Building your

Communications Skills

Mohamed Hamed
Hamed

AGENDA

Definition.

The Communication Process.

Intra-personal Communication.

Interpersonal Communication:
Listening
Speaking
Body Language

Communication Styles.

Statements.

Live without

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Life without communication

Definitions

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Definition
What is communication..?
Why I need to communicate..??

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What is communications..?
Communication is a process of sending
and receiving message between people it
could be understand or not

Or
exchange of information, ideas,
and/or feelings between one person
and another

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Why I need communicate..??

To understand your self first.

To understand people you live with.
To build & Improve my relationship.
To understand ours and others behaviors.
Its as human need.

You cant leave without

Communication
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the most common ways

we communicate with
Spo
ken
Wo
rd

s
ge
a
Im
l
a
u
Vis

Bo
dy

ord
W
en
t
t
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La
ng
ua
ge

How communication Done

1.What we do.
2.How we look.
3.What we say , and How we say it

Model

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Communication Model
Sender
Encoding

Message
Channel

Physical

Noise

Receiver
Decoding

Psychological

Lingual
Feedback

Response

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Obstacle facing this model

Physical.
Psychological.
Lingual.

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Obstacles facing this Model

You are not clear in your massage.
The listener doesn't care with what you
say.
More complicated terminologies
boring details.
Interruptions.

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Word of Wisdom
If

you

are

communicate

not

able

successfully

to
with

yourself, how are you supposed to

make

it

with

the

strangers

outside?
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Building your
communication Skills

Intrapersonal
Communication

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Perception
Perception
what
you
see
is
what
you
get
what you see is what you get

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Perception
is how you receive , understand
messages from people you
communicate with
& from the
world around you & how you arrange
those messages and understand it
so that they mean something to
you.
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What you see is what you

get

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What you see is what you get

1.

Appearance : age, gender, language, clothing ,style.

2.

Association : work, education, home, club

3.

Interests : hobbies, friends

4.

Thoughts :values and beliefs

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Word of wisdom
Perception is projection

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Get Over Perception

Don`t depend on your impression.

State your observation & interpretation.
Ask for clarification.
Noooooo judgment.
Noooooo Evaluation.

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Word of wisdom
Its what people say hurt US
its how we take it

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Is Perception right..??

Discussion

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Interpersonal
Communication

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Interpersonal
communication

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Emotion Bank account

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Emotional bank account

The key to unlocking the hearts and minds
of the people you interact with and
building trust in your relationships is
remembering that

the little things make a difference.

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Strong & Productive Relationships Require

Emotional Deposits
Simple Smiles
Choosing beauty words.
Pleasant Greetings.
Kindness .
Apologies.
Clarifying Expectations.
Compliments.
Say I love you.( fi Alaah)
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Strong & Productive Relationships Require

Emotional Deposits
Understanding the individual
Care with other partner feeling.
Attending to little things
Keeping commitments
Say Thank You.
Apologizing sincerely
Being loyal to the absent
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SINCERE DEPOSITS
The emotional deposits we invest in
people MUST be SINCERE in order for
them to be effective.
People can sense a fake from a mile
away!

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Our Constant Relationships

personal lives, our husbands/wives,
children, family members and friends
are the people we need to make the
most emotional deposits

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Emotional withdrawals?

Breaking Promises.
Unkindness.
Rude .
Break Expectations.
Disloyalty.
Pride.
Sarcasm.
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Remember
Deposit increase your EBA

Withdrawals decrease your EBA

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Understand mean three words

People are deferent

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AGENDA

Definition.

The Communication Process.

Intra-personal Communication.

Interpersonal Communication:
Listening
Speaking
Body Language

Communication Styles.

Statements.

Live without

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Personal Skills
Listening and speaking
Behavior

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Rule

Seek First To Understand

Then To Be Understood

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Word of wisdom
"At the bottom of things, most
people want to be understood
and appreciated."
The Buddha

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Listening
Skills and Behavior

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The Science Of Listening

(Why do we listen?)

Hearing is
Physiological
*
Listening is
Psychological
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The Value of
Listening
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STAGES OF LISTENING
Receiving.
Understanding
Remembering
Evaluation
Responding

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RECEIVING
Verbal message
What is said
Non verbal messages
What is not said

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Understanding
Get ready to listen
Relax tune in to the words
Give your whole attention to the
speaker
Listen to understand rather than
disprove
Control your emotions

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Remembering
Memory in listening is not
reproductive but it is just
helping to build right perception.

