Documente Academic
Documente Profesional
Documente Cultură
Communication
www.exploreHR.org
Skills 1
You can download this brilliant presentation at:
www.exploreHR.org
Visit www.exploreHR.org for more
presentations on HR management and
management skills
www.exploreHR.org 2
Contents
www.exploreHR.org 3
Effective Communication
Effective Productive
Communication Relationship
www.exploreHR.org 4
The Success Sequence
Our values
Our Beliefs
(self esteem Effective
and self image) Communication
Our thoughts
www.exploreHR.org 5
The Success Sequence
Our values,
beliefs, and
thoughts
Self-
What we say fulfilling
and do prophecy
Results
www.exploreHR.org 6
We communicate to……
• Get information
• Motivate
• Cheat
• Praise
• Make arrangements
• Give advice
• Sell
• Greet
• Abuse
• Etc
www.exploreHR.org 7
Verbal, vocal and visual
Verbal :
The message that
we deliver
Communication Vocal :
The voice that we
convey
Visual :
Our body language
www.exploreHR.org 8
Studies tell 70 % of mistakes in the
workplace are a direct result of poor
communication…..
www.exploreHR.org 9
Causes of Communication Difficulties:
www.exploreHR.org 10
Causes of Communication Difficulties:
www.exploreHR.org 11
Communication failures can cause…..
• Loss of business
• Mistakes, inefficiencies
• Lowered productivity
• Poor coordination and cooperation
• Damaged personal or company image
• Frustration, hostility
www.exploreHR.org 12
Communication failures can cause…..
www.exploreHR.org 13
Some Common Communication Filters
• Premature evaluation
• Prejudice
• Inattention
• Stereotyping
• Assumption
• Generalizing
• Poor listening skills
• Fixed ideas
• Preconceptions
• Ignoring or distorting information contrary to our beliefs
www.exploreHR.org 14
Basic Communication Principles
Everything we do is communication
www.exploreHR.org 15
Basic Communication Principles
www.exploreHR.org 16
Communication Trilogy
Mutual
respect
www.exploreHR.org 17
Give Good Information
www.exploreHR.org 18
Give Good Information
www.exploreHR.org 19
7 Positive Principles for
Cooperative Communication
www.exploreHR.org 20
7 Positive Principles for
Cooperative Communication
www.exploreHR.org 21
7 Positive Principles for
Cooperative Communication
5. Say what do you want,
want not what you don’t want
www.exploreHR.org 22
Assertive Communication
• Make statements that are honest, clear,
Verbally, brief, and to the point
assertive • Use “I” statement : I’d like, I appreciate,
people : I think
• Distinguish between fact and opinion
• Ask, don’t tell
• Offer improvement suggestions, not
advice and commands
www.exploreHR.org 23
Assertive Communication
• Offer constructive criticism, free of blame,
Verbally, assumptions, and ‘shoulds’
assertive • Ask questions to find out the thoughts
people : and feelings of others
• Respect the rights of others as well as
their own rights
• Communicate mutual respect where the
needs of two people conflict, and look for
mutually acceptable solutions
www.exploreHR.org 24
Assertive Communication
www.exploreHR.org 25
Assertive Communication
• Maintain open, steady, relaxed facial
Non
expressions, smiling when pleased,
Verbally,
frowning when angry
assertive
people : • Speak a steady, even pace,
emphasizing key words, with few
awkward hesitations
www.exploreHR.org 26
Manage your body language
• Sit or stand at right angles and on the same level, and
respect people’s personal space zones
www.exploreHR.org 27
Manage your body language
• Maintain appropriate eye contact while listening to
encourage the speaker; increase eye contact to apply
pressure; reduce it to lower pressure
www.exploreHR.org 28
Gather Good Information with
your EARs
www.exploreHR.org 29
Exploring Questions
www.exploreHR.org 30
Closed vs. Open Questions
Did you like the candidate? In what ways do you think that
candidate meets our need?
www.exploreHR.org 31
Some Probing Questions
• For instance?
www.exploreHR.org 32
Active Listening
www.exploreHR.org 33
Benefits of Active Listening
www.exploreHR.org 34
5 Active Listening Skills
• Paraphrasing meanings: Translate into your own words
what the speaker has said
• Reflecting facts:
facts briefly summarize the content, or factual
aspects, of what the speaker has said.
www.exploreHR.org 35
5 Active Listening Skills
www.exploreHR.org 36
To listen more effectively…..
www.exploreHR.org 37
Bad Habits of Poor Listeners
• Interrupting
• Jumping to conclusions
www.exploreHR.org 38
Good Habits of Effective Listeners
• Looking at the speaker in order to observe body language and
pick up subtle nuances of speech
• Asking questions
• Letting people finish what they are saying before giving their
opinion
www.exploreHR.org 39
When receiving/listening feedback
• Listen, don’t resist
www.exploreHR.org 40
When receiving/listening feedback
www.exploreHR.org 41
When receiving/listening criticism
• Make sure your self image stays positive.
positive
www.exploreHR.org 42
References / Recommended Further Readings:
www.exploreHR.org 43
If you find this presentation useful, please consider telling others
about our site (www.exploreHR.org)
End of Material
www.exploreHR.org 44