2. Communication
Communication is the transfer of
intended meaning or message.

3. Effective communication
Effective communication is getting
the message across to someone
else so that he is fully understood
with the way you was intended .

4. To get Effective communication
1-You need to listen effectively.
2- you need to clarify and confirm effectively
by asking (e.g.) what & why & how & when.
3-You need to respond effectively.

5. Communication skills are a part from the
human behavior can be acquired and
improved by learning and training through
our life .

6. So , for the continuous
development program in our
company any individual within
the company needing to
improve his communication and
interpersonal skills.

7. Most problems within a company arise
from poor communication, resulting in:
1-Mistakes caused by instructions not being
given or understood properly.
2-Frustration caused by the inability to deal
with staff or customers or management
effectively.
3-problems generated by poor choices of
suitable behavior in different situations.

8. All help to undermine the company’s
performance.
So the result can at best be a business
not firing and full of frustrated, angry
and demotivated employees.

9. Objectives
We want to acquired the
knowledge and skills to
communicate effectively with
staff & customers and
management .

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15. The johri window (Joseph and Harry)
is a communication and feedback
model explain how we give and
receive information about ourselves
and others .

16. THE JOHARI WINDOW
KNOWN UNKNOW
TO SELF N TO SELF
FEEDBACK FROM OTHERS
KNOWN
TO
SELF DISCLOSURE
BLIND
OTHERS ARENA
SPOT
UNKNOW FACADE UNKNOWN
N TO
OTHERS

17. Four windows:
1-The arena called the public area which contains
information that I know about my self and about
which the others know. this area characterized by
free and open exchange of information. By increasing
arena leads to increase trust and communication .
2-The blind spot is the information known about me
by others but which I do not know about my self.
(e.g.) body language or voice tone or related my job.
3-The facade called the hidden area which contains
information that I know about my self but which I
withhold from others. (e.g.) opinions & reports .
4-The unknown called the unconscious area in which
neither I nor others know about me .

18. The ideal window
It is the window with a large arena area
and small blind spot & facade and
unknown areas as it helps the person
for others to be easy to interact with
and understand leading to increase the
level of the trust in the group then
more honest relationships and high
communication .

19. Channels of Communication
1- Verbal
2- Non – Verbal

20. Non – Verbal
Visuals -
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21. Non – Verbal
Vocal -
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22. Remember !
“More than 50% of
first impressions
is based on the
non-verbal
element”

23. Communication styles
Communication styles are concerned only with
what we see and hear.
Communication styles are divided to four
types based on two dimensions:
1-Assertiveness (the way a person attempts
to influence others).
2-Responsiveness (how a person expresses
emotions).

24. Assertiveness
-It’s the degree to which a person is perceived as
trying to influence the decisions of others.
-It measures whether a person tends to tell
versus ask.
-An individual can be categorized as higher
assertive or lower assertive or somewhere in
between.

25. Responsiveness
-It’s the degree to which a person is perceived as
expressing feelings openly when relating with
others.
-It indicates whether a person tends to emote
versus control feelings.
-An individual can be categorized as higher
responsive or lower responsive or somewhere
in between.

26. LOW
RESPONSIVE
(Controls)
ANALYTICAL DRIVER
Technical Control HIGH
LOW Specialist Specialist
ASSERTIVE ASSERTIVE
(Asks) (Tells)
AMIABLE EXPRESSIVE
Support Social
Specialist Specialist
HIGH
RESPONSIVE
(Emotes)

27. Analytical Driver
+
Amiable
+ Expressive

28. ANALYTICAL

29. Technical Specialist
&
Emotions Controller

30. Control
Ask & control
Details oriented
Formal dress
Hard worker
Persistent
Organized
Takes time to think
Examines all sides
Ask

31. Clues to the Analytical
Eye Contact Limited & direct
Face Serious & controlled
Voice Speed Slow pace & words chosen
Voice Tone Monotone
Gestures Limited & maintains large personal
space
Posture Erect & formal

32. Analytical Style -1
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33. In the job
Requires proofs
Objective
Respects norms
Asks questions
Gathers facts & examines all sides
Slower to take a decision “Wait & See”

34. To influence
Be prepared & organized
Provide proofs
Focus on details
Establish trust
Leave time to decide
Examples
Be sincere & patient

35. AVOID
Be disorganized
Be informal & casual
Rush the decision-making process
Be vague
Leave things to chance
Use someone’s opinions
Relax
Putting pressure
Closing too quickly
Talk too much

36. To decide he needs:
• Evidences
• Time

37. Disadvantage
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38. DRIVER

39. Control Specialist
&
Hide Emotions

40. Control
Tell & Control
Task oriented
Ambitious
To-the-point
Dominant
Determined
Not sociable
Final results
Conservative dress
Tell

41. Clues to the Driver
Eye Contact Direct & steady
Face Serious & determined
Voice Speed Fast pace & words chosen
Voice Tone Strong tone & narrow range
Gestures Limited & maintains large personal
space
Posture Erect & indicates readiness to act

42. Controlling or Driver Style -
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43. In the job
Hard worker
Expect quick actions
Decide on the spot
Organized
Controlling others
Businesslike
Final results oriented
Not details oriented

