有效的沟通技巧-课件(2).ppt

1、Copyright-”Vikash Kr”WORKSHOP ON EFFECTIVE COMMUNICATIONSKILLSBy Vikash Kr.SEED INFOTECH.Copyright-”Vikash Kr”What if communication were not possible?Copyright-”Vikash Kr”FEW FACTS -You have over 630 muscles in your body.-Eye muscles are the busiest muscles in the body.Scientists estimate they may m

2、ove more than 100,000 times a day.-You have over 30 muscles in your face to help you smile or frown.It takes 17 muscles to smile and 43 to frown.SO SMILE EVERYTIME YOU SEE SOMEONE.-The strongest muscle in your body is your tongue.USE IT EFFECTIVELY.-It takes the interaction of 72 different muscles t

3、o produce human speech.Copyright-”Vikash Kr”Communication GoalsTo change behaviorTo get actionTo ensure understandingTo persuadeTo get and giveInformationCopyright-”Vikash Kr”Critical success factor for lifeThe majority of your perceived ability comes from how you communicate70%How youcommunicate it

4、30%What you knowCopyright-”Vikash Kr”What is Communication?COMMUNICATION IS THE ART OF TRANSMITTING INFORMATION,IDEAS AND ATTITUDES FROM ONE PERSON TO ANOTHER.COMMUNICATION IS THE PROCESS OF MEANINGFUL INTERACTION AMONG HUMAN BEINGS.ITS ESSENCES:PERSONAL PROCESS OCCURS BETWEEN PEOPLE INVOLVES CHANGE

5、 IN BEHAVIOURMEANS TO INFLUENCE OTHERSEXPRESSION OF THOUGHTS AND EMOTIONS THROUGH WORDS&ACTIONS.TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.IT IS A SOCIAL AND EMOTIONAL PROCESS.Copyright-”Vikash Kr”What are the most common ways we communicate?Spoken WordWritten WordVisual ImagesBody LanguageCopyrigh

6、t-”Vikash Kr”Types of CommunicationDownwards Communication:Highly Directive,from Senior to subordinates,to assign duties,give instructions,to inform to offer feed back,approval to highlight problems etc.Upwards Communications :It is non directive in nature from down below,to give feedback,to inform

7、about progress/problems,seeking approvals.Lateral or Horizontal Communication :Among colleagues,peers at same level for information level for information sharing for coordination,to save time.In modern business environment communication extends beyond written or spoken words to listened word.Visual

8、dimension added by T.V.,computers has given to new meaning to communication.COMMUNICATION NETWORKSFormal Network :Virtually vertical as per chain go command within the hierarchy.Informal Network :Free to move in any direction may skip formal chain of command.Likely to satisfy social and emotional ne

9、edsand also can facilitate task accomplishment.Copyright-”Vikash Kr”HIERARCHY LEVELExecutive DirectorVice PresidentA.G.M.ManagerSupervisorFormanSupervisor 3Supervisor 1Supervisor 2ManagerHorizontal Comm.Copyright-”Vikash Kr”The Communication ProcessSENDER(encodes)RECEIVER(decodes)BarrierBarrierMediu

10、mFeedback/ResponseCopyright-”Vikash Kr”Barriers to communication Noise Inappropriate medium Assumptions/Misconceptions Emotions Language differences Poor listening skills DistractionsCopyright-”Vikash Kr”Hearing Vs ListeningHearing Physical process,natural,passiveListening Physical as wellas mental

11、process,active,learned process,a skillListening is hard.You must choose to participate in the process of listening.Copyright-”Vikash Kr”Listening and Speaking are used a lotCopyright-”Vikash Kr”But not taught enoughAmount taughtCopyright-”Vikash Kr”normally not practiced effectively70%of all communi

12、cation isMisunderstoodMisinterpretedRejectedDistortedNot heardCopyright-”Vikash Kr”30%of you arent paying attention right now!Copyright-”Vikash Kr”Clues that you are not listeningAre you simply waiting for your turn to talk?Are you thinking about your reply before the other person has finished talki

13、ng?Jumping to conclusionCopyright-”Vikash Kr”VALUE OF LISTENING Listening to others is an elegant art.Good listening reflects courtesy and good manners.Listening carefully to the instructions of superiors improve competence and performance.The result of poor listening skill could be disastrous in bu

14、siness,employment and social relations.Good listening can eliminate a number of imaginary grievances of employees.Good listening skill can improve social relations and conversation.Copyright-”Vikash Kr”Techniques to improve listening skillsRestate what was said in your own wordsPull together the mai

15、n points of a speakerChallenge speaker to think further,clarifying both your and their understandingCopyright-”Vikash Kr”Practice ParaphrasingParaphrasing is simply restating what another person has said in your own words.Use phrases such as:In other wordsI gather thatIf I understand what you are sa

16、yingWhat I hear you saying isPardon my interruption,but let me see if I understand you correctlyCopyright-”Vikash Kr”Practice SummarizingSummarizing pulls important ideas,facts or data together.Useful for emphasizing key points and setting the stage for further discussion.The person summarizing must

17、 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”Copyright-”Vikash Kr”Practice QuestioningRephrase the following closed questions to make th

18、em open-ended:1.Are you feeling tired?2.Isnt it a nice day?3.Was the last activity useful?4.Is there anything bothering you?5.So everything is fine,then?Copyright-”Vikash Kr”Always think ahead about what you are going to say.Use simple words and phrases that are understood by every body.Increase you

19、r knowledge on all subjects you are required to speak.Speak clearly and audibly.Check twice with the listener whether you have been understood accurately or notIn case of an interruption,always do a little recap of what has been already said.Always pay undivided attention to the speaker while listen

20、ing.While listening,always make notes of important points.Always ask for clarification if you have failed to grasp others point of view.Repeat what the speaker has said to check whether you have understood accurately.ESSENTIALS OF COMMUNICATIONDosCopyright-”Vikash Kr”ESSENTIALS OF COMMUNICATIONDONTs

21、Do not instantly react and mutter something in anger.Do not use technical terms&terminologies not understood by majority of people.Do not speak too fast or too slow.Do not speak in inaudible surroundings,as you wont be heard.Do not assume that every body understands you.While listening do not glance

22、 here and there as it might distract the speaker.Do not interrupt the speaker.Do not jump to the conclusion that you have understood every thing.Copyright-”Vikash Kr”How to Improve Existing Level ofCOMMUNICATION?IMPROVE LANGUAGE.IMPROVE PRONUNCIATIOON.WORK ON VOICE MODULATION.WORK ON BODY LANGUAGE.R

23、EAD MORELISTEN MOREAVOID READING OR WATCHING OR LISTENING UNWANTED LITERATURE,GOSSIP,MEDIA PRESENTATION ETC.INTERACT WITH QUALITATIVE PEOPLE.IMPROVE ON YOU TOPIC OF DISCUSSION,PRACTICE MEDITATION&GOOD THOUGHTS.THINK AND SPEAK.DO NOT SPEAK TOO FAST.USE SIMPLE VOCABULARY.DO NOT SPEAK ONLY TO IMPRESS S

24、OMEONE.LOOK PRESENTABLE AND CONFIDENT.Copyright-”Vikash Kr”Improving Body Language-Tips Keep appropriate distance Touch only when appropriate Take care of your appearance Be aware-people may give false cues Maintain eye contact Smile genuinelyCopyright-”Vikash Kr”in the new global and diverse workplace requiresexcellent communication skills!Success for YOUCopyright-”Vikash Kr”QuestionsThanks.