Technical Communication
Skills
REYNAN M. RIVERA, MSDC
Faculty, College of Criminal Justice Education
Eastern Samar State University – Can-avid Campus
Agenda
Understanding Listening Skills
communication Questioning Techniques
Communication Barriers Providing Feedback
Para-verbal Communication Networking Skills
Skills
Non-violent
Non-verbal Communication Communication Intro
STAR speaking
2
1
Understanding
Communication
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“ Wise men speak because
they have something to
say; Fools because they
have to say something.
Anonymous
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What is Communication?
▰ the process of passing information
and understanding from one
person to another.
▰ a process of transmitting and
sharing ideas, opinions, facts,
values etc. from one person to
another or one organization to
another
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How Do We Communicate?
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How Do We Communicate?
We communicate in three major ways:
Verbal
- Spoken
- Para-verbal
Non-verbal
Written
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Communication Factors
Method
Medium
Audience
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Common Barriers
Language barriers
Speak different
languages. Culture barriersDifferences in time
Not the first language for Different cultures and place
Different classes These barriers often
one or more people
involved Different lifestyles occur when people are
in the communication. in different time zones,
Speak the same
or different places.
language, but are
from different regions.
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The Barriers From Sender
Don’t know what the
receiver expects.
Using a large amount of Wrong assumption about the
words to convey receiver’s knowledge and skills to
messages.
understand.
Conveying many issues
in a single message that Using unfamiliar words, examples
make the receiver
or using figurative meaning words
confused.
Going around and not that can be understood in
straight to main points of different ways.
a conversation.
Talking when the receiver is
distracted. 10
The Barriers From Receiver
Not paying attention.
Communicating in the
Depending on the receiver’s
uncomfortable manner.
thoughts.
Tending to resist any message in
Being suppressed by emotion.
contrast with
Tending to listen to what one
self belief or assumption
wants to see or hear.
Jumping to conclusion.
Listening inactively
Not asking question to make clear
Not observing one’s body
when not
language
understanding any point. 11
The Power of Pitch
People will pick up on the pitch of your
voice and react to it.
A high pitch is often interpreted as anxious
or upset.
A low pitch sounds more serious and
authoritative.
The variation in the pitch of your voice is important to keep the other party interested.
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The Truth About Tone
Tips:
– Trying lowering the pitch of your
voice a bit
– Smile! This will warm up anyone’s
voice
– Sitting up straight and listen
– Monitoring your inner monologue
– Negative thinking will seep into the
tone of
your voice 13
The Strength of
Speed
Tips:
Speed can affect : – Trying speak
– Your listener’s slowly and
level of clearly.
interest – Smile! This will
– The help you
comprehensibility of keep calm.
your message – Monitoring your
– Your tone and speaking
pitch speed.
– Nervousness will
impact 14
Using Body Language
Effectively
Power of Body Language in Communication
Words, 7%
Voice, 39%
Body Language, 54%
Source: www.voiceworks.co.za/ 15
Expressing Messages by Body
Language
Eyes Gesture Hair
Face Touch Clothing
Body Space Cosmetics
Posture Accessories and
jewelry
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Body Language
▰ Sitting hunched over typically
– Stress
– Discomfort
▰ Leaning back when standing
or
sitting
– Casual
– Relaxed demeanour
▰ Standing ramrod straight
typically
– Stiffness
– Anxiety
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Body Language
Hands, Arms, Feet, Legs
▰ Fidgeting
– Boredom
– Nervousness
▰ Crossed arms and legs often
– Closed mind
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Body Language
Facial Expressions
▰ Smiles
▰ Frowns
▰ Raised eyebrow
– Inquisitiveness
– Curiosity
– Disbelief
▰ Chewing lips
– Thinking
– Boredom
– Anxiety or nervousness
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STAR
• Stating what the situation is.
Situati • Where? Who? When?
on
• Stating what your task was.
Task • What?
• Why?
• Stating what you did to resolve the problem.
Action • How?
• Stating what the result was.
Result • Using a combination of the six roots (Who? What? When? Where?
Why? How?)
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Categories of Listeners
The non-listener
The marginal listener
Evaluative listener
The active listener
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Barriers to Effective Listening
▰ Motivation and Attitude.
