EFFECTIVE COMMUNICATION SKILLs CAN NGUYEN HUU – PROCESS QUALITY COURSE OUTLINE 01 Module 1 The essentials of communication 02 Module 2 One – on – One Communication techniques 03 Module 3 How to become more professional at question technique 04 Module 4 How to become a listening expert 05 Module 5 The importance of Non-Verbal communication 06 Module 6 Group communication skills Improve face to face communication skills Increase awareness of the reason business communication fails, and know what action to take to prevent communication breakdown Select the right communication method and medium to suit each business c ommunication situation The essentials of Team communication Understand and be able to lead an effective meeting Welcome!! Communication “ “ Your ability to communicate is an important tool is your pursuit of your goals, whether it is with your family, your co-worker or your clients and customers Les Brown WHAT IS COMMUNICATION? Study tell 70% of mistakes in the workplace are a direct result of poor communication… Communication is the process of sending and receiving information among people… Module 1 THE ESSENTIALS OF COMMUNICATION What we forgot about communication – Pass the Word Barriers to effective communication How to overcome barriers to effective communication Selecting the best method of communication Structuring the message Good communication habits PASS THE WORD COMMUNICATION All messages do not reach the receiver due to “distortion/noise” PASS THE WORD Various cultures (Corporate, international, regional, etc.,) • The prior knowledge can influence the Language THE PROCESS OF COMMUNICATION • Context Verbal communication channels • Listen actively receiver’s understanding ofRoom, message Location orTelephones Place• (Restaurant, Office, Auditorium, etc) Face toface meetings, Reading information carefully, • Blockages Video conferencing • Avoid confusionin the receiver’s mind Situation • question The surrounding disturbances • Written communication channels • Ask for better understanding. Letters, Emails Reports Encoding • Verbal reaction Channel • • • • • • Non-Verbal reactions • Positive feedback Noise • Negative feedback The process of transferring the information you want to communicate into a form that can be se nt and correctly decoded at the other end. Why communicate? • Ability to convey the information • Eliminate sources of confusion (cultural issues, m What to communicate? assumptions, and missing information Usefulness of the istaken communication. • Knowing your audience Accuracy of the information to be communicated. Decoding PASS THE WORD The sender needs to communicate The context To the receiver For better clarity In the communication process BARRIERS Process Environment & Physical Perceptual Barriers Language Semantic Perception of Reality Psychological Cultural JOHARI WINDOW BARRIERS Eliminating Differences in Perception Use of Simple Language Reduction and Elimination of Noise Levels Simple Organizational Structure Avoid Information Overload Provide Constructive Feedback Proper Media Selection Flexibility in Targets Emotional State Active Listening OVERCOME BARRIERS SELECTING THE BEST METHOD OF COMMUNICATION EXERCISE What are the advantages and disadvantages of the main methods of written communication we use as leaders? EXERCISE 1. It is suitable for long-distance communica tion and repetitive standing orders. 2. It creates permanent record of evidence. I t can be used for future reference. 3. It gives the receiver sufficient time to thin k, act and react. 4. It can be used as legal document. 5. It can be sent to many persons at a time. 6. It is suitable for sending statistical data, c hart, diagram, pictures, etc. 7. Order, allocation of work, job distribution, etc. in written form reduce ambiguity and hel p in fixation of responsibility. 8. Uniformity in work procedure can be main tained through written communication. 9. It is easy to send unpleasant or bad news through written communication. 10. Good written communication can create goodwill and promote business. 1. It is time-consuming. Composing a mess age in writing takes much time. Writing lette rs, typing orders, notices, etc. and sending to appropriate destination require time. Fee dback process also is not instant. 2. It is expensive not so much due to postal charges but in terms of so many people sp ending so much of their time. 3. It cannot maintain strict secrecy which w ould have been possible in oral communica tion. 4. Written communication has no scope for immediate clarification if not understood pr operly. 5. Being written in nature it is less flexible a nd cannot be changed easily. 