Effective Communication

Communication

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Active listening 1 – or how to really listen

• Active listening is the term used to describe consciously paying attention to another, rather than letting their words wash over us (and only hearing some of them). Active listening is a skill, and like any other skill we can all develop it – with practice

Communication

1. Really concentrate on the speaker – we are capable of processing far more information than the normal speed of speech in words per minute. Harness this spare disk space to listen actively.

2. Pay attention to what is being said and what is

not

being said. Be sure to ask questions around the latter.

3. Give vocal encouragement without cutting across or interrupting (‘I see…’) 4. Build on what has been said, using their language (such as company jargon).

Communication

6.

‘Echo’ key words – shows you have listened without interrupting.

7. Engage in eye contact and be sensitive to different cultures – what is considered a comfortable level of eye contact can vary.

8. Summarise what you believe has been said – do this more frequently in longer meetings with several attendees.

9.

Be aware of your own and others’ body language, or non-verbal communications. We cannot

not

communicate, even when we are not speaking.

10.Ask the right questions.

Communication

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Active listening 1 – Exercise

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Look at the 10 points and give yourself a mark out of 10 according to how well and how often you actively listen. Highlight 3 areas where you want to improve and listen out for them in this workshop

Communication

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Active listening 2 - Good question… When we want to establish rapport:

– How are you?

– Good weekend?

– How’s business?

Communication

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Building rapport 1 - seeing the other perspective

• When communicating with others, remember that people do things for their own reasons, not yours (so this bit really helps).

• Get to know the people you want to improve communications with and find out what makes them tick. They may view the world very differently to you…

Communication

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Building rapport 2 - tuning into Language

• • We take the world in through our senses. At work, these three senses tend to predominate. (

VISUAL, AUDITORY, KINAESTHETIC) SEEING, HEARING, DOING

• What’s more, each of us has a preferred sense for receiving and giving information about the world.

Communication

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Building rapport 3 – non-verbal communications

• - Eye contact • - Posture • - Gestures • - Facial expression

Communication

• Rapport is natural, and can be further developed and encouraged • Conversation is easier when you have a rapport • Rapport encourages people to open up • Rapport needs to be built subtly • People notice when you break rapport

Communication

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Building rapport 3 – non-verbal communications – Exercise

• Think of a time when a proposal, argument, discussion, deal, whatever, in your terms. That you dealt with and put yourself in the other persons shoes and ask ‘What’s in it for me?’

WIIFM .

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My next opportunity to put this into practice will be?

Communication

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Mirroring and Matching

• Are terms used to describe the process of adjusting some aspect of our behaviour to another person or people. The list below gives you a range of strategies for mirroring and matching. With practice you will develop your ability to build rapport in this way with anyone you choose.

Communication

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Mirroring and Matching cont…

• In order to keep it real, try matching and mirroring when you are speaking (doing it when another is speaking looks bogus). Try one or two of these strategies out at a time, and observe the results you get!

Communication

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Golden rules of Communication in a crisis

Communication

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Golden rules of Communication in a crisis Sympathy First State The Facts Detail What We Intend To Do Be Honest Be Humble Remain Calm Remember Your Legal Boundaries Advise When Additional Information Will Be Released

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Conclusion

• “The single biggest problem with communication is the illusion that it has taken place.” George Bernard Shaw

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Questions