Effective Communication Skills
- 1. Effective Communication Skills Prepared & Delivered By: Mohammed Abbas Copyrights @ Mohammed Abbas
- 3. Table of Content Introduction to Communication Communication Barriers Oral communication Written communication Non verbal communication Do’s & Don’t in Communication
- 5. What would Happen in this world without Communication
- 6. My Objective To Help you to Communicate effectively. To Understand the habits and barriers of effective communication. To Use skills of assertive communication and active listening. To Speak with more clarity, confidence and credibility. To Build a high trust environment. To Manage conflict situations. To Be motivated for better communicators.
- 7. It’s not about what you know ,it’s about whom you know
- 8. Introduction to communication Introduction to communication
- 9. 1-The Meaning of Communication • A process by which information is exchanged between individuals through a common system of symbols, signs or behavior. • Communication is a two-way process which involves: 1) Listening to others (Receiving) messages 2) Asserting/Expressing (Sending)
- 10. Key elements in Communication
- 12. Communication Rights and Responsibilities Rights Responsibilities 1. You have the right to be 1. You have the responsibility to treated with respect. treat others with respect. 2. You have the right to have 2. You have the responsibility to and express your own listen to the opinion of others. opinions. 3. You have the responsibility to 3. You have the right to ask for acknowledge and address what you need in order to be the needs of others. effective. 4. You have the responsibility to 4. You have the right to set respect the limits and reasonable limits. boundaries of others.
- 13. Styles Of Communication Passive Assertive Aggressive • Accepts • Both exercises Demands but responsibilities. and extends does not extend “rights” and “rights”. • Extends but does responsibilities. not feel entitled Does not accept to “rights” . responsibilities.
- 14. Whether spoken or unspoken messages should contain most of these elements
- 15. Communication tools • Listening • Speaking • Writing • reading All of them can be learned and improved
- 16. How we get and use information
- 17. Video (1)
- 18. How toTo Make our ideas clear make our ideas clear
- 19. Use the Lions Approach
- 20. Language Easily Understood Lions Approach
- 21. illustrations Lions Approach
- 22. Organize thoughts Lions Approach
- 23. Lions Approach Narrow Subject To Key points
- 24. Summarize your Point Of View Lions Approach
- 25. 2-Communication Barriers
- 26. Reasons for Communication Barriers Existance False Assumptions. Fears. Gap Generation. Values & Attitudes. Information Overloads. Trust & Honesty. Cross Culture Diversity
- 29. •Hearing is a physical ability while listening is a skill •Listening skills allow one to make sense of and understand what another person is saying
- 30. Types of Listening Ignore: We Don’t Listen
- 31. Types of Listening Pretend: we give verbal or physical evidence to indicate that we are listening, but we are not.
- 32. Types of Listening Selective: we listen for what we want to hear or for an opportunity to interrupt.
- 33. Types of Listening Attentive: we listen Carefully for Meaning.
- 34. Types of Listening Empathetic: we listen to Accurately receive the message from the sender’s point of view.
- 35. How to Improve Your Listening Skills By not being Preoccupied. Being Open Minded & Non Defensive. Minimizing Interruptions. By Asking Questions. Be Patient for the entire message
- 36. Hitler Fails in World Invasion after his refuse to listen to his consultants to get out of Russia before winter …. and Thank God
- 37. Speaking Skills
- 38. Speaking is the productive skill in the oral mode How to Build a Rapport while speaking
- 39. Give Your Listeners Sincere Appreciation
- 40. Talk in Terms of Your Listener’s Interests
- 42. Play yourself Down – Not Up..
- 43. Say “We” Not “I”…
- 44. Don’t Talk in woody, scowling face and upbraiding Voice
- 45. Asking questions
- 46. Questions Types of Questions 1) Close-ended questions: to clarify, answered by yes or no. (Are you ill today?) 2) Open-ended questions: to get more information. (how are you feeling today) 3) One-point solution: to identify an urgent concern or leads to a specific answer. (tell me one thing indicates that you are feeling tired?)
