Development Planning and Administration MPA 403 Lecture 26

Development Planning and Administration MPA – 403 Lecture 26 FACILITATOR Prof. Dr. Mohammad Majid Mahmood Bagram

Reflections

Effective Communication Skills for Planners & Administrators - I

01 November 5

Communication "You are not only responsible for what you say, but also for what you do not say. "

Questioning Mind

Seven Levels of Listening 1 Not listening: Not paying attention to or ignoring the other person’s communications. 2 Pretend listening: Acting like or giving the impression that you are paying attention to another person’s communications, but in actuality not really paying attention to that individual. 3 Partially listening: Only focusing on part of the other person’s communication or only giving it your divided attention. 4 Focused listening: Giving the other person your undivided attention to his or her communication.

Seven Levels of Listening 5 Interpretive listening: Going beyond just paying attention but really trying to understand what the other person is communicating. 6 Interactive listening: Being involved in the communications by asking clarifying questions or acknowledging understanding of the communication. 7 Engaged listening: Being fully engaged in communications involves listening to the other person’s views, feelings, interpretations, values, etc. , In engaged listening, both parties are given the opportunity to fully express their views, feelings, and ideas.

The Importance of Communication Skills “Top executives from Fortune 500 companies rate communications skills as the most important quality for business leaders. ” New York Times Business Section “There may be no single thing more important in our efforts to achieve meaningful work and fulfilling relationships than to learn and practice the art of communication. ” The Art of Leadership Max De Pree, Author

ORIGINAL MESSAGE % OF UNDERSTANDING LOST IN COMMUNICATION 100 % Top Management’s understanding 63 % VP Understanding 56 % General Manager’s understanding Average Information Loss 40 % Division Manager’s understanding 30 % Unit Manager’s understanding 20 % Employee’s understanding Average Information Loss

We need to improve communication. . . as 70 % of our communication efforts are: • misunderstood • misinterpreted • rejected • distorted or • not heard 13

Cost of Correspondence • One page business letter that took 10 minutes to dictate cost between $50 -$100. • Poor writing costs even more since it o Waste Time. o Wastes Effort. o Jeopardizes goodwill.

THE QUALITY OF YOUR LIFE IS THE QUALITY OF YOUR COMMUNICATION ~ BOTH WITH YOURSELF & OTHERS

COMMUNICATION • Communication is the process of sending and receiving information.

COMMUNICATION The sharing of information between two or more individuals or groups to reach a common understanding (but not necessarily an agreement).

THE COMMUNICATION PROCESS

Most Common Ways to Communicate g n i k a Spe Writing al u s i V Bod es g a Im y La ngu age

Words Are Energy • Never use words like defeats, failure & problem. Always talk of “Hope, Belief, Faith, Victory & Success. ” • When you use a Positive word, it raises your Energy Levels & Putting you in a “Winning Frame of Mind. ” • Words are Energy, use them in your favor!!

• If you have your sight, you are blessed. • If you have insight, you are a thousand times blessed. 21

"I praise loudly. I blame softly. “ (unknown)

"Communication is really all anyone ever gets paid for ultimately. . . and if you cannot effectively communicate. . . you will PAY. . . not get paid. . . " -- Doug Firebaugh

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

COMMUNICATION – Do you know? • PEOPLE REMEMBER: – 10 % of what they read – 20 % of what they hear – 30 % of what they see – 50 % of what they see and hear – 80 % of what they say – 90 % of what they say and do

COMMUNICATION – Do you know? • If you tell people something without repetition: – After 24 hours, 25 % have forgotten it – After 48 hours, 50 % have forgotten it – After 72 hours, 75 % have forgotten it – After one week, 96 % have forgotten it

Thank you for your kind attention! FACILITATOR Prof. Dr. Mohammad Majid Mahmood Bagram