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Evaluate
Evaluate the speakers emotions
and underlying intentions and
drives
It is Subconscious
It may contain critical analysis
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How to improve your evaluation

skills ?
Resist evaluation until you fully
understand the speakers point of
view.
Assume that the speaker of good well
.
Ask to clarify.
Distinguish facts from personal
opinions.
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Levels Of Listening
Empathic
Listening
Attentive
Listening
Selective
Listening

Pretending

Ignoring

The Intent to
understand

Paying attention on the

words said

Hearing certain parts of the

conversation

Yeah! Huh.. Right

Not really listening at all

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Barriers
Assumptions.
Emotions judgment.
Evaluation.

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Statement 3
To understand another
person, we must be willing to
be influenced by this
persons point of view.

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Listening Behaviors
Focus

LISTEN

Be quiet
Maintain a listening posture
Make encouraging gestures
& sounds

Reflect
Ask open-ended questions
Restate content
Reflect feelings

Summarize
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State your understanding of

the situation 59

Value of listen

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When you listen !!!

Nooooooo fast point of view.
You learn how to make logical
judgment.
Listen make the other people accept
our point of view.
we are not alone in this world.
Make other to express them self.

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Word of wisdom
)
,
( .
)

..
(.
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Good listening signs

Recall what you heard.
Asking Questions to help you to
understand.
Give the talker Emotions signs.
Your summarize.

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Barriers facing listening.

No concentrate.
Exhausted.
Busyness mind.
Your feeling that you have fast
understanding.
Busy with preparing the answers.
Interruption.
poor face expression.
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Statement 4
Seeking first to
understand is the key to
making people do what you
want.

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Speaking behaviors
Perception Is Reality

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Speaking
Speaking is a human need for every
body
Why we speak.???
When we speak.???

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Why we speak
Speak is a tool to express my self.
Speak is the way we make others
understand us.
Speak is a professional tool.

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When we speak
We have to know what we will talk
about.
Speak when I want to explain
something.
When I want to help someone to
understand me.
When Im a part of conversation.
Remember tow ear and one tang.
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When we talk care with

Physical.
Psychological.
Lingual.

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Speaking
behaviors

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Speaking Behavior
Organize
Determine the others needs.
Decide what result you want.
Plan key points.

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Speaking Behavior
Express
Give a background on the topic
State and support your idea
Address the others concerns

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How to express

Use simple language.

Story telling and examples.

Pause every once in a while.

Say one thought in each

sentence.
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Speaking Behaviors
Check
Check their understanding.
Check feeling.

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How to check
Ask a Question related with subject.
Observe the other partner face and
eye contact.
Check the feedback and response.

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Non-Verbal
Communication

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Non-verbal Communication

It is like underlining or CAPITALIZING the

ideas you want to stand out.

Sent & received subconsciously.

More tied to feelings than verbal

messages.

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Non-verbal MESSGES

Body Communication.
Facial Communication.
Eye Communication.
Silence.

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Non-Verbal Communication
(all means of communication except words)

Tone of Voice.

Distances

Speed of speech Gestures/movement

Breathing.

Clothing
Facial Expressions.

Eye Contact.

Eye Movement.
Choice of words.
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Indifferent

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Aggressive

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Happy

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Very angry

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Naively happy

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Exhausted

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Sad

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Pretending to be Happy

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upset

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Doubting

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Communication &
Trust

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Communication and trust

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Communication
Styles

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Lose/Win

Win/Win

Lose/Lose

Win/Lose

Low

Consideration

High

Options in
Communication

Low

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Courage

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High

Dealing with conflict

1. Separate the people from the problem.
2. Define Problem in Terms of Needs.
3. Generate Possible Solutions.
4. Agree on objective standard.
5. Evaluate then Agree to a Solution.
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Handling Objections
Define the real objection
Ensure understanding
Handle the objection

Hamed


Mohamed Hamed
Mhamed_82@hotmail.com
010 540 22 32
Hamed

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 Building the good first impression

Care of perception
Care of your behaviors

How to use communication to build life relation

Understanding your self and communications style
Control your communications style
Learn understand and discover others style
Communicate