Soft Skills Unit

• Interactive sessions

• Interruptions and questions are allowed

• Time schedule
Course Duration 12 Hours

Course Assessment • 20% Attendance

• 80% Class Participation

Corrective • 1st corrective: Written Exam

Assessment • 2nd corrective: Written Exam

Recommendations Knowledge is good, but…

Communication Skills
Agenda
• What is communication?
• Functions of Communication
• ABC’s of Effective Communication
• Communication Process
• Communication Channels
• Types of Communication
• Barriers to Communication
• Active Listening & Feedback
• Techniques of Communication
• Credibility & Trust
• Perception
• Organizational Communication
What Is Communication?
 Communication
 Transfer and understanding of meaning.

 Transfer means the message was received in a form

that can be interpreted by the receiver.

 Understanding the message is not the same as the

receiver agreeing with the message.
Classifications of Communication
Intrapersonal Communication
 Communicating with yourself

 You must be able to communicate with yourself

before you can communicate with others.

 People cannot read your mind, you are the one

that must translate the things you think so that
the other people can understand you.
 Johari’s Window

Source: Joseph Luft, Group Processes: An Introduction to Group Dynamics. Copyright

© 1984. Mayfield Publishing Company. Reprinted by permission of the publisher. 11–7
Classifications of Communication
Interpersonal Communication
In its simplest form

It is the process of exchanging and understanding

messages between two or more people.
Classifications of Communication
Organizational Communication
 Organizational Communication

 All the patterns, network, and systems of

communications within an organization
Four Functions of Communication

Functions of
Communication
Functions of Communication
 Control
 Formal and informal communications act to control
individuals’ behaviors in organizations.
 Motivation
 Communications clarify for employees what is to be
done, how well they have done it, and what can be done
to improve performance.
Functions of Communication
 Control
 Formal and informal communications act to control
individuals’ behaviors in organizations.
 Motivation
 Communications clarify for employees what is to be
done, how well they have done it, and what can be done
to improve performance.
Functions of Communication
 Emotional Expression
 Social interaction in the form of work group
communications provides a way for employees to
express themselves.
 Information
 Individuals and work groups need information to make
decisions or to do their work.
Functions of Communication
 Emotional Expression
 Social interaction in the form of work group
communications provides a way for employees to
express themselves.
 Information
 Individuals and work groups need information to make
decisions or to do their work.
11–15
Activity
Rules:
1. Each group writes two related sentences of a story on a
sheet of paper.
2. Fold the paper to cover the first sentence and pass the paper
to the next group.
ABC’s of Effective
Communication
ABC’s of Effective
Communication

A Always
A Always
A Always
A Always

B Be
B Be
B Be
B Be

Complete

C C C
Courteous Clear

C
Concise
Courteous
Bad Example:
Jeff,

I wanted to let you know that I don't appreciate how your team always monopolizes the discussion at our weekly
meetings. I have a lot of projects, and I really need time to get my team's progress discussed as well. So far, thanks
to your department, I haven't been able to do that. Can you make sure they make time for me and my team next
week?

Thanks,
Phil

Good Example
Hi Jeff,

I wanted to write you a quick note to ask a favor. During our weekly meetings, your team does an excellent job of
highlighting their progress. But this uses some of the time available for my team to highlight theirs. I'd really
appreciate it if you could give my team a little extra time each week to fully cover their progress reports.
Thanks so much, and please let me know if there's anything I can do for you!

Best,
Phil

Reference: http://www.mindtools.com/pages/article/newCS_85.htm#sthash.X82m8mhK.dpuf
11–24
Clear
Bad Example:
Hi John,

I wanted to write you a quick note about Daniel, who's working in your department. He's a great asset, and I'd like to
talk to you more about him when you have time.

Best,
Skip

Good Example
Hi John,

I wanted to write you a quick note about Daniel Kedar, who's working in your department. In recent weeks, he's
helped the IT department through several pressing deadlines on his own time.
We've got a tough upgrade project due to run over the next three months, and his knowledge and skills would prove
invaluable. Could we please have his help with this work?
I'd appreciate speaking with you about this. When is it best to call you to discuss this further?

