2 Which one of the following traits is most predictive of success? 1. Intelligence 2. Education 3. Experience 4. Knowledge
3 Not intelligence, education, experience, or knowledge
5 I know it like the back of my hand!
7 1. Yes 2. No Do you see your hand on the screen?
8 Interpersonal Communication Skills Interpersonal skills are the set of abilities we use every day to work, communicate, and interact with other people, both individually and in groups.
9 Interpersonal Communication Skills Interpersonal skills are the set of abilities we use every day to work, communicate, and interact with other people, both individually and in groups. Leadership: The sum of those qualities of intellect, human knowledge, and moral character that allow a person to motivate a group of people to reach a common goal.
10 Agenda Interpersonal Communication Skills - Verbal communication - Non-verbal communication
11 The ability to speak effectively is a shortcut to distinction
12 Verbal Communication The sharing of information between individuals by using speech; a way of conveying information in a spoken rather than written manner.
13 Verbal Communication Principles 1. Think before you speak 2. Organize your message 3. Be clear and concise 4. Learn how to listen 5. Master the art of conversation 6. Communicate with power
14 1. Think Before You Speak Prepare Make the information relevant Start with what your listener needs to know Better to remain silent and be thought a fool, than to open your mouth and remove all doubt.
15 How long did President Lincoln spend preparing the Gettysburg address? 1. 1 Day 2. 1 Week 3. Several weeks 4. He wrote it on the way to the cemetery.
16 2. Organize Your Message Five Principles (Winston Churchill): Start strong One theme Simple language Create a word picture (story) End with emotion
17 3. Be Clear and Concise Use the right words - Word choice: using the best words to get your point across A well-developed vocabulary is the outward sign of a well-developed mind. Words are the working tools of your brain, just as surely as your hands or your eyes. Marilyn vos Savant - How to improve: Increase the size of your vocabulary
18 In class exercise: word choice
20 Resources to Improve Vocabulary To check your current vocabulary size: To improve the size of your vocabulary: - https://www.vocabulary.com/ - Boost Your Brainpower by Frank Minirth, MD
21 4. Learn How to Listen The problem with communication is the illusion that it has been accomplished. George Bernard Shaw As Ernest Hemingway stated, When people talk, listen completely. ownload/http://www.t Most people ed.com/download/pod never listen. cast/type/talks/slug/jul iantreasure_2011g/ext /mp4/quality/regular/sf _format/xml
22 In class exercise: listening skills
23 Thanks for Not Listening
25 Does your spouse know how to listen? 1. Yes 2. No
26 1. Yes 2. No Does your boss know how to listen?
27 Do you know how to listen? 1. Yes 2. No
28 Focus Active Listening Skills - Do not do anything else while the person is talking Observe - Non-verbal behavior Respect - Do not interrupt and let the person finish Acknowledge - Acknowledge the message even if you do not agree Ask - Ask questions for clarity and show sincere interest
29 What s the most effective way to influence others? 1. Formal speech 2. Informal speech 3. Brief/presentation 4. Conversation 5. Lecture
30 5. Master the Art of Conversation Ask for examples Ask for elaboration Summarize what s been said Give your own insight Sometimes all followers want and crave is the opportunity to simply talk with their leader.
31 6. Communicate with Power Stick to the point Connect with your audience Speak with confidence
32 Stick to the Point How can I say what needs to be said using the fewest number of words?
33 Connect with Your Audience Remember their names Tell a story Establish trust/familiarity
34 Connect with Your Audience A person s name to him or her is the sweetest and most important sound in any language.
35 Connect with Your Audience In class exercise: names
36 Tell a Story Six stories a leader needs to be able to tell: 1. Who I am stories 2. Why I am here stories 3. This is my vision stories 4. Teaching stories 5. Values in action stories 6. I know what you are thinking stories
37 . Speak with Confidence
38 It s not about what you say
39 Non-Verbal Communication Skills The process of sending and receiving messages without using words, neither spoken nor written.
41 Non-Verbal Communication 1. Kinesics 2. Haptics 3. Proxemics 4. Chronemics 5. Artifacts 6. Physical Appearance 7. Paralinguistics "We speak with our vocal organs, but we converse with our entire bodies.
