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ICE-2 (Increasing Communication Effectiveness
The document discusses effective listening and assertive communication skills. It defines the four types of listening as content, critical, empathetic, and active listening. It also explains the differences between hearing and listening. Assertiveness is defined as expressing one's needs in a way that does not infringe on others. Traits of passive, aggressive, receptive, and assertive behaviors are provided along with tips and techniques for demonstrating assertive communication skills, including using verbal and non-verbal cues and behaviors. The key is expressing one's views while being sensitive to others.
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ICE-2 (Increasing Communication Effectiveness
- 1. ALOK INDUSTRIES LTD InnovativeTextile Solution Increasing Communication Effectiveness ICE-2
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- 3. Module Objectives • Importanceof listening • The four types of listening • How to listen effectively • Explain assertiveness. • Identify their own assertiveness profile. • Explain the benefits of assertive communication. • Identify tips and techniques to develop assertive Behavior. • Display the skills, attitudes and habits for demonstrating Assertive Behavior. • Understanding Email etiquettes. • Writing Emails Effectively
- 4. Listening Vs Hearing •Hearing is merely taking in audible sounds. Hearing provides little feedback to others, and lacks collaboration, empathy and does not promote closeness. • On the other hand, listening requires more effort as you interpret messages on both non-verbal and verbal levels.
- 6. Process to listen effectively! Receive Interpret Evaluate Remember Respond
- 7. • Paradoxical secretof effective communication is listening. • Listening heads the list of essential skills. • Almost half of all communication activity is listening. Listening ! The forgotten Skill
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- 10. Types of Listening! Four basic types of Listening: • Content Listening • Critical Listening • Empathetic Listening • Active Listening
- 11. Goal is tounderstand and retain information imparted by the speaker. • Questions can be asked but basically information flows from the speaker. • It does not matter whether you understand, agree or disagree. Example: A typical classroom where a professor is delivering lectures Content Listening
- 12. Goal is toevaluate the message at several levels • The logic of the argument • Strength of the evidence • Validity of the examples • Implication of the message for your organization • Involves interaction to uncover the speakers point of view • Non-verbal are the best clue Example: A prospective buyer during a new product launch. Critical Listening
- 13. Goal is tounderstand the speaker’s feelings, needs and wants in order to help solve a problem. • Help the speaker vent his emotions that are preventing him from dealing dispassionately with the problem. • Do not give advice. • Let the speaker talk. Example: Grievance handling cell of a company Empathetic Listening
- 14. Goal is toappreciate the other person’s point of view, whether you agree to it or not. • Before replying to a person’s comment with your points, restate the ideas and feelings behind the comment to the other person’s satisfaction. Example: A typical sales situation Active Listening
- 15. • Hold yourquestions • Listen for ideas • Resist distractions • Keep your mind open • Understand that thought is faster than speech. Keys To Effective Listening
- 17. • Boredom • Environment •Pre-Conceived Ideas • Tiredness • The Urge to Speak and Respond Barriers To Listening
- 18. M o S Midown Steps
- 19. • Content listening,critical listening, Empathetic listening and active listening are four types of listening • The key to effective listening is to hold your questions, listen for ideas, resist distractions and keep your mind open Summary so far..
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- 21. Module Objectives • Explainassertiveness. • Identify their own assertiveness profile • Explain the benefits of assertive communication • Identify tips and techniques to develop assertive Behavior. • Display the skills, attitudes and habits for demonstrating Assertive Behavior.
- 22. Assertiveness “Interpersonal Behaviour (verbaland non- verbal) in which a person expresses him/herself and his/her needs in such a way that the rights of others are not infringed upon.”
- 23. Traits of aNon - Assertive Person A person is deemed to display non – assertive Behavior when he is being: Defensive Judgmental Impulsive Emotional Demanding Antagonist
- 24. • Assertiveness canbe effectively used while: • Negotiating. • Resolving conflict and defusing anger. • Implementing/explaining controversial policy. • Communicating tough decisions. • Solving problems. • Establishing boundaries, balance. • Dealing with aggressive, passive and passive- aggressive Behaviour. Benefits of Assertive Communication
- 25. What keeps onefrom being Assertive? Insecurity of others – in terms of age, rank and seniority. Expectations. Past experience. Fears: o Causing harm to self or others. o Causing loss to self or others.
