Outstanding communication skills. Housekeeping › mobile phones › break times › toilets ›...
-
Upload
porter-craner -
Category
Documents
-
view
212 -
download
0
Transcript of Outstanding communication skills. Housekeeping › mobile phones › break times › toilets ›...
Outstanding communication skills
2
Housekeeping
› mobile phones› break times› toilets› emergencies
© smallprint
3
Workshop overview
At this workshop the following will be addressed:
› communication skills› communication difficulties› verbal and non-verbal communication› writing and electronic communication
© smallprint
4
Workshop expectations
What do you know about the topic?
What do you need to know?
What outcomes do you expect from this workshop?
© smallprint
5
Introductory activity
© smallprint
Unlocking your ability to communicate well
6
Topic 1
© smallprint
Communication concepts
7
‘The greatest problem in communication is the illusion that it has been accomplished.’
(George Bernard Shaw)
© smallprint
8
‘Words are, of course, the most powerful drug used by mankind.’
(Rudyard Kipling)
© smallprint
9
Body language
‘The most important thing in communication is to hear what isn't being said.’
(Peter F. Drucker)
© smallprint
10
Activity
© smallprint
11
Topic 2
© smallprint
Preventing poor communication
12© smallprint
‘The greatest compliment that was ever paid to me was when someone asked me what I thought, and attended to my answer.’
(Henry David Thoreau)
13
Listening skills
© smallprint
14
Opportunity
‘When written in Chinese, the word "crisis" is composed of two characters. One represents danger and the other represents opportunity.’
(John F Kennedy)
© smallprint
15
Activity
© smallprint
16
Consider this procedure
© smallprint
17
Topic 3
© smallprint
Effective communication strategies
18
Assertiveness
‘The basic difference between being assertive and being aggressive is how our words and behaviour affect the rights and well being of others.’
(Sharon Anthony)
© smallprint
19
‘Half of the troubles of this life can be traced to saying yes too quickly and not saying no soon enough.’
(Josh Billings)
© smallprint
20
‘Feedback opens your eyes.’(Vadim Kotelnikov)
‘Asking the right questions takes as much skill as giving the right answers.’(Robert Half)
© smallprint
21
Difference is….
© smallprint
Diversity ‑ the quality of being different and unique at an individual or group level.
Valuing diversity ‑ appreciating and respecting the worth and contribution of human differences.
22
The Johari Window
© smallprint
Known to selfand others
Unknown to self
Unknown toothers
Unknown to self and others
Quadrant 1
OPEN AREA
Information shared with others
Quadrant 2
BLIND AREA
Information known to others but not to self
Quadrant 4
UNKNOWN AREA
Sub-conscious or unconscious information
Quadrant 3
HIDDEN AREA
Information we choose not to share
23
Changing quadrants
© smallprint
Known to selfand others
Unknown to self
Unknown toothers
Unknown to self and others
Quadrant 1
OPEN AREA
Information shared with others
Quadrant 2
BLIND AREA
Information known to others but not to self
Quadrant 4
UNKNOWN AREA
Sub-conscious or unconscious information
Quadrant 3
HIDDEN AREA
Information we choose not to share
At the start of a personal or work based relationship:
Uncertainty, anxiety or fear. Need to develop trust.
24
Building trust
© smallprint
Known to selfand others
Unknown to self
Unknown toothers
Unknown to self and others
Quadrant 1
OPEN AREA
Communication
Disclosure
Reliability
Trust
Quadrant 2
BLIND AREA
Feedback
Quadrant 4
UNKNOWN AREAQuadrant 3
HIDDEN AREA
Relationship.
Working together.
25
Requests
The act of asking for something to be given or done, especially as a favour or courtesy.
A solicitation or petition.
© smallprint
26
Promises
A declaration or assurance that one will do a particular thing or that guarantees that a particular thing will happen.
© smallprint
27
Activity
© smallprint
28
Topic 4
© smallprint
Electronic/ written communication
29
‘Telephones are a point to point communication system whose most basic function is to allow two people separated by large distances to talk to each other.’
(Wikipedia)
© smallprint
30
Writing
© smallprint
31
Electronic mail
Email - a method of exchanging digital messages from an author to one or more recipients - using the Internet.
© smallprint
32
Activity
© smallprint
33
Summary
Before leaving today please share:›1 thing you learned›1 new practice you will undertake at work›1 activity you enjoyed
Thankyou for your attendance and participation.
© smallprint