Giao tiếp thành công Success in Communications skills

Florida 4-H Leadership Series Communications The activities in this lesson are taken from Unlock Your Leadership Potential, Leader’s Guide, Florida 4-H Program “Communication is the single most important leadership skill.” Lin Bothwell The Art of Leadership Leadership is Enacted Through Communication Communication Oriented Responsive and receptive to questions from participants Ask and persuade rather than order or command Explain the reasons behind changes and policies Types of Communication Speaking Listening Non Verbal Writing Communication Apprehension Group Discussions Public Speaking One on One Formal Meetings Talking Terror Interpreting Your Score Low CA: Overall score is less than 55 Low CA’s talk a great deal; they even talk with people when they are not particularly motivated to talk High CA: Overall score is greater than 83 High CA’s are more withdrawn in conversation and appear tense and shy Moderate CA: Overall score is between 55 and 83 Moderate CA’s recognize that at times there are times to talk and times when they should not talk Their level of participation in conversation varies Listen To Me! Activity Listener Evaluator Solution-Seeker Show interest Be understanding of the other person and use words such as “I see” or “I understand” to confirm your understanding If there is a problem, listen for the cause and single it out Help person associate problem with the cause Encourage the speaker to develop ability and desire to solve his or her own problem Learn to be silent Restate what the speaker has said to let him or her know you are listening End the conversation by repeating and confirming what has been discussed Concentrate intently on the speaker Practice reinforcing nonverbal behaviors, such as leaning forward, establishing and maintaining eye contact, etc Be alert and attentive Imagine yourself in this person’s place Good Listening Is An Active Skill Observing – what one does Hearing – what one says and how one says it Feeling – how one is feeling Sensing – what one has not said, but wishes to or means to say Listening Skills Have a purpose or reason for listening Ask questions Provide speaker with verbal and nonverbal feedback Be aware of your attitudes towards the speaker and attempt to listen objectively Wait before responding Do not formulate your response while the speaker is delivering the message 10 Listen with your eyes as well as your ears Listen for feelings as well as information Look for important themes Avoid imposing your values on the speaker Listen in a non-judgmental way 10 Overlook negative aspects of the speaker’s delivery which might interfere with your understanding the message 11 Nonverbal & Verbal Cues Uh Um 12 I/You Messages YOU I 13 Change the following You messages to a more positive I message You never call me I wish you would call me more often You don’t listen to me! Sometimes I feel I am not being listened to Everyone here hates me! I sometimes feel people dislike me That’s a dumb idea Maybe we could try a different idea No one does anything here Let’s everyone work hard together You annoy me, go away! Leave me alone! I need some time to myself right now I feel that you don’t have time for me anymore Is something wrong? You lied to me Who invited you! 10 You did a horrible job 10 I think you can a little better 11 You make me so mad 11 I get angry at you sometimes when you… 12 You are so inconsiderate! 12 I don’t think that I was told the complete truth I didn’t know you were coming Sometimes I think you don’t consider how I feel 14 Discussion Leadership Qualities of the Leader Interest in the topic Able to balance the viewpoints Has a basic plan, but is flexible Able to involve everyone in the discussion Directs the discussion, keeps focus on goals 15 Review – Communications That Empower Active Listening Asking for more information Paraphrasing Checking your assumptions about the other person’s feelings Sharing information to help the other person understand your point of view Reporting your own feelings Offering alternatives Vineyard & Lynch: Secrets of Leadership 16 17 Talking Terror Indicate in the space provided the degree to which you agree or disagree with each statement by noting whether you: Strongly Disagree; Disagree; Are Undecided; – Agree; – Strongly Agree There are no right or wrong answers Work quickly to record your first impression You not have to answer any question you not wish to answer _ I dislike participating in group discussions _ Generally, I am comfortable while participating in group discussion _ I am tense and nervous while participating in group discussions _ I like to get involved in group discussions _ Engaging in group discussion with new people makes me tense and nervous _ I am calm and relaxed while participating in group discussions _ Generally, I am nervous when I have to participate in a meeting _ Usually I am calm and relaxed while participating in meetings _ Usually, I am calm and relaxed when I am called on to express an opinion at a meeting _ 10 I am afraid to express myself at meetings _ 11 Communicating at meetings usually makes me uncomfortable _ 12 I am very relaxed when answering questions at a meeting _ 13 While participating in a conversation with a new acquaintance, I feel very nervous _ 14 I have no fear of speaking up in conversations _ 15 Ordinarily, I am very tense and nervous in conversations _ 16 Ordinarily, I am very calm and relaxed in conversations _ 17 While conversing with a new acquaintance, I feel very relaxed _ 18 I’m afraid to speak up in conversations _ 19 I have no fear of giving a speech _ 20 Certain parts of my body feel very tense and rigid while I am giving a speech _ 21 I feel very relaxed while giving a