Effective Communication

Fred Braganza Ma Foi Management Consultants

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The ability to COMMUNICATE with others is critical to success in both personal and professional aspects of life.
Day 1 Day 2

Communication Process Feedback Skills Speaking Skills Non-verbal Communication Listening Skills Writing Skills
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Specifically
Better Relationships Improved Productivity Customer satisfaction Diversity challenge Managerial Activity

Like Recruiting, Interviewing, Training, Motivating, Evaluating, Coaching, Counseling and Leading.
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Communication Process
Sender Thoughts/Feelings Receiver

Encoding

Message Transmission

Decoding
Thoughts/Feelings

Decoding

Feedback

Encoding
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Misconceptions
We communicate only when we want to communicate.

Words mean the same both to speaker and the listener.

We communicate chiefly with words.

Nonverbal communication is silent communication.

Communication is a one-way street. The message we communicate is the message the listener receives. There is no such thing as too much information...
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Barriers
Distractions Difference in Background Poor Timing Emotions Personality Differences Prejudice Difference in Knowledge and Assumptions Stress

Biases
First impressions Just-like-me Halo effect Contrast effect Leniency/Severity effect... Stereotypes

Within an Organization
Upward Communication

When you talk to your boss

Downward Communication

When you talk to your subordinates

Lateral Communication

When you talk to your colleagues

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Upward Communication
Be sure your message is important to your boss, he has limited time. Be sure the information is accurate and complete. Be brief. Communicate both good and bad news. Communicate regularly. When you present a problem, suggest potential solutions. Make an agenda and send it ahead of your meeting. Be sure your timing is right. Establish clear objectives, as to what you want to accomplish.

Downward Communication
Maintain an open-door policy. Listen attentively and objectively to your employees Dont react emotionally or critically when someone brings you bad news. Use active listening skills. Be sure that the employees know that you care for their opinions...
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Lateral Communication
Get to know as many managers in the organization as you can View peer communication as a chance to establish relationships

Share information
Constantly look for areas or responsibility that improve you interaction with other managers

Give sincere and positive feedback

When appropriate, offer your help Use positive body language when communication
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Speaking Skills

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Effective Speaking
Introduction

Main Body

Conclusion
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Effective Speaking
Introduction
The Introduction should:
1. Get your listeners attention
2. Obtain the listeners interest 3. Communicate your purpose for speaking

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How can you make it happen..?

Plan and Organize what to say

Identify your main points Make sure you address them

Tell your audience

What you want to talk about Why is it important What you expect to occur as a result
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Effective Speaking
Introduction
Present Key Points in logical sequence

Main Body

This

is important for them to remember and understand the whole meaning of your talk

Summarize your message at appropriate times

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Effective Speaking
Introduction

Main Body

The final summary should repeat your talks main idea

Conclusion

You should also restate what you expect your listener to do as a result of your talk
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So lets Summarize
Get your listener's attention Obtain the listeners interest Communicate your purpose for speaking Present key points in logical sequence Summarize before moving to the next point At the end, repeat the main ideas of your talk Check for understanding State what you expect your listener to do as a result of your talk

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Other things

Volume Pitch Tone Pace

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Listening Skills

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 Hearing is largely a Passive Activity To listen well, we have to become involved. Of listening, speaking, reading and writing, listening may be the communication skill most important to your success
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A Listening Model: Four Stages

Stage 1 - Focusing Stage 3 - Evaluating

Decide to listen Create the proper atmosphere Focus on the speaker Show that you are paying attention
Stage 2 - Interpreting

Gather more information Decide whether the information is genuine Evaluate the information Communicate your evaluation
Stage 4 - Responding

Keep from judging Determine the speakers meaning Confirm that you understand the meaning Show that you understand Reach a common understanding

Learn what the speaker expects Consider your own time and energy Decide what to do
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Types of Listening
Informational Listening

Listening to gain information

Evaluative Listening

Listening to make a decision

Empathetic Listening

Listening to understand the speakers feelings.

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Tips to enhance your Informational Listening

Listen for the main idea. Listen for the speakers organizational method. Identify significant details. Take notes. Stay tuned even during familiar topics...

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Tips to enhance your Evaluative Listening`

Judge the idea, not the person. Keep control of your emotions. Identify the speakers position. Consider the speakers credibility. Determine whether the speakers position is supported by facts. Determine whether the speaker needs to do more homework. If you do not agree with the speaker, decide whether there is room for compromise...

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Tips to enhance your Empathetic Listening

Avoid giving evaluative feedback Dont provide direction. Provide good nonverbal feedback. Restate the speakers idea in the form of a question. Listen for and paraphrase feelings. Know your limitations...
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Causes of Poor Listening Habits

Unsuitable listening environment. Allowing your mind to wander. Thinking of something else. Negative reactions to speakers mannerisms, appearance, dress accent, etc. Tuning outbecause the message is difficult or dull. Not paying attention. Talking to others in a group or audience. Lack of desire or determination to listen...
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Active Listening Skills

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Active Listening Skills

Mirroring

Exactly repeating some of the speakers words

It shows the speaker just how a key word or phrase sounds to someone. It shows that you are interested Identifying key points helps the speaker to examine other parts of the message
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 Paraphrasing

You use your own words to re-state the speakers ideas or feelings
Helps you to reflect on the content and the feeling behind the content Helps you to clarify what the speaker is saying Reveals to the speaker how his message sounds to others
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 Summarizing

