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Aspects of Communication: Message

Sender

Receiver Communication

Aspects of Communication: Listening

Verbal

Communication

Expressing

Non-Verbal

Listening – Paying attention to the total content of someone’s verbal communication, without thinking of what you’re going to say next, what you need to do that afternoon, etc.

This Requires Avoiding distractions Attention giving Active Listening

Listening – Avoiding distractions

Reduce noise Not thinking about what to say Not thinking about other things

Listening

Attending via – Body Language – Eye Contact – Nodding

Active Listening Tune up what they are saying

Tune down your own internal voices

If you are listening to your own voice you can’t be listening to someone else’s voice Beware: Whose Voice Are You Hearing

Active Listening Listening is a matter of choice and concentration. Listening with your ears to auditory communication. Watch with your eyes for visual communication. Sense with your intuition the real meaning of the communication. Is their a difference with what they say and mean?

Active Listening – By: – Not interrupting – Focusing – Paraphrasing – Summarizing – Using open ended questions – Attending to speaker’s non-verbal – language

You Cant Get An Access Here

Without First Passing the Test Here

Principles OF Effective Listening And Expression Intent Counts More than Technique No Guessing ! Peal the Onion Questioning and Listening are the two sides of the same coin: use them effectively Slow down for the yellow lights Check Your Ego at the door

Peel The Onion “The most basic of all human needs is the need to understand and be understood” - Ralf Nichols Listen to the Language Listen

Listen

For

For

GAINS

Pains

Peel The Onion For Gains Ask your colleague to name one positive business practice that they would like to see implemented in the organization. Listen carefully to what they say. With your gestures and words give them what they want. (if you could achieve that what would it allow you to do?)

Peel The Onion For Pains Ask your colleague to name one negative business practice that they would like to see changed in the organization. Listen carefully to what they say. With your gestures and words find out what happens. (when -------, then what happens?)

Questioning and Listening Are Two Sides Of The Same Coin, Use both sides to get full value If you aren’t asking effective Questions, you won’t have anything meaningful to listen to. If you aren’t listening you won’t have anything meaningful to ask.

Causes of conflict due to miscommunication. Sometimes you hear the wrong message due to one or more of the following factors: Cultural differences Differences of opinion Unclear roles or expectations Emotional responses to an issue or person Unequal status Misunderstanding of the language

Asking Effective Questions IQ

Asking Effective Questions

L o g i c

EQ Communication Skills

Hints for Effective Questions Set Expectations – ask permissions to ask questions Make Sure there is enough time and the timing is right Ask One question At a time: Wait for an answer Reward their response and then ask the next question Be cautious of leading Questions Ask “What” And “How” rather than “Why”

Effective Expression

– – – – – –

‘I’ Statements -ownership Matching non-verbal & verbal Questions Overcome barriers Positive language Ask for feedback

Giving Constructive FeedBack Positive Specific Encouraging Actionable Two-Way Timely Non-judgmental Sensitive

Evaluation

Others Self Maximizing Weakness Minimizing Strengths Overgeneralization Personalization Selective Abstraction

Feedback

Probing Focusing on Specific Behavior Analysis Action Plan

Positive Feedback

Self Esteem

Unconscious unskilled(Natural)

CHOICE

Conscious Skilled (Contrived)

Positive Alternatives

Conscious Unskilled (Nervous, Uncomfortable)

Unconscious unskilled (Blind Ignorance)

Role Modeling

Receiving Feedback – – – – – –

Be open & receptive Listen to what is being said Be aware of immediate reactions Concentrate on content Question if you don’t understand Ask for help/suggestions/ideas