business communication skills - learning reinforcer[1]
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8/3/2019 Business Communication Skills - Learning Reinforcer[1]
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Business
Communication
Skills
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Effective Communication :
It is the art of imparting or conveying ideas, views or
information from the mind of one person to the mind of theother and ensuring that it has been understood by the other
person in the same way you want them to understand and no
other way.
Communication Basics
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Physical
Physiological /Biological
Psychological
egotism, defensiveness, hostility
resistance to change to the extent that listeners hear only
what they want to hear
stereotyping i.e. giving someone a label before they have
been heard
Fears
being preoccupied
Communication Barriers
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Major Barriers of Communication
The major barriers of communication is 65,000
different thoughts in a day
100% information from your thought reducing
to 50 % by the time it reaches the listener
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2C 1M
Clear
Complete
Mutual Understanding
Communication Fundamentals
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Communication Fundamentals
Clear about the objective/context of the
communication
Complete about the information that you share to
achieve the objective
Mutual Understanding with regardunderstanding and the feedback of the information
passed.
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Test Understanding Skills
Paraphrasing : Repeating exactly what the other person
said in your own voice
Rephrasing : Repeating what the other person in your
own words
Questioning : using the open ended and closed ended
questions in communication
Summarizing : sharing the important points at the end of the conversation in every communication
Simulating : giving examples and illustration while
communicating
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H
W
W
W
W
W
Open-ended Questions
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Tell them what you are going to tell them
(1 TELL)
Tell them (2 TELL)
Tell them what you told them ( 3 TELL)
3 TELL
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ABC of verbal Communication
• Acuity - Specific
•
Brevity - Brief • Clarity - Clear
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Alertness
Expressions
Naturalness
Pleasantness
Distinctness
5 Essentials of a good voice
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Rate of speech
Volume of speech
Enunciation
Stressing on important words
Giving meaningful pauses
Removing fillers from speech
6 Essentials of Speech
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L Look interested
I Involvement
S Stay on Target
T Test your understanding
E Evaluate the message
N Neutralize your feelings & emotions
Interactive Listening
Test-understand
by using;
- Paraphrasing
- Rephrasing
- Questioning
- Summarizing- Simulating
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Positive Body Signals
Eye contact
Smile
Sitting ErectLeaning forward
Nodding
Tilting head
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Aggressive Vs Submissive
Aggressive people RESPECTS THEIR needsand feelings, in the process violates theneeds and feelings of others
Submissive people RESPECTS OTHERS
needs and feelings, in the process violates
the needs and feelings of others
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Aggressive
people arebasically insecure
Submissive people
have a great senseof inferiority
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Assertive Behaviour
Assertive people stand up for their ownrights in a way that they do not violate
another person’s rights.
Assertiveness is a mode of behaviourwhich helps you to express your feelings,
needs and opinions while respecting thefeelings, needs and opinions of the otherperson
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Some beliefs that lead to Assertive
Behavior I must express my opinions
I respect others opinions
I am responsible for what happens tome; I am in control
I can choose how I behave
I can learn from feedback
I have something to say/offer
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Benefits of Assertiveness
Increased self-control
Greater confidence in yourself
Greater confidence in others
Increased self responsibility
Close working relationships Conducive culture
Getting work done – saving time & energy
Reduced stress levels Addressing issues
An increased chance of everyone winning
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Framework For SpeakingAssertively
Describe the incidence
Tell the other person , how you feel
Tell the other person, what you think
Ask the other person to Comment
Propose a resolution and seek the otherperson’s agreement