Involves re-stating the main points of the speakers message

Helps you to focus attention on certain topic Shows that you agree on specific points Guide the speaker to the next point End the conversation
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 Questioning or Clarifying

Involves asking open-ended question to help the speaker clarify his point

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 Motivating the speaker to say more

Involves an empathetic approach. Uses sentences like:

I understand Tell me more Lets talk about it I too went through this situation I would like to hear your point of view
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Feedback
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Feedback

Feedback can be defined as any communication in which a person provides information about some other persons message, motivation, or behavior
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 Feedback directly influences the employees

motivation to perform
Feedback helps employees establish goals Feedback helps employees know how well are they achieving their goal Feedback helps the employees to increase or enhance their goals
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Feedback Technique
Is immediate or well-timed Is specific (avoid using adjectives) Considers the needs of the receiver Focuses on behavior rather than person

Is emotionally controlled
Is two-sided
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Non-verbal Communication
Actions speak louder than words
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What you do and What it Says

Making direct eye contact---------- friendly, sincere, self-confident, assertive Avoiding eye contact.---------------- cold, evasive, indifferent, insecure, passive Shaking head-------------------------- disagreeing, shocked, disbelieving Patting on the back------------------- encouraging, consoling, congratulatory Scratching the head------------------ bewildered, disbelieving Smiling----------------------------------- contended, understanding, encouraging Biting the lip---------------------------- nervous, fearful, anxious Tapping feet---------------------------- nervous Folding arms--------------------------- angry, disapproving, defensive Raising eyebrows--------------------- disbelieving, surprised Narrowing eyebrows----------------- disagreeing, resentful, angry, disapproving Wringing hands------------------------ nervous, anxious, fearful Leaning forward----------------------- attentive, Interested Slouching in seat---------------------- bored, relaxed Sitting on edge of seat--------------- anxious, nervous, apprehensive Hunching over ------------------------- insecure, passive Erect posture--------------------------- self-confident, assertive

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Body Language Why?

Improves communication skills Increases personal effectiveness Advances

your personal and professional

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targets

Body Language
Let your body language be SO CLEAR S Sit, Stand and use your Space O Openness of Expression

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L E A R

Center your attention

Lean to show your attention Eye Contact Appropriate response Relax
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Facial Expressions
The emotions and feelings of a person are reflected on his face. Things like a smile, frown, raised eyebrows, creased forehead, sneer, scrunched nose, etc are indicators of ones state of mind. It is important for our expressions to be reflected on our faces because, if our words dont match with our expressions and tones, people generally go by our expressions and tones.

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Eye Contact
Eye contact is one of the most important part of body language. Maintaining good eye contact shows respect and interest in what the speaker has to say. One should keep eye contact around 60-70% of the time. (However, there are wide cultural differences, so be careful in other countries) Improper eye contact can make you look too intense or low in interest in an interaction
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Posture
Get your posture right and you'll start feeling better, as it makes you feel good. Next time you notice you're feeling a bit down, take a look at how your standing or sitting. Chances are you'll be slouched over with your shoulders drooping down and inward. This collapses the chest and inhibits good breathing, which in turn can make you feel nervous or uncomfortable.
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What do these postures say to you?

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What signals are you sending out?

Positive Signals Leaning forward: interest Smiling: friendly Nodding: attentive and alert Eye contact: curious and focused Negative Signals Crossed arms: defensive Fidgeting / tapping feet: nervous / bored Lack of eye contact: untrustworthy Leaning back: discomfort
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Gestures
Gestures are smaller movements they may accompany speech or be used on their own. Things like nodding ones head, shaking it, touching ones nose, tapping fingers, shrugging shoulders. How you shake hands shows your personality so, is yours like a dead fish, or a body builder, or even a sweaty palms type?
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What do these pictures convey..?

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Positive Body Language

Be Physically alert Maintain eye contact (but dont stare) Use open, relaxed body posture (not slouched) Minimize gestures and random movement Show the speaker that you are actively listening
Source: Judi Brownell, Building Active Listening Skills

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Writing Skills

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Where will you need it?

As you move to higher levels of responsibility While communicating to employees, co-workers and managers Writing a report summarizing your findings Write clear, concise comments when evaluating an employee When filling out discipline action forms
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 Clear and organized writing corresponds to Authors clear and organized thinking process.

The reverse is also true!

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Guidelines for Business Writing

Have a specific audience in mind Know your objective Decide which information is essential to include Decide how to present the information
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The Tri-Level Outline

A. Major Point

1. Minor supporting point 2. Minor supporting point 3. Minor supporting point

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B. Major Point
1.

2.
3.

Minor supporting point Minor supporting point Minor supporting point

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Business Writing Rules

Use specific language Use active voice Use plain English and simple sentences Follow the inverted pyramid rule

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E mail Guidelines
Dont use the To field when sending the mail to more than one person, instead use Bcc.

Be sure to include the relevant Subject line

Dont overuse the High Priority option Message should be concise and to the point
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 Dont write in all capital letters Check for writing errors Simple formatting is best. Use HTML. Dont send attachments unless absolutely necessary
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 Keep abbreviations to minimum Limit smiles to casual conversations Include a brief signature at the end of your email. Read before you send
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 Think before you send Maintain the thread Do not start a new topic by hitting the Reply button, instead hit New

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 Use topic sentences . topic sentence presents the paragraphs main point. Avoid jargon avoid difficult words Stress the positive Take a stand be sure of what you are saying
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Questions?

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fred.b@mafoi.com

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