Communication Skills
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The document discusses effective communication techniques to influence others, build relationships, and manage performance. It provides tips for conveying information clearly, listening with compassion, developing personal power and trust, setting SMART goals, giving praise, and redirecting performance through gentle feedback rather than criticism. Specific strategies are outlined for each topic, with examples and exercises to apply the concepts to work, personal life, and family relationships.
Communication Skills
- 1. Communication Influence, Relationships and Performance
- 2. A Thought A man is seldom better than his conversation - German Proverb
- 4. Contents Enlarge Your Influence a. Convey Information b. Listen c. Personal power Building Rapports a. Compassion b. Knowledge c. Network Managing performance a. One Minute Goals b. One Minute Praise c. One Minute Feedback
- 5. Ground Rules One Person Talk at a time Ask questions Freedom of movement Sleeping is allowed Mobile Phone on silence mode
- 7. Communication Games 1. Definition Beautiful people - Name House - Draw Green – Imagination 2. Draw Picture – face flipchart 3. Draw Picture – face audience 4. Describe direction
- 8. What is Communication? SENDER RECEIVER Feedback receiver sender Communication is the process of sending and receiving information among people… Medium Encode Decode
- 9. What do you learn? Communication Process Visual/Kinetics/Auditory
- 10. We need to improve communication... as 70 % of our communication efforts are: misunderstood misinterpreted rejected distorted or not heard Processing is 4 time faster than speech 70%
- 11. Part A Enlarge Your Influence Convey Information Listening Personal Power
- 13. A. Convey Information Get attention Give the benefits of listening Based on what they know Speak slow and clearly Organize Info Big Picture Group Info – 3-7 Points Support each point with examples/pictures Check Understanding Do you understand? Can you show me?
- 16. For example H1NI 75 People
- 17. For example H1NI
- 18. H1N1
- 19. H1N1
- 21. Group Exercise In a group of Five. Practice “convey information” Choose one person to be the feedback “What have you done well?” “What do you need to improve?” 5 minutes prepare, 2 minutes present, 1 minute feedback Total Time 20 minutes
- 22. B. Listening
- 23. Listening Show Interest “I am listening” Focus on the key issues “What is the key issues?” Summarize and check “Let me summarize…” Identify the common thread “What is the common issues?” Responds to feeling
- 24. How Do You Show Interest?
- 25. 5W1H
- 26. Skills and Best Practices: Advice to Improve Nonverbal Communication Skills Maintain eye contact. Nod your head to convey that you are listening or that you agree. Smile and show interest. Lean forward to show the speaker you are interested. Use a tone of voice that matches your message Positive Nonverbal Actions Include:
- 35. Listen to the Story First Love Hobby Best Teacher Best Place Best Friends Motivate the person to talk by ? Deep listening Listen with Eyes – Facial Expression
- 36. Tips - “Can u tell me more?” - Pace of speaking - Imitate their body language
- 38. Personal Power Position Knowledge and Experience Rewards (Money, Recognitions, Challenges) Penalty Inspiration
- 39. Personal Power Position “ I am the boss”
- 40. Personal Power Knowledge and Experience “ Based on my experience…”
- 41. Personal Power Rewards (Money, Recognitions, Challenges) “ If you do this, you will be…”
- 42. Personal Power Penalty “ If you continue do this, this is the consequences..”
- 43. Personal Power Inspiration “ We can change it. The benefits are .…”
- 44. Applications How can you apply this in your job to influence people?
