What you heard is NOT what I said

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What you heard is NOT what I said!

• The Keys to Effective Communication
• By JCI Sen. Reginald T. Yu, ITF 101

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Objectives

• To learn what comprise effective communication
  and its various components.
• To become aware of your own communication style
  and its strengths and weaknesses.
• To learn and practice key skills that will make
  your communication more effective.
• To understand behavior patterns that are barriers
  to effective communication
• To become motivated to use the tools and
  techniques immediately for improving your
  communication.

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Effective Communication What is It?
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Effective Communication What is It?

• Communication is what we do to give and get
  understanding. It is an exchange of words and
  meanings, a two-way process of sending and
  receiving messages.
• Effective communication occurs when there is
  shared meaning. The message that is sent is the
  same message that is received. There must be a
  mutual understanding between the sender and the
  receiver for the transmission of ideas or
  information to be successful.

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Effective Communication What is It?

• Effective communication may be defined as
• Using language that is appropriate to others'
  levels of understanding.
• Making sure others receive the information or
  knowledge intended.
• Developing relationships with others.
• Talking with others in a way that facilitates
  openness, honesty and cooperation.
• Providing feedback.

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The Communication Process
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The Communication Process
MESSAGE
FEEDBACK
RECEIVER
SENDER
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The Communication Process
Claude Shannon (1916-2001) Mathematical Theory
of Communication Model

• Sender (source of communication)
• Transmission Medium (with noise and distortion)
• Receiver (reconstruct the senders messages)

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Communication Styles
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Communication Styles
To ensure we communicate effectively each time we
speak, we must understand our own communication
style and preferences.
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Communication Styles
Assertive
Expressive
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Communication Styles
The Four Areas of Communication
Assertive
Spirited Considerate Systematic Direct
Expressive
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Communication Styles
The Four Areas of Communication
Spirited
High Assertiveness, High Expressiveness
Considerate
Low Assertiveness, High Expressiveness
Systematic
Low Assertiveness, Low Expressiveness
Direct
High Assertiveness, Low Expressiveness
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Communication Styles
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Communication Styles
What is YOUR communication style?
Lets Find Out
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Communication Styles
I Spirited II Considerate III Systematic IV
Direct
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Communication Styles
Spirited

• Gets excited easily
• Tends to ask Who?
• Dislikes boring explanations
• Reacts by selling ideas or becoming
  argumentative
• Likes to be applauded and recognized
• Likes to save on effort and rely heavily on
  hunches, intuition
• Should inspire him to bigger and better
  accomplishments

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Communication Styles
Considerate

• Likes positive attention and to be regarded
  warmly
• Tends to ask Why?
• Dislikes rejection, uncaring and unfeeling
  attitudes
• Reacts by becoming silent
• Likes friends and close relationships
• Likes relationships friendship means a lot to
  him.
• Should care and provide detail, give specific
  objectives

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Communication Styles
Systematic

• Seeks a lot of data and asks many questions
• Tends to ask How?
• Dislikes making an error and being unprepared
• Reacts by seeking more info
• Likes to be measured by activity and busyness
• Likes to save face he hates to make an error or
  be wrong
• Should structure a framework for him to follow

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Communication Styles
Direct

• Likes to have his own way decisive and have
  viewpoints
• Tends to ask What?
• Dislikes someone wasting their time trying to
  decide for him
• Reacts by taking more control
• Likes to be measured by results and is
  goal-oriented
• Likes to save time likes to be efficient, get
  things done now
• Should allow freedom to do things his own way

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Communication Styles
Style Strengths
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Communication Styles
Style Weaknesses
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Communication Styles
How Do You Interact?
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Key Communication Skills
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Key Communication Skills
Clarity Expression Pace Listening
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Key Communication Skills
Clarity

• When you dont bother to pronounce each syllable
  of each word properly, you sound uneducated.
• Worse, your listener has a hard time hearing you.

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Key Communication Skills
Clarity

• Going
• Walking
• Jogging
• Thinking
• Striking
• Selling

Dropping gs is one of the most common examples
of poor enunciation.
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Key Communication Skills
Clarity Exercise 1 Hear Yourself

• Im going to have to rethink that bid.
• Waiting to hear back from the bank is very
  nerve-wracking and stressful.
• Before starting my business, I looked at a lot of
  different business opportunities.
• Theres more to learning than just reading,
  writing and arithmetic.