▰ Lack of concentration and attention.
▰ Negative attitude toward listening.
▰ Experience and Background.
▰ Poor listening setting.
▰ Emotions.
▰ Daydreaming and Fantasizing.
▰ Delivery.
▰ Lack of listening skills.
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Active Listening Tips
1. Remember that it is possible to listen and talk
at the same
time.
2. Listen for the speaker’s main ideas.
3. Be sensitive to your emotional deaf spots.
4. Fight off distractions.
5. Try not to get angry.
6. Do not trust to memory certain data that may
be important.
7. Let your employees tell their own stories first.
8. Empathize with your employees.
9. Withhold judgment.
10. React to the message, not to the person.
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11. Try to appreciate the emotion behind the speaker’s words
(vocal
and visual messages) more than the literal meaning of the
words.
12. Use feedback.
13. Listen selectively.
14. Relax.
15. Try not to be critical, either mentally or verbally, of
someone else’s
point of view, even if it is different from your own.
16. Listen attentively.
17. To the degree that it is in your power, try to create a
positive
listening environment.
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18. Ask questions.
Open Questions
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Closed Questions
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Probing Questions
▰ Clarification
▰ Completeness and
Correctness
▰ Determining Relevance
▰ Drilling Down
▰ Summarizing
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Using Feedback Effectively
▰ Types of feedback
– Verbal or written feedback
– Fact feedback
– Feeling feedback
▰ Using feedback effectively
– Giving and getting definitions
– Don’t assume
– Asking questions
– Speaking the same language
– Keeping tuned it
– Withholding feedback
Giving feedback on the behaviour, not the person! 28
The Feedback Sandwich
▰ Make a specific positive comment
▰ Offer critique or suggestions for
improvement
▰ Make an overall positive comment
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Effective Introduction
Projecting warmth and confidence.
• Mind your body language
• Warm handshake
Stating your full name, position and company.
• “Good morning! I’m John Live, sales executive of
TrainingStore company.”
• Giving your name card.
Repeating the name of the other person when greeting.
• “It’s nice to meet you, Mr. John Live”
• Repeating their name is an acknowledgment that you heard their
introduction
- 30 -
Projecting Confidence
▰ Straight - relaxed posture
▰ Holding your head high and steady
▰ Don’t slouch or slump.
▰ Moving in a natural, unaffected manner
▰ Maintaining eye contact with the people
you are talking to
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Projecting Credibility
▰ Being on time.
▰ Being presentable.
– Groomed and dress codes.
▰ Keeping true to your word and your
body language.
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Effective Short Conversation
1. Small Talk • Talking about generic topics, subjects that
Exchange-of- almost everyone is comfortable discussing.
pleasantries stage • Establishing rapport.
• Telling the other person some facts about you, your
2. Fact Disclosure job, your interests, etc.
Getting-to-know stage • Aiming to see if you have something in common with the other person.
3. Viewpoints and
Opinions • Offering what you think about various topics
like politics, education, the new business model.
“Buffering effect” stage
• Disclosure and acknowledgment of personal feelings.
4. Personal Feelings • Requiring trust, rapport, and even a genuine friendship,
because of the intimate nature of the subject.
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Minimizing Nervousness
Tips:
1. Be informed.
2. Read ! Read! Read!
3. Practice! Practice! Practice!
4. Learning relaxation techniques. There are many activities
that can help
relax a nervous person. These activities include:
a) Meditation
b) Self-talk
c) Visualization
d) Breathing exercises
e) Listening to music
5. Identifying your triggers 34
6. Believing in what you have to offer!
1
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Non-Violent Communication
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Non-violent Communication Process
Four steps:
1. Actions we observe that affect our
well-being
2. How we feel in relation to what we
observe
3. The needs, values and desires that
create our feelings
4. Actions we request in order to
enrich our lives
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Four Steps To Express Anger
Four options when hearing
a difficult message:
1. Blame ourselves
2. Blame others
3. Sense our own feelings and needs
4. Sense others’ feelings and needs
Four Steps To Express Anger
1. Stop and breathe
2. Identify our judgmental thoughts
3. Connect with our needs
4. Express our feelings and unmet needs
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Thank You!
Any questions?
You can find me at
@
[email protected] 38
