Advanced Communication Skills: A Comprehensive Guide by MTD Training

This document is an e-book on advanced communication skills published by MTD Training. It comprehensively covers various aspects of communication, starting with the basics and progressing to advanced techniques. The content includes an introduction to the importance of communication, the difference between basic and advanced skills, and an overview of the communication process, detailing source, message, encoding, channel, decoding, receiver, feedback, and context. The guide further explores non-verbal and verbal communication, internal representation of our world, building rapport through a six-step process, and tools for advanced communication, such as reframing and linguistic techniques. This book is designed to help readers enhance their ability to influence and guide communication to achieve desired outcomes.

MTD TRAINING
ADVANCED COMMUNICATION
SKILLS
LADE KOSTENLOSE STUDIENBÜCHER AUF
STUDENTENSUPPORT.DE
KEINE REGISTRIERUNG NOTWENDIG

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MTD Training
Advanced Communication Skills

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Advanced Communication Skills
© 2010 MTD Training & Ventus Publishing ApS
ISBN 978-87-7681-661-2

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Advanced Communication Skills
4
Contents
Contents
Preface 7
1. Introduction – Advanced Communication Skills 9
1.1 The Importance of Communication 9
1.2 What Is the Difference between Communication Skills and Advanced
Communication Skills? 9
1.3 Which Advanced Communication Skills? 10
2. Review of Communication Basics 11
2.1 Introduction 11
2.2 The Communication Process 11
2.2.1 Source 13
2.2.2 Message 14
2.2.3 Encoding 14
2.2.4 Channel 14
2.2.5 Decoding 15
2.2.6 Receiver 16
2.2.7 Feedback 16
2.2.8 Context 16
2.3 Elements of Communication 17
2.3.1 Non-Verbal Communication (Tone of Voice & Body Language) 17
2.3.2 Verbal Communication 20
2.4 Taking Your Communication Skills to the Next Level 21
Wir suchen Mitarbeiter, die sich nicht über die fl achen Witze
vom Chef freuen. Sondern über die fl achen Hierarchien.
Fairness und Respekt sind unsere Lieblingstugenden. Sowohl innerhalb der
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man interdisziplinär und Hand in Hand arbeiten. Dies gewährleistet den Wissens-
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dass es bei uns immer wieder Erfolge zu feiern gibt. Über diese freuen sich
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© 2010 KPMG AG Wirtschaftsprüfungsgesellschaft, eine Konzerngesellschaft der KPMG Europe LLP und Mitglied des KPMG-Netzwerks unabhängiger Mitgliedsfirmen, die KPMG International Cooperative („KPMG
International“), einer juristischen Person schweizerischen Rechts, angeschlossen sind. Alle Rechte vorbehalten. KPMG und das KPMG-Logo sind eingetragene Markenzeichen von KPMG International. Printed in Germany.
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Contents
3. Examining the Communications Process 22
3.1 Introduction 22
3.2 Types of Input 23
3.3 Filters 24
3.3.1 Values 25
3.3.2 Beliefs 25
3.3.3 Past Experiences 26
3.3.4 Prejudices 26
3.3.5 Feelings 28
3.3.6 Environment 28
3.4 The Internal Map, Internal State, and Behavior or Response 28
3.5 Why This Matters 29
4. Internal Representation 30
4.1 Introduction 30
4.2 Internal Representation of Our World 30
4.3 Language as a Representational System 31
4.4 Verbal Clues 33
4.5 Visual Representation System 36
4.6 Auditory Representational System 37
4.7 Kinaesthetic Representational System 38
4.8 Auditory Digital Representational System 38
4.9 Eye Movements as an Indication 39
4.9.1 Visual Recall 40
4.9.2 Visual Construct 41
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Contents
4.9.3 Auditory Recall 41
4.9.4 Auditory Construct 41
4.9.5 Kinaesthetic 42
4.9.6 Internal Auditory 42
4.10 Phrases for Use in Response to Each Representational System 43
5. Building Rapport 45
5.1 Introduction 45
5.2 Six Steps to Building Rapport 45
5.2.1 Match the Person’s Sensory Modality 46
5.2.2 Mirror the Person’s Physiology 47
5.2.3 Match the Person’s Voice 47
5.2.4 Match the Person’s Breathing 48
5.2.5 Match the Way the Person Deals with Information 48
5.2.6 Match Common Experiences 49
5.3 Calibration 49
5.4 Pereceptual Positions 50
6. Tools for Advanced Communication 53
6.1 Introduction 53
6.2 Reframing 53
6.3 Linguistic Tools for Advanced Communicators 56
7. Resources 58
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Advanced Communication Skills
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Preface
Preface
Are you looking to take your communication skills onto the next level?
Do you want to be able to tap into other’s wavelengths be able to influence at will?
Have you ever wondered what the master communicators do and how they seem to make it look so easy?
In this textbook you’ll will take your communication skills to another galaxy! You’ll discover how people
think, how they process information and what goes on behind the scenes (i.e in everyone’s brain) so you
can tailor your communications to get what you need and the desired outcomes.
Sean McPheat, the Founder and Managing Director of management
development specialists, MTD Training is the author of this publication. Sean
has been featured on CNN, BBC, ITV, on numerous radio stations and has
contributed to many newspapers. He’s been featured in over 250 different
publications as a thought leader within the management development and
training industry.
MTD has been working with a wide variety of clients (both large and small) in the UK and
internationally for several years.
MTD specialise in providing:
 In-house, tailor made management training courses (1-5 days duration)
 Open courses (Delivered throughout the UK at various locations)
 Management & leadership development programmes (From 5 days to 2 years)
 Corporate and executive coaching (With senior or middle managers)
MTD provide a wide range of management training courses and programmes that enable new and
experienced managers to maximise their potential by gaining or refining their management and
leadership skills.
Our team of highly skilled and experienced trainers and consultants have all had distinguished careers in
senior management roles and bring with them a wealth of practical experience to each course. At MTD
Training we will design and deliver a solution that suits your specific needs addressing the issues and
requirements from your training brief that best fits your culture, learning style and ways of working.

