تهدف هذه الدورة الى توفير بيئة مناسبة لتعلم مهارات التواصل بين الاستاذ والطلاب من خلال شرح المفاهيم المهمة في طرق التواصل وتعلم المهارات التي تساعد في ذلك مما يساهم الى رفع المستوى العلمي لطلابنا من جانب وتحسين الاداء للاساتذة من خلال اكتساب مهارات التواصل بشكل علمي وصحيح من جانب اخر. وتساهم ايضا بمساعدة الاساتذة بتوصيل المعلومات الى الطلاب بشكل سهل ومرن وجلب انتباه الطالب طيلة فترة المحاضرة وبالتالي ربط المعرفة والمهارات المكتسبة لخدمة العملية التعلمية. وتستهدف الدورة كل التدرسيين وطلاب الدراسات العليا في جامعتنا.

2. Contents:
 Part 1
Customer Service & Customer Satisfaction
(Speaking & Presenting Generic)
 Part 2
The Power of Behaviour
(NEGOTIATION SKILLS)
 Part 3
Action Plan
(LISTENING & AWARENESS)

3. Part 1
(Speaking & Presenting Generic)

4. Contents
 Identify the factors that influence preparation
 Implement audio visual resources to organise the structure of
your presentation
 Describe positive voice and body language
 Eradicate habitual mannerisms

5. PREPARING FOR A PRESENTATION

6. Preparing to Present
 Good presenters take the following into account before they organise their
presentations:

7. The “Route” of your Talk
 First tell them what you are going to tell them
 Then tell them
 Then tell them what you have just told them

8. Planning the Route
1. Mind map what can be included
2. Decide the most logical sequence & remove irrelevant topics
3. Start research for each of the items you’re going to include
4. Prepare your conclusion/summary
5. Edit your slides
6. Add the introduction
7. Check it

9. SPEAKING IN PUBLIC

10. Communication Impact
•Albert Mehrabian Research
• Words =
• Sound =
• Body language =
7%
38%
55%

11. The “Stage Voice” - PAMPERS

12. Positive Body Language

13. Bad Body Language

15. Lighthouse Technique
 Sweep the audience for only 2-3 seconds
 Gives impression that you are speaking directly to
audience members and ensures attention

16. Non-Fluency Features
DISJUNCTS VOICED FILLERS
FALSE STARTS
SYMPATHETIC
CIRCULARITY
REPETITIONS COLLOQUIALISMS

17. You CAN do it
 Positive affirmations:
 “I am a very good golfer; I just haven’t played the game yet”
(Muhammad Ali)
 Tell yourself the following:
 “I prepare carefully so my presentations are always interesting”
 “Audiences value my contributions”
 “I enjoy the challenge of public speaking”
 Do: Practice, Practice, Practice
 “If you believe you can, you can” (Henry Ford)

18. PRACTICAL PRESENTATIONS
OPTIONS

19. Practical Presentations Options
1. Attend an SDS Practical Presentations session – book online.
2. 5 minutes or more future assessed presentation as part of your
degree studies.
3. 5 minutes or more retrospective assessed presentation as part
of your degree studies.
4. If 2 or 3 – Witness testimony from your tutor/assessor, plus a
case history of your presentation.

20. Summary
Preparing for a Presentation:
- Audience
- Venue
- Self-Preparation
Use of Audio-Visual Aids & Plan:
- Effective Audio-Visual Resources
- The “Route” of the Talk
- Planning the Route
Speaking in Public:
- Voice Qualities (PAMPERS)
- Body Language
- Habitual Mannerisms
- Positive Affirmations
Finally – “Go For It!”
- Unresponsive audience?
- Most people admire a speaker
- Observe TV presenters
- Practice breeds confidence!
Speaking &
Presenting Skills

21. “Practice is the best of all instructors.”
Publius Syrus
“Stand up, speak out and don’t bump into the furniture.”
Noel Coward
Go forth and PRESENT!
Thank you for attending this session/
End of Part 1….

22. Part 2
(NEGOTIATION SKILLS)

23. Contents
 Identify different types of negotiation situations
 Explain the four negotiation phases
 Negotiate a settlement

24. THE NEGOTIATOR

25. Negotiation
“A negotiation takes place any time two or more people
are communicating, and at least one of those people has a
goal in mind.”
 65% of anyone’s time is spent negotiating.
 You have no chance of being satisfied unless you ask for
what you want.

