Basic Communication Skills Duy Students

8/2/2019 Basic Communication Skills Duy Students

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Instructor: Hoang Anh Duy, MBA

Email: [email protected]


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ommun ca e or efirst meet

Stand up when you meet someone. Smile

Use eye contact

Introduce yourself actively Shake hand

Exchange name card

Remember his/her name for the 1sttime you meet him/her.

Listen to him/her.

Only call their nickname if they wish


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Space Distancing

Close space: 0 --> 50 cm

Private space: 50cm --> 1,2 m

Social space: 1,2 m --> 3,6 m

Public space: > 3,6 m


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Types of communication

Communication

Verbalcommunicatio

n

Non-Verbalcommunication


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Accuracy

Brevity

Clarity

ABCABC PrinciplePrinciple


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1. Clear

2. Complete

3. Concise

4. Correct

5. Courteous

6. Consistency

7. Cautious

5C & 7C Principle


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Ineffective Communication

Case 1:Today, the supervisor of a cakeshop received 50 cakes from thesupplier. She is so disappointedbecause she is sure that she phonedto order only 15 cakes yesterday.

These cake cannot be kept longer, soif they are not sold today, she has to

throw them away.Case 2: An insurance company sent

their offers to a large number of

customers. Some of these customers


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Case 3: A perfume firm advertised theirproducts during the interlude of aninternational football match because thisis an attractive program. However, theirsales did not increase.

Case 4: A company will rehearse aprevent-and-fight-fire program and boardof management will send a list ofemployees who should be involved in this

rehearsal.However, on the day of rehearsal, amanager doesnt receive the list, so he

decided all 40 employees in hisde artment sta there. This caused hi her


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Wrongmessage

Wrongmethod

Wrongobject

No message

Case 1

Case 2

Case 3

Case 4

WHY DO THEY COMMUNICATE INEFFECTIVELY?


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Non-Verbalcommunication

It is a transmission of messages bysome medium other than speech orwriting.

It could be visual or auditory signals. It is very necessary to realize as to

when & where to use them in place

of verbal communication. Body language & other non-verbal

cues occupy 93% of ourcommunication whereas speech

takes only 7%.


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Types of Non-verbalCommunication

Kinesics: Facial expressions, Postures &Gestures.

Oculesics: Eye Contact

Haptics:The communication of touch

Proxemics:The Communication ofspace & proximity.

Chronemics:The effect of time oncommunication

Smile


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Body Language

It is communication of personalfeelings, emotions, attitudes &thoughts through bodymovements.

Body Acting as a truth talker actions do speak louder thanwords.
http://images.google.co.in/imgres?imgurl=http://bp1.blogger.com/_U_NTD9Kf0wo/Rn9QCgvCcwI/AAAAAAAAACw/zsltnFidvSY/s320/body%2Blanguage.jpg&imgrefurl=http://winnerpost.blogspot.com/2007/06/body-language.html&usg=__J0p8JoaWNCeJbO5FF4RHNFBxVXA=&h=320&w=309&sz=25&hl=en&start=5&tbnid=jybcUmJIGlgqZM:&tbnh=118&tbnw=114&prev=/images%3Fq%3Dbody%2Blanguage%26gbv%3D2%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://bp1.blogger.com/_U_NTD9Kf0wo/Rn9QCgvCcwI/AAAAAAAAACw/zsltnFidvSY/s320/body%2Blanguage.jpg&imgrefurl=http://winnerpost.blogspot.com/2007/06/body-language.html&usg=__J0p8JoaWNCeJbO5FF4RHNFBxVXA=&h=320&w=309&sz=25&hl=en&start=5&tbnid=jybcUmJIGlgqZM:&tbnh=118&tbnw=114&prev=/images%3Fq%3Dbody%2Blanguage%26gbv%3D2%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://bp1.blogger.com/_U_NTD9Kf0wo/Rn9QCgvCcwI/AAAAAAAAACw/zsltnFidvSY/s320/body%2Blanguage.jpg&imgrefurl=http://winnerpost.blogspot.com/2007/06/body-language.html&usg=__J0p8JoaWNCeJbO5FF4RHNFBxVXA=&h=320&w=309&sz=25&hl=en&start=5&tbnid=jybcUmJIGlgqZM:&tbnh=118&tbnw=114&prev=/images%3Fq%3Dbody%2Blanguage%26gbv%3D2%26hl%3Den%26sa%3DG


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Body language


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Contd.

Paralinguistic: Variations in pitch,speed, volume & pauses that conveymeaning.

Physical Appearance: Attire,accessories, etc..

Body language includes gestures,postures, facial expressions, eyecontact & physical appearance.