Best wishes,
Skip

Reference: http://www.mindtools.com/pages/article/newCS_85.htm#sthash.X82m8mhK.dpuf
11–25
Consist “focus”
Bad Example:
Hi Matt,

I wanted to touch base with you about the email marketing campaign we kind of sketched out last Thursday. I really
think that our target market is definitely going to want to see the company's philanthropic efforts. I think that could
make a big impact, and it would stay in their minds longer than a sales pitch.
For instance, if we talk about the company's efforts to become sustainable, as well as the charity work we're doing in
local schools, then the people that we want to attract are going to remember our message longer. The impact will just
be greater.
What do you think?

Jessica

Good Example
Hi Matt,

I wanted to quickly discuss the email marketing campaign that we analyzed last Thursday. Our target market will
want to know about the company's philanthropic efforts, especially our goals to become sustainable and help local
schools.
This would make a far greater impact, and it would stay in their minds longer than a traditional sales campaign.
What do you think?

Jessica
Reference: http://www.mindtools.com/pages/article/newCS_85.htm#sthash.X82m8mhK.dpuf
11–26
Complete
Bad Example:
Hi everyone,

I just wanted to send you all a reminder about the meeting we're having tomorrow!

See you then,

Chris

Good Example
Hi everyone,

I just wanted to remind you about tomorrow's meeting on the new telecommuting policies. The meeting will be at
10:00 a.m. in the second-level conference room. Please let me know if you can't attend.

See you then,

Chris

Reference: http://www.mindtools.com/pages/article/newCS_85.htm#sthash.X82m8mhK.dpuf
11–27
What is Communication?
“Communication refers to the act by one or more persons
of sending and receiving messages – distorted by noise-
with some effect and some opportunity for feedback”

Joseph Devito, Communicology, 1978

Basic Communication Process

The Interpersonal Communication Process Diagram

Basic Communication Process

The Interpersonal Communication Process Diagram

Basic Communication Process
 Message
 Source: sender’s intended meaning
 Encoding
 The message converted to symbolic form
 Channel
 The medium through which the message travels
 Decoding
 The receiver’s retranslation of the message
 Noise
 Disturbances that interfere with communications
Basic Communication Process
 Message
 Source: sender’s intended meaning
 Encoding
 The message converted to symbolic form
 Channel
 The medium through which the message travels
 Decoding
 The receiver’s retranslation of the message
 Noise
 Disturbances that interfere with communications
Basic Communication Process
 Message
 Source: sender’s intended meaning
 Encoding
 The message converted to symbolic form
 Channel
 The medium through which the message travels
 Decoding
 The receiver’s retranslation of the message
 Noise
 Disturbances that interfere with communications
Basic Communication Process
 Message
 Source: sender’s intended meaning
 Encoding
 The message converted to symbolic form
 Channel
 The medium through which the message travels
 Decoding
 The receiver’s retranslation of the message
 Noise
 Disturbances that interfere with communications
Basic Communication Process
 Message
 Source: sender’s intended meaning
 Encoding
 The message converted to symbolic form
 Channel
 The medium through which the message travels
 Decoding
 The receiver’s retranslation of the message
 Noise
 Disturbances that interfere with communications
Communication Channels
Communication Channels

Face-to-face
Communication Channels cont’d

Telephone
Communication Channels cont’d

Group meetings
Communication Channels cont’d

Presentation
Communication Channels cont’d

Memos
Communication Channels cont’d

Traditional Mail
Communication Channels cont’d

Fax machines
Communication Channels cont’d

Employee publications
Communication Channels cont’d

Bulletin boards
Communication Channels cont’d

Videoconferences
Communication Channels cont’d

Computer
conferencing
Communication Channels cont’d

Teleconferences
Communication Channels cont’d

E‐mail
Communication Channels cont’d

Voice mail
Communication Channels cont’d

Hotlines
Communication Channels
Face-to-face Hotlines
Telephone E-mail
Group meetings Voice mail
Formal presentations Computer conferencing
Memos Teleconferences
Traditional Mail Videoconferences
Fax machines
Employee publications
Bulletin boards
Types of Communication

