Comm Powerpoint Slides

8/20/2019 Comm Powerpoint Slides

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Communication Strategies


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Module One: Getting Started

Welcome to the Communication Strategies workshop. Forthe better part of every day, we are communicating toand with others. Whether it’s the speech you deliver inthe boardroom, the level of attention you give yourspouse when they are talking to you, or the look that

you give to the cat, it all means something. Thisworkshop will help participants understand thedifferent methods of communication and how to makethe most of each of them.

Wise men talkbecause they havesomething to say;fools, because theyhave to saysomething.

Plato


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Workshop Objectives

!nderstand what communication is "dentify ways that communication can happen "dentify barriers to communication and how to overcome them #evelop their non$verbal and paraverbal communication skills !se the ST%& method to speak on the spot 'isten actively and effectively %sk good (uestions

!se appreciative in(uiry as a communication tool %deptly converse and network with others "dentify and mitigate precipitating factors )stablish common ground with others !se *"+ messages


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Pre-Assignment Revie

The purpose of the re$%ssignment is to get you thinking about

the communication strategies that you are already using and

where you need to improve.

Think of a situation where you missed an opportunity because

of a lack of communication, and what communication skills in

particular could have alleviated the problem. Take some time

now to share your thoughts.


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Module !o: !he "ig Picture

When we say the word, *communication,+ what do youthink of- any people will think of the spoken word.eople who are hearing impaired, however, mightthink of sign language. eople who are visuallyimpaired might think of /raille as well as sounds. "nthis module, we will e0plore the different ways in whichwe communicate.

The more elaborateour means ofcommunication, theless we communicate.

Joseph Priestley


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What is #ommunication$

The effectiveness of your communication can have many different

effects on your life, including items such as1 'evel of stress &elationships with others 'evel of satisfaction with your life roductivity %bility to meet your goals and achieve your dreams

%bility to solve problems


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%o &o We #ommunicate$

We communicate in three ma2or ways1 Spoken1 There are two components to spoken communication.

3erbal1 This is what you are saying.

araverbal1 This means how you say it 4 your tone, speed, pitch, and

volume. 5on$3erbal1 These are the gestures and body language that

accompany your words. Some e0amples1 arms folded across yourchest, tracing circles in the air, tapping your feet, or having ahunched$over posture.

Written1 Communication can also take place via fa0, e$mail, or writtenword.


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Other 'actors in #ommunication

6ther communication factors that we need toconsider1

ethod1 The method in which the communicator shares his or hermessage is important as it has an effect on the message itself.

ass1 The number of people receiving the message.

%udience1 The person or people receiving the message affect themessage, too.


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Module !hree: (nderstanding

#ommunication "arriers

'ike most things in life, however, communication is

far more complicated than it seems. 'et’s

look at some of the most common barriers and how toreduce their impact on communication.

When you come rightdown to it, how many people speak thesame language evenwhen they speak thesame language?

ussell !oban


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An Overvie o) #ommon "arriers

Common things that people list as barriers include1 " can’t e0plain the message to the other person in words that they

understand. " can’t show the other person what " mean. " don’t have enough time to communicate effectively. The person " am trying to communicate with doesn’t have the same

background as me, and is missing the bigger picture of my message.


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*anguage "arriers

6f course, one of the biggest barriers to written and spokencommunication is language. This can appear in three mainforms1

The people communicating speak different languages.

The language being used is not the first language for one or

more people involved in the communication.

The people communicating speak the same language, but are fromdifferent regions and therefore have different dialects and or uni(uesubtleties.


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#ultural "arriers

There can also be times when people speak the same language, but

are from a different culture, where different words or gestures can mean

different things.

"f you have the opportunity to prepare, find out as much as you can

about the other person’s culture and background, and how it differs

from yours.


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&i))erences in !ime and PlaceSo how can you get over the challenges of time and place- First, identify that there is a

difference in time and place. 5e0t, try these tips to reduce its impact.

ake small talk about the weather in your respective regions. This will help you get apicture of the person’s physical environment.

Try to set up phone calls and meetings at a time that is convenient for you both.

"f appropriate, e$mail can be an *anytime, anywhere+ bridge. For e0ample, if /ill hadsent 7oe an e$mail describing the problem, 7oe could have addressed it at a better timefor him, such as later on in the day. Clearly, this is not always practical 8for e0ample, ifthe problem is urgent, or if it is a complicated issue that re(uires e0tensivee0planation9, but this option should be considered.