That is What we say? is less

important than How we say it?


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Obama bowing toconvention


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Dos & Don'ts of BodyLanguage

Dont cross your arms or legs

Have eye contact, but dont stare

Dont be afraid to take up somespace

Relax your shoulders

Nod when they are talking Dont slouch, sit up straight

Lean, but not too much


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Contd

Dont touch your face

Keep you head up

Use your hands more confidently Dont stand too close


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Speaking skills


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Voice

Tone

Emphasis

Volumn

Pronounce

Rhythm (Fluency) Speed

VD:

Youwill be promoted

You willbe promoted You will bepromoted


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3. SPEAKING STYLES

Direct:

Courteous:

Ironic/derisive

Allusion/Implication:


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4. Effective speakingskills

Thinking before speaking!

Prepare what you will say.

Gain listeners attention.

Speak briefly, easy to understand.

Use usual and popular statements and idioms.

Use suitable tone in the context.

Ask for feedback (repeat).


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LISTENING SKILLS


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Listen vs. Attentively listen

Listen Attentively listenOnly use ears

Physical process,

unconsciously

Receive sound byphysical respond

Use ears and brain/intellect

Analyze, select,

store and reject

Pay attention, analyze andunderstand

Passive process Active process

Li t i & Att ti l Li t


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Listening & Attentively Listenlevels

Li

sten

Atten

tivelyListe

n

Ignore

ng cm

Pretend

Select

Concentrate


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Listening Skills

Real listening is an active processthat has three basic steps.

Hearing. Hearing just means listening

enough to catch what the speaker issaying.

Understanding.The next part oflistening happens when you take what

you have heard and understand it inyour own way.

Judging. After you are sure youunderstand what the speaker has said,think about whether it makes sense


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Obstacles of attentivelylistening

Speaker (appearance, voice,styles)

Context/Environment (noise, large,)

Culture barriers (language, norms,beliefs,)

Background/Knowledge

Listeners feelings and attitudes(unhappy, arrogant, prejudice,


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Listening Skills

Tips for being a good listener:

Give your full attention on the person who isspeaking.

Make sure your mind is focused.

Let the speaker finish before you begin to talk.

Let yourself finish listening before you begin tospeak! You can't really listen if you are busythinking about what you want say next.

Li t i Skill


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Listening Skills Listen for main ideas.The main ideas are the most.

- They may be mentioned at the start or end of a talk, and

repeated.

- Pay special attention to statements that begin with phrases such

as "My point is..." or "The thing to remember is..."

Ask questions:

- If you are not sure you understand what the speaker has said,

just ask.

- It is a good idea to repeat in your own words what the speaker

said so that you can be sure your understanding is correct.

- For example, you might say, "When you said that no two zebras

are alike, did you mean that the stripes are different on each

one?"

Give feedback:

- Sit up straight and look directly at the speaker.


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WRITING SKILLOutline Style

Shows events in order as they occurred

Takes the audience on a journey through

a flowing presentation

States the problem, the whys, your solution,

and a summary

States the cause and explains the effects

Chronological

Narrative

Problem/ Solution

Cause/ Effect


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Outline Style

Divides the general topic into

several subtopics

Uses some or all of the what,

who, where, when, why, and

how questions

Topical

JournalisticQuestions


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Outline Format

OutlineFormat

Introduction

Body

Conclusion


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Writing Skills

The acronym AIDA is a handy tool forensuring that your copy, or otherwriting, grabs attention. The

acronym stands for:- Attention (or Attract)

- Interest

- Desire

- Action.


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Writing Skills

1. Attention/Attract In our busy world, everybody need to be quick

and direct to grab people's attention. Usepowerful words, or a picture that will catch thereader's eye and make them stop and readwhat you have to say next.

2. Interest This is one of the most challenging stages.

Gaining the reader's interest is a deeper

process than grabbing their attention. Helpthem to pick out the messages that arerelevant to them quickly. So use bullets andsubheadings, and break up the text to make

your points stand out.

Rhetoric is the ancient art of using language topersuade. If you use it well, your audience will


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Writing Skills

3. Desire

As you're building the reader's interest,you also need to help them understand

how what you're offering can help themin a real way. The main way of doing thisis by appealing to their personal needsand wants.

4. Action Finally, be very clear about what actionyou want your readers to take; forexample, "Visit www.ftu.edu.vn now formore information.

i
http://www.ftu.edu.vn/http://www.ftu.edu.vn/


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Practice

Look at this letter to Mr. Cole (Head ofAccounting) and find out what mistakesMr. Brown (Head of marketing) made.

Correct them and draft a good letter.

From: Peter

To: Andy

Thanks for your ppt documents. I will take a look at them tonight

and feedback asap. OK?


