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Communication Skills for LIS professionals

Communication Skills for LIS professionals. NACLIN 2017 Vijay Vancheswar. Key to effective and persuasive communication: zeal and enthusiasm in what and how we communicate. Fundamental attributes of effective communication. A Awareness B Belief C

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Communication Skills for LIS professionals

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  1. Communication Skills for LIS professionals NACLIN 2017 Vijay Vancheswar

  2. Key to effective and persuasive communication: zeal and enthusiasm in what and how we communicate

  3. Fundamental attributes of effective communication A Awareness B Belief C Committment D Diligence E Enthusiasm

  4. The story of the eagle…

  5. The eagle has the longest life-span of its’ species

  6. It can live up to 70 years But to reach this age, the eagle must make a hard decision

  7. In its’ 40’s Its’ long and flexible talons can no longer grab prey which serves as food

  8. Its’ long and sharp beak becomes bent

  9. Its’ old-aged and heavy wings, due to their thick feathers, become stuck to its’ chest and make it difficult to fly

  10. Then, the eagle is left with only two options: die or go through a painful process of change which lasts 150 days.

  11. The process requires that the eagle fly to a mountain top and sit on its’ nest

  12. After plucking it out, the eagle will wait for a new beak to grow back and then it will pluck out its’ talons

  13. When its’ new talons grow back, the eagle starts plucking its’ old-aged feathers

  14. And after five months, the eagle takes its’ famous flight of rebirth and lives for ... 30 more years 30 more years.

  15. Six Key action ingredients –take off from ABCDE.. • One of the A’s-> Awareness is a repeat and the very foundation of everyone of our actions ACT properly and you will be an ACE ..! • ACT/ACE • Awareness (Attitude-”want to do”..passion) • Choice (Communication-”what to do?”) • Tenacity (Etiquette-”how to do?”)

  16. Be Sincere, savour the moment and give it the best from within • MOJO ? • “Mojo is that positive spirit towards what we are doing now that starts from the inside and radiates to the outside” ( Marshall Goldsmith-Mojo-How to get it, keep it, How to get it back if you lose it)

  17. Contrasting the Positive and the Negative MOJONOJO Take responsibility Play the victim Move forward March in place Run the extra mile Satisfied with the bare minimum Love doing it Feel obliged to do it Appreciate opportunities Tolerate requirements Making the best of it Endure it Inspirational Painful to be around Grateful Resentful Curious Uninterested Caring Indifferent Zest for life Zombie-like Awake Asleep

  18. Key Pointers- for Library Professionals • Attitude is everything ..” Develop on attitudes”.. Mojo: Practice on a subject that you are passionate about ! LIBRARY PROFESSIONALS : Library Sciences : Focus :Nuances of effectively managing Library Resources • Digital Technology: improved operational efficiencies, resource mgmt And yet.. • Modern work styles: Impact- Personal and Interpersonal Communications • Most effective form of Communication:? Will digital mean the end of print? FACE to FACE Communication..we are losing touch with this ! Digital means to an end not the end itself !

  19. 11 Communication Skills for Library Professionals • Listening Skills...Key and often over looked skills– hearing vs. listening ( reflective listening) • Communication Skills-Linguistics: English, Hindi… Paralinguistics & Soft Skills: Self Confidence, Understanding People • Interpersonal Skills: Skills in relating to and working with or for People • Public Relations Skills: to attract users in libraries, bonding with users and professionals, getting the best out of vendors

  20. 11 Communication Skills for Library Professionals • Customer Service: Customers-existing and potential users, facilitating technology use, one-on –one transactions • Leadership Skills & Teamwork : Big libraries-team working, guiding teams, colleagues, subordinates • Negotiating & Persuasive Skills : Bulk Purchases, Special database subscriptions, committee meetings • Writing Skills: Proposals-projects/businesses, research, blogging (can creates positive impressions)

  21. 11 Communication Skills for Library Professionals • Project Management Skills: Large institutions involving cross functional teams[knowledge management centres,digital institutional repositories] • Presentation Skills : Individuals + Look and feel of the Library : ambience to attract readers and users • Teaching Skills : orientation of new users, training, motivating reading habits

  22. Key Communication Skills • Listening Skills • Feedback Skills >>> (to others and ‘feed forward’ from others) • Presentation skills

  23. {Feed forward Skills –relating and getting support ( emotional-unbundling) and inputs from others} • Focus on specific behaviours • Keep feedback impersonal • Keep feedback goal oriented • Make feedback well timed • Ensure understanding • Direct feedback toward behaviour that is controllable by the recipient • ( mini exercise…. 10 min)

  24. Issue: Basic Communication Skills ________________________________________________ Order Learned Extent Used Extent Taught _________________________________________________________ Listening First First Fourth Speaking Second Second Third Reading Third Third Second Writing Fourth Fourth First

  25. Listening –a challenge: Why? Thoughts and thinking : a perennial issue for human beings and a challenge for effective communication?! Brain : 13 billion cells vs. speed of words :125-150 words/min … But we can hear about 1000 wpm ! INFERENCE : ??? LOTS OF SPARE TIME !!

