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Communication skills training (full version)
1 The importance of communication: Unify ideas, eliminate misunderstandings, ease emotions, reduce differences, increase cohesion, and enhance interpersonal relationships
2 Communication process: Messager→ Encoding → Channel → Receiver → Feedback overall cycle< /strong>
Forms of communication: Verbal forms such as speeches, discussions, hearsay, and gossip. Written forms such as memos, letters, journals, bulletin boards. Non-verbal forms such as red lights and sirens. Forms of body language such as gestures, facial expressions, and other body movements. Intonation forms such as emphasis on words or phrases. Electronic media such as telephone, computer, fax, etc.
Overcoming communication barriers: Choose the appropriate time and place, choose the appropriate medium (written, oral, non-verbal), choose words that both parties can understand, and be an active listener
① Give feedback in a timely manner ② Pay attention to the other party’s reaction ③ Change the conversation to record while ④ Create a harmonious atmosphere ⑤ Encourage rather than blame ⑥ Suppress emotions
3 Expression skills: Use more positive words to express sincerity, do not use jargon, use the other party’s words, and do not use bad words
4 Active listening: full attention, summary, feedback data, interpretation, reaction and feelings
5 Focus on and establish common ground: common words, common actions, and common tone
Overcoming communication barriers
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