COMMUNICATION SKILLS

What are the most common ways

we communicate?

Spoken Word

Written Word

Visual Images

Body Language

What is Communication?

Communication is the transmission of an idea or feeling so that the sender and receiver share the

same understanding.

Derived from the Latin word "communis", meaning to share.

Communication is the exchange of thoughts, messages, or information, as by speech, visuals, signals, writing, or

behavior.

Components of Communication

• Context

• Sender – Encoder

• Message

• Medium

• Receiver Decoder

• Feedback

The Communication Process

VARIOUS TYPES OF COMMUNICATION

I. One way communication

II.Two way communication

III.Verbal communicationIV.Non-verbal

communicationV.Formal

communicationVI.Informal

Communication

Types of Communication

One-way communication

Two-way communication

One to many

One way Communication Model

Message Encode ChannelReceive decode

meaning

SENDER

RECEIVER

Two Way Communication Model

Encode Message Channel

Decode as receiver

Channel MessageEncode as

Sender

Receive decode

meaning

SENDER RECIEVER

Types of Communication

Verbal Communication

Non-verbal communication

Communication Channels

Formal Informal

Upward Downward LateralGrapevine

Formal Communication

Formal Communication channels are the systems designed by management to channelize the flow of communication along formal organizational structure.

Formal Communication may be upward, downward or lateral (horizontal).

Upward communication

Upward Communication is flowing of message from subordinates to superiors.

Marketing Manager

Finance Manager

Branch Manager

Operations Manager

CashierBDO Officer

UPWARD COMMUNICATION IN A BANK

Downward communicatIon

Downward Communication Flows down from top to bottom of the organizational hierarchy and carries message from higher authority to lower and down below.

Managing Director

Marketing Manager Production Manager Personnel manager

Sales officer 1

Sales Officer

2

Manager Plant

Manager Plant

Supervisor 1

Supervisor 2

DOWNWARD COMMUNICATION IN A FIRM

Lateral communication

Lateral or horizontal communication flows between persons at the same hierarchical level either of the same or other department or division of the organization.

Branch Manager

Marketing Manager

BDO

Finance Manager

Cashier

Operations Manager

Officer

LATERAL COMMUNICATION IN A BANK

INFORMAL COMMUNICATIONInformal Communication

takes place outside the

formally prescribed and

planned network or channel.

It is spontaneous and off the

record and beyond the

organizational hierarchy. It

has no set rules or

regulations and no particular

Direction. It is also known as

Grapevine.

Grapevine

Types of Grapevine

Single Strand (Each tells one another)

A

B

C

D

Gossip (One tells all).

A

EF

H

GDC

B

Probability (Each randomly tells others)

KB

D

I

G

F

A

J

Cluster (Some tell selected others; most typical)

C

A

E

F

D

B

J

Features of Effective Communication

Active Listening

Eye contact

Posture

Simple language

Questioning skills

Barriers to communication

Semantic Barriers

Physical Barriers

Attitudinal Barriers

Psychological Barriers

Social Barriers

7 C’S OF COMMUNICATION

Will it win good will? Have you used positive, "pleasant-toned" words? Have you used "I appreciate," "please", and "thank

you" somewhere in your message? Would you enjoy reading what you have said?

COURTEOUS

CONSIDERATE: The YOU-Attitude

Have you put the client

first?

Have you floodlighted

his/her interests?

Have you walked in

his/her moccasins?

Have you talked his/her

language?

CLEAR

Have you used familiar words, short sentences? Have you presented only one idea in each

sentence? Have you avoided "business" and technical terms? Have you used the reader's language?

COMPLETE

Have you given all the facts?

Have you covered the essentials?

Have you answered all his/her questions?

Did you PLAN what you said?

CONCISEHave you plunged right into the subject of the

message? Have you avoided rehashing the reader's letter? Have you said enough, but just enough? Have you avoided needless "filler" words and

phrase?

CONCRETEHave you given the crisp

details the client needs? Have you made the

details razor and needle-sharp?

Have you flashed word pictures, made facts vivid?

CORRECTHave you checked all

facts for correctness? Have you verified all

numbers and amounts?Is the appearance of the

letter effective? Is it clean, well-spaced?

Have you checked your spelling, punctuation, grammar, etc.?

Benefits of effective communication

Quicker problem solving

Better decision making

Steady work flow

Strong business relations

Better professional image

Hearing Vs Listening

Hearing – Physical process, natural, passive

Listening – Physical as well

as mental process, active,

learned process, a skill

Listening is hard.You must choose to participate in the process of listening.

…in the new global and diverse workplace requires

excellent communication skills!

Success for YOU…

THANK YOU