Sie sind auf Seite 1von 97

Building your

Communications Skills

Mohamed Hamed
Hamed

AGENDA

Definition.

The Communication Process.

Intra-personal Communication.

Interpersonal Communication:
Listening
Speaking
Body Language

Communication Styles.

Statements.

Live without

Hamed

Life without communication

Definitions

Hamed

Definition
What is communication..?
Why I need to communicate..??

Hamed

What is communications..?
Communication is a process of sending
and receiving message between people it
could be understand or not

Or
exchange of information, ideas,
and/or feelings between one person
and another

Hamed

Why I need communicate..??

To understand your self first.


To understand people you live with.
To build & Improve my relationship.
To understand ours and others behaviors.
Its as human need.

You cant leave without


Communication
6

Hamed

the most common ways


we communicate with
Spo
ken
Wo
rd

s
ge
a
Im
l
a
u
Vis

Bo
dy

ord
W
en
t
t
i
Wr
Hamed

La
ng
ua
ge

How communication Done


1.What we do.
2.How we look.
3.What we say , and How we say it

Model

Hamed

Communication Model
Sender
Encoding

Message
Channel

Physical

Noise

Receiver
Decoding

Psychological

Lingual
Feedback

Response

Hamed

Obstacle facing this model


Physical.
Psychological.
Lingual.

10

Hamed

Obstacles facing this Model


You are not clear in your massage.
The listener doesn't care with what you
say.
More complicated terminologies
boring details.
Interruptions.

11

Hamed

Word of Wisdom
If

you

are

communicate

not

able

successfully

to
with

yourself, how are you supposed to


make

it

with

the

strangers

outside?
Hamed

Building your
communication Skills

Intrapersonal
Communication

Hamed

15

Perception
Perception
what
you
see
is
what
you
get
what you see is what you get

Hamed

Perception
is how you receive , understand
messages from people you
communicate with
& from the
world around you & how you arrange
those messages and understand it
so that they mean something to
you.
17

Hamed

Hamed

19

Hamed

20

Hamed

21

What you see is what you


get

Hamed

p. 22

Hamed

23

Hamed

24

What you see is what you get

1.

Appearance : age, gender, language, clothing ,style.

2.

Association : work, education, home, club

3.

Interests : hobbies, friends

4.

Thoughts :values and beliefs

25

Hamed

Word of wisdom
Perception is projection

26

Hamed

Get Over Perception

Don`t depend on your impression.


State your observation & interpretation.
Ask for clarification.
Noooooo judgment.
Noooooo Evaluation.

27

Hamed

Word of wisdom
Its what people say hurt US
its how we take it

Hamed

28

Is Perception right..??

Discussion

Hamed

29

Interpersonal
Communication

Hamed

Interpersonal
communication

31

Hamed

Emotion Bank account

Hamed

Emotional bank account


The key to unlocking the hearts and minds
of the people you interact with and
building trust in your relationships is
remembering that

the little things make a difference.

33

Hamed

Strong & Productive Relationships Require


Emotional Deposits
Simple Smiles
Choosing beauty words.
Pleasant Greetings.
Kindness .
Apologies.
Clarifying Expectations.
Compliments.
Say I love you.( fi Alaah)
34

Hamed

Strong & Productive Relationships Require


Emotional Deposits
Understanding the individual
Care with other partner feeling.
Attending to little things
Keeping commitments
Say Thank You.
Apologizing sincerely
Being loyal to the absent
35

Hamed

SINCERE DEPOSITS
The emotional deposits we invest in
people MUST be SINCERE in order for
them to be effective.
People can sense a fake from a mile
away!

36

Hamed

Our Constant Relationships


personal lives, our husbands/wives,
children, family members and friends
are the people we need to make the
most emotional deposits

37

Hamed

Emotional withdrawals?

Breaking Promises.
Unkindness.
Rude .
Break Expectations.
Disloyalty.
Pride.
Sarcasm.
38

Hamed

Remember
Deposit increase your EBA

Withdrawals decrease your EBA

39

Hamed

Understand mean three words


People are deferent

Hamed
1

AGENDA

Definition.

The Communication Process.

Intra-personal Communication.

Interpersonal Communication:
Listening
Speaking
Body Language

Communication Styles.

Statements.

Live without

41

Hamed

Personal Skills
Listening and speaking
Behavior

Hamed

Rule

Seek First To Understand


Then To Be Understood

Hamed

Word of wisdom
"At the bottom of things, most
people want to be understood
and appreciated."
The Buddha

Hamed

Listening
Skills and Behavior

Hamed

The Science Of Listening


(Why do we listen?)

Hearing is
Physiological
*
Listening is
Psychological
46

Hamed

The Value of
Listening
Hamed

47

STAGES OF LISTENING
Receiving.
Understanding
Remembering
Evaluation
Responding

48

Hamed

RECEIVING
Verbal message
What is said
Non verbal messages
What is not said

Hamed

49

Understanding
Get ready to listen
Relax tune in to the words
Give your whole attention to the
speaker
Listen to understand rather than
disprove
Control your emotions

50

Hamed

Remembering
Memory in listening is not
reproductive but it is just
helping to build right perception.

