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Transcript of Page 1 Management excellence. Page 2 Welcome to Management Excellence course.
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Management excellence
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Welcome to Management Excellence course
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Section 6Section 6
CommunicatiCommunicationon
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Communication
• Communication Process.• Ways of Communication.• Factors influencing communication.• Barriers to communication.• Poor listening habits.• Active listening skills.• Gaining commitments.• Team presentations.• What is my communication style.• Managing meetings.• Delegations.
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The Communication Process
Response/Feedback
Message
Source Encoding
Decoding
Receiver
NOISE
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Ways of Communication
1- One-Way
(Memo, Fax, E-mail, Voice mail, letter)
2- Two-Way
(Phone call, In person)
3- Group (Transactional)
(Meetings, Parties,…)
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Factors Influencing Communication
SenderMessage
FeedbackObjectivesAttitudesValuesMotives
AgeMemories
ExperiencesEducationPersonality
ObjectivesAttitudesValuesMotives
AgeMemories
ExperiencesEducationPersonality
Receiver
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Barriers to Communication
Environmental Barriers
Verbal Barriers
Interpersonal Barriers
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Two Obstacles to Effective Interpersonal Communication
•DEFENSIVENESS
•DISCONFIRMATION
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Poor Listening Habits
Not paying attention
hearing but not listening
Rehearsing
Interrupting
Hearing what is expected
Feeling defensive
Listening for a point of disagreement
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Active Listening Skills
o Make eye contact
o Exhibit affirmative head nods and appropriate facial expressions
o Avoid distracting actions and gestures
o Asks questions
o Paraphrase
o Avoid interrupting the speaker
o Don’t over talk
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Feedback
1. Clarity
2. Emphasize the positive
3. Be specific
4. Focus on behavior rather than the person.
5. Refer to behavior that can be changed.
6. Be descriptive rather than evaluative.
7. Own the feedback
8. Generalizations
9. Be very careful with advice
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Team Presentatio
ns
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Overcoming Speaking Anxiety In Presentations
Know the room
Know the Audience
Know Your Material
Learn How to Relax
Visualize Yourself Speaking
Realize People Want You To Succeed
Don't apologize For Being Nervous
Concentrate on Your Message - not the medium
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Listen carefully to the question & repeat it aloud.
Answer directly. Look directly at the person asking the question.
Refer to your Speech.
Anticipate areas of questioning (play the devil’s rule).
Be friendly, always keep your temper.
Always tell the truth.
Treat two questions from the same person as two separate questions.
Don't place your hands on your hips or point at the audience.
Keep things moving.
Conclude smartly.
How to Deal With A Hostile Audience
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What’s My Communication Style
Self-Assessment
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What’s my communication style?What’s my communication style?
Read each statement carefully.
Choose the statement ending that most closely represents your style of communicating.
Circle the letter you chose on the Response Form that will be distributed to you.
1.1.
2.2.
3.3.
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Scoring WMCS?Scoring WMCS?
Count the number of times you circled each style shape and place those totals in the corresponding Communication Style Totals shapesCopy the Communication Style Totals into the corresponding style shapes of Chart 1: My Communication Style Profile.
1.1.
2.2.
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• Verbal : The word we use is determined to a great degree by our communication style.
• Paraverbal : the way in which something is said is called paraverbal communication. It is not just the words we say but the way we say them that communicates meaning.
• Body Language : the way we stand, the way we shake hands, and the way we maintain eye contact are all forms of body language.
• Personal space : whether your work or home space is cluttered or neat, organized, communicates to others what your priorities are and what type of person you are. This is usually a function of your communication style.
Forms of communicationForms of communication
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WMCS Behavior ChartWMCS Behavior Chart
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Communication Style StrengthsCommunication Style Strengths
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Communication Style Trouble SpotsCommunication Style Trouble Spots
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Meeting Management
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Managing Meetings
Selecting Participants
Developing Agendas
Opening Meetings
Establishing Ground Rules for Meetings
Time Management
Evaluations of Meeting Process
Evaluating the Overall Meeting
Closing Meetings