communication skills ppt finale

8/3/2019 Communication Skills PPT Finale

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Communication

Skills



COMMUNICATION

IS THE ART OF TRANSMITTING

INFORMATION, IDEAS AND ATTITUDES

FROM ONE PERSON TO ANOTHER.

COMMUNICATION IS THE PROCESS OF

MEANINGFUL INTERACTION AMONG

HUMAN BEINGS.



What are the most common ways

we communicate?

SPOKEN WORDS

VISUAL IMAGESWRITTEN WORD

BODY LANGUAGE



The Four Main Goals of Communication

1.TO INFORM – you are providing information for

use in decision making, but aren't necessarilyadvocating a course of action

2.TO REQUEST – for a specific action by the

receiver3.TO PERSUADE – to reinforce or change areceiver's belief about a topic and, possibly, act

on the belief4.TO BUILD RELATIONSHIPS – some

messages you send may have the simple goal ofbuilding good-will between you and the receiver



Communication Model

• Sender - Message

(information) is sent by

the sender

• Receiver- Receives the

message and responds

to message (feedback)



Communication Process

SENDER

(encodes)

RECEIVER

(decodes)Barrier

Barrier

Medium

Feedback/Response



provides better opportunities for feedback

because it allows for instant clarificationas well as observation of body language,and cues by both sender and receiver.

VERBAL COMMUNICATION…



Feedback…

In the process of interpersonalcommunication, feedback meansgiving the other information on howhis or her behavior is affecting you.

It is not a demand for change butrather the giving of some relevant

information.



Remember… Before you communicate anything important, you

should ask yourself these questions:

– What am I really trying to say and why?

– Do I really need to say it?

– How can I say it more clearly?

– How can I say it more convincingly or firmly

yet tactfully?



BARRIERS OF COMMUNICATION

• Noise

• Inappropriate medium

• Assumptions/Misconceptions

• Emotions

• Language differences

• Poor listening skills

• 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 toparticipate in the process of listening.



FIVE STEPS TO

ATTENTIVE LISTENING:S.O.L.E.R

Squarely Open

Lean Eye

Relax



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.



VALUE OF LISTENING

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

Good listening skill can improve socialrelations and conversation.

Listening is a positive activity rather than a

passive or negative activity.



Effective listening involves active listening.

Active Listening+ Effective Sharing of Information

Effective Communication



The means through which people exchange

information, feelings, and ideas with each other.

• ITS ESSENCES :OCCURS BETWEEN PEOPLE

INVOLVES CHANGE IN BEHAVIOUR

MEANS TO INFLUENCE OTHERS

EXPRESSION OF THOUGHTS AND

EMOTIONS THROUGH WORDS & ACTIONS.

TOOLS FOR CONTROLLING AND MOTIVATING

PEOPLE.

IT IS A SOCIAL AND EMOTIONAL PROCESS.

What is Effective Communication?



Remember……

• Listening is the

accurate perception of

what is being

communicated.



Perception & Communication

• The 1st

step to bettercommunication:

–Develop the

awareness that ourperceptions can

direct how and what

we communicate.



Perception & Communication

• Is communicationwhat a person says

(or thought he/she

said)?• Or is it what the

listener hears (or

thought he/sheheard)?



People see things differently

• All people do not

"see" the same thing

when looking at a

visual image.



Perception differs from

individual to individual due to ...

•Personal Differences

• Socio-Economic Differences

• Cultural Differences



Examples of Personal Perception

Filters• Age

• Gender

• Race

• Past experiences



Examples of Social EconomicFilters

• Occupation

• Level of education

• Environmental

factors

• Family upbringing



Examples of Cultural Differences

• Language

• Customs

• Belief Systems• Historical

Perspective



The 3 Parts of Communication

• VERBAL - Ability to understand comes fromthe particular words you say.

• VOCAL- Ability to understand comes from the

way you say the words or excitement in yourvoice.

• VISUAL –Ability to understand comes from

what we see base on body language or

appearance



• VERBAL- 10% words

• VOCAL- 40% voice

• VISUAL- 50% body

language

ff



Picture Your way to EffectiveCommunication

• Pitch • High or low; speech

experts say low is

desirable because it

projects and is morepleasant to the

employee.

Picture Your way to Effective




• Pitch

• Inflection

• Avoid speaking in a

monotone – use

feelings to express

an idea or mood.Emphasize key

words.

Pi t Y t Eff ti




• Pitch

• Inflection

• Courtesy

• Your

employees/co-

employees andconsumers

expect it.