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Key Communication Skills
Clarity Exercise 2 Tongue Twist

• Keeping customers content creates kingly profits.
• Success seeds success.
• Seventeen sales slips slithered slowly
  southwards.
• Time takes a terrible toll on intentions.
• Ensuring excellence isnt easy.
• Bigger business isnt better business but better
  business brings bigger rewards.

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Key Communication Skills
Fillers

• Repetitious sounds
• Uh
• Umm
• Catch words and phrases
• You Know
• Anyway
• Like
• Kind-ah

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Key Communication Skills
Clarity Exercise 3 Tell Me Game
Choose one of the topics and make a spontaneous
speech. Do NOT spend time thinking about the
topic before you speak.

• Your favorite hobby and why its your favorite.
• If you had unlimited resources, what would you do
  to improve your business?
• What do you like best about what you do? Why?
• Whats the worst fault a person can have? Why?
• If you could be young again, would you? Why?

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Key Communication Skills
Expression

• When the variety of your voices pitch doesnt
  vary, its impossible for your listener to
  maintain interest in what youre saying.
• People who speak in a monotone are perceived as
  untrustworthy, boring or shifty.

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Key Communication Skills
Expression Exercise 1 Emotion

• I just got a call saying I won a vacation in Las
  Vegas.
• Im going to have to change that light bulb.
• My next door neighbor has a new Ferrari.
• I just got an A in my molecular physics exam.
• My mother-in-law is moving to our place.
• Ill be able to retire in two months.

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Key Communication Skills
Expression Exercise 2 Belief

• Youll never regret buying this coat.
• This extended warranty is a great deal.
• This is definitely a once-in-a-lifetime
  opportunity.
• Marrying my wife/husband best thing that ever
  happened to me.
• I am on top of the world.
• Im proud to be a JCI member.

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Key Communication Skills
Pace

• Speaking too quickly is one of the most common
  speech problems, perhaps almost all of us tend to
  speed up our speech when were excited or
  stressed.
• Remember that you need to speak at a pace that
  allows your listener to understand.

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Key Communication Skills
Pace Exercise Phrasing
Choose one of the following speech topics and
think of five steps describing how to do it.

• How to perfectly boil an egg
• How to plant a tree
• How to send an email
• How to handle a customer complaint
• How to make the perfect cup of coffee or tea

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Key Communication Skills
Listening

• Listening is the most important speech skill of
  all its also the skill which is practiced the
  least.
• To listen actively, you need to change from being
  a passive target to being a contributor to the
  communication.

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Key Communication Skills
3 Techniques for Active Listening
Set the Stage. Stop what youre doing, turn to
face the speaker and make eye contact.
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Key Communication Skills
3 Techniques for Active Listening
Appropriate Advancement. Make appropriate
comments that advance the conversation.
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Key Communication Skills
3 Techniques for Active Listening
Summarizing. Show the speaker youve been paying
attention by summarizing the speakers key points.
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Key Communication Skills
Listening Exercise Listen to Me Game
Have your partner choose one of the speech topics
and speak impromptu for two minutes. Your task is
to be an active listener, and apply the three
active listening techniques.

• What are the four things you least like to do?
  Why?
• What are your three best personality traits? Why?
• Who do you most admire? Why?
• Whats the worst job you ever had? Why?
• What would you do if you won US10 million? Why?

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Barriers to Communication
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Barriers to Communication
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Barriers to Communication

• Lack of Sensitivity to Receiver
• Lack of Basic Communication Skills
• Insufficient Knowledge of the Subject
• Information Overload
• Emotional Interference
• Conflicting Message
• Channel Barriers

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Barriers to Communication

• Lack of Interest
• Lack of Knowledge
• Lack of Communication Skills
• Emotional Distractions
• Physical Distractions
• No provision for feedback
• Inadequate Feedback

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In summary
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In summary

• Effective communication occurs when there is
  shared meaning between sender and receiver.
• Communication Process involves a sender,
  receiver, message and feedback.
• Communication Styles include a measure of
  assertive and expressive modes.
• Communication Skills plays around the elements of
  clarity, expression, pace and listening.
• Barriers to Communication occurs when the
  communication process comprising the four
  elements are interrupted.

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In summary
Our lives begin to end the day we become silent
about things that matter. Dr. Martin Luther
King