领导力培训之沟通技巧

EffectiveCommunicationOverviewFunctionsofCommunicationTheCommunicationProcessCommunicationFundamentalsKeyCommunicationSkillsFunctionsofCommunicationControlMotivationEmotionalExpressionInformationTheCommunicationProcessReceiverFeedbackDecodingChannelEncodingSourceCommunicationFundamentalsDirection:DownwardUpwardCrosswiseNetworks:Formalvs.InformalCommunicationNetworksChainWheelAllChannelsBarrierstoEffectiveCommunicationFilteringSelectivePerceptionEmotionsLanguageKeyCommunicationSkillsListeningSkillsFeedbackSkillsPresentationskillsBasicCommunicationSkillsProfile________________________________________________CommunicationOrderLearnedExtentUsedExtentTaught____________________________________________ListeningFirstFirstFourthSpeakingSecondSecondThirdReadingThirdThirdSecondWritingFourthFourthFirstMeaningListeningIsWithTheMindHearingWithTheSensesListeningIsConscious.AnActiveProcessOfElicitingInformationIdeas,AttitudesAndEmotionsInterpersonal,OralExchangeFallaciesaboutListeningListeningisnotmyproblem!ListeningandhearingarethesameGoodreadersaregoodlistenersSmarterpeoplearebetterlistenersListeningimproveswithageLearningnottolistenThinkingaboutwhatwearegoingtosayratherthanlisteningtoaspeakerTalkingwhenweshouldbelisteningHearingwhatweexpecttohearratherthanwhatisactuallysaidNotpayingattention(preoccupation,prejudice,self-centeredness,stero-type)ListeningskillsaredifficulttolearnStagesoftheListeningProcessHearingFocusingonthemessageComprehendingandinterpretingAnalyzingandEvaluatingRespondingRememberingBarrierstoActiveListeningEnvironmentalbarriersPhysiologicalbarriersPsychologicalbarriersSelectiveListeningNegativeListeningAttitudesPersonalReactionsPoorMotivationHowtoBeanEffectiveListenerWhatYouThinkaboutListening?UnderstandthecomplexitiesoflisteningPreparetolistenAdjusttothesituationFocusonideasorkeypointsCapitalizeonthespeeddifferentialOrganizematerialforlearningHowtoBeanEffectiveListener(cont.)WhatYouFeelaboutListening?WanttolistenDelayjudgmentAdmityourbiasesDon’ttuneout“dry”subjectsAcceptresponsibilityforunderstandingEncourageotherstotalkHowtoBeanEffectiveListener(cont.)WhatYouDoaboutListening?EstablisheyecontactwiththespeakerTakenoteseffectivelyBeaphysicallyinvolvedlistenerAvoidnegativemannerismsExerciseyourlisteningmusclesFollowtheGoldenRuleFeedbackSkillsPositivevs.NegativeFeedbackPositivefeedbackismorereadilyandaccuratelyperceivedthannegativefeedbackPositivefeedbackfitswhatmostpeoplewishtohearandalreadybelieveaboutthemselvesNegativefeedbackismostlikelytobeacceptedwhenitcomesfromacrediblesourceifitisobjectiveinformSubjectiveimpressionscarryweightonlywhentheycomefromapersonwithhighstatusandcredibilityDevelopingEffectiveFeedbackSkillsFocusonspecificbehavioursKeepfeedbackimpersonalKeepfeedbackgoalorientedMakefeedbackwelltimedEnsureunderstandingDirectfeedbacktowardbehaviourthatiscontrollablebytherecipientGroupThinkPhenomenainwhichthenormforconsensusoverridestherealisticappraisalofalternativecourseofactionPresentationSkillsIdeas,conceptsorissuestalkedaboutorspokentoagrouporaudiencePublicspeakingisoneofthemostfearedthings“Icouldmakesuchafoolofmyself”SkillsrequiredtogiveagoodpresentationcanbedevelopedPreparationistheKeyPresentationSkillsPreparation/PlanningisthefirststepontheladdertosuccessAspectsinthedevelopmentofagoodpresentationSelfCentered(Self)AudienceCentered(Audience)SubjectCentered(Material)“Iwant(who)to(what)(where,whenandhow)because(why)”PresentationSkillsHelpersWhatdoyouwanttopresent(content)?Whydoyouwanttopresent(purpose)?Wherewillyoubepresenting(place)?Howdoyouwanttopresent(wordstobeusedornot,slidestobeused)Whoisyouraudience?PresentationSkillsPreparation:AudienceAnalysisWhatistheaudienceinterestedinWhatdoestheaudiencewantWhatdoestheaudiencealreadyknowandneedstoknowWhataretheirneeds,expectationsfromthispresentationHowwilltheaudiencebenefitfromthispresentationPresentationSkillsStructurethecontentinlinewiththeaudience’sneedsWhatdoyouwanttotelltheaudience?Whatisyourobjective?PreparekeepinginmindthetimeallottedAnticipatethequestionsandprepareCollectmaterialfromavarietyofsourcesArrangepointslogicallyandsequentiallyPreparehandoutsaswellPresentationSkillsStructuringthepresentation2to2.5mins---opening/beginning20to21mins---middlesection2to3mins---closing/end5mins---questionsPresentationSkillsTheBeginingShouldbecarefullydesignedGetattention-shock,humour,question,story,facts&figures-wellrehearsedyetnaturalMotivateaudiencetolisten-listentotheirneedsPresentationSkillsPreparation–StructureSequenceshouldbelogical&understandableInterimsummaries-RecapsValueofvisualaids-flipcharts,handoutsetc.PresentationSkillsPrepareClosingLast2to2.5minutesareascriticalasthefirstfiveminutesforasuccessfulpresentationSummarize-highlightimportantpointsSuggestaction-whattodoandwhen,whereandhowtodoitPresentationSkillsStageFrightEveryonehasittosomedegreeCanbeusedconstructivelyKeyissueisnoteliminationoffearInsteadchanneltheenergyitgenerat