Instructor: Hoang Anh Duy, MBA
Email: duyha@ftu.edu.vn
1
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: 0 --> 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
1
ABC
2
5C
3
7C
6
December 12, 2015
Principle
ABCABC Principle
• Accuracy
• Brevity
• Clarity
5C & 7C Principle
1. Clear
2. Complete
3. Concise
4. Correct
5. Courteous
6. Consistency
7. 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-
fight-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.
WHY DO THEY COMMUNICATE INEFFECTIVELY?
Wrong
message Wrong
method Wrong
object No
message
Case 1
Case 2
Case 3
11
Case 4
Non-Verbal communication
• It is a transmission of messages by some
medium other than speech or writing.
• It could be visual or auditory signals.
• It is very necessary to realize as to when
& where to 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 expressions, Postures &
Gestures.
• Oculesics: Eye 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 feelings,
emotions, attitudes & thoughts through
body movements.
• Body Acting as a “truth talker” – actions
do speak louder than words.
Body language
Contd….
• Paralinguistic: Variations in pitch, speed,
volume & pauses that convey meaning.
• Physical Appearance: Attire, accessories,
etc..
• Body language includes gestures,
postures, facial expressions, eye contact &
physical appearance.
• That is “What we say?” is less important
than “How we say it?”
Obama bowing to convention
Do’s & Don'ts of Body Language
• Don’t cross your arms or legs
• Have eye contact, but don’t stare
• Don’t be afraid to take up some space
• Relax your shoulders
• Nod when they are talking
• Don’t slouch, sit up straight
• Lean, but not too much
Contd…
• Don’t touch your face
• Keep you head up
• Use your hands more confidently
• Don’t stand too close
Speaking skills
Voice
• Tone
• Emphasis
• Volumn
• Pronounce
• Rhythm (Fluency)
• Speed
• VD:
• You will be promoted
• You will be promoted
• You will be promoted
3. SPEAKING STYLES
• Direct:
• Courteous:
• Ironic/derisive
• Allusion/Implication:
4. 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
ồ
ả
n
Đ ng c m
Concentrate
n tiv ely List e
Select
Pretend
n A tt e
Ignore
List e
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
Shows events in order as they occurred
Chronological
Takes the audience on a journey through
a flowing presentation
Narrative
States the problem, the why’s, your solution,
and a summary
Problem/ Solution
States the cause and explains the effects
Cause/ Effect
Outline Style
Topical
Journalistic
Questions
Divides the general topic into
several subtopics
Uses some or all of the what,
who, where, when, why, and
how questions
Outline Format
Introduction
Body
Outline Format
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
1. 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.
2. 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
3. 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.
4. 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 do we
need to do to make this a success?"
• Finding out the other person's opinion or
issues: "What do 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 do you need this report by, and do 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 do 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 do 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 2 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 2 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
most people will be caught up in deciding between your two
preferences.
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
Probing
questions
Funnel
question
Open &
Close
question
Rhetorical
and
leading
questions
Learning
Relationship
building
Managing and
coaching
Avoiding
misunderstandings
De-fusing a heated
situation
Persuading people
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 do or enquire about
their opinions. If you do 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:
• Persuading people:
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.
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 do you think about bringing the sales force in
for half a day to have their laptops upgraded?"