The Art of CommunicationThe Art of Communication

The Art of CommunicationThe Art of Communication

•“The ability to express an idea is well nigh as important as the idea itself”

- Bernard Baruch

•The key ingredient to effective communicating is BELIEVABILITY!

Is effective communication verbal, vocal Is effective communication verbal, vocal or visual?or visual?

• Verbal–The message itself

• The words that you say

• Vocal–Your voice

• The intonation, projection & resonance of the voice that carries those words

• Visual–What people see

•What they see of your face & body

Is effective communication verbal, vocal Is effective communication verbal, vocal or visual?or visual?

•If the message is consistent, all 3 elements work together equally:–Verbal 33%–Vocal 33%–Visual 33%

•If the message is inconsistent?

Is effective communication verbal, vocal Is effective communication verbal, vocal or visual?or visual?

•If the message is inconsistent:

–VERBAL 7%

–VOCAL 38%

–VISUAL 55%

Professor Mehrabian, UCLA

What doesWhat doesthis suggest?this suggest?

First Brain & New Brain ComparedFirst Brain & New Brain Compared

First BrainLimbic System, the emotional

centre

Brain Stem, providing immediate, instinctual

response

New Brain

The folds of the cerebrum consist of a very thin 1/8inch thick layer of brain cells called the Cerebral Cortex. All conscious thought takes place within this thin layer of brain cells.

First Brain:First Brain: The Real Power of the Mind The Real Power of the Mind

First Brain• Instinctual & Primitive•300 to 500 million years old•Emotional•Preconscious/Unconscious•Source of instinctive survival

responses: hunger, thirst, danger, sex & parental

care•Common to many animals

New Brain• Intellectual & Advanced• 3 to 4 million years old• Rational• Conscious• Source of thought, memory,

language, creativity, planning & decision making

• Uniquely human

Nine Behavioural Skills:Nine Behavioural Skills:Key Elements of Interpersonal CommunicationKey Elements of Interpersonal Communication

1. Eye communication

2. Posture / movement

3. Gestures / facial expression

4. Dress / appearance

5. Voice / vocal variety

6. Language / non-words

7. Listener involvement

8. Humour

9. The Natural Self

1. Eye Communication1. Eye Communication

OBJECTIVE:

To look sincerely & steadily at another person

•Intimacy, intimidation & involvement•5 seconds for more effectiveness•Beware of eye dart•Beware of slow-blink•Angle of eye incidence•Application to business

2. Posture & Movement2. Posture & Movement

OBJECTIVE:

To learn to stand tall & move naturally & easily

•Stand tall•Watch your lower body•Use the “Ready Position”•Move•Your own style

3. Gestures / Facial Expressions3. Gestures / Facial Expressions

OBJECTIVE:

To learn to be relaxed & natural when you speak

•Find out your habits•Find your nervous gestures•You can’t over-exaggerate•Smile - which third are you in?

– 1) naturally open, smiling faces 2) neutral, that can change from a smile to > 3) serious & intense faces

•Remember the personality factor•Smiles have muscles - false smiles don’t work!

Maslow’s Four Stages of LearningMaslow’s Four Stages of Learning

•1. UNCONSCIOUS INCOMPETENCE– We don’t know that we don’t know

•Most of us in business who have never had extensive feedback about our interpersonal skills are at this state

•We are not aware of our interpersonal communication habits

•2. CONSCIOUS INCOMPETENCE– We know that we don’t know

•As a communicator with slow-blink or the fig leaf knows for the first time that he/she has a distracting eye pattern or gesture when it is realised first hand by that person

Maslow’s Four Stages of LearningMaslow’s Four Stages of Learning

•3. CONSCIOUS COMPETENCE– We work at what we don’t know

•The person with slow-blink (or fig leaf, or monotone, etc.) consciously works at changing a distracting habit

•4. UNCONSCIOUS COMPETENCE– We don’t have to think about knowing it

•A speaker with a distracting habit who has learned to overcome it through practice, doesn’t have to concentrate on not doing the distracting habit

