Communication Skills

1
Communication Skills

• Jane Honeybourne
• www.westburytraining.co.uk

2
Session Outline

• Qualities of good communication
• Theory and practice of communication
• Key skills
• Communicating to influence

3
Exercise

• Do more of this.
• Start doing this.
• Do less of this

4

• What is
• good / effective communication?

5

• What is the greatest obstacle
• to effective communication in your organisation?

6
Communication Breakdowns

• Individual / organisational
• How?
• Where?
• When?
• Why?
• Consequences

7
Speaking and Listening

• Average person speaks (transmits) at 125 - 140
  WPM
• Average person listens / thinks (receives) at
  400-600 WPM

8
Keys to Effectiveness

• Manage your own transmission
• Make receiving interventions

9
What Affects Listening

• Subject Complexity
• Speaker
• Message
• Environment

10
Communication Equation

• When a message is both verbal and non-verbal, the
  nonverbal message may have more impact on the
  receiver than the words alone.
• words 7
• facial expressions 55
• vocal tones 38

11
Ego States in Communication
Parent
Adult
Child
12
Filters

• Associated / Disassociated
• Towards / Away From
• Match / Mismatch
• Big chunk / Small chunk
• Past / Present / Future
• Internal / External

13
Key Skills

• Building and Maintaining Rapport
• Active Listening
• Effective Questioning