Professional Documents
Culture Documents
JCI Sen.
Credits:
Communicating Effectively (The Briefcase
Books)
By Arredondo, Lani
Published by McGraw-Hill Companies, Inc.
2 Penn Plaza, New York, NY 10128, USA
Copyright 2000
Website: www.books.mcgraw-hill.com
What You Heard is NOT What I Said! The Keys to Effective Communication
Course Outline
SUMMARY
OBJECTIVES
MAIN POINTS
LENGTH
PARTICIPANTS
EQUIPMENT
MATERIALS
REFERENCES
1.
2.
3.
4.
5.
6.
7.
8.
Opening
Effective Communication: What is it?
The Communication Process
Communication Styles
Key Communication Skills
Barriers to Communication
In summary
Evaluation and Closing
1.
2.
3.
4.
1.
2.
3.
4.
ROOM LAYOUT
Classroom
What You Heard is NOT What I Said! The Keys to Effective Communication
Minimum: Half-Day
Maximum: Two Days
OPENING
Show Slide 1, What You Heard is NOT What I Said! and leave it up until you
start the session.
A.
Welcome
Start the session on time. Welcome all participants and thank them for attending
the seminar. Explain that the session is about how to become a more effective
communicator, which they can apply outside JCI. Urge them to participate,
disagree, debate, ask questions and try to learn as much as possible during the
session.
We are going to share some ideas about how to communicate effectively and I
really hope to hear your input and ideas on this topic, not just mine. We can
agree with each other or disagree and that is fine, but we need to be respectful of
each others opinions while debating the content of the course. Actively
participating by contributing ideas and opinions will be an important factor in
effective learning during this seminar. To get the best results from the session,
total involvement is required from each participant.
Communication is the ability to share information with people and to understand
what information and feelings are being conveyed by others. Communication can
take on many forms including gestures, facial expressions, signs, vocalizations
(including pitch and tone), in addition to speech and written communication.
Communication skills are important to developing professional and personal
relationships. Relationships begin and grow through communication, and the
quality of communication influences the quality of the relationships. Effective
communication skills are essential. Without them, one's effectiveness in all roles
in life- professional, leader, manager, parent, friend, etc. is limited.
The process of verbal interaction is important to maintaining our health and
emotional well-being. Communicating effectively with others is an important
characteristic of leadership and it shapes our success. When we share our
experiences and feelings sincerely, we come to realize that all of us experience
emotions, but that each of us experiences them in our own way. We can
recognize the similarities among us as well as our individual differences.
Failures in communication happen when the message received is different from
the message intended. That is why we call this course, What You Heard is NOT
What I Said!
B.
Introductions
If the participants do not know each other, ask them to introduce themselves,
stating their name, chapter, position in the chapter and the reason that they
decided to attend this particular seminar (i.e. their expectations for the
seminar).
What You Heard is NOT What I Said! The Keys to Effective Communication
Objectives
Most organizations, JCI included, do a great job in training their members and
officers in on-the-job skills, but completely overlook interpersonal skills training.
How important is communication training? We often take our ability to
communicate for granted. We use various forms of verbal and non-verbal
communications in nearly everything we do, and we generally give little thought
to the process. Communication is, however, both an art and a science, and
requires our full attention and consideration if we are to use it skillfully.
Show Slide 2, Objectives and leave it up as you discuss the objectives for the
seminar.
1.
2.
3.
4.
5.
The fact is that the majority of the problems and conflicts we experience in our
personal lives and at work stem from our failure to communicate well. Each of us
lives in a very subjective world of individual perception. Every individual sees the
world through a lens of subjectivity, and filters all input through that lens. In our
interaction with others, we tend to assume that our words and actions are
understood as we intended them. Unfortunately it just doesn't work out that way.
We misinterpret and are misunderstood and don't usually realize it until conflict
arises.
2.
EFFECTIVE COMMUNICATION: WHAT IS IT?
