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Effective Communication Skills, image, image, image - Coggle Diagram
Effective Communication Skills
Communication
transferring information and understanding
Types
Verbal
Written
Non Verbal
Vertical/Lateral Communication - Formal Communication
Informal Communication is not planned/organized
Learning
-Ask right questions, never assume(ass-u-me)
Organize your thoughts into clear points
Effective Communication
Plans
to implement them
Organizing
is required with others about their tasks
Leaders
must communicate effectively
Controlling
is not possible without written or oral communication
Components of the Communication Process
Channel - route
Context - situation/environment
Perception - understanding /interpretation
Purpose - sender and receiver intend as the outcome
Barriers - interferes / noise
7Cs
Completeness
all facts required by the audience
consider the receiver's mind set and convey the message correctly
cost saving
gives additional information
helps in better decision-making
Conciseness
communicating what you want to convey in least possible words
Consideration
audience's view points, background, mind-set, education level etc
self-respect of the audience is maintained
empathize with the audience, exhibit interest
emphasize on what is possible
Clarity
make understanding easier
repeating - keywords
Concreteness
being particular
supported with specific facts and figures
Courtesy
respect the receiver
polite, judicious, reflective and enthusiastic
courteous message e.g.please, thank you ...
Correctness
no grammatical errors
message is exact, correct and well-timed
Barriers
Inaccurate interpretation
linguistic impact on langguage
Semantics
Physical - e.g. tiredness, hearing, sight or speech problems
Emotional & psychological
Gender
Culture
Effective email writing
STAR Format
Analyze the purpose
Subject of the Mail
Consider the Audience
Build the Structure
Detail & Design Approach - Components of details and design formatting
Execute with Confidence
Hearing vs Listening
Active Listening
process of converting an idea or thought into message
encourage the speaker
2-way process
Defer Judgment
Respond Appropriately
Tips of Effective Listening
stop talking
listen for implied meaning
understand
be aware of ' tune out ' words
concentrate on 'hidden' emotional meanings
Passive Listening
How to deal ?
Check own body language, tone, emotional state
Look for something to complimenting them
Energetic activities to engage them
Ask questions, suggestions
How to overcome -
listen to keyword
repeat the keyword to verify
Appreciative Listening e.g. listen to concert
Empathic Listening - tune into people's feelings
Comprehensive Listening - prefer facts and info
Critical Listening - evaluative listener
Discerning Listening - "effective"
gather info, taking notes
Precision Listening - attention to details that give you clues to the speaker's (similar to comprehensive listening)
Characteristics of good listeners
look at the speaker - observe body languate
give time to articulate their thoughts
tend to pickup subtle
let people finish, respond with nods, look alert and interested, emotionally controlled
Giving Feedback
Negative Feedback
negative approaches such as
Indirect
General
insensitive
Thoughtful, specific, considerate, respect
Asking Question
Purpose - developing people
Open-ended vs close ended
Open Questions
4W, 1H
Funnel Question - start with general questions, then zooming in on a point
Probing Questions - ask to find out more detail
Leading Questions - try to lead the respondent to your way of thinking
Rhetorical Questions - to engage listener
Judger Questions vs Learner Questions
Change your questions change your life - Marilee Adams
Body Language
Common signs
-Arms are crossed
-Eyes maintain little/no contact
-body is physically turned away from you
5 Emotional Competencies/Skills
be aware of your own emotions
lern to control your own emotions
access the emotions of others
look for clues from their body language
relate successfully with other people
EMPATHY is the key to reading body language
Communicate daily through our
dressing
posture
facial expressions
eye contact
hand and arm movements
bodily tensions
voice - tone, pace, inflections
touch
distance - proxemics
Baselining - the way a person behaves normally
Power pose
can increase your good hormones - testosterone levels
Read gestures in clusters
Look for Congruence
REad gestures in context in which they occur
Human eyes - main component of body language
Constricted pupils - i am bored
Dilated pupils - I'm interested
Business gaze, social gaze, intimate gaze
Facial Expression - Innate and learned
Get yourself remembered
shake hands
3 seconds elbow touch
repeat their name
do it in a discreetful manner
Rapport building - matching and mirroring
natural, only positive gesture
