communication skills THE KV POWER POINT沟通技巧千伏电源点.pptVIP

Bo?az??? University Communication Skills Overview Most common ways to communicate Communication Goals Critical success factor for life The majority of your perceived ability comes from how you communicate Listening Skills Bo?az??? University April 22, 2004 Tom Atkinson Listening and Speaking are used a lot… … But not taught enough Listening is needed everywhere… Listening skills form the basis of: Continued learning Teamwork skills Management skills Negotiation skills Emotional intelligence … But not practiced effectively 70% of all communication is Misunderstood Misinterpreted Rejected Distorted Not heard What if communication were not possible? Frustration and Chaos! Both children want the orange But without good listening, neither gets what they want… Communication Messages not delivered due to “distortion” What causes distortion? Speaker Language Wordiness Semantics Emotions Inflections Listener Perceptions Preconceived notions/expectations Physical hearing problem Speed of thought Personal interests Emotions Attention span No active listening! What do you think about? 30% of you aren’t paying attention right now! Clues that you are not listening Are you simply waiting for your turn to talk? Are you thinking about your reply before the other person has finished talking? Listening and speaking require energy Listening takes. . . concentration and energy curiosity and open-mindedness analysis and understanding Speaking requires. . . sharp focus logical thinking clear phrasing crisp delivery How to be an active listener Set the stage Choose an appropriate physical environment Remove distractions Be open and accessible Maintain relaxed, open posture that shows concentration Ensure mutual understanding Reflect feelings Offer acknowledgements (say “uh-huh”) Paraphrase main ideas Interrupt to clarify Confirm next steps How to be an active listener Understand body language Observe position and posturing Make eye contact Consider expression and gesture