Communication skills
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Transcript of Communication skills
Put Your Best
&Forward
Skills forBusiness Professionals
Assertiveness
nessAssertive-
nessAssertive-
nessAssertive-Assertive
nessAssertive-AssertiveBeing direct,honest,andrespectfulwhile interacting with others
The ability to express your
feelings and your rights, while
respecting the feelings and rights
of others
The ability to express your
feelings and your rights, while
respecting the feelings and rights
of others
PassiveAggressive
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80
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20
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of Assertive Communication
The
ody language
ody language
Open
ody language
Open Closed
Generation
Generation
to being
successful in today’s job market.
Good Communication
isone of thekeys
to being
successful in today’s job market.
Good Communication
isone of thekeys
How
HowIt’s Not What You Say, It’s
You Say It
HowIt’s Not What You Say, It’s
You Say It
The 5 Hows
HowIt’s Not What You Say, It’s
You Say It
The 5 Hows
HowIt’s Not What You Say, It’s
You Say It
The 5 Hows
HowIt’s Not What You Say, It’s
You Say It
The 5 Hows
HowIt’s Not What You Say, It’s
You Say It
The 5 Hows
HowIt’s Not What You Say, It’s
You Say It
The 5 Hows
Mum
blitis
Inductive
InductiveDeductive
Frame Your Message
Use positive language.
Frame Your Message
Manipulative PeopleHow to Deal With
Manipulative PeopleHow to Deal With
Understand what they are all about.
Understand what they are all about.
know when you are being manipulated?
How do you
Listening
How well do you listen?Listening
&Know When to Give In
When to Hold Your Ground
Reflective Reflective
Listening
Active &
Listen with purpose.
Listen with purpose.
It is important to:
Listen with purpose.
It is important to:Maintain eye contact.
Listen with purpose.
It is important to:Maintain eye contact.
Adjust your body posture.
Listen with purpose.
It is important to:Maintain eye contact.
Adjust your body posture.
Provide acknowledgment.
Listen with purpose.
It is important to:Maintain eye contact.
Adjust your body posture.
Provide acknowledgment.
Clear your mind.
Listen with purpose.
It is important to:Maintain eye contact.
Adjust your body posture.
Provide acknowledgment.
Clear your mind.
Avoid distracting behaviors.
Constructive A
lternatives
Constructive A
lternatives
5Communicate with flexibility that uses persuasiveness and diplomacy.
1Fear of speaking out
Eye Contact
Eye Contact
Eye Contact
Eye Contact
3 Ways to Create Conflict Resolution
1. Be a mirror.
3 Ways to Create Conflict Resolution
1. Be a mirror. 2. Be a model.
3 Ways to Create Conflict Resolution
1. Be a mirror. 2. Be a model. 3. Be clear.
3 Ways to Create Conflict Resolution
The Essentials of Making a Strong and
Memorable Introduction
2Say the person’s name.
The Essentials of Making a Strong and
Memorable Introduction
2Say the person’s name.
The Essentials of Making a Strong and
Memorable Introduction
Use his or her name in conversation.
2Say the person’s name.
The Essentials of Making a Strong and
Memorable Introduction
Use his or her name in conversation.Connect his or her name to a rhyming word.
Timing
TimingWatch your timing.
TimingTime to be seen
TimingTime to be seen
TimingTime to be heard
TimingTime to be heard
70%
Listen
70%Talk
Listen
70%Talk
Listen
Find the facts and weed out emotions.
70%Talk
Listen
Know when to separate the 2.
Focus on the big picture.
Focus on the big picture.
Acknowledge:
How I feel or see
Acknowledge:
1
How I feel or see
The other person’s side
Acknowledge:
2
How I feel or see
The other person’s side
The move to resolve
Acknowledge:
3
SSocial
SSocialHigh energy
SSocialHigh energy
Boisterous
SSocialHigh energy
Boisterous
Big
SSocialHigh energy
Boisterous
BigLoud
SSocialHigh energy
Boisterous
BigLoud
Social
SSocialHigh energy
Boisterous
BigLoud
Social๏ Always speak their minds
SSocialHigh energy
Boisterous
BigLoud
Social๏ Always speak their minds
๏ Always have a new idea
SSocialHigh energy
Boisterous
BigLoud
Social๏ Always speak their minds
๏ Always have a new idea
๏ Love to be in front and center
SSocialHigh energy
Boisterous
BigLoud
Social๏ Always speak their minds
๏ Always have a new idea
๏ Love to be in front and center
๏ Great at selling an idea and overcoming big obstacles
SSocial๏ Always speak their minds
๏ Always have a new idea
๏ Love to be in front and center
๏ Great at selling an idea and overcoming big obstacles
Work Effectiveness Strategies
SWork Effectiveness Strategies
SEfficient Lion:
Work Effectiveness Strategies
SRecognize and take advantage of their ability to get things done.