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Module 'our: Paraverbal #ommunication Skills

Try saying these three sentences out loud, placingthe emphasis on the underlined word.

*" didn’t say you were wrong.+ 8"mplying it wasn’t me9

*" didn’t say you were wrong.+ 8"mplying " communicated itin another way9

*" didn’t say you were wrong.+ 8"mplying " said somethingelse9

"any attempts tocommunicate arenullified by sayingtoo much.

obert #reenleaf


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!he Poer o) Pitch

itch can be most simply defined as the key of

your voice. % high pitch is often interpreted as

an0ious or upset. % low pitch sounds more serious

and authoritative.

"f you naturally speak in a very high$pitched or low$

pitched voice, work on varying your pitch to

encompass all ranges of your vocal cords.


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!he !ruth about !one

:ere are some tips on creating a positive, authoritative

tone.

Try lowering the pitch of your voice a bit.

Smile; This will warm up anyone’s voice.

Sit up straight and listen.

onitor your inner monologue. 5egative thinking will seep into the

tone of your voice.


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!he Strength o) Speed

The pace at which you speak also has a tremendous effect on your

communication ability. Speed also has an effect on the tone and emotional (uality of your

message.

6ne easy way to check your pitch, tone, and speed is to record yourself

speaking.


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Module 'ive: +on-,erbal #ommunication

The first goal of this module1 to help you understandhow to use body language to become a more

effective communicator. %nother goal, one which

you will achieve with time and practice, is to be

able to interpret body language, add it to the

message you are receiving, and understand the

message being sent appropriately.

The most importantthing incommunication isto hear what isn$t

being said.

Peter %rucker


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(nderstanding the Mehrabian Stud

"n


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All About "od *anguage

!%. WA/ !%A! W. AR. S!A+&0+G OR S0!!0+G Sitting hunched over typically indicates stress or discomfort. 'eaning back when standing or sitting indicates a casual and rela0ed demeanor. Standing ramrod straight typically indicates stiffness and an0iety.

!%. POS0!0O+ O' O(R ARMS1 *.GS1 '..!1 A+& %A+&S

Crossed arms and legs often indicate a closed mind. Fidgeting is usually a sign of boredom or nervousness.

'A#0A* .2PR.SS0O+S Smiles and frowns speak a million words. % raised eyebrow can mean in(uisitiveness, curiosity, or disbelief. Chewing one’s lips can indicate thinking, or it can be a sign of boredom, an0iety, or nervousness.


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0nterpreting Gestures

G.S!(R. 0+!.RPR.!A!0O+

5odding head es

Shaking head 5o

oving head from

side to side

aybe

Shrugging shoulders 5ot sureD " don’t know

Tapping hands or

fingers

/ored, an0ious, nervous

Shaking inde0 finger %ngry

Thumbs up %greement, 6E

Thumbs down #isagreement, not 6E

:andshake Welcome, introduction

Waving both hands

over head

:elp, attention


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Module Si3: Speaking *ike a S!AR

5ow that we have e0plored all the (uasi$verbalelements of communication, let’s look at the actualmessage you are sending. ou can ensure anymessage is clear, complete, correct, and concise,

with the ST%& acronym. This module will e0plorethe ST%& acronym in con2unction with the si0 rootsof open (uestions which will be e0plored in moredetail later on in the workshop.

&e sincere; bebrief; be seated.

'ranklin %.

oosevelt


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S 4 Situation

First, state what the situation is. Try to make this no longer than onesentence. "f you are having trouble, ask yourself, *Where-+, *Who-+,

and, *When-+. This will provide a base for message so it can be clear

and concise.

)0ample1 *6n Tuesday, " was in a director’s meeting at the main plant.+


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! 4 !ask

5e0t, briefly state what your task was. %gain, this should be no longerthan one sentence. !se the (uestion, *What-+ to frame your

sentence, and add the *Why-+ if appropriate.

)0ample1 *" was asked to present last year’s sales figures to the group.+


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A 4 Action

5ow, state what you did to resolve the problem in one sentence. !se the(uestion, *:ow-+ to frame this part of the statement. The %ction part will

provide a solid description and state the precise actions that will resolve

any issues.

