SOFT SKILLS

األتصال مهاراتCommunication Skills

Communication Skills

• Listening

• Speaking

• Reading

• Writing

Definition االتصال معنى ما

Exchange information to gain Understanding and action

Three Golden rules

• The three golden rules of communication ARE TO BE:

• Clear

• Brief

• Relevant

Outcome of Effective communicationالفعال األتصال نتائج

• Interpersonal Relation Satisfaction.

• Work Motivation.

• Get the responses you want.

• Gain other departments’ cooperation to implement ideas .

• Improve work environment.

Forms of Communicationاألتصال وسائل

Communication Form

Verbal Non-Verbal

Verbal Communication

• Verbal Communication occurred by using words.

• Ensure Your Words Are Always Understood.

Non-Verbal Communication

• Non-Verbal Communication is a communication exchange that does not use words or may use words to carry more meaning than the strict definition of the words themselves .

Non-Verbal Communication

• Eye Contact.

• Voice Control.

• Body Language.

• Posture.

UNDERSTANDING MESSAGES

• Even if someone decides to say nothing they are still communicating.

• Sometimes the silence speaks louder than words.

•Research has shown that when someone has given a spoken message, only 7% of the listener understanding and judgment of the message comes from the words themselves, 38% from the way the message was spoken (accent, tone, inflection etc.) and 55% from the speaker body language (facial expressions, eye contact etc.)

UNDERSTANDING MESSAGES

Manager

Subordinate Subordinate

Vertical Communication

Manager

Subordinate Subordinate

Horizontal Communication

Oral Communication

Oral communication takes

place in face-to-face

conversation, group

discussion , telephone

call,…etc

Written Communication

Written communication can

be achieved by different

ways like business letter ,

memos , e.mail ,…..and

convey resume.

What about meeting??

• Meeting is a mean of communication may need all mentioned forms of communication.

• All levels of managers often arrange meeting.

How to run an effective meeting??

Meetings are wonderful tools for generating ideas and managing group activity BY:

• Good Preparing.• Managing a Meeting.• Time Keeping.• Issuing Minutes.

Electronic Communication

E.mail is one of the most

benefiicial tool of cmmunication .

• Use Headlines.• Make One Point per Email.• Specify the Response You Want.• Be a Good Correspondent.

Communication Process

Interference األتصال تشويشInterference includes the following to the

required message

• Distortion

• Deletion

• Addition

Sources of Interferenceالرسالة تشويش مصادر

• Sender

• (Incoherent for any reason)

• Formulating>>>> Bad Encoding

• Message >>>>>Not clear

• Receiver

(Unable or not interested to receive)

• Feedback

(Inadequate feedback-feedback type)

How to minimize Interference

• Use Interactive Listening

• Use Questioning Techniques

• Interpret Body Language

• Chose & Use right communication Method

• Be on the same wavelength

LISTENING SKILLSاالنصات فن

• Listening does not mean shutting your mouth and opening your ears!

• That is HEARING...!

• Good listener participates actively in the information exchange.

Listening Skills

You must be able to listen attentively

How to be an active listener• Start by Understanding Your Own

Communication Style.• Think before speaking.• Pay attention to speakers .• Use Nonverbal Communication .• Give Feedback.• Use Question Techniques.

Improving Your Listening Skills

1.Briefly restate what you have been told.

2.Pay attention!

3.Consider the source.

4.Discipline yourself.

5.Want to listen.

6.Do not interrupt.

NINE KEYSTO

BETTER LISTENING

1. Learn to recognize how important listening is to you and your job - you can't get ahead without it.

2. Relax when you feel tense. This makes communicating easier.

3. If you find yourself preoccupied, use empathy to force yourself to listen.

4. Tell yourself you are interested in what the other fellow is saying. Remember, self-centered people are poor listeners.

Nine Keys to Better Listening

5. Judge the worth of what you've heard after you have heard it.

6. Ask the other person for his ideas. Don't appear unwilling to listen.

7. Do not doodle or try to do two things at once, concentrate on what is being said.

8. Don't listen only to what the speaker says, listen to what he means.

9. Make listening the hi-fi of your communications. Remember, thousands of moneymaking ideas go unrecognized because people don't listen.

Nine Keys to Better Listening

Be Prepared To Listen

– Ask yourself "What new things can I learn from this person?"

– There is no such thing as an uninteresting subject.

• There are only uninterested people..!

-Make sure you have paper and pencil.

-Move away from distraction.

Questioning Skills

You must develop your questioning skills

• To minimize interference in your communication

• To get High quality information

Questioning Skills

Questioning Style

A ) CLOSED

• There is only one answer

• YES / NO Questions

• B ) OPEN

• There are many possible answers

Communication Barriers األتصال عوائق

• Individual barriers شخصية

• Organizational barriers من خاللالمؤسسة

Individual barriers

• Conflicting. التعارض • Credibility about the subject مصداقية

المقدم . الموضوع• Reluctance to communicate األتصال مقاومة• Poor listening skills. األنصات مهارات ضعف• Predispositions about the subject. رفض

للموضوع مسبق

Organizational barriers• Semantics. المؤسسة ولوائح قوانين

• Status or power differences. فروقاتووظيفية ادارية

• noise. للتواصل جيدة بيئة وجود عدم

• Overload. معتادة الغير العمل ضغوط

How to Remove Barriers??

Problems with communication can pop-up in different stage :

• Sender...• Message...• Channel...• Receiver...• Feedback...• Context...

Make good environment of effective communication

at all

Communication and Interpersonal Skills

Improve your people skills and workplace communication techniques through interpersonal skills training

cooperation across entire organization.

Golden Tips of communication

1. Don't take another person's reaction or anger personally.

2. Don't have to have all the answers.

3. Respond (facts and feelings); don't react (feelings) .

4. Understand that people want to feel heard more than they care about whether you agree or not.

Golden Tips of communication

5-Remember that what someone says and what we hear can be amazingly different!

6-Acknowledge inconvenience or frustration and offer a timeline, particularly if you need someone else's cooperation.

7-Look for common ground instead of focusing .

8-Remember that change is stressful for most people .

Golden Tips of communication

9-Work to keep a positive mental focus.

10-Improve your listening skill .

Prepared By:Eng.Amal Ibrahim

Contact Info.

Amal_prod@yahoo.com01228314263