Efficient Lion:
Work Effectiveness Strategies
SRecognize and take advantage of their ability to get things done.
Efficient Lion:
Factual Owl:
Work Effectiveness Strategies
SRecognize and take advantage of their ability to get things done.
Use a low-key approach and provide them with support.
Efficient Lion:
Factual Owl:
Work Effectiveness Strategies
SRecognize and take advantage of their ability to get things done.
Use a low-key approach and provide them with support.
Efficient Lion:
Factual Owl:
Loyal Golden Retriever:
Work Effectiveness Strategies
SRecognize and take advantage of their ability to get things done.
Use a low-key approach and provide them with support.
Develop goals and objectives to keep you on track.
Efficient Lion:
Factual Owl:
Loyal Golden Retriever:
Work Effectiveness Strategies
Working with Employees or Peers
Do:
Working with Employees or Peers
Do:๏ Remember their need to keep
everyone happy.
Working with Employees or Peers
Do:๏ Remember their need to keep
everyone happy.๏ Treat them fairly and supportively.
Working with Employees or Peers
Do:๏ Remember their need to keep
everyone happy.๏ Treat them fairly and supportively.๏ Allow them to interact with others.
Working with Employees or Peers
Do:๏ Remember their need to keep
everyone happy.๏ Treat them fairly and supportively.๏ Allow them to interact with others.๏ Appeal to their principles.
Working with Employees or Peers
Do:๏ Remember their need to keep
everyone happy.๏ Treat them fairly and supportively.๏ Allow them to interact with others.๏ Appeal to their principles.๏ Remember, they are important.
Working with Employees or Peers
Do:๏ Remember their need to keep
everyone happy.๏ Treat them fairly and supportively.๏ Allow them to interact with others.๏ Appeal to their principles.๏ Remember, they are important.
Working with Employees or Peers
Don’t:
Do:๏ Remember their need to keep
everyone happy.๏ Treat them fairly and supportively.๏ Allow them to interact with others.๏ Appeal to their principles.๏ Remember, they are important.
Working with Employees or Peers
Don’t:๏ Take advantage of their
eagerness to please.
Do:๏ Remember their need to keep
everyone happy.๏ Treat them fairly and supportively.๏ Allow them to interact with others.๏ Appeal to their principles.๏ Remember, they are important.
Working with Employees or Peers
Don’t:๏ Take advantage of their
eagerness to please.๏ Be harsh or insensitive.
Do:๏ Remember their need to keep
everyone happy.๏ Treat them fairly and supportively.๏ Allow them to interact with others.๏ Appeal to their principles.๏ Remember, they are important.
Working with Employees or Peers
Don’t:๏ Take advantage of their
eagerness to please.๏ Be harsh or insensitive.๏ Forget to acknowledge them.
Do:๏ Remember their need to keep
everyone happy.๏ Treat them fairly and supportively.๏ Allow them to interact with others.๏ Appeal to their principles.๏ Remember, they are important.
Working with Employees or Peers
Don’t:๏ Take advantage of their
eagerness to please.๏ Be harsh or insensitive.๏ Forget to acknowledge them.๏ Don’t criticize or cause conflict.
Consider Your Behavior Style
Consider Your Behavior StyleIf you want it done right, do it yourself.
Consider Your Behavior StyleIf you want it done right, do it yourself.
Nobody does it better or faster than me.
Consider Your Behavior StyleIf you want it done right, do it yourself.
Nobody does it better or faster than me.
I really don’t want to impose on you.
Know What You’re Missing
Know What You’re Missing
Know What You’re Missing
Know What You’re Missing
Know What You’re Missing
Know What You’re Missing
Know What You’re Missing
Know What You’re Missing
Cast of Characters
Cast of Characters
The Bully
Cast of Characters
The Bully
๏ Stand up to the bully calmly, not defiantly.
Cast of Characters
The Bully
๏ Stand up to the bully calmly, not defiantly.
๏ Do not engage the bully in confrontation.
Cast of Characters
The Bully
๏ Stand up to the bully calmly, not defiantly.
๏ Do not engage the bully in confrontation.
๏ Once you’ve earned the bully’s respect, you may become friends!
Alternative Responses to Hot Situations
Alternative Responses to Hot Situations
Stay present and acknowledge that you heard them.
