Mastering Effective Communication: Lessons Learned

1. LESSONS LEARNED:EFFECTIVECOMMUNICATION Videsha Proothveerajh Country Manager Intel Corporation South Africa

2. AGENDA • The Whole continuum • The Communication Process • Communication Styles • Non Verbal Communication • Active Listening

3. Holistic Communication: 3 Major Areas FOCUS, PRACTICE and FEEDBACK LOOP

4. The Communications Process no NOISE NOISE

5. A Communication Model Berlo's Sender-Message-Channel-Receiver Model of Communication

6. Communication Styles

7. Non-Verbal Communication “You never get a second chance to make a first impression” • The innermost, instinctual form of human communication. Unconscious parts of our behavior which is a deeply rooted part in our entire makeup. • The most basic part of our personality • Behavior has no opposite, i.e. there is no such thing as non-behavior.

8. Communication Studies • Mehrabian’s Study to understand the relative impact of facial expressions and spoken words • Spoken words ? % • Voice tone ? % • General body language ? % • Birdwhistell suggested that spoken words account for not more than 30-35% of all our social interactions. • Anthropologist Edward T Hall: only 35% is verbal

9. Types: Non-Verbal Messages • Body Language or Kinesics • Clothing or Artifactual Communication • Voice or Paralanguage • Space and Distance, or Proxemic factors • Color • Time or Chronemics • Touch or Haptics

10. Interpreting Body Language Open BACK FORWARD CLOSED

11. The Art of Active Listening • Allows you to make sure you hear the words and understand the meaning behind the words • Goal:Go beyond listening to understanding ‘Seek first to understand, then be understood.” - Stephen Covey • Requirements: • Definite Intent to Listen • Focus on the Speaker • Verbal and Non-Verbal Encouragers • Feedback Loop to Insure Accuracy “We were given two ears but only one mouth. This is because listening is twice as hard as talking.”-unknown

12. Fast Facts • We listen at 125-250 wpm, think at 1000-3000 wpm • 75% of the time we are distracted, preoccupied or forgetful • 20% of the time, we remember what we hear • More than 35% of businesses think listening is a top skill for success • Less than 2% of people have had formal education with listening

13. Active Listening Techniques • Encouraging • Restating • Reflecting • Summarizing Attending Posture: SOLER S = squarely face personO = use open postureL = lean toward the personE = use eye contactR = relax, keep it natural

14. My Lessons Learned: • Active Listening is a HABIT • Listening is the most powerful form of acknowledgment • Listening builds stronger relationships • Listening promotes being heard • Listening creates acceptance and openness • Listening leads to learning • Listening reduces stress and tension • Listening is CRITICAL in conflict resolution • The barriers to active listening are numerous • Active Listening and Multi-tasking are CONTRADICTORY. • Body Language is key

15. Today’s Communication Paradox • More = Less • More communications options leaves us with less time to attend to the priority information and if left untreated hinders the communication process and makes it • ineffective !

16. Q&A...