42 Kinesics Eye contact The eyes of men converse as much as their tongues Ralph Waldo Emerson Intelligence and Compliance Beggars and Presidents Legitimate Request Illegitimate Request Eye contact Complies Does Not Comply No Eye Contact Does Not comply Complies
43 Kinesics Facial Expression
44 Kinesics Body Language
45 Kinesics Body Language Gestures Emblems Hand movements that have precise verbal meanings Recall of verbal message increased 23% Illustrators Gestures that accompany speech Emphasize or repeat what is being said Adaptors Self-touching behaviors
46 Kinesics Body Language Palm up 84% positive testimonials Palm down 52% positive testimonials Pointing (aggressive and annoying) 28% positive testimonials Some walked out Less recall Knife hand (synonymous with pointing) Ok symbol Authoritative, but not aggressive Thoughtful, goal-oriented and focused
47 Touch is persuasive Haptics In most studies, touching occurred on hands or arms Use of touch for persuasive purposes is tricky because touch is so ambiguous The interpretation of touch depends on many factors: context, gender and culture
48 Proxemics How we use space to communicate Expectancy Violations Theory
49 Chronemics How time is used to communicate The higher your status, the more power you have over other people s time
50 Artifacts and Physical Features of the Environment
51 Paralinguistics Vocal/non-vocal signals beyond the basic verbal message. Paralanguage includes pitch, loudness, rate, silences, tone, fluency, etc. "We speak with our vocal organs, but we converse with our entire bodies.
53 Mirroring or Mimicry When people mimic each other s gestures in conversation, it s correlated to feelings of trust and empathy Creates sense that people are on the same page
54 Putting it all together Letting one s eyes wander Gazing into the distance Glancing at one s watch or other objects Sighing heavily Yawning Crossing and uncrossing legs and arms Tapping fingers and feet, twiddling thumbs Fiddling with pens, eyeglasses, paper Doodling Pointing one s body away from the other person Shifting weight Leaning forward and back in one s chair
55 Putting it all together Redness in face Arms, legs, or ankles crossed Hand on the hips Short or rapid breath Frequent repetition of certain phrases Pointing of fingers Rapid speech and body motions Tenseness Locked jaw Tightly closed lips Frozen expression or scowl Stiff, rigid posture
56 Putting it all together Shifting back and forth in one s chair. Looking back and forth between two fixed objects. Tilting head from side to side. Opening and shutting hands, or moving one hand then the other. Opening and closing one s mouth without saying anything.
Professional Presence: Managing Non-verbal Communications Topeka IIA Topeka, KS November 18, 2010 Lael Holloway, Director Risk Advisory Services Kansas City, MO Why Be Aware of Professional Presence? According
NACADA presents Significant Conversations: The Art and Science of Communication in Transformational Advising November 6, 2008 José F. Rodríguez Florida International University firstname.lastname@example.org A college
Module B: Communication: Verbal and Nonverbal California WIC Training Manual 6/1/2010 Task I/Module B Page i TABLE OF CONTENTS OVERVIEW.... 1 Good Communication.. 2 How We Communicate...... 3 Non-Verbal
LaGuardia Community College Department of Human Resources CUSTOMER SERVICE COMMUNICATION SKILLS INTERPERSONAL SKILLS E-MAIL & TELEPHONE TECHNIQUES 1 This Workshop Provides Strategies to: Deliver quality
Effective Listening Skills Overview: This class will teach awareness and knowledge of good listening skills Key Goal: To listen to people and show respect to the speaker. List the benefits of good listening
Basic Communication Skills for Coaches Edmond Otis BS, MS, MFT Senior Lecturer in Health and Sport Science EIT - Eastern Institute of Technology email@example.com or 06 974 8000 x 5413 Always remember that
Chapter 2 Customer Service Skills for User Support Agents A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS FIFTH EDITION BY FRED BEISSE Chapter Objectives The importance of communication
BODY LANGUAGE Body Language Self Understanding Guest Professionalism Suggestive Selling Repeat Guests Higher Revenues What is Body Language? Body Language is the communication of personal feelings, emotions,
Jacobson Center for Writing, Teaching and Learning GUIDELINES FOR PUBLIC SPEAKING From asking and answering questions in class to delivering a formal speech, public speaking is an important part of your
Verbal Communication II Course Health Science Unit II Communication Essential Question How does the communication process affect health care delivery? TEKS 130.204 (c) 2A, 2B, 3B, 3C Prior Student Learning
Purpose: To acquire language and the ability to communicate successfully with others The language development and communication domain involves the development of the ability to use language to communicate
Lecture Overheads: Communicating Across Cultures 15.279 Fall 2012 1 Effective cross-cultural communication means Being able to recognize cultural variables Understanding how those variables influence business
Chapter 4 COMMUNICATION SKILLS What You Will Learn The difference between verbal and nonverbal communication The difference between hearing and listening Factors that promote effective communication Barriers