11–54
Types of Communication
 Verbal communication
 Oral communication
 Examples: Conversation, speeches, telephone calls and
videoconferences
 Advantages: vivid, stimulating, difficult to ignore, flexible and
adaptive
 Disadvantages: Transitory and subject to misinterpretation
 Written communication
 Examples: letters, memos, reports, e-mail and fax
 Advantages: decrease misinterpretation and precise
 Disadvantages: precision loss in translation, inflexible and easier to
ignore
Types of Communication cont’d
 Verbal communication
 Oral communication
 Examples: Conversation, speeches, telephone calls and
videoconferences
 Advantages: vivid, stimulating, difficult to ignore, flexible and
adaptive
 Disadvantages: Transitory and subject to misinterpretation
 Written communication
 Examples: letters, memos, reports, e-mail and fax
 Advantages: decrease misinterpretation and precise
 Disadvantages: precision loss in translation, inflexible and easier to
ignore
Types of Communication cont’d
 Verbal communication
 Oral communication
 Examples: Conversations, speeches, telephone calls and
videoconferences
 Advantages: vivid, stimulating, difficult to ignore, flexible and
adaptive
 Disadvantages: Transitory and subject to misinterpretation
 Written communication
 Examples: letters, memos, reports, e-mail and fax
 Advantages: decrease misinterpretation and precise
 Disadvantages: precision loss in translation, inflexible and easier to
ignore
Types of Communication cont’d
 Verbal communication
 Oral communication
 Examples: Conversations, speeches, telephone calls and
videoconferences
 Advantages: vivid, stimulating, difficult to ignore, flexible and
adaptive
 Disadvantages: Transitory and subject to misinterpretation
 Written communication
 Examples: letters, memos, reports, e-mail and fax
 Advantages: decrease misinterpretation and precise
 Disadvantages: precision loss in translation, inflexible and easier to
ignore
Types of Communication cont’d
 Verbal communication
 Oral communication
 Examples: Conversations, speeches, telephone calls and
videoconferences
 Advantages: vivid, stimulating, difficult to ignore, flexible and
adaptive
 Disadvantages: Transitory and subject to misinterpretation
 Written communication
 Examples: letters, memos, reports, e-mail and fax
 Advantages: decrease misinterpretation and precise
 Disadvantages: precision loss in translation, inflexible and easier to
ignore
Types of Communication cont’d
 Verbal communication
 Oral communication
 Examples: Conversations, speeches, telephone calls and
videoconferences
 Advantages: vivid, stimulating, difficult to ignore, flexible and
adaptive
 Disadvantages: Transitory and subject to misinterpretation
 Written communication
 Examples: letters, memos, reports, e-mail and fax
 Advantages: decrease misinterpretation and precise
 Disadvantages: precision loss in translation, inflexible and easier to
ignore
Types of Communication cont’d
 Verbal communication
 Oral communication
 Examples: Conversations, speeches, telephone calls and
videoconferences
 Advantages: vivid, stimulating, difficult to ignore, flexible and
adaptive
 Disadvantages: Transitory and subject to misinterpretation
 Written communication
 Examples: letters, memos, reports, e-mail and fax
 Advantages: decrease misinterpretation and precise
 Disadvantages: precision loss in translation, inflexible and easier to
ignore
Types of Communication cont’d
 Verbal communication
 Oral communication
 Examples: Conversations, speeches, telephone calls and
videoconferences
 Advantages: vivid, stimulating, difficult to ignore, flexible and
adaptive
 Disadvantages: Transitory and subject to misinterpretation
 Written communication
 Examples: letters, memos, reports, e-mail and fax
 Advantages: decrease misinterpretation and precise
 Disadvantages: precision loss in translation, inflexible and easier to
ignore
Types of Communication cont’d
 Verbal communication
 Oral communication
 Examples: Conversations, speeches, telephone calls and
videoconferences
 Advantages: vivid, stimulating, difficult to ignore, flexible and
adaptive
