Effective Communication Skills in Workplace

Effective Communication Skills in Workplace

1. Effective Communication Skills Training Trainer: Jofel Suan Duration: 4 hours Welcome Participants Enjoy!!

2. Fun Facts ! 2 Increased productivity 25 % Improved relationships with colleagues 54 % Increase customer satisfaction 60 % Effective Communication in Workplace Poor Communication in the Workplace Reasons of failure 86 % Increases stress of employees 50 % Wasted Time and money 28%

3. Activity 1: Introduce Yourself Write down your Name, Position, Department and expected to learn Place on the board and discuss on the front Get questionnaire from the box and answer the question. 3

4. Purpose The company invested in training of employees on effective communication skills to Improved Productivity, Increase Efficiency and Reduce Stress by Clear communication within teams that reduces misunderstandings, delays, and rework. Employees who communicate effectively can collaborate smoothly, delegate tasks efficiently, and solve problems faster. Reduces Misunderstandings and Errors. 4

5. Learning Objectives At the end of presentation the participants will be able to learn/apply; Importance of effective communication skills Process of Effective Communication Channels of Communication Barriers to effective communication Verbal and Non- Verbal Communication Improving effective listening skills 5

6. What is Communication? 6 Latin word “ communis ” which means to share i.e sharing of ideas , concepts, feelings & emotions . Expressed in written , spoken, action , symbols and signs Main objective of Communication is “Common Understanding”

7. Video: Case Study 7

8. Activity 2: Impact of Communication to your Job Answer the following in your worksheet 1. In your opinion, how effective communication helps your job? 8 Answer the following in your worksheet 2 . Write at least 1 impact of miscommunication or misunderstanding

9. Importance of Effective Communication 9 Develop personal and professional skills Key driver of success in the workplace

10. Process of Effective Communication Objective is Common Understanding

11. Channels of Communication 11 Written Message Spoken Word Action/ signal Email/ Electronic Signs/ Symbols Brand Logo /Symbol Message could be via physical or electronically

12. 12 A volunteer will dictate the items from the handout given to him. You have to follow the instructions & draw the same in the sheet of paper accordingly. The Volunteer will then compare the original items with you. Activity 3: Pictionary

13. Barriers of Effective Communication Studies tell 70 % of mistakes in the workplace are a direct result of poor communication…..

14. BARRIERS Barriers People generation Role expectations/Power dynamic Language barrier Culture differences How to properly address Identify the target audience Use formal in workplace setting Translate properly Interpret properly Barriers of Effective Communication

15. BARRIERS Barriers Unclear purpose Lack of planning Emotional bias Voice Quality / Typo/ Vocabulary Body Language How to properly address Ensure a clear purpose Draft and review the message Be reasonable, logical and just Ensure correct spelling, proper Body posture, proper voice tone Barriers of Effective Communication

16. BARRIERS Barriers Irrevalant message to receiver Language barrier Preconceive Notion Complex words/ technical How to properly address Tailor message to receiver Translate/ interpret properly Use simple words as possible Barriers of Effective Communication

17. BARRIERS Barriers Inappropriate channel Technology glithes Physical barriers (environment , noise, temperature, safetyness 4. Equipment downtime How to properly address Choose right channel Ensure working equipment/tools Be reasonable, logical and just Equipment maintenance/care Barriers of Effective Communication

18. BARRIERS Barriers Language barrier Culture difference Personal biases How to properly address Translate/convert properly Listen Actively Interpret correctly Be reasonable, logical and just Focus on details of the message Barriers of Effective Communication

19. BARRIERS Barriers Fear of judgment Lack of confidence Unclear communication How to properly address Focus on result Response to needs Verify the details and response Barriers of Effective Communication

20. 20 Activity 4: Charades The participants will align and face in the same direction. The last person will act according to written instruction show to the person next to him. The other person will mimic the action show to the next person. This action will continue until all participants are done. The action of the first and last first will be compare lateer .

21. Activity 6: Address communication barrier Answer the following in your worksheet Read the given scenario. What is the communication barrier and how you will handle it properly? 21

22. Proper channel Active Listener Verbal Skills Writing Skills Body Langauge Improving Communication Skills

23. Improving Communication Skills Nature of information Urgent (video call, Phone call , msg) Complex (email) Confidential (F2F , private email) Formality (Formal-email) Audience Who are you trying to reach? (audience preferences) Team size Company Culture What communication styles are encouraged in your workplace? 1. Choose the right Channel

24. 24 Improving Communication Skills "We have two ears and one mouth so we can listen twice as much as we speak"

25. Listening …. the psychological process of receiving, attending to, constructing meaning from, and responding to spoken or nonverbal messages Hearing = physiological Listening = psychological 25 Improving Communication Skills 2. Active Listening

26. 85% of what we know is from listening 45% of our time is spent on listening A person recalls 50% of what they just heard …. only 20% of it is remembered long term 26 Improving Communication Skills 2 . Active Listening

27. 6 Basic reasons why we do not Listen 27 A Assumptions R Roaming Mind E External and Internal Distractions     Y Your Interpretation and Distortion O Over Stimulation U Unclear Speaker

28. How to improve your listening skills? 28 Maintain eye contact with the speaker Focus on content than on the way that it is being said. Avoid selective listening Avoid distractions Ask questions to stay active and interested. Face the speaker Respond appropriately – say yes, no, etc. Do not be preoccupied with your own thoughts.

