Learn To Communicate
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Transcript of Learn To Communicate
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Learn To Communicate
Prepared and Presented by:
Ahmed Elmiligy
PMO Skills Training
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“Markets Are
conversations” - The Cluetrain Manifesto
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Training Agenda
1- Definitions of Communication
2- Communication process
3- Types of communication
4- Barriers to communication (noise)
5- Effective Communication Skills.
6- Social Styles
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What are you talking about
here?
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Communication is:
an exchange of information from A
sender to A receiver with the
message being understood as intended.
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...Communication is -->
A process by which information is exchanged between individuals through a common system of symbols, signs, or behaviour.
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1) Aiding tool for Decision making.
2) Speeds up \ Clarifies the organizational processes.
3) Better focus on work requirements
4) Generates a greater sense of organizational commitment and involvement.
5) A problem solving tool: by clarity, preciseness and feedback.
IMPORTANCE OF COMMUNICATION SKILLS
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The Communication Process
Sender Receiver
Feedback
Encode Decode
Noise
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Reading16%
Writ-ing9%
Speaking30%
Listening45%
Chart TitleHOW DO PEOPLE
COMMUNICATE?
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Organization Based
Expression Based
Flow Based
Informal
Formal
Up
wa
rd
Dow
nw
ard
horizontal
Verbal
Non-Verbal
Visual
Types of Communication
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...Types of Communication >
Organization BASED:
Formal
Internal: Planned Communication, following the organization’s chain of command: E-mails, memos, Conferences, Reports, Presentation.External: Planned communication with people outside the organization e-mails, SMS, Speeches, Advertisings, websites, blogs and Social Media
Informal
Internal: Casual Communication among employees do not follow organizational chain of command; e-mails, SMS, phone calls, face to face conversations. Team blogs…EtcExternal: Casual communication with outsiders (suppliers, customers..) e-mail, SMS, phone calls, social media
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...Types of Communication >
FLOW BASED:
Dow
nw
ard From top management\higher levels to employees
and subordinates
Up
war
d
Flows from lower to higher organizational levels
horizontal Flows within divisions or units within the same
level of organizational hierarchy
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...Types of Communication >
FLOW BASED: Sample Process
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PHONE SKILLS
Negotiation Listening
Writing Presentation
Body Language
Effective Communication...
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Barriers To Communication
Physical Psychological
• POOR HEALTH• SURROUNDING
NOISE• TEMPERATURE• VISUAL
DISTRACTIONS
• Lack of Concentration
• Personal attitude
• Lack of self- discipline
• Low emotional state
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Overcoming Berries
• Be Clear with your message.
• Be precise and to the point.
• Use understandable language
• Write down your message.
• Request feedback.
• Be attentive.• Concentrate on
the message.• Ask for
clarifications.• LISTEN
objectively.• Listen to body
language.• Take notes.
Sender Receiver
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...Types of Communication >
EXPRESSION BASED:
Non-VerbalVisual Verbal
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Verbal Communication
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Skilled speaker...
Interviews
Training
Meetings
Questions
Voice
ToneAccents
Clarity
Feedbacks
Public
Speaking
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Powerful Questions
Open-Ended .. .. Close-Ended
?
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Are you going to deliver the files this way? When exactly will you do that?
Yes… Today 5:00 PM
How can we improve the translation
quality for this project?
Let me tell you ya basha..
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Eh ya negm, How did it go with the Transparent today?
Sloooowww, and wasting my
time..
Alright, should I call the
automation?
Ya ret, eshta!
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Bos ya sedy, this is the report…
Oppa!!
75 alf kelma with fuzzy
How much is the rate?
Don’t know!Is it the
highlighted in yellow?
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So, you are saying that the client will not pay us
for this project? how come?
No, you don’t see it
my way
When is the best time to claim our payment?!
Why do you ask!?
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Listen Wellthe key to effective
communication
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Why
can’t
we
listen
to
each
other?
Barriers to Effective Listening
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Barriers to Effective Listening
We think faster than the speaker, we jump to conclusions
We think what to say, and pretend we are listening…
We are distracted and we lose patience, then we lose interest
We overreact, and involve emotions, so we interrupt
We may put limits and wrong conclusions “it will never work”
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How CAN I Be a Good Listener
Chose appropriate physical environment – remove distractions
Intention to understand the speaker - DON’T BE A GHOST
Take notes, request clarification by asking questions.
Appreciate that there is a some benefit for you – be patient
Imagine yourself in the speaker’s position, listen to be listened to
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Non-Verbal Communication
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BE A STREET SMART خليك
صايع
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Observe Body Language
Posturers and Gestures
Eye Contact
Orientation
Presentation
Looks
Expressions
90% of verbal communication involves non-verbal actions
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..Observe Body Language >
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Understand Cultural Differences
Always get prepared before communicating with other cultures, understand the need to get familiar with the receiver’s background, hobbits and expectations…
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Write, it’s Alright
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Writing Skills
Put yourself in the reader’s position, write to be understood
Proofread your written content, use spell checks.
Convoy the idea clearly, take time to send a message.
Use drafts before sending or publishing
Be organized and creative, use tables, bullets.. Respect the readers’ eyes
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VISUAL Communication
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Anything for money, and money for nothing
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Social Styles
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EXPRESSIVE ANALYTICAL
AMIABLEDRIVER
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EXPRESSIVE • Moves Fast• Speaks Rapidly• Openly expresses
opinions• Rapid body
language• Direct eye contact• Takes fast
decisions
Under Factors\Pressure
• Shows patience in stress.
• Creative and imaginative.• Enjoys learning.• Responsive to feelings.
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• Independent• Decisive • Pragmatic• Efficient• Quickly moves• Speaks loudly• Reads briefly• Intense eye
contact
Under Factors\Pressure
• Dislikes new or sudden problems.• Impatient in planning• Authoritative.• Less concerned with feelings
DRIVER
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• Logical• Serious• Prudent• Systematic• Prefers to work
alone• Choses words
carefully
When Confronted by Factors\Pressure
• Uncomfortable with feelings of others.• Less willing to take risks.• Takes time to decide.• Skeptical about issues\projects.
ANALYTICAL
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• Cooperative• Loyal• Diplomatic• Supportive• Patient• Introvert• People Oriented• Prefers reading
When Confronted by Factors\Pressure
• Oriented to feelings.• Takes time to decide.• Looking for guarantees.• Flexible about time.
AMIABLE
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Mind Mapping
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…Mind Mapping >
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Back to work!!