 Disadvantages: Transitory and subject to misinterpretation
 Written communication
 Examples: letters, memos, reports, e-mail and fax
 Advantages: decrease misinterpretation and precise
 Disadvantages: accuracy loss in translation, inflexible and easier to
ignore
Types of Communication
 Nonverbal Communication
 Communication that is transmitted without words.
1. Sounds with specific meanings or warnings
2. Images that control or encourage behaviors
3. Situational behaviors that convey meanings
4. Clothing and physical surroundings that imply status
 Body language: gestures, facial expressions, and other
body movements that convey meaning.
 Verbal intonation: emphasis that a speaker gives to
certain words or phrases that conveys meaning.
Types of Communication
 Nonverbal Communication
 Communication that is transmitted without words.
1. Sounds with specific meanings or warnings
2. Images that control or encourage behaviors
3. Situational behaviors that convey meanings
4. Clothing and physical surroundings that imply status
 Body language: gestures, facial expressions, and other
body movements that convey meaning.
 Verbal intonation: emphasis that a speaker gives to
certain words or phrases that conveys meaning.
Types of Communication
 Nonverbal Communication
 Communication that is transmitted without words.
1. Sounds with specific meanings or warnings
2. Images that control or encourage behaviors
3. Situational behaviors that convey meanings
4. Clothing and physical surroundings that imply status
 Body language: gestures, facial expressions, and other
body movements that convey meaning.
 Verbal intonation: emphasis that a speaker gives to
certain words or phrases that conveys meaning.
Types of Communication
 Nonverbal Communication
 Communication that is transmitted without words.
1. Sounds with specific meanings or warnings
2. Images that control or encourage behaviors
3. Situational behaviors that convey meanings
4. Clothing and physical surroundings that imply status
 Body language: gestures, facial expressions, and other
body movements that convey meaning.
 Verbal intonation: emphasis that a speaker gives to
certain words or phrases that conveys meaning.
Types of Communication
 Nonverbal Communication
 Communication that is transmitted without words.
1. Sounds with specific meanings or warnings
2. Images that control or encourage behaviors
3. Situational behaviors that convey meanings
4. Clothing and physical surroundings that imply status
 Body language: gestures, facial expressions, and other
body movements that convey meaning.
 Verbal intonation: emphasis that a speaker gives to
certain words or phrases that conveys meaning.
Types of Communication
 Nonverbal Communication
 Communication that is transmitted without words.
1. Sounds with specific meanings or warnings
2. Images that control or encourage behaviors
3. Situational behaviors that convey meanings
4. Clothing and physical surroundings that imply status
 Body language: gestures, facial expressions, and other
body movements that convey meaning.
 Verbal intonation: emphasis that a speaker gives to
certain words or phrases that conveys meaning.
Types of Communication
 Nonverbal Communication
 Communication that is transmitted without words.
1. Sounds with specific meanings or warnings
2. Images that control or encourage behaviors
3. Situational behaviors that convey meanings
4. Clothing and physical surroundings that imply status
 Body language: gestures, facial expressions, and other
body movements that convey meaning.
 Verbal intonation: emphasis that a speaker gives to
certain words or phrases that conveys meaning.
Types of Communication
 Nonverbal Communication
 Communication that is transmitted without words.
1. Sounds with specific meanings or warnings
2. Images that control or encourage behaviors
3. Situational behaviors that convey meanings
4. Clothing and physical surroundings that imply status
 Body language: gestures, facial expressions, and other
body movements that convey meaning.
 Verbal intonation: emphasis that a speaker gives to
certain words or phrases that conveys meaning.
VIDEO
Activity

