This document discusses communication skills and effective communication styles. It covers non-verbal communication and body language. It presents a communication model of a sender encoding a message that is sent through a channel and decoded by a receiver. Feedback is also part of the model. The document discusses four main communication styles based on levels of assertiveness and focus on tasks versus people. These styles are presented as colors - red (driver), yellow (expressive), blue (analytical), and green (amicable). Tips are provided for communicating effectively with each style. Body language signals and their potential meanings are also outlined. Breakout group exercises are included to discuss topics like the importance of communication and qualities of an effective communicator.
10. Breakout Rooms
Group One
Why is effective
communication
1
Group Two
What prevents effective
communication?
2
Group Three
Qualities of an effective
communicator?
3
12. Why is it important?
Improved
relationships
with others
Increased
personal
effectiveness
Achieving
greater results
through other
people
Respect
Recognition
Increased
involvement
Self-esteem
Improved
influencing and
persuasive skills
Greater impact
in meetings
Increased
personal profile
14. What Prevents Communication?
Only hearing what we
expect or want to hear
Vocabulary/jargon
Irrelevant and/or
overly lengthy content
Lack of confidence
Making assumptions
Not listening to the
other party
The effects of
emotions
One-way, not two-way
Mixed messages
between verbal and
non-verbal
communication
Distractions and noise Technology
Rehearsal &
Prejudice
16. Qualities?
Speaking with
clarity and
assurance
Actively listening
Using language
appropriate to the
recipient
Avoiding
assumptions,
keeping an open
mind
Checking for
understanding
regularly
Asking open
questions
Utilising non-verbal
communication to
enhance messages
Positive attitude
Using pauses, good
timing
Looking to
understand before
being understood
Staying present
Using technology
effectively
20. + 85% of what we have learned is through listening (not talking or reading).(Shorpe)
+ 75% of the time, we are distracted, preoccupied or forgetful. (Hunsaker)
+ After listening to someone talk, we can immediately recall about 50% of what was
said. (Robinson)
+ One hour later, we remember less than 20% of what we heard. (Shorpe)
+ We listen at 125-250 words per minute but think at 1000-3000 words per minute.
(HighGain, Inc.)
Listening
21. 1. Ask questions
2. Eliminate distractions
3. Avoid interruptions
4. Be respectful
5. Sometimes listening is all they want
Listening skills
26. Four Humours: Hippocrates
Choleric
appear as natural leaders
seen as tough-minded
outgoing, optimistic
fun-loving
Sanguine
Melancholic
like orderly lives
prone to mood changes
observe from the sidelines
and tend to comply to
others' demands
Phlegmatic
31. Key Thoughts
Be bright
Be clear
Be gone
Involve
me!
Give me
details
Show me
you care
RED
DRIVER
YELLOW
EXPRESSIVE
BLUE
ANALYTICAL
GREEN
AMICABLE
AUTOCRAT
AGGRESSIVE
ACQUIESE
AVOID
37. RED: extrovert/task
Do…
+ Be clear, specific and to the point.
+ Stick to business.
+ Come prepared with all requirements, objectives, support
material in a well-organised pack.
+ Present the facts logically, clearly and efficiently.
+ Ask specific (preferably ‘what’) questions.
+ Provide alternatives and choices for them to make their own
decisions.
+ Provide facts and figures about probability of success of
effectiveness to the options.
+ If you disagree, take issues with the facts, not the person.
+ If you agree, support results not the person.
+ Motivate and persuade by referring to objectives and results.
+ Support and maintain their decision-making process.
+ After talking business, depart promptly and graciously.
Don’t…
+ Don’t ramble on or waste their time.
+ Don’t try to build a personal relationship.
+ Don’t be disorganised or messy; don’t distract them from
business.
+ Avoid rhetorical or irrelevant questions.
+ Don’t leave loopholes or cloudy issues.
+ Don’t come with a ready-made decision and don’t make a
decision for them.
+ Don’t speculate wildly or offer guarantees where there is a risk of
not being able to meet them.
+ If you disagree, don’t let it reflect on them personally.
+ If you agree, don’t reinforce with personal statements such as
‘I’m with you!’
