Communication:

The Person-to-Person Skill

4 Principles of Good Communication

•Be clear, concise, and complete.

•Be aware of the difference between fact and opinion.

•Pay attention to tone of voice and body language.

•Be sure your words and body language send the same message.

Main Techniques of Active Listening

•Be responsive.

•Use checking and clarifying questions.

•Paraphrase to check your understanding of the message.

•Listen beyond the words.

Communication Blockers

•Insults•Sarcasm•Interrupting

•Blaming

•Globalizing•Name-calling•Mind-reading•Changing the Subject

Communication Blockers

•Stop communication dead in its tracks

•Can inflame a situation•Tend to come in clusters - Once one is used, others follow.

Straight Talk

•Definition: A 4-step process to getting what you want and making a win-win situation.

The Straight Talk Process

•Step 1: Choose the right time to talk when your listener can be attentive.

The Straight Talk Process

•Step 2: Focus positively on the situation.

The Straight Talk Process

•Step 3: Do not get argumentative or whiny.

The Straight Talk Process

•Step 4: Work out a compromise.

Communication:

The Person-to-Person Skill