The MTL Professional Development Programme is a collection of 202 PowerPoint presentations that will provide you with step-by-step summaries of a key management or personal development skill. This presentation is on "One-to-One Communication" and will show you how to hold effective and productive conversations with others.

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MTL: The Professional Development Programme
One-to-One Communication
ONE-TO-ONE
COMMUNICATION
How to get on with anyone
MTL: The Professional Development Programme

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MTL: The Professional Development Programme
One-to-One Communication
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from thenounproject. All clipart is from free sources. The MTL Professional Development Programme is copyright of Manage Train
Learn.
One-to-One
Communication
Introduction: If you want to move up the ranks of masterful communication, you
have to watch what you say to others. Not just in the showpieces of
communication such as a presentation or a meeting, but in everyday interaction.
Learn the rules of one-to-one engagement and you can quietly become a master
of communication.

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MTL: The Professional Development Programme
One-to-One Communication
1. BE KIND
Whenever you engage with people, you always
have two choices. You can communicate from a
standpoint of appreciation or from one of fear.
When your communication is laced with
sarcasm, blame, and anger, you are
communicating fear; when it is laced with
respect, acceptance, and wonder, you are
communicating appreciation. There is a simpler
way to put it: always be kind.
Communicate from a standpoint of appreciation
Flickr attribution: /liquene/4340111456/

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MTL: The Professional Development Programme
One-to-One Communication
Making Genuine Contact with Others
Many of the barriers in
communications arise because we lack
the skills and techniques to overcome
our fears about making genuine
contact with other people.
So, here, from Richard Denny, author
of "Communicate to Win", are 10 tips
to help you break down the barriers.
1. speak to people
2. smile at people
3. address people by name
4. be warm, friendly, and helpful
5. be enthusiastic about life
6. be genuinely interested in other
people
7. look for the chance to praise
8. be considerate of others' feelings
9. be thoughtful and respectful of
others' opinions
10. be a great listener.

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MTL: The Professional Development Programme
One-to-One Communication
2. YOUR
EFFECT ON
OTHERS
For many, communication is a battle that they
have to win and words are their chief weapons of
war. Harsh words can cut people deep and leave
their scars for days if not years. When that
happens, people raise barriers to protect
themselves. In their next exchange with the
person who has hurt them, they are wary and
defensive. That’s why the mark of the true
communicator is to know what effect their words
have on others and to adjust them accordingly.
Be aware of the vibes you give off
Flickr attribution: /shankbone/6316594672/

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MTL: The Professional Development Programme
One-to-One Communication
Asking “Why?”
Many false interpretations arise because, as soon as
people start talking, we jump to conclusions based on
previous experiences with the same person or
because we feel more comfortable with our fixed
opinions, or because we don't have the time and skill
to listen.
One way to find out more is to ask "Why?" questions
more frequently, not in an intrusive or childish way but
with the right tone, appropriate words, and a genuine
desire to find out the other person's situation.
“Do you mind me asking why?”
“That's fascinating. Why do you...?”
“I was just thinking. Why do you need it now?”
“Can I ask why now?”

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MTL: The Professional Development Programme
One-to-One Communication
3. SPEAK
WITH GOOD
PURPOSE
Speaking with good purpose means conversing
with others in a positive, constructive and
enhancing way. Such communication leaves
people feeling better than they did before even if
the news is not wholly good. When we speak
with good purpose, we think before we speak;
we speak only if the intention is honest; and we
speak to be helpful.
Every interchange with others can be positive
Flickr attribution: /29487672@N07/14647213116/

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MTL: The Professional Development Programme
One-to-One Communication
Speak With Good Purpose
"Speaking with good purpose" is a way to converse with others in a positive, constructive, and enhancing way,
even if the situation is a difficult one. It means thinking before we speak, deciding only to speak if the intention
is honest, and doing it with consideration for the feelings of other people.
Scenario 1
If we work beside someone whose work area is
untidy, we might finally lose our patience and blurt
out without thinking, "You're so sloppy.
Everything is a mess!"
Your colleague is likely to react defensively and do
nothing about the mess.
Scenario 2
If, on the other hand, we think first about our
intention, we might instead say something like,
"You know, I find it hard to share an office with
you because we each have different ideas about
how to organise our work areas."
This has no emotion and may lay the ground for a
discussion about your different needs.
vs

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MTL: The Professional Development Programme
One-to-One Communication
4. BE
RESPONSIBLE
When master communicators speak and things
go wrong, they don't blame others for failing to
understand them. They stop and re-think what
they said and did, working out where their
communication went wrong and why the other
person failed to get the message. They then work
tirelessly to put things right. Master
communicators take responsibility for everything
they say, and write, and do.
You can always improve the way you converse
Flickr attribution: /saturnism/501784476/

