Module 3 Communication Skills PDF

Module 3 Communication Skills  Module 3 Agenda Definition of Communication Difference between hearing & listening Levels of Listening Listening Behaviors Paradigm Shift Speaking Behaviors Module 3 Objectives By the end of this module you will be able to: Understand wh...

Module 3 Communication Skills  Module 3 Agenda Definition of Communication Difference between hearing & listening Levels of Listening Listening Behaviors Paradigm Shift Speaking Behaviors Module 3 Objectives By the end of this module you will be able to: Understand what is communication Differentiate between hearing & listening Know the different levels of listening Listen empathically Speak effectively Defining Communication The art of speaking effectively, and listening empathically. Principle of Communication “Seek First To Understand Then To Be Understood” Listening Hearing Vs. Listening Hearing is Physiological Listening is Psychological Levels Of Listening Empathic Attentive Selective Ignoring Pretending Listening Listening Has the intension to understand Paying attention on the words said Listening to some parts of the conversation Not listening but trying to show the other person that he listens Not really listening at all.  Listening Behaviors Focus Focus: when you are practicing focus, imagine that your lips are zipped. Try to listen as much as you can without interrupting the other person or be in a hurry to reply. LISTEN Reflect: It’s either done by words and body or by asking questions. Summarize: restate what the other Summarize Reflect person has said to confirm your understanding. “you can not truly listen to anyone and do anything else at the same time” Role Play Take Notes Taking notes on a notepad is essential so as not to lose any information provided by the customer. Don’t count on your memory, you might forget and ask the customer again. Asking the customer for something he already mentioned, will frustrate him. Active Listening Learn to listen Great Listening is what enables you to talk to people with their own terms. We can speak at a rate of over 100 words a minute, but we can listen at more than twice that speed. We Were given two ears and one mouth because listening is twice as hard as talking Paradigm Shifting In Most cases your empathic listening will drive you into a total paradigm shifting Ex. Covey in the Subway Speaking  Speaking Behaviors Organize Organize: Determine the other’s needs Decide what results you want Plan key points Speak Express: Give a back ground on the topic State and support the idea Address the other’s concerns Check Express Check: Check their understanding Listening and Speaking Listen Speak Linking the Rings Role Play – Chess Movie Non Verbal Signals In person On the phone Tone of voice = 38% Tone of voice = 86% Body Signals = 55% Words = 14% words = 7%  Non Verbal Signals Missing Aspects Ways of Compensating Facial expressions, manners Verbal reactions - fillers and reactions Ask open-ended and close-ended Physical actions questions Tools to help understanding Intonation, Pitch, Volume, Speed (Hand gestures, illustrations, etc.) Questions Thank you