Communication SkillsCommunication Skills
Fa
mily
Neigh
bors
Subordinate
Friends
Colle
ag
ue
Boss
AcquaintanceFellow Travelers
Have you ever thought !!Have you ever thought !!Relationship Building
Influence Others
Achieve Objectives
To be Effective
DefinitionsDefinitions
Communication comes from a Latin verb ‘Communicare’ which means to impart, to participate, to share or to make common
Communication is the process by which two or more persons come together to exchange ideas and understanding amongst themselves’
( Koontz and O’Donnell )
How Much to communicateHow Much to communicate
Most of the Inter-personal problems are because of improper communication.
Has to be most appropriate and just Under communication…….. Over Communication……… Mis-communication-Conflict, mis-
understanding, inaction, wrong action etc…etc.
Why CommunicationWhy Communication
INDIVIDUALS To share knowledge and information To build relations with Individuals To express emotions to others To present ideas- to be aptly understood To influence others of ideas/opinions To transact any deals/ Business needs
etc. etc.,
Why Communication (contd..)Why Communication (contd..)
GROUPS To achieve common goals/cause To reach a common understanding To ensure the group for effective
completion of a task To share common values/ systems To build relationships To Work/progress with common interests
Why Communication (Contd.)Why Communication (Contd.)
Types of CommunicationTypes of Communication
Informal -
Grapevine is the informal channel of communication amongst people which flows around water coolers, down hallways, through lunch rooms and wherever people get together in groups.
Advantages Disadvantages
Transmits information at fast speed
Not very dependable
Feedback reaches the managers faster
Does not always carry complete information
It draws the worker near to each other
Information may be distorted
Communication NetworksCommunication Networks
Subordinate
Subordinate
Subordinate
Subordinate
Wheel Chain
Circle All Channel
Bad CommunicationBad Communication
Language Barrier
Status Barrier
Physical Barrier
Resistance to change
Wrong choice of Medium
Psychological Barriers
Barriers to communication
5 Cs of Good Communication5 Cs of Good Communication ConcisenessWrite the message in as few words as possible
CompletenessEnsure that all the information needed by the reader to
respond or act is included
CourtesyShow consideration for the receiver
ClarityWrite clearly
CorrectnessCheck the letter for accuracy of all statements and details
Brain Storm- Essential of Good Brain Storm- Essential of Good CommunicationCommunication TEAM –A-Mediums of Comminication E-Mail,Telecon,Gp.Discussion Technical Presentation, NB, Intranet,
Internet, Meetings, circulars, Posters, Group exercises songs
TEAM-B Various Attributes of a Good
Communication
Essentials of Good CommunicationEssentials of Good Communication
Verbal Vocabulary and Usage Pronunciation Courtesy Three stages
Tell them what you are going to tell themTell themTell what you have told them
Physical Quality of SpeechABC- Accuracy, Brevity, ClarityKISS-Keep it short and simple
Essentials of Good CommunicationEssentials of Good CommunicationNon-Verbal CommunicationBODYBODY-LANGUAGE-LANGUAGE
Posture Relaxed, open, Comfortable on both feet
Gestures Reaches out
Expressions Attentive and Interested
Eye Contact Direct, looks at everyone
VOICE
Voice Appropriate, Modulates
Rate of Speech Moderate, Varies
Verbal Clues “I think” “I feel” “What are our options”
Essentials of Good CommunicationEssentials of Good Communication
ListeningListening is not the simple ability to decode information; it is a two way exchange in which both parties involved must always be receptive to the thoughts, ideas and emotions of the other person.
Please Listen to OthersLook Interested what they are saying is important
and means a lot to you
Inquire with questions right and relevant use of technique
Stay on target be attentive
Evaluate the message, read between the lines
Neutralise your feeling emotional leakage/ biases/ prejudices/perceptions/ selective
listening
Tools of CommunicationTools of Communication
Body Language Body Expressions: Eyes, Face, Arms,
Movements Listenning skills Presentation styles be constantly improved Customisation: Know the Audience.
Language, tone , style, feelings, courtsy etc. Content: Prepare, Prepare and prepare
Feed Back
Feed Back is a mechanism by which the sender reconfirms the receivers understanding of the message. This is essential with a view to ensuring that the communication is properly understood
the way it was meant to be
Essentials of Good CommunicationEssentials of Good Communication
Disadvantages of Bad Disadvantages of Bad CommunicationCommunication
Can be Misunderstood and can lead to Conflicts
May not be taken seriously loose control Reduced effectiveness and loose focus Can lead to loss opportunity/friends/goal
Advantages of Good Advantages of Good CommunicationCommunication Would be understood properly Ability to handle any situations Ability to lead others coorectly Willingness of others to be lead by you Helps in easy decision making Helps in reducing and resolving conflicts Personality with a difference
How to be effective in communicationHow to be effective in communication
Self Clarify objective - Inform
-Understand- Perform- Transform
Practice proper expression – Written, Verbal, Non-verbal Learn to Listen Learn to empathise Learn to deal with emotions Watch your tongue Be gentle – People are fragile Learn to use feed backs effectively Learn to apologise if you have communicated wrongly
How to be effective in communicationHow to be effective in communication
As a Group Member Always keep the objective of the group in mind Listen and appreciate others point of view Clarify Assumptions Communicate your views, ideas truthfully but softly Record points depending on the importance of
subject, for future reference Use feedback
In an Organisation Identify the receiver – whether to an
individual, a group/ Dept. or all Be clear and avoid ambiguity Ensure physical receipt of communication Use feed back Be proactive in communicating Avoid distractions Use grapevines positively
How to be effective in communicationHow to be effective in communication
Communication–A Continuous ProcessCommunication–A Continuous Process
Communication at all times must be WIN-WIN
Communication
Effective
Communication
Action for Effective
Communication