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1、Six Habit of Trust Based CommunicationThe importance of communication You communicate with others intentionally or unintentionally Built up rapport interpersonal How do we form our habitual behavior Copying Others Unconsciously habits Consciously Learn Will you? Would you like to rebuild your Uncons
2、ciously behavior ?Communication “Communication” in Latin means “To share” Share InformationThe true meaning of communication To share To understand To have patience To feel comfortableCommunication is the process of sending and receiving information among peopleSENDERRECEIVERFeedbackreceiversenderId
3、ea to be sentEncoded ideaDecoded ideaIdeareceivedAll messages do not reach the receiver due to “distortion”SenderReceiverFeedbackDistortionIdea to be sentEncoded ideaDecoded ideaIdeareceivedCommunication barriers Unfair compare Sexual diversity First impressions are strongest. Emotions Intention/beh
4、aviorCommunication barriers Spoken words Human distinction:valueexperience chemistry speed Different status in the community. timing Hidden AgendaCommunication Purpose Maximized ResultsHighTaskLow Low Trust High I WIN/U LOSE WIN/WIN LOSE/LOSE I LOSE/U WINFour Elements of Trust Built up CredibilityRe
5、liabilityIntimacyOrientationTruthfulnessCredentialOpennessReferenceI can trust what he saidDependabilityPredictabilityFamiliarityHe will not hurt meDiscretionEmpathyObjectivityI like doing thingtogether with himMotivesAttentionHe has responsibility all alongwordsActionRelationshipPointTrust Based Co
6、mmunication The purpose is to finish the task and enhance trustResult =Task +TrustBuilt Rapport Built mutual respect is the base of trust, not always became buddyWhen thing are not going on Go back establish rapport Things are done,dont forget to establish the rapport Always to maintain rapportHabit
7、 oneI always build rapport first I like your styleBehavioral Style GridD4321ABCDRelaterSocializerThinkerDirectorOpenSelf-containedIndirectDirectHow to tell others behavioral style Observe his environmentObserve his behaviorJudgementOpen and Self-containedcadencemultiplicityLike talkLike sharing pers
8、onal feelingLike expressing opinionabundance of the heartWide action rangeSelf- containedOpenWordsIntonationExpressionOpen and Self-containedstableLow voiceLow speedQuestion way (Would you like.?)Like listenDont like express feelingLight Handshake,have patienceDirectIndirectWordsIntonationExpression
9、HOW TO JUDGEOpenSelf- containedIndirectDirectResult:Open+direct=Socializers Keep your relationship businesslike Be prepared and fast-paced Show youve done your homework Explore their desired results and timelines Give options with cost/benefit summary Provide reminders of your track record Respond q
10、uickly with solutions to their problemsCommunicate with DirectorsDirectorsCommunicate with Thinkers Avoid too much social talk Explore their knowledge and objectives Provide logical options with lots of documentation including pros and cons Give them time to think Provide written guarantees and proo
11、f Follow a timetable for measuring results Deliver on promisesThinkersCommunicate with Relaters Focus on building trust and credibility before building business Explore their current practices and relationship needs Provide guidance, direction and personal assurances Practice consistent, predictable
12、 service with personal attentionRelatersCommunicate with Socializers Let them set the pace of the meeting Show more animation and enthusiasm Explore their dreams and motivations Make them look good in the eyes of others, especially their boss Summarize all details Save them complicationsSocializers
13、We are different!Habit TwoI follow your pattern Think first!Prepare Before communication1.what I want him reflectContentEmotion 2.Why he reflect as I wantContentEmotion 3.What information I want transform to himContentEmotion 4.How he can verify my informationContentEmotion How to communicate clarit
14、y Definitely tell him whats your purpose Use the way of honestly to express your purpose( not intimidatory, but respect) Point out what he can benefit from your purpose Communicate with the way he can acceptCommunicate with clarity :PEP model P:point E :evidence P :pointHabit 3 Before I start I thin
15、k over how I desire the other side to react Listen before talkcommunicationSpeaking35%-40%WORDS5%-10%NON-WORDS55%-60%NON-WORDS 55%-60%Speaking 35%-40%WORDS 5%-10%Receive all messages Language message NON-language messageListeningthe other side of communicationToo many people see communication as mer
16、ely speaking.Messages must be received as well as sent.A good question to ask yourself is, are you really listening or simply waiting for your turn to talk? If you are thinking about your reply before the other person has finished, then you are not listening!Listeningthe other side of communicationM
17、essages must be received as well as sent. A good question to ask yourself is, are you really listening or simply waiting for your turn to talk? If you are thinking about your reply before the other person has finished, then you are not listening!Too many people see communication as merely speaking.L
18、istening level Ignoring Pretending Selection Attention EmpathicHow can we improve our listening skills?Eliminate distractionsConcentrateFocus on the speakerMaintain an open mindLook for nonverbal cuesDo not react to emotive wordsAsk questionsSit so you can see & hearAvoid prejudicesTake notesAsk for
19、 clarificationHow can we improve our listening & facilitation skills as trainers?Restating what another has said in your own wordsPulling together the main points of a speakerChallenging participants to tackle & solveproblemsParaphrasingtry it out!Paraphrasing is simply restating what another person
20、 has said in your own words. The best way to paraphrase is to listen carefully to what the other person is saying. Paraphrase often so you develop the habit of doing so. Practice some of the following techniques on your colleagues.Use initial phrases such as:FIn other wordsFI gather thatFIf I unders
21、tand what you are sayingFWhat I hear you saying isFPardon my interruption, but let me see if I understand you correctlySummarizingtry it out!Summarizing pulls important ideas, facts or data together to establish a basis for further discussion and/or review progress. The person summarizing must liste
22、n carefully in order to organize the information systematically. It is useful for emphasizing key points.Try out these summarizing phrases:“If I understand you correctly,your main concerns are”“These seem to be the key ideas you have expressed”Questioninga critical facilitation skill1. Closed questi
23、ons generally result in short yes/no or other one word answers. They should be used only when you want precise, quick answers. Otherwise, they inhibit thought.2. Open-ended questions invite an actual explanation for a response. Questions that begin with “how”, “what” and “why” are typical.There are
24、two basic types of questions:Practice your questioning skillsRephrase the following closed questions to make them open-ended:1. Are you feeling tired now?2. Isnt today a nice day?3. Was the last activity useful?4. Is there anything bothering you?5. So everything is fine, then?(Compare your answers w
25、ith those in the notes below)Other questioning techniques include:Direct questions: asked of a particular individual allows you to initiate control good for re-directing discussion from excessive talkers.Return questions: puts the question back to the questioner or group “What do you think about tha
26、t?”General overview questions: used to initiate a discussion or set up a thoughtful exercise “How would you respond to the situation?”Hypothetical questions: tests the responders problem-solving ability by posing a hypothetical situation “If you had an unlimited budget, what would you fund?”Other he
27、lpful techniques to foster communication (both verbal and non-verbal)Maintain eyecontactMake encouragingstatementsNod Your HeadKeep an openbody positionRepeat a sentenceor part of oneRepeat the lastword or two of theprior speaker Habit 5I read the feeling before the facts Habit 6: I respect your opinion and you respect mineFlow chart of effective communicationliseningfeedbackclarifyconform