- 45. II. Communication to Build Relationship Compassion. Network. Knowledge
- 46. Contents A. Compassion B. Knowledge C. Network
- 48. Relationships Building Emotion Bank Account
- 49. Emotional and analytical zone Emotion Emotion Zone Analysis Zone
- 50. Tim Sanders Three ways to build relationships (Tim Sanders of Yahoo):
- 52. Compassion the human ability to reach out with warmth SUPPORT & LISTEN
- 53. 1. How can I help? Helping others is the way to shape cooperative environment Wal Mart: Drop your work to support your colleagues
- 54. 1. How can I help? Spread good news, not gossip Share your experience of helping co-workers
- 55. WIIFM? Build Network Create Joyful environment Lower resignation rate Create a pleasant experience
- 56. 2. Listen with compassion B. Listening with Compassion - Listen with intend to understand - Caring - rephrase the story - Focus on them
- 57. Network your entire web of relationships
- 58. Network – Informal Influence Social resource to build network for employees
- 59. Calls to PM How many calls you need to make to reach Prime Minister?
- 60. Process Work Match Collection Connecting Dissappearing
- 61. Collection 1 Prepare yourself – store your card 2. SWAP cards 3. organize card 4. Input data (outlook) 5. Follow Up (send email/phone)
- 62. Connecting Tune your receiver what they want vs what they need Arrange to meet Government Affairs Speaking Engagement
- 63. Disappearing No commission
- 64. Circles Circle of Influence Circle of Concerns
- 65. WIIFM Create trust Enlarge your network To feel useful They listen to you because you have helped them Reputation
- 66. Knowledge everything you have learned and everything you continue to learn CAPTURE INFO & SHARE
- 67. Learn faster Our only competitive edge is to learn faster than our competitor
- 68. Capture Build relationships through knowledge sharing Knowledge is social currency for easy conversation (boring or interesting) Capture in many forms: Internet, Blog, Books, Podcast, Interview, TV, Magazine
- 69. Encoding: digest knowldge Read for future application Master the reading and learning skills Books are the cheapest form Books: Outline, Org Structure, Index, Audio, Multimedia. Online Video
- 70. Application At work Support colleagues Coach subordinates
- 71. Info What information you want to have? How many books are you planning to read this year? Who can you share your knowledge ? My next course: Internet research
- 72. Concluding Section Three ways to build emotional and trust: Compassion Network Knowledge ,
- 76. Target Audience Not only for managers Yourself Employees Family
- 77. One Minute Goal Goal Setting Machine Boundary: empty car park SMART
- 78. Steps Establish goals with employees Get both party agreed specifically Check the progress periodically Ask them to do self appraisal: “ things do well” “ things need to improve” Offer help, guidance and ideas (optional) Check your goals once in a while for a minute
- 79. SMART Specific & Situational Measurable & Motivating Action-oriented & Aligned Realistic & Relevant Time-bound & Track able
- 80. Identify Goals Your own career goals Your own personal goals Subordinate goals Family goals General Specific
- 81. Applications Brainstorm how the goal setting can be used in each of the category Your own work? Your personal life?
- 82. Exercise Personal Work Date (Deadline) Detail (specific) Goal (general)
- 83. At Work Don’t policing your employees Work is not progress linear Yes….But Assign more work (performance punishment) Criticizing mercilessly
- 84. Meeting F2F face to face meeting “ How are you doing in this area?” “ Anything I can help in this area?” “ Done anything special?”
- 85. One Minute Praise Recognizing Achievement
- 86. Human Potential "If we are going to bring out the human potential at its best, we must first believe in its existence and its presence." Viktor Frankl, 1905-1997
- 87. Focus on Strengths "The task of leadership is to create an alignment of strengths, making weaknesses irrelevant." Peter Drucker, The Father of Modern Management, 1910-2005
- 88. People will do what you are rewarding them to
- 89. Why? Recognition (human psychology needs) Appreciation (feel valued; not taken for granted) Encourage positive behaviors (People do what you are rewarding them to)
- 90. Maslow Hierarchy of Needs Basic needs Physiological needs - food, water Safety needs Psychological needs Need for love and belongingness Need for esteem - success and status Self-Actualization Realizing one's potential, self-fulfillment, understanding, insight.