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Questioning Techniques

Wrong questions - wrong answer!

Right questions can help to improvea whole range of communicationsskills, such as: better information andlearn more; stronger relationships,manage people more effectively and

help others to learn too.

O d Cl d


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Open and ClosedQuestions

A closed question usually receives asingle word or very short, factualanswer.

E.g. "Are you thirsty?" The answer is "Yes"or "No.

Open questions elicit longer answers,

usually begin with what, why, how. Anopen question asks the respondent forhis or her knowledge, opinion orfeelings.

E. . "Tell me" and "describe" can also


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Open questions are good for:

Developing an open conversation:"What did you get up to onvacation?"

Finding our more detail: "What elsedo we need to do to make this a

success?"

Finding out the other person'sopinion or issues: "What do you think

about those changes?"


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Closed questions are good for:

Testing your understanding, or the otherperson's: "So, if I get this qualification, I willget a raise?"

Concluding a discussion or making adecision: "Now we know the facts, are we allagreed this is the right course of action?"

Frame setting: "Are you happy with theservice from your bank?"

A misplaced closed question, on the otherhand, can kill the conversation and lead toawkward silences, so are best avoided whena conversation is in full flow.

Q ti i T h i


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Questioning TechniquesFunnel Questions

This technique involves starting with generalquestions, and then homing in on a point in eachanswer, and asking more and more detail at eachlevel.

Probing Questions

Asking probing questions is another strategy forfinding out more detail.

E.g. asking your respondents for an example, to helpyou understand a statement they have made.

At other times, you need additional information forclarification, "When do you need this report by, anddo you want to see a draft before I give you my finalversion?", or to investigate whether there is proof for

what has been said, "How do you know that the new



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Questioning TechniquesLeading Questions

Leading questions try to lead the respondent to yourway of thinking:

With an assumption: "How late do you think that the projectwill deliver?".This assumes that the project will certainlynot be completed on time.

By adding a personal appeal to agree at the end: "Lori'svery efficient, don't you think?" or "Option 2 is better, isn'tit?"

Phrasing the question so that the "easiest" response is"yes" (our natural tendency to prefer to say "yes" than "no"plays an important part in the phrasing of referendumquestions): "Shall we all approve Option 2?" is more likelyto get a positive response than "Do you want to approveoption 2 or not?". A good way of doing this is to make itpersonal. For example, "Would you like me to go aheadwith Option 2?" rather than "Shall I choose Option 2?".

Giving people a choice between two options, both of whichyou would be happy with, rather than the choice of one


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Probing questions are good for:

Gaining clarification to ensure you have thewhole story and that you understand itthoroughly; and

Drawing information out of people who aretrying to avoid telling you something.

Leading questions are good for:

Getting the answer you wantbut leaving theother person feeling that they have had achoice.

Closing a sale: "If that answers all of your

questions, shall we agree a price?"


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Rhetorical Questions

Rhetorical questions aren't really questionsat all, in that they don't expect an answer.

They're really just statements phrased inquestion form: "Isn't John's design work socreative?"

People use rhetorical questions because theyare engaging for the listener as they aredrawn into agreeing ("Yes it is and I likeworking with such a creative colleague") rather than feeling that they are being "told"something like "John is a very creative

designer". (To which they may answer "So

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s ng ues on ngTechniques

Open &Close

question

Rhetorical and

leadingquestions

Probingquestions

Funnelquestion

Learning

Relationshipbuilding

Managing andcoaching

Avoiding

misunderstandings

De-fusing aheated situation

Persuadingpeople

U i Q ti i


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Using QuestioningTechniques

Learning: Ask open and closed questions, and useprobing questioning.

Relationship building: People generally respondpositively if you ask about what they do or enquireabout their opinions. If you do this in an affirmative

way "Tell me what you like best about workinghere", you will help to build and maintain an opendialogue.

Managing and coaching: Here, rhetorical andleading questions are useful too. They can help get

people to reflect and to commit to courses ofaction that you've suggested: "Wouldn't it be greatto gain some further qualifications?"

Avoiding misunderstandings: Use probingquestions to seek clarification, particularly when

the consequences are significant.

U i Q ti i


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Using QuestioningTechniques

De-fusing a heated situation:You can calm an angry customer or colleague byusing funnel questions to get them to go into moredetail about their grievance.

This will not only distract them from theiremotions, but will often help you to make themfeel that they have "won" something, and nolonger need to be angry.

Persuading people:

No one likes to be lectured, but asking aseries of open questions will help others toembrace the reasons behind your point ofview."What do you think about bringing the sales

Basic Communication Skills Duy Students

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