What is the Story !!!

VIDEO

BB Vs. iPhone

iPhone Vs. BB
Activity

What is your Birthday???

Barriers to Communication
National
Culture
Noise Filtering

Information
Linguistic
Overload
Barriers

Defensiveness Stereotyping

Emotions Halo Effect

Barriers to Communication
 Filtering
 The deliberate manipulation of information to make it
appear more favorable to the receiver.
 Emotions
 Disregarding rational and objective thinking processes
and substituting emotional judgments when
interpreting messages.
 Information Overload
 Being confronted with a quantity of information that
exceeds an individual’s capacity to process it.
Barriers to Communication
 Filtering
 The deliberate manipulation of information to make it
appear more favorable to the receiver.
 Emotions
 Disregarding rational and objective thinking processes
and substituting emotional judgments when
interpreting messages.
 Information Overload
 Being confronted with a quantity of information that
exceeds an individual’s capacity to process it.
Barriers to Communication
 Filtering
 The deliberate manipulation of information to make it
appear more favorable to the receiver.
 Emotions
 Disregarding rational and objective thinking processes
and substituting emotional judgments when
interpreting messages.
 Information Overload
 Being confronted with a quantity of information that
exceeds an individual’s capacity to process it.
Barriers to Communication
 Defensiveness
 When threatened, reacting in a way that reduces the
ability to achieve mutual understanding.
 Linguistic
 The different meanings of and specialized ways
(jargon) in which senders use words can cause receivers
to misinterpret their messages.
 National Culture
 Culture influences the form, formality, openness,
patterns and use of information in communications.
Barriers to Communication
 Defensiveness
 When threatened, reacting in a way that reduces the
ability to achieve mutual understanding.
 Linguistic
 The different meanings of and specialized ways
(jargon) in which senders use words can cause receivers
to misinterpret their messages.
 National Culture
 Culture influences the form, formality, openness,
patterns and use of information in communications.
Barriers to Communication
 Defensiveness
 When threatened, reacting in a way that reduces the
ability to achieve mutual understanding.
 Linguistic
 The different meanings of and specialized ways
(jargon) in which senders use words can cause receivers
to misinterpret their messages.
 National Culture
 Culture influences the form, formality, openness,
patterns and use of information in communications.
Barriers to Communication
 Stereotyping
 Generalizations, or assumptions, that people make
about the characteristics of someone or something.
 Halo Effect
 The halo effect is a cognitive bias whereby the
perception of one trait (i.e. a characteristic of a person
or object) is influenced by the perception of another
trait (or several traits) of that person or object.
 Noise
 Is the kind of noise that is caused by some physical
objects.
Barriers to Communication
 Stereotyping
 Generalizations, or assumptions, that people make
about the characteristics of someone or something.
 Halo Effect
 The halo effect is a cognitive bias whereby the
perception of one trait (i.e. a characteristic of a person
or object) is influenced by the perception of another
trait (or several traits) of that person or object.
 Noise
 Is the kind of noise that is caused by some physical
objects.
Barriers to Communication
 Stereotyping
 Generalizations, or assumptions, that people make
about the characteristics of someone or something.
 Halo Effect
 The halo effect is a cognitive bias whereby the
perception of one trait (i.e. a characteristic of a person
or object) is influenced by the perception of another
trait (or several traits) of that person or object.
 Noise
 Is the kind of noise that is caused by some physical,
psychological, physiological and semantic objects.
VIDEO
Overcoming the Barriers to Effective
Interpersonal Communications
1. Use Feedback
2. Simplify Language
3. Listen Actively
4. Constrain Emotions
5. Watch Nonverbal Cues
 Video
Culture Differences
Listening
 What is the difference between hearing and listening?

 There are three levels of listening:

 Hearing but not listening.
 On & off.
 Physically & emotionally involved.

 Active listening.
Listening
 What is the difference between hearing and listening?

 There are three levels of listening:

 Hearing but not listening.
 On & off.
 Physically & emotionally involved.

 Active listening.
Listening
 What is the difference between hearing and listening?

 There are three levels of listening:

 Hearing but not listening.
 On & off.
 Physically & emotionally involved.

 Active listening.
Listening (cont’d)
Active Listening
• The sender’s
• The receiver's

Sender Receiver

Messages
• Share • Non-verbal listening responses
• Confirm understanding • Paraphrase
• Non-verbal listening responses • Invite contributions
Active Listening Behaviors

Source: Based on P.L. Hunsaker, Training in Management

Skills (Upper Saddle River, NJ: Prentice Hall, 2001).
Feedback
 Feedback could be Acknowledgment, Evaluation or
another Message.
1. Feedback needs to be objective and fair.

2. Communicate directly to the person, and ASAP.

3. Choose where, when and how carefully.

4. Show respect and carefully choose your words.

 Building Relationships
Conversation Links To Do This
Name Stop
Home Look
Family Listen
Work Focus
Travel
Hobby
Ideas

Ask Who? What? When? Where? Why? How?

