effective communication skills - part 1
Post on 16-Sep-2014
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Effective Communication SkillsTRANSCRIPT
EFFECTIVE COMMUNICATION
SKILLSPART 1 – INTRODUCTION
EFFECTIVE COMMUNICATION
SKILLSPART 1 – INTRODUCTION
• To understand the importance of communication
• To improve upon verbal communication – written & oral
• To improve upon non-verbal communication – body language, listening skills, mannerisms
ObjectivesObjectives
What is communication?What is communication?
• A process of transferring information from one entity to another:– Effective Communication
– Interpersonal communication
– Formal Communication
ProcessProcess
SENDER(encodes)
RECEIVER(decodes)
Barrier
Barrier
Medium
Feedback/Response
Communication is:Communication is:
Words
ParalinguisticBody Language
55%
7%
38%
Why should you improve your communication skills?
Why should you improve your communication skills?
• Interact – Socially/Professionally
• Negotiate
• To develop yourself as a professional
• Progress
• Competition
Activity
• Draw a picture
ActivityActivity
7 Cs of Communication7 Cs of Communication
• Clarity
• Completeness
• Concreteness
• Courtesy
• Conciseness
• Correctness
• Consideration
Few major Barriers in communicationFew major Barriers in communication
• Unwillingness to communicate
• Lack of Self-Confidence
• Language differences
• Vocabulary level
• Voice quality
• Assumptions
• Distractions
• Weak listening ability
• Emotions
• Less Interest
• 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.
• Always pay undivided attention
• 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.
• 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• While listening do not glance here and there as it might
distract the speaker• Do not interrupt the speaker• Do not jump to the conclusion that you have understood
everything
Formal CommunicationFormal Communication
• Rules of communication:– Go through channels
– Adhere to orders and direction coming from above
– Escalate problems as needed going through your chain of command
– Avoid badmouthing – superiors/colleagues
First ImpressionFirst Impression• It takes just a quick glance, maybe three seconds,
for someone to evaluate you when you meet for the first time. – Be on Time– Be Yourself, Be at Ease– Smile!– Be Open– Small Talk …– Be Positive– Be Courteous And Attentive
Implementations Implementations
• When at work, speak only in English
• Self – introduction ( 2 - 4 minutes) next week