COMMUNICATION SKILLS

Mohamed Abu El Nour

AGENDA

1- Communication process.2- perspectives in communication.3- Elements of communication.4- Basic of listening skills.5- Effective written communications.6- Communication styles.

What's The COMMUNICATION ?

Communication :is the art and process of creating and sharing ideas and information from one person to others . effective communication depends on the richness of ideas.Communication skills: are the tools that we use to remove barriers to effective communication.Importance of communications: so important to success in workplace as in study of university of Pittsburgh they found the most important factor in selecting mangers is communication skills. To be successful at communicating its important to recognize these barriers as communication can occur at multiple points in communication process.

COMMUNICATION PROCESS

Composed of several stages each of which offer potential barriers to successful communication.

Source

Encoding

ChannelDecoding

Receiver

message

messag

e

message

feedback

message

context

1)Source: The source of message is sender. the sender must know a)why the communication is necessary?b)What result are needed?c)What's the message you want to communicate?

2)Message: The information you need to communicate and without it no cause for

communication.

3)Encoding: Is the process of taking your message and transferring it into the proper format for

sharing it with your audience. It require to known a) Audienceb)if the message have all information that they need.c)Eliminate source of confusion as mistaken assumptions, different language, culture issues.

4)Channel: The method of communication that you choose such as:a)Verbal communication channels :like face to face, telephones , video conference.Advantage: role of body language

disadvantage: difficult to give complex information or instructions by using just telephone.

b)Written communication: letters, e-mails , memos ,reports.Advantage: A proof for communication disadvantage: bad results if you send criticism through email.

5)Decoding: Process of receiving the message accurately and requires that your audience has means

and understand the information you are sharing. If person you need to communicate lacking skills to decode your message then you

need to resend it in a different way and more clarifying information's.

6) Receiver : You have expectations for a response from the receiver when you send message . you can increase the chances of getting this result bya)Addressing audience concernsb) Addressing specific benefits.

7)Feedback: Lets you gauge how successful you were at communicating. its also offers chance to adjust and improve your communication process for the

future.

8)Context: Is the situation in which your communicating involves things such as your relationship

with your audience , culture of your organization and your environment. It helps determine tone and style of your communication.

Perspectives in communication

Our individual perceptions can filter through which we communicate with others.A)Visual perception: These filter can be visual as simply there s two different ways to see the same thing.

B) Language:The same words can have different meaning depending how we interpret them.so although we think our meaning is clear when we use specific words in certain order, we cant always be certain that other person will read or hear them in that way.

“Effective listeners remember that (words have no meaning )but (people have meaning) as this internal process as meaning coming from inside us. and although our experience , knowledge, and attitude differ we often misinterpreteach others messages”. C)Others factors effecting our perspectives:1)Past experience: You would bring outside information because you have learned in the past that

comparing situation can be helpful in decision making. that example can powerful ways to make your case as you enter meeting ,situation

with certain expectation of what will happen in that scenario. so past experience have influence on your future communication.

2)prejudices: Occur when we take an isolate experience of one type of person and then act as if all

encounters in the future with people of the same type or with same characteristicswill result in the same experience.

This eliminate their individuality at very least you are greatly limiting the chances of your communicating being successful or producing the desired result.

so your goal should be to see each person as an individual separate from preconceived notions You might have about them.

3)feelings There actually 2 ways of feelings can influence your communication with

others:A)the way that you feel on given day, if you feel well ,you will communicate in one way but if you feel ill you will communicate in another way.B)the second is your feeling toward to person if you like or don’t like him.

4)Environment: Communication differ in different environments as do you speak to your

subordinate in the same way if your own boss is present?“precision of communication is important, more important than ever , when false or misunderstood word may creates much as disaster as sudden thoughtless act”

ELEMENTS OF COMMUNICATION

Face to face communications is composed from tone of voice ,body language , words.1)Tone of voice: Is responsible for about 35-40% of the message you sending. Tones involves the volume you use ,level , type of emotions and emphasis that

you place on words you choose. The same sentence can have multiple meaning depending on which word is

emphasis as emphasis draws the listeners attention.2)Body Language: Is responsible for more than 50% of the message you sending. Body language include anything they re doing with their body besides

speaking as facial expression ,the way of standing or sitting , gestures ,eye contact ,breathing rate, blushing.

“its not what you say ,its how you say it that matters the most in relaying your message”.

“Body language is useful tool you can learn to use ,you can mimic another's body language when you want to express support for them.”

3)Verbal communication ( words ): Its responsible for about 8-10% of the message you sending its actually the least

impactful element in face to face communication. Choosing words carefully is way to enhance your message but remember its not the

most important part of message.

