project- communication and teamwork - level 3 and level 4

CommunicatingEffectivelyWorkshopL1-EXAMPLE.pptx

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Communicating Effectively Level 1

6 CORE/BEHAVIOUR COMPETENCIES

Communication Listening to others and communicating in an effective way to encourage open communication.

Customer Orientation Anticipates and meets the needs of both internal and external customers in a friendly, prompt and professional manner. Demonstrates the willingness and ability to give priority to customers, while delivering and maintaining high standards of quality and service.

Planning & Organizing Defining tasks and milestones to achieve objectives, whilst ensuring the optimal use of resources.

Influence & Dependability Persuades others, using different approaches, in order to gain support for a course of action to be adopted and to accept recommendations, cooperation and/or behavior change.

Team Working Working collaboratively with others to achieve common goals and positive results.

Integrity & Honesty Behaves in fair, and ethical manner showing consistency in words and actions, even when no one else is around. Sets an example of high standards of integrity and honesty through demonstrated performance.

6 CORE/BEHAVIOUR COMPETENCIES

Agenda

What is the communication?

Albert mahrabian rule

Nonverbal Communication

Active Listening

Method of Communication

Communicating with management

6 CORE/BEHAVIOUR COMPETENCIES

What is the communication?

Communication-the sending and receiving of messages between people

Verbal-using words to communicate

Nonverbal-communicating and sending messages without words

6 CORE/BEHAVIOUR COMPETENCIES

There are three components to congruence and each carries a different weight in communication.

- Words are only 7% of the total communication package.

- Tone carries 38% and

- Body language is 55% of the overall picture.

This means that while someone is talking, we make mental note of the words used, the tone of voice, and the body language, remembering the weight each of these elements holds and how congruent they are.

ACTIVITY

6 CORE/BEHAVIOUR COMPETENCIES

Nonverbal Communication

"Friends”

“For the Birds”

6 CORE/BEHAVIOUR COMPETENCIES

The Messages You Send

“I” Messages-saying how you feel and what you think rather than criticize someone else

“I feel…” (here you name an emotion-anger, fear, disappointment

“when you…” (here you say what behavior bothers you)

“because…” (here you explain why it bothers you)

6 CORE/BEHAVIOUR COMPETENCIES

“I” Messages

“I” Messages avoid raising negative feelings

Keeps conversation and confrontation reasonable

6 CORE/BEHAVIOUR COMPETENCIES

I-messages provide feedback safely, as they avoid putdowns, judgement or assigning blame. There are three types of information when providing effective feedback to someone about their behaviour. These are: describing the behaviour,

the feeling the behaviour creates and

the effect that the behaviour has.

The Messages You Send

Using the right tone

Using body language

Body language-refers to a person’s posture, facial expressions, gestures, and way of moving

Eye contact-direct visual contact with another person’s eyes

Managing your image

6 CORE/BEHAVIOUR COMPETENCIES

ACTIVITY

6 CORE/BEHAVIOUR COMPETENCIES

Body Language

6 CORE/BEHAVIOUR COMPETENCIES

The Messages You Send

Choosing time and place

Be sure the person you’re talking to is willing and able to listen

Avoid times when emotions will conflict with the message

Make sure the other person isn’t distracted

6 CORE/BEHAVIOUR COMPETENCIES

The Messages Received

Active listening-concentrating on what is said so that you understand and remember the message

You give your attention to the person speaking rather than thinking about how you are going to respond

6 CORE/BEHAVIOUR COMPETENCIES

Active Listening

Helps relationships grow

Helps you to grow as a person

Helps you to know more about the world around you

Boosts self-esteem in others

6 CORE/BEHAVIOUR COMPETENCIES

How to Listen Better

Concentrate

Keep an open mind

Listen with a purpose

Be positive

Make eye contact

Don’t interrupt

Control your emotions

6 CORE/BEHAVIOUR COMPETENCIES

Do not be afraid of silence

6 CORE/BEHAVIOUR COMPETENCIES

3. Do not be afraid of silence. Silence gives time for thought processes to work.

EXERCISE (This exercise will have to be left out if time is a factor)

1. Pair off into partners A and B as before. For 5 minutes partner A will share an experience while partner B asks questions relating to the experience.

Example: "You were telling me about your brothers, but you didn't mention any sisters. Are there no sisters in your family?" Or, "You talked excitedly about your early school years, but then you dropped your voice and were silent for a time. Could you share a little more about what happened later in life?"

2. Debrief for 2 minutes when partner A will share the effect the questions have had on him/her.

3. Reverse the exercise with partner B telling a story for 5 minutes and partner A asking questions.

4. Debrief for 2 minutes.

5. Bring everyone back together, debrief the exercise and answer questions.

ACTIVITY

6 CORE/BEHAVIOUR COMPETENCIES

Check Feelings

6 CORE/BEHAVIOUR COMPETENCIES

Method of Communication

One-Way

Memo, fax, e-mail, voice mail, letter.

Two-Way

Phone call, in-person & video conferencing

Collaborative

Team meetings, consulting, consensus, decision making, group problem solving.

6 CORE/BEHAVIOUR COMPETENCIES

One-Way

Memo, fax, e-mail, voice mail, letter.

Two-Way

Phone call, in-person & video conferencing

Collaborative

Team meetings, consulting, consensus,

decision making, group problem solving.

Organize and communicate information

Prepare Well-Written Materials

Writing and expressing skills.

Speak Clearly and Concisely

Pronouncing skills

Speak loudly

Imagine what would be asked

Organize thoughts before speaking

6 CORE/BEHAVIOUR COMPETENCIES

Communicating with Management

6 CORE/BEHAVIOUR COMPETENCIES

Encourage active discussion , welcome feedback.

Develop an open door policy.

Explain the worse of hiding problems than admit mistakes was made.

Share the information you can, as soon as you can.

Be sure performance appraisals are timely and honesty.

Effective Communication Skills

Look at the speaker & pay attention to what he/she is saying

Be respectful of differences of opinion - keep an open mind

Acknowledge what the speaker is saying by nodding, eye contact, etc..

Ask questions if you don’t understand

“Listening Well & Sending Clear Messages”

6 CORE/BEHAVIOUR COMPETENCIES

Strengths & Weakness

6 CORE/BEHAVIOUR COMPETENCIES

Verbal Communication:

Strength - Role of Body Language.

Weakness - Not possible to give long list of directions

Written Communication:

Strength - A proof of a communication

Weakness - Written words does not show a person’s actual feelings.

Meaning

Listening Is With The Mind

Hearing With The Senses

Listening Is Conscious.

An Active Process Of Eliciting Information

Ideas, Attitudes And Emotions

Interpersonal, Oral Exchange

6 CORE/BEHAVIOUR COMPETENCIES

Asking Questions

How to ask questions?

What questions to ask?

Why?

What?

How?

When?

6 CORE/BEHAVIOUR COMPETENCIES