Perception is the MAP of your world; What you see, feel, experience etc. Whatever you perceive you organize into a pattern that is meaningful to you “What we know of other people is only our memory of the moment during which we knew them. And they have changed since then…at every meeting we’re meeting a stranger.”

1. Connecting With People
Effective Communication & Coaching

2. Which circle appears larger?
A B

3. Perceptions
• Perception is the MAP of your world; What you
see, feel, experience etc.
• Whatever you perceive you organize into a
pattern that is meaningful to you
• “What we know of other people is only our memory of the
moment during which we knew them. And they have
changed since then…at every meeting we’re meeting a
stranger.”

4. How & Where & When it is said
Communication
Message Content
What is said
Language
Words
Message Context
Body Language
Our Perception
Facial
Expressions
Eye
Movements
Voice tone &
pitch
Situation
How are we
feeling at this
time
Verbal System
Non-Verbal
System
Together
they create
meaning
‘IN YOUR
MIND’

5. Effective Communication-I
• Effective communication requires clarity of meaning;
This requires Feedback (2-Way Communication)
SENDER RECEIVER
Sends a message
Gives Feedback on Understanding
Acknowledges

6. Effective Communication-II
• Listening
– Hearing + Understanding
• Asking Questions
– Involving yourself with the other person
• Summarizing
– Trying to establish whether what you understood to be the
message was actually the message

7. Principles of Feedback
• It describes behaviour & how that behaviour
effects you
• It is specific
• It is for the development of the receiver
• It is about behaviour that the receiver can
change

8. How to Give Feedback
• Empathize with the receiver
– “I know you’ve been busy lately, with the work pressure…”
• Explain behaviour in question
– “And have not been able to give me time and listen to me…”
• Describe its effect on you
– “Which makes me feel very neglected and I start thinking that
you don’t care about me…”

9. Coaching For Performance
• Ask Questions (From broad to specific)
– Telling or asking closed questions saves people from having to
think; Asking open questions causes them to think for
themselves
• Be Attentive to Answers
– Watch Tone of voice, body language, blind spots etc.
• Summarize & Reflect
– The loop starts at the top again