Conversations Links
Establishing Rapport
1. Smile 

2. Be Modest

3. Shift Focus

+ Remember
Names
 Increasing the Effectiveness of Communication

1- Art of Questioning
2- Effective Word
1- Art of Questioning
 How old are you?
 32 years old. Closed Ended Questions
 I’ll be turning 12 by
next August.

 How was the instructor?

 I think ……., but ………...;
Open Ended Questions
moreover ……….;
however,………..!@%*!!?
Why Do We Ask Questions
 Get information  Create emotional
involvement
 Gain and maintain control
 Handle complaints  Acknowledge or confirm
a statement
 Establishing trust
 Sarcasm  Gain Time
2- Effective Word

Evidence + Action + Benefit =

Desirable Actions and Results

2- Effective Word Cont’d
2- Effective Word Cont’d

L Language Easily Understood

I Illustrations

O Organize Thoughts

N Narrow Subject to Key Points

S Summarize
Transaction Analysis
Dr Ahmed Okasha Sigmund Freud Eric Burn
‫النفس المطمئنة‬ Super Ego Parent
‫النفس اللوامة‬ Ego Adult
‫النفس األمارة بالسوء‬ ID Child

Ego Clashes
P1 P2 P1 P2

A1 A2 A1 A2
When somebody takes the parent role and the
other takes the same role
C1 C2 C1 C2

Case A Case B
Credibility & Trust
Types of Credibility
Initial Credibility:

 Often is derived from the person’s title or position.

Types of Credibility (cont’d)
Derived Credibility:

 Based on what takes place during the communication

 Evolves around the way we present information: attitude,
honesty
 Believable people are those who share ‘common grounds with
us’
Types of Credibility (cont’d)
Terminal Credibility:

 Follows the communication process

 Is a product of the initial and the derived credibility
Credibility
I . Competence :
 The more intelligent or knowledgeable a person the more
credible he/she appears
 Competence is subject-centered
II. Character:
 Believable people possess ‘high moral’ characters – those
we can trust
III. Personality
 Pleasing personality people are often believed.
 Negative and “unpleasant personalities” are less believed
Credibility (Cont’d)
IV. Intention :
 Motives are important in determining credibility
 Salesperson’s attempts are often doubted because
intentions are perceived as ‘selfish’
V. Dynamism:
 Shy, introverted people are less credible
 General Perception : Dynamic people express their
opinions openly and honestly
Perception
 The process of interpreting the environment using my
senses.
 See
 Hear Perceiver
 Touch
 Taste Situation
 Smell

Target
Perception Quality
 Factors affecting the quality of perception
 Experience
 Motivational state
 Emotional State
 Ambiguity
 Social status
 Culture
 Education
Perception Checking
 Observation

 Interpretation

 Clarification

1 2 3
Organizational Communication
Organizational Communication
 All the patterns, network, and systems of communications within
an organization
 Formal Communication
 Communication that follows the official chain of command or is
part of the communication required to do one’s job.
 Informal Communication
 Is communication that is not defined by the organization’s
hierarchy.
 Permits employees to satisfy their need for social interaction.
 Can improve an organization’s performance by creating faster and
more effective channels of communication.
Organizational Communication
 All the patterns, network, and systems of communications within
an organization
 Formal Communication
 Communication that follows the official chain of command or is
part of the communication required to do one’s job.
 Informal Communication
 Is communication that is not defined by the organization’s
hierarchy.
 Permits employees to satisfy their need for social interaction.
 Can improve an organization’s performance by creating faster and
more effective channels of communication.
Organizational Communication
 All the patterns, network, and systems of communications within
an organization
 Formal Communication
 Communication that follows the official chain of command or is
part of the communication required to do one’s job.

 Informal Communication
 Is communication that is not defined by the organization’s
hierarchy.
 Recommended to be used only in case of emergency.
Communication Flows

