org behavior

POWERFUL COMMUNICATION SKILLS

THAT GETS RESULTS

Janice D. Ramirez

“Who… said what… in what way… to whom…with what

effect?”

Research indicated that “we hear half

of what is said, listen to half of what we hear, understand, believe and

remember only half of that”.

In an eight hour work day; We spend about 4 hours listening; We hear about 2 hours worth; We actually listen to 1 hours worth; We understand 30 minutes of that

hour; We believe only 15 minutes worth;

and We remember just under 8 minutes

worth.

COMMUNICATION BARRIER

Fake Attenti

on

Thought/

Speech Ratio

We can think 4-5

times faster

than the other

person talking.

“Good listeners get out from behind

their desk to where the costumers

are”. -Tom Peters

“In Search of Excellence”

COMPONENTS OF INTERPERSONAL COMMUNICATION

1. Words we Use2. Tone of Voice3. Gestures or Body Language

While the mouth tells one story, gestures and posture may tell a different story.

Words may lie, but actions will always tell the truth.

:WORDS WE USE

:TONE OF VOICE

:BODY LANGUAGEBody language is more honest than words.!

Facial expression

anger fear joy sorrow contempt 轻视 surprise disgust

“Your words are with 7% of your communication, your tone of voice comes out to 38%, and your gestures are equivalent to 55% of your

total communication.”

COMMUNICATION BARRIER

Fake Attenti

on

Thought/

Speech Ratio

Neuro Linguistics Programmi

ng

We can think 4-5 times faster than the other person

talking.

NEURO- stands for your nervous system or non- verbal behavior

LINGUISTICS- stands for your language, you non verbal language in this case

PROGRAMMING- a program you put into place to achieve specific result

NEURO LINGUISTICS PROGRAMMING

NEURO LINGUISTICS PROGRAMMING

developed by John Grinder and Richard Bandler

a system that allows us to “read’ people more sensitively and respond to them more effectively

A technique of looking to BUILD RAPPORT with other people

MIRRORING

-one of several NLP techniques which is the art of copying another person’s behavior to create a relaxed communication situation.

The Mirroring Technique

Steps on Mirroring Technique

1.Match the other person’s voice tone or tempo.

2. Match the other person’s body movements, posture and gestures.

How You Can Use Conversations to

Improve Organizational Effectiveness

No phone calls, no background noise, uninterrupted time, no preoccupation

Open agenda Descriptive versus evaluative discussion

(i.e. non-judgmental disclosure of thoughts and feelings)

Acknowledgment of equal status of participants during the conversation

Problem oriented versus controlling Spontaneous, rather than strategic Empathic versus neutral Active listening (avoidance of too much

internal dialogue

Thank you very much!!!

Janice D. Ramirez

Pansol NHS