Communicating Effectively - New

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    Communication- Overcoming barriers

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    I Have Learned That People Will orgetWhat You Said People Will Forget WhatYou Did But People Will Never Forget HowYou Made Them eel

    Maya Angelov

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    o Premature evaluationo Prejudiceo Inattentiono Stereotypingo Assumptiono Generalizingo Poor listening skillso Fixed ideaso Ignoring or distorting information

    Common Communication Filters

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    Communication Trilogy

    MutualRespect

    Gather goodinformation

    Give goodinformation

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    Six C of Giving Good InformationConcrete

    Correct

    Completelear

    ConciseCourteous

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    Gather Good Information with YourEARs

    Ssilent, listen some moreRreflect your understandingAaffirm to show youre listeningEexplore by asking questions

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    Exploring Questions

    OpenQuestions Open questions yields lot of informationbecause they allow a person to explain what is mostimportant or interesting & encourage elaboration.

    ProbingQuestions Probing questions are those that relate to thetopic we want to explore further. They encourage thespeaker to flush out the details.

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    Closed vs. Open QuestionsWhen did that happen? What made it happen ?

    Was your trip successful? What did you manage to

    accomplish on your trip?

    Did you like the Product ? In what ways do you think that

    Product meets your need?

    Did you have a good meeting? What happened at the

    meeting?

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    Some Probing Questionso Can you be more specific?

    o Can you give me an example of that?

    o What happened then?

    o For instance?

    o How does this affect you?

    o Tell me more or give me the details?

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    Active ListeningUndivided attention, understand thespeaker's point of view.Full attention, use of verbal encouragerssuch as Yes Mmm etc.Non-verbal acknowledgements -nodding, smiling body language.

    ActiveListening

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    Active Listening Skillso Paraphrasing meanings:Translate into your

    own words.

    o Reflecting feelings:when someone isexpressing emotion or feelings or looks

    emotional (upset, angry, excited), convey yourempathy & encourage the speaker to continue.

    o Reflecting facts: briefly summarize the content,or factual aspects.

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    To listen more effectively..oAttend physically the right body language helps

    us to focus on the speaker & encourages the

    speaker to give us more information.

    oAttend mentally follow the speakers flow ofthought, listen to understand, not evaluate; listen

    first, then assess

    oCheck it verbally paraphrase, clarify, probe further,summarize your understanding

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    Bad Habits of Poor Listenerso Interrupting

    o Jumping to conclusions

    o Finishing others sentences for them

    o Frequently (and often abruptly) changing the subject

    o Inattentive body language

    o Not responding to what others have said

    o Failing to ask questions & give feedback

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    Good Habits of Effective Listenerso Observe body language

    o Asking questions

    o Giving time to articulate their thoughts

    o

    Letting people finish what they are saying before givingyour opinion

    o Remaining poised, calm, and emotionally controlled

    o

    Looking alert & interested

    o Responding with nods & uh-uhms.

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    When receiving/listening feedbacko Listen dont resisto Keep calmo Body language should reflect

    you are receptiveo Ask questionsto ensure

    youve understood

    o Dont be overlysensitive, selfprotective.

    o Is it evidence based

    Receiving

    feedback

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    CommunicationThe Power of 8

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