6. It is not effective in the case of emergenc y. SELECTING THE BEST METHOD OF COMMUNICATION • Written Communication skills The seven C’s of business communication 1. Correctness 2. Completeness 3. Conciseness 4. Clearness 5. Concreteness 6. Courtesy 7. Consideration BEST METHOD • Written Communication skills Audience and Format Composition and Style Choosing the appropriate format. • Do you need to send an informal email? • Write a detailed report? • Create advertising copy? Or write a formal l etter? • Start with your audience • Create an outline • Follow the AIDA –Attention-Interest-De sire-Action (AIDA) formula. • Try some empathy • Use the Rhetorical Triangle. • Identify your main theme. • Use simple language The format, as well as your audience, will define your "writing voice“ Start by identifying who will read your message. • Is it targeted at senior managers, the e ntire human resources team, or a smal l group of engineers? BEST METHOD • Written Communication skills Structure - As "reader friendly" as possible: Use headings, subheadings, bullet points, and numberin g whenever possible to break up the text. Headers should grab the reader's attention. Using questions is often a good idea. In emails and proposals, use short, factual headings and subheadings. Adding graphs and charts Grammatical errors Everything you write should be of a quality that every reader will find acceptable Tip: - Using website to check grammar Review/Proofing - Review your headers and sub headers! Slowly when review: Read the document out loud, Use your finger to follow text Start at the end of your document BEST METHOD EXERCISE What are the benefits of the main methods of presentation we use as leaders? EXERCISE Engagement BEST METHOD • Tips for effective presentations 1. Show your Passion and Connect with your Audience 2. Focus on your Audience’s Needs 3. Keep it Simple: Concentrate on your Core Message 4. Smile and Make Eye Contact with your Audience 5. Start Strongly 6. Tell Stories 7. Use your Voice Effectively 8. Use your Body Too 9. Relax, Breathe and Enjoy BEST METHOD • Process effective presentations Consider your audience Identify your aim Prepare your no te & visual aids Structure your presentation Practice the presentation Deliver the presentation What are the advantages and disadvantages of the main EXERCISE methods of meeting we use as leaders? Advantages EXERCISE Disadvantages 1. Save time 1. Time-consuming 2. Addressing groups 2. Inability to arrive at a decision 3. Cope with information explosio 3. Lack of seriousness n 4. Inexpert chairing 4. Social and emotional support 5. Expensive 5. Feeling of being consulted 6. Open to disruption 6. Democratic functioning 7. Idea development 8. Defusing troublemakers 9. Bolder decisions 10. Various interest groups repres ented 11. Preventing mistakes Types of meeting Purpose of a meeting BEST METHOD • Informative • Consultative • Executive • • • • • In practice, most of the meetings serve more purpose s than one. Some additional classifications of meeting s are – meeting for negotiation purpose, meeting for g iving instructions, etc. • • • Reach a common de cision/agreement Solve a problem Understand a situati on, exchange ideas and experiences Inform, explain, pres ent ideas Give and get feedba ck on new ideas Give training Plan and prepare for action …. BEST METHOD How To Hold A Lean Meeting? PURPOSE PROCESS PEOPLE Determine the participants and Goal statements Identify clear outcomes Ex: - Goal #1 is to develop supp ort among team members f or addressing the noise sp eaker. - Goal #2 is to identify the ro ot cause of the overage to avoid future problems. Before the meeting - What needs to be accomplish ed that will enhance the effecti veness of the meeting? During the meeting - Build an agenda around the g oals and determine the approp riate process to accomplish ea ch goal. After meeting - Allow for time during the meet ing to determine next steps. As sign time targets, person(s) res ponsible, and next meeting dat e if required. the roles required for a succes sful meeting. • Meeting leader: responsible for the overall outcomes. • Meeting coordinator: respon sible for planning the event. • Facilitator: neutral party res ponsible for facilitating the proc esses designed to achieve the meeting goals. • Recorder: responsible for do cumenting the output. BEST METHOD BEST METHOD What are top advantages and disadvantages of verbal communication? BEST METHOD VERBAL Save time Save money Quick feedback Chances of distortion of m eaning Not convenient for long m essages Convenient method Irrelevant information Persuasion in the act Create misunderstanding Ease of preparation Communication cost Maintain secrecy Clarity of message Legality of the content Too many ways of commu nicating No rectification Maintenance cost BEST METHOD SPEAKING “A wise man reflects before he speaks; a fool speaks, and then reflects on what he has uttered.” - French Proverb BEST METHOD Be clear and direct Do paraphrase Be respectful Tailor conversation to the audie nce Face to face Stay calm Set appropriate limits Be consistent Avoid making “You” statement s. Avoid asking “Why” question Learn to express your feelings with “I feel” statements. Focus on the problem, not the person. Never criticize your mate for s omething she/he can’t change Threaten Don’t interrupt Don’t give more attention to ce ll phone than people GOOD COMMUNICATION HABITS 1. Customize your communication. 