Communication Skills Overview Effective communication skills are a

Communication Skills Overview Effective communication skills are a critical element in your career and personal lives. We all must use a variety of communication techniques to both understand be understood. Boğazıçı University Tom Atkinson

Most common ways to communicate ki a e p S ng Writing Boğazıçı University ag m I l a Visu es Bod y La ngu age Tom Atkinson

Communication Goals To change behavior To get and give Information To persuade To get action To ensure understanding Source: CGAP Direct Boğazıçı University Tom Atkinson

Critical success factor for life The majority of your perceived ability comes from how you communicate 30% What you know 70% How you communicate it Source: CGAP Direct Boğazıçı University Tom Atkinson

Listening Skills Boğazıçı University April 22, 2004 Tom Atkinson Boğazıçı University

Listening and Speaking are used a lot… Boğazıçı University Tom Atkinson

… But not taught enough Am ou Boğazıçı University nt tau gh t Tom Atkinson

Listening is needed everywhere… n Listening skills form the basis of: q q q Continued learning Teamwork skills Management skills Negotiation skills Emotional intelligence Boğazıçı University Tom Atkinson

… But not practiced effectively n 70% of all communication is q q q Misunderstood Misinterpreted Rejected Distorted Not heard Source: CGAP Direct Boğazıçı University Tom Atkinson

What if communication were not possible? Boğazıçı University Tom Atkinson

Frustration and Chaos! Boğazıçı University Tom Atkinson

Both children want the orange Boğazıçı University Tom Atkinson

But without good listening, neither gets what they want… Boğazıçı University Tom Atkinson

Communication is the process of sending and receiving information among people… Feedback receiver SENDER sender RECEIVER Source: CGAP Direct Boğazıçı University Tom Atkinson

Messages not delivered due to “distortion” Feedback Receiver Sender Distortion Boğazıçı University Tom Atkinson

What causes distortion? n Speaker q q q Language Wordiness Semantics Emotions Inflections n Listener q q q q Boğazıçı University Perceptions Preconceived notions/expectations Physical hearing problem Speed of thought Personal interests Emotions Attention span No active listening! Tom Atkinson

What do you think about? I have something really important to tell you Boğazıçı University Maybe I should get a haircut Tom Atkinson

30% of you aren’t paying attention right now!

Clues that you are not listening n n Are you simply waiting for your turn to talk? Are you thinking about your reply before the other person has finished talking? Boğazıçı University Tom Atkinson

Listening and speaking require energy n Listening takes. . . q q q n concentration and energy curiosity and open-mindedness analysis and understanding Speaking requires. . . q q sharp focus logical thinking clear phrasing crisp delivery Boğazıçı University Tom Atkinson

How to be an active listener n Set the stage q q n Choose an appropriate physical environment Remove distractions Be open and accessible Maintain relaxed, open posture that shows concentration Ensure mutual understanding q q q Reflect feelings Offer acknowledgements (say “uh-huh”) Paraphrase main ideas Interrupt to clarify Confirm next steps Boğazıçı University Tom Atkinson

How to be an active listener n Understand body language q q q n Observe position and posturing Make eye contact Consider expression and gestures Suspend judgment q q Concentrate Keep an open mind Hear the person out Do not react to emotive words Boğazıçı University Tom Atkinson

Active Listening (not!) n Behaviors that hinder effective listening q q q q q Act distracted (look at your watch!) Tell your own story without acknowledging theirs Give no response Invalidate response, be negative Interrupt Criticize Diagnose what was said Give advice/solutions quickly Change the subject Reassure without acknowledgment Boğazıçı University Tom Atkinson

Let’s practice n Tell the person next to you about your Research Project Boğazıçı University Tom Atkinson

Tell me your stories n n Do you feel your partner understood you? What made your partner easy/hard to listen to? Boğazıçı University Tom Atkinson

Part 3 Paraphrasing, Summarizing and Questioning Boğazıçı University

Techniques to improve listening skills SUMMARIZE PARAPHRASE Restate what was said in your own words Pull together the main points of a speaker QUESTION Challenge speaker to think further, clarifying both your and their understanding Boğazıçı University Tom Atkinson

Practice Paraphrasing n Paraphrasing is simply restating what another person has said in your own words. n Use phrases such as: q q q Boğazıçı University In other words… I gather that… If I understand what you are saying… What I hear you saying is… Pardon my interruption, but let me see if I understand you correctly… Tom Atkinson

Practice Summarizing n n n Summarizing pulls important ideas, facts or data together. Useful for emphasizing key points and setting the stage for further discussion. The person summarizing must listen carefully in order to organize the information systematically. Boğazıçı University n Try out these summarizing phrases: q q “If I understand you correctly, your main concerns are…” “These seem to be the key ideas you have expressed… ” Tom Atkinson

Two basic types of questions Closed questions: 1. q Get a one-word response and inhibit thought. q Questions begin with who, when and which Open-ended questions: 2. q q Invite unique thought, reflection or an explanation. Questions begin with how, what and how come (not why!). Boğazıçı University Tom Atkinson

Practice Questioning n Rephrase the following closed questions to make them open-ended: 1. Are you feeling tired? Isn’t it a nice day? Was the last activity useful? Is there anything bothering you? So everything is fine, then? 2. 3. 4. 5. Boğazıçı University Tom Atkinson

Let’s practice n Tell the person next to you what you did last weekend Boğazıçı University Tom Atkinson

Questions? Boğazıçı University

Feedback n n n Give an assessment of today’s session What did you like most and least? Assess the verbal presentation? Assess the slides? How useful do you think this topic will be for future classes on communications? tom. atkinson@alum. mit. edu Boğazıçı University Tom Atkinson