Communication Skills For example: Imagine three managers working in an office building . • The first is all alone but is nevertheless yelling for a subordinate to come help. No one appears,but he continues to yell. • The second is talking on the telephone to a subordinate , but he static on the line causes misunderstanding to subordinate if he usually takes manager's order by telephone because of noice or miss interpreted words. • The third manager is talking in her office with a subordinate who clearly hears and understands what is being said.As we saw the three mangers are attempting to communicate but with different results. Do you think any of our three managers communicate?? Outcome of Effective communication • Interpersonal Relation Satisfaction. • Work Motivation. • Get the responses you want. • Gain other departments’ cooperation to implement ideas . • Improve work enviroment. Communication Process LISTENING SKILLS • Listening does not mean shutting your mouth and opening your ears! • That is HEARING...! • Good listener participates actively in the information exchange. Listening Skills You must be able to listen attentively ACTIVE LISTENING IS A SKILL CONSISTS OF Reflecting back to the speaker a statement of what you think you heard How to be an active listener ?? • Start by Understanding Your Own Communication Style. • Think before speaking. • Pay attention to speakers . • Use Nonverbal Communication . • Give Feedback. • Use Question Techniques. Improving Your Listening Skills 1. Ask yourself "What new things can I learn from this person?" 2. There is no such thing as an uninteresting subject. 3. There are only uninterested people ..! 4. Make sure you have paper and pencil. 5. Move away from distraction. In order to minimize "interference" in your communication with your customers and to get the "high quality" information. You must develop your questioning skills. Communication Barriers • Individual barriers • Organizational barriers Individual barriers • Conflecting inconsistent cues. • Credibility about the subject . • Reluctance to communicatePoor listening skills. • Predispositions about the subject. Organizational barriers • Semantics. • Status or power differences. • noise. • Overload. How to Remove Barriers?? How to Remove Barriers?? Problems with communication can pop-up in different stage : • Sender... • Message... • Channel... • Receiver... • Feedback... • Context... Forms of Communication Communication Form Verbal Non-Verbal Verbal Communication • Verbal Communication occurred by using words. • .Ensure Your Words Are Always Understood. Non-Verbal Communication • Non-Verbal Communication is a communication exchange that does not use words or may use words to carry more meaning than the strict definition of the words themselves . Non-Verbal Communication • Eye Contact. • Voice Control. • Body Language. • Posture. UNDERSTANDING MESSAGES • Even if someone decides to say nothing they are still communicating. • Sometimes the silence speaks louder than words. UNDERSTANDING MESSAGES •Research has shown that when someone has given a spoken message, only 7% of the listener understanding and judgment of the message comes from the words themselves, 38% from the way the message was spoken (accent, tone, inflection etc.) and 55% from the speaker body language (facial expressions, eye contact etc.) Communication Form Vertical Horizontal Vertical Communication Manager Subordinate Subordinate Horizontal Communication Manager Subordinate Subordinate Communication Form Oral Written Oral Communication Oral communication takes place in face-to-face conversation, group discussion , telephone call,…etc Written Communication Written communication can be achieved by different ways like business letter , memos , e.mail ,…..and convey resume. What about meeting?? • Meeting is a mean of communication may need all mentioned forms of cmmunication. • All levels of managers often arrange meeting. How to run an effective meeting?? Meetings are wonderful tools for generating ideas and managing group activity BY: • Good Preparing. • Managing a Meeting. • Time Keeping. • Issuing Minutes. Good Preparing To ensure the meeting is successful, the leader should: • Issue an agenda • Start the discussion and encourage active participation • Work to keep the meeting at a comfortable pace – not moving too fast or too slow • Summarize the discussion and the recommendations at the end of each logical section • Ensure all participants receive minutes promptly Managing a Meeting. • Choosing the right participants is key to the success of any meeting. • Ensure that every person attending and every minute of your meeting adds value. • When an agenda item is resolved, make it clear who in the meeting will be responsible for this. • No extensive discussions between two people. • ensure everyone’s thoughts and ideas are heard Time Keeping. . Here are some ways of ensuring that time is not wasted in meetings: • Start on time. • Don't recap what you've covered if someone comes in late • State a finish time for the meeting and don't over-run. • Arrange your agenda in order of importance • Finish the meeting before the stated finish time if you have achieved everything you need to. Issuing Minutes. • Minutes record the decisions of the meeting and the actions agreed. • It's even better if they are issued on the same day Communication and Interpersonal Skills • Improve your people skills and workplace communication techniques through interpersonal skills training • will help you build cooperation across your entire organization. How to make a great impression?? It takes just a quick glance, maybe three seconds, for someone to evaluate you when you meet for the first time. • Be on Time • Be Yourself, Be at Ease • Present Yourself Appropriately • A Winning Smile • Be Open and Confident • Be Positive • Be Attentive Electronic Communication E.mail is one of the most beneficial tool of cmmunication . • Subject Lines are Headlines • Make One Point per Email. • Specify the Response You Want. • Be a Good Correspondent. Golden Tips of communication 1. Don't take another person's reaction or anger personally. 2. Don't have to have all the answers. 3. Respond (facts and feelings); don't react (feelings) . 4. Understand that people want to feel heard more than they care about whether you agree or not. Golden Tips of communication 5-Remember that what someone says and what we hear can be amazingly different! 6-Acknowledge inconvenience or frustration and offer a timeline, particularly if you need someone else's cooperation. 7-Look for common ground instead of focusing . 8-Remember that change is stressful for most people . Golden Tips of communication 9-Work to keep a positive mental focus. 10-Improve your listening skill .