)0ample1 *" pulled out my laptop, fired up oweroint, and presented my

slide show.+


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R 4 Result

'ast, state what the result was. This will often use a combination of thesi0 roots. %gain, a precise short description of the results that comeabout from your previous steps will finish on a strong definite note.

)0ample1 *)veryone was wowed by my prep work, and by our greatfigures;+


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Summar 'et’s look at a complete e0ample using ST%&. 'et’s say you’re

out with friends on the weekend. Someone asks you what thehighlight of your week at work was.

ou respond1 *6n Tuesday, " was in a director’s meeting at themain plant. " was asked to present last year’s sales figures tothe group. " pulled out my laptop, fired up oweroint, andpresented my slide show. )veryone was wowed by my prepwork, and by our great figures;+


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Module Seven: *istening Skills

So far, we have discussed all the

components of sending a message1

5on$verbal

ara$verbal

3erbal

5ow, let’s turn the tables and look at how

to effectively receive messages.

When people talk,listen completely.

(rnest!emingway


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Seven Was to *isten "etter !oda


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(nderstanding Active *istening

There are three basic steps to activelylistening.


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Sending Good Signals to Others

+O+-,.R"A*1 %s shown in the ehrabian study, body language plays

an important part in our communications with others. 5(AS0-,.R"A*1 Fillers words like, *uh$huh,+ and *mm$hmmm,+ show

the speaker that you are awake and interested in the conversation.

,.R"A*1 %sking open (uestions using the si0 roots discussed earlier,

paraphrasing, and asking summary (uestions.


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Module .ight: Asking Good 5uestions

Jood (uestioning skills are another buildingblock of successful communication. We havealready encountered several possiblescenarios where (uestions helped us gather

information, clarify facts, and communicatewith others. "n this module, we will look closerat these (uestioning techni(ues that you canuse throughout the communication process.

The important thing isnot to stop)uestioning. *uriosityhas its own reason fore+isting.

lbert (instein


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Open 5uestions

6pen (uestions use one of si0 words as a root1

Who-

What-

Where-

When-

Why-

:ow-


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#losed 5uestions

Closed (uestions are the opposite of open (uestionsD their very

structure limits the answer to yes or no, or a specific piece of

information. Some e0amples include1

#o you like chocolate-

Were you born in #ecember-

"s it five o’clock yet-


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Probing 5uestions

#*AR0'0#A!0O+: /y probing for clarification, you invite the other person to sharemore information so that you can fully understand their message.

#OMP*.!.+.SS A+& #ORR.#!+.SS: These types of (uestions can help youensure you have the full, true story.

&.!.RM0+0+G R.*.,A+#.: This category will help you determine how or if aparticular point is related to the conversation at hand.

&R0**0+G &OW+: !se these types of (uestions to nail down vague statements.!seful helpers include1

S(MMAR060+G: These (uestions are framed more like a statement. They pulltogether all the relevant points.


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Module +ine: Appreciative 0n7uir

Traditional communication often focuses on what is

wrong and how we can fi0 it. Think back to yourlast performance review, visit to the doctor, or yourlatest disagreement with a friend or spouse. %ppreciative in(uiry does the opposite1 it focuseson what is right and how we can make it better.any organiKations have found it to be arefreshing, energiKing way of approachingproblems and revitaliKing their people.

If you ask thewrong question,of course, youget the wrong

answer. Amory Lovins


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!he Purpose o) A0

To understand the purpose of %ppreciative "n(uiry, let’s look at each of

its parts. %ppreciate is defined by the &andom :ouse dictionary as, *to value

or regard highlyD to be fully conscious ofD be aware ofD detectD to risein value.+

"n the same dictionary, in(uiry is defined as, *the act of in(uiring orof seeking information by (uestioning.+


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!he 'our Stages


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.3amples and #ase Studies

%ppreciative in(uiry has been used in many different ways in many differentorganiKations. Some pro2ects where it has been a key tool include1

Creation of learning network for organiKational psychologists at the California Schoolof rofessional sychology.

rocess improvement at 7ohn #eere that resulted in millions of dollars in savings.

&elief efforts for children orphaned by %"#S in Limbabwe.

"ntegration of mental health services in )ngland.


