Podcast
Questions and Answers
What is the core purpose of effective communication?
What is the core purpose of effective communication?
To ensure that the message is received and understood with clarity and accuracy.
List two common mistakes people make while communicating.
List two common mistakes people make while communicating.
Not truly listening and interrupting the speaker.
Why is listening with the right intent important in spoken communication?
Why is listening with the right intent important in spoken communication?
It fosters empathy and understanding, allowing for effective exchange of messages.
Name one benefit of effective communication in a team setting.
Name one benefit of effective communication in a team setting.
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What does active listening involve?
What does active listening involve?
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What is the primary purpose of probing questions?
What is the primary purpose of probing questions?
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How can leading questions be both beneficial and harmful in a conversation?
How can leading questions be both beneficial and harmful in a conversation?
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What technique is described as repeating part of what a customer said to encourage further elaboration?
What technique is described as repeating part of what a customer said to encourage further elaboration?
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Why is summarizing important in a conversation?
Why is summarizing important in a conversation?
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What is a key behavior to maintain rapport during conversations?
What is a key behavior to maintain rapport during conversations?
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What is the main characteristic of passive communication?
What is the main characteristic of passive communication?
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How does aggressive communication affect the perception of the communicator?
How does aggressive communication affect the perception of the communicator?
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What key behavior distinguishes assertive communication from passive and aggressive styles?
What key behavior distinguishes assertive communication from passive and aggressive styles?
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List one way an assertive person might physically present themselves during communication.
List one way an assertive person might physically present themselves during communication.
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What are the emotional outcomes for someone engaging in passive communication?
What are the emotional outcomes for someone engaging in passive communication?
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Why is it important to respect others' rights and ideas within assertive communication?
Why is it important to respect others' rights and ideas within assertive communication?
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Identify two scenarios in which assertive communication would be necessary.
Identify two scenarios in which assertive communication would be necessary.
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What is the first step in the art of saying 'no'?
What is the first step in the art of saying 'no'?
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What is the primary form of communication described in scenario 3 that is impossible to deliver?
What is the primary form of communication described in scenario 3 that is impossible to deliver?
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Fill in the blanks: Nonverbal communication is the transfer of __________ through ____ __________, _______ __________, _________, created ______ and more.
Fill in the blanks: Nonverbal communication is the transfer of __________ through ____ __________, _______ __________, _________, created ______ and more.
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How is 'tone' defined in the context of spoken communication?
How is 'tone' defined in the context of spoken communication?
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What is one common error in email writing related to addressing the recipient?
What is one common error in email writing related to addressing the recipient?
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Why is written communication important according to the provided content?
Why is written communication important according to the provided content?
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What is the effect of written communication on an individual's thought process?
What is the effect of written communication on an individual's thought process?
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Identify one element of body language mentioned in the content.
Identify one element of body language mentioned in the content.
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Study Notes
Business Communication Mastery Workshop
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Effective communication bridges confusion and clarity
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Nat Turner
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The most vital communication aspect is hearing what isn't explicitly said.
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Peter Drucker
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People often listen to reply, not to understand.
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Stephen R Covey
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The worst speech you'll never give is better than a speech you never give.
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Fred Miller
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Write something worth reading, or do something worth writing.
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Benjamin Franklin
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Live as if you'll die tomorrow; learn as if you'll live forever.
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Mahatma Gandhi
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Difficulty isn't impossible; it simply requires effort.
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Dr. APJ Abdul Kalam
Effective Communication
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Effective communication is exchanging information so it's received and understood.
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Mistakes in communication: Not truly listening, assuming the message is known, interrupting the speaker, being indirect, avoiding difficult conversations, and attacking character instead of behavior.
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Why effective communication?
- Building and maintaining relationships
- Building trust
- Team building
- Understanding the audience
- Encouraging innovation
- clarity in workflow
- Better decision-making
- Conflict reduction
Elements of Effective Communication
- Elements visualized as speech bubbles, notes, and handshakes.
Spoken Communication
- Spoken communication produces messages to listeners.
- Active Listening components:
- Believing the listener has the capacity to understand.
- Listening without interruption, and with empathy.
- Understanding underlying messages and paraphrasing thoughtfully.
- Listening without assumptions
- Understanding emotions from tone, body language, etc.
- Listening without attaching prior knowledge
Active Listening Framework
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Step 1: Look at the speaker.
- Showing respect is a fundamental business practice.
- Making eye contact demonstrates active listening and engagement.
- Posture enhances concentration and communicates attentiveness.
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Step 2: Inquire.
- Inquiring leads to better understanding of what the other person is saying
- It eliminates misunderstandings and promotes clarity
- Inquiring leads us to the root cause of the problem
- Question types (open-ended/closed-ended) identified
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Step 3: Summarize. Summary is a concise overview of conversation’s main points to confirm understanding
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Step 4: Take Away. Identifying main takeaways from any conversation. To confirm clarity
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Step 5: Encourage the speaker. Techniques for encouraging speaker for more clarity: What else?, Really? Hand gestures.
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Step 6: Never Negate. Always be positive. Accepting what is said, even with negative aspects, to build rapport and energy before making any request.
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Styles of speaking/communication (Passive, Aggressive, Assertive explained).
Email Writing
- Email writing is any message for two or more people and should convey meaning effectively
- Important aspects of email writing are communicating ideas, expressing thoughts, and creating a positive impact on the recipient.
- Common email writing errors include improper salutations, lack of appreciation, not knowing the audience, inappropriate punctuation, expecting understanding of ambiguous statements, making unnecessary small talk.
- Using complex language
- Structure of email writing
5Cs of Email Writing
- Context, Content, Clarity, Colour, Carrier Explained
Informal Written Communication (Whatsapp)
- When to use WhatsApp for communication: Quick updates, short communication with team members, coordinating activities, communication with clients who prefer messaging
- When not to use WhatsApp: sensitive data, legal documents, detailed, complex discussions, performance evaluations, conflict resolution, termination negotiations.
- Best practice with WhatsApp communication; maintain professional yet friendly tone, use proper grammar and punctuation, avoid excessive abbreviations, proofread before sending.
Communication Etiquette
- Respect working hours, using clear and concise messages, receiving important messages, using professional profiles, creating specific work groups
- Technical aspects: using business phone numbers when possible, setting up separate work and personal Whatsapp accounts, using WhatsApp business features, be respectful with message privacy and security
Telephonic Communication
- Telephone etiquette first impression for the company.
- Good telephone etiquette creates positive impacts, and good relationships.
- Structure for making and receiving calls
- Handling difficult calls (do not take it personally and apologize, focus on customer need).
Video Calls
- Visual and audio quality, lighting, camera angles, background
- Engagement and communication, eye contact, body language, active listening, use of interactive features
- Platform features i.e screen and sound shares, recording videos, chats, notes
Role Play Scenarios
- Several role-play scenarios are provided for practice.
Feedback Format for Observer
- Format for observing role plays in terms of "Did Well", "Didn't do well" and "Need to do Differently" aspects
Stages of Mastery
- Stages in order of mastery.
Communication Skills Self-Assessment
- Options for self assessment in listening, spoken and written skills
- Steps to score and add up the scores to rate communication skills (basic/intermediate/ proficient)
Assimilation Exercise
- Activities to consolidate learnings from the workshop (e.g., top three takeaways, prioritising next steps, impact on personal and professional life).
My Notes
- blank page for note taking
Studying That Suits You
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Description
Test your knowledge on the core principles of effective communication. This quiz covers common mistakes, the importance of listening, and techniques like active listening and summarizing. Enhance your understanding of how to communicate effectively in both personal and team settings.
