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PrePared By:
Mohamed Salah El Dein
MBA – Cairo University
Learning Objectives
1. Definition of Communication
2. Components of Effective Communications
3. Characters of Effective Verbal Messages
4. Importance of Non Verbal Messages
5. Importance of Paraverbal Messages
6. Definition of listening
7. Difference between listening & hearing
8. Levels of listening
9. How to be active listener
10. Barriers of effective communication
M. Salah
On a daily basis we
work with people who
have different opinions,
values, beliefs, and
needs than our own.
M. Salah
 The ability
to exchange
ideas with
others M. Salah
 Due to the rapid growth of technology & to match
the continuous development in the world market, the
HR department will begin to apply a new ERP
system.
 Each employee is kindly required to submit his full
name, section, department, direct manager’s name &
department manager’s name to HR department before
the fifteenth of April 2013 as the HR member will start
to enter all these data into the new system. The new
system will be applied by the first of May 2013 & any
employee who isn’t included in this new system won’t
receive his salary.
M. Salah
CommunicationCommunication
M. Salah
 Communication Involves Three Components:
1. Verbal Messages - the WORDS we choose
2. Paraverbal Messages - HOW we say the words
3. Nonverbal Messages - our BODY LANGUAGE
M. Salah
 In order to communicate
effectively, we must use all
three components to do 2
things:
1. Send clear, concise
messages.
2. Hear and correctly
understand messages
someone is sending to us.
M. Salah
M. Salah
 Effective Verbal Messages:
1. Are brief, succinct, and
organized
2. Are free of jargon
3. Do not create resistance in
the listener
M. Salah
 We can choose words that normalize the issues
and problems and reduce resistance.
Phrases such as
"in some districts, people may . . ."
"it is not uncommon for . . ."
"for some folks in similar situations"
M. Salah
 Due to the rapid growth of technology & to match the
continuous development in the world market, the HR
department will begin to apply a new ERP system.
 Each employee is kindly required to submit his full
name, section, department, direct manager’s name &
department manager’s name to HR department before
the fifteenth of April 2013 as the HR member will start
to enter all these data into the new system. The new
system will be applied by the first of May 2013 & any
employee who isn’t included in this new system won’t
receive his salary.
M. Salah
M. Salah
 Starting from May 2013, salaries will be paid
according to the data in the new ERP system, So
each employee is kindly required to submit the
following table & pass it to The HR department
before 15th
of April 2013Name Section Department
Direct
Manager’s name
Department
Manager ‘s name
 Nonverbal messages are the primary way that
we communicate emotions
 Body language is nonverbal communication
that involves body movement and gestures.
M. Salah
M. Salah
 How you hold and move your hands and
fingers are particularly insightful in reading
people and make communication more easily
M. Salah
M. Salah
M. Salah
M. Salah
They are types of nonverbal
communication that can have an effect
on business relations.
M. Salah
Researchers have found that people
can identify with great accuracy
Seven separate human emotions,
even after seeing only facial and eye
expressions
M. Salah
SADNESS
M. Salah
M. Salah
M. Salah
INTEREST
M. Salah
M. Salah
Paraverbal communication refers to the
messages that we transmit through the
tone, pitch, and pacing of our voices.

