communication skills1
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COMMUNICATIONSKILLS
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Objectives
• Define and understand communication and the communication process
• List and overcome the filters/barriers in a communication process
• Practice active listening
• Tips to improve verbal and non verbal communication
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What is Communication?
COMMUNICATION IS THE ART OF TRANSMITTING INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON TO ANOTHER.COMMUNICATION IS THE PROCESS OF MEANINGFUL INTERACTION AMONG HUMAN BEINGS.
ITS ESSENCES :PERSONAL PROCESS
OCCURS BETWEEN PEOPLE
INVOLVES CHANGE IN BEHAVIOUR
MEANS TO INFLUENCE OTHERS
EXPRESSION OF THOUGHTS AND
EMOTIONS THROUGH WORDS & ACTIONS.
TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.
IT IS A SOCIAL AND EMOTIONAL PROCESS.
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What are the most common ways we communicate?
Spoken Word
Written Word
Visual Images
Body Language
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The Communication Process
Phases of the Communication Process: Transmission phase in which information is
shared by two or more people. Feedback phase in which a common
understanding is assured.
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Process of CommunicationProcess of Communication
SourceSource EncodingEncoding ChannelChannel DecodingDecoding ReceiverReceiver
Feedback
Context
Msg Msg Msg Msg
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The Communication Process
Sender – person wishing to share information with some other person
Message – what information to communicate Encoding – sender translates the message into
symbols or language
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Encoding Translating internal thought patterns into a language or
code the intended receiver of the message will likely understand and/or pay attention to Choice of words, gestures, or other symbols for encoding
depends on the nature of the message. Technical or non technical Emotional or factual Visual or auditory
Cultural diversity can create encoding challenges.
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The Communication Process
Noise – refers to anything that hampers any stage of the communication process
Receiver – person or group for which the message is intended
Medium – pathway through which an encoded message is transmitted to a receiver
Decoding - critical point where the receiver interprets and tries to make sense of the message
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Decoding
Successful decoding depends on the receiver having: A willingness to receive the message Knowledge of the language and terminology used in the
message An understanding of the sender’s purpose and background
situation
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Exhibit 3-2: Guides for Giving and Receiving Feedback
Criteria for Giving Feedback
1. Make sure your comments are intended to help recipient.2. Speak directly and with feeling.3. Describe what the person is doing and the effect the person is
having.4. Don’t be threatening or judgmental.5. Be specific, not general (use clear and recent examples).6. Give feedback when the recipient is open to accepting it.7. Check to ensure the validity of your statements.8. Include only things the receiver can do something about.9. Don’t overwhelm the person with more than can be handled.
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Exhibit 3-2: Guides for Giving and Receiving Feedback(continued)
Criteria for Receiving Feedback
1. Don’t be defensive.2. Seek specific examples.3. Be sure you understand (summarize).4. Share your feelings about the comments.5. Ask for definitions.6. Check out underlying assumptions.7. Be sensitive to sender’s nonverbal messages.8. Ask questions to clarify.
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Barriers to communication
• Noise• Inappropriate medium• Assumptions/Misconceptions• Emotions• Language differences• Poor listening skills• Distractions
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Types of CommunicationDownwards Communication : Highly Directive, from Senior to subordinates, to
assign duties, give instructions, to inform to offer feed back, approval to highlight problems etc.
Upwards Communications : It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals.
Lateral or Horizontal
Communication : Among colleagues, peers at same level for information
level for information sharing for coordination, to save time.
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HIERARCHY LEVEL
Executive Director
Vice President
A.G.M.
Manager
Supervisor
Forman
Supervisor 3Supervisor 1 Supervisor 2
Manager
Horizontal Comm.
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Non verbal communication
Verbal communication
Oral communication
Written communication
Forms of communication
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Verbal & Nonverbal Communication Verbal Communication
The encoding of messages into words, either written or spoken
Nonverbal The encoding of messages by means of facial
expressions, body language, and styles of dress.
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Oral Communication
The term oral means anything “Pertaining to the mouth." The words and the manner in which words are pronounced either by the way of face to face communication or through some mechanical or electrical device.
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Selecting a Medium
Face-to-face conversations
Telephone calls E-mails Letters Computer reports Photographs
Bulletin boards Meetings News releases Press conferences Advertising
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Written communication
The communication in which the information is exchanged in the written or printed form. It creates a record and can be preserved.
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Forms of written communication
Forms of written communication
Reports
Reports
Brochures
Brochures
Letters
Notes, News paper
Books
FaxFax E-mail
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Always think ahead about what you are going to say.
Use simple words and phrases that are understood by every body.
Increase your knowledge on all subjects you are required to speak.
Speak clearly and audibly.
Check twice with the listener whether you have been understood accurately or not
In case of an interruption, always do a little recap of what has been already said.
While listening, always make notes of important points.
Always ask for clarification if you have failed to grasp other’s point of view.
Repeat what the speaker has said to check whether you have understood accurately.
ESSENTIALS OF COMMUNICATIONDos
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ESSENTIALS OF COMMUNICATIONDON’Ts
Do not instantly react and mutter something in anger.
Do not use technical terms & terminologies not understood by majority of people.
Do not speak too fast or too slow.
Do not speak in inaudible surroundings, as you won’t be heard.
Do not assume that every body understands you.
Do not interrupt the speaker.
Do not jump to the conclusion that you have understood every thing.
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How to Improve Existing Level ofCOMMUNICATION?
IMPROVE LANGUAGE.
IMPROVE PRONUNCIATIOON.
WORK ON VOICE MODULATION.
WORK ON BODY LANGUAGE.
READ MORE
LISTEN MORE
AVOID READING OR WATCHING OR LISTENING UNWANTED LITERATURE, GOSSIP, MEDIA PRESENTATION ETC.
INTERACT WITH QUALITATIVE PEOPLE.
IMPROVE ON YOU TOPIC OF DISCUSSION,
PRACTICE MEDITATION & GOOD THOUGHTS.
THINK AND SPEAK.
DO NOT SPEAK TOO FAST.
USE SIMPLE VOCABULARY.
DO NOT SPEAK ONLY TO IMPRESS SOMEONE.
LOOK PRESENTABLE AND CONFIDENT.
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…in the new global and diverse workplace requires
excellent communication skills!
Success for YOU…
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Questions