Presented by The Solutions Group

Transcription

1 Presented by The Solutions Group

2 communication Non-verbal messages Listening skills The art of asking questions Checking for understanding

3 Is the appropriate communication method for your message? 1.Confidentiality 2.Risk 3.Necessary nuances of body language, voice tone 4.Do you need immediate back and forth of conversation?

4 1. Remember most s are never completely private, there is always a chance of someone else besides the intended recipient reading it, so avoid writing any personal attacks which are unprofessional to begin with. 1. When reading s treat them as if they are private messages (unless you know you are allowed to share it with others).

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6 Profread Proooofread Proofreed

7 Keys to reading body language: Focus on both auditory and visual cues. See nonverbal behavior in proper context. Note incongruities between spoken word and body language. Heighten awareness of your own feelings about the interaction. Reflect understandings back.

8 Negative Crossed arms No eye contact Body turned slightly away Legs crossed away from listener Attentive Arms comfortably at side Good eye contact Facing person squarely Legs crossed toward listener Negative Body Language Attentive Body Language

9 The 4 zones = 1. Public space: extends 12 to 25 feet or more. 2. Social space: about 4 to 12 feet between yourself and other people. 3. Personal space: from 2 to 4 feet. 4. Intimate space: from your body to about 2 feet away.

10 Closed questions can be answered by one word often yes or no Open questions encourage people to talk

11 Get information Focus conversations Solicit opinions Gain consensus

12 Pause Mirror Paraphrase Summarize

13 An Active Listener is one who: Listens to the content Listens to the speaker without judgment and with empathy Listens to the intent Monitors own non-verbal communication & communication filters Assesses speaker s non-verbal communication Reacts to the speaker s non-verbal communication

14 An Argumentative Listener is one who: Filters the content Filters and judges the intent Does not monitor own non-verbal communication & filters Doesn t try to read speaker s non-verbal communication Judges and evaluates the speaker

15 PARAPHRASE: State in your own words what the speaker just said. Benefits to paraphrasing: People appreciate feeling heard It stops escalating anger and cools down crises It stops miscommunication It helps you remember what was said

16 Ask questions. This helps sharpen listener s focus. It is most effective when you ask openended questions that elicit more than a oneword answer. Use what, who, when, where, and how to get clear information. Draw out the details like a good reporter. Remember the person who is asking questions is in control.

17 Feedback must be immediate, honest and supportive. Listen with Openness: Listen to the whole message before judging its importance. Listen with Awareness: Compare what s being said to your knowledge of the subject.

18 I can understand how you feel. I can see where you re coming from. That sounds frustrating; how do you feel about that? I believe that s a good point. That s interesting. Tell me more.

19 1. Listen for ideas, not just for facts. 2. Judge what the speaker says, not how it s said. 3. Be optimistic when you listen. 4. Don t jump to conclusions. 5. Be a flexible listener when you re taking notes.

20 1. Concentrate. 2. Remember that you can think at least four times as fast as someone can talk. 3. Work at listening. 4. Keep your mind open and restrain your emotions. 5. Practice mental exercises.

21 What did you hear me say? Show me/tell me what you understood. What questions do you have about what I said?

22 Prepare your messages carefully Be aware of your body language Listen to the other person Always check for understanding

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