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Communication Skills

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Qualities of good communication. Theory and practice of communication. Key skills ... good / effective communication? What is the ... Communication Equation ... – PowerPoint PPT presentation

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Title: Communication Skills


1
Communication Skills
  • Jane Honeybourne
  • www.westburytraining.co.uk

2
Session Outline
  • Qualities of good communication
  • Theory and practice of communication
  • Key skills
  • Communicating to influence

3
Exercise
  • Do more of this.
  • Start doing this.
  • Do less of this

4
  • What is
  • good / effective communication?

5
  • What is the greatest obstacle
  • to effective communication in your organisation?

6
Communication Breakdowns
  • Individual / organisational
  • How?
  • Where?
  • When?
  • Why?
  • Consequences

7
Speaking and Listening
  • Average person speaks (transmits) at 125 - 140
    WPM
  • Average person listens / thinks (receives) at
    400-600 WPM

8
Keys to Effectiveness
  • Manage your own transmission
  • Make receiving interventions

9
What Affects Listening
  • Subject Complexity
  • Speaker
  • Message
  • Environment

10
Communication Equation
  • When a message is both verbal and non-verbal, the
    nonverbal message may have more impact on the
    receiver than the words alone.
  • words 7
  • facial expressions 55
  • vocal tones 38

11
Ego States in Communication
Parent
Adult
Child
12
Filters
  • Associated / Disassociated
  • Towards / Away From
  • Match / Mismatch
  • Big chunk / Small chunk
  • Past / Present / Future
  • Internal / External

13
Key Skills
  • Building and Maintaining Rapport
  • Active Listening
  • Effective Questioning
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