project- communication and teamwork - level 3 and level 4
saraalhamdan
CommunicationSkillsworkshopLevel21-EXAMPLE.pptxCommunication Skills
Level 2
6 CORE/BEHAVIOUR COMPETENCIES
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 |
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6 CORE/BEHAVIOUR COMPETENCIES
Agenda
The concept of communication
Understand the importance of communication
Communicating with Management
Communications process
Knowing the communication elements
The ability to acquire good listening & speaking skills
Body Language
6 CORE/BEHAVIOUR COMPETENCIES
What is the Purpose of Effective Communication?
To Understand & be Understood, to learn or share information & experiences!
6 CORE/BEHAVIOUR COMPETENCIES
The Importance of communication
The secret of successful projects is “Communication”
6 CORE/BEHAVIOUR COMPETENCIES
How to Communicate with Management
6 CORE/BEHAVIOUR COMPETENCIES
Find out how management wants you to communicate with them
If they prefer you to accumulate problem, do that If they prefer memos, start typing If they prefer face to face discussions, use that approach
discusses the type of written reports, some management wants highlights, other demand details
Don’t guess about what management wants Ask if your manager is happy with level of details, in your report
If the management indicates they might be interested in a different type of report, experiment until you find something that meets their needs
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The Communication Process
6 CORE/BEHAVIOUR COMPETENCIES
ACTIVITY
6 CORE/BEHAVIOUR COMPETENCIES
Communication Elements
Speaking
Writing
Listening
Gesturing
6 CORE/BEHAVIOUR COMPETENCIES
The keys Communication Skills
Active Listening
Providing of Feedback
Asking the right questions
6 CORE/BEHAVIOUR COMPETENCIES
Unclear Messages
A person may receive an unclear message due to the following reasons:
We are thinking of other things while we are speaking
We may not provide enough details
We may not stick to the point
Verbal & Non-Verbal behavior does not match
We don’t pay attention to the listener
6 CORE/BEHAVIOUR COMPETENCIES
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Why is it Difficult to Listen to Others at Times?
6 CORE/BEHAVIOUR COMPETENCIES
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Distractions are everywhere
People may talk too long
Disinterest in the conversation
Thinking of what you’ll say next in response to the current speaker
If someone is not interesting in what you are saying? What is their body language?
They:
Avoid eye contact
Lean away from the speaker
Look distracted
Do other things while the speaker is talking
6 CORE/BEHAVIOUR COMPETENCIES
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Hearing
Focusing on the message
Comprehending and interpreting
Analyzing and Evaluating
Responding
Remembering
Stage of Listening process
6 CORE/BEHAVIOUR COMPETENCIES
Open Mind
It is important to listen with an open mind!!
Be willing to listen, not judge & see others viewpoints…
6 CORE/BEHAVIOUR COMPETENCIES
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Why do we ask questions?
Gather Information
Control the conversation
Identify needs
Probe for evidence
Check understanding
Facilitate two-way conversation
6 CORE/BEHAVIOUR COMPETENCIES
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Why is this person saying this to me now?
Why did they choose to say this at this time?
They keep repeating certain words and thoughts, why?
When did they lower their voice to whisper? Or when did they become agitated?
Questions to keep in mind while listening
6 CORE/BEHAVIOUR COMPETENCIES
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In stead of thinking about what to reply to the person, or worse still allowing your mind to wonder on unrelated subjects, "lag time" is to be used to:
- listen to the words being used
- observe the body language
- make note of the repetition of thoughts and words
Why is this person saying this to me now?
Why did they choose to say this at this time?
They keep repeating certain words and thoughts, why?
When did they lower their voice to a whisper? Or when did they become agitated?
Feedback Skills
6 CORE/BEHAVIOUR COMPETENCIES
Positive vs Negative Feedback
Positive feedback is more readily and accurately perceived than negative feedback
Positive feedback fits what most people wish to hear and already believe about themselves
Negative feedback is most likely to be accepted when it comes from a credible source if it is objective in form
Subjective impressions carry weight only when they come from a person with high status and credibility
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Focus on specific behaviors
Keep feedback impersonal
Keep feedback goal oriented
Make feedback well timed
Ensure understanding
Direct feedback towards behavior that is
controllable by the recipient
Developing Effective Feedback Skills
6 CORE/BEHAVIOUR COMPETENCIES
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Certain gestures give an idea as to how a person feeling
Can either strengthen or damage conversation
Difficult to read and control
Powerful method of communication
Body Language
6 CORE/BEHAVIOUR COMPETENCIES
Certain gestures give an idea as to how a person feeling
Can either strengthen or damage conversation
Difficult to read and control
Powerful method of communication
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Language way
6 CORE/BEHAVIOUR COMPETENCIES
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VIII Language way
Research done on the top 10 salesmen in the United States, to determine what skills they were using to make them so successful, revealed one of the secrets of communication It was discovered that even though these salesmen did not realize what they were doing, they automatically picked up the language dominance of the person they were dealing with and conversed with them in their dominance In addition they mirrored their body language
Listening and responding to the dominant language of the speaker makes communication more meaningful There are three dominant language modes people use to communicate They are:
Audio - words related to sounds
Visual - words related to seeing
Feeling - words related to feeling
People who are using audio usually sit at the back of a meeting Those who are watching (visual) sit in the middle seats where they can see clearly and kinesthetic or "feeling" people sit near the front
Skilled listeners will quickly pick up the language dominance and respond in the same mode
Example: When a car salesman is talking to a client with an audio dominance, he will turn on the ignition and say, "Just listen to how quietly the engine runs It almost purrs like a kitten"
To a person with a visual dominance he will rub his hand over the exterior of the car and say, "Just look at the sleek lines of this car Look how smooth and shiny the paint is and how the colors match the interior of the car"
To a person with feeling dominance he will open the car door and say, "Why don't you sit in this seat—feel how comfortable it is and how soft the upholstery is? Just imagine how you will feel sitting behind this steering wheel“
Congruence
Congruence is when words, tone of voice, and body language all convey the same message
6 CORE/BEHAVIOUR COMPETENCIES
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II Congruence is a second element influencing the constructive use of lag time
Congruence is when words, tone of voice, and body language all convey the same message Incongruence is when one or two components are in conflict with the other thus giving a clue to confusion or uncertainty
Understanding and using gestures
6 CORE/BEHAVIOUR COMPETENCIES
Recording gestures
Giving body signals
Listening with approval
Paying attention
Emphasizing a point
Showing Uncertainty
Needing Reassurance
Experiencing Conflict
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6 CORE/BEHAVIOUR COMPETENCIES
6 CORE/BEHAVIOUR COMPETENCIES
6 CORE/BEHAVIOUR COMPETENCIES
6 CORE/BEHAVIOUR COMPETENCIES
6 CORE/BEHAVIOUR COMPETENCIES