29. 29 Activity 5 : Police and a Criminal Each participants will draw a paper in the box. Don’t show to anyone what is written. It could be Police or Criminal. The goal is to guess who is the criminal. Each one will ask question to one another and try to catch him. All participant will make a vote for whos the criminal. The game will continue until the criminal will be caught or only the criminal left (won).

30. 3 . Improve verbal communication 1. the tone of voice was much more influential than the words 2. Facial expressions, like a smile or a frown, have the most influence on how we understand the message What said? How it said? Body language

31. 31 3 . Improve verbal communication Tailored message for better engagement Clarity and avoiding misunderstandings Striking the right tone and phasing Building rapport and credibility.

32. Effective written communication that you can refer to when creating and revising documents: 1. Use a Plain and simple Language approach 2. Define the Purpose of your Written Document 3. Only include important and relevant information 4. Keep sentences and paragraphs short 5 . Assess the Usability of Documents: Listen to Your Readers and feedbacks 32 4 . Improve written / Email communication

33. 33 4 . Improve written / Email communication 2. Salutation 3. Greetings 4. Purpose 5. Call for Action 6. Sign out 7. Signature Block (Agenda – Brief , Actionable) Hi Mr.John , (consider relationship) Good morning, This emails is to…… May request to….If possible… Would you mind.. Can we discuss… Looking forward for response…. Hopefully you consider…Let me know… Thanks, Peter Position Company 1. Subject line

34. 34 4 . Improve written / Email communication

35. 35 4. Improve Body Language Body language is the way we communicate through our physical behavior, without using words

36. 36 Type of Body Language P OSTURES & GESTURES How do you use hand gestures? Stance? EYE CONTACT How’s your “Lighthouse”? ORIENTATION How do you position yourself? PRESENTATION How do you deliver your message? LOOKS Are your looks, appearance, dress important? EXPRESSIONS OF EMOTION Are you using facial expressions to express emotion? PEOPLE

37. Example of Body Language 37 Looking down while speaking can indicate submission, shyness, or sadness . Looking Down

38. Example of Body Language 38 Prolonged , intense staring can be seen as intimidating, aggressive, or even a sign of attraction Staring

39. Example of Body Language 39 Maintaining eye contact for a moderate amount of time (around 60% of the conversation) generally indicates confidence, interest, and attentiveness Direct Eye Contact

40. Example of Body Language 40 This gesture is often associated with confidence and evaluation . It can signal that you're listening attentively, analyzing information, or forming an opinion Steeplechase Hand Position

41. Example of Body Language 41 A genuine smile with crinkled eyes and open palms is a sign of openness, friendliness, and welcoming behavior . Wide Smile and Open Palms

42. Improve the Body Language 42 firm grip shows confidence and engagement. Match the other person's grip strength. (not too tight or too loss).

43. Example of Body Language 43 This projects confidence and openness. Stand tall with your shoulders back and relaxed, not hunched . Show open palm , forward.

44. Example of Body Language 44 Leaning in towards someone shows that you're interested in what they have to say and engaged in the conversation Leaning In

45. Example of Body Language 45 Crossing your arms creates a physical barrier and can signal that you're closed off, disagreeing with something, or uncomfortable in the situation . Crossing your arms and legs

46. Misinterpretation of Body Language 46 Unconscious Habits Cultural Differences Individual Baseline Don’t Focus in single body language!

47. Improve the Body Language 47 Body Language Standing Sitting Posture / Gesture Stand Straight, hand gesture (open, temple, relax) Straight / feet flat on floor/ arms on armrest / relax hands Eye Contact Eye to eye Eye to eye Orientation Proper distance Lean forward Presentation Looks Consider to wear appropriate to the place/task Expression/ Emotion Gentle smile, relax Be aware of your Body Langauge !

48. Summary 48 The objective of effective communication is common understanding. Effective communication skills helps to develop our personal and professional skills, and these will lead for us to performed better in our job. Proper selection of channel for communication will give higher chance of success in effectively communicating. Decoding and imposing proper language is an edge for better communication.

49. 49 Thank you