4.3 Communication Skills

Question	Answer
Types of Questions	Open Closed Probing Multiple Leading Reflective Hypothetical
Types of Non-verbal communication	Kinesic - Body Language Proxemics - How near of far you sit apart Para language - Tone of Voice Object language - Personal Grooming
Behaviours of sucessfull negotiators	they consider all outcomes think about long term implications of issues Ask more questions summarise
1st order and 2nd order skills	1st - Listening, observing, questioning, building rapport. 2nd - Using 1st order skills in situ, Negotiation, influencing, Team working
Skills to build rapport	Listening, Body language Mirroring body language Finding common interests Remembering peoples names Open Questions, Honesty Integrative negotiating
EQ - Emotional Intelligence	Self awareness Motivation Influence Intuition Conscientiousness & Integrity Emotional resiliance
Explain Selective & Adaptive Listening	Selective - Hearing what you want to hear not what was necessarily said. Adaptive - Understanding the context in relation to personal experience and allows misinterpretation of info.
Explain Passive & Active Listening	Passive - Letting the speakers words wash over you (in 1 ear out the other) Active - Engaging with the speaker in Dialogue

Resource summary

	Created by sheenadonaldson2 over 8 years ago