Communication Skills

1. Communication Skills By Shahnawaz khan / Ciit lhr.

2. A Thought A man is seldom better than his conversation - German Proverb

3. Communication Skills Overview Effective communication skills are a critical element in your career and personal lives. We all must use a variety of communication techniques to both understand and be understood.

4. What is Communication? Communication is the process of sending and receiving information among people… Feedback SENDER RECEIVER sender receiver Medium Encode Decode

5. Most common ways to communicate Visual Images Speaking Writing Body Language

6. Communication Goals

7. Distortions in Communication

8. We need to improve communication... as 70 % of our communication efforts are: • misunderstood • misinterpreted • rejected • distorted or • not heard 6 people talking in a 2 people conversation!! 70%

9. 55% Tonal 38% Visual 7% Verbal Critical success factor The majority of your perceived ability comes from how you communicate 93% of all Communication is non verbal - SKILL

10. Listening and Speaking are used a lot…

11. … But not taught enough Amount taught

12. Common Communication Errors: • Finishing others’ sentences • Preparing our response before someone has completed speaking • Multitasking while ‘listening’ • Filtering content or meaning based on the speaker • Speaking for others (we…)

13. A Good Algorithm Communication is a two way process! In order to have good communication: • Listen to Understand • Understand before speaking • Speak to be understood • Seek understanding before proceeding • Repeat

14. How can it be improved • Recognition • Pavlov study • Not being judgmental • Stop egocentric communication

15. Why is communication important • Inspires confidence • Builds respect in business and social life • Helps make friends • Develops a distinct personality • Reveals your ability to others

16. Essentials of good communication • Knowledge • Spontaneity in conversation • Level of conversation • Organising your thoughts • Participating in discussions • Body Language • Show v Tell • Being a good listener • Listening v hearing

17. How to be an active listener • Set the stage • Ensure mutual understanding • Understand body language • Suspend judgment • Behaviors that hinder effective listening • Act distracted (look at your watch!) • Tell your own story without acknowledging theirs • Give no response • Invalidate response, be negative • Interrupt • Criticize

18. Techniques to improve listening skills SUMMARIZE Pull together the main points of a speaker PARAPHRASE Restate what was said in your own words QUESTION Challenge speaker to think further, clarifying both your and their understanding

19. Two basic types of questions • Closed questions: • Get a one-word response and inhibit thought. • Questions begin with who, when and which • Open-ended questions: • Invite unique thought, reflection or an explanation. • Questions begin with how, what and how come (not why!).

20. Practice Questioning • Rephrase the following closed questions to make them open-ended: • Are you feeling tired? • Isn’t it a nice day? • Was the last activity useful? • Is there anything bothering you? • So everything is fine, then?

21. Adding colour to communication

22. Adding colour to communication • Images – Describe, relive • Show, don’t tell • Use audience’s senses • Sight • Sound • Touch • Taste • Smell

23. Improving communication • Don’t use cliches • Brevity • Sincerity • Don’t praise yourself • Avoid argument • Be tactful • Silence • Enunciation • Clear, loud, syllables. Flexibility of tone

24. Practice • For distinct enunciation, every word, every syllable, every sound, must be given it proper form and value. • Think of the mouth chamber as a mold, in which the correct form is given to every sound. • Will you please move your lips more noticeably? • The teeth should never be kept closed in speech. • Through practices, we can learn to speak more rapidly, but still with perfect distinctness

25. Ways to gain effective conversation • Good use of English – avoid errors • Improved vocabulary – overlook v oversee • Avoid old phrases • Use humour • Add interesting story • Improve clarity of voice – practice

26. Public Speaking

27. What does the graphic tell you about this speaker

28. The 5-P‘s • Prior • Preparation • Prevents • Poor • Performance

29. From effective conversation to speech • Overcoming Fear • #1 fear • Idea of speech • Know your subject • Know the audience • Target their interest • Organising the speech • Tell them…

30. Developing Your Presentation • What is your goal? • Research your topic • Develop an outline • Create or locate learning aids

31. AIDA POWERFUL opener ttention CLEAR connector nterest AIDA MAIN BODY esire POWERFUL close ction

32. AIDA Establish credentials (Me, You, What) Key point ttention Create +ve expectations Paint the future benefits WIFM nterest AIDA The facts  3  advantages  benefits The facts    esire Me, You, What is required ction

33. Developing Your PresentationMaking the Presentation Interesting • Informative • Fun • Variety • Energy • Audience Interaction

34. Practicing Your Presentation • Simulate the presentation setting • Practice aloud • Practice standing up • Time your presentation • Memorize your opening few sentences • Watch yourself in a mirror

35. Presenting • Stage fright • Feelings follow action • Talk ‘to’, not ‘at’ • Eye contact • Don’t judge your audience • Pause • Volume • Pace

36. Summary He who fails to prepare, prepares to fail!

37. Thank You