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CHAPTER -4 COMMUNICATION SKILLS

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Page 1: CHAPTER - 4 COMMUNICATION SKILLSnewhorizonindia.edu/nhc_kasturinagar/wp-content/uploads/...TYPES OF LISTENING •ACTIVE LISTENING •PASSIVE LISTENING •SELECTIVE LISTENING •EMPATHETIC

CHAPTER - 4

COMMUNICATION SKILLS

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CORPORATE COMMUNICATION

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FEATURES OF COMMUNICATION

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OBJECTIVES OF COMMUNICTION

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PRINCIPLES OF

COMMUNICATION• Simple language• No ambiguity• Proper medium of communication• Adequacy of information• Right climate in the organisation• Follow up action• Training to the communicators• Co-operation of personnel• Messages should not be mutually conflicting• Action should be in the line with the message.

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PROCESS (OR) COMPONTENTS OF

COMMUNICATION

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IMPEDIMENTS (OR) BARRIERS OF

EFFECTIVE COMMUNICATION

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IMPORTANCE OF FEEDBACK IN COMMUNICATION

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FORMS OF COMMUNICATION

According to

Organisational StructureAccording to Direction

According to

Expression

Downward

communication

Upward

Communication

Horizontal

Communication

Formal

Communication

Informal

Communication

Oral

Communication

Written

Communica

tion

Diagonal

Communicatio

n

Gesture

communica

tion

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CASUSES / REASONS FOR COMMUNICATION

GAP

• Fear

• Mistrust

• Body language and tone

• Maintaining an attitude

• A channel or system of communication

• Contempt- if there is contempt, then that reflects in words, and leads to dirty or half hearted conversations.

• Fixed ideas

• lack of homework

• Communication medium

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ORAL COMMUNICATION

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NON- VERBAL COMMUNICATION

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WRITTEN COMMUNICATION

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PRINCIPLES OF EFFECTIVE WRITING

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ADVANTAGES OF WRITTEN COMMUNICATION

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FORMAL COMMUNICATION

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CHARACTERISTICS OF FORMAL COMMUNICATION

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ADVANTAGES OF FORMAL COMMUNICATION

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INFORMAL COMMUNICATION

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ADVANTAGES OF INFORMAL COMMUNICATION

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VERTICAL COMMUNICATION

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ADVANTAGES OF VERTICAL COMMUNICATION

• Conveying message of subordinate:

• Maintains good labor-management relations:

• Maintains organizational discipline:

• Explaining policies and plan

• Effective decision making

• Help in decentralizations

• Avoid by-passing

• Maintains chain of command

• Assigning jobs and evaluating performance

• Increase efficiency

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DISADVANTAGES OF VERTICAL COMMUNICATION

• Delay process

• Disturbing discipline

• Efficiency reduces

• Loss or Distortion of information

• Reduces relationships

• Slowness system

• Negligence of superiors

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UPWARD COMMUNICATION

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ADVANTAGES OF UPWARD COMMUNICATION

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DOWNWARD COMMUNICATION

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ADVANTAGES OF DOWNWARD COMMUNICATION

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TYPES OF DOWNWARD COMMUNICATION

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HORIZONTAL COMMUNICATION OR LATERAL COMMUNICATION

EXAMPLES

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ADVANTAGES OF HORIZONTAL COMMUNICATION OR LATERAL

COMMUNICATION

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DISADVANTAGES OF HORIZONTAL COMMUNICATION OR LATERAL

COMMUNICATION

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DIAGONAL COMMUNICATION

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ADVANTAGES OF DIAGONAL COMMUNICATION /

CROSS WISE COMMUNICATION

• Building of cross department teams

• Selecting the right person for transmitting the information

• Fast method of communication

• Encourages friendliness & informality

• Correct information is transmitted

• Effective in critical situations

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DISADVANTAGES OF DIAGONAL COMMUNICATION /

CROSS WISE COMMUNICATION

• Destroys lines of authority

• Creates ego issues

• Lead to conflicting orders & hence further confusion

• Verbal & hence no accountability.

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INTERNAL COMMUNICATION

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TYPES OF INTERNAL COMMUNIATION

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MEANING OF CROSS CULTURAL

RELATIONSHIP

• Cross cultural relationship is the ability to from,foster, improves relationship with member ofculture, different from one’s own.

• Cross cultural relationships builds on culturalvalues, perceptions, social structure and decisionmaking practices.

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VISUAL COMMUNICATION

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VISUAL AIDS / AUDIO VISUAL AIDS

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TYPES OF VISUAL AIDS

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ADVANTAGES OF VISUAL COMMUNICATION

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DIFFERENCE BETWEEN ORAL COMMUNICATION VS WRITTEN

COMMUNICATION

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NEED AND IMPORTANCE OF LISTENING

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TYPES OF LISTENING

• ACTIVE LISTENING

• PASSIVE LISTENING

• SELECTIVE LISTENING

• EMPATHETIC LISTENING

• APPRECIATIVE LISTENING

• CRITICAL LISTENING

• PROJECTIVE LISTENING

• RELATIONSHIP LISTENING

• COMPREHENSIVE LISTENING

• INTUITIVE LISTENING

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LISTENING PROCESS

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BARRIERS TO LISTENING

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SPEAKING SKILLS

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STEPS TO IMPROVE THE SPEAKING SKILLS

• STEP 1: UNDERSTAND THE AUDIENCE

• Understand the audience

• Analyse the circumstances

• STEP 2: PRESENTATION PREPARATION

• Brainstorm the topic

• Collect information

• Write a draft and check out for correction

• Use visual aids

• Practice the presentation and read it aloud

• STEP 3: DELIVER THE PRESENTATION

• Deliver of your speech

• Handling question

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BODY LANGUAGE / KINESICS

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FORMS OF BODY LANGUAGE• Aggressive body language: showing physical threat

• Defensive body language: protecting self from attack

• Attentive body language: showing real interest

• Bored body language: just not being interested

• Deceptive body language: seeking to cover up lying or other deception

• Emotional body language: identifying feeling

• Evaluating body language: judging and deciding about something

• Open body language: many reasons for being open

• Closed body language: many reasons are closed

• Power body language: demonstrating one’s power

• Relaxed body language: comfortable and unstressed

• Dominating body language: dominating others

• Submissive body language: showing you are prepared

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GUESTURES

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POSTURE

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DRESS CODE

• Dress code refers to a set of rules specifying the typesof clothing to be worn by a group or by people underspecific circumstances

• People are treated on the basis of their social statustheir dress indicates well dressed individuals aretreated favourably than a poorly dressed individual

• The kind of clothing one should wear is based on theenvironment and comfort factor. In a business situationa person dressed inappropriately will not be takenseriously

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FASCIAL EXPRESSION

• List fascial expression: smile, bush, happiness, sadness, anger, disgust, fear, surprise.

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SPEECHES

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CHARCTERISTICS OF SPEECHES

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PRESENTATION SKILLS

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TYPES OF PRESENTATIONS• Monologue presentations – speaker speaks without interruption

and at the end, answers the questions of audience. Example: class room situation.

• Guide discussions• Sales presentations• Lecture• Seminar• Discussion• Posters• Slide shows• PowerPoint• Videos• Presentation software• Handouts• Flip charts – paper stand• White or black board

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HOW YOU DESIGN A NEW PRESENTATION

• Identifying the purpose

• Considering the audience

• Selecting the content

• Organising the structure

• Designing visual aids

• Rehearsing the presentation

• delivering the presentation

• Evaluating the performance

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GROUP DISCUSSIONS

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FACTORS TO BE CONSIDERED FOR GROUP

DISCUSSION

• Subject knowledge

• Presentation

• Language

• Logical thinking

• Clarity in thoughts

• Body language

• Dress code

• Exchange of information

• Discuss each other’s interpretations

• Stay on topic

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INTERVIEW

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TYPES / METHODS / TECHNIQUES OF

INTERVIEW

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COMMON INTERVIEW QUESTIONS

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TIPS / REQUIREMENTS FOR SUCCESSFUL

INTERVIEW

• Arrive about 5 to 15 minutes early for the interview

• Dress in conservative and appropriate manner. Always wear the best

• Greet the interviewer with a firm handshake and establish good eye contact

• Give the interviewer undivided attention

• Relate your work experience and academic coursework directly to the job skills required

• Be alert to cues that’s the interview is about to end.

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MEANING OF RESUME• A Resume is document that markets your skills, abilities and

qualifications.

• resume is a one to two page formal document that lists a job applicant's work experience, education and skills. A resume is designed to provide a detailed summary of an applicant's qualifications for a particular job - it is not usually meant to provide a complete picture.

• A good resume gives the potential employer enough information to believe the applicant is worth interviewing. A one-page cover letter, submitted along with the resume, can provide additional information about the applicant's qualifications.

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CONTENT/ TIPS OF GOOD RESUME