Lectures Basic communication skills - Hoàng Anh Duy

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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.

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Nội dung Text: Lectures Basic communication skills - Hoàng Anh Duy

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 Non-Verbal communication communicatio n
Remember 1 ABC 2 5C 3 7C 6 December 12, 2015
ABC 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 Wrong Wrong No message method object message Case 1 Case 2 Case 3 Case 4 11
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