COMMUNICATION SKILLS

WorkNet Pinellas Job-Readiness Training

COMMUNICATION SKILLS

In this course, you will learn key Communication Skills wanted by employers and necessary for you to be successful. Listening Communicating

Writing

The COMMUNICATION PROCESS

Communication is a two-way process that involves much more than simply writing or speaking. It also involves reading, watching and listening.

Communication Skills -LISTENING

Effective Listening includes: 1. Active Listening Hear what people are really saying

2. Empathic Listening Go beyond active listening

3. Questioning Techniques Asking questions effectively

4. Body Language Understanding non-verbal communication

5. Giving & Receiving Feedback Keeping team member performance high and well-integrated 6. Successful Negotiation Using diplomacy and compromise for conflict resolution and win-win solutions

Active Listening

Hear what people are really saying

Do you REALLY listen to other people or do you hear what you want to hear? Being an active listener means that you believe that EVERYONE has something valuable to say there are FIVE KEY Elements : 1. Pay Attention 2. Show that you are listening 3. Provide Feedback 4. Defer judgment 5. Respond Appropriately

Active Listening
Pay Attention concentrating 100% on what the other person is saying.

Active Listening

Show that you are listening, using you own body language to show them that you are listening with your full attention and PROVIDE Feedback after repeating what they have said

Active Listening
Defer Judgment - Wait until the speaker has finished before you start thinking about what you want to say in responseit is often better to wait and give a well-thought-out response than to rush in with immediate thoughts.

Active Listening
Respond Appropriately -

Make sure that you use proper questions to ensure you understand the situation fully and respond only when you are in a position to give a considered responsetaking into consideration the speakers point of view.

EMPATHIC Listening Go beyond active listening

Do you really understand what someone else is telling you?

Empathic listening is a way of listening and responding to another person that improves mutual understanding and trust.
It is an essential skill as it enables the listener to receive and accurately interpret the speaker's message, and then provide an appropriate response.

The response is a basic part of the listening process and can be critical to the success of a cooperation and/or compromise.

EMPATHIC Listening Empathy is the ability to project oneself into the personality of another person in order to better understand that person's emotions or feelings. Through empathic listening the listener lets the speaker know, "I understand your problem and how you feel about it, I am interested in what you are saying and I am not judging you." In so doing, the listener encourages the speaker to fully express herself or himself free of interruption, criticism or being told what to do.

EMPATHIC Listening Among its benefits, empathic listening

1. builds trust and respect

2. allows the person who feels challenged to release their emotions

3. eases tensions
4. encourages information sharing 5. creates a safe setting that is helpful to share problem solving

Questioning Techniques
Asking questions effectively
If you ask the wrong questions, you'll probably get the wrong answer, or at least not quite what you're hoping for. Asking the right question is at the heart of effective communications and information exchange. By using the right questions in a particular situation, you can improve a whole range of communications skills: for example, you can gather better information and learn more; you can build stronger relationships, manage people more effectively and help others to learn too.

Questioning Techniques
There are different types of questioning techniques
Learning to use different types of questioning can be one of the greatest resources in the communication process.

Five Different Questioning Techniques: 1. Open and Closed Questions 2. Funnel Questions 3. Probing Questions 4. Leading Questions 5. Rhetorical questions

Questioning Techniques
Open and Closed Questions

Open Questions usually begin with what, why or how?

An open question asks the respondent for his or her knowledge, opinion or feelings , like
What happened at the meeting today? Why did he react that way? How was the party?

Tell me what happened next

Describe the situation in more detail

Questioning Techniques
Open and Closed Questions

Open Questions are good for:

1. Developing an open conversation

2. Finding out more detail 3. Finding out the other persons opinion or issues

Questions like: What did you do on your vacation?

What else can we do to make this a success? What do you think about those changes?

Questioning Techniques
Open and Closed Questions

CLOSED Questions are questions that requires a one word only answer, like Yes or No

CLOSED Questions are good for: Testing your

understanding or the other persons Concluding a discussion or making a decision Frame setting

For Example: Are you thirsty? Are you doing okay?

Questions like: If I get this work done, will I get a raise? Now that we know the facts , are we all in agreement that this is the best course of action? Are you happy with the service you have received tonight?

Questioning Techniques
Funnel Questions
START with very general questions and then ask for more and more detailed questions it is often a technique used by detectives when taking a statement from a witness Start with Closed Questions then as you continue, ask more and more Open Questions, like:
Have you used the product before?
Did it work well for you? What was it that you liked or disliked about the product? FUNNEL Questions are good for: Finding out more detail about a specific point Gaining the interest or increasing the confidence of the person you are speaking with

Questioning Techniques
Probing Questions are another way to find out more details - ask for an example to help you understand a statement they have made or for additional clarifying information.
There are FIVE Why Questions:

Who? What? Where? When? Why?

Questioning Techniques
try to lead the person who is listening to think the way the speaker thinks

Leading Questions

They are questions that: Assume or take for granted Add a personal appeal at the end Phrase the question so that the easiest answer is Yes Gives people a choice between two options where either one would be good
Questions like:
How late do you think that the project will deliver?

