Aspects of Communication

:
Message

Sender
Communication

Receiver

Aspects of Communication:
Listening

Verbal

Communication

Non-Verbal

Expressing

Listening
– Paying attention to the total content of someone’s verbal communication, without thinking of what you’re going to say next, what you need to do that afternoon, etc.

This Requires Avoiding distractions Attention giving Active Listening

Listening
– Avoiding distractions

Reduce noise Not thinking about what to say Not thinking about other things

Listening

Attending via – Body Language – Eye Contact – Nodding

Active Listening
Tune up what they are saying Tune down your own internal voices

If you are listening to your own voice you can’t be listening to someone else’s voice Beware: Whose Voice Are You Hearing

Active Listening
Listening is a matter of choice and concentration. Listening with your ears to auditory communication. Watch with your eyes for visual communication. Sense with your intuition the real meaning of the communication. Is their a difference with what they say and mean?

Active Listening
– By: – Not interrupting – Focusing – Paraphrasing – Summarizing – Using open ended questions – Attending to speaker’s non-verbal – language

You Cant Get An Access Here

Without First Passing the Test Here

Principles OF Effective Listening And Expression
Intent Counts More than Technique No Guessing ! Peal the Onion Questioning and Listening are the two sides of the same coin: use them effectively Slow down for the yellow lights Check Your Ego at the door

Peel The Onion
“The most basic of all human needs is the need to understand and be understood” - Ralf Nichols
Listen to the Language Listen For GAINS Listen For Pains

Peel The Onion For Gains
Ask your colleague to name one positive business practice that they would like to see implemented in the organization. Listen carefully to what they say. With your gestures and words give them what they want. (if you could achieve that what would it allow you to do?)

Peel The Onion For Pains
Ask your colleague to name one negative business practice that they would like to see changed in the organization. Listen carefully to what they say. With your gestures and words find out what happens. (when -------, then what happens?)

Questioning and Listening
Are Two Sides Of The Same Coin, Use both sides to get full value If you aren’t asking effective Questions, you won’t have anything meaningful to listen to. If you aren’t listening you won’t have anything meaningful to ask.

Causes of conflict due to miscommunication.
Sometimes you hear the wrong message due to one or more of the following factors: Cultural differences Differences of opinion Unclear roles or expectations Emotional responses to an issue or person Unequal status Misunderstanding of the language

Asking Effective Questions
IQ
L o g i c
Communication Skills Asking Effective Questions

EQ

Hints for Effective Questions
Set Expectations – ask permissions to ask questions Make Sure there is enough time and the timing is right Ask One question At a time: Wait for an answer Reward their response and then ask the next question Be cautious of leading Questions Ask “What” And “How” rather than “Why”

Effective Expression

– – – – – –

‘I’ Statements -ownership Matching non-verbal & verbal Questions Overcome barriers Positive language Ask for feedback

Giving Constructive FeedBack
Positive Specific Encouraging Actionable Two-Way Timely Non-judgmental Sensitive

Evaluation

Feedback

Others Self Maximizing Weakness Minimizing Strengths Overgeneralization Personalization
Selective Abstraction

Probing
Focusing on Specific Behavior Analysis Action Plan

Self Esteem

Positive Feedback

CHOICE
Positive Alternatives

Unconscious unskilled(Natural) Conscious Skilled (Contrived) Conscious Unskilled (Nervous, Uncomfortable)

Unconscious unskilled (Blind Ignorance)

Role Modeling

Receiving Feedback
– – – – – – Be open & receptive Listen to what is being said Be aware of immediate reactions Concentrate on content Question if you don’t understand Ask for help/suggestions/ideas

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