speech _ 22 My thoughts s become confused and jumbled when I am giving a speech _ 23 I face the prospect of giving a speech with confidence _ 24 While giving a speech, I get so nervous that I forget facts I really know 18 Talking Terror Score Sheet This score sheet will help you compute an overall communication apprehension score and a summary of your apprehension in four specific situations: group, meeting, dyadic (one on one), and public Group Score: Question _ Meeting Score: Question _ +Question _ + Question _ +Question _ + Question 12 _ Total _ Total _ - Question _ - Question _ - Question _ - Question 10 _ - Question _ - Question 11 _ Total _ Total _ Add 18 Add 18 Final Score _ Final Score _ Dyadic Score: Question 14 _ +Question 16 _ +Question 17 _ Total _ -Question 13 _ -Question 15 _ -Question 18 _ Total _ Add 18 Final Score _ Public Score: Question 19 _ +Question 21 _ +Question 23 _ Total _ -Question 20 _ -Question 22 _ - Question 24 _ Total _ Add 18 Final Score _ Overall Communication Apprehension (CA) = Add your group, meeting, dyadic, and public scores Overall CA Score = 19 Jewelry Store The Story A business person was about to lock up the jewelry store when a man holding a bag pushed his way in He demanded that one of the jewelry cases be opened The owner unlocked the jewelry case, and its contest were removed A dog appeared and began barking The man ran away True or False The man pushed his way in before the owner locked the door The man was not carrying anything Someone took jewelry out of the case The story is about two people and a dog The store was protected by a guard dog The robber ran away The man demanded jewelry from the owner Someone unlocked the jewelry case 20 [...]... everyone in the discussion Directs the discussion, keeps focus on goals 15 Review – Communications That Empower Active Listening Asking for more information Paraphrasing Checking your assumptions about the other person’s feelings Sharing information to help the other person understand your point of view Reporting your own feelings Offering alternatives Vineyard & Lynch: Secrets of Leadership 16 17 Talking... participating in meetings _ 9 Usually, I am calm and relaxed when I am called on to express an opinion at a meeting _ 10 I am afraid to express myself at meetings _ 11 Communicating at meetings usually makes me uncomfortable _ 12 I am very relaxed when answering questions at a meeting _ 13 While participating in a conversation with a new acquaintance, I feel very nervous _ 14 I have no fear of speaking... comfortable while participating in group discussion _ 3 I am tense and nervous while participating in group discussions _ 4 I like to get involved in group discussions _ 5 Engaging in group discussion with new people makes me tense and nervous _ 6 I am calm and relaxed while participating in group discussions _ 7 Generally, I am nervous when I have to participate in a meeting _ 8 Usually I am calm... fear of speaking up in conversations _ 15 Ordinarily, I am very tense and nervous in conversations _ 16 Ordinarily, I am very calm and relaxed in conversations _ 17 While conversing with a new acquaintance, I feel very relaxed _ 18 I’m afraid to speak up in conversations _ 19 I have no fear of giving a speech _ 20 Certain parts of my body feel very tense and rigid while I am giving a speech _ 21... think you can do a little better 11 You make me so mad 11 I get angry at you sometimes when you… 12 You are so inconsiderate! 12 I don’t think that I was told the complete truth I didn’t know you were coming Sometimes I think you don’t consider how I feel 14 Discussion Leadership Qualities of the Leader Interest in the topic Able to balance the viewpoints Has a basic plan, but is flexible Able to involve... eyes as well as your ears 7 Listen for feelings as well as information 8 Look for important themes 9 Avoid imposing your values on the speaker Listen in a non-judgmental way 10 Overlook negative aspects of the speaker’s delivery which might interfere with your understanding the message 11 Nonverbal & Verbal Cues Uh Um 12 I/You Messages YOU I 13 Change the following You messages to a more positive I message... relaxed while giving a speech _ 22 My thoughts s become confused and jumbled when I am giving a speech _ 23 I face the prospect of giving a speech with confidence _ 24 While giving a speech, I get so nervous that I forget facts I really know 18 Talking Terror Score Sheet This score sheet will help you compute an overall communication apprehension score and a summary of your apprehension in four specific... Talking Terror Indicate in the space provided the degree to which you agree or disagree with each statement by noting whether you: 5 Strongly Disagree; 4 Disagree; 3 Are Undecided; 2 – Agree; 1 – Strongly Agree There are no right or wrong answers Work quickly to record your first impression You do not have to answer any question you do not wish to answer _ 1 I dislike participating in group discussions... _ Add 18 Final Score _ Public Score: Question 19 _ +Question 21 _ +Question 23 _ Total _ -Question 20 _ -Question 22 _ - Question 24 _ Total _ Add 18 Final Score _ Overall Communication Apprehension (CA) = Add your group, meeting, dyadic, and public scores Overall CA Score = 19 Jewelry Store The Story A business person was about to lock up the jewelry store when a man holding a bag pushed... up the jewelry store when a man holding a bag pushed his way in He demanded that one of the jewelry cases be opened The owner unlocked the jewelry case, and its contest were removed A dog appeared and began barking The man ran away True or False 1 The man pushed his way in before the owner locked the door 2 The man was not carrying anything 3 Someone took jewelry out of the case 4 The story is about