Basic Communication Skills Basic Communication Skills ESTABLISHING RAPPORT

Basic Communication Skills

Basic Communication Skills ESTABLISHING RAPPORT Field of Consciousness

Basic Communication Skills How do you go about Establishing Rapport? You n You n need Self-Confidence must Understand People must be Enthusiastic must make Eye Contact must be Interested in them

Basic Communication Skills Communication is a Series of Experiences of Hearing Smell Seeing Taste Touch

Basic Communication Skills Communication - Meaning n n Communication is a dynamic process… through this process we convey a thought or feeling to someone else. how it is received depends on a set of events, stimuli, that person is exposed to. how you say what you say plays an important role in communication.

Basic Communication Skills TOTAL COMMUNICATION PROCESS

Basic Communication Skills LEVELS OF COMMUNICATION n VERBAL n n n NON-VERBAL n n Intra verbal: intonation of word and sound Extra verbal: implication of words and phrases, semantics Gestures Postures Movements SYMBOLIC

Basic Communication Skills Barriers in Communication (that have to do with the n n n n COMMUNICATOR) Unwillingness to say things differently Unwillingness to relate to others differently Unwillingness to learn new approaches Lack of Self-Confidence Lack of Enthusiasm Voice quality Prejudice

Basic Communication Skills Barriers in Communication (that have to do with the COMMUNICATOR) Disagreement between verbal and non-verbal messages n Negative Self Image n Lack of Feedback n Lack of Motivation and Training n Language and Vocabulary Level n Lack of Self Awareness n

Basic Communication Skills Barriers in Communication (that have to do with the RECEIVER) Selective Perception n Unwillingness to Change n Lack of Interest in the Topic/Subject n Prejudice & Belief System n Rebuttal Instincts n Personal Value System n Here-and-Now internal & external factors n

Basic Communication Skills External Barriers in Communication n Environment The venue n The effect of noise n Temperature in the room n Other People – Status, Education n Time n

Basic Communication Skills 5 Basic reasons we Do Not Listening is Hard Work n Competition n The Rush for Action n Speed differences (120 wpm v/s 360 wpm) n Lack of Training n

Basic Communication Skills 4 Levels of Listening The n Non-Listener Marginal Listener Evaluative Listener Active Listener

Basic Communication Skills Improving Listening Skills By not being Preoccupied n Being Open Minded & Non Defensive n Minimizing Interruptions n Effective Listening is: Hearing, interpreting when necessary, understanding the message and relating to it. n By Asking Questions n

Basic Communication Skills COMMUNICATION n 7% WORDS n n 38% PARALINGUISTIC n n Words are only labels and the listeners put their own interpretation on speakers words The way in which something is said - the accent, tone and voice modulation is important to the listener. 55% BODY LANGUAGE n What a speaker looks like while delivering a message affects the listener’s understanding most.

Basic Communication Skills TYPES OF BODY LANGUAGE Remember that you are dealing with “PEOPLE” n (P)OSTURES & GESTURES n n (E)YE CONTACT n n n How do you position yourself? (P)RESENTATION n How do you deliver your message? (L)OOKS n n How’s your “Lighthouse”? (O)RIENTATION n n How do you use hand gestures? Stance? Are your looks, appearance, dress important? (E)PRESSIONS OF EMOTION n Are you using facial expressions to express emotion?