The Silent Side Of

Coffee Thoughts
1

Communication is a two-way process which involves

1) Listening to others (Receiving) message 2) Asserting / Expressing (Sending)

Communication Goals
To change behavior

2 Types of Communication

1.

Verbal Communication
Words Voice modulation

To get and give Information

To get action

2.

Non-Verbal Communication
Communicates emotions and attitudes Regulates verbal messages

To persuade To ensure understanding

Components of Communication
SPEAKING, LISTENING AND UNDERSTANDING
Listening takes:
Speaking

COMMUNICATION

Concentration and energy Curiosity and openmindedness Analysis and understanding

Speaking requires:
Understanding

Listening

Communication is only successful when both, the sender and the receiver understand the same information

Sharp focus Logical thinking Clear phrasing Crisp delivery

90% of our personal communication calls for involvement

Successful Communication & Conversation

What's the most effective means of communication?
Face-To-Face Communication
Words 7%

Voice Communication over phone

Words 14%

Impact of A Message

Impact of A Message

Tone 36%

Body Language Tone Words

Body Language 57%

Tone

Words

Tone 86%

PwC

Most people listen without hearing

LEONARDO DA VINCI

LISTENING: The Silent Side Of Communication

Speaking and listening skills both are necessary for communication to serve its purpose. Listening is an art, a skill, a discipline and like other skills it needs self control. Active listening is hard work. Active listening is not only a learnable skill it is also an attitude. Listening A neglected art

We spend between 50 to 80 percent of our walking life in communicating. On average 45%, of the communication time is spend in listening. We remember only 20 to 25 percent of what we hear.

Listening is hearing, understanding, remembering, interpreting, evaluating, and responding (Brownwell, 2002) 5

Barriers to Effective Listening

Internal Barriers:
Hearing

what you want to hear disinterest Effects of Emotions on Listening

Biased listening,

Hot Buttons or the Physical Barriers Semantic

Barriers

External Barriers
Talker

not speaking loudly mannerisms

Talkers

Loud noises
Interruptions,

phone calls Knowing the answer

OTHER Barriers Treating discussion as competition Trying to influence or impress Reacting to red flag words Believing in language
6

Remember. . .
Listen, listen speak
Effective communication encompasses a multitude of skills. WE WERE GIVEN TWO EARS BUT ONLY ONE MOUTH THIS IS BECAUSE LISTENING IS TWICE AS HARD AS TALKING

Skills can be learned and practiced.

Good listeners are good responders

LISTENER who holds the key to understanding.

Our listening habits are not the result of training but rater the result of the lack of it

In active listening you will:

listen for the content of the message, listen for the feelings of the speaker, listen without making judgment, respond to the feelings of the speakers, note the speakers cues, both verbal and nonverbal, ask open-ended questions, and reflect back to the speaker what you think you are hearing.

The best way to understand people is by listening to them carefully

Success for YOU

in the new global and diverse workplace requires excellent communication skills!

SHARPEN YOUR LISTENING SKILLS

Prabha