communication skills-the art of breaking down barr

CommunicationSkillsTheArtofBreakingDownBarriersParticipantGuideCONTACTINFORMATIONASMEHeadquarters1-800-THE-ASMEASMEProfessionalDevelopment1-800-THE-ASMEEasternRegionalOffice8996BurkeLakeRoad-SuiteL102Burke,VA22015-1607703-978-5000800-221-5536703-978-1157(FAX)MidwestRegionalOffice17NorthElmhurstAve-Suite108Mt.Prospect,IL60056-2406847-392-8876800-628-6437847-392-8801(FAX)NortheastRegionalOffice326ClockTowerCommonsRoute22Brewster,NY10509-9241914-279-6200800-628-5981914-279-7765(FAX)InternationalRegionalOffice1-800-THE-ASMESouthernRegionalOffice1950StemmonsFreeway-Suite5037CDallas,TX75207-3109214-746-4900800-445-2388214-746-4902(FAX)WesternRegionalOffice119-CPaulDriveSanRafael,CA94903-2022415-499-1148800-624-9002415-499-1338(FAX)YoucanalsofindinformationonthesecoursesandallofASME,includingASMEProfessionalDevelopment,theVicePresidentofProfessionalDevelopment,andothercontactsattheASMEWebsite......(PortionsofthismaterialhavebeentakenfromtheASMEManagementSkillsSeminar)Copyright©1997byAllRightsReservedPrintingMay31,19982TABLEOFCONTENTSPART1:PARTICIPANTNOTESWorkbookSection..............................................................................................................3PART2:BACKGROUNDMATERIALI.Communication-BreakingDownBarriers.........................................................................19II.SharpeningListeningSkills...............................................................................................20III.Speaking..........................................................................................................................27IV.EffectiveWrittenCommunications...................................................................................32V.ImprovingCommunications..............................................................................................38VI.MasteringtheArtofAskingQuestions..............................................................................40VII.YoutheListener-ASelf-Inventory...................................................................................41VIII.YoutheCommunicator-ASelf-Inventory........................................................................44IX.SuggestedReadings.........................................................................................................473Part1:Workbook41CommunicationSkillsTheArtofBreakingDownBarriers•Notes:2CommunicationSkills•SharpeningListeningSkills•ImprovingSpeakingSkills•EffectiveWrittenCommunications•ImprovingCommunications•MasteringtheArtofAskingQuestions•MajorpointsthecoursewillcoverNotes:53IncompleteCommunicationCanBeaProblemThecarwithfatherandsonarrivedatthemainhighway.“Lookyourway.”heordered.“Anycarscoming?”“No.”Hestartedtomakehisturnwhenhissonadded,“Onlyatruck.”•Therearemajorbarrierstogoodcommunica-tionthatonecaneasilyfallinto.Notes:4BarrierstoCommunication•Themisuseofwords•Failuretotakeintoaccounttheotherperson’spointofview•Preoccupationwithoutsideworries•Poortiming•Insufficientexplanation•Statusdifferential•Canyouthinkofmorebarriers?Notes:65ListeningIs...•Hearing•Understanding•Remembering•Listeningisathreepartprocess.•Ifoneofthesehavenotbeenachieved,thenlisteninghasnotbeenaccomplished.Notes:6ASME-What’sinitforMe...…theMember?•Technology--Keepingup-to-date,innovation–Section–Nationalmeetings–Publications•Benefits--manyoptions/networking•Development/training•Contribution/recognition•Howwelldoyoulisten?Notes:77WorkonSharpeningYourListeningSkills•Determinewhatisofvaluetoyouinthespeaker’spresentation•Alwayslistenforcentralideas•Identifyanddecreasethenumberofyourpsychologicaloremotionaldeafspots•Alwaysbeawareoftheimportantandtheunimportantinapresentation.•Trainyourselftolistenforthemainideas,thekeypoints.•Isolateanyprejudicesyoumayhave.Notes:8ExploittheAdvantageof“ThoughtSpeed”Over“SpeechSpeed”–Anticipation--lookahead–Discrimination--evaluateandsift–Recapitulation--summarizeandreview–Lookforhiddenmeanings•Activelisteningtakesactivethought.•Activelisteningeliminatestheneedtolaterask“Whatdidhe/shesay?”Notes:89GoodListenersComeOutAhead•Beingagoodlistenerpaysoffinbetterunderstanding,newideas,closerfriendships,increasedefficiency-perhapsevenasalaryincrease.•Therearemajorbenefitstogoodlistening.Notes:10BasicTechniquesDefinetheSuccessfulPresentation1.Focus:single,well-definedobjective2.Knowyouraudience3.Limitkeypoints(5mainpoints,3subpointspermain)4.Realexamplesforillustration5.Pictureworth1000words6.Bodylanguage/slowdown7.Plan,plan,plan8.Ifyoudon’tknowananswer--sayso•Therearekeyelementstogivingasuccessfulpresentation.Notes:911ThereareCertainKeystoEffectiveSpeaking(1)•Havethoughtsinorderbeforetalking.•Use“toneofvoice”toemphasizethepointbeingmade.•Keepoffthesoapbox.•Don’tstateopinionasfacts.•Beflexible.•Therearesomesimplethings,thatifremem-bered,canhaveamajorimpac