Outstanding
communication
skills
Housekeeping
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mobile phones
break times
toilets
emergencies
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Workshop overview
At this workshop the following will be addressed:
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communication skills
communication difficulties
verbal and non-verbal communication
writing and electronic communication
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Workshop expectations
What do you know about the topic?
What do you need to know?
What outcomes do you expect from this workshop?
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Introductory activity
Unlocking your ability to communicate well
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Topic 1
Communication concepts
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‘The greatest problem in communication is the illusion that
it has been accomplished.’
(George Bernard Shaw)
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‘Words are, of course, the most powerful drug used by
mankind.’
(Rudyard Kipling)
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Body language
‘The most important thing in communication is to hear what
isn't being said.’
(Peter F. Drucker)
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Activity
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Topic 2
Preventing poor communication
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‘The greatest compliment that was ever paid to me was
when someone asked me what I thought, and attended to
my answer.’
(Henry David Thoreau)
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Listening skills
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Opportunity
‘When written in Chinese, the word "crisis" is composed of
two characters. One represents danger and the other
represents opportunity.’
(John F Kennedy)
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Activity
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Consider this procedure
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Topic 3
Effective communication strategies
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Assertiveness
‘The basic difference between being assertive and being
aggressive is how our words and behaviour affect the rights
and well being of others.’
(Sharon Anthony)
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‘Half of the troubles of this life can be traced to saying yes
too quickly and not saying no soon enough.’
(Josh Billings)
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‘Feedback opens your eyes.’
(Vadim Kotelnikov)
‘Asking the right questions takes as much skill as giving the
right answers.’
(Robert Half)
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Difference is….
Diversity - the quality of being different and unique at an
individual or group level.
Valuing diversity - appreciating and respecting the worth
and contribution of human differences.
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The Johari Window
Known to self
and others
Unknown to
others
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Quadrant 1
Quadrant 2
OPEN AREA
BLIND AREA
Information
shared with
others
Information known
to others but not to
self
Quadrant 3
Quadrant 4
HIDDEN AREA
UNKNOWN AREA
Information we
choose not to share
Sub-conscious or
unconscious
information
Unknown to self
Unknown to
self and others
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Changing quadrants
At the start of a personal or work based relationship:
Known to self
and others
Uncertainty,
anxiety or
fear. Need to
develop
trust.
Unknown to
others
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Quadrant 1
Quadrant 2
OPEN AREA
BLIND AREA
Information
shared with
others
Information known
to others but not to
self
Quadrant 3
Quadrant 4
HIDDEN AREA
UNKNOWN AREA
Information we
choose not to
share
Sub-conscious or
unconscious
information
Unknown to self
Unknown to self
and others
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Building trust
Known to self
and others
Quadrant 1
Quadrant 2
OPEN AREA
BLIND AREA
Communication
Feedback
Unknown to self
Relationship.
Working together.
Disclosure
Reliability
Trust
Quadrant 3
Unknown to
others
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Quadrant 4
UNKNOWN AREA
Unknown to
self and others
HIDDEN AREA
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Requests
The act of asking for something to be given or done,
especially as a favour or courtesy.
A solicitation or petition.
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Promises
A declaration or assurance that one will do a particular
thing or that guarantees that a particular thing will happen.
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Activity
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Topic 4
Electronic/ written communication
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‘Telephones are a point to point communication system
whose most basic function is to allow two people
separated by large distances to talk to each other.’
(Wikipedia)
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Writing
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Electronic mail
Email - a method of exchanging digital messages from an
author to one or more recipients - using the Internet.
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Activity
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Summary
Before leaving today please share:
› 1 thing you learned
› 1 new practice you will undertake at work
› 1 activity you enjoyed
Thankyou for your attendance and participation.
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