1 / 39

Master The Message

Master The Message. Communicating For Success. Course Agenda. Benefits Of Effective Communications Stating Clear Expectations Communication Breakdowns Video Component Group Communications Active Listening Skills Putting It All Together. Course Objectives.

mulan
Download Presentation

Master The Message

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Master The Message Communicating For Success

  2. Course Agenda • Benefits Of Effective Communications • Stating Clear Expectations • Communication Breakdowns • Video Component • Group Communications • Active Listening Skills • Putting It All Together

  3. Course Objectives • Discuss The Benefits Of Effective Communications • Establish Guidelines To Improve Our Communications Skills • Recognize The Value Of Listening • Eliminate Communication Barriers • Demonstrate The Use Of Best Practice Communications

  4. Effective Communications In Your Table Groups Discuss The Benefits Of Effective Communications And The Consequences Of Ineffective Communications

  5. Benefits Direction Teamwork Accountability Quality Productivity

  6. Consequences Direction Teamwork Accountability Quality Productivity

  7. Stating Clear Expectations Your Job Is To Make A Paper Cup It Must Hold Water It Must Be Aesthetically Pleasing You Have Two Minutes

  8. Stating Clear Expectations • Speak With Clarity & Specificity • Give The Big Picture • Explain The Process • Demonstrate The Process • Confirm All Expectations • Appreciate Questions Page #4

  9. Stating Clear Expectations In Your Table Groups Think About The Paper Cup Activity Using The Guidelines On Page #4 Communicate The Activity

  10. Roughly 50% Of Unsatisfactory Employee Performance Is Caused By Unknown Or Unclear Expectations

  11. The Art Of Communication In A Recent Survey, 90% Of Managers Rated Their Communications Skills In The Top 10% Of All Managers How Do We Rate?

  12. How Do We Rate? 12-24 You Might Be Beyond Help  25-40 Glad You Are Here Today 41-50 You’re Doing A Great Job 51-60 You’re An Outstanding Communicator

  13. Communication Breakdowns If We Are Such Great Communicators... Why All The Breakdowns? Employees Place Communication Problems At The Top Of Their Frustration List

  14. Why Breakdowns • In Our Haste & Busy Schedules • Message May Be Filled With Static • With So Many Options We Focus On • “How” We Are Going To Communicate • Versus • “What” We Are Going To Communicate • Communication Is A Two-Way Process

  15. Master The Message As you watch the Video Take Note Of The Variety Of Communication Tips Provided

  16. Master The Message • Communicate With Clarity • Group Communications • Confirm Expectations • Awareness of Non-Verbals • Active Listening Skills • Paraphrase, To Show Understanding • Approachability, Compassion, Composure

  17. Communicating With Clarity Pair Up With A Partner Using The Situations On Page #8 Re-Write The Task So It Is Clear, Concise And Specific

  18. Group Communications The “Lead Manager” Should Do The Following: • Facilitate the discussion by asking probing questions when an idea or statement needs clarification or exploring • Recap discussions to ensure that everyone has drawn the same conclusion • Focus the discussion if it starts to go astray or gets bogged down in dead ends • Mediate disputes or debates to work toward consensus without shutting down any team members • Encourage equal participation from all members • Provide positive feedback for active participation and innovative thinking

  19. Group Communications Stimulate Dialogue Appoint A “Lead Manager” Choose A “Problem” To Solve Brainstorm Ideas Using The Group Communication Skills Pages #9, #10 & #11

  20. Group Communications Although Employees May Not Ask They Really Want To Know What All Those Reports And Numbers Mean • Start With The Basics • Primary Link To The Big Picture • Create Awareness And Understanding • Knowledge Shared Is Power Multiplied

  21. Sharing Knowledge • Show The Team How All The Pieces Of The Picture Fit Together • Demonstrate How The Team Makes A Difference • Teach Employees The Vital Signs Of The Business

  22. Time for a Break

  23. Non-Verbal Communication Pair Up With A Partner Read Page #13 Practice A Role-Play Session Using The Scenario Provided

  24. Non-Verbal Communication • How Genuine Did The Compliment Feel? • How Would You Feel If Your Supervisor Delivered His Compliments In This Way? • How Seriously Did You Take The Criticism? • How Would You Feel If Your Supervisor Delivered All His Criticism In This Way?

  25. Non-Verbal Communication As A Group Begin A Conversation Role-Play Using The Non-Verbal Topics On Your Cards Select An Observer

  26. Proactive Listening Proactive Listening Is Conscious And Deliberate. It Requires Awareness & Attention In Recognizing Opportunities To Gain Valuable Information.

  27. Proactive Listening • Listen To Understand, Not Respond • Listen for ideas, thoughts and feelings • Be Aware Of Non-Verbal Clues • They reveal subtle feelings and moods • Let The Speaker Know You Understand • Paraphrase to check for understanding

  28. Proactive Listening What’s So Hard About Listening? • Staying Tuned In Despite The Volume Of Information • Different Backgrounds, Ways Of Relating And Speaking • Technology - Voice Mail, Email, Video, Teleconferencing, Intranet • Vocabulary & Frames Of Reference (Optional Listening Self-Survey)

  29. Listening Skills Practice How Are Your Listening Skill? Pair Up With A Partner Begin A Conversation (Page #17) Recap The Conversation Without Taking Notes (Optional Listening Activity)

  30. Gathering Information • Use Open-Ended Questions When • You Want To Stimulate Conversation • Need A Broad Range Of Responses • Need To Get More Information • Use Close-Ended Questions When • Your Time Is Limited • You Need To Verify Information • You Want To Confirm A Response

  31. Open-Ended Questioning Stand Up And Form A Circle In Order To Take A Seat You Must Ask An Open-Ended Question

  32. Recognizing Barriers • Environmental noise or background distractions • Jargon or acronyms that may not be understood • Multitasking or working at a computer while someone talks • Certain nonverbal behaviors such as failing to maintain eye contact, looking away • Interrupting people while they speak • Not giving the speaker 100% attention

  33. Communication Process • Sender Has Idea • Sender Encodes Idea in Message • Message Travels Over Channel • Receiver Decodes Message • Feedback Travels to Sender

  34. Best Practices Effective Communications • One On One • Face To Face • Group Communications • Phone Conversations • Written Communications

  35. Putting It All Together • Effective Communications • Communicate Often • Communicate In Person • Communicate With Clarity • Confirm Your Expectations • Paraphrase To Show Understanding • Be Aware Of Non-Verbal Communications

  36. Communication Tips • Communication Quick Reference • Communication Breakdowns • Delivery & Timing • Target Your Audience • Establish Credibility • Listen To Understand Page #22

  37. Non-Verbal Clues Clues To Non-Verbal Communication • Facial Expressions • Eye Contact • Hand & Arm Gestures • Body Posture • Physical Space Page #23

  38. What Questions Do You Have?

More Related