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Based on the presentation of Tom Atkinson, Boazii University, May 6, 2004 Some minor additions by Dr. Enis Karaarslan, Mula University Computer Engineering Department, March 2013
Boaz University
Tom Atkinson
We all must use a variety of communication techniques to both understand and be understood.
Boaz University
Tom Atkinson
Writing
Boaz University
Tom Atkinson
Communication Goals
To change behavior
To get action
To persuade
Boaz University
Tom Atkinson
Listening Skills
Boaz University
Tom Atkinson
letiimin 4 unsurundan (Okuma , yazma , konuma ve dinleme) biri olan dinleme, hak ettii dikkati ve nemi grmemektedir. Bize okumay, yazmay profesyonel eitimciler retti . Konumay renirken de ailede herkes seferber oldu . Fakat hi kimse etkin dinlemenin nasl olacan retmedi. [1]
Boaz University
Tom Atkinson
Etkin/etkili dinleme sadece sylenilenleri duymak deil, ayn zamanda bu sylenenleri nemli bulmak, kavramak ve deerlendirmektir. [2]
Boaz University
Tom Atkinson
Agenda
1. 2. 3.
Boaz University
Tom Atkinson
Part 1 Motivation
Session Objectives
Be able to:
Describe reasons that communication fails List strategies to improve communication Paraphrase (izah etmek yorumlamak) and summarize conversations Use appropriate questioning techniques
Boaz University
Tom Atkinson
45%
Boaz University
Tom Atkinson
45%
Boaz University
Tom Atkinson
Continued learning Teamwork skills Management skills Negotiation skills Emotional intelligence
Boaz University
Tom Atkinson
Further Reading
Boaz University
Tom Atkinson
Boaz University
Tom Atkinson
Boaz University
Tom Atkinson
Boaz University
Tom Atkinson
Boaz University
Tom Atkinson
Communication
Communication is the process of sending and receiving information among people
Feedback
receiver
sender
SENDER
RECEIVER
Sender
Receiver
Distortion
Boaz University
Tom Atkinson
Speaker
Listener
Boaz University
Perceptions (alg) Preconceived (n yargl) notions/expectations Physical hearing problem Speed of thought Personal interests Emotions Attention span (dikkat dankl) No active listening!
Tom Atkinson
Boaz University
Tom Atkinson
Are you simply waiting for your turn to talk? Are you thinking about your reply before the other person has finished talking?
Boaz University
Tom Atkinson
Listening takes. . .
Speaking requires. . .
Boaz University
Choose an appropriate physical environment Remove distractions Be open and accessible Maintain relaxed, open posture that shows concentration Reflect feelings Offer acknowledgements (say uh-huh) Paraphrase (yorumla) main ideas Interrupt to clarify Confirm next steps
Tom Atkinson
Boaz University
Observe position and posturing (poz) Make eye contact Consider expression and gestures
Concentrate Keep an open mind Hear the person out Do not react to emotive (duygulandrc) words
Tom Atkinson
Boaz University
Boaz University
Behaviors that hinder (mani olan) effective listening Act distracted (look at your watch!) Tell your own story without acknowledging theirs Give no response Invalidate (geersiz klmak) response, be negative Interrupt Criticize Diagnose (tan koymak) what was said Give advice/solutions quickly Change the subject Reassure (tekrar temin etmek) without acknowledgment (onaylama)
Tom Atkinson
Lets practice
Boaz University
Tom Atkinson
Do you feel your partner understood you? What made your partner easy/hard to listen to?
Boaz University
Tom Atkinson
Part 3
Paraphrasing, Summarizing and Questioning
SUMMARIZE
Pull together the main points of a speaker
QUESTION
Challenge speaker to think further, clarifying both your and their understanding
Boaz University
Tom Atkinson
Practice Paraphrasing
Paraphrasing is simply restating what another person has said in your own words.
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
Boaz University
Practice Summarizing
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.
If I understand you correctly, your main concerns are These seem to be the key ideas you have expressed
Boaz University
Tom Atkinson
2. Open-ended questions:
Boaz University
Tom Atkinson
Practice Questioning
Rephrase the following closed questions to make them open-ended: Are you feeling tired? Isnt it a nice day? Was the last activity useful? Is there anything bothering you? So everything is fine, then?
Tom Atkinson
1. 2.
3.
4. 5.
Boaz University
Lets practice
Tell the person next to you what you did last weekend
Boaz University
Tom Atkinson
Questions?
Feedback
Give an assessment of todays 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
Boaz University
Tom Atkinson