Improving CommunicationAlan Gillies-L2LGroup

Copyright © 2009, L2LGroup, All rights reserved.

Effective Communication is crucial to all our roles

Improving communication will make you more

Effective and Efficient

Communicating effectively is a Challenge

Your message has to be Understood

3 Steps to Communicate Effectively

Step 1

Listen don’t Hear

Communication is

Two Way

Active Listening is necessary for two way communication

Barriers to Listening

Understand what is being said

Seek Clarity

Don’t Assume

Replay what you heard

Don’t focus on your Response

Once you understand a Response will Follow

Active listening demands 100% attention

Active Listening will send the Right Signals

Step2

Build Rapport

Be in

Sync

Pacing

Tonality

Understand their Map of the World

Be aware of

Verbal and

Non verbal Communication

Space

Gestures

Instinct

Body Language is crucial

Effectiveness

93% Non Verbal Cues

Source: Study UCLA California

Impact

7% Words

Source: Study UCLA California

Impact

38% Voice Quality

Source: Study UCLA California

Impact

55% Non Verbal

Source: Study UCLA California

Listen with your eyes

Eye Contact

Step 3

Choose Words Carefully

Send your message

Remember their MAP

Use their Language

Say only what you Need to say

Use Scenarios

and Stories

Metaphors and Analogies are very powerful

Connect Emotionally and Rationally

Use Props or Visuals if appropriate

Respond Straightforwardly

to questions

Check Understanding

Avoid Technical Language

Avoid Ambiguity

Do You Have Any Questions?

Contact : Alan Gillies

Tel : 0844 873 3170Mobile : 07787 506697Email : info@L2LGroup.comWeb: www.L2LGroup.com

Copyright © 2009, L2LGroup, All rights reserved