Effective Communication Skills

Objectives

Define and understand communication and the communication process

List and overcome the filters/barriers in a communication process

Practice active listening

Tips to improve verbal and non verbal communication

What are the most common ways we communicate?

Spoken Word

Written Word

Visual Images

Body Language

What is Communication?

Communication is the transmission of an idea or feeling so that the sender and receiver share the same understanding.

Communication is not a mysterious process.Communication is not a mysterious process.It takes place when the ideas from your mind are transferred to It takes place when the ideas from your mind are transferred to

another’s and arrive intact, complete, and coherent.another’s and arrive intact, complete, and coherent.

The Communication Process

SENDER(encodes)

RECEIVER(decodes)

Barrier

Barrier

Medium

Feedback/Response

Types of Communication

One-way communication

Two-way communication

One to many

Components of Communication

Verbal CommunicationVerbal Communication

Vocal communicationVocal communication

Non-verbal communicationNon-verbal communication

Features of Effective Communication

Active Listening

Eye contact

Posture

Simple language

Questioning skills

Benefits of effective communication

Quicker problem solving Better decision making Steady work flow Strong business relations Better professional image

Barriers to communication

Noise Inappropriate medium Assumptions/Misconceptions Emotions Language differences Cultural differences Poor listening skills Use of jargon Distractions

Hearing Vs Listening

Hearing – Physical process, natural, passive

Listening – Physical as well

as mental process, active,

learned process, a skill

Listening is hard.You must choose to participate in the process of listening.

Active Listening

The process of recognizing, understanding, andaccurately interpreting communicated messages

and responding to spoken and/or nonverbalmessages.

Steps to Effective Listening: Hearing Interpretation Evaluation Respond

o Eliminate Noiseo Get Feedback – Verbal & Body Signalso Speak Slowly & Rephrase your sentenceo Don’t Talk down to the other persono Listen Carefully & Patiently

Improving Verbal Communication-Tips

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…

THANK YOU