- 47. To enhance your response Use the Ladder Technique L look at the Other Person. A Ask Questions. D Don’t Interrupt. D Don’t Change the subject. E Express Emotion With Control. R Respond Appropriately.
- 48. Puzzle Game
- 50. Conflict Management To deal effectively in a conflict situation • Listen carefully to determine the nature of the conflict. • Identify areas of Agreement. • Allow the other person a way out.
- 51. Telephone Skills
- 52. Telephone skills and Value technique To Improve your telephone Skills use the Value technique: • Verify what is being said. • Acknowledge feelings. • Listen actively. • Use simple language. • Eliminate negative words. P.s: smile when you answering the phone call ,it shows in your voice
- 54. Video (2)
- 55. Written communication • By Memos ,letters, notes,reports,faxes,websites and emails To Improve your Written skills 1. Keep writing simple Ex 1:We made a decision…..we decided Ex 2:With reference to ……concerning. 2. Keep writing positive. (By Avoiding negative words) 3. Keep writing accurate. (using short words, sentences and paragraphs)
- 56. Writing Emails To improve your written skills in emails Use the (Netiquette) technique . • Avoid using CAPITAL LETTERS. • Always include the original emails when reply, people may not remember the original topic you replied on. • Spell check and proof read your email before sending. • Always fill in the subject line, it • really frustrating to receive an email with no title. • Use a signature including your personal details
- 58. Effecting behavior change Three tools at least to use to effect behavior change 1-Negotiation : arranging or managing through discussion or compromise. 2-Mediation: intervening in conflict with intent to resolve through discussion.
- 60. The Magic Formula 1- Incident : Describe what Happened 2-Action : Explain what you want the listener to do. 3-Benefit: Relate the benefit of Taking the Action
- 61. Some times People have Ideas ,thoughts but Can’t Deliver it Properly
- 63. Using the Magic Formula helps them get better at convincing others
- 64. Ok. Ok.
- 65. Yupeeeee….It works Ok. Ok. Ok. Ok. Ok.
- 66. Six Principles of Persuasion
- 67. 1-Reciprocity: We feel obligated to return favors to people who have done favors for us in the past.
- 68. 2-Scarcity: We value scarce information and commodities more than things that are in abundance.
- 69. 3-Authority: We believe what trustworthy and credible experts say.
- 70. 4-Commitment :We are most likely to do what is consistent with what we have done in the past
- 71. 5-Consensus: We trust the power of the crowd and like to be associated with popular things.
- 72. 6-Likability: We say yes to people that we like in Similarity, compliments and cooperative effort.
- 74. Video (3)
- 75. Non Verbal Communication Behavior: Attitudes leads us to a certain behavior We learn from our role models. Body Language 75% percent of our messages we delivered are communicated non verbally. Include gestures ,facial expressions, dress and grooming style Cultures design their own common expressions in different ways
- 77. Do in Communication Prepare for difficult Conversation. Choose your purpose &set priorities. Take responsibility. Choose your Words Carefully. Listen and Be open for Persuasion.
- 79. Don’t In Communication Don’t Take it personally. Don’t assume that you know other person’s interests. Don’t use humors as a weapon. Don’t Try to persuade. Don’t Hit & Run. Don’t Push people for a particular outcome. Don’t let your nonverbal signal to overwrite your words.
- 80. Effective Communication Helps people to Spread what we are thinking about clearly
- 81. Read & Answer Test Do’s & Don’ts in Communication
- 82. Books Reference English Books: Arabic Books 1. It’s Okay to be the Boss. (Bruce كيف تتعامل مع اآلخرين وتؤثر فيهم .1 Tolgan) )(ديل كارنيجى 2. Predictable results in unpredictable times (Stephen R. الخطوات العشر في طريق .2 Covey) )النجاح(د.إبراهيم الفقى 3. Re-energizing the corporation كيف تكسب األصدقاء (ديل .3 (Jonas riderstrale) )كارنيجى 4. 8 Habits of Highly effective people (Stephen R. Covey) دينامكية العمل كفريق (مؤسسة .4 ) الشروق
- 83. Your Participation was an added Value Mohammed Abbas m.abbas.79@hotmail.com Copyrights @ Mohammed Abbas