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Communication Training

1. The document discusses effective communication, defining it as transferring a message from a sender to a receiver and receiving feedback. 2. It describes the communication model as a process involving encoding a message, choosing a channel, and receiving feedback to confirm understanding. 3. Barriers to effective communication are also examined, such as cultural differences, noise, unclear messages, and failure to obtain feedback. The importance of listening skills, choosing the appropriate communication method, and asking open-ended questions are emphasized.

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Krisna Widarta
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17 views

Communication Training

1. The document discusses effective communication, defining it as transferring a message from a sender to a receiver and receiving feedback. 2. It describes the communication model as a process involving encoding a message, choosing a channel, and receiving feedback to confirm understanding. 3. Barriers to effective communication are also examined, such as cultural differences, noise, unclear messages, and failure to obtain feedback. The importance of listening skills, choosing the appropriate communication method, and asking open-ended questions are emphasized.

Uploaded by

Krisna Widarta
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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c at i o n

m uni
Com
Objectives

By the end of this session you will be able to:


• Define communication and its process
• Describe differences between the various
communication methods
• List important elements when expressing
yourself
• Identify communication barriers and possible
solutions
• Choose the appropriate method of
communication
• Exchange information in an effective and timely
manner
What is Communication?

Transferring a message
from sender to receiver
and receiving feedback
What is EFFECTIVE
communication ?

The right people


having the right information
at the right time
Communication Model
Sender
1 (Source)

Feedback Sender Encodes


7 (Confirm understanding) 2 (Words, graphics)

Receiver Decodes Sender Prepares Message


6 (Words, graphics) 3

Receiver Receives Message Sender Channels Message


5 4
Sender
Elements to express yourself

 Sort out and understand what you are trying

to say
 Decide why you want to say it
 Put your message into logical order
 Select a suitable method
Receiver

Main responsibilities
• To seek clarification if not
• To listen
understood
Feedback
Is the process of confirming that what you said is
the same as what was understood.

• Understanding is very important to ensure


the effectiveness of communication.

• Be clear in your own mind what


you want others to know!

• Then decide what communication


method you will use.
Whispers
Rules
• Trainer to share a message with a delegate in front.

• You can only say the message once.

• You must whisper the message the person next to you.

• Once you have heard the message, you should repeat it


exactly as you have understood it to the next person.

• The last person in the group to hear the message should


say it out loud so the group can compare it with the
original message.
How do we communicate ?

7%
7%
Words

55% 38% Tone


55% 38%
Body
Language
How we use words
Variety

Quality

Rate

Volume
Verbal Communication

• We will connect with our guests in a friendly,


polite and confident manner
• We will not engage in personal chat or argument
in the presence of guests
• We will maintain eye contact, listen carefully
and not interrupt
• We will not use slang, jargon or abbreviations
while communicating with guests
Verbal Communication

• We enthusiastically welcome all


our guests
• We will speak with knowledge
and passion about our Vision, the
core values and the Monarch
Dubai
Body Language
How we use body language

• We will always present a well-groomed, clean and smart


image
• We will stand up-right, not lean against anything, keep our
hands out of our pockets, not cross our arms or place them on
our hips
• We will walk at normal pace
• We will not intrude into the personal space of others
• We will not use excessive hand movements or point at a
guest/colleague
• We will always stand (where possible) to greet the guest
• We will not chew in guest areas
Visual Communication

– Pictures must mean what you are


saying
– Graphics must be understood by
other cultures
– Choose appropriate colors
– Use correct spelling
Written Communication

• We will, wherever possible, respond in the


language of enquiry
• We will use applicable company approved
templates, font and stationery
• We will avoid using abbreviations and acronyms
in guest correspondence
• We will use out of office reply if away from the
office for more than 8 hours
Choosing the Method

Choice of method will depend on


• What is being said
• Why it is being said
• Who the receiver is
Communication Barriers
Cultural
Differences
Noise
Stereotyping

Status

Unclear
messages Language

Communication Failure to obtain


chain feedback
The I’s have it!

• Find a partner
• Talk about anything you like
• One rule:
You cannot use the word “I”
Listening

Too often the listener is:


– Ignoring the Sender
– Pretending to listen
– Listening selectively
– Interpreting with their

own opinion
– Rehearsing their reply
• Listen as if you had to report back
• Be present – no daydreaming
• Show active signs of listening
• Control distractions
• Show interest and desire to listen
• Body language / Non-verbal
• Don’t argue or criticize
• Concentrate!
Questioning
OPEN QUESTIONS CLOSED QUESTIONS
• Solicit ‘Yes’ or ‘No’
• Solicit more than ‘Yes’ response.
or ‘No’ response.

• Aim to get someone • Aim to limit talking


talking

• To get general • When specific


information information is needed

• Common lead-ins: • Common lead-ins: are,


what, why, who, where , have, do, will, can
when and how.

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