There are certain skills that all personnel of a learning organization must be developed to have good skills communication. Carlos Lopez (2006) provides the following diagnosis, listen, ask questions and feel.
Skill 1: Diagnose
refers to the ability to determine certain levels of "quality" or "need" related to the nonverbal behavior, the environment and people paralanguage.
Skill 2: Play
Within the ability to hear certain elements that we must improve in order to improve our level of listening. The first is the perception (must pay full attention to what the other person expresses), then the distractions (must be focused on speaker) and finally the evaluation (it should be analyzed to extract what we hear most important).
Skill 3: Ask
We know how to ask, you should use vocabulary, ask questions or offer alternatives open to answer. This is the most important and most direct and simple way to collect information.
Skill 4: Feeling
is showing empathy and put ourselves in the place of others to better understand the situation. First of all we must know how to diagnose, listen and ask questions, besides knowing ourselves well then know and understand the situations and problems that we face and facing the other person.
References
http://www.gestiopolis.com/canales/demarketing/articulos/14/commskills.htm
communication skills component of the quality of service. Carlos Lopez. [
Retrieved on 23 September 2006].
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