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COMMUNICATION STRATEGIES

COMMUNICATION STRATEGIES. Learning Objectives. Identify common communication problems that may be holding you back Learn techniques to persuade and influence others Develop skills in asking questions that give you information you need Learn what your non-verbal messages are telling others

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COMMUNICATION STRATEGIES

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  1. COMMUNICATION STRATEGIES

  2. Learning Objectives • Identify common communication problems that may be holding you back • Learn techniques to persuade and influence others • Develop skills in asking questions that give you information you need • Learn what your non-verbal messages are telling others • Enhance your ability to handle difficult situations

  3. Group Exercise • What is a good communicator? • Quotes

  4. Perception & Values

  5. Perception • Experience, education, and culture all affect our perception.

  6. Turn to Page 8 in manual

  7. Group Exercise • What is the purpose of knowing your (or other people’s) personality?

  8. Options and Procedure

  9. Options people like thinking about the big picture

  10. They enjoy knowledge for knowledge’s sake

  11. Options People are abstract thinkers

  12. They see patterns and think outside the “box”

  13. Options people want to know the “big why”

  14. They are bottom line driven, and believe things can be perfect

  15. On the other hand… Procedure people

  16. Procedure people value specifics and fact based details

  17. They are interested in how to do something, not why

  18. Procedure people love cheat sheets and lists; they are note takers

  19. They are practical and work well within a rule based system

  20. Options and procedure personalitiesgravitate to particular occupations

  21. In the United States, most people are Procedural

  22. Different types of people perceive the world in different ways

  23. You should be able to identify and communicate effectively with people that are different.

  24. PersonalExercise: Audience Action Matrix • Think of something you want someone to do, think, feel or buy. Write a brief script of that request to two different audiences. • Draft- “OPTIONS” Audience: • Draft- “PROCEDURE” Audience: • Draft- “MIXED” Audience:

  25. Get your point across at work

  26. Turn to page 17 in Manual

  27. Use the STARR format to make a big impact in a short period of time

  28. STARR: Situation, Task, Action, Results, and Recommendations

  29. STARR: Situation, Task, Action, Results, and Recommendations • This organizational strategy keeps you from leaving out important information. • Some speakers neglect to tell an audience what they need to know. • Others forget to tell the audience what they want to know. • Memorize it and use it for instant organization, especially if someone puts you on the spot for a response.

  30. STARR: Situation, Task, Action, Results, and Recommendations • Turn to page 19 in Manual

  31. Effective listening

  32. The Appearance of Listening • Turn to page 22 in Manual

  33. Good body positioning increases our ability to listen and comprehend

  34. Blending (mirroring) body language can create rapport and trust

  35. Paraphrasing is an active listening response that increases understanding of the content of the message

  36. Paraphrasing • To avoid defensiveness on the part of the speaker, it is important to stay as close as possible to the ideas expressed. • It is also important to put the message into your own words to avoid sounding like you are mindlessly parroting back his/her statements.

  37. Paraphrasing: sample opening statements • It sounds like what you’re saying is… • Let me see if I understand you, what I’m hearing is… • So what I hear you saying is…

  38. Paraphrasing • The exception is a very short paraphrase which simply provides a transition into further detail/clarification: • Statement: "I hate Mondays." Transitional paraphrase: "You hate Mondays?"

  39. Active Listening/Questioning • Active listening questions are non-leading and non-judgmental • At best, they are open-ended, suggesting areas for exploration without anticipating specific content of the speaker’s response.

  40. Active listening questions fall into 5 experiential categories

  41. Active Listening • Active Listening: Mind Tools • Active Listening: Taft College

  42. Active Listening • Turn to page 27 in Manual

  43. Best Practices Body language while speaking

  44. Body Language While Speaking

  45. Body Language While Speaking

  46. Body Language While Speaking

  47. Assertive Communication

  48. Assertive Communication • How is being assertive different from being aggressive? • What causes people to avoid being assertive? • Do you have trouble saying no, even when you really should? • Do you feel like people walk all over you? • Do you have trouble keeping your temper under control?

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