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Advanced Communication Skills
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Preface
Our programmes are delivered when and where you need them! We believe that training should be fun,
highly interactive and provide “real world” practical techniques and methods that you can use back in the
office – and that’s exactly what we provide.
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Please visit our website www.m-t-d.co.uk for further details about the services that we offer and to also
download a FREE Self Study Management Course
Contact MTD:
Online:
Web: www.m-t-d.co.uk
Email: [e-mail]
Telephone:
From The UK: 0800 849 6732
International: ++ 44 2476 233 151

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Introduction – Advanced Communication Skills
1. Introduction – Advanced Communication Skills
1.1 The Importance of Communication
All human interactions are a form of communication. In the business world, nothing can be achieved
without effectively communicating with employers, employees, clients, suppliers, and customers. If you
look at the most successful business people in the world, you will see people who have mastered the art of
communication. And that’s the difference between being a good communicator and being an advanced
communicator – advanced communication is a true art form. It requires practice, finesse, and a skill set
that goes beyond those that the average person possesses.
Even though communication skills are so important to success in the workplace, there are many
individuals who find that there is a limit to their communication skills and that they seem to have reached
a stumbling block in their progress. They may sometimes struggle to convey their thoughts and ideas in an
accurate manner, making it difficult to reach their full potential as a communicator, a manager, and a
leader of others.
However, there is hope for anyone who finds advanced communication to be difficult. These skills can be
practiced and learned. It takes learning about how communication works, how to communicate exactly
what it is you want to say, what mode of communication is best, and what factors are influencing the
ability for you to send and receive messages with acumen.
1.2 What Is the Difference between Communication Skills and
Advanced Communication Skills?
When asked to define communication, how would you respond? Most people will relate to the forms of
communication – talking or listening. But communication goes beyond that. Communication involves
getting information from one person to the other person. Yet even this is not a complete definition because
communicating effectively involves having that information relayed while retaining the same content and
context. If I tell you one thing and you hear another, have I communicated?
Communication is the art and process of creating and sharing ideas. Effective
communication depends on the richness of those ideas.
Advanced communication is a true art form, requiring practice, finesse, and a
skill set that goes beyond those that the average person possesses.

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Introduction – Advanced Communication Skills
Advanced communication skills take the basic skills of communication and frame them within a general
understanding of how the communication process works. When you understand all of the elements
involved when people communicate, they can learn to influence not only your own communication, but
the communication of others. This is why advanced communication skills are, in essence, leadership skills.
They allow you access to ways to guide and direct communication between yourself and another or a
group so that you can achieve your goals and outcomes.
1.3 Which Advanced Communication Skills?
We will be looking at a variety of advanced communication skills in this ebook, though we will begin with
a review of some communication basics in the next chapter. The advanced communication skills that we
will examine are:
 The communications process including types of input, filters we have in our minds as we receive
the input, how we ‘map’ the information in our minds once it’s received, and why we should care.
 Internal representation, or the different ways that we each can perceive our world and the main
representational systems we use to do so including visual, auditory, and kinaesthetic systems, as
well as physical indications of which system a person is using.
 Tips for building rapport that include a six-step process for building strong rapport between you
and others and learning to think ‘in the shoes’ of another person.
 Tools you can use for advanced communication such as reframing and a variety of linguistic
choices you can make that will help further your communication with another.

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Review of Communication Basics
2. Review of Communication Basics
2.1 Introduction
Imagine you are on one side of a wall and the person you want to communicate with is on the other side of
the wall. But there’s more than the wall in the way. The wall is surrounded by a moat that is filled with
crocodiles and edged by quicksand. These barriers could be things like different cultures, different
expectations, different experiences, different perspectives, or different communication styles, to name
just a few.
You might experience only one of these barriers at a time, or you might find yourself facing them all.
Getting your message to the other person requires that you recognize these barriers exist between you, and
that you then apply the proper tools, or communication skills, to remove those barriers preventing your
message from getting through.
Of course, communication is a two-way street. The person on the other side of those barriers will also try
to send messages back to you. Your ability to understand them clearly could be left to a dependence on
their ability to use communication skills. But that’s leaving the success of the communication to chance.
Instead, you can also use your own communication skills to ensure that you receive messages clearly as
well.
Finally, there isn’t only one point in your communication with another person at which you have to watch
out for barriers. To be successful at communicating, it’s important to recognize that these barriers to
communication can occur at multiple points in the communication process.
2.2 The Communication Process
The communication process involves multiple parts and stages. These are:
 Source
 Message
 Encoding
 Channel
 Decoding
Communication skills are the tools that we use to remove the barriers to
effective communication.

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Advanced Communication Skills
12
Review of Communication Basics
 Receiver
 Feedback
 Context
At each of these stages, there is the potential for barriers to be formed or problems to arise. The steps in
the process are represented in Figure 1 and explained further in the following information.
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