Download - Yuliyana Nikolova
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Communication Skills
Trainer: Yuliyana Nikolova
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Communication is a skill that you can learn. It is like riding a bicycle or typing. If you are willing to work at it, you can rapidly improve the quality of
every part of your life
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Learning Objectives: On completion of this training, you will be able to:
• Communicate Effectively
• Read and use Body Language
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CommunicationCommunication is the process of transferring
signals/messages between a sender and a receiver through various methods (written words, nonverbal cues, spoken words). It is also the mechanism we
use to establish and modify relationships. The ability to communicate effectively is important in
relationships, education and work.
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Communication skills
Speaking
ListeningBody
language
Speaking-Delivering the right message
Listening-How to listen effectively and receive the right message
Body Language-How to express your massage true your body
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“The most basic and powerful way to connect to
another person is to listen. Just listen. Perhaps the most important thing we ever give each other is our
attention.”
Rachel Naomi Remen
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1 Stop Talking
“If we were supposed to talk more than we listen, we would have two tongues and one ear.” Mark Twain.
2 Prepare Yourself to Listen
Relax
3 Put the Speaker at Ease
Help the speaker to feel free to speak
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4 Be Patient
Be patient and let the speaker to finish with his sentence
5 Empathise
Try to understand the other person’s point of view
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Speaking
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1 Make eye contact Whether you are speaking or listening, looking into the eyes of the person with whom you are
conversing can make the interaction more successful. Eye contact conveys interest and
encourages your partner to be interested in you in return
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2 Use gestures
These include gestures with your hands and face. Make your whole body talk. Use smaller gestures for
individuals and small groups. The gestures should get larger as the group that one is addressing increases
in size
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3 Don’t send mixed messages
Make your words, gestures, facial expressions and tone match. Disciplining someone while smiling sends a
mixed message and is therefore ineffective. If you have to deliver a negative message, make your words, facial
expressions, and tone match the message.
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4 Manifest constructive attitudes and beliefs
The attitudes you bring to communication will have a huge impact on the way you compose
yourself and interact with others. Choose to be honest, patient, optimistic, sincere, respectful, and accepting of others. Be sensitive to other
people's feelings, and believe in others' competence.
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7%
38%55%
Spoken Words
Voice,Tone
Body Language
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1 Eye Contact
The eyes are 'the mirrors of the soul'. They tell you so much, that for reading body language, eye
contact is a must.Most people instinctively know that when they look in someone else's eyes, they open themselves up for that person. That's why many look away, when they look in someone's eyes they do not know or
trust very well.
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2 Facial Expression
The face is perhaps the most important conveyor of emotional information. A face can light up with
enthusiasm, energy, and approval, express confusion or boredom, and scowl with displeasure. The eyes are particularly expressive in telegraphing
joy, sadness, anger, or confusion
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3 Postures and Gestures
Our body postures can create a feeling of warm openness or cold rejection. For example, when someone faces us, sitting
quietly with hands loosely folded in the lap, a feeling of anticipation and interest is created. A posture of arms crossed
on the chest portrays a feeling of inflexibility. The action of gathering up one's materials and reaching for a purse signals a
desire to end the conversation.
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Thank you