It is how we say something, Not
what we say.
M. Salah
M. Salah
M. Salah
 For example, the statement, "I didn't say you
were stupid" has six different meanings,
depending on which word is emphasized.
M. Salah
M. Salah
 When we are angry or excited, our speech tends to
become more rapid and higher pitched.
 When we are bored or feeling down, our speech tends
to slow and take on a monotone quality.
 When we are feeling defensive, our speech is often
abrupt.
M. Salah
M. Salah
 When a person sends a message with conflicting
verbal, paraverbal and nonverbal information,
The nonverbal information tends to be
believed
M. Salah
The Importance of Consistency
If this person told you that:
I am alert & don’t wanna sleep,
Will you believe him
?????????????????????????
M. Salah
RECEIVING MESSAGES
M. Salah
LISTENING
How well you listen has a major impact on your job
effectiveness, and on the quality of your
relationships with others.
M. Salah
WHY WE ARE LISTENING ??
We listen to
1. Obtain information.
2.Understand.
3.For enjoyment.
4.Learn.
M. Salah
ListeningListening
Research suggests that we remember
between 25 % and 50 % of what we
hear.
M. Salah
M. Salah
M. Salah
 Receiving the speaker’s message
 If you didn’t receive the message , means …
You didn’t listen
M. Salah
ACTIVE LISTENING
 Active listening is a skill that can be
acquired and developed with PRACTICE.
However, this skill can be difficult to
master and will, therefore, take time and
patience.
M. Salah
What’s the difference between
LISTENING
&
HEARING
M. Salah
M. Salah
M. Salah
M. Salah
M. Salah
Signs of Active Listening
M. Salah
NON-VERBAL SIGNS
 People who are listening are more likely to
display at least some of these signs.
 However these signs may not be appropriate in
all situations and across all cultures.
M. Salah
M. Salah
M. Salah
M. Salah
M. Salah
M. Salah
 Although some positive words of
encouragement may be beneficial
to the speaker the listener should
use them sparingly so as not to
distract from what is being said
or place unnecessary emphasis on
parts of the message
M. Salah
 Remembering a few key points,
or even the name of the
speaker, can help to reinforce
that the messages sent have
been received and understood
M. Salah
 The listener can demonstrate that
they have been paying attention
by asking relevant questions
and/or making statements that
build or help to clarify what the
speaker has said.
M. Salah
 Using your own
words to
express the
Speaker’s Idea
M. Salah
M. Salah
M. Salah
M. Salah
Attacking , this includes :-
 - Interrogating , give example …..
 - Criticizing , give example …..
 - Blaming , give example …..
 - Shaming , give example …..
M. Salah
Verbal Communication Barriers
"You Messages“ this includes,
Moralizing
Preaching
Advising
Diagnosing
Example ……………..M. Salah
Verbal Communication Barriers
Showing Power, this including
Ordering, directing
Threatening,
Commanding
"If you don't voluntarily agree to this evaluation we
can take you to due process. Go ahead and file a
complaint if you want to."
M. Salah
Verbal Communication Barriers
Other Verbal Barriers like
1. Shouting
2.Name calling
3.Refusing to speak.
M. Salah
M. Salah
M. Salah
Role Plays
• One person should talk about something they enjoy doing,
such as a hobby. The other person, without speaking, should
use body language to convey a negative response, such as
crossing her arms, looking at something else, fidgeting, and
rolling her eyes. After a minute or two, switch roles and
repeat. At the end, discuss how it made the person speaking
feel. Focusing on negative nonverbal responses helps you to
become aware of them in your own behavior and to avoid
them when communicating.
Read more:
http://www.livestrong.com/article/306574-free-effective-communi
M. Salah
Effective communication
• Effective
communication is
your vehicle to
success
• Are you ready to
drive it ???????
M. Salah
Sources
• http://www.directionservice.org/cadre/section4.cfm
• http://www.mindtools.com/pages/article/Body_Language.htm
• http://listverse.com/2007/11/08/25-examples-of-body-language
• http://www.skillsyouneed.com/ips/active-listening.html
M. Salah

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Communication presentation e.

