Effective CommunicationsEffective Communications

It’s important that It’s important that YOU YOU

are are

Good CommunicatorsGood Communicators

Communication GoalsCommunication Goals

To change behavior

To get action

To ensure understandingTo persuade

To get and giveInformation

Source: CGAP Direct

70% of communication is70% of communication is

Misunderstood Misinterpreted Rejected Distorted Not heard

30% of you aren’t 30% of you aren’t listening to me listening to me

right now!right now!

Messages not delivered Messages not delivered due to “distortion”due to “distortion”

Sender Receiver

Feedback

Distortion

What causes distortion?What causes distortion?

Language Wordiness Semantics Emotions

Perceptions Preconceived

notions/expectations Physical hearing problem Speed of thought Personal interests Emotions Attention span No active listening!

SpeakerSpeaker ListenerListener

[]

Be a Be a Good ListenerGood Listener

Limited TimeLimited Time

In an emergency you may not feel you don’t have the time to

listen to others

To be a good communicator, good judge and good leader, you

need to develop the quality of being a good listener

At Work and At HomeAt Work and At Home

Good listening skills are essential to:

Build healthy relationships

Solve problems

Improve accuracy

Create understanding

Resolve conflicts

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Bonus…Bonus…

People appreciate and respect good listeners!

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ACTIVE ACTIVE listenerlistener

This is someone who listens by using all of their senses so that the message being

communicated is clear

This helps reduce the risk of making wrong assumptions & misunderstanding what is

being said

14The ACTIVE listener will…

Be FocusedBe Focused

FocusFocuson the person talking to you  15

What you shouldn't do!What you shouldn't do!

Act distracted (look at your watch!) Tell your own story don’t acknowledging theirs Give no response Invalidate response, be negative Interrupt Criticise Give advice/solutions quickly Change the subject Reassure without acknowledgment

Stop what you are doing when the person starts to speak

Tune out distractions and

Concentrate 100% on what is

being said

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This means that you should:This means that you should:

Show UnderstandingShow Understanding

ShowShowthat you understand what is being said

John Atherton Fire Risk Management LtdJohn Atherton Fire Risk Management Ltd

This means that you should:This means that you should:

Summarise the main idea of what is being said (‘It sounds like…’)

Ask a question that shows you are on the right track in understanding (‘Are you saying that…?’)

Nod your head occasionally

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Show OpennessShow Openness

ShowShow that you are open to the ideas being expressed

This means that you should:This means that you should:

Be nonjudgmental - try to understand where the other person is coming from

Be patient - the other person may need more time so try not to interrupt them

Even if you don’t agree, listen for ideas that will help work towards finding a solution or working through the conflict

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Effects of active listening:Effects of active listening:

It helps people relax and develop trust It facilitates focus on the relevant issues It conveys empathy, respect and

acceptance It helps identify and summarise ideas,

perceptions and concerns and It leads to a clear direction

Techniques to Techniques to improve listening skillsimprove listening skills

PARAPHRASEPARAPHRASE

Restate what was said in your own

words

PARAPHRASEPARAPHRASE

Restate what was said in your own

words

SUMMARISESUMMARISE

Pull together the main points

of a speaker

SUMMARISESUMMARISE

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

Two basic types of Two basic types of questionsquestions

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!)