COMMUNICATION WITH

CONFIDENCE

Dr. Suzy Raouf

Perception & Communication

 Perception is one’s own evaluation

of a person, event or object
 Perception utilizes 1 or more of the
5 senses.
 It is affected by one’s values,
background, upbringing and culture.

Dr.Suzy Raouf
Dr. Suzy Raouf
Dr. Suzy Raouf
Dr. Suzy Raouf
Barriers to Effective Communication
 Differences in Perception
 Assumptions-jumping to conclusions
 Stereotyping- e.g. Mgrs/Teachers/B-W
 Lack of Knowledge
 Lack of Interest
 Lack of Trust
 Emotions (too much is a barrier/hidden
agendas)
Dr. Suzy Raouf
Barriers to Effective Communication
(cont’d)

 Personality (can’t change that of the

receiver, but can control our own)
 Environment-lack of free exchange of ideas
 Attitude (Negative)
 Lack of Feedback
 Problems with Self Expression (due to
limited vocabulary or lack of confidence-
Solution: PLAN)
Dr. Suzy Raouf
Barriers to Effective Communication
(cont’d)

 Filtering: A sender’s manipulation of

information so that it will be seen more
favorable by the receiver.
 Selective Perception; based on needs,
motivations, experience, background, …
 Defensiveness: when threatened, the ability
of understanding is reduced.
 Language: Age, education and cultural
background are variables that influence the
language a person uses.
Dr. Suzy Raouf
Methods of Improving Communication

Minimize no. of links in communication chain

Use multiple media for important message
Limit number of items in a message
Use sketches/illustrations for reinforcement
Itemize the points and put in logical order
Highlight the most important points
Use associations to help recipient understand
Dr. Suzy Raouf
Methods of Improving Communication
(cont’d)

Differentiate between fact & inference (assumption)

Insist on Proper feedback
Encourage all persons involved to use ACTIVE
Listening Techniques by using:
clarifying questions
restating the facts
body language
paraphrasing or summarizing
Dr. Suzy Raouf
Fact vs. Inference (Assumption)

You see a doctor’s car parked outside your

neighbor’s house and you say, “Somebody’s sick
over at the neighbor’s,” you are stating an
assumption rather than a fact.
More accurate to say, “There’s a doctor’s car
parked outside the neighbor’s house (fact).
Maybe somebody is sick there (the
assumption)

Dr. Suzy Raouf

 Communicating with Confidence

Focus on a person’s behavior NOT on the person

Focus on observations NOT inferences
Focus on specific situations rather than on
generalizations
Give feedback as soon after the event as possible
Share information INSTEAD of giving advice
Focus on alternatives INSTEAD of “the right way”

Dr. Suzy Raouf

Communicating with Confidence (cont’d)

Give only the amount of information the

receiver can handle and needs to hear
Discuss events INSTEAD of WHY the event
happened (at least initially)
Focus on the present and future NOT the past
Make communication a 2-way process
Establish rapport; be willing to listen and
understand your customer
Dr. Suzy Raouf
Communicating with Confidence (cont’d)

Let those involved know the purpose of the

communication in advance (if possible)
Use the “I” language, take personal
responsibility for the message
Focus on a continuum of ideas “more of… less of”
NOT either/or
Focus on behavior and events that can be
changed; avoid matters that you cannot do
anything about
Dr. Suzy Raouf
Communicating with Confidence (cont’d)

Be sensitive to time and place

Ask the receiver to paraphrase the ideas you
hope to have delivered in your sales call (to
make sure your message has been properly
understood)

Dr. Suzy Raouf