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MTL: The Professional Development Programme
One-to-One Communication
False
Interpretations
The following categories of interpretation are likely to be false because they
distort information from others to fit in with our own perceptions.
False Interpretations
6. Liking,
disliking:
Our emotions
colour our
views.
3. Discounting:
We discount or
ignore evidence
that doesn't fit
in with our
perceptions.
1.
Expectations:
We expect
people to
behave as
they've done
before.
5. Attributing:
We assume
people do
things for the
same reasons as
we would.
4. Halo-horns
effect:
We judge
others
according to
one glowing
incident, the
halo, or one
bad incident,
the horns.
7. Typecasting,
stereotyping,
pigeonholing:
We want to set
people into pre-
cast moulds.
2. First
impressions:
We make up
our minds
about others in
the first
moments of an
exchange.
1 2 3 4 6 7
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MTL: The Professional Development Programme
One-to-One Communication
5. KNOW
WHEN TO
STOP
If you’ve ever attended a workplace meeting,
you’ll know how hard it is to say nothing. Many
people attend business meetings with the sole
intention of talking, even if it isn’t relevant, or
even if the point has already been made. Talking
is a way to impress. As a result, many meetings
waste time and are unproductive. The best
communicators are those who are secure enough
to admit when they have little to say or little to
add. They know when to shut up.
Don’t talk too much or too little
Flickr attribution: /mateusd/11523379905/

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MTL: The Professional Development Programme
One-to-One Communication
SometimesYou Can Say a Lot from Being Silent
Silence and well-timed pauses are essential
parts of one-to-one communication. It has
been found that the average pause between
questions and answers in a conversation is 0.7
seconds, a pace that gives little chance for
reflection at a deeper level. It is often in the
silences that a lot can happen.
Silence...
• allows people the chance to decide if they
want to say something
• allows people to recollect
• allows people time to catch up
• allows people to come to terms with what
they want to say
• allows people the chance to listen to
themselves
• allows people the chance to slow the pace
down.
It is worth noting that the word "silent" is an
anagram of the word "listen".

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MTL: The Professional Development Programme
One-to-One Communication
6. DON’T
INTERRUPT
If you’ve ever eavesdropped on a conversation,
you’ll notice that most people talk over one
another. It resembles a contest more than a
dialogue. It is rare to see people listening until
the other person has stopped speaking. And
even rarer to hear people asking for clarification.
But holding back while you listen to others is the
mark of the real communications expert.
Communication fails if both sides interrupt
Flickr attribution: /richteabiscuit/600780410/

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MTL: The Professional Development Programme
One-to-One Communication
When Can I Interrupt? There are a number of ways in which you can interrupt. Here are
18 different types.
1. Agreement Interrupt: Enthusiastically agree.
2. Body Language Interrupt: Non-verbal signal that you
want to butt in.
3. Clarification Interrupt: Ask for clarification. Check you
understand.
4. Continuation Interrupt: Pick up where they might leave
off.
5. Disagreement Interrupt: Disagree with what is said.
6. Disinterest Interrupt: Appear disinterested in what they
say.
7. Distraction Interrupt: Become distracted by something
else.
8. Encouragement Interrupt: Keep them talking.
9. External Interrupt: Use a third party to interrupt.
10. Identity Interrupt: Prod the identity of the person.
11. Loudmouth Interrupt: Talk more loudly than the other
person.
12. “Motormouth” Interrupt: “Jumpinandtalkquickly”.
13. Question Interrupt: Just ask them a question.
14. Power Interrupt: Use your power to grab control.
15. Permission Interrupt: Ask if you can interrupt.
16. Touch Interrupt: Touch them gently as you interrupt.
17. 'Yes, and' Interrupt: Say 'Yes, and,...'
18. 'Yes, but' Interrupt: Say 'Yes, but...'

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MTL: The Professional Development Programme
One-to-One Communication
7. DON’T
GOSSIP
Gossip is a particularly pernicious form of
communication. It is idle, often indulged in
merely to pass the time, and serves no real
purpose other than to make ourselves feel better
at the expense of others. If you work with others
who like to gossip, simply learn the trick of
disengagement: don’t reply, don’t be drawn in,
and never do it yourself.
Don’t talk about others in a malicious way
Flickr attribution: /danielavladimirova/6234626228/

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MTL: The Professional Development Programme
One-to-One Communication
This has been a Slide Topic from Manage Train Learn
AFinal
Word
Despite all the paraphernalia of modern communications, all communication comes down
to just you, the other guy, and how he or she feels when you're done. Practise these 7 rules,
so simple, but so rare, and you can move into the ranks of the communication greats.