Prepared By:Mohamed Salah El DeinMBA – Cairo University

Learning Objectives1. Definition of Communication2. Components of Effective Communications3. Characters of Effective Verbal Messages4. Importance of Non Verbal Messages5. Importance of Paraverbal Messages6. Definition of listening7. Difference between listening & hearing8. Levels of listening9. How to be active listener10. Barriers of effective communication

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On a daily basis we

work with people who

have different opinions,

values, beliefs, and

needs than our own.

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The ability

to exchange

ideas with

othersM. Salah

Due to the rapid growth of technology & to match the continuous development in the world market, the HR department will begin to apply a new ERP system.

Each employee is kindly required to submit his full name, section, department, direct manager’s name & department manager’s name to HR department before the fifteenth of April 2013 as the HR member will start to enter all these data into the new system. The new system will be applied by the first of May 2013 & any employee who isn’t included in this new system won’t receive his salary.

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CommunicationCommunication

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Communication Involves Three Components:

1. Verbal Messages - the WORDS we choose

2. Paraverbal Messages - HOW we say the words

3. Nonverbal Messages - our BODY LANGUAGE

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In order to communicate effectively, we must use all three components to do 2 things:

1.Send clear, concise messages.

2.Hear and correctly understand messages someone is sending to us.

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Effective Verbal Messages:

1. Are brief, succinct, and

organized

2. Are free of jargon

3. Do not create resistance

in the listener

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We can choose words that normalize the

issues and problems and reduce resistance.

Phrases such as

"in some districts, people may . . ."

"it is not uncommon for . . ."

"for some folks in similar situations"

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Due to the rapid growth of technology & to match the continuous development in the world market, the HR department will begin to apply a new ERP system.

Each employee is kindly required to submit his full name, section, department, direct manager’s name & department manager’s name to HR department before the fifteenth of April 2013 as the HR member will start to enter all these data into the new system. The new system will be applied by the first of May 2013 & any employee who isn’t included in this new system won’t receive his salary.

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Starting from May 2013, salaries will be

paid according to the data in the new ERP

system, So each employee is kindly

required to submit the following table &

pass it to The HR department before 15th of

April 2013Name

Section

Department

DirectManager’s

name

Department Manager ‘s name

Nonverbal messages are the primary

way that we communicate emotions

Body language is nonverbal

communication that involves body

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How you hold and move your hands and

fingers are particularly insightful in reading

people and make communication more

easily

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They are types of nonverbal

communication that can have an

effect on business relations.

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Researchers have found that

people can identify with great

accuracy Seven separate human

emotions, even after seeing only

facial and eye expressions

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SADNESS

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INTEREST

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Paraverbal communication refers to the

messages that we transmit through the

tone, pitch, and pacing of our voices.

It is how we say something, Not

what we say.

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For example, the statement, "I didn't

say you were stupid" has six different

meanings, depending on which word is

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When we are angry or excited, our speech

tends to become more rapid and higher pitched.

When we are bored or feeling down, our speech

tends to slow and take on a monotone quality.

When we are feeling defensive, our speech is

often abrupt.

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When a person sends a message with conflicting

verbal, paraverbal and nonverbal information,

The nonverbal information tends to be believed

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The Importance of Consistency

If this person told you that:

I am alert & don’t wanna

sleep,

Will you believe him

?????????????????????????

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RECEIVING MESSAGES

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LISTENING

How well you listen has a major impact on

your job effectiveness, and on the quality of

your relationships with others.

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WHY WE ARE LISTENING ??

We listen to

1.Obtain information.

2.Understand.

3.For enjoyment.

4.Learn.

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ListeningListening

Research suggests that we

remember between 25 % and 50 %

of what we hear.

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Receiving the speaker’s message

If you didn’t receive the message , means …

You didn’t listen

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ACTIVE LISTENING

Active listening is a skill that can be

acquired and developed with

PRACTICE. However, this skill can be

difficult to master and will, therefore,

take time and patience.

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What’s the difference between

LISTENING

&

HEARING

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Signs of Active Listening

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NON-VERBAL SIGNS

People who are listening are more likely to

display at least some of these signs.

However these signs may not be appropriate

in all situations and across all cultures.

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Although some positive

words of encouragement may

be beneficial to the speaker

the listener should use them

sparingly so as not to distract

from what is being said or

place unnecessary emphasis

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Remembering a few key

points, or even the name

of the speaker, can help to

reinforce that the

messages sent have been

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The listener can demonstrate

that they have been paying

attention by asking relevant

questions and/or making

statements that build or help to

clarify what the speaker has

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Using your own

words to

express the

Speaker’s Idea

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Attacking , this includes :-

- Interrogating , give example …..

- Criticizing , give example …..

- Blaming , give example …..

- Shaming , give example …..

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Verbal Communication Barriers

"You Messages“ this includes,

Moralizing

Preaching

Advising

Diagnosing

Example ……………..M. Salah

Verbal Communication Barriers

Showing Power, this including

Ordering, directing

Threatening,

Commanding

"If you don't voluntarily agree to this evaluation we can take you to due process.

Go ahead and file a complaint if you want to."

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Verbal Communication Barriers

Other Verbal Barriers like

1.Shouting

2.Name calling

3.Refusing to speak.

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Role Plays• One person should talk about something they enjoy

doing, such as a hobby. The other person, without speaking, should use body language to convey a negative response, such as crossing her arms, looking at something else, fidgeting, and rolling her eyes. After a minute or two, switch roles and repeat. At the end, discuss how it made the person speaking feel. Focusing on negative nonverbal responses helps you to become aware of them in your own behavior and to avoid them when communicating.

Read more: http://www.livestrong.com/article/306574-free-effective-communication-skill-exercises/#ixzz2KlDEOm6A

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Effective communication

• Effective

communication is

your vehicle to

success

• Are you ready to

drive it ???????

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Sources

• http://www.directionservice.org/cadre/section4.cfm• http://www.mindtools.com/pages/article/Body_Language.ht

m• http://listverse.com/2007/11/08/25-examples-of-body-langu

age/• http://www.skillsyouneed.com/ips/active-listening.html

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