During this 5-day communication skills training program, participants will learn about effective communication, barriers to communication, and how to resolve conflicts. The training will cover topics such as non-verbal communication, active listening, communication styles, and dealing with difficult personalities. Participants will practice giving presentations and learn how to improve their writing skills. The overall goal is for participants to enhance their communication abilities and create a more positive work environment.

1. 1

2. Business Card
Name.
Qualification.
Title.
Years of Experiences.
Training Expectations.
What else
2

3. P.NContents
2Ground Rules
3Instructors CV
4 - 5 - 6Copy right / Sabic Values /Course Table of contents
7 - 10Program outcome
11Day 1 Timing and Summary
12- 18Communication Process
19 - 23Effective communication lead to
24 - 25Content Vs Context
28 - 30Elements for face to face communication
31 - 34Filters
35Non-Verbal communication
37 - 47Body language
48 - 49The importance of writing style
50 - 56Communication barriers
57 - 597 Habits
60 - 59Listening
60 - 70Communication in the organization
71 - 83Conflic
84 - 91Preventing conflict
Course Table of contents
3

4. Participants are expected to acquire the
following skills and knowledge base:
•To be able to define effective communication
and the best way to deal with others
•To be able to identify obstacles to effective communication
and how to overcome such obstacles
Program Outcome
4

5. • To be able identify the main types of personalities of
people and how to deal with them
• To be able to learn and practice using verbal and
nonverbal language to best communicate with others in
the workplace
Program Outcome
5

6. • To learn about VAK and use all senses to build self
Confidence and create an effectively communicable
working environment
• To learn about difficult people and know how to deal
with them
Program Outcome
6

7. During this course participants will be introduced
to ways of understanding and thinking that will
help them define effective communication and
the most effective way to deal with others . Help
them identify obstacles to effective
communication and how to overcome such
obstacles. Participants will learn how to practice
using verbal and nonverbal language, and create
an effectively communicable working
environment.
Program Summary

8. DAY 1 Timing & Summary
TimeSubject
8.00Introduction and course overview
8.15Meaning of Communication
8.45Tips for your presentation
9.30Effective communication
10.00Break
10.30Effective communication
11.00The communication Process
12.00Pray Break
12.20Examining the communication process
13.15Content Vs Context
14.00Day 1 Wrap-Up

9. Communication is a system of
transmitting messages using multiple
components. It is generally used to
convey thoughts, feelings and/or ideas.
Communication
9

10. Goals
To change behavior
To get action
To ensure understandingTo persuade
To get and give
Information
Source: CGAP Direct

11. It is the process of exchanging
information by the use of words,
letters, symbols, or nonverbal
behavior.
11

12. it’s not always
just what you say.
It’s also how you “say”
12

13. Introduction + body + conclusion
13

14. Tips to help
make your presentation
a smashing success
14

15. Ensure Your Words
Are Always Understood
15

16. The emphasis on a particular word
implies additional information
than what the words say
16

17. Exercise
Re-write the following words
according to your priority preference.
1 is the highest 15 is the lowest priority
-Sports
-Learning
- Relaxing
- Eating
- Reading
- Walking
- Working
-Traveling
-Praying
-Sleeping
- Emailing
- Watching Tv.

18. Effective communication lead to
• Good human relations
• Better cooperation and coordination between
management and workforce
• Improved productivity and efficiency
• Improved personality
• Lower staff turnover and absenteeism
• Better competitive edge for the organization
18

19. Effective
Communication
Improved
stakeholder
response
Stronger
decision
making
Steadier
work
flow
Clearer
promotional
materials
Enhanced
professional
image
Quicker
problem
solving
Stronger
business
relationships
Increased
productivity
19

20. Sources Message Encoding
Channel
DecodingReceiverFeedback
The communication process
20

21. • Step 1 – the sender encodes the message and selects a
transmission channel.
• Step 2 – the sender transmits the message through his chosen
channel.
• Step 3 – the receiver decodes the message and decides if feedback
is needed.
• Step 4 – a response or new message maybe transmitted by the
receiver.
The communication Cycle
21

