Communication Skills Overview
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Transcript of Communication Skills Overview
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Boğazıçı University Tom Atkinson
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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Boğazıçı University Tom Atkinson
Most common ways to communicate
Speaking Visual Images
Writing
Body Language
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Boğazıçı University Tom Atkinson
Communication Goals
To change behavior
To get action
To ensure understandingTo persuade
To get and giveInformation
Source: CGAP Direct
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Boğazıçı University Tom Atkinson
Critical success factor for life
The majority of your perceived ability comes from how you communicate
70% How youcommunicate it
30% What you know
Source: CGAP Direct
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Listening Skills
Boğazıçı University
April 22, 2004
Tom Atkinson
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Boğazıçı University Tom Atkinson
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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Boğazıçı University Tom Atkinson
… But not taught enough
9%
16%
30%
45%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Writing Reading Speaking Listening
Amount taught
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Boğazıçı University Tom Atkinson
Listening is needed everywhere…
Listening skills form the basis of: Continued learning Teamwork skills Management skills Negotiation skills Emotional intelligence
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Boğazıçı University Tom Atkinson
… But not practiced effectively
70% of all communication is Misunderstood Misinterpreted Rejected Distorted Not heard
Source: CGAP Direct
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Boğazıçı University Tom Atkinson
What if communication were not possible?
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Boğazıçı University Tom Atkinson
Frustration and Chaos!
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Boğazıçı University Tom Atkinson
Both children want the orange
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Boğazıçı University Tom Atkinson
But without good listening, neither gets what they want…
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Boğazıçı University Tom Atkinson
Communication
SENDER RECEIVER
Feedback
receiver sender
Communication is the process of sending and receiving information among people…
Source: CGAP Direct
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Boğazıçı University Tom Atkinson
Messages not delivered due to “distortion”
Sender Receiver
Feedback
Distortion
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Boğazıçı University Tom Atkinson
What causes distortion? Speaker
Language Wordiness Semantics Emotions Inflections
Listener Perceptions Preconceived
notions/expectations Physical hearing problem Speed of thought Personal interests Emotions Attention span No active listening!
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Boğazıçı University Tom Atkinson
What do you think about?
I have something really important to
tell youMaybe I should
get a haircut
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30% of you aren’t paying attention right now!
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Boğazıçı University Tom Atkinson
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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Boğazıçı University Tom Atkinson
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 delivery
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Boğazıçı University Tom Atkinson
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 understanding Reflect feelings Offer acknowledgements (say “uh-huh”) Paraphrase main ideas Interrupt to clarify Confirm next steps
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Boğazıçı University Tom Atkinson
How to be an active listener Understand body language
Observe position and posturing Make eye contact Consider expression and gestures
Suspend judgment Concentrate Keep an open mind Hear the person out Do not react to emotive words
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Boğazıçı University Tom Atkinson
Active Listening (not!) Behaviors that hinder effective listening
Act distracted (look at your watch!) Tell your own story without acknowledging theirs Give no response Invalidate response, be negative Interrupt Criticize Diagnose what was said Give advice/solutions quickly Change the subject Reassure without acknowledgment
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Boğazıçı University Tom Atkinson
Let’s practice
Tell the person next to you about your Research Project
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Boğazıçı University Tom Atkinson
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 3
Paraphrasing, Summarizing
and Questioning
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Boğazıçı University Tom Atkinson
Techniques to improve listening skills
PARAPHRASEPARAPHRASE
Restate what was said in your own
words
PARAPHRASEPARAPHRASE
Restate what was said in your own
words
SUMMARIZESUMMARIZE
Pull together the main points
of a speaker
SUMMARIZESUMMARIZE
Pull together the main points
of a speaker
QUESTIONQUESTION
Challenge speaker to think further,
clarifying both your and their
understanding
QUESTIONQUESTION
Challenge speaker to think further,
clarifying both your and their
understanding
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Boğazıçı University Tom Atkinson
Practice Paraphrasing Paraphrasing is simply
restating what another person has said in your own words.
Use phrases such as:
In other words… I gather that… If I understand what you
are saying… What I hear you saying
is… Pardon my interruption,
but let me see if I understand you correctly…
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Boğazıçı University Tom Atkinson
Practice Summarizing Summarizing pulls
important 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 these summarizing phrases: “If I understand you
correctly, your main concerns are…”
“These seem to be the key ideas you have expressed… ”
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Boğazıçı University Tom Atkinson
Two basic types of questions
1. Closed questions: Get a one-word response and inhibit thought. Questions begin with who, when and which
2. Open-ended questions: Invite unique thought, reflection or an explanation. Questions begin with how, what and how come (not why!).
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Boğazıçı University Tom Atkinson
Practice Questioning
Rephrase the following closed questions to make them open-ended:
1. Are you feeling tired?
2. Isn’t 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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Boğazıçı University Tom Atkinson
Let’s practice
Tell the person next to you what you did last weekend
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Questions?
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Boğazıçı University Tom Atkinson
Feedback
Give an assessment of today’s 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?