C o m m u n i ca t i o n S k i l l s K EY LE AR NI NG POI NTS FROM THE W EBI N AR ‘The single biggest problem in communication is the illusion it has taken place’ – George Bernard Shaw Typical barriers to communication Too much to process in a limited time Perception and understanding Other priorities competing for our attention Timing of communication Too much detail Format or channel of communication chosen Too little detail Language Delays in people responding The emotions of the people involved The Communication Cycle Sender (source) Recipient Feedback Three channels of communication 1 2 3 Visual Vocal Verbal Four steps to communicating well Know what you want to achieve – the A to B model Step 1 – What is your objective (B), what are you looking to achieve. Where do you want to move them to? Step 2 – Who is the recipient? Who are they? What do they know already? What style are they? How do they like to take in information? Step 3 – Content • What information will take them from point A to point B? • How can you structure it so that it’s easy to digest? • What is important to include in the document / email and what can be relegated to appendices or attachments? Step 4 – Compelling • How can you make the content compelling? (graphs / diagrams / bullets) Assumptions and misunderstandings Everybody filters their world in different ways based upon prior experiences, unconscious bias, values and beliefs. This means that we do not pay attention to everything that we come across and even our mood at the time will affect the way we perceive people and situations. To overcome any perceptions, we need to challenge our own instincts and seek evidence to see whether something is true or not. This might involve speaking the other person to check your own understanding. This involves what is called precision questioning. Using active listening techniques Verbal Repeat key words as an encouragement and confirmation that you have heard and understood. Paraphrase: Briefly play back what has been said but in your own words to confirm your listening and check your understanding. Encourage: Use simple phrases to encourage. ‘Go on,’ ‘And then what?’ Ask for clarification: Stop the speaker when you lose the thread of the argument or do not understand and ask for clarification. Express sympathy: Reflect the speaker’s feelings; show that you understand them without necessarily agreeing with them. Summarise the main points and any discussions taken at the end of a topic. This is more than paraphrasing as you are providing a summary of a section. Non-verbal Send open body language signals: Use nods and smiles to signal encouragement or agreement. Have a relaxed body posture. Lean forward slightly but do not invade the speaker’s personal space. Use the right amount of eye contact: Avoiding eye contact suggests you are uninterested. Staring is threatening. Move your point of focus around between the eyes and the bridge of the nose. Listen to emotions: Listen to the tone and how things are said, not just what is said. The tone conveys more message than words. Use silence: Allow the speaker time to think. Let him or her end the silence most times. This also prevents you from rushing in with inappropriate reactions just to fill the silence. nine top t ips 1 Remember the effectiveness of your communication, is the response you get 2 The three key channels of communication are; Visual, Vocal and Verbal 3 Choose your communication medium for sending your message carefully, whether it’s face-to-face, video conference, telephone, email or other online messaging tools 4 Remember the four steps for communicating well: Objective, Recipient, Content, Compelling 5 Develop your questioning skills – use more open than closed questions 6 Adapt your communication style for individual communication and behavioural styles 7 Adapt your communication style for individual personality styles 8 Where possible observe body language to see how your communication has landed 9 Ask others for feedback on your communication Resources Books • How to Win Friends and Influence People by Dale Carnegie • Just Listen by Mark Goulston • Effective Communication by John Adair • Crucial Conversations by Kerry Patterson, Joseph Grenny • The Definitive Book of Body Language by Barbara and Allan Pease • Power Questions: Build Relationships, Win New Business and Influence Others by Andrew Sobel Online • Fake it Til You Make It (Amy Cuddy, Ted Talk): https://youtu.be/RVmMeMcGc0Y • The ‘Art’ of Communication ( Jimmy Nelson): https://youtu.be/u6w86qaZWDs If you enjoyed this session... did you know that it’s one of a series? See www.tinyurl.com/open-webinars-MP for details Maximum Performance 22 South Burgundy House | The Foresters | High Street | Harpenden | Hertfordshire | AL5 2FB | UK | www.maximumperformance.co.uk | +44 (0)1582 463460 © Maximum Performance / acknowledged sources. Reproduction in whole or part is strictly prohibited. No responsibility for loss occasioned to any person acting or refraining from action as a result of the materials in this handout can be accepted by the author(s) or trainer.