Pi Y Eff i




• Pitch

• Inflection

• Courtesy

• Tone

• It’s not what you say,

but how you say it.

Your voice can

reflect sincerity,interest,

understanding, and

sarcasm.

Pi t Y t Eff ti




• Pitch

• Inflection

• Courtesy• Tone

• Understanding

• Adjust your

language to your

employee, no

codes, no jargon.

Pi t Y t Eff ti




• Pitch

• Inflection

• Courtesy• Tone

• Understanding

• Rate

• The basic rate is

120 words per

minute.




• Pitch

• Inflection

• Courtesy

• Tone

• Understanding

• Rate• Enunciation

• Speak clearly to

avoid repetition,

misunderstanding.



Visual Communication Elements

• Posture – You communicate numerous messages by the way you talk

and move. Standing erect and leaning forward

communicates to listeners that you are approachable,receptive and friendly. Interpersonal closeness results

when you and the listener face each other. Speaking

with your back turned or looking at the floor or ceiling

should be avoided as it communicates disinterest.




• Hand Gestures – If you fail to gesture while speaking you may be

perceived as boring and stiff. A lively speakingstyle captures the listener's attention, makes the

conversation more interesting, and facilitates

understanding.




• Facial Expressions – Smiling is a powerful cue that transmits

happiness, friendliness, warmth, and liking. So, if

you smile frequently you will be perceived asmore likable, friendly, warm and approachable.Smiling is often contagious and people will reactfavorably. They will be more comfortable around

you and will want to listen more.




• Eye Contact – This helps to regulate the flow of communication.

It signals interest in others and increases the

speaker's credibility. People who make eye contact

open the flow of communication and convey

interest, concern, warmth, and credibility.




• Space – Cultural norms dictate a comfortable distance for

interaction with others. You should look for signals

of discomfort caused by invading the other

person's space. Some of these are: rocking, leg

swinging, tapping, and gaze aversion.



REMEMBER…

Make your message clear, complete and specific Make your verbal and non-verbal messages

consistent Ask for feedback/recap

Be courteous and say, “Po”, “Opo”, “Salamat”, “Please” Use the appropriate languages - If spoken to in Tagalog, you should

also speak in Tagalog.

Avoid Technical languages



…in the new global and diverse

workplace requires

excellent communication skills!

Success for YOU…



Vocal Examples

• Monotone and flat

• Slow Speed and Low Pitch

• High Pitched and Empathic

• I’m bored and not

interested in what you aresaying.

• I’m depressed and want to

be left alone.

• I’m enthusiastic about thesubject.

• Abrupt Speed and Very

Loud• High Pitched and Slow

Speed

• I’m angry and not open to

input.• I don’t believe what I’m

hearing.

Benefits of Effective



Benefits of Effective

Communication

Achieves shared understandingDirects the flow of informationHelps people overcome barriers to

open discussionStimulates others to take action to

active goals

Channels information to encouragepeople to think in new ways and to act

more effectively



Listening is one of the most underrated aspect

of EFFECTIVE COMMUNICATION SKILLS. Itrequires enormous effort to be listening 100%of the time. It is also the most important of the

communication process. Effective

communication depends upon the ability totruly understand a message. We cannot beeffective communicators without listening.

Problems in communication arise when people

do not openly express their feelings andlisteners do not attempt to understand what is

being said.



Better than a thousand hollow words, is one word that brings peace.

Buddha

One kind word can warm three winter months.

Japanese proverb

You can't not communicate. Everything you say and do or don't say anddon't do sends a message to others.

If you say what you think, don't expect to hear only what you like.

He who speaks without modesty will find it difficult to make his wordsgood.

The superior man is modest in his speech, but

excels in his action.[The superior man] acts before he speaks, and

afterwards speaks according to his actions

Listen for ideas not facts ask o rself hat the mean

http://www.1000advices.com/intro/cultures_buddhism_dw_n8p_brief.html

http://www.1000advices.com/intro/action_brief.html

http://www.1000advices.com/intro/action_brief.html

http://www.1000advices.com/intro/cultures_buddhism_dw_n8p_brief.html

http://www.1000advices.com/guru/listening_10rules_led.html




Listen for ideas, not facts – ask yourself what they mean

Judge content, not delivery, i.e. what they say, not how they sayit

Listen optimistically – don't lose interest straight away

Do not jump to conclusions

Be flexible, adjust your note-taking to the speaker

Concentrate – don't start dreaming – and keep eye contact

Do not think ahead of the speaker – you will lose track

Work at listening – be alert and alivewhen listening

Open your mind – practice accepting new information

Breathe slowly and deeply

Relax physically, get comfortable

ACTIVE LISTENING SKILLS


http://www.1000ventures.com/business_guide/crosscuttings/thinking_positive.html

http://www.1000ventures.com/business_guide/crosscuttings/communication_f2f_eye_contact.html


http://www.1000ventures.com/business_guide/crosscuttings/thinking_positive.html




ACTIVE LISTENING SKILLS

Mentally put yourself in other person’s shoes.

