EXCELLENCE IN COMMUNICATION

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 WHAT HAPPENS WHEN WE ARE COMMUNICATING?

We communicate It means
Our ideas Selling our ideas
Ourselves Selling ourselves
Our products Selling our products

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 WHAT REALLY COUNTS……
The key ingredient to effective communication is

BELIEVABILITY

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 Is effective communication verbal, vocal, visual?

VERBAL 7%

VOCAL 38%

VISUAL 55%

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 Three personal qualities that have a
positive effect in communication skills

An outgoing personality

A desire to persuade, to talk,

to work with people

A need for power [optional]

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 EYE COMMUNICATION

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 POSTURE

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 GESTURES AND FACIAL
EXPRESSIONS

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 VOICE AND VOCAL VARIETY

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 LANGUAGE, PAUSES, AND NON WORDS

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 LISTENER INVOLVEMENT

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 USING HUMOR

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 THE NATURAL SELF

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 Why listen?

Percentage of time that people generally spend in the four modes of

communication:

Writing:9%
Reading: 16%
Talking: 35%
Listening: 40%
 
Average listening efficiency is 25%

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     Improved supervisory skills

      Decreased time spent in solving problems

      Improved self-esteem, increased self-confidence

and rapport

      Increased productivity, more information remembered,

and decreased misunderstanding

      Fewer mistakes made because you listened to the instructions

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 3 levels of listening

Level 1: Listening non judgmentally

Level 2: Hearing words without comprehending

Level 3: Listening in spurts

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 Skills required
Act like a good listener

Use the other bodily receptors besides your ears

React to the speaker by sending out non-verbal

signals

Stop talking and use receptive language

Concentrate on what the speaker is saying

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 Five styles of listening

•The faker
•Dependent listener
•The interrupter
•The self-conscious listener
•Logical listener

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 Filters that influence listening
Memories Interests

Images of the future Strong feelings

Expectations Assumptions

Attitudes Prejudices

The physical environment

Beliefs/values

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 Barriers to listening

Time lag
Internal distractions-daydreaming, mental tangents, rebuttals
Emotions- red flag and green flag words
Biases
Styles of listening
Semantic
External
Physical

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 Methods to improve listening
•Find areas of common interest
•Take the initiative
•Work at listening
•Focus your attention on ideas
•Make meaningful notes
•Resist external distractions
•Hold your rebuttal; watch out for hot buttons
•Keep an open mind; ask questions to clarify your understanding
•Capitalize on thought speed; summarize
•Practice regularly
•Analyze what is being said nonverbally
•Evaluate and be critical of content ; not the speaker’s delivery.
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 Nonverbal behaviors
Positive
Smiling
Nodding your head
Sitting forward in the chair
Remaining silent
Opening and relaxing your body posture
Being attentive
Not moving
Having eye contact
Looking delighted
Arching your neck forward
Looking straight at the listener

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 Nonverbal behaviors
Negative
 Raising an eyebrow
 Looking away from the listener
 Squinting your eyes
 Withdrawing
 Scowling
 Slumping in your chair
 Folding your arms across your chest
 Having a critical facial expression
 Drumming your fingers
 Shrugging your shoulders

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