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Improving

Alan Gillies-L2LGroup
Communication
Copyright 2009, L2LGroup, All rights reserved.

Effective
Communication
is crucial to all our roles

Improving communication will make you more

Effective and Efficient

Communicating effectively is a

Challenge

Your message has to be

Understood

3 Steps to Communicate
Effectively

Step 1

Listen dont
Hear

Communication is

Two
Way

Active Listening is necessary for


two way communication

Barriers to Listening

Understan
d
what is
being said

Seek

Clarity

Dont

Assume

Replay what you heard

Dont focus
on your

Response

Once you understand a

Response will
Follow

Active listening demands

attention

100%

Active Listening
Right Signals

will send the

Step2

Build

Rapport

Be in

Sync

Pacing

Tonality

Map of the
World

Understand their

Be aware of

Verbal and
Non verbal
Communication

Space

Gestures

Instinct

Body
Language
is crucial

Effectiveness

93%
Non Verbal Cues
Source: Study UCLA California

Impact

7%
Words
Source: Study UCLA California

Impact

38%
Voice Quality
Source: Study UCLA California

Impact

55%
Non Verbal
Source: Study UCLA California

Listen with your eyes

Eye Contact

Step 3

Choose Words
Carefully

Send your
message

Remember their

MAP

Use their

Language

Say only what you

Need to say

Use

Scenarios
and Stories

Metaphors and Analogies


are very powerful

Connect

Emotionally and
Rationally

Use

Props or Visuals if
appropriate

Respond

Straightforwar
dly to questions

Check

Understanding

Avoid

Technical Language

Avoid

Ambiguity

Do You Have
Any Questions?
Contact : Alan Gillies
Tel : 0844 873 3170
Mobile : 07787 506697
Email : info@L2LGroup.com
Web: www.L2LGroup.com

Copyright 2009, L2LGroup, All rights reserved