2. Actively listen. 3. Let others finish. 4. Ask simple questions. 5. Be polite. 6. Use the power of "I" statements. 7. Pay attention to what your body's saying. 8. Watch your tone. 9. Avoid sarcasm. GOOD COMMUNICATION HABITS Module 3 HOW TO BECOME MORE PROFFESTIONAL AT QUESTION TECHNIQUE Type of question Guide to using question Theory in practice – Applying question techniques TYPE OF QUESTION A closed question usually receives a single w ord or very short, factual answer. Example: - Are you thirsty? - Where do you live? Good for: - Testing your understanding, or the other p erson's: "So, if I get this qualification, I wil l get a raise?“ - Concluding a discussion or making a deci sion: "Now we know the facts, are we all agreed this is the right course of action?“ - Frame setting: "Are you happy with the s ervice from your bank?" Note: A misplaced closed question, on the other ha nd, can kill the conversation and lead to awk ward silences, so are best avoided when a c onversation is in full flow. Open questions elicit longer answers, usually begin with: what, why, how. An open question asks the respondent for his or her knowledge, opinion or feelings. Examples: - What happened at the meeting - Why did he react that way? - How was the party? - Tell me what happened next. - Describe the circumstances in more detai l. Good for: - Developing an open conversation: "What did you get up to on vacation?“ - Finding out more detail: "What else do we need to do to make this a success?“ - Finding out the other person's opinion or i ssues: "What do you think about those ch anges?" Probing Questions TYPE OF QUESTION Asking probing questions is another strategy for finding out more detail. Sometimes it's as simple as asking your respondent for an example, to help you understand a statement that they have made. - Give me an example of ..? - Why did it happen? Hypothetical question TYPE OF QUESTION A question based on certain proven or assumed facts, and formulated to arrive at a generalized answer applicable in most such situations in the absence of depen dable data. Example: - If you got to choose between fifty years of being incredibly happy or to live f orever and be unhappy what would you choose? - If you had to give up television or the internet, which would you choose? Good for: Helpful in assessing how people will perform in the job TYPE OF QUESTION • • • A question phrased in a manner that tends to suggest the desired answer A question that tricks someone into answering in a particular way Leading questions try to lead the respondent to your way of thinking With an assumption – "How late do you think that the project will deliver?" By adding a personal appeal to agree at the end – "Lori's very efficient, don't you think?" or "Option Two is better, isn't it?“ Phrasing the question so that the "easiest" response is "yes" "Shall we all approve Option Two?" vs "Do you want to approve Option Two or not?" "Would you like me to go ahead with Option Two?" vs "Shall I choose Option Two?” Giving people a choice between two options Good for: Getting the answer you want, but leaving the other person feeling that they haven't g ot a choice. Closing a sale: "If that answers all of your questions, shall we agree on a price?" Rhetorical Questions TYPE OF QUESTION A questions aren't really questions at all, in that they don't expect an answer. People use rhetorical questions because they are engaging for the listener Tip: Rhetorical questions are even more powerful if you use a string of them. TYPE OF QUESTION OPEN PROBE CLOSE SUMMARY REFINED USING QUESTIONS • Learning: ask open and closed questions, and use probing questioning. Ask about what they do or enquire about their opinions. Ex: Tell me what you like best about working here Rhetorical and leading questions are useful De-fusing a heated situation USING QUESTIONS Persuading people More Tips: • • • Give the person you're questioning enough time to r espond. (May need to include thinking time before a nswers) Skillful