The Four Stages of SpeakingThe Four Stages of Speaking

•1. The Non-Speaker

•2. The Occasional Speaker

•3. The Willing Speaker

•4. The Leader

4. Dress & Appearance4. Dress & Appearance

OBJECTIVE:

To dress, groom & appear appropriate to the environment that you are in, as well as to yourself

•Be appropriate•Dress at the conscious level•It’s bigger than you think

5. Voice & Vocal Variety5. Voice & Vocal Variety

OBJECTIVE:

To learn to use your voice as a rich, resonant instrument when communicating with others

•Your voice transmits energy•Your vocal tone & quality can count for 84% of your message

when people can’t see you (telephone) •The sounds of one word (hello)

•The four aspects of voice (relaxation, breathing, projection, resonance)

•Use vocal variety•Don’t read speeches

6. Language, Pauses & Non-Words6. Language, Pauses & Non-Words

OBJECTIVE:

To use appropriate & clear language to your listeners, with planned pauses & no “non-words”

•Direct language•Vocabulary increases with use•Beware of jargon•The pause - a most important tool•Replacing non-words with pauses

7. Listener Involvement7. Listener Involvement

OBJECTIVE:

To maintain the active interest & involvement of each person with whom you are communicating, every time you talk - whether to one person or one thousand

•Nine techniques for

listener-involving,

in three areas:– A. STYLE– B. INTERACTION– C. CONTENT

A. StyleA. Style

•1. DRAMA– Create a strong opening– Include a dramatic element– Add visual & kinetic detail– End your communication dramatically

•2. EYE COMMUNICATION– Survey all of your listeners– Keep your listeners involved– Gauge the reaction of your listeners

A. StyleA. Style

•3. MOVEMENT– Change the dynamics of your presentation– Never back away from your listeners

•Especially at the beginning & end of your

presentation

•4. VISUALS– Add variety by using visuals

•Something to look at, other than you

– Use different types of visual aids– Get on-the-spot listener participation by

•Questions on flip chart, etc.

B. InteractionB. Interaction

• 5. QUESTIONS– Rhetorical questions

•Keep your listeners active & thinking•Valuable when you don’t have time, or

it’s not appropriate to discuss an issue

– Ask for a show of hands•Get listeners more involved & gives a quick way to gauge their

reactions

– Ask for a volunteer•Only one person may speak or act, but adrenalin will rush through

the others as they consider whether they might be the volunteer

B. InteractionB. Interaction

• 6. DEMONSTRATIONS–Plan ahead for every step or procedure–Have a volunteer from the group

• 7. SAMPLES / GIMMICKS–Have fun with your listeners

•Get them involved, but stay in control

–Consider samples to reward volunteers–Use creativity

C. ContentC. Content

• 8. INTEREST– Before you speak plan what you intend to say

•Ask yourself: “How will I benefit my listeners?”

– Remember short attention spans– Maintain a high level of personal interest

• 9. HUMOUR– Begin with a friendly, warm comment– Make your humour appropriate to your listeners– Develop a sense of humour– If you “lay an egg” be willing to stand back & laugh at yourself

8. Using Humour8. Using Humour

OBJECTIVE:

To create a bond between yourself & your listeners by using humour to enable them to enjoy listening to you more. To use humour as a conscious tool to make others have a good time when they are around you.

•Don’t tell jokes - tell stories or anecdotes•Humanisation is humour•Remember the personality factor•Your smile is what people see•People learn best through humour

9. The Natural Self9. The Natural Self

OBJECTIVE:

To be authentic, to use your natural strengths & build on your weaknesses & be adaptable

•Learn like a juggler•Communicating well

is a lifetime process

Presentations:Presentations:Laptop/LCD:•Don’t make the method more important than the message•Add sound when appropriate•Avoid “creeping awareness”•Beware of laser pointers

Video:•Limit use of the pause button•Give specific points for observation

The Art of CommunicationThe Art of Communication