  26. Listening Concepts… Remembering and Forgetting • 7 Levels of Listening: • Not Listening • Pretend Listening • Partially Listening • Focussed Listening • Interpretive Listening • Interactive Listening • Engaged Listening • Laws of Remembering and Forgetting

  27. Meaning … • Listening Is With The Mind • Hearing With The Senses • Listening Is Conscious • An Active Process Of Eliciting Information • Ideas, Attitudes And Emotions • Interpersonal, Oral Exchange

  28. Barriers to Listening- Tips Tracks and Side Tracks- 1)think ahead, 2)weigh the evidence, 3)review and 4)summarise and listen between lines Emotional Filters-withhold evaluation; hunt for negative evidence Active vs. Reflective Listening – Listen reflectively Reflective Listening : 3 tips ! Maintain Eye Contact, Do not interrupt, Paraphrase

  29. Remembering and Forgetting • Laws of Remembering and Forgetting • Remembering Law : • Recently, Frequently, Impact and Application • Laws of Forgetting : • We forget 50% of what we hear immediately; 75% within two months and of the 25% we remember, only 60% is correct ; plus we add things that were never said in the first place...rumours and grapevine!

  30. Listening Bad Habits:Following is a list of ten bad habits of listening. Check those that you are sometimes guilty of committing .BE HONEST WITH YOURSELF ! • I interrupt often and try to finish the other person’s sentences • I jump to conclusions • I am often overly paternal and answer with advise, even when not requested • I make up my mind before I have all the information • I am a compulsive note taker • I don’t give any response afterward, even if I say I will • I am impatient • I lose my temper when hearing things I don’t agree with • I try to change the subject to something that relates to my own experiences • I think more about my reply while the other person is speaking than what he or she is saying

  31. Listening Questionnaire

  32. Listening Questionnaire Scoring • 31-35 points : Effective Listener • 21-30 points : Good Listener • 14-20 points : Not-So-Good Listener • 13 points or less : Huh ??

  33. Inter and Intrapersonal Skills and Body language : • an important element of work place communication • Impact of Words, Tone of Voice and Body Language • W: 7%, Tone : 38% Body Language : 55% ... video exercise : kinesthetics-> [(2 min)-body language-credible & • approachable this pen will last you for a lifetime and its easy to use] • Smile : does not Cost anything • Show appreciation • Listen actively and reflectively: RASA • Receive, Appreciate & Acknowledge, Summarise and Ask • Support team efforts : Put “We before I” • Show a sense of humour: • Be Sincere , Not Serious ! (practical importance : you often need to be patient and suffer fools!) • Respond ..do not react ! • mind vs. heart

  34. Success (Albert Einstein)and Communication…... • “If A is success in life, I would say the formula is A=X+Y+Z X = work ; Y = play ...Einstein was asked what is Z ?? • Answer : ‘keeping your mouth shut’ !...listen more talk less • What is success, fulfillment and happiness as a component of a wholesome communication process within and beyond?... Pointers: learn to let go…spend at least 30 min every day reflecting in solitude..it helps reduce the pace of thoughts and focus… “ indeed excessive thinking is often our enemy”..

  35. Key Pointers- Effective Communication • De-link the ‘ message’ from the ‘messenger’ ..be it a 360 deg feedback or an adverse input • Respond , do not react • Be Sincere, never Serious top a fault ! ( Do not take yourself and others too seriously) Do not have a larger than necessary picture of yourself..focus less on I and more on You and We(others) Attitude is everything ..” Develop on attitudes”…! Success Formula : (ia + aa)x AA ia- inborn aptitude; aa- acquired aptitude ; AA –Applied Attitude

  36. Switzerland in the the spring Canada in the the fall

  37. Presentation Skills Effective Delivery • Be active - move • Be purposeful - controlled gestures • Variations – vocal (pitch, volume, rate) • Be natural • Be direct – don’t just talk in front of the audience ‘engage and talk to them’

  38. Presentation Skills Sensitivity to the audience • “see” the audience • Take non-verbal feedback -congruent and incongruent body language • Modify to meet audience needs • Don’t just make it as a presentation

