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Communications skills version 3

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Communications skills version 3

  1. 1. The Art of Effective Communication
  2. 2.  Understand what is communication  Learning barriers to effective communication  Practicing effective communication skills LEARNING OBJECTIVES The Art of Effective Communication August 2013 version 1.2 – Page 2 THE ART OF EFFECTIVE COMMUNICATION
  3. 3. Exceptions: Break time Lunch time Thank you THE ART OF EFFECTIVE COMMUNICATION PLEASE ! The Art of Effective Communication August 2013 version 1.2 – Page 3
  4. 4.  Invented in China  Means “Seven boards of skill”  A puzzle consisting of seven flat shapes, called tans, which are put together to form shapes  The objective of the puzzle is to form a specific shape using all seven pieces, which may not overlap TANGRAM The Art of Effective Communication August 2013 version 1.2 – Page 4 THE ART OF EFFECTIVE COMMUNICATION
  5. 5. What Were The Barriers To Communication? The Art of Effective Communication August 2013 version 1.2 – Page 5 THE ART OF EFFECTIVE COMMUNICATION
  6. 6. Medium Feedback Sender – codes the message Receiver – decodes the message WHAT IS COMMUNICATION ? The Art of Effective Communication August 2013 version 1.2 – Page 6 THE ART OF EFFECTIVE COMMUNICATION
  7. 7. HOW WE ENCODE / DECODE , IMPACTS.. The Art of Effective Communication February 2012 version 1.0 – Page 7 7% 38% THE ART OF EFFECTIVE COMMUNICATION
  8. 8. EVALUATION OF COMMUNICATION The Art of Effective Communication August 2013 version 1.2 – Page 8 THE ART OF EFFECTIVE COMMUNICATION
  9. 9. Opening 1-3 sentence s Body The main part of the conversation Closing Summar y in 1-3 sentence s REMEMBER.. The Art of Effective Communication August 2013 version 1.2 – Page 9 THE ART OF EFFECTIVE COMMUNICATION
  10. 10. Listen to understand Understand first, then speak Speak clearly so others can understand you Ensure your message is understood, then proceed 1 2 3 4 EFFECTIVE COMMUNICATION The Art of Effective Communication August 2013 version 1.2 – Page 10 THE ART OF EFFECTIVE COMMUNICATION
  11. 11. 55% 7% 38% What percentage is words/verbal? Verbal (words) 7% Tone (pitch and tone of voice) 38% Body language (feelings, attitude, gestures, eye contact – what others “see”) 55% WHAT MATTERS THE MOST ? The Art of Effective Communication August 2013 version 1.2 – Page 11 THE ART OF EFFECTIVE COMMUNICATION
  12. 12. The Art of Effective Communication August 2013 version 1.2 – Page 12 THE ART OF EFFECTIVE COMMUNICATION
  13. 13. BARRIERS TO EFFECTIVE COMMUNICATION The Art of Effective Communication August 2013 version 1.2 – Page 13 THE ART OF EFFECTIVE COMMUNICATION
  14. 14. BARRIER : ITS’S ONE WAY The Art of Effective Communication August 2013 version 1.2 – Page 14 THE ART OF EFFECTIVE COMMUNICATION
  15. 15. BARRIER : WEAK GRASP OVER MATTER The Art of Effective Communication August 2013 version 1.2 – Page 15 THE ART OF EFFECTIVE COMMUNICATION
  16. 16. BARRIER : DISORGANIZAD THOUGHTS The Art of Effective Communication August 2013 version 1.2 – Page 16 THE ART OF EFFECTIVE COMMUNICATION
  17. 17. BARRIER : TOO MUCH UNNECESSARY STUFF The Art of Effective Communication August 2013 version 1.2 – Page 17 THE ART OF EFFECTIVE COMMUNICATION
  18. 18. BARRIER : LISTEN , NOT HEAR ! The Art of Effective Communication August 2013 version 1.2 – Page 18 THE ART OF EFFECTIVE COMMUNICATION
  19. 19. ENCODING / DECODING MESSAGES The Art of Effective Communication August 2013 version 1.2 – Page 19 THE ART OF EFFECTIVE COMMUNICATION
  20. 20. ENCODING / DECODING MESSAGES The Art of Effective Communication workshop The Art of Effective Communication August 2013 version 1.2 – Page 20 THE ART OF EFFECTIVE COMMUNICATION
