领导力培训之沟通技巧

EffectiveCommunication,Overview,FunctionsofCommunicationTheCommunicationProcessCommunicationFundamentalsKeyCommunicationSkills,FunctionsofCommunication,ControlMotivationEmotionalExpressionInformation,TheCommunicationProcess,Receiver,Feedback,Decoding,Channel,Encoding,Source,CommunicationFundamentals,Direction:DownwardUpwardCrosswiseNetworks:Formalvs.Informal,CommunicationNetworks,Chain,Wheel,AllChannels,BarrierstoEffectiveCommunication,FilteringSelectivePerceptionEmotionsLanguage,KeyCommunicationSkills,ListeningSkillsFeedbackSkillsPresentationskills,BasicCommunicationSkillsProfile,_CommunicationOrderLearnedExtentUsedExtentTaught_ListeningFirstFirstFourthSpeakingSecondSecondThirdReadingThirdThirdSecondWritingFourthFourthFirst,Meaning,ListeningIsWithTheMindHearingWithTheSensesListeningIsConscious.AnActiveProcessOfElicitingInformationIdeas,AttitudesAndEmotionsInterpersonal,OralExchange,FallaciesaboutListening,Listeningisnotmyproblem!ListeningandhearingarethesameGoodreadersaregoodlistenersSmarterpeoplearebetterlistenersListeningimproveswithageLearningnottolistenThinkingaboutwhatwearegoingtosayratherthanlisteningtoaspeakerTalkingwhenweshouldbelisteningHearingwhatweexpecttohearratherthanwhatisactuallysaidNotpayingattention(preoccupation,prejudice,self-centeredness,stero-type)Listeningskillsaredifficulttolearn,StagesoftheListeningProcess,HearingFocusingonthemessageComprehendingandinterpretingAnalyzingandEvaluatingRespondingRemembering,BarrierstoActiveListening,EnvironmentalbarriersPhysiologicalbarriersPsychologicalbarriersSelectiveListeningNegativeListeningAttitudesPersonalReactionsPoorMotivation,HowtoBeanEffectiveListener,WhatYouThinkaboutListening?UnderstandthecomplexitiesoflisteningPreparetolistenAdjusttothesituationFocusonideasorkeypointsCapitalizeonthespeeddifferentialOrganizematerialforlearning,HowtoBeanEffectiveListener(cont.),WhatYouFeelaboutListening?WanttolistenDelayjudgmentAdmityourbiasesDonttuneout“dry”subjectsAcceptresponsibilityforunderstandingEncourageotherstotalk,HowtoBeanEffectiveListener(cont.),WhatYouDoaboutListening?EstablisheyecontactwiththespeakerTakenoteseffectivelyBeaphysicallyinvolvedlistenerAvoidnegativemannerismsExerciseyourlisteningmusclesFollowtheGoldenRule,FeedbackSkills,Positivevs.NegativeFeedbackPositivefeedbackismorereadilyandaccuratelyperceivedthannegativefeedbackPositivefeedbackfitswhatmostpeoplewishtohearandalreadybelieveaboutthemselvesNegativefeedbackismostlikelytobeacceptedwhenitcomesfromacrediblesourceifitisobjectiveinformSubjectiveimpressionscarryweightonlywhentheycomefromapersonwithhighstatusandcredibility,DevelopingEffectiveFeedbackSkills,FocusonspecificbehavioursKeepfeedbackimpersonalKeepfeedbackgoalorientedMakefeedbackwelltimedEnsureunderstandingDirectfeedbacktowardbehaviourthatiscontrollablebytherecipient,GroupThink,Phenomenainwhichthenormforconsensusoverridestherealisticappraisalofalternativecourseofaction,PresentationSkills,Ideas,conceptsorissuestalkedaboutorspokentoagrouporaudiencePublicspeakingisoneofthemostfearedthings“Icouldmakesuchafoolofmyself”SkillsrequiredtogiveagoodpresentationcanbedevelopedPreparationistheKey,PresentationSkills,Preparation/PlanningisthefirststepontheladdertosuccessAspectsinthedevelopmentofagoodpresentationSelfCentered(Self)AudienceCentered(Audience)SubjectCentered(Material)“Iwant(who)to(what)(where,whenandhow)because(why)”,PresentationSkills,HelpersWhatdoyouwanttopresent(content)?Whydoyouwanttopresent(purpose)?Wherewillyoubepresenting(place)?Howdoyouwanttopresent(wordstobeusedornot,slidestobeused)Whoisyouraudience?,PresentationSkills,Preparation:AudienceAnalysisWhatistheaudienceinterestedinWhatdoestheaudiencewantWhatdoestheaudiencealreadyknowandneedstoknowWhataretheirneeds,expectationsfromthispresentationHowwilltheaudiencebenefitfromthispresentation,PresentationSkills,StructurethecontentinlinewiththeaudiencesneedsWhatdoyouwanttotelltheaudience?Whatisyourobjective?PreparekeepinginmindthetimeallottedAnticipatethequestionsandprepareCollectmaterialfromavarietyofsourcesArrangepointslogicallyandsequentiallyPreparehandoutsaswell,PresentationSkills,Structuringthepresentation2to2.5mins-opening/beginning20to21mins-middlesection2to3mins-closing/end5mins-questions,PresentationSkills,TheBeginingShouldbecarefullydesignedGetattention-shock,humour,question,story,facts&figures-wellrehearsedyetnaturalMotivateaudiencetolisten-listentotheirneeds,PresentationSkills,PreparationStructureSequenceshouldbelogical&understandableInterimsummaries-RecapsValueofvisualaids-flipcharts,handoutsetc.,PresentationSkills,PrepareClosingLast2to2.5minutesareascriticalasthefirstfiveminutesforasuccessfulpresentationSummarize-highlightimportantpointsSuggestaction-whattodoandwhen,whereandhowtodoit,PresentationSkills,StageFrightEveryonehasittosomedegreeCanbeusedconstructivelyKeyissueisnoteliminationoffearInsteadchanneltheenergyitgeneratesforaneffectivepresentation,PresentationSkills,EffectiveDeliveryBeactive-moveBepurposeful-controlledgesturesVariationsvocal(pitch,volume,rate)BenaturalBedirectdontjusttalkinfrontoftheaudiencetalktothem,GroupFacilitation,VerbalCommunication-barriersSpeakingtoofastUsingjargonToneandcontentComplicatedorambiguouslanguageNotquestioningPhysicalStateoftheaudience,PresentationSkills,Sensitivitytotheaudience“see”theaudienceTakenon-verbalfeedback-congruentandincongruentbodylanguageModifytomeetaudienceneedsDontjustmakeitasapresentation,PresentationSkills,HandlingQuestionsDonotgetconfusedYouarenotsupposedtoknoweverythingAnticipateandkeepanswersreadySometimequestionsthemselvesgiveyouale