Keep the conversation on what the speaker says, not on what interests you.

Spend more time listening than talking.

Let the speaker talk. Do not dominate the conversation and do not interruptincessantly.

Pay attention, never become preoccupied with your own thoughts when others talk,take brief notes to concentrate on what is being said.

Do not finish the sentence of others.

Ask questions, but do not answer questions with questions.

Be aware of biases and perceptions. Control your biases and validate yourassumptions.

Encourage the speaker, provide feedback and paraphrase to show you arelistening.

Plan responses after the other person has finished speaking, not while they arespeaking.

Analyze by looking at all the relevant factors, ask clarifying and open-endedquestions.

Summarize – walk the person through your analysis.

Three Rules of Making a Good First Impression1


http://www.1000ventures.com/business_guide/crosscuttings/knowing_people_perceptions.html

http://www.1000advices.com/guru/quotes_feedback.html

http://www.1000ventures.com/business_guide/crosscuttings/communication_questions.html






http://www.1000advices.com/guru/quotes_feedback.html

http://www.1000ventures.com/business_guide/crosscuttings/knowing_people_perceptions.html




Three Rules of Making a Good First Impression1

Look people in the eye and smile. Eye contact validates theperson and engenders trust. Smiling makes you appear happy and

confident.

Fit in – when you want people to feel like they already know you,be a chameleon. You feel comfortable and relaxed with peoplewho are like you. Pace your prospects, synchronize your body

language with them to achieve immediate connection.

Capture the imagination and you capture the heart. Use

sensory-rich language and images so others can see, hear, feel,smell and taste what you mean.

COMPETENT FRONTLINEREye Contact

Eye is one of the most important nonverbal channels you have for communication andconnecting with other people. "The cheapest, most effective way to connect with people

is to look them into the eye."1 Eyes are not only the "window to the soul", they alsoanswer the critical questions when you are trying to connect:

Is he paying attention to what I'm saying?

Does this person find me attractive?

Does this person like me?1

COMPETENT FRONTLINER


http://www.1000ventures.com/business_guide/crosscuttings/relationships_trust.html

http://www.1000ventures.com/business_guide/crosscuttings/nlp_mental_maps.html




http://www.1000ventures.com/business_guide/crosscuttings/relationships_trust.html




COMPETENT FRONTLINEREye Contact

Eye is one of the most important nonverbal channels you have for communication andconnecting with other people. "The cheapest, most effective way to connect with people

is to look them into the eye."1 Eyes are not only the "window to the soul", they also

answer the critical questions when you are trying to connect:Is he paying attention to what I'm saying?

Does this person find me attractive?

Does this person like me?1

To work effectively with people, take their preferred style of interaction and

decision-making into account. Many misunderstandings derive fromdifferences in style. For example, "Perceivers" may see "Judgers" asunwilling to take the time to explore creative options. Conversely,

"Judgers" can become irritated by "Perceivers" who may stray from theagenda..

Culture is often at the root of communication challenges. Exploring

historical experiences and the ways in which various cultural groups haverelated to each other is key to opening channels for cross-cultural

communication. Becoming more aware of cultural differences, as well asexploring cultural similarities, can help you communicate with others more

effectively. Next time you find yourself in a confusing situation, askyourself how culture may be shaping your own reactions, and try to see

the world from the other's point of view... More

ESSENTIALS OF COMMUNICATION

http://www.1000ventures.com/info/communicaton_yin_yang_brief.html

http://www.1000ventures.com/business_guide/crosscuttings/cross-cultural_differences.html




http://www.1000ventures.com/info/communicaton_yin_yang_brief.html



ESSENTIALS OF COMMUNICATIONDos

Always think ahead about what you are going tosay.

Use simple words and phrases that are understood

by every body.

Increase your knowledge on all subjects you arerequired to speak.

Speak clearly and audibly.

Check twice with the listener whether you havebeen understood accurately or not

Do not instantly react and mutter something in anger.



y g g

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.

communication skills ppt finale

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