+ Don’t try to convince by appealing to ‘personal’ issues or
incentives.
+ Don’t give directive or give orders.
38. Yellow: extrovert/people
Do…
+ Be supportive when they discuss their dreams and intentions.
+ Allow time for relating and socialising.
+ Be prepared to talk about people and their goals or about
opinions they find stimulating.
+ Put details in writing, pin them to action modes.
+ Introduce the ‘human’ element into your discussion.
+ Provide concrete ideas for implementing action.
+ Allow spontaneity; inject some fun and vitality into the
business routine.
+ Provide testimonials from people who they regard as
important or prominent.
+ Offer special and immediate incentives for their willingness
to take risks.
Don’t…
+ Don’t oppose or stifle their aspirations.
+ Don’t be curt, cold or ‘tight-lipped’.
+ Don’t focus only on facts, figures or abstractions.
+ Don’t leave decisions hanging – get closure.
+ Don’t be impersonal or judgmental.
+ Don’t ‘dream’ with them – you’ll lose your focus.
+ Don’t be too task-orientated.
+ Don’t use examples and incentives that are unrelated to their
interests and personalities.
+ Don’t be dogmatic.
39. Green: introvert/people
Do…
+ Start with a personal comment, however brief; ‘break the ice’.
+ Be patient; draw out personal goals and work with them to help
achieve their goals; listen; be responsive.
+ Present your ‘case’ softly, non-threateningly.
+ Ask ‘why?’ questions to draw out opinions.
+ Watch carefully for possible early disagreement or
dissatisfaction.
+ If you disagree, look for hurt feelings, ‘personal’ reasons; stop and
talk about them.
+ Define clearly (preferably in writing) the available options and
individual responsibilities.
+ Provide guarantees that their decision will minimise risks; give
assurances that provide them with benefits.
+ Provide personal assurances and clear specific solutions with
maximum guarantees.
Don’t…
+ Don’t rush headlong into the business agenda.
+ Don’t be rigid about business agenda; on the other hand, don’t
lose sight of goals by being too personal.
+ Don’t force them to make a quick response; don’t say ‘Here’s how
I see it’.
+ Don’t be domineering or demanding; don’t threaten them with
the power of your position.
+ Don’t get preoccupied with facts and figures.
+ Don’t handle disagreement by supplying more facts and
technical data.
+ Don’t be abrupt or rapid in your movements.
+ Don’t be vague; don’t offer too many options or lay out too many
probabilities.
+ Don’t decide for them, but don’t leave them without support.
40. Blue: introvert/task
Do…
+ Prepare your ‘case’ in advance.
+ Use a straightforward, direct approach; stick to business.
+ Show support for principles; use thoughtful approach.
+ Take your time but be persistent.
+ Draw up a scheduled approach to implementing action with
step-by-step timetable; assure them there won’t be any
surprises.
+ Follow through; do what you say you can do.
+ Make an organised presentation of your position. List pros
and cons.
+ Allow time to verify the reliability of your actions; be accurate
& realistic.
+ Provide tangible, practical evidence for your position.
Don’t…
+ Don’t be disorganised or messy.
+ Don’t be too casual or informal; don’t use a loud voice.
+ Don’t make presumptions or expect ‘leaps of faith’.
+ Don’t waste time.
+ Don’t leave things to ‘chance’ or ‘luck’
+ Don’t be vague about implementation.
+ Don’t appeal to personal gain as an incentive.
+ Don’t threaten or coax.
+ Don’t rush the decision-making process.
+ Don’t use opinions or other unreliable sources as evidence.
+ Don’t manipulate or use gimmicks.
48. Body Language: meanings
+ Touching nose after statement
+ Fiddling with hair (typically female)
+ Picking lint off clothes
+ Hugging clipboard to chest
+ Two people with identical poses while talking
+ Rubbing their head (typically male)
+ Hands clenched (fingers woven together) in a raised
position (elbows resting on table)
+ Ear rub while listening
+ Rubbing hands together when talking
+ Finger on side of face (thumb under chin supporting
weight of head)
+ Chin stroking
+ Hands on hips