22. Examining the communication process
- How your message is formed in your brain
- How it is received in the other person’s brain
- Ways to identify the filters
22

23. •Content:
Words and sentence construction used.
•We create words and construct sentences
according to what we (want to say).
Content Vs Context
23

24. The way you present words.
◦ Body Language
◦ Medium/Communication Environment
◦ Sentiments/Feelings
◦ Time/Place
◦ Presupposition/Prejudgment
◦ Noise (Physical/Mental)
Context
24

25. DAY 2 Timing & Summary
TimeSubject
8.00Introduction of Day 2
8.15Visual aids
8.45Elements for face to face communication
9.30Your brain
10.00Break
10.30Your brain
11.00Inputs
12.00Pray Break
12.20Filters 1
13.15Filters 2
14.00Day 2 Wrap-Up

26. Communication channels
27

27. Visual
Auditory
Kinesthetic
Gustatory
OlfactoryReceived by
The brain
Affected by
filters
Creates
Internal map
Creates
Internal
State
Leads to
Behaviors
& response
28

28. Distort
Delete
Generalize
These filters will cause your
brain to do the following
29

29. Kinesthetic representation system
Those that prefer this system
Check the input they receive in
Communication again what they are feeling
What does it feel like to touch
A sand paper

30. Visual
construct
Auditory construct
Feeling
Visual recall
Auditory recall
Internal auditory
Eye movements as indicators

31. DAY 3 Timing & Summary
TimeSubject
8.00Introduction of Day 3
8.15The internal representation system
9.30Introduction to Non-verbal communication
9.45Non-verbal communication
10.00Break
10.30Non-verbal communication
11.00Eye language
12.00Pray Break
12.20Body language
13.15Eye movements
14.00Day 3 Wrap-Up

32. VAK is the order in which our brain
Processes communication
The map is not the territory
The internal representation system
33

33. The study of non-verbal communication
examines how messages are
communicated through physical behavior,
vocal cues and spatial relationships.
Non -Verbal Communication
34

34. Keep an eye
on the audience's
body language
35

35. Facial expressions
Gestures
Fidgeting
Eye contact
Breathing
36

36. Major areas of nonverbal behaviors
• Eye contact
• Facial expressions
• Gestures
37

37. DAY 4 Timing & Summary
TimeSubject
8.00Introduction of Day 4
8.15Presentation level 1
8.45Presentation level 2
9.30Presentation level 3
10.00Break
10.30Meaning of Rapport
11.00Building Rapport
12.00Pray Break
12.20Importance of writing
13.15Hints on writing style
14.00Day 4 Wrap-Up

38.  Arrange for a 5 minutes presentation on
the subject discussed with your group.
 You have 20 minutes to complete all
requirements.
Presentation
39

39. Some input we process consciously,
some we process unconsciously
And some we ignore
40

40. Six steps to building rapport wit employees
Matching the person’s physiology
Matching their voice
Matching their breathing patterns
Matching how they deal with information
Matching common experiences
Powerful rapport levels 41

41. Perceptual positions
1st. Position
Seeing, hearing and feeling the
situation through your own eyes
2nd. Position
Seeing things from the point view
of the other person in the situation
3rd. Position is that of the detached observer

42. Exercise
We have three balls
Which ball would you prefer most?
Why?
1st. Position, 2nd. Position, 3rd. position

43. • Effective communication is the
combined harmony of verbal and
nonverbal actions.
• Nonverbal communication consists of
body movement, facial expressions and
eye movement.
44

44. • Posture and body orientation
• Proximity
• Para linguistics
45

45. 46
Active Listening Skills
• Mirroring—repeating exactly some of
the speaker’s key words
• Paraphrasing—using your own words
to restate the speaker’s feelings or
meaning
• Summarizing—condensing and
stressing the speaker’s important
points

46. Active Listening Skills
• Self-disclosure—showing how you feel
about what the speaker said
• Questioning/Clarifying—asking questions
to ensure understanding
47

