communica tion skills 4 msrs

33
Communication Skills

Upload: neeraj-mahajan

Post on 19-May-2015

146 views

Category:

Education


0 download

TRANSCRIPT

Page 1: Communica tion skills 4 msrs

Communication Skills

Page 2: Communica tion skills 4 msrs

Do You Know That….

Communication is…

The FIRST thing we START When we are born…

Page 3: Communica tion skills 4 msrs

Do You Know That….

Communication is…

The LAST thing we STOP before leaving this world…

Page 4: Communica tion skills 4 msrs

You would agree…

• It is something we keep doing throughout our lives ….

• But never quite learn… None of us is anywhere near perfection

• And this is what leads to all kinds of disputes and misunderstandings…

• Because we or meant or wanted to say something but the other person took it as something else

Page 5: Communica tion skills 4 msrs

This is the importance of Communications…

Effective & Good CommunicationIs a sure shot way to win friends …

Likewise Bad Communication skills Are a recipe for disaster and one of the surestWay of turning friends into enemies…

Page 6: Communica tion skills 4 msrs

Communication is required to…

• Express ourselves,

• Give or get information

• Get our ideas across, and

• Speak

• Persuade

• Make someone understand

• Change behavior

• Pray , Abuse, Sell, Greet etc

Page 7: Communica tion skills 4 msrs

Objective of Communication

Clear

Crisp

Effective

Communication

Page 8: Communica tion skills 4 msrs

Purpose of Communication

• The purpose of communication is to get your message across to others clearly and unmistakably.

• This involves effort on part of both the sender and the receiver.

• Communication is only successful when both the sender and the receiver understand the same information as a result of the communication.

• Incase either the sender is unable to communicate properly or the message is misinterpreted by the recipient, the whole purpose is lost, leading to confusion, wasted effort and missed opportunity.

Page 9: Communica tion skills 4 msrs

Communication- Three Components

• Verbal Communications- the words we speak

• Non Verbal Communications- body language

• Written Communications – email, letters, fax, reports, inter-office orders, internal memos, ppt presentation etc

Page 10: Communica tion skills 4 msrs

The power of nonverbal Communication

Page 11: Communica tion skills 4 msrs

The power of nonverbal Communication

We normally communicate our emotions nonverbally

• Facial Expression: The face is the mirror of our emotional state. We may lie with words but the face can reflect our enthusiasm, energy, approval, confusion, boredom or displeasure. The eyes are particularly expressive in telegraphing joy, sorrow, anger, or confusion.

• Postures and Gestures: Our body postures can create a feeling of warm openness or cold rejection. For example, when someone faces us, sitting quietly with hands loosely folded in the lap, a feeling of anticipation and interest is created. A posture of arms crossed on the chest portrays a feeling of inflexibility. Likewise the action of gathering up one's materials signals a desire to end the conversation.

Page 12: Communica tion skills 4 msrs

Paraverbal Communications

• Paraverbal communication refers to the messages that we transmit through the tone, pitch, and pacing of our voices.

• It is how we say something, not what we say.

• Paraverbal message accounts for approximately 38% of what is communicated to someone.

• A sentence can convey entirely different meanings depending on the emphasis on words and the tone of voice.

• For example, "I didn't say you were stupid" has six different meanings, depending on which word is emphasized.

Page 13: Communica tion skills 4 msrs

All this seems simple. Isn’t it?

Alright… How many of you think you are Good Communicators ?

Can we have two volunteers who think so?

Page 14: Communica tion skills 4 msrs

Picture 1

Page 15: Communica tion skills 4 msrs

Picture 2

Page 16: Communica tion skills 4 msrs

The Process of Communication

To

To

Delivers through

Formulates

Sends

Channel

Receiver

Message

Feedback

Sender COMMUNICATIONPROCESS

Page 17: Communica tion skills 4 msrs

Source...

As the source, you need to be clear about 5 W’s & 1 H :

What you want to communicate.

Whom you want to communicate.

Why do you want to communicate.

When do you want to communicate.

How ?

Page 18: Communica tion skills 4 msrs

Message...

• The message is the information that you want to communicate

• You also need to be confident that the information you're communicating is useful and accurate.

Page 19: Communica tion skills 4 msrs

Channel

• Messages are conveyed through various channels, which including face-to-face meetings, telephone, videoconferencing; letters, emails, memos and reports.

• Each channel has its own strengths and weaknesses. For example, it's not particularly effective to give a long list of directions verbally, while you may cause problems if you criticize someone strongly by email.

Page 20: Communica tion skills 4 msrs

Receiver

• Your message is always intended for some audience.

• Each of these individuals enters into the communication process with ideas and feelings that will undoubtedly influence their understanding of your message, and their response.

• To be a successful communicator, you should consider these before delivering your message, and act appropriately.

