Basic communication skills

Instructor: Hoang Anh Duy, MBA Email: duyha@ftu.edu.vn PROCESS OF COMMUNICATION Communicate for the first meet • • • • • • • Stand up when you meet someone Smile Use eye contact Introduce yourself actively Shake hand Exchange name card Remember his/her name for the 1st time you meet him/her • Listen to him/her • Only call their nickname if they wish to Space Distancing  Close space: > 50 cm  Private space: 50cm > 1,2 m  Social space: 1,2 m > 3,6 m  Public space: > 3,6 m Types of communication Communication Verbal communication Non-Verbal communication Remember ABC 5C 7C November 2012 ABC Principle • Accuracy • Brevity • Clarity 5C & 7C Principle Clear Complete Concise Correct Courteous Consistency Cautious Ineffective Communication Case 1: Today, the supervisor of a cake shop received 50 cakes from the supplier She is so disappointed because she is sure that she phoned to order only 15 cakes yesterday These cake cannot be kept longer, so if they are not sold today, she has to throw them away Case 2: An insurance company sent their offers to a large number of customers Some of these customers were dead So, the offers made their family sad • Case 3: A perfume firm advertised their products during the interlude of an international football match because this is an attractive program However, their sales did not increase • Case 4: A company will rehearse a prevent-and-fightfire program and board of management will send a list of employees who should be involved in this rehearsal However, on the day of rehearsal, a manager doesn’t receive the list, so he decided all 40 employees in his department stay there This caused higher cost for the company, so they need to organize another rehearsal SPEAKING STYLES • Direct: • Courteous: • Ironic/derisive • Allusion/Implication: Effective speaking skills • Thinking before speaking! • Prepare what you will say • Gain listeners’ attention • Speak briefly, easy to understand • Use usual and popular statements and idioms • Use suitable tone in the context • Ask for feedback (repeat) LISTENING SKILLS Listen vs Attentively listen Listen Attentively listen Only use ears Use ears and brain/intellect Physical process, unconsciously Analyze, select, store and reject Receive sound by physical respond Pay attention, analyze and understand Passive process Active process Listening & Attentively Listen levels Đồng cảm Concentrate Select Pretend Ignore Listening Skills Real listening is an active process that has three basic steps • Hearing Hearing just means listening enough to catch what the speaker is saying • Understanding The next part of listening happens when you take what you have heard and understand it in your own way • Judging After you are sure you understand what the speaker has said, think about whether it makes sense Obstacles of attentively listening • • • • • Speaker (appearance, voice, styles…) Context/Environment (noise, large,…) Culture barriers (language, norms, beliefs,…) Background/Knowledge Listeners’ feelings and attitudes (unhappy, arrogant, prejudice,… Listening Skills Tips for being a good listener: • • • • Give your full attention on the person who is speaking Make sure your mind is focused Let the speaker finish before you begin to talk Let yourself finish listening before you begin to speak! You can't really listen if you are busy thinking about what you want say next Listening Skills • Listen for main ideas The main ideas are the most - They may be mentioned at the start or end of a talk, and repeated - Pay special attention to statements that begin with phrases such as "My point is " or "The thing to remember is " • Ask questions: - If you are not sure you understand what the speaker has said, just ask - It is a good idea to repeat in your own words what the speaker said so that you can be sure your understanding is correct - For example, you might say, "When you said that no two zebras are alike, did you mean that the stripes are different on each one?" • Give feedback: - Sit up straight and look directly at the speaker - At appropriate points you may also smile, frown, laugh, or be silent - These are all ways to let the speaker know that you are really listening Remember, you listen with your face as well as your ears! WRITING SKILL Outline Style Chronological Narrative Problem/ Solution Shows events in order as they occurred Takes the audience on a journey through a flowing presentation States the problem, the why’s, your solution, and a summary States the cause and explains the effects Cause/ Effect Outline Style Topical Divides the general topic into several subtopics Journalistic Uses some or all of the what, who, where, when, why, and how questions Questions Outline Format Introduction Outline Format Body Conclusion Writing Skills • The acronym AIDA is a handy tool for ensuring that your copy, or other writing, grabs attention The acronym stands for: - Attention (or Attract) - Interest - Desire - Action Writing Skills Attention/Attract • In our busy world, everybody need to be quick and direct to grab people's attention Use powerful words, or a picture that will catch the reader's eye and make them stop and read what you have to say next Interest • This is one of the most challenging stages Gaining the reader's interest is a deeper process than grabbing their attention Help them to pick out the messages that are relevant to them quickly So use bullets and subheadings, and break up the text to make your points stand out • Rhetoric is the ancient art of using language to persuade If you use it well, your audience will easily understand what you're saying, and will be influenced by your message Writing Skills Desire • As you're building the reader's interest, you also need to help them understand how what you're offering can help them in a real way The main way of doing this is by appealing to their personal needs and wants Action • Finally, be very clear about what action you want your readers to take; for example, "Visit www.ftu.edu.vn now for more information” ... m  Social space: 1,2 m > 3,6 m  Public space: > 3,6 m Types of communication Communication Verbal communication Non-Verbal communication Remember ABC 5C 7C November 2012 ABC Principle • Accuracy... Contact Haptics: The communication of touch Proxemics: The Communication of space & proximity • Chronemics: The effect of time on communication • Smile Body Language • It is communication of personal... use them in place of verbal communication • Body language & other non-verbal cues occupy 93% of our communication whereas speech takes only 7% Types of Non-verbal Communication • • • • Kinesics: