COMMUNICATION

Studies tell 70 % of mistakes in the Studies tell 70 % of mistakes in the workplace are a direct result of workplace are a direct result of

poor communication…..poor communication…..

CommunicationCommunication

Communication is simply a two Communication is simply a two

way process of exchanging way process of exchanging

ideas, information or ideas, information or

transmitting verbal and transmitting verbal and

non-verbal messages.non-verbal messages.

Effective CommunicationEffective Communication

EFFECTIVE COMMUNICATION

PRODUCTIVE RELATIONSHIP

We communicate to…We communicate to…

• Get information• Get feedback• Motivate• Praise• Greet• Sell• Etc.

Process of Communication

Communication is the process of sending and receiving information among people…

SENDER RECEIVER

Feedback

receiver sender

MediumEncode Decode

Barriers to Communication

• Noise

• Inappropriate medium

• Assumptions/Misconceptions

• Emotions

• Language differences

• Poor listening skills

• Distractions

Overcoming the barriers of effective communication

Effective Communication skills

Body language

(Smile, Eye contact, Gestures, tone)

Cultural Sensitivity

Checking for understanding

Summarizing what has been said

Seeking Participation

Effective Questions

Simple Words

Connecting withThe audience

7c’s Of Communication

CLEAR COMPLETE CORRECT

CONCISE COURTEOUS

CONCRETE

CONSIDERATE

Path for good communication

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.

ESSENTIALS OF COMMUNICATIONDos

ESSENTIALS OF COMMUNICATIONDos

Always pay undivided attention to the speaker while listening.

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 COMMUNICATION DONTS

Do not use technical terms and terminologies not understood by majority of

people

Do not speak too fast or too slow

Do not speak in inaudible surroundings as you wont be heard

Do not assume that everybody understands you

Do not interrupt the speaker.

Do not jump to the conclusion that you have understood every thing.

Do not instantly react and mutter something in anger.

While listening do not glance here and there as it might distract the speaker.

Probing Questions

• Can you be more specific?• Can you give me an example of that?• What happened then?• How does this affect you?• What might cause that, do you think?• Can you fill me in on the details?

Before communicatingAsk yourself…

What is the main purpose/aim?

Who will receive it?

What is the likely attitude of the listener?

How much does he need to know?

Is my timing right?

What is the main subject?

Are the major points clear?

Is there any ambiguity?

Importance of listening

“If we were supposed to talk more than listen, we would have been

given two mouths and one ear.”

Mark Twain

What is listening ?

Listening is the absorption

of the meanings of words

and sentences by the

brain. Listening leads to the

understanding of facts and

ideas.

Various stages to listening

Hearing

Focusing on the message not the person

Comprehending and interpreting

Analyzing and Evaluating

Responding

Remembering

Value Of Listening

Listening to others is an elegant art.

Good listening reflects courtesy and good manners.

The result of poor listening skill could be disastrous in business, employment and

social relations.

Good listening can eliminate a number of imaginary grievances of employees.

Good listening skill can improve social relations and conversation.

Listening is a positive activity rather than a passive or negative activity.

Techniques of active listening

PARAPHRASEPARAPHRASE

Restate what was said in your own

words

PARAPHRASEPARAPHRASE

Restate what was said in your own

words

SUMMARIZESUMMARIZE

Pull together the main points of a

speaker

SUMMARIZESUMMARIZE

Pull together the main points of a

speaker

QUESTIONQUESTION

Challenge speaker to think further, clarifying

both your and their understanding, however

suspend judgment

QUESTIONQUESTION

Challenge speaker to think further, clarifying

both your and their understanding, however

suspend judgment

How to improve your listening skills?

• Maintain eye contact with the instructor

• Focus on content than on the way that it is being said.

• Avoid selective listening

• Avoid distractions

• Ask questions to stay active and interested.

• Face the speaker

• Maintain eye contact

• Respond appropriately – say yes, nod, etc.

• Do not be preoccupied with your own thoughts.

Improving Body Language - Tips

• Keep appropriate distance

• Touch only when appropriate

• Take care of your appearance

• Be aware - people may give false cues

• Maintain eye contact

• Smile genuinely

…in the new global and diverse workplace requires

excellent communication skills!

Success for YOU…

Questions