- 91. Attitudes Think well of yourself Think well of others Better Strengths
- 92. You can choose You can choose your hat Yellow or Black Yellow = Optimistic Black = Negative Think of one of your good friend Yellow Black
- 93. Food for Thought Thinking about the one thing that will make the morning sun a little brighter Star Buck/ Bugis Junction
- 94. One Minute Praise Get their attention Be specific - sincere Impact to you or others Eyes contact – facial expression Praise Stop. Let them respond Reinforce the behavior Thank the person
- 95. Flashback How have you applied OM Praise to yourself in the past? Give your own example How have you applied OM Praise to your staff/ colleague in the past ? Give your own example How have you applied OM Praise to your family in the past? Give your own example
- 96. Future Application: Now Family Colleagues Own (Deadline) Detail /Sentence (Incident) Target
- 97. One Minute Redirects Performance Improvement
- 98. Off Track Redirect Right Track Traffic Flow
- 99. Redirects Performance lapse Work not up to expectation Procrastinate report Scold people for no reasons Politicking Take company property Over claims Negative attitudes
- 100. Redirects Personal: Self evaluation “how can I do better?” “have I achieved the target?” Employees “how can we do better?” “how can we help?” Family “Any problems?” “Want some helps?”
- 101. It won’t happen often if you Sit down with them in PLANNING stage FOLLOW UP with them in the middle of the project or task Provide them TRAINING before the task DELEGATE properly – resources, expectation, timeline, authority, methods Utilize their STRENGHT
- 102. Talk and Share COMMUNICATION SESSION
- 103. Redirects Gentle but firm no need to shout or show sour face” Never do it in the public When your mood is good No personal attack “ you are so lazy”
- 104. Redirects No right or wrong Focus on effectiveness (less time/people/cost) Focus on objective
- 105. Old Methods Scold Revenge: bad increment Sour face Cold storage Ignore Beat/slap
- 106. Methods Self Appraisal refer to the agreement (OM Goal) “What went right? “What could be improved?”
- 107. Methods Suggestion - Propose the employees some suggestions - “Would you like to try doing this…| because. What do you think?
- 108. Methods Affirmation Affirm person’s past performance in this area State the problem Ask if help needed “how can I help” Seek for solution
- 109. Methods” Fact Finding Do your homework (data) * tell the person what they did “ I observe….” tell the person how you feel and how it affect your work (surprise, disappointed, strange) “I feel…because….” * pause (for them to explain) Propose a solution “ I would you like to …….”
- 110. Sharing of other methods Sharing
- 111. Taboo Don’t….. Attack personally Store up your redirects Threaten Redirect in public Redirect a learner
- 112. Role Play Remember incident you have to do a “redirect”. Role Play Observer
- 113. Summary One Minute Goals Have I achieved my goals? One Minute Praise The area you have done well is… One Minute Redirects What would you like to do?
- 114. Receiving Feedback Self Improvement
- 116. Motive must be right CARE
- 117. Care and Risk Body Odor Bad Breath Stinky Stocking
- 118. Ratio of Feedback 10%
- 119. Logic Thank the Person
- 120. General Reaction ANGRY Embarrass
- 121. Emotional and analytical zone Emotion Emotion Zone Analysis Zone USE QUESTIONS TO REDIRECT THE MIND
- 122. Fire Panic High Stress Ask Questions
- 123. Experience Share with us your experience of receiving feedback? Discuss with the group
- 124. Technique (1) 1. Welcome Feedback 2. Don’t Justify; Just LISTEN 3. Ask for detail 5W1H
- 125. Tips 5. Ask for Guidance Can you give me some tips how to do it better? 6. Appreciation Thank you
- 126. Tips I have never thought of that. TQ 2. Let me think about it. I will get back to you. 3. I overlook that. I will do it by Monday next week
- 127. Question If you receive feedback openly, what would they think of you?
- 128. Role Play EXERCISE: Role Play Stocking Body Odor Late Procrastinate
- 129. SUMMARY One Minute Manager Building Relationship Receive Feedback
- 131. Common Common Sense ≠ Common Practice Our challenge is to adopt new practice
Editor's Notes
- #110: Sa