Page 21: Communica tion skills 4 msrs

Feedback

• Your audience may provide you verbal and nonverbal reactions to your communicated message.

• Pay close attention to this feedback, as it is the only thing that allows you to be confident that your audience has understood your message.

• If you find that there has been a misunderstanding, at least you have the opportunity to send the message a second time.

Page 22: Communica tion skills 4 msrs

Context

• The situation in which your message is delivered is the context.

• This may include the surrounding environment or broader culture (i.e. corporate culture, international cultures, etc.).

Page 23: Communica tion skills 4 msrs

Why are Communication skills important in the workplace?

• Communication skills are the most important skills that you need to succeed in the workplace.

• We talk to people face to face

• We listen when people talk to us.

• We write emails and reports, and we read the documents that are sent to us.

• Communication, is always a process that involves at least two people – a sender and a receiver. For it to be successful, the receiver must understand the message in the way that the sender intended.

Page 24: Communica tion skills 4 msrs

Communication – As a Medical Representative

• Responding to a customers query/need

• Giving instructions to a team member

• Listening to a customer or team member/ leader

• Developing a new relationship

Page 25: Communica tion skills 4 msrs

Plan Your Communication• Before communicating, take a moment to figure out the 5 W’s and 1 H - What

you want to say, to Whom, When, Why and How.

• Understand your objective. Why are you communicating?

• Understand your audience. With whom are you communicating? What do they need to know?

• Plan what you want to say, and how you'll send the message.

• Seek feedback on how well your message was received.

• Don't waste your time conveying information that isn't necessary – and don't waste the listener or reader's time either.

• If you follow these steps, you'll be able to craft a message that will be received positively by your audience

Page 26: Communica tion skills 4 msrs

Communicate effectively• Once you know what you want to say, decide exactly how you'll say

it.

• Anticipate the other person's reaction to your message. For sending a clear and concise, message you need to consider not only what you'll say, but also how you think the recipient will perceive it.

• Choose words and body language that allow the other person to really hear what you're saying.

• If the message is delivered without considering the other person's perspective, it's likely that part of the message will be lost or distorted..

Page 27: Communica tion skills 4 msrs

Choose the Right Channel

• If you want to be efficient, and make the most of your communication opportunity, you need to choose the best communication channel.

• Email is effective for day to day information exchange. But if your communication has any negative emotional content, one to one face to face or by phone conversation with the person may be more practical. This way you can judge the impact of your words and modify your speech appropriately.

• To determine the best way to send a message, consider the following: • The sensitivity and emotional content of the subject. • How easy it is to communicate detail.• The receiver's preferences. • Time constraints. • The need to ask and answer questions

Page 28: Communica tion skills 4 msrs

Art of being a good listner• We all love to talk but at times to be a great communicator, you also need to let the other

person talk, and just listen.

• Be an active listener - listen attentively, give your undivided attention to the speaker:

• Look at the person.

• Pay attention to his or her body language.

• Avoid distractions.

• Nod and smile to acknowledge points.

• Occasionally think back about what the person has said.

• Allow the person to speak, without thinking about what you'll say next.

• Don't interrupt.

• Try to understand the emotions, underlying feelings and the hidden meaning behind the speakers speech

Page 29: Communica tion skills 4 msrs

VALUE OF LISTENING• Listening to others is an elegant art.

• Good listening reflects courtesy and good manners.

• Listening carefully to the instructions of superiors improve competence and performance.

• The result of poor listening skill could be disastrous in business, employment and social relations.

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

• Good listening skill can improve social relations and conversation.

• Listening is a positive activity

Page 30: Communica tion skills 4 msrs

ESSENTIALS OF COMMUNICATIONDos

• 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.

• Always pay undivided attention to the speaker while listening.

• While listening, always make notes of important points.

• 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

Page 31: Communica tion skills 4 msrs

ESSENTIALS OF COMMUNICATIONDON’Ts

• Do not instantly react and mutter something in anger.

• Do not use technical terms & terminologies not understood by majority of people.

• Do not speak too fast or too slow.

• Do not speak in inaudible surroundings, as you won’t be heard.

• Do not assume that every body understands you.

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

• Do not interrupt the speaker.

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

Page 32: Communica tion skills 4 msrs

7 C’s of Effective Communication• In our daily routine we spend almost the entire day communicating with

many people - doctors, stockists, retailers, clients, colleagues, seniors or team mates through emails, fax, SMS, meetings, conference calls, Presentation etc.

• The 7 Cs of effective Communications are:

• Clear.

• Concise.

• Concrete.

• Correct.

• Coherent.

• Complete.

• Courteous.

Page 33: Communica tion skills 4 msrs

The Golden Rule for Success in Communication

Keep

It

Short &

Simple