  39. Presentation Skills Handling Questions • Do not get confused • You are not supposed to know everything • Anticipate and keep answers ready • Sometime questions themselves give you a lead to highlight your point of view

  40. Presentation to an audience: key points • Eye Contact- Engage, Engage and Engage • Body Language-Strong, Confident, Open Posture , No fidgeting • Filler Words-avoid – look out…”um”..; “ah”; “you know”..review performance on video to avoid /eliminate distracting fillers..Awareness more than 90% of the solution! • Vocal delivery: vary the volume and inflection of your voice hold the attention of the audience…”let the presentation breathe!” • Energy : vibrant, enthusiastic, passion in voice, bounce in step, smile on face …Energy -> closely related to “likeability” -> key ingredient in ‘persuasive communications’

  41. Eliminating off the cuff –remarks-repetitive words Steps to eliminate fillers: (“Um…’You know’ ) > Ask for feedback( feed-forward helps !) > Tap the glass- as someone to count no.of times • Record yourself and play it back in the presence of others • Practice, Practice, Practice

  42. PUBLIC SPEAKING TIP Tell what you have to say; Tell it; Repeat what you said… (Highlight and recap ‘Three Things’) [“Triad Principle” 3x3]

  43. 8 fold tips-Managing Self through Conscious Communication Silent Prayer: Lord give me that composure, serenity and poise in dealing with situations objectively “ God give me the Courage to change what I can; the Strength to bear what I cannot and the Wisdom to know the difference...” video :Communication Skills ( Hindi) • Set an Example-- • Love What You Do Bhagavad Gita-Ch.3-21.docx • Discover the Self-Esteem ( avoid internalizing-a common malady) • Care For the People(benign care, duty v/s sanctity of work) • Duty v/s Rights • Sanctity of Work • Make People feel They are Understood • Personal Management ( recognise and manage your anger)

  44. Five Ways for Effective Communication in the Digital Age Close Looped Communication Viral Communication Permissive Communication Collaborative Communication Real-Time Communication

  45. Ethical Framework for Interpersonal Communication Martin Buber, German philosopher stresses the importance of our attitude in setting the m Two Primary Types of Human Relationships /Attitudes: Two primary human attitudes or relationships : “I –It” and “I –Thou” I-It : treats others as objects: self centered and driven by only one’s needs I-Thou : ( I-You) relationships : treats others as unique human beings, focus on appreciating others perspectives I-It: Monologue I-Thou : Dialogue

  46. Communication Tips So to conclude : • Prepare and Practice (to overcome handicaps..use feed forward technique) • Be Sincere not Serious, Respond do not React • Interact and relate with your audience (Listen reflectively ) • Video: TED Talks : Julian Treasure: Five Ways to Listen better How to Speak so that people want to listen— • Video : Dove: ‘Beautiful Woman’ 7 deadly sins of speaking : Gossiping, Judging, Negativity, Complaining, Excuses, Exaggeration and Dogmatism(facts vs. opinions—my way only) 4 Positives for good Public Speaking : HAIL Honesty ( Be clear &straight),Authenticity(be yourself) Integrity (Do what you say) & Love (Wish everybody well)

  47. Harnessing the Science of Persuasion- Robert Cialdini-Professor Marketing and Psychology , Arizona State, Univ. Six Principles: The Principle of Liking- “People like those who like them”. Appln:“Uncover similarities and offer genuine praise” eg: [Tupperware Parties—guests fondness for their hosts deciding factor] 2. The Principle of Reciprocity- “People repay in kind”. Appln: “Give what you want to receive” –smile to receive one … 3. The Principle of Social Proof or Conformity- “People follow the leads of similar others. Appln: Use peer power whenever it’s available”

  48. 4. The Principle of Commitment & Consistency- “ People align with their clear commitments.” Appln: “ Make their commitments active, public and voluntary” 5. The Principle of Authority – “People defer to experts.”Appln: “Expose your expertise; don’t assume it’s self-evident” 6. The Principle of Scarcity- “People want more of what they can have less of .” Appln: “Highlight unique benefits and exclusive information” “Power of Loss Language” Video : Science of Persuasion

  49. 1]RECIPROCITY: Obliged to give when you receive • 1]RECIPROCITY • When you receive invitation to a party you tend to reciprocate • Favour to a colleague gets a positive response • Tips to bearer in a restaurant –Tip –one or mint ~3% • Two mints ~ 14% , one mint walk away return and say for you nice people give one more mint~23% • PERSONALISED , UNEXPECTED • 2] SCARCITY : London-NY-Concorde flight discontinuation , “what you stand to lose” … • BENEFITS + UNIQUENESS

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