47. Barriers to listening
•Hearing what you want to hear called
selective listening
•Thinking of what you are going to say next
•Distractions such as co-workers, noise, side
conversations etc.
•Thinking about the previous customer call
•Worrying about the next customer call or
work in general
• Stress

48. Exercise
People work perfectly
The meaning of the communication is not simply
what you intend,
but also the response you get
Modeling successful performance leads to excellence

49. The Importance of
writing "Style"..
50

50. Hints on writing
style
Be direct and forceful
Be clear.
Be grammatical
51

51. •Sender filters (distorts/changes) message
sent.
•Receiver doesn‘t listen properly (not
paying attention, uninteresting,
unimportant)
Communication barriers
52

52.  Perception barriers
(cross cultural differences)
 Amount of information
53

53.  Inappropriate transmission channel
 Environmental distractions (too much
noise)
 Lack of trust & credibility between
sender & receiver
54

54. DAY 5 Timing & Summary
TimeSubject
8.00Introduction of Day 5
8.15
Communication barriers
8.45Building your communication skills
9.307 Habits
10.00Break
10.30Listening
11.00Active listening
12.00Pray Break
12.20Conflict
13.15Causes of conflict
14.00Day 5 Wrap-Up

55. • Discuss the three main obstacles to
communication in the workplace.
• List the obstacles in the sheet with colors
and clear writing.
Group Exercise
56

56. PART II:
 Seven Habits
 Dealing with Difficult People
57

57. Knowledge Skills
Personality
The triangle of performance
58

58. • Be Proactive
• Begin with the End in Mind
• Put First Things First
7 Habits
59

59.  Win-Win
 Understand Others before you ask to be
Understood
 Synergize
 Sharpen the Saw
Steven Covie
60

60. • Open Window (I know, and you Know)
• Secret Window (I know, You don’t)
• Blind Window (You know, I don’t)
• Unknown Window (You don’t, I don’t)
Johari window
61

61. Listening
62

62. Remember
Hearing is only physical,
listening is intellectual
63

63. There are four basic components to
effective listening
listening with empathy
listening with openness
listening with awareness
listening actively
64

64. Listening with
EmpathySometimes we do not listen to others because
• we are not interested in what the other person
is saying
• we do not understand what the other person is
saying
• we do not agree with the other person
65

65. Sometimes we do not listen because
•we do not want to hear what is being said
• we feel threatened by the content
• we fear being wrong
• we cannot believe that an unlikable person has
something to say that is worth considering
Listening with
Empathy
66

66. Listening with
OpennessTo listen with openness, imagine you are a
detective trying to get all the facts. You are
trying to find the truth.
View the information from the perspective of the
other person.
Consider the other person’s background, culture,
history, etc.
67

67. • Being aware of conflicts between what is - Being
said and your own knowledge base
• Being aware of conflicts between the content of
the message and the body language of the speaker
(tone, voice inflections, stance, etc.)
Listening with
Awareness
68

68. Active
Listening
Active listening helps us to keep our minds
focused on the communication.
The three elements of active listening are
paraphrasing
clarifying
feedback
69

69. Effective Communication in Business
Managing Conflict in Organizations
70

70. • Upward (Information)
• Downward (Instructions/Directives)
• Horizontal (Coordination)
Communication in the organization
71

71. Lost of information
30%
Supervisor
40%
Plant Manager
56%
GM
63%
Vice President Supervisor
100%
Original message – Board Directors
72

72. A process that begins when one party
perceives that another party has
negatively affected, or is about to
negatively affect, something that the
first party cares about.
Conflict
73

73. Your fault
No,
It is your
No
Wi aaaaaaawaaaa
Yaaaayaaaaa
74

74. Why Conflict Arises
Type “A” Personality
Vs.
Type “B Personality
75

75. Challenging
76

76.  Body language
• Stiff and straight
• Points, bangs tables to emphasize points
• Folds arms across body
 Verbal language
• “I want you to…”
• “You must…”
• “Do what I tell you!”
• “You’re stupid!”
Aggressive people
77