Advantage of face to face communication:

1-Immediate feedback.2-Bulid strong relationship and trust.3-use body language as non verbal communication as cant appear in emails as smiling.4-permit dialogue and more discussion with members of the group.

“So despite the growth of online communication, face-to-face interaction still ranks as the most effective form of communication in the business world.”

BASIC LISTENING SKILLS:

Listening is the most vital skills that you need to communicate effectively it allows you to decode the messages that your receiving.Why listening is important?1- to understand others 2- to gather information3-to learn 4- to build relationship 5- to show empathy 6- become more productive , efficient , help us to avoid misunderstanding and conflict. So becoming a better listener require improving your active listening skills.“ You cant truly listen to anyone and do anything else at the same time ”

ACTIVE LISTENING: it Means being as attentive and involved in conversation during the times that

you are listening as when you are speaking , attentive to words which being said and the whole message that other person is attempting to relay it.

There's 6 key aspect to be an active listener:1)Self Awareness: Becoming aware of your own behavior in different scenarios as at work or

home with friends or strangers , feeling and habits when listening notice following:

A) Your Body Language: standing or sitting ? Relaxed or tense ?B) Do you make eye contact? Keep it ,or look down? , or do you look away?C) Are you following every word ? Or thinking in lunch?, or email or call you

had to do?D) Are you planning what you will say return?“So being a self aware let you self correct and get better at listening to others”.

2) Pay Close attention : Let the speaker know that you are listening by using types of verbal and non

verbal tools That help add proof that you are true listening

A) If you are in a group avoid side talking.B) Stop any mental chatter.C) Look the speaker in the eyes.D) Notice the speaker body language and tone of voice and non verbal messages.E) Don’t start preparing your response or rebuttal while other is talking.F) Make sure environment doesn't district you.

3) Demonstrate physically that you are listening:

A) Nod from time to time when appropriate.B) Use appropriate facial expressions.C) Use small comments like yes ,right ,uh.D) Monitor your body language as relaxed and open mind.

4) Check for understanding: As we say before our personal experience , our perception , and feelings can

influence the way that we hear any message may mistranslated or misinterpreted so its important before responding to check understanding by this tools:

A) Use paraphrasing : check you heard message correctly by saying “what I hear you saying …” or “if I'm hearing you correctly you said ….”

B) Ask questions will help to clarify speaker meaning as “ can you tell me more about …” or “ I think you are saying …..is it true?”

C) Summarized what you heard occasionally. Don’t wait until end or you may not remember exactly what he said.

5) Don’t interrupt: As Speaker will get frustrated and you cant understanding message as you

wont hear it all.

5) Respond appropriately: When you active listen ,you are showing respect for the speaker , gaining

information you need to form your response its time to replay and when you expressing thoughts ( Be honest , open ,respectful ,thorough ).

Listening in difficult situations:

Suggest to move discussion away to private location away from distractions and noise.

Breathe slowly in and out in order to be calm. If you cant seem to pay attention repeat every word you listen in your mind. Keep face, lips clear of obstructions.

EFFECTIVE WRITTEN COMMUNICATIONIn todays world is very fast communication via text and emails , its fast and efficient when used properly but few people know when writing is it right or wrong so good writing skills can be learned.

When use and not use written communication:A)Complexity of the topic Written communication is excellent choice for sharing information that easily

organized and easily understood by reader and get the message clearly without additional information from you or other sources.

Like meeting notice , answers to quick questions , and quick clarifications. Highly complex topics or length explanation are not good choices for written

communication as it will be inefficient as reader will need assistance by more emails or phone calls to understand message.

B) Amount of discussion required Lengthy discussions by written communication as email are not efficient ,

and each exchange risks that meaning getting lost or misunderstand.

C) Shades of meaning : Written communication alone doesn’t allow for non verbal communication

which is the most important aspect to deliver message. It can be difficult to convey Tone of voice , sarcasm , humor or other shades

of meaning in writing alone.

D)Formal communication Written communication still common choice when level of formality

between two parties is high such as contract terms , sales agreement , and account information.

This give to both information in format and reference material when needed. As the level of formality decrease in the relationship you are more likely to

move from paper documentation to email communication.

Writing effectively :A)Subject lines: Subject line in communication like headline in newspaper as it call your

attention. It must tell you what needs to be done , let the recipient priorities which open

first and which ignore , and if they need to take action.

B) Put the main point first: You must know main point of your email and should put it in the first of it

focusing more at the top of information than the bottom. as this pulls the attention of the reader to the main topic , request or

instructions.