Effective communication skills are essential in determining our ability to have
rewarding relations with others and to achieve satisfaction in life. The quality of
our relationships with friends, spouses, children, and colleagues are all
dependent upon sound communication skills. In fact, it is often our failure to
communicate effectively that leads to personal disappointment and the
breakdown of important relationships. Unfortunately, we often leave the success
of important relationships to chance until communication fails and the
relationships begin to deteriorate. By then, however, it may already be too late.
Show Slide 3, Effective Communication: What Is It? Divider Slide and
ask the class why organizations need to nurture this skill. Use the whiteboard
and write down the responses of the participants or ask a participant to come up
and help you write down the responses of the class. Be careful not to interject
your own thoughts and ideas into this exercise as it is very important that the
class come to a bit of a consensus as to what the value of a communications
(and therefore, the purpose of this seminar) means to them.
Be sure to offer questions to keep the debate lively and open-ended. For
What You Heard is NOT What I Said! The Keys to Effective Communication
2.
Communication involves so much more than just words. Body language has a
significant impact on communication. What is said and how it is said is equally
important. The sound of the voice, the facial expression, and the body posture
carry strong messages.
Show Slide 5, Effective Communication: What Is It? (Slide B).
Its easier to say that the other person doesnt understand than to work to
understand the other person. Each person shares equal responsibility or blame
when communication is difficult or isnt working. Try looking at the world from the
other persons perspective. Walk a mile in his shoes.
A definition of Effective Communication, therefore, could be broken down into
the following elements:
3.
A Sender- This is the first person to speak or the one who initiates the
communication.
A Receiver- This is the "listener," the one or ones for whom the message
is intended. Receivers are usually interpreting and transmitting messages
simultaneously. They are listening to what is being said and thinking about
what they are going to say when the sender stops talking. Simultaneously,
they may be reacting in nonverbal ways- with a smile or nod, flushed face,
trembling hands or in some other way, depending on how they are
interpreting the message.
The Message- This is what the sender wants the receiver to know. It
includes the verbal message (content) and nonverbal messages inferred
from the sender and the environment.
What You Heard is NOT What I Said! The Keys to Effective Communication
2.
3.
4.
The medium is the method used to convey the message to the intended
receiver (such as by telephone, e-mail, reports). Factors to consider when
selecting a medium include relative speed, cost, convenience, intelligibility,
timing, feedback options, and documentation.
5.
6.
7.
8.
What You Heard is NOT What I Said! The Keys to Effective Communication
COMMUNICATION STYLES
Spirited
Considerate
Systematic
Direct
Whether or not you are aware of it, your communication style comes through
you. The style that you use most often is called your dominant style.
Show, Slide 14, Communication Styles Model Diagram
A better visual relationship among the different styles is shown in the slide,
created by leading developmental psychologists and human resource experts at
HRDQ, a leading learning materials developer and consultancy firm in the United
States.
What You Heard is NOT What I Said! The Keys to Effective Communication
10
Minimum: 10 minutes
Maximum: 20 minutes
What You Heard is NOT What I Said! The Keys to Effective Communication
11
What You Heard is NOT What I Said! The Keys to Effective Communication
12
What are the positive aspects of your communication style? (include all
forms of communication)
2.
List some examples of how those positive aspects have benefited you in
your communication at work.
3.
4.
What are some of the aspects of your communication style that hinder the
What You Heard is NOT What I Said! The Keys to Effective Communication
13
These insights will be most useful if everyone thinks about how effective their
communication is now and plan how they can improve by highlighting their
strengths and controlling their weaknesses.
5.
Clarity
Expression
Pace
Listening
What You Heard is NOT What I Said! The Keys to Effective Communication
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Minimum: 5 minutes
Maximum: 10 minutes
Going
Walking
Jogging
Thinking
Striking
Selling
Did you say go-ing or did you say go-in? If you said go-in (or walk-in, joggin, etc.), youre a G-dropper.
Be warned; this was not a fair test. Pronouncing words in isolation is very
different than what we normally do when we speak.
