Lectures "Basic communication skills" provides students with the knowledge: Communicate for the first meet, ineffective communication, speaking styles, listening skills, writing skills open and closed questions presented , ... Invite you to consult cabinet details.
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 communicatio n Remember ABC 5C 7C December 12, 2015 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-andfight-fire 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 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” Practice • Look at this letter to Mr Cole (Head of Accounting) and find out what mistakes Mr Brown (Head of marketing) made • Correct them and draft a good letter From: Peter To: Andy Thanks for your ppt documents I will take a look at them tonight and feedback asap OK? Questioning Techniques • Wrong questions - wrong answer! • Right questions can help to improve a whole range of communications skills, such as: better information and learn more; stronger relationships, manage people more effectively and help others to learn too Open and Closed Questions • A closed question usually receives a single word or very short, factual answer E.g "Are you thirsty?" The answer is "Yes" or "No“ • Open questions elicit longer answers, usually begin with what, why, how An open question asks the respondent for his or her knowledge, opinion or feelings E.g "Tell me" and "describe" can also be used in the same way as open questions Questioning Techniques Open questions are good for: • Developing an open conversation: "What did you get up to on vacation?" • Finding our more detail: "What else we need to to make this a success?" • Finding out the other person's opinion or issues: "What you think about those changes?" Questioning Techniques • • • • Closed questions are good for: Testing your understanding, or the other person's: "So, if I get this qualification, I will get a raise?" Concluding a discussion or making a decision: "Now we know the facts, are we all agreed this is the right course of action?" Frame setting: "Are you happy with the service from your bank?" A misplaced closed question, on the other hand, can kill the conversation and lead to awkward silences, so are best avoided when a conversation is in full flow Questioning Techniques Funnel Questions • This technique involves starting with general questions, and then homing in on a point in each answer, and asking more and more detail at each level Probing Questions • Asking probing questions is another strategy for finding out more detail E.g asking your respondents for an example, to help you understand a statement they have made • At other times, you need additional information for clarification, "When you need this report by, and you want to see a draft before I give you my final version?", or to investigate whether there is proof for what has been said, "How you know that the new database can't be used by the sales force?” Questioning Techniques Leading Questions Leading questions try to lead the respondent to your way of thinking: • With an assumption: "How late you think that the project will deliver?" This assumes that the project will certainly not be completed on time • By adding a personal appeal to agree at the end: "Lori's very efficient, don't you think?" or "Option is better, isn't it?" • Phrasing the question so that the "easiest" response is "yes" (our natural tendency to prefer to say "yes" than "no" plays an important part in the phrasing of referendum questions): "Shall we all approve Option 2?" is more likely to get a positive response than "Do you want to approve option or not?" A good way of doing this is to make it personal For example, "Would you like me to go ahead with Option 2?" rather than "Shall I choose Option 2?" • Giving people a choice between two options, both of which you would be happy with, rather than the choice of one option or not doing anything at all Strictly speaking, the choice of "neither" is still available when you ask "Which would you prefer of A or B", but Questioning Techniques • • • • Probing questions are good for: Gaining clarification to ensure you have the whole story and that you understand it thoroughly; and Drawing information out of people who are trying to avoid telling you something Leading questions are good for: Getting the answer you want but leaving the other person feeling that they have had a choice Closing a sale: "If that answers all of your questions, shall we agree a price?" Questioning Techniques Rhetorical Questions • Rhetorical questions aren't really questions at all, in that they don't expect an answer • They're really just statements phrased in question form: "Isn't John's design work so creative?" • People use rhetorical questions because they are engaging for the listener – as they are drawn into agreeing ("Yes it is and I like working with such a creative colleague") – rather than feeling that they are being "told" something like "John is a very creative designer" (To which they may answer "So What?") Using Questioning Techniques Open & Rhetorical Probing Close question Learning Relationship building Managing and coaching Avoiding misunderstandings De-fusing a heated situation Persuading people and leading questions Funnel questions question Using Questioning Techniques • Learning: Ask open and closed questions, and use probing questioning • Relationship building: People generally respond positively if you ask about what they or enquire about their opinions If you this in an affirmative way "Tell me what you like best about working here", you will help to build and maintain an open dialogue • Managing and coaching: Here, rhetorical and leading questions are useful too They can help get people to reflect and to commit to courses of action that you've suggested: "Wouldn't it be great to gain some further qualifications?" • Avoiding misunderstandings: Use probing questions to seek clarification, particularly when the consequences are significant Using Questioning Techniques • De-fusing a heated situation: You can calm an angry customer or colleague by using funnel questions to get them to go into more detail about their grievance This will not only distract them from their emotions, but will often help you to make them feel that they have "won" something, and no longer need to be angry • Persuading people: No one likes to be lectured, but asking a series of open questions will help others to embrace the reasons behind your point of view "What you think about bringing the sales force in for half a day to have their laptops upgraded?" ... 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: Facial... > 1,2 m Social space: 1,2 m > 3,6 m Public space: > 3,6 m Types of communication Communication Verbal communication Non-Verbal communicatio n Remember ABC 5C 7C December 12, 2015 ABC Principle... 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