26. Negotiating & The Negotiator
1. WIN LOSE
2. LOSE LOSE
3. NO DECISION
4. WE BOTH WIN!!!

27. The Competitive Negotiator
 Wants to win at everything
 Will not concede an inch
 Every negotiation situation is
“me first, you second”

28. The Collaborative Negotiator
 Willing to achieve the best deal for both parties
 Willing to concede to gain
 “Speculate to accumulate”

29. Skilful Negotiators
 Do their research
 Decide what is negotiable
 Plan their strategy
 Choose the right time and place for negotiation

30. THE ART OF NEGOTIATION

31. The Four Phases

32. Handout: The Art of Negotiation

33. Understanding “Needs” and “Wants”
 A need is something that you must have in order to satisfy an
essential requirement or for sustainability e.g. a suit for an
important occasion; decrease in staffing (employer).
 Willingness to pay more/concede more
 Often not negotiable
 A want is usually optional, price sensitive
 Willing to pay/give less but risk losing product/service/facility
 Can often be offered as a bonus to facilitate agreement

34. PUTTING IT INTO PRACTICE

35. Practice Opportunity
 Halls of Residents
 Pay Rise
 Tenants vs Landlord/lady

36. Exercise: Putting It All Into Practice

37. Summary
 Competitive and Collaborative Negotiators
 4 phases – Prepare, Discuss, Propose, Bargain
 Remember: You cannot win them all OR every time
 To be successful you need a game plan with your ultimate
aim and
 strategy for achieving it
 To achieve win / win you need to be alert, well prepared
and flexible

38. Thank you for attending this session
End of Part 2….
Go forth and NEGOTIATE!
Finally

39. Part 3
(LISTENING & AWARENESS)

40. Contents
 Describe difference between hearing and listening
 Identify current listening practices
 Develop listening skills
 Demonstrate effective listening

41. HEARING and LISTENING

42. Listening and Hearing

43. Listening is Not Easy
 Difficult to concentrate fully on the information
transmitted
 Difficult understanding phrases
 Can be strain on faculties
 First/last parts of phrase recalled but centre
deleted or vice versa

44. HOW DO WE CURRENTLY LISTEN?

45. Listening Activity (1)
 “Talker”:
– Speak for 3 minutes on a topic that interests you
 “Listener”
– Follow brief
– Listen and react for 3 minutes

47. Dispacing
 Derived from verb “to roam”
 You are dispaced when you have your attention
diverted whether deliberately or inadvertently

48. Dispacing
 Feigning - looking at a ‘phone if it rings
 Looking towards other people as if to catch their attention
 Making a comment unrelated to the discussion
 Adding your slant to the discussion
 Asking a question then talking about topic before listener
can respond
 Taking over the discussion

49. DEVELOPING YOURSELF AS A
LISTENER

50. Reasons For Listening
 To gain information
 To get feedback
 To participate in another’s story
 To hear of their experiences and insights
 To be ‘in control’ (information is power)
 To broaden our horizons, i.e. to learn
 To create a relationship
 To respect and value others

51. Active Listening
Reflecting:
“ Simply a repetition of the other person’s words but the
purpose is to seek to ensure a genuine empathy with the
other person.”
Egan (1986)
“Reflections should be short statements rather than long,
involved and rambling.”
Honey (1988)

52. Active Listening
Benefits:
 Checks out understanding for the listener
 Builds rapport
 Controlling device by use of closed questioning at appropriate
intervals, then being able to take control of the conversation

53. Word Bridging & Predicates
Word Bridging:
 “Yes of course”
 “Sure, that’s no problem
Predicates:
 “I can see what you
mean”
 “Sounds fine to me”
 “I can grasp that idea”
 “It appears to me”

54. Active Listening
 Reflecting and summarising / condensing
 Listening noises
 Word bridging
 Asking for more information on xxx
 Predicates

55. EFFECTIVE LISTENING IN
ACTION

56. Listening Activity (2)
 “Talker”:
– Speak for 3 minutes on a problem you’ve encountered
as part of your degree/work
 “Listener”
– Follow brief
– Listen and react for 3 minutes

57. Activity: Developing Yourself As A Listener
 What are your key learning points from this
session?
 What can you do to improve your listening skills
and abilities?

58. Summary
 Information is difficult to remember in full
 Requires concentration
 Identify what is meant by what is said
 Reflect or repeat back key words
 Stop the speaker and clarify to understand message
 Is a balance between giver and listener

59. Go forth and LISTEN!
Thank you for attending this session
End of Part 3