Student Union Memorial Center, Suite 411 (520) 621-2588 www.career.arizona.edu NURSING ADMISSIONS INTERVIEWS How you present yourself during your nursing school admissions interview will influence your
Project #1: THE ICE BREAKER Executive Summary: For your first speech project, you will introduce yourself to your fellow club members and give them some information about your background, interests and
AMERICAN RENTAL ASSOCIATION COMMUNICATIONS Marketing, meeting notices, and other forms of internal (among your board/members) and external (public) communications are covered here. ARA assistance is discussed
Types of communication Intra-personal Communication Intra-personal Communication is the kind of communication that occurs within us. It involves thoughts, feelings, and the way we look at ourselves. Because
(To be used in conjunction with the assessment developed for Standard 4B.J and 5C.J) Performance Standard 4A.J Each student will listen to a three to five minute speech given by another student and will
Module 9 Building Communication Skills Essential Ideas to Convey To apply a facilitative approach to supervision, supervisors have to approach the people they manage in a different way, by using certain
The art of influencing people NEGOTIATION & PERSUASION SKILLS DR LAYTH DELAIMY MB CHB MRCGP GP SPECIALTY TRAINING PROGRAMME DIRECTOR- CHERTSEY KSS DEANERY AIM OF NEGOTIATIONS How to reach an agreement?
0 3 Months Your baby was born relationship ready and in her first three months of life is actively trying to make sense of her world. Before she can even speak, your baby is communicating with her facial
CHAPTER 3: INTERPERSONAL COMMUNICATIONS The purpose of this chapter is to assist readers in further developing the interpersonal communication skills they already possess. Communicating lies at the heart
Speech is power: speech is to persuade, to convert, to compel. It is to bring another out of his bad sense into your good sense. (Ralph Waldo Emerson in Letters and Social Aims) Summary: This guide covers
Writing an Outstanding College Admissions Essay The Write Stuff Colleges Want Students With Proven academic abilities in challenging classes Involvement in school activities and community service Leadership
Developing Emotional Intelligence (E.I.) Competencies Presented by Mike Fitch, P.E. ODOT Office of Local Programs / LTAP OTEC Session 25 October 27, 2015 1 Welcome Alumni and Students! 2 Welcome Future
Laugh at your fear of Public Speaking ~ Give an Icebreaker Speech! JoAnne Castagna, Ed.D Technical writer-editor Army Corps of Engineers New York District Sonia Satra Soap Opera Actress Award-winning Speaker
EIGHT PUBLIC SPEAKING COMPETENCIES & CRITERIA FOR ASSESSMENT Competency One Chooses and narrows a topic appropriately for the audience & occasion. The speaker presents a topic and a focus that are exceptionally
Rubrics for Assessing Student Writing, Listening, and Speaking High School Copyright by the McGraw-Hill Companies, Inc. All rights reserved. Permission is granted to reproduce the material contained herein
Student s Name: Date: / / Lesson One: Introduction to Customer Service 1. Customer service is a relatively complex puzzle. While engaging customers, we are attempting to offer services in a manner that
Key Stage 3 Developing Communication Skills in Learning for Life and Work 1 Communication is central to the whole curriculum. Children should be able to communicate in order to express themselves socially,
CORPORATE SOLUTIONS My sincere goal as an educator is to strengthen and refine talent. At MMI we meet this goal through effective and engaging training tailored to the needs of each company. Miss Miller
Consider the following tips when you re preparing to represent your organization in media relations activities that involve pitching stories to reporters and conducting interviews about the Texting and
Improving your Presentation Skills Independent Study version English Language Teaching Centre University of Edinburgh Introduction You don t have to have perfect spoken English to give a very effective
Effective Business Communication CHAPTER 1: Definition, Components & Non-verbal Communication By: Rafiullah Sherzad Lecturer, Kardan Institute of Higher Education In The Name of Allah, Most Compassionate
W A S H I N G T O N S T A T E D E P A R T M E N T O F H E A L T H W I C P R O G R A M Customer Service Training - 1 - This institution is an equal opportunity provider. Washington WIC Nutrition Program
6. Voice, speech and body language: The way you speak, the way you act and the way you move around can be very important to succeed in your presentation. Here you will find some useful advices and links
Communication Skills Breege Smithers Practice Educator Aim of Session To develop an understanding of the processes and skills that are involved in effective communication with patients and clients. Objectives
Nonverbal Communication Human Communication Lecture 26 Mar-14-11 Human Communication 1 1 Nonverbal Communication NVC can be communicated through gestures and touch (Haptic communication), by body language
Verbal and Non-verbal Communication It takes two to communicate! Four Elements of Communication Sender-generates information, thoughts, ideas or feelings Message- generated by sender and responded to by
Brain gym starters This is how quickly your brain forgets things Your brain is a muscle Like every other muscle it needs exercise Brain gym is one way to exercise your mind so that you can learn better.
