COMMUNICATIONSKILLS

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

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.

What are the most common ways we communicate?

Spoken Word

Written Word

Visual Images

Body Language

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.

Process of CommunicationProcess of Communication

SourceSource EncodingEncoding ChannelChannel DecodingDecoding ReceiverReceiver

Feedback

Context

Msg Msg Msg Msg

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

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.

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

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

11

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.

12

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.

Barriers to communication

• Noise• Inappropriate medium• Assumptions/Misconceptions• Emotions• Language differences• Poor listening skills• Distractions

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.

HIERARCHY LEVEL

Executive Director

Vice President

A.G.M.

Manager

Supervisor

Forman

Supervisor 3Supervisor 1 Supervisor 2

Manager

Horizontal Comm.

Non verbal communication

Verbal communication

Oral communication

Written communication

Forms of communication

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.

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.

Selecting a Medium

Face-to-face conversations

Telephone calls E-mails Letters Computer reports Photographs

Bulletin boards Meetings News releases Press conferences Advertising

Written communication

The communication in which the information is exchanged in the written or printed form. It creates a record and can be preserved.

Forms of written communication

Forms of written communication

Reports

Reports

Brochures

Brochures

Letters

Notes, News paper

Books

FaxFax E-mail

E-mail

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

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.

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.

…in the new global and diverse workplace requires

excellent communication skills!

Success for YOU…

Questions