1 / 18

Communication A foundation for optimal service delivery

Project Success Proven. Communication A foundation for optimal service delivery. Yes, but what about communication?. Hermien Zaaiman Eleanor Huggett. Objectives. Project Success Proven. To achieve a greater understanding of: What communication is Why it is so difficult to communicate

kitty
Download Presentation

Communication A foundation for optimal service delivery

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Project Success Proven CommunicationAfoundation for optimal service delivery Yes, but what about communication? Hermien Zaaiman Eleanor Huggett

  2. Objectives Project Success Proven • To achieve a greater understanding of: • What communication is • Why it is so difficult to communicate • Your own communication style

  3. Communication – What is it? • The process of sending and receiving messages • Sending: Verbal and Non-Verbal • Receiving: Perceiving, Listening and Understanding • Communication is EVERYTHING YOU DO! • And must be actively managed for optimal success Project Success Proven

  4. Communication What are the biggest challenges? Project Success Proven The single biggest problem in communication is the illusion that it has taken place George Bernard Shaw

  5. Communication – Effect of Project Success Proven Giving Receiving

  6. Components of Communication Project Success Proven Congruence and Dissonance First impressions matter Awareness matters

  7. Dissonance Goulston’s ten most common perceptions that cause dissonance Project Success Proven How do you perceive yourself? How do you believe others perceive you? Dissonance hampers effective communication The greatest dissonance occurs when people feel most vulnerable Mark Goulston, Just Listen, 2010

  8. Change Project Success Proven

  9. What to do? Project Success Proven When you can’t avoid dissonance, Anticipate it Mark Goulston

  10. The Persuasion Cycle Resistant to doing Listening Project Success Proven Buy-In Considering Continuing to do Glad they did Willing to do Doing Mark Goulston, Just Listen, 2010

  11. Listening – What are you doing? Project Success Proven • Are you listening to respond or to understand? • Do others understand what you are saying? • Do you value what others are saying? • What about that which has been left unsaid?

  12. Receiving – Obstacles to listening and understanding Project Success Proven • Interrupting • Objecting • Redirecting • Rational responses • Emotional responses What is the correct response? Thank You

  13. The Art of Effective Communication Management Project Success Proven • Try to understand the other person’s viewpoint • Develop a desire to listen - Allow others to do the talking • Ask clarifying questions • Demonstrate respect, empathy and sensitivity • Listen for the entire message • Confirm your understanding of the message • Take the other person’s communication preferences into account – How does s/he prefer to be communicated to?

  14. Your Preferred Behavioural Style Project Success Proven How you believe you tend to behave How others tend to experience you vs.

  15. Behavioural Styles – The DISC Model Why? Project Success Proven • Understanding your own behavioural style assists you to: • - Understand the impact of your behavioural style on others • - Adapt your behaviour in interaction with others • Understanding the natural behavioural styles and the preferences of others allows you to understand: • - ‘Why’ they act the way they do at a very high level • - How to adjust your own style when interacting with them to achieve • the desired outcome

  16. Task C D Project Success Proven Conscientious Dominant Respond Initiate S I Steady Influence People

  17. Objectives Project Success Proven • To achieve a greater understanding of: • What communication is • Why it is so difficult to communicate • Your own communication style

  18. The Persuasion Cycle Resistant to doing Listening Project Success Proven Buy-In Considering Continuing to do Glad they did Willing to do Doing Mark Goulston, Just Listen, 2010

More Related