Communication September 2013

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Information about Communication September 2013
Career

Published on September 20, 2013

Author: TimHolden

Source: slideshare.net

Description

Half day open training event in Mississauga, Ontario.

Communicating better by Toronto Training and HR September 2013

CONTENTS 5-6 Definition 7-8 Types of communication 9-10 Communication styles 11-12 The communication process 13-16 Elements of communication 17-18 Skills of communication 19-20 Communication relationships 21-22 Six components of the process 23-25 Characteristics of effective communication 26-27 Barriers to communication 28-29 Responses or roles that can cause problems 30-31 Intrapersonal communication 32-33 Listening 34-35 Body language 36-37 Verbal faux pas 38-39 Social media 40-41 Breaking bad news (healthcare) 42-43 Communication competence 44-45 Strategic flexibility 46-47 Communicating for change management 48-49 What format should be used? 50-51 Conclusion and questions Page 2

Page 3 Introduction

Page 4 Introduction to Toronto Training and HR Toronto Training and HR is a specialist training and human resources consultancy headed by Timothy Holden 10 years in banking 10 years in training and human resources Freelance practitioner since 2006 The core services provided by Toronto Training and HR are: Training event design Training event delivery Reducing costs, saving time plus improving employee engagement and morale Services for job seekers

Page 5 Definition

Definition • Communication • Fulfilling needs Page 6

Page 7 Types of communication

Types of communication • Downwards • Upwards • Lateral or horizontal Page 8

Page 9 Communication styles

Communication styles • Passive • Aggressive • Passive-aggressive • Assertive Page 10

Page 11 The communication process

The communication process Page 12 Reading 16% Writing 9% Speaking 30% Listening 45%

Page 13 Elements of communication

Elements of communication 1 of 3 • Senders and receivers • Messages • Channels • Feedback • Blocks • Setting Page 14

Elements of communication 2 of 3 Page 9

Page 9

Page 17 Skills of communication

Skills of communication • Oral • Written • Non-verbal Page 18

Page 19 Communication relationships

Communication relationships • Non-recognition relationships • Conflictual relationships • Collaborative relationships • Negotiative relationships • Competitive relationships Page 20

Page 21 Six components of the process

Six components of the process • The sender initiates a message • The content of the message is determined • The message is sent through a verbal or electronic or physical channel • The message is received by the receiver • The message is processed by the receiver • The receiver provides feedback, questioning or agreeing with the meaning and intentions of the message Page 22

Page 23 Characteristics of effective communication

Characteristics of effective communication 1 of 2 • The message • The sender • The channel • The receiver Page 24

Characteristics of effective communication 2 of 2 • Effective verbal communicators • Effective non-verbal communicators Page 25

Page 26 Barriers to communication

Barriers to communication • Sender • Receiver • External barriers Page 27

Page 28 Responses or roles that can cause problems

Responses or roles that can cause problems • Placater • Blamer • Computer • Distracter Page 29

Page 30 Intrapersonal communication

Page 9

Page 32 Listening

Listening • Basic reasons we do not listen • Levels of listening • Improving listening skills • Active listening • Sins of not listening • Helping and hindering • Listening for a conclusion • Taking notes • Following directions Page 33

Page 34 Body language

Body language • Postures and gestures • Eye contact • Orientation • Presentation • Looks • Expressions of emotion Page 35

Page 36 Verbal faux pas

Verbal faux pas • “Let me be honest with you” • “Kinda”, “Sorta” and “Wanta” • “I’ll try” • “I have to…” • “You know” or “You know what I mean” Page 37

Page 38 Social media

Social media • How does Canada compare? • Why not implement/expand? • What is it used for? • Who is the audience? Page 39

Page 40 Breaking bad news (healthcare)

Breaking bad news (healthcare) • Prepare • Find out what the patient knows • Find out what the patient wants to know • Share the information • Respond to emotions • Plan follow-up Page 41

Page 42 Communication competence

Communication competence • Definition • Knowledge • Skill • Motivation • Elements of communication competence Page 43

Page 44 Strategic flexibility

Strategic flexibility • Definition • Steps needed Page 45

Page 46 Communicating for change management

Communicating for change management PURPOSES • To motivate • To guide • To provide place Page 47

Page 48 What format should be used?

What format should be used? • With whom am I communicating? • What is the direction within the organization? • What is the formality expectation? Page 49

Page 50 Conclusion and questions

Page 51 Conclusion and questions Summary Videos Questions

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