Communication skills ”seek first to understand than to be understood” Stephen Covey

1. Communication skills”seek first to understand than to be understood” Stephen Covey

2. Let’s start with the movie

3. Why communication • Effective communication skills are critical element in your career and personal life • Marketing • We all must use a variety of communication techniques to understand and be understood

4. Why communication • Half of what is said is heard • Half of what is heard is listened to • Half of what is listened to is understood • Half of what is understood is believed • Half of what is believed is remembered So it ends up remembering 1/32 of what is said

5. All communication methods are important in training but our emphasis will be upon the spoken word... since 70 % or all our communication efforts are: misunderstood, misinterpreted, rejected, disliked, distorted, or not heard (in the same language, same culture)! 70%

6. Communication methods

7. Communication levels Amount taught

8. Types Of Communication Communication Intra-personal Inter-personal

9. Intra personal • You and yourself • If u cannot communicate with your self how can u communicate with others • Talk with your self as anyone else • Personal bank account

10. Interpersonal communication medium • It is the process of sending and receiving information among people

11. What’s that?? I know you believe you understand what you think I said BUT I am not sure you realise that what you heard is not what I meant

12. Emotional bank account • Depositing and withdrawal • Green vs. red line

13. Let’s play a PLAY

14. Listening Seek first to understand

15. Listening • We filter every thing through our paradigm • Listening types • Ignoring • Pretending • Selective • Attentive • empathetic

16. Empathic listening • I don't care how much you know until I know how much you care • It takes time • Listen with your heart

17. Signs of Poor Listening • Condemning the subject as uninteresting without hearing (Prejudging) • Criticizing the speaker's delivery or aids • Getting Personal (Criticizing the speaker himself) • Interrupting!! • Selective listening

18. Signs of Poor Listening (contd.) • Evading the difficult or technical (giving up to listen when you don’t understand) • Submitting to emotional words • Sleeping (e.g. in Parliament)

19. Strategies to Improve your Listening Skills • Prepare to listen. • Limit your own talking. • Concentrate. • Clarify and confirm your understanding. • Rephrase in your own words. • Avoid jumping to conclusion. • Listen to verbal, watch non-verbal. • Listen for emotions and feelings.

20. Play this game

22. Effective use of words Using effective words Tailoring words Speech rate Loudness Asking questions Verbal Communication

23. Non - verbal communication Speaking behaviors Importance of words Importance of voice tone Importance of body language

24. Non-verbal communication‘Body Language’ • Face (95%) • Arms (90%) • Body Angle (80%) • Hands (70%) • Legs (50%)

25. Non-Verbal Communication‘Space and physical contact’ • Distance during interaction • Touching

26. Non-verbal communication -Appearance • Dress like the customer -Visuals ( The mysterious person) -Manners

27. The mysterious person

28. Game

29. Barriers to communication • Judging • Sending solutions • Finishing other sentences • Preparing our response before someone has finished speaking • avoiding

30. finally 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

31. Final word Personality What you say and do What people can see 20% Character 80% What you really are Your inside