C)Know your audience: Identifying your audience helps to make an effective communications. You must know exactly what , why , to whom your are writing , what

information's they need ? , what choices they need to make? , what concerns might they have ? , how can you handle this concerns ? .

D)Read the email yourself: After you have written the e-mail, read it once for yourself. This way you

will know if the e-mail sounds logical enough, has any grammatical or spelling errors,.

The use of formatting tools like numbering, bullets, highlighting, underlining, larger font size for headings, make the e-mail more readable and easy to understand. However, avoid using too many colors, or too many font types or sizes .

COMMUNICATION STYLES:

It refers to choices we tend to make when communicating with others.it involves 2 basic dimensions the assertiveness level and emotiveness level , we also use different styles depending on with whom we are communicating.Communication style matrix:Many model discus this but most useful model is based on the work of Dr Eileen Russo.

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High Assertive communication style tell others what to do while low assertive style asks others what should be done, while more expressive style show emotions and low expressive style refrain from showing it.1)Direct communication style (driver) They are ( high assertiveness + low expressiveness ) Work hard , fast , save time , focus on results rather than emotions. Separate between business and personal issues, seem aggressive ,

overbearing, and impatient.

Tips of communication if you have a direct style:A-make your expectation for how meeting will go , length of time , topics to be covered, expected result before meeting occur.B- Make time for show your appreciation for others contributors.C-Allow time in your schedule for questions and feedback.D-Allow time for chatting at the beginning of meeting.E-Don’t use emails for sensitive or complicated topics.F-Recognize that brainstorm can be helpful not just time waster.

Tips for communicating with people with a direct communication:A-get to main point quickly ,don’t bore them with a lot of information.B-Use short, direct sentence , and don’t speak in abstract.C-only promise what you are certain you can deliver , speak plainly not sugar coat things.D-Don’t ask about personal issues until they initiate it.

2)Spirit communication style(expressive): High expressiveness + high assertiveness They love flesh out ideas , brainstorm ,and talk about a big picture as long

as they get to do a lot of talking ,like to interject anecdotes into their dialogues.

Keeping focus on agenda and time management are challenges for this style.

Written and verbal communication may toward to dramatic. May need assistance of someone else to guide them , keeping on track by

bringing them back to subject at hand.

Tips for communicating if you have a spirit communication style:A) Respect agenda, time limits when in meeting , and be clear for your request.B) Limit of your sharing of personal anecdotes that take group off-topic.C ) Allowing others to contribute their ideas and listening to them.D) Communicate your appreciation for others work and input.

Tips for communicating with people who have a spirit style:A) Use agenda and time limits listed for each topic.B) Praise them in front of people.C) Learn gently to redirect conversation back to the topic.D) Challenge them to break their big idea into specific outcomes and steps.E) Use check lists or other written reminder as away to help communicate what needs to be done.

3)SYSTEMIC COMMUNICATION STYLE(ANALYTICAL): Low expressiveness + low assertiveness. Focus on Facts over opinions. Uncomfortable with expressing their feelings about things ,avoid conflict and

confrontation , and be happy with more information's. Slow to respond to communication as they analyzing the situation.

Tips for communicating if you have systemic style:A)Realize that good working relationship , consideration of others feeling is important.B)Ask questions about themselves if you need to build rapport.C)Make sure you understand a project avoid wasting time in collecting information's not needed.D)Ask for more time for analysis to be able explain benefit of information's you need.

Tips for communicating with people who have systemic type:A) Focus on facts of the situation rather than opinions.B) Be organized , on time , on topic , speak with accuracy when you

communicate.C) Give logical reasons for your action, use data , Charts , results , and trend for

what you ask them.D) Allow them time for research and analysis before decision making.E) Avoid personal topics unless they open it.

4)Considerate communication skills ( Amiable) : Low assertiveness + High Expressiveness Will be very interested in listening and in finding out how you and others are

doing and enjoy helping others to success. want everyone have chance to speak but might refrain from expressing their

opinions if they think it will displease others even its important information's. Difficult for them to separate others peoples opinions about topic from their

opinions about them and may feel that opposite opinions due to not liking them.

Tips for communicating if you have considerate style:A)Recognize that you don’t have to be friend with everyone but you should treat others professionally.B) Respect your own opinion as you respect others opinions.C) Realize that not everyone is comfortable discussing personal topics.D) Separate others opinions about topic from opinions about you.

Tips for communicating with people who have considerate style:A) Reassure that your opinions are not personal.B) Express interest in their feelings , thoughts ,personal life.C) Encourage them to ask questions , share their opinions and appreciate

their help , and solve any conflict quickly.