  21. 21. A donkey found a lion’s skin and put it on. He then went around terrifying all other animals. They thought he was a lion! Time passed by and the donkey truly began to believe that he was a lion. One day, he met a fox, so he tried to frighten him also. On hearing his voice, the fox said, “Oh, you could have fooled me had you not opened your mouth.’ KEEP IT GENUINE The Art of Effective Communication August 2013 version 1.2 – Page 21 THE ART OF EFFECTIVE COMMUNICATION
  22. 22. The conversation Summarized version BARRIER : LACK OF PARAPHRASING The Art of Effective Communication August 2013 version 1.2 – Page 22 THE ART OF EFFECTIVE COMMUNICATION
  23. 23. PARAPHRASING The Art of Effective Communication August 2013 version 1.2 – Page 23 THE ART OF EFFECTIVE COMMUNICATION
  24. 24. Once, Mullah Nasruddin was invited to deliver a khutba. He asked the audience, “Do you know what I am going to say?” They replied, “No”, so he announced “I have no desire to speak to people who don’t even know what I will be talking about” and he left. The people felt embarrassed and called him back again the next day. This time when he asked the same question, the people replied, “Yes” So Mullah Nasruddin said, “Well, since you already know what I am going to say, I won’t waste any more of your time” and he left. Now, the people were really confused. They decided to try one more time and once again invited Mullah Nasruddin to speak the following week. Once again he asked the same question. “Do you know what I am going to say?” The people were prepared this time. Half of them answered “Yes” while the other half replied, “No.” Before leaving, the Mullah said, “So the half who know what I am going to say, tell it to the other half!” SINCE YOU ALREADY KNOW . . The Art of Effective Communication August 2013 version 1.2 – Page 24 THE ART OF EFFECTIVE COMMUNICATION
  25. 25. Opening 1-3 sentence s Body The main part of the conversation Closing Summar y in 1-3 sentence s REMEMBER The Art of Effective Communication August 2013 version 1.2 – Page 25 THE ART OF EFFECTIVE COMMUNICATION
  26. 26. Time: 10 minutes to write 2 minutes to read WRITE A STORY The Art of Effective Communication August 2013 version 1.2 – Page 26 THE ART OF EFFECTIVE COMMUNICATION
  27. 27. 55% 7% 38% PAY ATTENTION TO BODY LANGUAGE IN VERBAL COMMUNICATION The Art of Effective Communication August 2013 version 1.2 – Page 27 THE ART OF EFFECTIVE COMMUNICATION
  28. 28.  When I was a child, I was very naughty. Once, I…  My favourite movie is… because…  When I was in school, my favourite teacher was… because…  Any other topic PRACTICE : SPOKEN COMMUNICATION SKILLS The Art of Effective Communication August 2013 version 1.2 – Page 28 THE ART OF EFFECTIVE COMMUNICATION
  29. 29. BARRIER: HIDING BEHIND THE TECHNOLOGY The Art of Effective Communication August 2013 version 1.2 – Page 29 THE ART OF EFFECTIVE COMMUNICATION
  30. 30. Do you ever feel because you get too many which you don’t have for? and The Art of Effective Communication August 2013 version 1.2 – Page 30 THE ART OF EFFECTIVE COMMUNICATION
  31. 31. The Art of Effective Communication August 2013 version 1.2 – Page 31 THE ART OF EFFECTIVE COMMUNICATION
  32. 32. WHY DOES IT CAPTURE YOUR ATTENTION ? The Art of Effective Communication August 2013 version 1.2 – Page 32 THE ART OF EFFECTIVE COMMUNICATION
  33. 33. EXAMPLE : POORLY COMPOSED E-MAIL The Art of Effective Communication August 2013 version 1.2 – Page 33 THE ART OF EFFECTIVE COMMUNICATION
  34. 34.  Captures attention  Tells you what it is about  Change the subject if the content of e-mail changes THE ART OF EFFECTIVE COMMUNICATION