  • 1. PrePared By: Mohamed Salah El Dein MBA – Cairo University
  • 2. Learning Objectives 1. Definition of Communication 2. Components of Effective Communications 3. Characters of Effective Verbal Messages 4. Importance of Non Verbal Messages 5. Importance of Paraverbal Messages 6. Definition of listening 7. Difference between listening & hearing 8. Levels of listening 9. How to be active listener 10. Barriers of effective communication M. Salah
  • 3. On a daily basis we work with people who have different opinions, values, beliefs, and needs than our own. M. Salah
  • 4.  The ability to exchange ideas with others M. Salah
  • 5.  Due to the rapid growth of technology & to match the continuous development in the world market, the HR department will begin to apply a new ERP system.  Each employee is kindly required to submit his full name, section, department, direct manager’s name & department manager’s name to HR department before the fifteenth of April 2013 as the HR member will start to enter all these data into the new system. The new system will be applied by the first of May 2013 & any employee who isn’t included in this new system won’t receive his salary. M. Salah
  • 7.  Communication Involves Three Components: 1. Verbal Messages - the WORDS we choose 2. Paraverbal Messages - HOW we say the words 3. Nonverbal Messages - our BODY LANGUAGE M. Salah
  • 8.  In order to communicate effectively, we must use all three components to do 2 things: 1. Send clear, concise messages. 2. Hear and correctly understand messages someone is sending to us. M. Salah
  • 10.  Effective Verbal Messages: 1. Are brief, succinct, and organized 2. Are free of jargon 3. Do not create resistance in the listener M. Salah
  • 11.  We can choose words that normalize the issues and problems and reduce resistance. Phrases such as "in some districts, people may . . ." "it is not uncommon for . . ." "for some folks in similar situations" M. Salah
  • 12.  Due to the rapid growth of technology & to match the continuous development in the world market, the HR department will begin to apply a new ERP system.  Each employee is kindly required to submit his full name, section, department, direct manager’s name & department manager’s name to HR department before the fifteenth of April 2013 as the HR member will start to enter all these data into the new system. The new system will be applied by the first of May 2013 & any employee who isn’t included in this new system won’t receive his salary. M. Salah
  • 13. M. Salah  Starting from May 2013, salaries will be paid according to the data in the new ERP system, So each employee is kindly required to submit the following table & pass it to The HR department before 15th of April 2013Name Section Department Direct Manager’s name Department Manager ‘s name
  • 14.  Nonverbal messages are the primary way that we communicate emotions  Body language is nonverbal communication that involves body movement and gestures. M. Salah
  • 16.  How you hold and move your hands and fingers are particularly insightful in reading people and make communication more easily M. Salah
  • 20. They are types of nonverbal communication that can have an effect on business relations. M. Salah
  • 21. Researchers have found that people can identify with great accuracy Seven separate human emotions, even after seeing only facial and eye expressions M. Salah
  • 27. Paraverbal communication refers to the messages that we transmit through the tone, pitch, and pacing of our voices.  It is how we say something, Not what we say. M. Salah
  • 30.  For example, the statement, "I didn't say you were stupid" has six different meanings, depending on which word is emphasized. M. Salah
  • 32.  When we are angry or excited, our speech tends to become more rapid and higher pitched.  When we are bored or feeling down, our speech tends to slow and take on a monotone quality.  When we are feeling defensive, our speech is often abrupt. M. Salah
  • 34.  When a person sends a message with conflicting verbal, paraverbal and nonverbal information, The nonverbal information tends to be believed M. Salah
  • 35. The Importance of Consistency If this person told you that: I am alert & don’t wanna sleep, Will you believe him ????????????????????????? M. Salah
  • 37. LISTENING How well you listen has a major impact on your job effectiveness, and on the quality of your relationships with others. M. Salah
  • 38. WHY WE ARE LISTENING ?? We listen to 1. Obtain information. 2.Understand. 3.For enjoyment. 4.Learn. M. Salah
  • 39. ListeningListening Research suggests that we remember between 25 % and 50 % of what we hear. M. Salah
  • 42.  Receiving the speaker’s message  If you didn’t receive the message , means … You didn’t listen M. Salah
  • 43. ACTIVE LISTENING  Active listening is a skill that can be acquired and developed with PRACTICE. However, this skill can be difficult to master and will, therefore, take time and patience. M. Salah
  • 44. What’s the difference between LISTENING & HEARING M. Salah
  • 49. Signs of Active Listening M. Salah
  • 50. NON-VERBAL SIGNS  People who are listening are more likely to display at least some of these signs.  However these signs may not be appropriate in all situations and across all cultures. M. Salah
  • 56.  Although some positive words of encouragement may be beneficial to the speaker the listener should use them sparingly so as not to distract from what is being said or place unnecessary emphasis on parts of the message M. Salah
  • 57.  Remembering a few key points, or even the name of the speaker, can help to reinforce that the messages sent have been received and understood M. Salah
  • 58.  The listener can demonstrate that they have been paying attention by asking relevant questions and/or making statements that build or help to clarify what the speaker has said. M. Salah
  • 59.  Using your own words to express the Speaker’s Idea M. Salah
  • 63. Attacking , this includes :-  - Interrogating , give example …..  - Criticizing , give example …..  - Blaming , give example …..  - Shaming , give example ….. M. Salah
  • 64. Verbal Communication Barriers "You Messages“ this includes, Moralizing Preaching Advising Diagnosing Example ……………..M. Salah
  • 65. Verbal Communication Barriers Showing Power, this including Ordering, directing Threatening, Commanding "If you don't voluntarily agree to this evaluation we can take you to due process. Go ahead and file a complaint if you want to." M. Salah
  • 66. Verbal Communication Barriers Other Verbal Barriers like 1. Shouting 2.Name calling 3.Refusing to speak. M. Salah
  • 69. Role Plays • One person should talk about something they enjoy doing, such as a hobby. The other person, without speaking, should use body language to convey a negative response, such as crossing her arms, looking at something else, fidgeting, and rolling her eyes. After a minute or two, switch roles and repeat. At the end, discuss how it made the person speaking feel. Focusing on negative nonverbal responses helps you to become aware of them in your own behavior and to avoid them when communicating. Read more: http://www.livestrong.com/article/306574-free-effective-communi M. Salah
  • 70. Effective communication • Effective communication is your vehicle to success • Are you ready to drive it ??????? M. Salah
  • 71. Sources • http://www.directionservice.org/cadre/section4.cfm • http://www.mindtools.com/pages/article/Body_Language.htm • http://listverse.com/2007/11/08/25-examples-of-body-language • http://www.skillsyouneed.com/ips/active-listening.html M. Salah

Notas del editor

  1. التراخى – ضعف العناية الشخصية – العبث – التحديق فى الاخرين او تجنب النظر لهم – إظهار التملل