Effective Communication

Peer Support – 31 March 2015 Facilitator Eileen Daly

Communication• To communicate effectively, we need to be

familiar with the factors involved in the communication process (key terms used in communications theory) – then we can plan, analyze, solve problems and do better in our work / training

Key terms used in Communications Theory

• Sender – Person sending message• Receiver – Person who receives message• Message – Information sent• Code• Channel• Communicate• Noise – Level of interference• Feedback – Confirmation that message was

transmitted properly• Context – Time and place

Why do we communicate?• Survival• Co-operation• Personal Needs• Relationships• Persuasion• Power• Societal Needs• Economic• Information• Making sense of the World• Decision Making• Self Expression

Communication Skills

• Effective communication involves:• Listening • Questioning• Expressing yourself so that you are

understood is a skill which can be perfected through many stages

Guide to Effective Communication

• As Receiver

– Pay attention– Interpret and understand the message correctly– Give Feedback

Guide to Effective Communication

• As Sender– Think about your message carefully – what do you

want to say?– Choose your tone words carefully and be mindful

of your tone. Remain calm & focused– When and where will you talk to the person– Check for Feedback

Stages of Communication• Unconscious Incompetence

– You are aware that your lack of skill is leading to misunderstandings, misinterpretations, anxiety or frustration in the other person

• Conscious Incompetence– You are aware that your communication skills are letting you down –

you may be tactless or aggressive and leave the interaction knowing you could have handled things better

• Conscious competence– Through developing your people skills, you know how to but still have

to rehearse and plan what you say, how you say it, how better to listen and question in order to achieve positive interaction

• Unconscious competence– With practice, excellent communication skills will become second

nature and you will be recognised as an effective communicator.

Questioning Techniques

• There are three types of questions– Non-directive questions– Closed questions– Leading questions

Non-Directive Questions

• Could you tell me about…..?• Why do you think that….?• How do you find dealing with….?• What do you think about…?• How did you manage to get here…?

These are called Open Questions

The Leading Question

• When asking Leading Questions you are trying to force a particular response:– You find our product useful, don’t you?– It’s a lovely day, isn’t it?– You are not going to cancel the order, are you?

Which question is the most useful?

• The Non-Directive question is the most useful because:– You force the other person to talk– You can obtain information about personal values, needs– You demonstrate that you are interested– You demonstrate you are listening– You create an impression– You obtain control over the progress of the discussion

Listening

• The ability to accurately receive information is as important as transmitting it.

• Refers to the ability of people to capture and understand the messages communicated

• Messages can be transmitted verbally or non verbally, clearly or vaguely.

Why listen?

• To develop mutual understanding• To give and receive information• To show interest in other people• To develop relationships• To give reassurance to others• To gain reassurance from others• To make appropriate responses

Listening

• We listen in two ways– Actively – listening with our ears, eyes, body

posture, interest, attention and open mind– Selectively – listening with our preoccupations,

prejudices, preconceptions

Actively Listening

• Bodily Behaviour – posture, body movements, gestures

• Facial expressions – smiles, frowns, raised eyebrows,

• Voice related behaviour – tone of voice, pitch, voice level, silences

Poor Listening Traps

• Waiting for your chance to interrupt• Jumping to conclusions before hearing them out• Getting side-tracked – `that reminds me.’• Letting your own prejudices and feelings get in the

way• Allowing external or internal `noise’ interfere

Assertive Communication

• Assertiveness is a way of thinking and behaving that allows a person to stand up for his or her rights while respecting the rights of others. Instead of shutting down communication, assertiveness encourages it, and promotes problem solving and agreement.

Assertive Communication

• Assertiveness is all about developing a voice that is uniquely your own – one that reflects your deepest convictions and values. It is a means to express yourself, and also allows others to do the same – both with respect. It encourages reciprocity and balance.

Assertive Communication

• 80% of the battle is awareness. Observe and learn from those around you. Watching others and how they communicate can give you insight into what works and what doesn’t. Don’t be afraid to ask people you trust for feedback to help you become more self-aware, and provide the information you need to develop your confidence

Summary• Communication must be relevant, timely and accurate.

• Effective employee communication requires that it is two-way, providing for upward and downward communication mechanisms.

• Effective operational communication requires that there is a cross flow of communication between functions.

• All employees have a role to play in ensuring that communication is effective.

Summary

• Effective communications requires listening as well as sharing of information.

• At times, particularly during change, not all information will be at hand and it may be necessary to go with 90% of the information

Finally

• Thank you for ListeningAny Questions?