Professional Documents
Culture Documents
Communication
Speaking
Communication - Speaking
Know what you want to say Think before you talk it increases your effectiveness Know your message Get to the point quickly listener can easily remember what you said Know the outcome you want from your conversation. Persuasion Your effort to make the other person accept your point of view. Plan in advance what you want to say and accomplish Know about your receivers the people youll be talking to.
Communication - Speaking
Control your FEAR FEAR A defense mechanism to protect ourselves. We fear destruction of our self-esteem. Fear focuses on the worst thing that can happen. Focus on the v Listener Not yourself
v v Message Not the words Success Not the alternatives
Visualize a positive outcome Take a deep breath, relax and be yourself Do your homework, know what you want to say Control your negative self-talk Speak from the heart rather than the ego.
Communication - Speaking
Stop TALKING and LISTEN
Conversation Each person have a turn to give and receive Allow your conversation partner to speak Respect the other persons point of view. Concentrate actively LISTEN. Otherwise youll miss vital information Help individuals resolve their own problems with patient listening. Individuals have the ability to solve their own problems.
Communication - Speaking
THINK before you TALK Pay attention to what you will say increase your chance of persuading the listener Choose appropriate words that clearly express your message. Decide on the tone you want in your conversation Determine the outcome you want from your interchange Know your audience, their viewpoint and level of understanding about the subject matter. Shape your message to be easily understood.
Communication - Speaking
Believe in your message
It is only then you will speak naturally about the subject Speak with passion and conviction Allow your feeling, delivery, body language and voice to flow naturally Show your enthusiasm DO NOT FAKE you risk loosing your credibility.
Never let the fear of striking out get in your way George Herman (Babe) Ruth
Communication - Speaking
Repeat major points It reinforces your main points and aids in listeners retention. Know your major points Paraphrase, as needed, in different ways throughout your conversation to re-emphasize Tactfully ask your listener for feedback Ask questions that will indicate the listener understands your main points
Communication - Speaking
Find out what your listener wants To be effective, focus on the listener Ask questions, lots of questions
Use open ended questions Rephrase questions or responses for the listener to ensure shared understanding Offer alternatives/suggestions for the listener to evaluate Define terminology so there is less chance of misunderstanding
Communication
Beware - You have spare time (brain processes information @ 400-600 wpm while avg speaking rate is 125 150 wpm) Focus on your speaker Listen to your speaker and interact. Actively give feedback to the speaker verbal and nonverbal like nodding or smiling. Concentrate on the speakers point of view; review or mentally check to see if you are in agreement. As a speaker, reduce listeners spare time by use of vocal and visual cues as well as use of stories, anecdotes, humour, and metaphors.
It is a system of recording our thoughts It allows us to employ both left-brain and right brain thinking i.e. whole brain thinking. In order to do this, we use key words, symbols and colour. Mind mapping allows us to generate and organize thoughts at the same time.
Mind map while making telephone calls. Who you are going to call
Your purpose for calling When you intend to call What questions you want answered or what comments you want to make What information you want to share.
Use effective communication techniques to express your dissatisfaction about a product or service State the problem Supply supporting evidence State the remedy you seek. What do you want done about it? Hold your temper Avoid attacking the person listening to your complaint
Let them know when you want corrective action completed Ask to see the supervisor or the manager when the person you are speaking with is unable to help you As a last resort, tell them other approaches you plan to take to get resolution of the problem, such as taking your complaint to the manufacturer or getting media attention or anything else.
Communication
Repeat this process until your entire message is covered. Arrange in a logical sequence, such as order of importance. Review and reshuffle points until they make the best impact.
Get to the point quickly * Answer the question, What is my point ? * Put your major point or request, your bottomline first. * Avoid the risk that your listener or reader will be interrupted or simply tune you out before you get to your major point or request. * In closing, reiterate your point(s).
Explain abstract words * Use a metaphor, e.g. he ploughs through his work * Restate the idea using different words. * Paint a picture to clarify the abstract term e.g. A conversation is like a tennis match where the listener and JB Roychowdhury: speaker are the players * Use a simile e.g. Her teeth are like
Conversation A conversation is pearls. like a tennis match where the listener and speaker are the players.
Use active verbs It adds more power and energy to your communication State the doer of the action before the action is done. Add clarity to your sentence. Use passive voice only occasionally, for variety. Assign responsibility for action.
Use gender neutral language * He is universal. But try to include everyone of your listener by using plural instead of singular pronouns as far as possible. * Formulate sentences without pronouns. E.g. Everyone is expected to do the job well, instead of his or her job. * Be consistent in your address to both genders first name of Mr./Ms. * Use gender neutral terminology Work force not manpower * Provide guidance for both sexes on invitations business attire instead of coat and tie
with sound, the emotion communicates the idea, which is more direct and therefore more powerful - Alfred North Whitehead
Support Statements with details Put your most important statement first and follow it with supporting material Give additional facts and figures for greater credibility Watch your listeners for nonverbal cues on how much detail is needed to support your message. Anticipate questions from your listeners nonverbal cues and provide additional information
If I have seen further, it is because I have stood on the shoulders of giants. Sir Isaac Newton
Communication
The ability to simplify means to eliminate the unnecessary so that the necessary may speak. Hans Hoffman
Communicate online Subscribe to an online service Learn to use e-mail. Compose and edit letters off line. Compose with salutation and complimentary close. Be concise; get to the point quickly. Learn netiquette. E.g. Use of all capital letters mean you are shouting Communicate also through news groups, chat rooms, bulletin boards
Communication
Read something inspirational Read inspirational books. Check internet sources for inspirational messages Subscribe to newsletters/pamphlets which provide regular reading to lift the spirit. Try and form habit of reading inspirational thoughts and verses.
Communication
The smile must be of the right kind ; and the right kind must have Understanding in it, and friendliness, and a good deal of patience Roderic Owen
Communication
General tips
Attitude
Eliminate negative feelings Negative feelings drain our energy. They are unavoidable but YOU decide when such negative emotion is necessary. Gain control over your feelings. Be aware of your self-talk. What are you silently saying to yourself Negative feelings emanate nonverbal signals incongruent with what you are trying to get across Practice positive self-talk to avoid negative feelings affecting your self-confidence. Use statements like I will. I can. I am.
Communication
General tips
Behavioural
Use good manners Say such things as please, think you, excuse me with sincerity. Show respect for other people. It improves your communication. Pay attention to good manners - They create the right environment for effective communication - They help us to establish rapport
Recognize manipulative behaviour Be direct Treat others with respect Give convincing arguments. Let others decide for themselves Realize that manipulative behaviour can backfire
Communication
Participate in meetings productively As a participant: Know your reasons for attending a specific meeting and your expected outcome Stick to the agenda once its approved
A prudent person profits from personal experience; A wise one from the experience of others Dr. Joseph Collins
Communication
Experience
Experience is what you got by not having it when you need it. -- Author unknown
The problem is that when you get it, Youre too damned old to do any thing about it. -- Jimmy Connors