1. Effective Workplace
Communication
Deborah Dalley

2. Managers need to communicate information to
their staff about:
Contractual terms and conditions of employment
The job including personal objectives, standards,
targets and operating procedures
The organisation’s performance, progress and
prospects
Changes to any of the above

3. Which method would you use:
• To check an up to date price
• To tell people the date of the next team meeting
• To inform a member of staff that an application to
attend a training course had been turned down
• To invite views from your team about a proposed
restructure

4. Communication – Daniel Goleman
Lean
Rich

5. 3 main types
One way
Interaction
Transaction

6. • If a message is
important it
should be
communicated
at least 3 times
in 3 different
ways

7. Strong Communicators:
Are articulate
Ask questions
Actively listen
Are congruent
Are willing to adapt

8. Learning Styles
•Activists
•Reflectors
•Theorists
•Pragmatists

9. ‘The real voyage of discovery consists
not in seeking new landscapes but in
having new eyes’
Marcel Proust

10. Empathy
Put yourself mentally in the other person’s
shoes. What might it feel like to be them?

11. The 3 Perceptual Positions
• 1st Position – seeing
and feeling the
situation through our
own eyes
• 2nd Position – stepping
into the other persons
shoes
• 3rd Position – ability to
stand back and view the
situation as a third
party

13. Five Levels of Listening
• Waiting to speak
• Listening to tell our
story
• Listening to give
advice
• Listening and asking
for more
• Intuitive listening

17. Non verbal
impact
 Image / personal
presentation
 Eye contact
 Gestures
 Posture
 Movement
 Facial expression
 Personal space
www.nwemployers.org.uk

18. Congruence – to come together, to agree
The body
language we
exhibit
The way we
say them
The words
we use
www.nwemployers.org.u
k

19. Congruence
Words
7%
Body
Language
55%
Tone
38%