Communication Skills

1. Communication Skills

2. Listening Skills • It may be an old proverb, but it is still true: Silence is golden • Listening makes it possible for you to know what the other person is thinking. • Active and interested listening is a basic form of respect – one that is universally appreciated.

3. It does not matter if you believe in creation or evolution, one fact remains either way: We have two ears and one mouth – we need to listen twice as much as we speak. • Listening to someone else virtually guarantees that they will listen to what you have to say.

4. You get into a lot less trouble listening than you do by talking. • People may complain about someone who talks too much, but when was the last time you heard someone complain about someone listening too much?

5. You cannot learn if you are the one talking. No lesson can be imparted to you. • The benefits of what other people know are a treasure that can only be unlocked with the key of listening.

6. Listening Skills • Listen without judgement • Listen without thinking about what you will say next • Take time before you respond • Do not be invested in being right

7. If your mind wanders, ask for repetition. • We all are subject to distraction. Try to stay focused • In all cases repeat back what you heard and ask if it is correct

8. Listen to yourself. • Find quiet moments and pay attention to what you are hearing from yourself • Say it honestly, but with consideration for the listener’s feelings. Be polite, respectful and sincere • Have integrity and build trust. Don’t say what you don’t mean. Don’t promise what you won’t or can’t fulfil

9. Pay attention not only to the words people say, but also to their tone of voice, facial expressions, and gestures. What are those things saying? • When you listen do not let your mind wander.If you find yourself thinking about something else ask the person talking to clarify their previous statement.

10. Hearing (paying careful attention to what is being said) Understanding (comprehending the message being sent) Remembering (being able to recall the message being sent) Effective Listening Responding (replying to the sender, letting him or her know you are paying attention) Interpreting (not reading anything into the message the sender is communicating) Evaluating (not immediately passing judgment on the message being sent )

11. Communication Skill • Powerful communicators have learned to present their ideas in a cool, calm, concise manner that conveys personal control and builds confidence in their listeners. • Don’t let your stress show through in your voice or body language. Listeners always trust what they see and hear in your voice and body language before they believe your words.

12. Communication Skill • Create energy and enthusiasm in the minds of your listeners with your voice. • Use your voice to communicate meaning by varying your pitch, melody, tempo, phrasing and tone of voice. • Use your voice to capture your listener’s attention and highlight your important points. Flat, boring voices are like a sleeping pill for your listeners.

13. Communication Skill • Be direct, sincere and honest in all of your business communication. People will respect you and develop trust and confidence in you professionally.

14. Verbal Presentation Skills • Project voice (change pitch, tone and volume). • Avoid fillers (e.g “um”, “er”, “you know”, etc.) • Use many examples. • Provide praise and reinforcement. • Accept listeners’ ideas and suggestions. • Use appropriate humour.

15. Nonverbal Presentation Skills • Maintain eye contact. • Maintain positive facial expressions. • Gesture with hands and arms. • Maintain good posture.

16. Saying No • If you’re saying something serious, notice whether you smile or not. Smiling gives a mixed message and weakens the impact of what you’re saying. • If someone sits down and starts talking to you about what they want, avoid encouraging body language, such as nods and ahas.Keep your body language as still as possible.

17. Avoid asking questions thatwould indicate you’re interested (such as, ‘When do you need it by?’ or ‘Does it really have to be done by this afternoon?’ etc.)

18. It’s all right to interrupt! If you let someone have their whole say without interrupting, they could get the impression you’re interested and willing. • All the while they get no message to the contrary; they will think you’re on board with their plan (to get you to do whatever…)

19. If you’re someone whom others know they can take advantage (they may not even be doing it on purpose, you’re just an easy mark!) you need to indicate by what you do that things have changed.

20. How to Say No in Japan • Saying “no” in a highly vague and round about manner. • Saying “yes” or “no” in an ambiguous fashion • Being silent and not saying anything at all • Asking questions that change the topic

21. How to Say No in Japan • Responding in a highly tangential manner • Leaving the room • Making a polite excuse • Saying “yes, but ....” • Delaying the answer, such as by promising a future letter

22. FEEDBACK

23. What is Feedback The process by which information about the results of an action is communicated to the source of action.

24. FEEDBACK HEAR H U UNDERSTAND M MOTIVATE ACCEPTABLE A NEGOTIATE N

25. GIVING FEEDBACK • Concentrate on behaviour rather than personality • Give observation rather than inference • Suggest / advice change rather than opinion • Specific rather than general • Timely • Provide constructive, encouraging and • non-threatening support

26. RECEIVING FEEDBACK • Be positive to the feedback - value the help given • Listen - don't react • Try to see it from the giver's point of view • Clarify and check your understanding • Compare with feedback from others • Ask for detail not given • Explore options • Decide action you will take

27. Thank You