Upload
shruti-sharma
View
219
Download
0
Embed Size (px)
Citation preview
7/30/2019 art of building soft skills
1/22
The Art Of
CommunicationPresented By
7/30/2019 art of building soft skills
2/22
Learning Objectives
What is Communication?The Communication CycleImpact of a message
Types of CommunicationStyles of CommunicationEffective ListeningOrganizational Communication FlowBarriers to CommunicationCommunicating Effectively
7/30/2019 art of building soft skills
3/22
What is Communication?
The dictionary defines communication as:
A process by which information is exchanged between
individuals through a common system of symbols, signs or behavior
Communication is a two-way process which involves: Listening to others (Receiving) message Asserting/Expressing (Sending)
7/30/2019 art of building soft skills
4/22
Communication Goals
To change behavior
To get action
To ensure understandingTo persuade
To get and giveInformation
7/30/2019 art of building soft skills
5/22
Communication Cycle
Communication normally goes through a cycle involving:
The Sender
The Message
The Channel
The Recipient
7/30/2019 art of building soft skills
6/22
Impact of a MessageFace-To-Face Communication
BodyLanguage57%
Tone36%
Words7%
Body Language Tone Words
7/30/2019 art of building soft skills
7/22
Impact of A MessageVoice Communication
Tone86%
Words14%
Tone Words
7/30/2019 art of building soft skills
8/22
2 Types of Communication
1. Verbal CommunicationWordsVoice modulation
2. Non-Verbal CommunicationCommunicates emotions and attitudesRegulates verbal messages
7/30/2019 art of building soft skills
9/22
Verbal Communication
Words Use simple language (avoid jargon and slang) Make sure that you are grammatically correct Be clear and precise (avoid redundancy)
Voice Modulation Diction Tone Pitch Volume Rate
7/30/2019 art of building soft skills
10/22
Non-Verbal CommunicationGestures Are you aware of how you look to others? Find out your habits and nervous gestures
Posture and movement Stand tall
Facial Expressions Smile Eye Communication
90% of our personal communication calls for involvement.To show involvement, look at your audience for 5 to 10
seconds before looking away.
7/30/2019 art of building soft skills
11/22
CommunicationRights and Responsibilities
Rights Responsibilities
1. You have the right to betreated with respect.
2. You have the right to haveand express your ownopinions.
3. You have the right to ask for
what you need in order to beeffective.
4. You have the right to setreasonable limits.
1. You have the responsibility totreat others with respect.
2. You have the responsibility tolisten to the opinion of others.
3. You have the responsibility toacknowledge and address the
needs of others.4. You have the responsibility to
respect the limits andboundaries of others.
7/30/2019 art of building soft skills
12/22
Styles Of Communication
Acceptsresponsibilities.
Extends but doesnot feel entitled torights .
Both exercisesand extendsrights andresponsibilities.
PassiveDemands but doesnot extend rights.
Does not acceptresponsibilities.
Assertive Aggressive
7/30/2019 art of building soft skills
13/22
Effective Listening Involves. . .
. 1. Setting the stage Remove Distractions
Be open and accessible
Listen with Empathy
2. Ensuring MutualUnderstanding
Reflect feelings
Paraphrase main ideas
Seek clarification
Confirm next steps
3. Understanding bodyLanguage
Observe position and posturing
Make eye contact
Consider expressions/gestures
4. Suspending judgment
Concentrate
Keep an open mind
Hear the person out
7/30/2019 art of building soft skills
14/22
3 Types of Listening
Active Listening
Passive Listening
Hearing
7/30/2019 art of building soft skills
15/22
Listening and Speaking
Listening takes:Concentration and energyCuriosity and open-mindedness
Analysis and understanding
Speaking requires:Sharp focusLogical thinkingClear phrasingCrisp delivery
7/30/2019 art of building soft skills
16/22
Organizational Communication Flow
Downward
InstructionsDirectives
Horizontal
Coordination
Upward
Information
7/30/2019 art of building soft skills
17/22
Vertical Communication
Upward Communication Consists of messages sent up the line from subordinates to
bosses. Includes employee suggestions, reactions to organizational
policies, inquiries or concerns.
Downward Communication Flows from individuals in higher levels of the organization to
those in lower levels. Includes meetings, official memos, policy statements, manuals,
and organizational publications.
7/30/2019 art of building soft skills
18/22
Horizontal Communication
The horizontal information flow thatoccurs both within and betweendepartments.
Generally, the purpose of lateralcommunication is coordination andcollaboration.
7/30/2019 art of building soft skills
19/22
Barriers To Effective CommunicationAssumptions
Fears Reluctance to confront Ridicule, rejection, fear of being wrongValues and attitudes
Generation Gap
Information overload When the information we can process is exceeded
Trust and Honesty A lack of trust can cause the receiver to look for hiddenmeanings in the senders message.
Cross-Cultural Diversity The greater the difference between the senders and receivers
cultures, the greater the chance for miscommunication.
7/30/2019 art of building soft skills
20/22
Key To Communicating EffectivelyKnow your subject.Focus on the purpose.Know your audience.
Use a confident tone and a level pitch. Be calm and collected at all times. Try to eliminate excessive ums and uhs as fillers.
Speak slowly and make use of pauses to stress important ideas. Use accurate diction and correct pronunciation
Know what you are talking about and accept the limitations ofyour knowledge.
Be vibrant and enthusiastic. Avoid a dull, monotonous tone. Be loud enough to be easily heard .
7/30/2019 art of building soft skills
21/22
.
Barriers to communication can lead to misunderstanding and confusion
7/30/2019 art of building soft skills
22/22
Remember. . .
Effective communicationencompasses a multitude ofskills.
Skills can be learned andpracticed.