CWS 012 – Effective Communication Skill

• What kind of speaker are you?
• Understanding your strengths and weaknesses
• Can bad grammar affect communication?
• Communication basics and why audience analysis is necessary

• Use active sentences when speaking
• Transitions for better understanding
• Questions

A.YES or NO questions

B.WH- questions

C.Using questions to test listener’s understanding obtain information and confirm facts

• Common Malaysian errors

• Pronunciation

A.Difficult words

B.Words endings

• Networking

A.Phrases to introduce self others

B.Ways to ask for clarification

C.Role playing for networking session

• Professional Telephone Skills

A.Making and answering calls

B.Handling enquiries

• Conducting meetings
• Asking and providing opinions
• Agreeing, disagreeing politely and partial agreement
• Providing short updates at meetings using S. T. A. R. (Situation, Task, Action, and Results)

• Role playing different types of meetings
• Forum – Asking, Giving, Agreeing and Disagreeing with opinions

• Addressing Fears

A.Identifying and addressing fears

B.Using NLP / creative visualization to overcome fears

C.Understanding traits of a good speaker

• Audience Analysis

A.Knowing your audience

B.Understanding barriers to communicating (e.g., jargon)

• Presentations Tips

A.Becoming aware of the appropriate tone, intonation and stress patterns

B.Using the right body languages

• Compensation Devices

A.Correcting what was said

B.Rephasing

• Exploring Listening Skill

A.Identifying good listening skills

B.Practicing active listening verbal and nonverbal tools

• Asking good questions – Open Close, Probing, Checking for Understanding
• Dealing with complaints / delivering in bad news
• Providing positive reinforcement and avoiding negative feedback
• Changing the topics and using fillers when necessary

• Understanding the use of stories, analogies and quotes
• Identifying and predicting audience needs
• Ways of organizing points and elaborating
• Creating attention – grabbing openings and closings
• Role playing – presenting to stakeholders / promoting products
• Dos and don’ts for Q & A
• Group presentation on persuasion