Patricia is super efficient, isnt she?

Would you like me to go ahead with Option 2? Or Shall I choose Option 2? Which would you prefer A or B?

Questioning Techniques Rhetorical Questions

arent really questions at all they are really statements that do not require an answer.

RHETORICAL Questions are good for engaging the listener, drawing them in it sounds more like being told rather than asked so that the listener is more than likely to agree with the speaker.
with questions like-

Isnt that a great display?

Dont you love the colors? Doesnt that use the space well?

Body Language Understanding non-verbal communication

Recognizing and understanding non-verbal language is key to effective communication. You can lead, inspire and motivate others more successfully by understanding and acting upon their non-verbal language.

From the way people hold their body to the pitch of their voice body language amplifies the emotions behind the words

Here are a few examples:

Body positioning in relation to others
Movement of arms, hands, legs, head and fingers Speed of speaking Voice tone Sweating
Nonverbal communication ranges from facial expression to body language. What might the body language say about each person? Gestures, signs, and use of space are also important in nonverbal communication.

Body Language Understanding non-verbal communication

One study at UCLA indicated that up to 93 percent of communication effectiveness is determined by nonverbal cues. Another study indicated that the impact of a performance was determined: 7 percent by the words used, 38 percent by voice quality, and 55 percent by the nonverbal communication. Multicultural differences in body language, facial expression, use of space, and especially, gestures, are enormous and enormously open to misinterpretation.

Body Language Understanding non-verbal communication

Stop miscommunication by becoming and staying aware of what your body language is saying to others about you and what their body language is saying about them to you. Recognize that people communicate on many levels. Watch their facial expressions, eye contact, posture, hand and feet movements, body movement and placement, and appearance and passage as they walk toward you. Every gesture is communicating something if you listen with your eyes.

Body Language Understanding non-verbal communication

Assess job candidates based on their nonverbal communication. You can read volumes from how the applicant sits in the lobby. The nonverbal communication during an interview should also reveal the candidates skills, strengths, weaknesses, and concerns for you.

If a persons words say one thing and their nonverbal communication says another, you are wont to listen to the nonverbal communication and that is usually the correct decision.

Giving & ReceivingKeeping team member performance high, and well-integrated

Feedback is the cornerstone to almost every communication process

From tracking performance, to managing goals, our ability to give and solicit feedback is critical. Explore how to give feedback in an effective manner and how to receive feedback yourself.

Giving & ReceivingKeeping team member performance high, and well-integrated

Feedback is an important part of the Communication Process with out feedback, we do not know when we have done something well or could perhaps improve upon something. Both positive and negative feedback is useful because it helps us become aware of ourselves, to determine the consequences of our actions and to change our behavior. Feedback is a two-way conversation. The person giving the feedback needs to be gentle and respectful. While, the person receiving the feedback, needs a chance to reflect and respond to what is being shared.

Giving & ReceivingKeeping team member performance high, and well-integrated

When you are GIVING feedback, it is important to rememberEncourage positive actions by letting people know when they have done things well often

Focus on business and work performance

Communicate immediately to the person directly

Be specific and sincere

Be respectful

Giving & ReceivingKeeping team member performance high, and well-integrated

When receiving feedback always remember: Welcome constructive feedback Listen to everything being said Accept feedback at face value Evaluate feedback before responding

Giving & ReceivingKeeping team member performance high, and well-integrated

Giving and receiving feedback can be practiced and learned to become an extremely useful skill for team building , performance and integration.

Successful Negotiation Win-Win getting to a cooperative and comfortable solution

The purpose of negotiation is to resolve situations where what you want conflicts with what someone else wants. The aim of win-win negotiation is to find an answer or solution that is okay to both parties, and leaves all involved feeling that they have won - in some way - once they have finished.

Different disagreements require different approaches small disagreements or major ones, here are some tips to help you be successful.

negotiate v. negotiated, negotiating, negotiates v.intr. To talk with another or others in order to come to terms or reach an agreement: "It is difficult to negotiate where neither will trust" (Samuel Johnson). v.tr. 1. To arrange or settle by discussion and mutual agreement: negotiate a contract.

Negotiation is a careful exploration of your position and the other persons position, with the goal of finding a compromise or common ground that gives each person as much of what they want as possible.
Sometimes it is easier to trade with someone who is prepared to or is willing I will give you this and you give me that but this is not always the case and sometimes compensation or payment will need be offered in order to reach a goal.

Successful Negotiation Win-Win getting to a cooperative and comfortable solution Before you begin to negotiate, think about the matter you will be discussing is it a big deal? or is it a minor disagreement?

The bigger the deal, the more that will need to be thought about before meeting_
1. GOALS: what do you want to get out of the negotiation? What do you think the other person wants?

2. TRADES: what do you and the other person have that you can trade? What do you each have that the other wants? What are you comfortable giving away?
3. ALTERNATIVES: if you do not reach an agreement with the other person, what alternatives do you have? Are these good or bad? How much does it matter if you do not reach an agreement? Does failure to reach a compromise cut you out of future opportunities? And what alternatives might the other person have?