  35. 35.  Also referred to as “netiquettes”  One point per email  Easy to file away or delete  New point? Start a new e-mail TIPS FOR WRITING EFFECTIVE E-MAIL The Art of Effective Communication August 2013 version 1.2 – Page 35 THE ART OF EFFECTIVE COMMUNICATION
  36. 36.  Be clear about the response you want  RSVP to accept or decline invite  E.g. Please respond by 4 p.m. Thursday, 6th July  Answer the 5W’s and 1H  Who, What, When, Where, Why, How TIPS OF EFFECTIVE COMMUNICATION The Art of Effective Communication August 2013 version 1.2 – Page 36 THE ART OF EFFECTIVE COMMUNICATION
  37. 37.  Use a polite tone throughout  Use salutation and ending  Do not write in the e-mail what you would not say to the person on his/her face  Remember: E-mails are permanent!  Avoid using tone/words that can create problems for you TIPS FOR WRITING EFFECTIVE E-MAILS The Art of Effective Communication August 2013 version 1.2 – Page 37 THE ART OF EFFECTIVE COMMUNICATION
  38. 38.  Use the following sparingly  “Delivery” and “read” receipts  “High” priority  Remember the “Boy who cried wolf!” story “Cc.” Does everyone really need to be copied on this email? TIPS FOR WRITING EFFECTIVE E-MAILS The Art of Effective Communication August 2013 version 1.2 – Page 38 THE ART OF EFFECTIVE COMMUNICATION
  39. 39.  Do not use e-mail to send/discuss confidential information  Spell check  Keep it simple  Avoid use of CAPITALS (= shouting)  Avoid fancy fonts and style TIPS FOR WRITING EFFECTIVE E-MAIL The Art of Effective Communication August 2013 version 1.2 – Page 39 THE ART OF EFFECTIVE COMMUNICATION
  40. 40. A WELL WRITTEN E-MAIL : WHY ? The Art of Effective Communication August 2013 version 1.2 – Page 40 THE ART OF EFFECTIVE COMMUNICATION
  41. 41. The Art of Effective Communication August 2013 version 1.2 – Page 41 THE ART OF EFFECTIVE COMMUNICATION
  42. 42.  Respond in a timely manner  Good business practice = 24 hours max  Respond to the question  Don’t have an answer? Give an approximate time and date  Keep the sender updated on the status RESPONSE ETIQUETTES The Art of Effective Communication August 2013 version 1.2 – Page 42 THE ART OF EFFECTIVE COMMUNICATION
  43. 43.  Do not make assumptions about the sender’s emotions  Maybe it’s not the sender but you who is upset!  Use “Out of Office” notification  Refer to tips for writing effective emails RESPONSE ETIQUETTES The Art of Effective Communication August 2013 version 1.2 – Page 43 THE ART OF EFFECTIVE COMMUNICATION
  44. 44. Correct This E-Mail Re-write the e-mail 10 minutes Hi Jawad, I saw the report you sent to Rahima. Can I use it as a template? Ahmed PRACTICE EXERCISE The Art of Effective Communication August 2013 version 1.2 – Page 44 THE ART OF EFFECTIVE COMMUNICATION
  45. 45. WHAT’S WRONG WITH THIS PICTURE ? The Art of Effective Communication August 2013 version 1.2 – Page 45 THE ART OF EFFECTIVE COMMUNICATION
  46. 46. Time Magazine TIME MAGAZINE The Art of Effective Communication August 2013 version 1.2 – Page 46 THE ART OF EFFECTIVE COMMUNICATION
  47. 47. Inform – Motivate - Inspire GOOD COMMUNICATION SKILLS ARE ESSENTIAL FOR AN EFFECTIVE LEADER The Art of Effective Communication August 2013 version 1.2 – Page 47 THE ART OF EFFECTIVE COMMUNICATION
  48. 48. Week1 Week2 Week3 Week4 IMPROVING COMMUNICATION : GOALS FOR NEXT FOUR WEEKS .. The Art of Effective Communication August 2013 version 1.2 – Page 48 THE ART OF EFFECTIVE COMMUNICATION
  49. 49. The Art of Effective Communication August 2013 version 1.2 – Page 49

Notas do Editor

  • When does this happen with emails?
    When one doesn’t respond!

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