Show, Slide 25, Clarity Exercise 1: Hear Yourself
Have the class say the following sentences out loud three times each, while fully
enunciating each word:
Because its so hard to perform naturally when were focusing on speaking well,
the best way to determine whether or not were enunciating properly when we
What You Heard is NOT What I Said! The Keys to Effective Communication
15
Minimum: 10 minutes
Maximum: 20 minutes
Do NOT allow the participant any time to think about the topic. Just have him
speak. Speaking impromptu will more closely reproduce his usual speech
habits.
Have them continue to use the Tell-Me Game to try and cut down on the number
of fillers they use in spontaneous speech. Increase the time of the exercise to
two minutes.
As the speaker, the participants role is to speak impromptu on one of the
following speech topics for two minutes.
What You Heard is NOT What I Said! The Keys to Effective Communication
16
2.
3.
4.
5.
As the only way youre going to eliminate fillers from your speech is through
constant diligence, the help of your speech monitor (or monitors) will be
invaluable.
Show, Slide 29, Expression
Speaking in a monotonous voice is a real communication killer. When the variety
of your voices pitch doesnt vary, its impossible for your listener to maintain any
interest in what youre saying. He tunes out quickly. Once again, your message
falls by the wayside.
But even if he did hear it, he probably wouldnt believe it. People who speak in a
monotone or with inappropriate expression in their voices are perceived as
untrustworthy, boring, or even shifty. As a business, sales or professional person,
you can see why youd want to fix this sloppy speech problem right away!
Minimum: 10 minutes
Maximum: 20 minutes
2.
3.
4.
5.
What You Heard is NOT What I Said! The Keys to Effective Communication
17
Minimum: 10 minutes
Maximum: 20 minutes
Perhaps the best source of speech exercise material is childrens books. When
we read one of these aloud to a child, we tend to try out a variety of different
voices and exaggerate the expression in our voices in response to the childs
response as we read.
If you have no childrens books (or children) on hand, remember that any fiction
will work.
Show, Slide 32, Pace
Speaking too quickly is one of the most common speech problems perhaps
because almost all of us tend to speed up our speech when were stressed or
excited. And when are we not stressed when were working? Making a cold call,
meeting a new contact, working on a project with a deadline all of these
situations are stressful and cause all kinds of physiological responses, including
speeding up our speech.
Some people, however, are genuine motor mouths people who always speak
rapidly.
Speaking too slowly is much less common, but believe it or not, there are people
who tend to speak naturally with a rate of speed that leaves gaps between words
and drawls out syllables to extremes.
The trick to speaking at an appropriate pace is remembering that you need to
speak at a rate that allows your listener to understand what youre saying.
What You Heard is NOT What I Said! The Keys to Effective Communication
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Minimum: 10 minutes
Maximum: 20 minutes
19
Minimum: 15 minutes
Maximum: 25 minutes
What You Heard is NOT What I Said! The Keys to Effective Communication
20
What are the four things you least like to do? Why?
What are your three best personality traits? Why?
Who do you most admire? Why?
Whats the worst job you ever had? Why?
What would you do if you won US$10 million? Why?
Perform this exercise at least three times, using different speech topics and
working up to a speech time of three minutes.
Youve now worked through six lessons designed to shape up your speech. If
Ive succeeded in my goal for this course, youre now able to speak more
confidently and better able to communicate with your listeners - and this
improved ability to communicate is already translating into more success for you
in your business, job or profession.
6.
BARRIERS TO COMMUNICATION
What You Heard is NOT What I Said! The Keys to Effective Communication
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Lack of interest
Lack of knowledge
Lack of communication skills
Emotional distractions
Physical distractions
No provision for feedback
Inadequate feedback
Lost time
Feelings of resentment
Rumors
Poor relationships
Because these results can greatly affect the cohesiveness and effectiveness of a
group, it is critical that all members be aware of them and help safeguard against
them.
7.
IN SUMMARY
Show, Slide 43, In Summary Slide Divider
People today have more choices of communication methods than ever before.
There are . . .
Face-to-face conversations.
Meetings.
Telephones in offices, cars and airplanes.
Memos, letters and telegraphs.
Electronic mail and FAX messages.
Media methods (such as, newspapers, magazines, radio, television).
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What You Heard is NOT What I Said! The Keys to Effective Communication
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