U
D
p
Lateral o
w
w
a
n
r
w
d
a
r
d

Dept A
Direction of Communication Flow
 Downward
 Communications that flow from managers to employees
to inform, direct, coordinate, and evaluate employees.
 Upward
 Communications that flow from employees up to
managers to keep them aware of employee needs and
how things can be improved to create a climate of trust
and respect.
Direction of Communication Flow
(cont’d)
 Downward
 Communications that flow from managers to employees
to inform, direct, coordinate, and evaluate employees.
 Upward
 Communications that flow from employees up to
managers to keep them aware of employee needs and
how things can be improved to create a climate of trust
and respect.
Direction of Communication Flow
(cont’d)
 Lateral (Horizontal) Communication
 Communication that takes place among employees on
the same level in the organization to save time and
facilitate coordination.
 Diagonal Communication
 Communication that cuts across both work areas and
organizational levels in the interest of efficiency and
speed.
Direction of Communication Flow
(cont’d)
 Lateral (Horizontal) Communication
 Communication that takes place among employees on
the same level in the organization to save time and
facilitate coordination.
 Diagonal Communication
 Communication that cuts across both work areas and
organizational levels in the interest of efficiency and
speed.
Enhance Relationships
Enhance Relationships
1. Smile.
2. Give sincere appreciation.
3. Don’t criticize.
4. Be a good listener.
5. Talk in terms of the other person’s
interests.
Enhance Relationships
1. Smile.
2. Give sincere appreciation.
3. Don’t criticize.
4. Be a good listener.
5. Talk in terms of the other person’s
interests.
Enhance Relationships
1. Smile.
2. Give sincere appreciation.
3. Don’t criticize.
4. Be a good listener.
5. Talk in terms of the other person’s
interests.
Enhance Relationships
1. Smile.
2. Give sincere appreciation.
3. Don’t criticize.
4. Be a good listener.
5. Talk in terms of the other person’s
interests.
Enhance Relationships
1. Smile.
2. Give sincere appreciation.
3. Don’t criticize.
4. Be a good listener.
5. Talk in terms of the other person’s
interests.
Enhance Relationships (Cont’d)
6. Avoid arguments.
7. Show respect for the other person’s
opinion.

8. Be sympathetic.
9. Go the extra mile.
10. Remember names.
Enhance Relationships (Cont’d)
6. Avoid arguments.
7. Show respect for the other person’s
opinion.

8. Be sympathetic.
9. Go the extra mile.
10. Remember names.
Enhance Relationships (Cont’d)
6. Avoid arguments.
7. Show respect for the other person’s
opinion.

8. Be sympathetic.
9. Go the extra mile.
10. Remember names.
Enhance Relationships (Cont’d)
6. Avoid arguments.
7. Show respect for the other person’s
opinion.

8. Be sympathetic.
9. Go the extra mile.
10. Remember names.
Enhance Relationships (Cont’d)
6. Avoid arguments.
7. Show respect for the other person’s
opinion.

8. Be sympathetic.
9. Go the extra mile.
10. Remember names.
Enhance Relationships (Cont’d)

1. Smile. 6. Avoid arguments.

2. Give sincere appreciation. 7. Show respect for the
3. Don’t criticize. other person’s opinion.
4. Be a good listener. 8. Be sympathetic.
5. Talk in terms of the other 9. Go the extra mile.
person’s interests. 10. Remember names.
Communication Styles
Two Keys
to Understanding People
1- Assertiveness:
 Degree to which one’s behavior is seen
directive or forceful
 More assertive doesn’t mean Aggressive (use of
style)
 Less assertive is not submissive
Two Keys
to Understanding People
2- Responsiveness:
 Degree to which one’s behavior is seen showing his
or her emotions and demonstrate awareness of
others feelings
 More responsive doesn’t mean (Let it all hang out)
 Emotionally controlled doesn’t mean they don’t have
emotions. (J.P. Morgan)
 Styles
Less Responsiveness

Analytical Driver
Less More
Assertiveness Assertiveness

Amiable Expressive

More Responsiveness
Effective Communication ….
 Think carefully about what you want to achieve before
starting any communication
 Maintain rapport
 Listen carefully to what is said
 Block any biases that may hinder your listening or
evaluation of the other party
 Learn to empathize
 Be tactful
 Be aware of body language
 Be assertive when you need to be!
 Sympathize with others.
Effective Communication ….
 Think carefully about what you want to achieve before
starting any communication
 Maintain rapport
 Listen carefully to what is said
 Block any biases that may hinder your listening or
evaluation of the other party
 Learn to empathize
 Be tactful
 Be aware of body language
 Be assertive when you need to be!
 Sympathize with others.