Copyright 2005 by Washington Office of the Superintendent of Public Instruction. All rights reserved. Educational institutions within the State of Washington have permission to reproduce this document.
Business Etiquette tt for the Professional Jonna L. Martin www.powerofimage.com Why Professionalism Matters for Individuals id Positive feedback Personal reputation ti Enhances career More opportunities
Customer Service and Communication Bringing service to the next level 1 Park Authority Philosophy & Goals Before focusing on customer service, it is first important to understand and reinforce the Park
University of St. Thomas Career Development Center Streaming Audio 4 Sections Interviewing Script Preparing for Interviews Hello, my name is Jessica and I work in Human Resources for Target Corporation.
ALBUQUERQUE PUBLIC SCHOOLS Speech and Language Initial Evaluation Name: Larry Language School: ABC Elementary Date of Birth: 8-15-1999 Student #: 123456 Age: 8-8 Grade:6 Gender: male Referral Date: 4-18-2008
Taking Notes in Class I. Page Setup: Cornell System Date Topic Leave blank 2 Notes 2-3 lines leave blank II. Background Information. A. Today we will be discussing an organized way of study that starts
JOB FAIRS AND INTERVIEWS: TIPS FOR SUCCESS 1. You may land a job! Why Attend a Job Fair? 2. The Employers Want to Meet You: these employers will be prepared to conduct onthe-spot interviews with the candidates
Treasure the Silence! Using Non-Verbal Cues to Manage Behaviors Would you like to. Be able to deter negative behaviors without speaking a word? Be able to change behaviors without stopping your instruction?
New York State Common Core 2 Mathematics Curriculum GRADE GRADE 2 MODULE 3 Topic E: Model Numbers Within 1000 with Place Value Disks 2.NBT.A Focus Standard: 2.NBT.A Understand place value. Instructional
Page 1 of 57 Grade 3 Reading Literary Text Principles of Reading (P) Standard 1: Demonstrate understanding of the organization and basic features of print. Standard 2: Demonstrate understanding of spoken
It s important to look past the disability and treat me as a real person. Communicating with people with a disability This communication booklet has been developed in recognition of the fact that how we
A Child s Developmental Listens attentively to sounds and voices (by 1 month) Makes some sounds other than crying (by 2 Cries deliberately for assistance (by 1 month) Begins cooing one syllable (by 3 Coordinates
SECRETS TO BEING A GREAT COMMUNICATOR SECRETS to Being a Great Communicator Whether you re a first-year associate just starting out, or a veteran accounting manager, it s more important than ever to be
NONVERBAL COMMUNICATIVE INTELLIGENCE FOR CLASSROOM MANAGEMENT A little tact and wise management may often evade resistance, and carry a point, where direct force might be in vain. Author Unknown By: Kendall
Voice and Text Preparation Resource Pack Lyn Darnley, RSC Head of Text, Voice and Artist Development Teacher-led exercises created by RSC Education This pack has been created to give you and your students
Exercise 1: Knee to Chest Starting Position: Lie on your back on a table or firm surface. Action: Clasp your hands behind the thigh and pull it towards your chest. Keep the opposite leg flat on the surface
MEDICAL ASSISTANT : COMMUNICATION WITH PATIENTS. The most important abilities of a CMA are: the ability to Communicate effectively, with professionalism and diplomacy to all types of patients. Recognize
1 An Introduction to Intercultural Communication 1.1 The Scope of Intercultural Communication Sometimes intercultural conversations go very smoothly and are extremely intriguing; think of a walk at sunset
The USPI Physician and Care Provider s Guide to Effective Communication KNOW HOW PATIENTS WILL EVALUATE PROVIDER SKILLS The Clinician and Group CAHPS - Consumer Assessment of Healthcare Providers and Systems
What is Your Learning Preference? VAK Learning Styles Whether you realise it or not, we all have preferences for how we absorb information, analyse it and make decisions: Some people like to see what you
