Communication skills. Final Draft. This short training manual is designed for job seekers in the work readiness skills training workshop

Transcription

1 Final Draft This shrt training manual is designed fr jb seekers in the wrk readiness skills training wrkshp

2 Cntents Cmmunicatin skills... 2 Curse bjectives... 2 What is Cmmunicatin?...2 Cmmunicatin cycle...3 Impact f a Message...4 Face-T-Face Cmmunicatin Vice Cmmunicatin... 4 Types f Cmmunicatin...5 Styles f Cmmunicatin...6 Effective Listening Invlves...6 Organizatinal cmmunicatin fallw... 8 Barriers t Effective Cmmunicatin P a g e

3 Cmmunicatin skills Curse bjectives What is Cmmunicatin? The Cmmunicatin Cycle Impact f a message Types f Cmmunicatin Styles f Cmmunicatin Effective Listening Organizatinal Cmmunicatin Flw Barriers t Cmmunicatin Cmmunicating Effectively What is Cmmunicatin? The dictinary defines cmmunicatin as: A prcess by which infrmatin is exchanged between individuals thrugh a cmmn system f symbls, signs r behavir Cmmunicatin is a tw-way prcess which invlves: Listening t thers (Receiving) message Asserting/Expressing (Sending) Cmmunicatin is the art f transmitting infrmatin, ideas and attitudes frm ne persn t anther. Cmmunicatin is the prcess f meaningful interactin amng human beings. The essence f cmmunicatin is Persnal prcess Occurs between peple 2 P a g e

4 Invlves change in behavir Means t influence thers expressin f thughts and Emtins thrugh wrds & actins. Tls fr cntrlling and mtivating peple. It is a scial and emtinal prcess. Cmmunicatin Gals T change behavir T get and give Infrmatin T get actin T persuade T ensure understanding Cmmunicatin cycle Cmmunicatin nrmally ges thrugh a cycle invlving: 3 P a g e

5 What are the mst cmmn ways we cmmunicate? Impact f a Message Face-T-Face Cmmunicatin Vice Cmmunicatin Wrds 7% Wrds 14% Tne 36% Bdy Language Tne Wrds Bdy Language 57% Tne Wrds Tne 86% 4 P a g e

6 Types f Cmmunicatin 1. Verbal Cmmunicatin Wrds Vice mdulatin 2. Nn-Verbal Cmmunicatin Cmmunicates emtins and attitudes Regulates verbal messages Verbal Cmmunicatin Wrds Use simple language (avid jargn and slang) Make sure that yu are grammatically crrect Be clear and precise (avid redundancy) Vice Mdulatin Dictin Tne Pitch Vlume Rate Nn-Verbal Cmmunicatin Gestures Are yu aware f hw yu lk t thers? Find ut yur habits and nervus gestures Psture and mvement Stand tall 5 P a g e

7 Facial Expressins Smile Eye Cmmunicatin 90% f ur persnal cmmunicatin calls fr invlvement. T shw invlvement, lk at yur audience fr 5 t 10 secnds befre lking away. Cmmunicatin Rights and Respnsibilities Rights Respnsibilities 1. Yu have the right t be treated with respect. 2. Yu have the right t have and express yur wn pinins. 3. Yu have the right t ask fr what yu need in rder t be effective. 4. Yu have the right t set reasnable limits. 1. Yu have the respnsibility t treat thers with respect. 2. Yu have the respnsibility t listen t the pinin f thers. 3. Yu have the respnsibility t acknwledge and address the needs f thers. 4. Yu have the respnsibility t respect the limits and bundaries f thers. Styles f Cmmunicatin Passive Assertive Aggressive Accepts respnsibilities. Extends but des nt feel entitled t rights. Bth exercises and extend rights and respnsibilities. Demands but des nt extend rights. Des nt accept respnsibilities. Effective Listening Invlves 1. Setting the stage Remve Distractins Be pen and accessible Listen with Empathy 6 P a g e

8 2. Ensuring Mutual Understanding Reflect feelings Paraphrase main ideas Seek clarificatin Cnfirm next steps 3. Understanding bdy Language Observe psitin and psturing Make eye cntact Cnsider expressins/gestures 4. Suspending judgment Cncentrate Keep an pen mind Hear the persn ut Types f Listening Passive Listening Active Listening Hearing Listening and Speaking Listening takes: Cncentratin and energy 7 P a g e

9 Curisity and pen-mindedness Analysis and understanding Speaking requires: Sharp fcus Lgical thinking Clear phrasing Crisp delivery Organizatinal cmmunicatin fallw Upward Dwnward Hrizntal Crdinatin Infrmatin Instructins Directives a. Vertical Cmmunicatin Upward Cmmunicatin Cnsists f messages sent up the line frm subrdinates t bsses. Includes emplyee suggestins, reactins t rganizatinal plicies, inquiries r cncerns. Dwnward Cmmunicatin Flws frm individuals in higher levels f the rganizatin t thse in lwer levels. Includes meetings, fficial mems, plicy statements, manuals, and rganizatinal publicatins. b. Hrizntal Cmmunicatin 8 P a g e

10 The hrizntal infrmatin flw that ccurs bth within and between departments, generally, the purpse f lateral cmmunicatin is crdinatin and cllabratin. Barriers t Effective Cmmunicatin Assumptins Fears Reluctance t cnfrnt Ridicule, rejectin, fear f being wrng Values and attitudes Generatin Gap Infrmatin verlad When the infrmatin we can prcess is exceeded Trust and Hnesty A lack f trust can cause the receiver t lk fr hidden meanings in the sender s message. Crss-Cultural Diversity The greater the difference between the sender s and receiver s cultures, the greater the chance fr miscmmunicatin. Key t Cmmunicating Effectively Knw yur subject. Fcus n the purpse. Knw yur audience. Use a cnfident tne and a level pitch. Be calm and cllected at all times. 9 P a g e

11 Try t eliminate excessive ums and uhs as fillers. Speak slwly and make use f pauses t stress imprtant ideas. Use accurate dictin and crrect prnunciatin Knw what yu are talking abut and accept the limitatins f yur knwledge. Be vibrant and enthusiastic. Avid a dull, mntnus tne. Be lud enugh t be easily heard. Remember Barriers t cmmunicatin can lead t misunderstanding and cnfusin 10 P a g e