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5 STEPS COMMUNICATION

Communication Skills

5 STEPS COMMUNICATION

We cannot solve our pro lems !it" t"e same t"inkin# !e use$ !"en !e create$ t"em% &Al ert Einstein

Communication is not dependant only on words it can also be through your body language and tonality

5 STEPS COMMUNICATION

5 STEPS COMMUNICATION

One sentence can 'Make a $i((erence)**

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5 STEPS COMMUNICATION

First Impression?
It takes just a quick glance, maybe three seconds, or someone to e!aluate you when you meet or the irst time"

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$e on %ime $e &oursel , $e at 'ase (mile) $e *pen (mall %alk $e +ositi!e $e Courteous ,nd ,ttenti!e

5 STEPS COMMUNICATION

5 STEPS COMMUNICATION

+o! #oo$ is ,our communication-

5 STEPS COMMUNICATION

-./0- '1cellent) &ou understand your role as a communicator, both when you send messages, and when you recei!e them" &ou anticipate problems, and you choose the right ways o communicating" +eople respect you or your ability to communicate clearly, and they appreciate your listening skills" 2./-- &ou3re a capable communicator, but you sometimes e1perience communication problems" %ake the time to think about your approach to communication, and ocus on recei!ing messages e ecti!ely, as much as sending them" %his will help you impro!e 4-/2-&ou need to keep working on your communication skills" &ou are not e1pressing yoursel clearly, and you may not be recei!ing messages correctly either" %he good news is that, by paying attention to communication, you can be much more e ecti!e at work, and enjoy much better working relationships) %he rest o this article will direct you to some great tools or impro!ing your communication skills"

.ive steps *
Active /istenin# 0uestionin# Tec"ni1ue .orm Cocoon En#a#e ,oursel( 2on)t 'Assume)

5 STEPS COMMUNICATION

Active /istenin#
5 STEPS COMMUNICATION

Pa, attention* 3ive t"e speaker ,our un$ivi$e$ attention an$ ackno!le$#e t"e messa#e* 4eco#ni5e t"at !"at is not sai$ also speaks lou$l,* # /ook at t"e speaker $irectl,* # Put asi$e $istractin# t"ou#"ts* 2on)t mentall, prepare a re uttal6 # Avoi$ ein# $istracte$ , environmental (actors* # /isten% to t"e speaker)s o$, lan#ua#e* S"o! t"at ,ou are listenin#* Use ,our o!n o$, lan#ua#e an$ #estures to conve, ,our attention* # No$ occasionall,* # Smile an$ use ot"er (acial e7pressions* # Note ,our posture an$ make sure it is open an$ invitin#* # Encoura#e t"e speaker to continue !it" small ver al comments like ,es8 an$ u" "u"*

5 STEPS COMMUNICATION Provi$e (ee$ ack* 5

Ask 1uestions to clari(, certain points* W"at $o ,ou mean !"en ,ou sa,% Is t"is !"at ,ou mean-% Summari5e t"e speaker)s comments perio$icall,* 5 2e(er 9u$#ment* Interruptin# is a !aste o( time* It (rustrates t"e speaker an$ limits (ull un$erstan$in# o( t"e messa#e* Allo! t"e speaker to (inis"* # 2on)t interrupt !it" counter&ar#uments* # 4espon$ Appropriatel,* Active listenin# is a mo$el (or respect an$ un$erstan$in#* :ou are #ainin# in(ormation an$ perspective* :ou a$$ not"in# , attackin# t"e speaker or ot"er!ise puttin# "im or "er $o!n* ;e can$i$8 open8 an$ "onest in ,our response* # Assert ,our opinions respect(ull,* # # Treat t"e ot"er person as "e or s"e # !oul$ !ant to e treate$*

4e(lect !"at "as een sai$ , parap"rasin#* W"at I)m "earin# is% an$ Soun$s like ,ou are sa,in#% are #reat !a,s to re(lect ack*

In

rie(

5 STEPS COMMUNICATION

0uestionin# Tec"ni1ue

5 STEPS COMMUNICATION

*pen 6s Closed 7uestions?

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%ell me how you went about? 8open9 :ow did you prepare? 8open 5 secondary9 ;hat was your starting point? 8probe9 (o, what happened ne1t? 8probe9 ;ho else was in!ol!ed? 8probe9 ,nd how did they respond? 8probe9 ;hat were your thoughts at that stage? 8probe9 ;hat were the main outcomes? 8probe9 (o, that took a total o si1 weeks? 8closed 5 clari ying9 ;as it your idea or someone elses? 8closed 5 clari ying9 ,nd the patient made a ull reco!ery? 8closed 5 clari ying9 (o, let me see i I!e ollowed you 8checking 5 summary9

5 STEPS COMMUNICATION

5 STEPS COMMUNICATION

(ome more e1amples"

# <:ow many people were in!ol!ed in the ight?< <,bout ten"< <;ere they kids or adults?< <=ostly kids"< <;hat sort o ages were they?< <,bout ourteen or i teen"< <;ere any o them wearing anything distincti!e?< <&es, se!eral o them had red baseball caps on"< <Can you remember i there was a logo on any o the caps?< <>ow you come to mention it, yes, I remember seeing a big letter >"<

.orm Cocoon
,!oid any kind o side disturbances or disruptions by creating a cocoon around you which can help you concentrate more on the message o the speaker
%his can help you deli!er better and build a trust or yoursel

5 STEPS COMMUNICATION

Unconscious min$ in(orms ot" t"e people **"e is intereste$ in !"atever I am sa,in#

5 STEPS COMMUNICATION

En#a#e ,oursel(
(how your interest and willingness to here the client"do not project at any stage that the client is secondary ,that may lead to build distrust"

5 STEPS COMMUNICATION

2on)t 'Assume)

5 STEPS COMMUNICATION

Assumption is communication)s #reatest enem,%

5 STEPS COMMUNICATION

5 STEPS COMMUNICATION