- 26. Assertiveness is anart that needs to be practiced continually. "Each practice opportunity is also an opportunity to feel good about oneself for speaking up and feeling good about oneself is a step toward building self esteem."
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- 30. • An individualwith this Behaviour tends to use low enthusiasm and low understanding levels. • He normally keeps to himself or remains quiet and unassuming in most discussions or in meetings with others. • When directly engaged, he may often concede to more aggressive types. • He is generally emotionally dishonest and does not convey his feelings to others openly. • Since he does not communicate openly, he ends up feeling hurt or anxious. Passive Behavior
- 31. Possible body languageused: • Leaning back • Hands clasped or arms crossed • Eyes averted or watching the broad scene with fleeting looks and possible sighs. • While talking to others, they allow themselves to be interrupted. Passive Behavior
- 32. Strengths • Effectively analyzesdiscussions or debates. • Can listen effectively. Weakness • Ignores/sacrifices own rights. • Stays silent rather than speaking up. • Can feel inept at times. Passive Behavior
- 34. • An individualwith this Behavior uses high enthusiasm and is low on understanding. • His primary objective is to be in control. • To achieve this, they may tread on others rights or feelings. • Such individuals may fail to listen to others. Aggressive Behavior
- 35. Aggressive Behavior Possible bodylanguage used: Invades space Loud voice Arms crossed or moving aggressively Very direct eye contact or even staring Interrupts others while speaking Subordinates others and tries to make others feel small and insignificant Stereotypes others and makes statements to that effect.
- 36. Aggressive Behavior Strengths Confidentand commanding when required. Weakness May often be insensitive to others rights and needs. May adopt a sarcastic or hostile attitude. Interrupts or talks over others without listening.
- 38. Receptive Behavior Anindividual with this Behavior uses high understanding and low enthusiasm. He tends to offer gentle comments and suggestions in discussions and conversations. He is more interested in finding out about other people and in building better relationships. He may avoid jeopardizing a positive conversational climate to push even their important points too hard.
- 39. Receptive Behavior Possible bodylanguage used: Open posture Good eye contact Friendly Smiling Some use of hands when speaking and concentrating, so as to listen properly.
- 40. Receptive Behavior Strengths Keepsthe discussions and conversations calm and friendly. Gently offers a lot of ideas and suggestions. Weakness May not come to the point about what they need or want. May become upset in the face of high aggression or anger.
- 41. Assertive Behavior Anindividual with this Behaviour uses high enthusiasm and highly understanding. He usually has high feeling of self-esteem and is aware of his personal needs and rights. He states his needs, wants and feelings in an honest manner. At the same time, he is also sensitive to others needs and rights. He will first listen to others attentively before firmly communicating his message.
- 42. Assertive Behavior Possible bodylanguage used: Relaxed Slightly leaning forward posture and lots of use of the hands Good eye contact and confident, usually modulated voice. Usually nods, and questions the other person while listening to them. Appropriately uses tools like paraphrasing to display his active listening skills.
- 43. Assertive Behavior Strengths Takesaction towards achieving the result without denying others rights. Pro-active and solution oriented to always find a positive way forward. Demonstrates that he values the feelings and needs of others. Listens effectively. Weakness May not coach others who are less assertive.
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- 45. Solve the Cryptograms! Solvethe following cryptograms. ISV’B JZZXYH BPJB BPH SVQE UJE ---‘- ------ ---- --- ---- --- BS UCV CZ BS FSYTHBH. ZSYHBCYHZ -- --- -- -- -------. --------- BPH AHZB UJE BS UCV CZ BS --- ---- --- -- --- -- -- FSSTHWJBH UCBP SBPHWZ --------- ---- ------
- 46. Correct Answers! ISV’B JZZXYHBPJB BPH SVQE UJE DON’T ASSUME THAT THE ONLY WAY BS UCV CZ BS FSYTHBH. ZSYHBCYHZ TO WIN IS TO COMPETE. SOMETIMES BPH AHZB UJE BS UCV CZ BS THE BEST WAY TO WIN IS TO FSSTHWJBH UCBP SBPHWZ COOPERATE WITH OTHERS.
