Communication Sc

8/6/2019 Communication Sc

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Communication Skills

Laleen Katagodage



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Our Learning Objectives

� Why do we need to develop

communication skills?

� Communication success and failures

� What are the benefits to ourselves andto the organization?



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Communication� Communication is a two-way process in

which people transmit (send) and

receive;

* ideas

* information

* opinions* emotions



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CommunicationIn the world of business, the aim should be to

develop communication patterns, between

individuals and groups, that are;

* Meaningful

* Direct* Open and Honest



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Effective Communication

Management

Customers

Colleagues/Peers

Family&Friends

Communication

Leadership Teamwork

Sales Service



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Communication� Formal communication

established and agreed

procedures

� Informal communicationchannels not formally recognized

µthe grapevine¶



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Formal & Informal

Communication� Downwards

instructions

orders, procedures� Upward

reports & requestsgrievances & complaints, suggestions

� Horizontal ± Lateralinformation, decisions

� Grapevinepositive and negative aspects



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The Basic Communication

Model

messageencoding decoding

Feedback

Transmitter Medium Receiver



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CommunicationMessage What gets transmitted ± the Meaning

Channel How it gets transmitted ± the medium

Code Language in which it gets transmitted ± the

method

Verbal Using written or spoken language

Non-verbal Pictures, drawings, signs, sounds, body

language

Combination TV, multimedia



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Why Do We Need to Develop

on Communication Skills?

Time

Respect BusinessMoneyConfidenceCredibility

RelationshipsStaff Trust Clients

We Gain in



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When Communication Succeeds

Feel goodDo their jobs well

Work togetherFeel motivatedUnderstandSave time

Feel empowered Assume responsibilityShare informationRespect, trust and like youlisten

People



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Seek OpportunitiesT

o Develop� First, look at your self

� What do others say about you

� Listen� Concentrate

� Ask questions

� Learn from what you do

� Learn from what other people do� Learn from what other people say

� Apply what you have learned

� Practice, Practice, Practice



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Communication� Verbal

� Non-verbal

� Written

� Electronic

� Audio/visual

� Meetings� Notice/bulletin boards

� Media



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Communication� Verbal

Signs

Spoken wordsWritten words

� Non-verbal

Body languageGesturesFacial expressions



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FACE-TO-FACE

Most people prefer to

get information face-to-face, especially

from their immediate

supervisor



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FACE

-T

O-FACE

The Benefits

� Opens two-way communication

� Allows for immediate response to questions,

misinterpretations, feedback etc.

� Takes advantage of voice and bodylanguage



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Written Communication

� Memos

Reports Bulletins Letters

News Letters Handwritten Notes



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Telephone & VoiceM

ailTips

Give undivided attention when speaking on the phone

Before placing a call write down key points you want tocover

Try to return calls immediately, if someone is calling it must be important to them

Avoid calling when angry, be friendly and helpful Be cheerful when communicating over the phone

Do not speak with food in your mouth



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Listening Skills

Listening can be our most powerful

communication tool! Be sure to use it!

Listen Respond Act

Carefully to what is said If necessary ask forclarifications

Finally take action

� Hearing and listening are not the same

� Hearing is the act of perceiving sound

� Listening is a selective activity with meaning



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Listening Skills Active listening Spend more time listening than talking

Do not finish the sentence of others

Do not answer questions with questions

Respond after the other person has finishedspeakingNOT while they are speaking

Never day dream or be preoccupied with yourown thoughts when others speak

Do not dominate, interrupt unnecessarily

Provide feedback and take brief notes



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Feedback The most important & much neglected

Feedback Vs criticism

Giving feedback & receiving feedback

Open mind but not an empty mind

Cultural differences in giving feedback Acceptance & acknowledgement

Developing areas of importance



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Non-Verbal CommunicationThe body speaks.

55% of what people perceive of others comes

from body language and facial expressions

38% comes from tone of voice

7% is based on the actual words people use

Messages conveyed through body movements, the intonationsor emphasis we give to words, facial expressions and thephysical distance between the sender and receiver.



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Non-Verbal Communication

Importance of successful first impressions Colours and odors

Clothing, image and first impressions

Know your colours and dress for the occasion

Be what you are! Use your eyes correctly & control them

Smile

Greet appropriately

Biological need for space - Maintain your distance

Use correct gestures

Do not be apish, aggressive

Give concern on parts of the body that leak



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Barriers to Effective Communication

Language* literally different language, or* different levels of comprehension

Status and position* you are the boss* you have a different standard of living &

expectations of your staff

Resistance to change

Physical characteristics

Psychological bias and prejudice

Conflicting priorities

Information overload

Types



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What is Our Action Plan?

Discussion ««««««««««««««



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Conclusion

Simply Help People to Understand You!

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Communication Sc