51

Hamed

Evaluate
Evaluate the speakers emotions
and underlying intentions and
drives
It is Subconscious
It may contain critical analysis
52

Hamed

How to improve your evaluation


skills ?
Resist evaluation until you fully
understand the speakers point of
view.
Assume that the speaker of good well
.
Ask to clarify.
Distinguish facts from personal
opinions.
53

Hamed

Levels Of Listening
Empathic
Listening
Attentive
Listening
Selective
Listening

Pretending

Ignoring

The Intent to
understand

Paying attention on the


words said

Hearing certain parts of the


conversation

Yeah! Huh.. Right

Not really listening at all


Hamed

55

Barriers
Assumptions.
Emotions judgment.
Evaluation.

57

Hamed

Statement 3
To understand another
person, we must be willing to
be influenced by this
persons point of view.

58

Hamed

Listening Behaviors
Focus

LISTEN

Be quiet
Maintain a listening posture
Make encouraging gestures
& sounds

Reflect
Ask open-ended questions
Restate content
Reflect feelings

Summarize
Hamed

State your understanding of


the situation 59

Value of listen

Hamed

60

When you listen !!!


Nooooooo fast point of view.
You learn how to make logical
judgment.
Listen make the other people accept
our point of view.
we are not alone in this world.
Make other to express them self.

61

Hamed

Word of wisdom
)
,
( .
)

..
(.
Hamed

62

Hamed

63

Good listening signs


Recall what you heard.
Asking Questions to help you to
understand.
Give the talker Emotions signs.
Your summarize.

64

Hamed

Barriers facing listening.

No concentrate.
Exhausted.
Busyness mind.
Your feeling that you have fast
understanding.
Busy with preparing the answers.
Interruption.
poor face expression.
65

Hamed

Statement 4
Seeking first to
understand is the key to
making people do what you
want.

Hamed

66

Speaking behaviors
Perception Is Reality

Hamed

68

Speaking
Speaking is a human need for every
body
Why we speak.???
When we speak.???

69

Hamed

Why we speak
Speak is a tool to express my self.
Speak is the way we make others
understand us.
Speak is a professional tool.

70

Hamed

When we speak
We have to know what we will talk
about.
Speak when I want to explain
something.
When I want to help someone to
understand me.
When Im a part of conversation.
Remember tow ear and one tang.
71

Hamed

When we talk care with


Physical.
Psychological.
Lingual.

72

Hamed

Speaking
behaviors

Hamed

73

Speaking Behavior
Organize
Determine the others needs.
Decide what result you want.
Plan key points.

74

Hamed

Speaking Behavior
Express
Give a background on the topic
State and support your idea
Address the others concerns

76

Hamed

How to express

Use simple language.

Story telling and examples.

Pause every once in a while.

Say one thought in each


sentence.
77

Hamed

Speaking Behaviors
Check
Check their understanding.
Check feeling.

78

Hamed

How to check
Ask a Question related with subject.
Observe the other partner face and
eye contact.
Check the feedback and response.

79

Hamed

Non-Verbal
Communication

Hamed

80

Non-verbal Communication

It is like underlining or CAPITALIZING the


ideas you want to stand out.

Sent & received subconsciously.

More tied to feelings than verbal


messages.

81

Hamed

Non-verbal MESSGES

Body Communication.
Facial Communication.
Eye Communication.
Silence.

84

Hamed

Non-Verbal Communication
(all means of communication except words)

Tone of Voice.

Distances

Speed of speech Gestures/movement


Breathing.

Clothing
Facial Expressions.

Eye Contact.

Eye Movement.
Choice of words.
85

Hamed

Hamed

Indifferent

Hamed

p. 88

Aggressive

Hamed

p. 89

Happy

Hamed

p. 90

Very angry

Hamed

p. 91

Naively happy

Hamed

p. 92

Exhausted

Hamed

p. 93

Sad

Hamed

p. 94

Pretending to be Happy

Hamed

p. 95

upset

Hamed

p. 96

Doubting

Hamed

p. 97

Communication &
Trust

Hamed

99

Communication and trust

Hamed

100

Communication
Styles

Hamed

103

Lose/Win

Win/Win

Lose/Lose

Win/Lose

Low

Consideration

High

Options in
Communication

Low

Hamed

Courage

104

High

Dealing with conflict


1. Separate the people from the problem.
2. Define Problem in Terms of Needs.
3. Generate Possible Solutions.
4. Agree on objective standard.
5. Evaluate then Agree to a Solution.
1

Hamed

Handling Objections
Define the real objection
Ensure understanding
Handle the objection

Hamed


Mohamed Hamed
Mhamed_82@hotmail.com
010 540 22 32
Hamed

107

Building the good first impression


Care of perception
Care of your behaviors

How to use communication to build life relation


Understanding your self and communications style
Control your communications style
Learn understand and discover others style
Communicate