communicate your thoughts ....

1. COMMUNICATION By Dr Taleb M. Hammad

3. COMMUNICATION ANATOMY MESSAGE S R

4. THE COMMUNICATION PROCESS ENCODE MESSAGE TRANSMIT DECODE DECODE TRANSMIT ENCODE THOUGHT IDEA SENDER RECIEVER

5. What are the most common ways we communicate? Written Word Body Language Visual Images Spoken Word

17. COMMUNICATION OUR RESPONSIBILITY * TO UNDERSTAND * BE UNDERSTOOD

18. COMMUNICATION EFFECTIVE COMMUNICATION DEPENDS ON: * CREDIBILITY * BELIEVABILTY

20. COMMUNICATION FOR EFFECTIVE COMMUNICATION: * COMPETENCE * TRUSTWORTHINESS * SIMILARITY * ATTRACTION * CARISMA

21. COMMUNICATION * INFORM * PERSUADE * REMIND * REINFORCE

22. THE ART OF THE COMMUNICATION TO MAKE THE NEW FAMILIAR AND THE FAMILIAR INTERESTING

23. COMMUNICATION 4 STEPS: 1 - OPENING 2 – SUPPORT & PROOF (BODY) 3 - CONCLUSION / SUMMARY 4 - ACTION

24. COMMUNICATION NON ABSOLUTE “ NEVER SAY NEVER & NEVER SAY ALWAYS & YOU WILL ALWAYS HAVE AWAY OUT”

25. There is medical axiom that states: “never say never and never say always, and you will always have an out.” . Most physicians follow this rule when discussing medicine and try to avoid using “hard” absolute words. “soft” non absolute words seen to be more believable to physicians and, therefore, are usually more acceptable. Compare the following list of ‘hard' absolute words with the list of ‘soft’ non absolute words: “ Hard” (absolute) “Soft” (Non absolute) Never ------ seldom Always ------ mostly Will ------ might Exactly ------ approximately etc Non Absolute terms

26. Compare the following statement and notice underlined words and the effect they have on the believability of the message: Example :- Absolute “ Customer, when you are considering treatment for your elderly patients with bronchopneumonia, you will be interested in the fact that side effects are never a problem propulsive. Nonabsolute “ Customer, when you are considering treatment for your elderly patients with bronchopneumonia, you might be interested in this study that indicates a low incidence of side effects associated with propulsive and, thus should seldom present a problem.” Representative should be aware that the use of “nonabsolute” does not have to detract from their enthusiasm about a product. The acceptance and believability by physicians of this type of message will probably enhance sincere enthusiasm.

27. COMMUNICATION “ YOU” ATTITUDE “ I” ATTITUDE CONVEYS SELF-INTEREST “ I” ATTITUDE BLOCKS COMMUNICATION “ YOU” ATTITUDE CONVEYS INTEREST IN THOSE AROUND YOU “ YOU” “ I” “ YOU” ATTITUDE OPENS/ ENCOURAGES COMMUNICATION

29. (BOTTLES & FUNNELS) COMMUNICATION MANGEMENT

30. LISTENING

31. COMMUNICATION BASIC SKILLS: * WRITING * READING * SPEAKING * LISTENING

32. COMMUNICATION PEOPLES SPEND 7 OUT OF 10 MINUTES COMMUNICATING AS FOLLOWS : 9 % WRITING 16% READING 30% SPEAKING 45 % LISTENING

33. USE OF TIME: 80 % OF ONE’S TIME IS SPENT IN COMMUNICATION

34. LISTENING Most Business People Spend Up To 80% Of Their Working Hours Either: * Listening Or * Acting on what they hear.

35. LISTENING Un-Trained Listeners Lose About 75 % Of What They Hear Within Few Hours And Capture Less Than 50% Of The Message At The Time They Receive It

36. Guides to good listening 1. Find an area of interest. 2. Judge content, not delivery. 3. Delay evaluation. 4. Listen for ideas. 5. Be flexible. 6. Actively work at listening. 7. Resist distractions. 8. Exercise your mind. 9. Keep your mind open. 10. Capitalize in thought speed.

39. " SHOW & TELL " (RETENTION)

40. SHOW AND TELL OBJECTIVE: DEMONSTRATE THAT THE USE OF VISUALS, WHICH REINFORCE ORGANIZED DIALOGUE, ENHANCES MESSAGE RETENATION.

41. NEED DEFINITION: A NEED IS THE DIFFERENCE BETWEEN WHAT YOU HAVE AND WHAT YOU WANT

42. “ CUSTOMERS DON’T RESIST CHANGE THEY RESIST THREAT”

43. FEAR OF LOSS IS OFTEN GREATER MOTIVATOR THAN DESIRE FOR GAIN

44. “ P ROBE S ” By Probing and listening HAVE NEED WANT PROBING AND LISTENING BECAME LIKE A WEDGE THAT SEPRATES THE “HAVE” AND THE “WANT”, AND MAKE THE CUSTOMER MORE AWARE WHAT HE/SHE NEEDS.

45. P ROBE S P AUSE R EFFECTIVE STATEMENTS O PEN-ENDED QUESTIONS B UILT-IN RESPONSE QUESTIONS E NCOURAGING STATEMENT

46. PROBING TECHNIQUES P - PAUSE A brief silence that allows the Customer to consider what you have said and to formulate an intelligent response without feeling pressure. It is also used as a subtle indication that you would like more information. R REFLECTIVE STATMENT : These are used to “mirror” the Customers feelings. It’s a device that allows you to check your under standing of what the Customer means as well as give him the opportunity to hear what he has said. Example: “ your not concerned about toxicity?” O OPEN ENDED QUESTIANS A question that can not be answered by a single YES or NO. Usually, they begin with words like “WHAT”, “WHY”, “HOW DO” and “TELL ME”

47. B BUILT- IN RESPONSE QUESTIONS: These are ascertains based on a conclusion to which you feel the Customer can agree. They seek to lead the Customer by seeing whether or not the two of your are on agreement on a certain point . Example: “would you agree that PROPOLSAFT is quit effective. E ENCOURAGEING STATEMENTS: These are short comments that let the Customer know you are listening, that you understand and agree with with what he is saying and wish for him to continue, Example: “That’s interesting”

48. DIALOGUE STIMULATORS (PROBING / QUESTIONS) I. A CLOSED QUESTION CAN BE ANSWERED WITH A YES OR NO. ,, ,, USUALLY REQUIRES LITTLE THOUGHT OR INVOLVEMENT TO ANSWER ,, ,, OFTEN PLACES A PERIOD AT THE END OF THE ANSWER II. AN OPEN-END QUESTION CAN BE ANSWERED WITH SERIES OF MANY WORD. ,, ,, USUALLY REQUIRES A THOUGHT PROCESS AND INVOLVEMENT ANSWER. ,, ,, OFTEN OPENS UP THE COMMUNICATION FOR FUTHER EXPLORATION.

49. “ CUSTOMERS BUY FROM SALESMAN THEY *LIKE *TRUST & *RESPECT

51. THE END