The document discusses effective communication and leadership. It defines communication, lists common barriers, and describes different communication styles. Assertive communication is identified as most effective. The document also discusses listening skills, non-verbal communication cues, using "I" statements, and ensuring message perception matches intention to achieve effective communication.

1. Effective Communication

9. Are you a good listener? R - S - A I allow speakers to complete their sentences. R - S - A I make sure I understand the other person's point of view before responding. R - S - A I listen for the important points. R - S - A I try to understand the speaker's feelings. R - S - A I visualize my response before speaking. R - S - A I visualize the solution before speaking. R - S - A I am in control, relaxed, calm when listening.

10. Are you a good listener? R - S - A I use listening noises (hum, gee, I see, oh....). R - S - A I take notes when someone else is speaking. R - S - A I listen even if the other person is not interesting. R - S - A I listen even though I don't like that person but I am interested in what he has to say. R - S - A I look into the eyes of the person speaking. R - S - A I am patient when listening. R - S - A I ask questions to make sure I understand. R - S - A I have no distractions when listening. R - S - A I don't refer his sayings to my personal background while listening.

11. Answer Key – How many A’s? 14-16 You are excellent! 13-11 You are good - but need help in a few areas. 10-7 You are fair, probably think you know it all. Could increase effectiveness in your team significantly with skill building help . 6-4 You are poor, not listening at all. 3-1 You are deaf! Please, take the results with a sense of humor! 

12. The Listening Continuum 5) Empathic Listening 4) Active Listening 3) Selective Listening 2) Pretend listening 1) Ignore

16. Non-verbal communication Understanding the non-verbal cues will help you find more effective way to communicate with others.

19. Hands of Precision Right Hand: imprecise Language Left Hand: Precise Questions 1) Universals: all every never 1) All? Every? Never? 2)Should, shouldn't, can't, mustn't 2) What would happen if you could? 3) Verbs 3) How specifically? 4) Nouns 4) Who or what specifically? 5) Too much, too many, too expensive 5) Compared to what?

20. Communication vs. Effective communication It is not important what I say, but what YOU understand

24. The 4-Ears Model VP exchange says: "I have no more marketing material for selling ITEP." "There is no more marketing material." Purely factual basis "VP Marketing, please make new material!" Command, request basis "VP Marketing, you don't like me because otherwise you would have seen that yourself" Relationship basis "I am guilty: I have already used all the material that was supposed to last all year." Self-revelation basis

25. Communication Matrix Message is meant to be 1. Factual 2. Command 3. Relationship 4. Self-revelation Message is perceived to be 1. Factual Effective Ineffective Ineffective Ineffective 2. Command Ineffective Effective Ineffective Ineffective 3. Relationship Ineffective Ineffective Effective Ineffective 4. Self-revelation Ineffective Ineffective Ineffective Effective