verbal communication skills

7/29/2019 Verbal Communication Skills

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Verbal CommunicationSkills


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BoazUniversity Tom Atkinson

Based on the presentation of Tom Atkinson,Boazii University, May 6, 2004

Some minor additions by Dr. Enis Karaarslan,

Mula University Computer EngineeringDepartment, March 2013


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Communication Skills Overview

Effective communication skills are a

critical element in your career and

personal lives.

We all must use a variety of

communication techniques to both

understand and be understood.


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Most common ways to communicate

Writing


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Communication Goals

To change behavior

To get action

To ensure understandingTo persuade

To get and give

Information

Source: CGAP Direct


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Critical success factor for life

The majority of your

perceived ability comes from

how you communicate

70% How you

communicate it

30% What you know

Source: CGAP Direct


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Listening Skills


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letiimin 4 unsurundan (Okuma , yazma ,konuma ve dinleme) biri olan dinleme, hakettii dikkati ve nemi grmemektedir. Bize

okumay, yazmay profesyonel eitimcilerretti . Konumay renirken de ailedeherkes seferber oldu . Fakat hi kimse etkindinlemenin nasl olacan retmedi. [1]


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Etkin/etkili dinleme sadece sylenilenleriduymak deil, ayn zamanda bu sylenenleri

nemli bulmak, kavramak ve

deerlendirmektir. [2]


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Agenda

1. Motivation2. How to Listen

3. Paraphrasing, Summarizing and

Questioning


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Part 1

Motivation


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Session Objectives

Be able to: Describe reasons that communication fails

List strategies to improve communication

Paraphrase (izah etmekyorumlamak) andsummarize conversations

Use appropriate questioning techniques


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Listening and Speaking are used a lot

9%

16%

30%

45%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Writing Reading Speaking Listening


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But not taught enough

9%

16%

30%

45%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Writing Reading Speaking Listening


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Listening is needed everywhere

Listening skills form the basis of: Continued learning

Teamwork skills

Management skills Negotiation skills

Emotional intelligence


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But not practiced effectively

70% of all communication is Misunderstood

Misinterpreted

Rejected Distorted (arptlm)

Not heard

Source: CGAP Direct


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Further Reading

Etkin dinleme (active listening) nedir venaslyaplr

http://enisden.wordpress.com/2011/04/12/etkin

-dinleme-active-listening-nedir-ve-nasil-yapilir/
http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/http://enisden.wordpress.com/2011/04/12/etkin-dinleme-active-listening-nedir-ve-nasil-yapilir/


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Part 2

How to Listen


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Harry always was a poor listener.


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What if communication were not possible?


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Frustration (hsran) and Chaos!


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Both children want the orange

B t ith t d li t i ith t


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But without good listening, neither getswhat they want


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Communication

SENDER RECEIVER

Feedback

receiver sender

Communication is the process of sending andreceiving information among people

Source: CGAP Direct


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Messages not delivered due to distortion(arptma /bozulma)

Sender Receiver

Feedback

Distortion


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What causes distortion?

Speaker Language

Wordiness

Semantics

Emotions

Inflections (tonlama)

Listener Perceptions (alg)

Preconceived (n yargl)notions/expectations

Physical hearing problem Speed of thought

Personal interests

Emotions

Attention span (dikkat

dankl)

No active listening!


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What do you think about?

I have somethingreally important to

tell youMaybe I should

get a haircut


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30% of you arent payingattention right now!


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Clues that you are not listening

Are you simply waiting for your turn to talk? Are you thinking about your reply before the

other person has finished talking?


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Listening and speaking require energy

Listening takes. . . concentration and energy

curiosity and open-mindedness

analysis and understanding

Speaking requires. . .

sharp focus

logical thinking

clear phrasing

crisp (kesin) delivery


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How to be an active listener

Set the stage Choose an appropriate physical environment

Remove distractions

Be open and accessible

Maintain relaxed, open posture that shows concentration Ensure mutual (karlkl) understanding

Reflect feelings

Offer acknowledgements (say uh-huh)

Paraphrase (yorumla) main ideas Interrupt to clarify

Confirm next steps


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How to be an active listener

Understand body language Observe position and posturing (poz)

Make eye contact

Consider expression and gestures

Suspend (ertele) judgment (yarg) Concentrate

Keep an open mind

Hear the person out

Do not react to emotive (duygulandrc) words


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Active Listening (not!)

Behaviors that hinder (mani olan) effective listening Act distracted (look at your watch!)

Tell your own story without acknowledging theirs

Give no response

Invalidate (geersiz klmak) response, be negative Interrupt

Criticize

Diagnose (tan koymak) what was said Give advice/solutions quickly Change the subject

Reassure (tekrar temin etmek) withoutacknowledgment (onaylama)


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Lets practice

Tell the person next to you about yourResearch Project


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Tell me your stories

Do you feel your partner understood you? What made your partner easy/hard to listen to?


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Part 3Paraphrasing, Summarizing and

Questioning


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Techniques to improve listening skills

PARAPHRASE

Restate what wassaid in your own

words

SUMMARIZE

Pull togetherthe main points

of a speaker

QUESTION

Challenge speakerto think further,

clarifying both yourand their

understanding


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Practice Paraphrasing

Paraphrasing is simplyrestating what another

person has said in your

own words.

Use phrases such as:

In other words

I gather that

If I understand what youare saying

What I hear you sayingis

Pardon my interruption,

but let me see if Iunderstand youcorrectly


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Practice Summarizing

Summarizing pullsimportant ideas, facts or

data together.

Useful for emphasizing key

points and setting the stage

for further discussion.

The person summarizing

must listen carefully in

order to organize the

information systematically.

Try out thesesummarizing phrases:

If I understand youcorrectly, your main

concerns are These seem to be the

key ideas you have

expressed


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Two basic types of questions

1. Closed questions: Get a one-word response and inhibit (engellemek) thought.

Questions begin with who, when and which

2. Open-ended questions: Invite unique thought, reflection (yansma) or an

explanation.

Questions begin with how, what and how come (not why!).


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Practice Questioning

Rephrase the following closed questions tomake them open-ended:

1. Are you feeling tired?2. Isnt it a nice day?

3. Was the last activity useful?

4. Is there anything bothering you?5. So everything is fine, then?


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Lets practice

Tell the person next to you what you did lastweekend


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Questions?


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BoazUniversity

Feedback

Give an assessment of todays session What did you like most and least?

Assess the verbal presentation?

Assess the slides?

How useful do you think this topic will be for

future classes on communications?

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verbal communication skills

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