44. To influence
Direct to the point
Final results
Brief, clear & specific
Giving options
Leave him to decide
Not details oriented

45. Avoid
Wasting his time
Personal relationships
Detailed explanation
Asking more questions
Not providing proofs

46. To decide he needs:
• Give him options
• Leave the decision up to him

47. Disadvantage -
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48. EXPRESSIVE

49. Social Specialist
using personal power to lead
others and expressing his
emotions

50. Tell
Tell & Emote
Excitable
Not interested in norms
Friendly and sociable
Wants to be a STAR
Enthusiastic
Initiative
Casual dress
Impatient
Emote

51. Clues to the Expressive
Eye Contact Direct & widened eyes for emphasis
Face High emotional content
Voice Speed Varies with emotion
Voice Tone Highly variable & dramatic
Gestures Energetic, frequent & small personal
space
Posture Excited, used to emphasize points

52. Expressive – – -3
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53. In the job
Pleasant
Energizing
Creative
Relationship builder
Sociable
Motivate others
Quick to take a decision
Quick to start and to change

54. To influence
Have little talks
Practical ideas
Quick actions
Needs recognition
Be enthusiastic
Ask for his advice

55. Avoid
Only business oriented
Wasting your time
Too much data/details
Being dogmatic
Low speed - “Cold”
Speaking more than him

56. To decide he needs:
• Recognize his value
• Motivate him

57. Disadvantage -3
•
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58. AMIABLE

59. Support Specialist
&
expresses his emotions

60. Ask
Ask & Emote
Friendly
Emotive
Relax
Needs reassurances
Follower
Good listener
Flexible
Emote

61. Clues to the Amiable
Eye Contact Limited, direct & shows warmth
Face Relaxed & broad smile
Voice Speed Slow pace & relaxed
Voice Tone Variable, warm & friendly
Gestures Broad, slow to respond & small
personal space
Posture Relaxed & comfortable

62. Amiable – Facilitating Style -
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63. In the job
Loyal and reliable
Works for a boss
Listen to others
Build long term relations
Patient and calm
People oriented
Cautious

64. To influence
Personal relationships
Patients
Be friendly
Tell him what to do
Reassure him
Go slowly
Make it simple

65. Avoid
Being “cold”
Too much data
Complicating information
Going fast
No relationship
Much pressure on him

66. To decide he needs:
• Guarantees / Assurance
• Comfort for his patients
• Product’s experience
• Don’t put too much
pressure on him to decide

67. Disadvantage -
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68. 25% 25%
(Analytical) (Driver)
25% 25%
(Amiable) (Expressive)

69. Remember!
No communication style is better than
any other, but each does bring with it a
unique pattern of strengths and
weaknesses.

70. 

71. .1
.2
.3

72. Versatility (Flexibility)

73. Versatility
-Versatility is the most important
component of the communication
strategy.
-It’s the perceived effort one makes to
adapt behaviors to make others
comfortable in any social interaction in
order to satisfy their needs.

74. LOW
(ANALYTICAL) RESPONSIVE
(DRIVER)
•Details oriented D C B A •Results oriented
•Logical •Dominating
•Systematic
1
•Fast decision
ANALYTICAL DRIVER maker
LOW HIGH
Technical Control 2
ASSERTIVE ASSERTIVE
Support Social 3
•Initiative
•Supportive AMIABLE EXPRESIVE 4 •Enthusiastic
•Follower
•Enjoyable to be
•Easy going around
(AMIABLE) HIGH (EXPRESSIVE)
RESPONSIVE

75. Versatility Indicators
LOW HIGH
1-Limited desire to adapt . 1-High desire to adapt .
2-Prefers to do things for 2-Prefers to do things for
his own reasons . others reasons .
3-Uses position power 3-Uses personal power.
4-Rigid attitude . 4-Flexible attitude .
5-Closed opinions and 5-Changeable opinions and
actions . actions .

77. A SMALL TRUTH TO
MAKE OUR LIFE 100%
WHAT IS THIS?

79. Hard work
H+A+R+D+W+O+R+K
8+1+18+4+23+15+18+11 = 98%
Knowledge
K+N+O+W+L+E+D+G+E
11+14+15+23+12+5+4+7+5 = 96%

80. Love
L+O+V+E
12+15+22+5 = 54%
Luck
L+U+C+K
12+21+3+11 = 47%

81. Then what makes 100%?
Is it Money? ... NO!!!!!
[M+O+N+E+Y =
13+15+14+5+25 = 72%]
Leadership? ... NO!!!!
[L+E+A+D+E+R+S+H+I+P =
12+5+1+4+5+18+19+9+16 = 89%]

82. what we really need ?...

83. ATTITUDE
A+T+T+I+T+U+D+E
1+20+20+9+20+21+4+5 = 100%
It is OUR ATTITUDE towards
Life and Work that makes OUR
Life 100%

84. Every problem has a solution, only if
we perhaps change our attitude.
To go to the top,
to that 100%

86. APPLICATIONS AND RESULTS
Now the pharmacist in our aldawaa
company has the ability to deal and
communicate effectively with :
1- customers
2- managements
3 - Colleagues
4- labors

87. Thank
For
your you
Active
Listening