Successful Negotiation Win-Win getting to a cooperative and comfortable solution

4. RELATIONSHIPS: What is the history of the relationship? Could or should this history impact the negotiation? Will there be any hidden issues that may influence the negotiation? How will you handle these? 5. EXPECTED OUTCOMES: what outcome will people be expecting from negotiation? What has the outcome been in the past, and what guidelines if any, have been set? 6. The CONSEQUENCES: what are the results for you if you win or lose the negotiation? What are the consequences for the other person? 7. POWER: who has what power in the relationship? Who controls the resources? Who stands to lose the most if an agreement isnt reached? What power does the other person have to deliver what you hope for? 8. POSSIBLE SOLUTIONS: based on all of the considerations, what possible compromises might there be?

Jargon-

Deciphering specialized terms, idioms, and expressions WHAT IS JARGON? Jargon is the use of special words or terms, idioms or expressions (idiom - an expression that does not mean what it literally says, as to have the upper hand has nothing to do with hands) or acronyms and abbreviations (initials that represent a larger concept or program).

Jargon-

Deciphering specialized terms, idioms, and expressions

Jargon the specialized language of a group of people has its place in the workplace. It can provide useful terms to get across specific meaning quickly.

But when you are working or speaking with people who are from outside of the group, it is important to remember to use general language that can be understood by everyone.

JargonAvoiding the Traps

Although there is a place for jargon in the workplace, there are traps to be avoided. Make sure when communicating that everyone understands by avoiding: Unthinking Trying to impress or fit in Distract from the facts or knowledge Distract from lack of knowledge

Whenever jargon is used inappropriately, it is often a bad reflection on the speaker and lessens the possibility to be heard and understood. Be clear, not clever.

Writing Skills-

Out of all the skills we have, written communication skills are used in the most diverse ways We used to only write homework, letters or documents that went in the mail now we write email and text messages that are sent in an instant, documents, data bases, agreements, proposals and Power Point Presentations.

There are also new features on our web like MySpace, Facebook and Twitterall other new ways to communicate in a flash!

Writing SkillsIn this day and age, most of our written communication is done via computer or electronic device like a Blackberry cell phone or PDA. The most challenging part of writing is to understand that it leaves a lasting impression on those who receive it... especially if it has spelling, grammar, tonal or technique errors. Fortunately, Microsoft Word, Outlook and even most cell phones or PDA will do a spell check or auto-replace unknown words. However, they do not do the job totally.

Writing SkillsWhen we use cell phones to text a friend or IM-Instant Message on-line, we use abbreviations and acronyms to express large thoughts with fewer letters, like LOL stands for Laugh Out Loud and gr8 replaces great.

But when we write for business or school, it is NOT okay to use this abbreviated language. It is also unacceptable to use slang and symbols. Remember to ALWAYS 1. Spell the names of people in the company correctly 2. That numbers should be expressed as words when less than 10 or used to begin a sentence and over 10 should be written as a number 3. Keep sentences short 4. Dashes are used for emphasis 5. Brackets play down words or phrases.

Writing SkillsWhen writing letters for business , there are many things to keep in mind: it is best to address the letter to an individual Use an appropriate closing, like Sincerely Yours or a generic, less personal response, such as With kindest regards

Start with a summary in the first paragraph explaining the reason for the letter
The body of the letter should include important and related information The closing of the letter is the final impression and should end with an action point, such as I will call you later this week to discuss this further

Writing SkillsThe MOST IMPORTANT thing to remember is the Unwritten Law that states READ IT AGAIN! This law applies to EVERYTHING you write memos, letters, proposals, and emails.
When checking your written communications, make sure that the document is clear and to the point. Ask yourself: Is there anything that could be misunderstood? Taken out of context? Does it raise any unanswered questions or fail to make the point you need to get across? Is it too wordy? Is it well organized? Did you close it appropriately?

In Conclusion

it is time to remember and put into practice what you have learned.

The Communication Process is a two-way process It involves writing, speaking, reading, watching, and listening Active Listening is not just as easy as hearing, you need to pay attention, show that you are listening, provide feedback, defer judgment, and respond appropriately Using empathic listening will help you to better understand and relate to the speaker When questioning someone, make sure to think about which questioning techniques will serve you and the other person best Body Language tells the story behind the words. Every move you make reveals hidden or unconscious behavior

Giving and receiving feedback is very important to keeping team member performance high and well-integrated
Successful negotiation comes from win-win communication that promotes cooperation

You made it!

In Conclusion

it is time to remember and put into practice what you have learned.

Jargon is the use of special words or terms, idioms expressions or acronyms and abbreviations that is use with a certain group of people Jargon should be avoided while speaking or writing to prevent miscommunication Good Writing skills are essential to have to be an effective communicator avoid using jargon, texting abbreviations, check your spelling, grammar, punctuation, and ALWAYS READ AGAIN!!

You made it!

for attending this

WorkNet Pinellas Job-Readiness Training