people skills - city training

© Barclays 2015

People Skills: Personal impact volunteer-led lesson

© Barclays 2015

People Skills: Personal impact volunteer-led lessson Activity one: Thinking about communication

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Contents PI1.1 What the experts say

PI1.2 Communication skills

PI1.3 What affects communication?

PI1.4 Thinking about communication

PI1.5 A model of behaviour


What the experts say

PI1.1

“ ““The good communicator is not just a persuasive speaker. He or she must be a good listener too. And that means picking up what’s not said as well as what is.”Peter Portnoi, HR Consultant

“People talk about the importance of the soft skills. They’re the skills that give a candidate the edge. If you’re going for an IT job it’s a given that you’ll be good at IT, but if you can show communication skills, problem-solving skills, creativity – then you’re one step nearer success.”

Karen Allen, Career Coach

“What’s the difference between the information giver and the communicator? The communicator is the one who checks the message got through.”

Steve Boniface, PR and Social Media Manager

“Think before you speak. It’s obvious, isn’t it? Not just in making sure you say the rightthing but also in not saying the wrongthing, however tempting!”

David Turnbull, Location Sound Recordist


Communication skills

PI1.2

Listening accounts for more than 50% of that time, so we’re actually spending

40% of our conscious time just listening

We spend 80% of our conscious hours using four basic communication skills

Listening Speaking

Reading Writing


What affects communication?

PI1.3

Physicaleffects

EmotionaleffectsMessage

Sender

Receiver

Language

Medium

Distractions

Assumptions

Experience

Beliefs

based on Mehrabian’s model of communication


Thinking about communication

PI1.4

WhatWhat needs to be communicated? What result do you want from the communication? How you construct the message will have an impact on how effective it is.

Who

Who do you need to communicate with? How much do they already know? Don’t make assumptions that they will understand. Your message needs to be clear and complete.

HowWhat method is best? Is a text or email appropriate or does the situation need a personal call or a face-to-face meeting? Do you need to limit who the communication goes to?

When When is the best time to communicate the message? Instant messaging is not always best. Sometimes you need to pick the best moment for your message to be effective.


A model of behaviour

PI1.5

Myattitude

Yourbehaviour

Mybehaviour

Yourattitude

(Betari’s box)

© Barclays 2015

People Skills: Personal impact volunteer-led lesssonActivity two: Impact of non-verbal communication


Contents PI2.1 Non-verbal communication

PI2.2 Body language

PI2.3 Tone of voice


Non-verbal communication

PI2.1

Facial expressionGesture

ProximityTouch

Body language Eye contact AppearanceTone


Body language

PI2.2

ExasperatedTired or anxious

Cross or not interestedNot sure

Listen to meTrust me Thoughtful

Upset or sad

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Tone of voice

PI2.3

Apologetic requestSorry but would you mind if I asked you to keep the noise down a little?

Polite requestWould you mind talking more quietly?

Polite instructionPlease talk more quietly

Firm requestI must ask you to make less noise

Firm requestWill you kindly make less noise?

Firm instructionQuiet please!

Firm instructionQuiet!

Good-natured orderKeep quiet you lot!

Rude demandOi! Shut up!

Soft

Hard

© Barclays 2015

People Skills: Personal impact volunteer-led lessson Activity three: Organisational values and workplace behaviour


Contents PI3.1 Organisational culture

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Organisational culture

PI3.1

“We are the most trusted retailer. We have a proud heritage of staff welfare, customer care and involvement in the community. We want to continue to build this.”

Marks and Spencer

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