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Module !en: Mastering the Art o) #onversation

)ngaging in interesting, memorable small talk isa daunting task for most people. :ow do you

know what to share and when to share it-:ow do you know what topics to avoid- :owdo you become an engaging converser-ost e0perts propose a simple three$levelframework that you can use to master the artof conversation.

Two monologuesdo not make adialogue.

Jeff %aly


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*evel One: &iscussing General !opics

%t the most basic level, stick to general topics1 the weather, sports, non$

controversial world events, movies, and books. This is typically what peoplerefer to when they say, *small talk.+

%t this stage, you will focus on facts rather than feelings, ideas, and

perspectives. #eath, religion, and politics are absolute no$no’s.

"f someone shares a fact that you feel is not true, try to refrain from pointing

out the discrepancy.


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*evel !o: Sharing 0deas and Perspectives

"f the first level of conversation goes well, the partiesshould feel comfortable with each other and haveidentified some common ground. 5ow it’s time tomove a bit beyond general facts and share different

ideas and perspectives.

%lthough this level of conversation is the one mostoften used, and is the most conducive to relationshipbuilding and opening communication channels, makesure that you don’t limit yourself to one person in alarge social gathering.


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*evel !hree: Sharing Personal .3periences

This is the most personal level of conversation. This is where everything ison the table and personal details are being shared. This level istypically not appropriate for a social, casual meeting. :owever, all of theskills that we have learned today are crucial at this stage in particular1when people are talking about matters of the heart, they re(uire ourcomplete attention, e0cellent listening skills, and skilled probing withappropriate (uestions.


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Our !op +etorking !ips

"f you’re in the middle of a social gathering, try these networkingtips to ma0imiKe your impact and minimiKe your nerves.

/efore the gathering, imagine the absolute worst that could happen andhow likely it is.

&emember that everyone is as nervous as you are. Focus on turningthat energy into a positive force.

To increase your confidence, prepare a great introduction. Start a competition with a friend1 see how many people each of you can

meet before the gathering is over. 7oin a group of odd$numbered people. Try to mingle as much as possible. When you hear someone’s name, repeat the introduction in your head. nemonics are a great way to remember names.


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Module .leven: Advanced #ommunicationSkills

#uring this workshop, we have learned a lot about

communication. We would like to wrap things up with

a brief discussion on a few advanced communicationtopics.

%dding these skills to your toolbo0 and using

them regularly will make you a more efficient,

effective, communicator.

The relationship is thecommunication bridgebetween people.

lfred -adushin


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(nderstanding Precipitating 'actors

6n a particularly good day, everything may go your way andmake you feel like you’re on top of the world. /ut on a bad day,unfortunate events can likewise snowball, increasing theirnegative effect e0ponentially.

Successful communicators are e0cellent at identifyingprecipitating factors and ad2usting their approach before thecommunication starts, or during it. !nderstanding the power ofprecipitating factors can also help you de$personaliKe negativecomments.


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.stablishing #ommon Ground

Finding common ties can be a powerful communication tool.Think of those times when a that the person ne0t to you onthe train grew up in the same town that you did, or that theco$worker you never really liked en2oys woodworking asmuch as you do.

Whenever you are communicating with someone, whether itis a basic conversation, a problem$solving session, or a

team meeting, try to find ways in which you are alike.


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(sing 809 Messages

Framing your message appropriately can greatly increase the

power of your communication. "nstead of starting a sentence with *you,+ try using the *" message+

instead for feedback. This format places the responsibility with thespeaker, makes a clear statement, and offers constructivefeedback.


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Module !elve: Wrapping (p

%lthough this workshop is coming to a close, wehope that your 2ourney to improve yourcommunication skills is 2ust beginning.lease take a moment to review and updateyour action plan. This will be a key tool toguide your progress in the days, weeks,months, and years to come. We wish you thebest of luck on the rest of your travels;

*ommunication isthe real work ofleadership

itin ohria


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Words )rom the Wise

%(".R! % %(MP%R./: The right to be heard does not automaticallyinclude the right to be taken seriously.

M0#%.* &. MO+!A0G+.: " (uote others only in order the better toe0press myself.

WOO&ROW W0*SO+: "f " am to speak ten minutes, " need a week forpreparationD if fifteen minutes, three daysD if half an hour, two daysD if anhour, " am ready now.

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