questioning needs to be matched by careful listening so that you understand what people really mean with their answers. Your body language and tone of voice can also play a part in the answers you get when you ask questio ns PRACTICE Situation one A member of your team is angry with another member of the team. Th is has been going on for over a week. You cannot ignore it anymore. When you asked the employee what the problem was, he said “there i s no problem” What questions would you ask to find out what the problem is? Situation Two You would like to delegate part of your work, to a member of your tea m. But she is not happy with the idea, she has suggested that you cho ose another person. What questions would you ask to find the real reason that she dose n ot want to be “developed” Module 4 HOW TO BECOME A LISTENING EXPERT Listening skills Active listening How to listen strategically 15 tips for more effective listening Module 4 HOW TO LISTEN STRATEGICALLY? Module 4 People want to Your task is to You need to ask Your goal is to The facts Convey information Listen to details and cl arify “Who?”, “What?”, “W here?” “When?”, “Ho w?” Picture the situation as the person is des cribing it Meaning Make themselves u nderstood Listen to the big pictur e, summarize and par aphrase Is this what you are g etting at? Understand what th e person means, an d make the other pe rson feel understood Feelings Connect on emotio nal level Listen with empathy, p ay attention to body la nguage and tone of voi ce “How dose it make yo ur feel?” Recognize how the person is feeling and make the other pers on feel connected Intention Get their needs me t Listen to wants and ne eds, focus on solution, action steps and outco mes What do you want to have happen? What would help you in this situation? Know what the pers on wants to achieve 15 tips for more effective listening Module 4 1. STOP TALKING 2. EMPATHIZE WITH OTHER PERSON 3. ASK QUESTIONS 4. CONCENTRATE ON WHAT HE IS SAYING 5. LOOK AT THE OTHER PERSON 6. GET RID OF DISTRACTION 7. GET THE MAIN POINTS 8. SHARE RESPONSIBILITY FOR COMMUNICATION 9. REACT TO IDEAS, NOT TO PERSON 10. DON’T ARGUE MENTALLY 11. LISTEN FOR WHAT IS NOT SAID 12. LISTEN RECOGNIZE YOUR OWN PREJUDICE 13. AVOID CLASSIFYING THE SPEAKER 14. RECOGNIZE YOUR OWN PREJUDICE 15. EVALUATE FACTS AND EVIDENCE Module 5 THE IMPORTANCE OF NON-VERBAL COMMUNICATION The importance of non-verbal communication Ways send messages without words Nonverbal communication is the sending or receiving of wordless messages. NON-VERBAL Such as gesture, body language, posture, tone of voice or facial expressions, is called nonverbal communication. Nonverbal communication is all about the body language of speaker. Nonverbal communication have the following three elements – Appearance Speaker – clothing, hairstyle, neatness, use of cosmetics Surrounding – room size, lighting, decorations, furnishings Body Language facial expressions, gestures, postures Sounds Voice Tone, Volume, Speech rate NON-VERBAL “The non-verbal elements are particularly important for communicating feelings and attitude, especially when they are incongruent: if words and body language disagree, one tends to believe the body language.” NON-VERBAL Eye contact Facial expression Gestures Posture & body orientation Personal appearance Proximity Vocal characteristics Touch Time & space NON-VERBAL EFFECTIVE OF NON VERBAL COMMUNICATION NON-VERBAL Territory NON-VERBAL DO DON’T Eye contact Maintain good contact to foste r trust and engagement Don’t avoid making eye conta ct with your listener or maintai n prolonged contact Facial expression Smile frequently and present a Don’t maintain a poker face pleasant expression Gestures Punctuate speech with approp riate and meaningful gesture Don’t exaggerate or lose cont rol of your gesture Posture Stand and sit with an erect po sture to communicate confide nce and competence Don’t turn your back to some one Physical distance Establish an appropriate proxi mity Don’t ignore sign that listener is uncomfortable with you pro ximity ELEMENT NON-VERBAL Rubbing the palms together Hands Clenched Together Steepling Hands Gripping Hands, Arms and Wrists http://www.indiabix.com/body-language/hand-and-arm-gestures Module 6 GROUP COMMUNICATION SKILLS • Preparing for the meeting What are meeting for? What kind of meeting do you want to have? Team meeting presentation How to organize the meeting – Meeting planner checklist • Presentation to groups Structure of a presentation The body of presentation Engaging the audience Presentation Possible ways to deal with different personality a meeting MEETING Q&A Thank you Communication Quotes https://www.azquotes.com/quotes/topics/communication.html