77. Submissive people
 Body Language
• Avoids eye contact
• Stooped posture
• Speaks quietly
• Fidgets
 Verbal Language
• “I’m sorry”
• “It’s all my fault”
• “Oh dear”
78

78.  Body language
• Stands straight
• Appears composed
• Smiles
• Maintains eye contact
 Verbal language
• “Let’s”
• “How shall we do this?”
• “I think… What do you
think?”
Assertive people
79

79. • Within an individual
• Between two individuals
• Within a team of individuals
• Between two or more teams within an
organization
Type of conflict
80

80. • Conflict of aims- different goals
• Conflict of ideas- different interpretations
• Conflict of attitudes - different opinions
• Conflict of behavior- different behaviors are
unacceptable
Causes of conflict
81

81. • Conflict arises
• Positions are stated and hardened
• Actions, putting into action their chosen plan
• Resolution???
Stages of conflict
82

82. • Assess positive and negative personality traits of
people involved
• Determine personality type
• Aggressive
• Submissive
• Assertive
• Assess if people are introvert or extroverts...
Preventing conflict
83

83. • Review past conflicts
• Assess communication skills of those involved
• Read body language of participants
Preventing conflict
84

84. • Try to reduce conflict
• Realize that communication is colored by
personal experience, beliefs, fear, prejudices
• Try to be neutral
• Plan the timing and place of the conversation
Realize that outside stress may add to confrontation
• Eliminate/reduce external interruptions
Preventing conflict
85

85. • Manage the language used
• Neutral vs. loaded words
• Reduce technical language
Allow for cultural differences in language
• Words may have different meanings for
different people…ask them to elaborate
Preventing conflict
86

86. • Aggressor
• Passive
• Absentee
• Error prone
• Negative attitude
• Do nothing
Personalities who cause conflict
87

87. Ways of Responding to Potential Conflict
Assertiveness of
Response
Low
High
Similarity of GoalsLow High
Compete
Avoid
Compromise
Accommodate
Collaborate

88. Your Attitude: It’s Up to You!
•Emphasize the positive.
•Look for the silver linings.
•Accept reality and move ahead!
•Seek the lesson, learning, or legacy.
89
Dealing with Difficult People and Situation

89. Your Attitude: It’s Up to You!
Recognize the long view.
 Focus on possibilities, not problems.
 Maintain a willingness to change.
 Remember, you always have a choice of ways
to respond.
90
Dealing with Difficult People and Situation

90. Your Attitude: It’s Up to You!
•Offer an enthusiastic greeting.
•Smile when you talk on the telephone
(a smile can be heard!)
•Share uplifting personal stories.
•Set a positive example.
91
Dealing with Difficult People and Situation

91. The toughest thing about success is that you've got to keep
on being a success.
Irving Berlin
To be a success in business, be daring, be first, be different.
Marchant
Show class, have pride, and display character.
Paul Bryant
If you don't know where you're going, you'll end up
somewhere else.
David Campbell

92. • Many people fail in life, not for lack of ability or brains or even
courage but simply because they have never organized their
energies around a goal.
Elbert Hubbard
• There is no top. There are always further heights to reach.
Jascha Heifetz
• A goal is a dream with a deadline.
Napoleon Hill
• Deeds, not stones, are the true monuments of the great.
L. Motley
• Information is the seed for an idea, and only grows when it's
watered.
Heinz V. Bergen

93. • Catch a man a fish, and you can sell it to him. Teach a man to
fish, and you ruin a wonderful business opportunity.
Karl Marx
• Rule number 1: Never lose money.
Rule number 2: Never forget rule no. 1.
Warren Buffett
• The most powerful weapon on earth is the human soul on fire.
Ferdinand Foch
• Never say no when a client asks for something -- even if it is
the moon. You can always try, and anyhow there is plenty of
time
afterward to explain that it was not possible.
Caesar Ritz

94. 95