Alternative Responses to Hot Situations
Stay present and acknowledge that you heard them.
Alternative Responses to Hot Situations
De-escalate the conflict.
Stay present and acknowledge that you heard them.
Alternative Responses to Hot Situations
De-escalate the conflict.
Try to warm-up to the part of the person you can respect.
Tips for Handling Criticism
Tips for Handling Criticism
Tips for Handling Criticism
Stay in control.
Tips for Handling Criticism
Stay in control.
Tips for Handling Criticism
Stay in control.
Tips for Handling Criticism
Stay in control. Don’t blame.
Tips for Handling Criticism
Stay in control. Don’t blame.
Tips for Handling Criticism
Stay in control. Don’t blame.
Keep the focus on the problem and a solution.
Tips for Handling Criticism
Stay in control. Don’t blame.
Keep the focus on the problem and a solution.
Consider the
source.
Tactfully Communicate Criticism and Bad News
The Sandwich Technique
Tactfully Communicate Criticism and Bad News
The Sandwich Technique
The positive
Tactfully Communicate Criticism and Bad News
The Sandwich Technique
Just facts
Tactfully Communicate Criticism and Bad News
The Sandwich Technique
Just factsCompliment
Tactfully Communicate Criticism and Bad News
The Sandwich Technique
Tactfully Communicate Criticism and Bad News
The Sandwich Technique
Tactfully Communicate Criticism and Bad News
The Sandwich TechniqueIdentify the positive.
Tactfully Communicate Criticism and Bad News
The Sandwich Technique
Present the facts.
Identify the positive.
Tactfully Communicate Criticism and Bad News
The Sandwich Technique
Present the facts.
Identify the positive.
Tactfully Communicate Criticism and Bad News
Give a bright outlook.
The Sandwich Technique
End with a compliment.
Present the facts.
Identify the positive.
Tactfully Communicate Criticism and Bad News
Give a bright outlook.
Planning Steps
Planning StepsBrainstorm and write out points.
Planning StepsAnticipate your listener’s response.
Planning StepsOrganize your points.
Planning StepsPlan how to focus on the topic.
Planning StepsRehearse your thoughts before.
Why Diplomacy and Tact Are Needed
Why Diplomacy and Tact Are Needed
Why Diplomacy and Tact Are Needed
Morale
Why Diplomacy and Tact Are Needed
Team work
Why Diplomacy and Tact Are Needed
Creativity
Why Diplomacy and Tact Are Needed
Productivity
Why Diplomacy and Tact Are Needed
Harassment
Why Diplomacy and Tact Are Needed
Employee retention
Why Diplomacy and Tact Are Needed
Civility
SELF
Emai
l
Emai
l 4Don’t forward jokes or other types of junk messages.
Telephone
Don’t chew gum or eat while talking on the phone.
Telephone
When you arrive at the event:
When you arrive at the event:1. Enter the room with enthusiasm.
When you arrive at the event:1. Enter the room with enthusiasm.
Smile.
When you arrive at the event:1. Enter the room with enthusiasm.
Smile. Use open body language.
When you arrive at the event:1. Enter the room with enthusiasm.
Smile. Use open body language. Stand tall and be confident.
Top 10 Fears
10. Confined spaces
Top 10 Fears
10. Confined spaces
9. Thunder and lightning
Top 10 Fears
10. Confined spaces
9. Thunder and lightning
8. Open spaces
Top 10 Fears
10. Confined spaces
9. Thunder and lightning
8. Open spaces
7. Flying
Top 10 Fears
10. Confined spaces
9. Thunder and lightning
8. Open spaces
7. Flying
6. Social situations
Top 10 Fears
10. Confined spaces
9. Thunder and lightning
8. Open spaces
7. Flying
6. Social situations
5. Heights
Top 10 Fears
10. Confined spaces
9. Thunder and lightning
8. Open spaces
7. Flying
6. Social situations
5. Heights
4. Darkness
Top 10 Fears
10. Confined spaces
9. Thunder and lightning
8. Open spaces
7. Flying
6. Social situations
5. Heights
4. Darkness
Top 10 Fears3. Spiders
10. Confined spaces
9. Thunder and lightning
8. Open spaces
7. Flying
6. Social situations
5. Heights
4. Darkness
Top 10 Fears3. Spiders
2. Death
10. Confined spaces
9. Thunder and lightning
8. Open spaces
7. Flying
6. Social situations
5. Heights
4. Darkness
Top 10 Fears 1. Public speaking
3. Spiders
2. Death
Top 10 Fears
1. Public speaking
