process of enlarging the open quadrant vertically. People exchanges ideas and build trust among them. Feedback: receive feedback from others to eliminate the blind quadrant. This can enlarge the open quadrant horizontally. Self-discovery: the process of enlarging the hidden area horizon-tally. Try to know one’s self more and more. Shared discovery: the process to increase open area by inviting others to comment on your blind quadrant. By encouraging healthy self-disclosure and sensitive feedback, you can build stronger and more effective team. VI. Tips for Presentation Skills : 12 VI. Tips for Presentation Skills The only reason the presenter gave the talk is to communicate something to you. Ensuring your verbal message: Understand the purpose of the presentation KISS the message Be prepared Unforgettable delivery VI. Tips for Presentation Skills (cont.) : 13 VI. Tips for Presentation Skills (cont.) Understand the purpose of presentation Answer the W5H1 question Who: the audience, their interest, value – etc. What: the message you have & success criteria. How: the best way to convey your message. When: set timing; time to talk & time to silent. Where: physical context of the communication. Why: the reason audiences want to hear the msg. VI. Tips for Presentation Skills (cont.) : 14 VI. Tips for Presentation Skills (cont.) KISS the message Use your simple words Make your word clear and concise Keep in mind: “less is more” Be prepared Rehearse well and set proper timing Be mindful of the entire communication process Well-learn the topic and be ready for unexpected questions VI. Tips for Presentation Skills (cont.) : 15 VI. Tips for Presentation Skills (cont.) Unforgettable delivery Use examples to bring your points to life Keep your body language up-beat Don't talk too fast. Less is more here too. Pauses are effective Use a variety of tones of voice Use visual aids VII. Tips for Writing Skills : 16 VII. Tips for Writing Skills Written communication is concrete than other forms, so be alert that: Once something is in written form, it cannot be taken back. The use of slang words and jargon is an avoidance. Unless appropriately defined, try not to use abbreviations Symbols (such as ampersands [&]) shall not be used Clichés should be avoided, or at the very least, used with caution Brackets are used to play down words or phrases. Dashes are generally used for emphasis. Great care should ALWAYS be taken to spell the names of people and companies correctly. VII. Tips for Writing Skills (cont.) : 17 VII. Tips for Writing Skills (cont.) Numbers should be expressed as words when the number is less than 10 or is used to start a sentence (example: Ten years ago, my brother and I…). The number 10, or anything greater than 10, should be expressed as a figure (example: My brother has 13 Matchbox cars.) Quotation marks should be placed around any directly quoted speech or text and around titles of publications. Keeping sentences short is a plus. Whatsoever, you need to ensure your written communications are accurate and understood. VIII. Tips for Effective E-mail : 18 VIII. Tips for Effective E-mail Ensuring your e-mail is useful to recipient: Put subject lines as headlines Make one point per e-mail E-mail detailed in the very first paragraph Specify the response you want Be a good correspondent Clean out your email inbox each day, or if you don’t have enough time to reply, just inform the sender about your reception of the mail. IX. Tips for Listening Skills : 19 IX. Tips for Listening Skills Why do we listen? We listen to obtain information. We listen to understand. We listen for enjoyment. We listen to learn By having good listening skill, you can better influence, persuade, and negotiate; and avoid conflicts and misunderstandings. However, studies have found that we can capture the information only 25% to 50% of what we have heard. IX. Tips for Listening Skills (cont.) : 20 IX. Tips for Listening Skills (cont.) Keep in mind that the most important of “active listening” is that the listeners try to capture the message and also encourage the speaker to utter all or most of his words. Five key elements of active listening: Pay attention Show that you’re listening Provide feedback Defer judgment Respond appropriately - Look at the speaker directly. - Don’t mentally prepare a rebuttal. - Avoid being distracted by everything around. - Listen to the speaker’s body language. - Most importantly, listen to the speaker! No one else! - Nod occasionally - Smile and use other facial expression - Saying ‘yes’ or ‘uh huh’ to convey your attention - Posture as open to and inviting the speaker - Reflect what has been said by paraphrasing - Ask question to clarify certain points - Summarize the speaker’s comment periodically - Allow the speaker to finish - Do not interrupt with counterargument. - Be open and honest in your response - Assert your opinion respectfully - Treat others the ways you want to be treated X. Implement Ice Breaker : 21 X. Implement Ice Breaker Definition: An interactive and often fun sessions run before the main proceeding of an event. Benefits: Help people to know each other and buy into the purpose of the event. Push people to become more engaged and contributing in the proceeds; however, Drawbacks: A mere time-wasting activity if you use it in wrong way. An embarrassment for everyone involved. X. Implement Ice Breaker (cont.) : 22 X. Implement Ice Breaker (cont.) When to use ice breaker: Participants come from different backgrounds; People need to bond quickly so as to work towards a common goal; Your team is newly formed; The topics you are discussing are new or unfamiliar to many people involved; or You need to get to know participants and have them know you better . X. Implement Ice Breaker (cont.) : 23 X. Implement Ice Breaker (cont.) How to design a good ice breaker: Ensure the parallel between the ice breaker and the objectives of the event. Clarify the objectives of the ice breaker session. Ask yourself these questions: How will people become comfortable with contributing? How will you establish a level playing field for people with different levels and grades? How will you create a common sense of purpose? Will they feel the session is appropriate and worthwhile? X. Implement Ice Breaker (cont.) : 24 X. Implement Ice Breaker (cont.) How to implement a good ice breaker: KISS the breakers Design the session with specific objectives Ensure that it is appropriate and comfortable for those involved. The best way to use ice breaker is when people who do not usually work together, or may not know each other at all, meet for a specific, common purpose. XI. Presentation Planning Checklist : 25 XI. Presentation Planning Checklist To deliver an effective presentation, the below components should be well-considered: Presentation Delivery Appearance Visual Aids XI. Presentation Planning… (cont.) : 26 XI. Presentation Planning… (cont.) Presentation: Does your introduction grab participant’s attention and explain your objectives? Do you follow this by clearly defining the points of the presentation? Are these main points in logical sequence? Do these flow well? Do the main points need support from visual aids? Does your closing summarize the presentation clearly and concisely? Is the conclusion strong? Have your tied the conclusion to the introduction? XI. Presentation Planning… (cont.) : 27 XI. Presentation Planning… (cont.) Delivery: Are you knowledgeable about the topic covered in your presentation? Do you have your notes in order? Where and how will you present (indoors, outdoors, standing, sitting, etc.)? Have you visited the presentation site? Have you checked your visual aids to ensure they are working and you know how to use them? XI. Presentation Planning… (cont.) : 28 XI. Presentation Planning… (cont.) Appearance: Make sure you are dressed and groomed appropriately Behave in your audience’s expectations. Practice your speech standing (or sitting, if applicable), paying close attention to your body language, even your posture, both of which will be assessed by the audience. Visual Aids: Are the visual aids easy to read and easy to understand? Are they tied into the points you are trying to communicate? Can they be easily seen from all areas of the room?

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