沟通技巧communication-skills

ImprovingCommunicationSkillsSiliguriBranchofEIRC18July2004ARahimSiliguriBranch,EIRC-ICAI18July2004AThoughtAmanisseldombetterthanhisconversation-GermanProverbSiliguriBranch,EIRC-ICAI18July2004CommunicationSkillsOverviewEffectivecommunicationskillsareacriticalelementinyourcareerandpersonallives.Weallmustuseavarietyofcommunicationtechniquestobothunderstandandbeunderstood.SiliguriBranch,EIRC-ICAI18July2004WhatisCommunication?SENDERRECEIVERFeedbackreceiversenderCommunicationistheprocessofsendingandreceivinginformationamongpeople…MediumEncodeDecodeSiliguriBranch,EIRC-ICAI18July2004MostcommonwaystocommunicateWritingSiliguriBranch,EIRC-ICAI18July2004CommunicationGoalsTochangebehaviorTogetactionToensureunderstandingTopersuadeTogetandgiveInformationSiliguriBranch,EIRC-ICAI18July2004DistortionsinCommunicationSiliguriBranch,EIRC-ICAI18July2004Weneedtoimprovecommunication...as70%ofourcommunicationeffortsare:misunderstoodmisinterpretedrejecteddistortedornotheard6peopletalkingina2peopleconversation!!SiliguriBranch,EIRC-ICAI18July2004CriticalsuccessfactorThemajorityofyourperceivedabilitycomesfromhowyoucommunicate38%Visual55%Tonal7%Verbal93%ofallCommunicationisnonverbal-SKILLSiliguriBranch,EIRC-ICAI18July2004ListeningandSpeakingareusedalot…9%16%30%45%0%5%10%15%20%25%30%35%40%45%50%WritingReadingSpeakingListeningSiliguriBranch,EIRC-ICAI18July2004…Butnottaughtenough9%16%30%45%0%5%10%15%20%25%30%35%40%45%50%WritingReadingSpeakingListeningSiliguriBranch,EIRC-ICAI18July2004CommonCommunicationErrors:Finishingothers’sentencesPreparingourresponsebeforesomeonehascompletedspeakingMultitaskingwhile‘listening’FilteringcontentormeaningbasedonthespeakerSpeakingforothers(we…)SiliguriBranch,EIRC-ICAI18July2004AGoodAlgorithmInordertohavegoodcommunication:ListentoUnderstandUnderstandbeforespeakingSpeaktobeunderstoodSeekunderstandingbeforeproceedingRepeatCommunicationisatwowayprocess!SiliguriBranch,EIRC-ICAI18July2004HowcanitbeimprovedRecognitionPavlovstudyNotbeingjudgmentalStopegocentriccommunicationSiliguriBranch,EIRC-ICAI18July2004Whattoday’sworkshopcanachieveProvide‘knowledge’aboutcommunicationGiveinsighton‘skills’neededSuggestwaysofgoingaboutitWhatyouneedtodo:LearnthetoolsTakeupeveryopportunityPractice,Practice,Practice!SiliguriBranch,EIRC-ICAI18July2004ObservePARISINTHETHESPRINGGODISNOWHERESiliguriBranch,EIRC-ICAI18July2004WhyiscommunicationimportantInspiresconfidenceBuildsrespectinbusinessandsociallifeHelpsmakefriendsDevelopsadistinctpersonalityRevealsyourabilitytoothersSiliguriBranch,EIRC-ICAI18July2004EssentialsofgoodcommunicationKnowledgeSpontaneityinconversationLevelofconversationOrganisingyourthoughtsParticipatingindiscussionsBodyLanguageShowvTellBeingagoodlistenerListeningvhearingSiliguriBranch,EIRC-ICAI18July2004HowtobeanactivelistenerSetthestageEnsuremutualunderstandingUnderstandbodylanguageSuspendjudgmentBehaviorsthathindereffectivelisteningActdistracted(lookatyourwatch!)TellyourownstorywithoutacknowledgingtheirsGivenoresponseInvalidateresponse,benegativeInterruptCriticizeSiliguriBranch,EIRC-ICAI18July2004TechniquestoimprovelisteningskillsPARAPHRASERestatewhatwassaidinyourownwordsSUMMARIZEPulltogetherthemainpointsofaspeakerQUESTIONChallengespeakertothinkfurther,clarifyingbothyourandtheirunderstandingSiliguriBranch,EIRC-ICAI18July2004Twobasictypesofquestions1.Closedquestions:Getaone-wordresponseandinhibitthought.Questionsbeginwithwho,whenandwhich2.Open-endedquestions:Inviteuniquethought,reflectionoranexplanation.Questionsbeginwithhow,whatandhowcome(notwhy!).SiliguriBranch,EIRC-ICAI18July2004PracticeQuestioningRephrasethefollowingclosedquestionstomakethemopen-ended:1.Areyoufeelingtired?2.Isn’titaniceday?3.Wasthelastactivityuseful?4.Isthereanythingbotheringyou?5.Soeverythingisfine,then?SiliguriBranch,EIRC-ICAI18July2004AddingcolourtocommunicationSiliguriBranch,EIRC-ICAI18July2004AddingcolourtocommunicationImages–Describe,reliveShow,don’ttellUseaudience’ssensesSightSoundTouchTasteSmellSiliguriBranch,EIRC-ICAI18July2004ImprovingcommunicationDon’tuseclichesBrevitySincerityDon’tpraiseyourselfAvoidargumentBetactfulSilenceEnunciationClear,loud,syllables.FlexibilityoftoneSiliguriBranch,EIRC-ICAI18July2004PracticeFordistinctenunciation,everyword,everysyllable,everysound,mustbegivenitproperformandvalue.Thinkofthemouthchamberasamold,inwhichthecorrectformisgiventoeverysound.Willyoupleasemoveyourlipsmorenoticeably?Theteethshouldneverbekeptclosedinspeech.Throughpractices,wecanlearntospeakmorerapidly,butstillwithperfectdistinctnessSiliguriBranch,EIRC-ICAI18July2004WaystogaineffectiveconversationGooduseofEnglish–avoiderrorsImprovedvocabulary–overlookvoverseeAvoidoldphrasesUsehumourAddinterestingstoryImproveclarityofvoice–practicePublicSpeakingSiliguriBranch,EIRC-ICAI18July2004WhatdoesthegraphictellyouaboutthisspeakerSiliguriBranch,EIRC-ICAI18July2004The5-P‘sPriorPreparationPreventsPoorPerformanceSiliguriBranch,EIRC-ICAI18July2004Fromeffectiveconversationtosp