- 47. The Communication Continuum PASSIVE ASSERTIVEAGGRESSIV E LOSE - WIN WIN – WIN WIN – LOSE
- 48. The Communication Continuum According tothe communication continuum: Being passive means that an individual dismisses his personal rights in favor of the rights of others. Being aggressive means that the individual values his personal rights higher that those of others, who may ultimately feel dominated or humiliated by his communication. Communicating assertively generally means that both parties feel satisfied and valued.
- 49. Traits of anAssertive Person The person: Clearly defines his needs and wants in his communication. Makes statements convey respect for the listener. Sends messages that have no hidden agenda – what he says is what he means to say. Has the ability to initiate, continue and terminate conversations.
- 50. Traits of anAssertive Person The person: Has the ability to maintain eye contact. Has an erect posture, clear speech and uses facial expressions and gestures effectively to emphasize on his communications. Possesses the ability to say No. Has the ability to ask for favors and make requests. Has the ability to express positive and negative feelings.
- 51. Components of Assertive Behavior Enthusiasmused while communicating with others. o It includes both verbal and non- verbal elements. Understanding indicates the level of understanding sought by an individual in communication. o It includes understanding of both feelings and views of the other person.
- 52. Types of Assertions Thereare four different types of Assertions: • Basic Assertion • Empathic Assertion • Escalating Assertion • I – Language Assertion
- 53. Assertiveness Assertiveness can bedepicted in a variety of ways. A person can display assertive Behavior through his: • Behaviour • Verbal cues • Body Language
- 54. Behavioral Techniques • Standup for your basic rights. • Assume responsibility for your own feelings (Use ‘I’ statements) • Behave like a “Broken Record” continually stating your own feelings, needs, wants and desires. • While listening to other people use the active listening style.
- 55. Behavioral Techniques • Demonstrateempathy. • Identify the problems in Behavioural terms. • Focus on and brainstorm solutions. • Be willing to evaluate options. • Be aware of the boundaries. • Be aware of the choices and the consequences. • Trust in the outcome.
- 56. Behavioral Techniques • Makerequests and ask for favors. • Refuse requests if they are unreasonable. • Accept both compliments and feedback. • Develop a value and belief system that allows you to assert yourself.
- 57. Verbal Cues • Agreeon matters assertively. • Use factual descriptions instead of judgments. • Avoid exaggerations. • Keep a level, well modulated tone of voice. • Be specific.
- 58. Verbal Cues • Standup for your opinions and stick to them. • Resist giving into interruptions before completing your own thoughts. • When saying “No” be decisive.
- 59. Body Language • Beaware of other’s body language as well as your own. • Maintain a good posture and eye contact. But ensure that the eye contact does not seem as if you are glaring at the individual.
- 60. Body Language • Beaware of other’s body language as well as your own. • Maintain a good posture and eye contact. But ensure that the eye contact does not seem as if you are glaring at the individual.
- 61. Body Language • Keepyour posture open and relaxed and make sure that your expression matches with the message you are conveying. • Stop self – limiting Behaviours, such as smiling too much, nodding too much, tilting your head, or dropping your eyes in response to another person’s gaze.
- 62. Four Step Approachto being more Assertive • Prepare for assertive encounters with the right facts and skills. • Organize yourself with rehearsals. • Put your skills to practice. • Learn from the outcomes of being assertive in a variety of situations.
- 63. Assertiveness in aTeam In a team situation use Assertiveness to: • Think Win-Win. What is best for you and the team? • Include statements that illustrate the benefits to the team. • Respect your team members. • Share your knowledge and ideas with the team. • Point out potential problems in a constructive way. • Enable processes that move the team toward its goals.
- 64. Action Plan 2 thingsthat you would START doing 2 things that you would STOP doing 2 things that you would KEEP doing
- 65. Summary! • Explain assertiveness. •Identify their own assertiveness profile • Explain the benefits of assertive communication • Identify tips and techniques to develop assertive Behavior. • Display the skills, attitudes and habits for demonstrating Assertive Behavior.