Disability Information Cards Information cards providing brief descriptions of a number of common disabilities, the implications of those disabilities, inclusion tips and direction to websites providing
Effective Crisis & Emergency Communication Management Charleston, West Virginia April 15, 2015 Presented by: Joe E. Richards, M.A.,WV8WVU Corporate & Organizational Communication Consultant Professional
PERSUADE, ENGAGE, CONNECT EMAIL STRATEGIES THAT WORK Whitepaper examples, breakdowns and tools the building blocks for your next message Copyright by Chris Westfall 2015 All rights reserved do not duplicate
Communication Skills Team FME www.free-management-ebooks.com ISBN 978-1-62620-962-6 Copyright Notice www.free-management-ebooks.com 2013. All Rights Reserved ISBN 978-1-62620-962-6 The material contained
Rubric for Public Speaking Student s Name Date Course name and number Professional Studies Group No. (if applicable) Instructor: Circle one number (-) for each category. Add the total and divide by 0 for
American Gestures A lesson for Elementary Students Gestures Every culture has its own unique set of gestures and facial expression. Gestures and facial expressions are part of what is called non-verbal
Page 1 AD-AUDITING ACCOUNTANT, ASSISTANT CHARACTERISTICS OF WORK: This is entry-level work as a state auditing accountant. During the period of orientation and training, the minimum educational requirements
MCAA SPRING MEETING APRIL 12, 2012 COURT ETIQUETTE ETHICS CUSTOMER MANAGEMENT CUSTOMER MANAGEMENT GENERALLY SPEAKING THE BEST WAY TO MANAGE OUR TYPE OF CUSTOMERS IS TO UNDERSTAND THEY ARE NOT HAPPY BEFORE
Unit 3 Effective Communication in Health and Social Care Learning aims In this unit you will: investigate different forms of communication. investigate barriers to communication in health and social care.
IMPROMPTU PUBLIC SPEAKING Purpose and Standards The MANRRS Contest is designed to develop the ability of all MANRRS members to express himself or herself on a given subject without having prepared or rehearsed
The Interactive Health Partner Wellness Program addresses fall prevention with assessments and outcomes tracking in an easy to use, comprehensive online system. Website: www.interactivehealthpartner.com
ROBERT N. NELSON KIMBERLY I. NELSON ADMITTED IN NY, NJ SHANA L. CURTI MATTHEW R. DROST Law Offices of ROBERT N. NELSON 2249 Derby Road (at Sunrise Highway) Baldwin, New York 11510 Telephone (516) 223-5500
COURSE OUTLINE CMN 112 Course Number Public Speaking Course Title 3 3 Lecture Hours Credits Hours: lecture/laboratory/other (specify) Catalog description: Study and practice of principles in strategic,
Complete a Relationships Presentation Speech Tips 1. I am so scared of giving my speech. How do I get over my nervousness? Nervousness is natural. Think of it as a friend rather than an enemy. You need
reflect prepare impress succeed reflect prepare reflect prepare impress succeed refl BY GENE SPANNEUT Gene Spanneut firstname.lastname@example.org Spanneut is an assistant professor of educational administration
Presentation Skills This guide is part of the Applications and Interviews series. For more guides in the series please visit the website below. Careers & Employability Service www.mmu.ac.uk/careers/guides
IS-242.B: Effective Communication Instructor Guide February 2014 EFFECTIVE COMMUNICATION This page intentionally left blank. LESSON 1. UNDERSTANDING COMMUNICATION BASICS This page intentionally left blank.
Writing a Course Paper Capella University 225 South 6th Street, 9th Floor Minneapolis, MN 55402 1-888-CAPELLA (227-3552) Table of Contents Creating Major Sections... 3 Writing Fundamentals... 7 Expressing
2-3: Narrative Wall Blackline Masters Focus Story Author s Name wrote a Genre entitled. Title of the Story. The purpose of the story is to. Entertain, Inform, Describe, Explain, or Persuade Focus Skill:
Business Etiquette Business and Social Manners Leadership and Development Training The institute experts have many years of experience in effective leadership and development training. We have worked with