communicationsoftskills
TRANSCRIPT
Communication
Communication: Definition
Communication– act of “imparting information” for the purpose of “evoking understanding”
Why Communication…
• to express our emotions• achieve joint understanding• to get things done• pass on and obtain information• reach decisions• develop relationships
THE COMMUNICATION PROCESS
Communication is the process of sending and receiving information among people
• A minimum of two people is required to make a connection: a sender and a receiver
ReceiverSender
SenderReceiver
Communication : The Flow
Sender ReceiverMessage
Feedback
Channel
Perception
DeliveryFormulating
Response
Understanding
Communication
Sender Receiver
Distortion
Feedback
All messages do not reach the receiver due to “ distortion”
Personal Barriers
• Your style and character (rude, polite, shy, outspoken)
• Preparation & presentation
• Lack of clarity (pronunciation, pitch, etc.)
• Lack of credibility
• Timing
BARRIERS TO COMMUNICATION CAUSES FOR DISTORTION
BARRIERSTO COMMUNICATION
Organisational Barriers
• Culture
• Environment
• Size & structure
• Pace of activity
Process Barriers
• Channel/Medium
• Irrelevant Information loading
• Lack of Response or Feedback
• Inappropriate Questions
BARRIERSTO COMMUNICATION
OVERCOMING COMMUNICATION BARRIERS
•Constrain Emotions
•Watch Verbal Cues
•Use feedback
•Simplify language
•Listen actively
TYPES OF COMMUNICATION
AUDIAL--listening VISUAL
BODY LANGUAGEVERBAL
COMMUNICATION
NON VERBAL COMMUNICATION
AUDIO– LISTENING
• This is to make an effort to hear something; attentively hear a person speaking;
• Take notice of• Respond to advice or request of the person
expressing it.
A study revealed that 7 out of 10 minutes awake are spent in some form of communication activity
Listening – why is it important?
Listening
Speaking
Reading
Writing
Ord
er in
wh
ich
we lea
rnO
rde
r in
wh
ich
we
are
ta
ug
ht
9%
45%
30%
16%
Objective of Listening is…
–to receive information –to understand effectively–to enhance clarity–to empathize
GUIDELINES FOR EFFCETIVE LISTENING
•Be prepared to listen
•Be interested
•Keep an open mind
•Listen for the main
ideas
•Listen critically
•Resist Distraction
•Take notes
•Help the speaker
THE DONT’S OF LISTENING
•Don’t listen without looking•Don’t interrupt the speaker•Don’t allow distractions•Don’t appear judgmental•Don’t look bored•Don’t yawn during a meeting or conversation
• The Listener keeps looking at the speaker
• The Listener’s body is in ‘open’ position
• The listener is smiling with a pleasant & encouraging expression
• Listener looks relaxed but alert, neither tense nor slouching
• Listener utters humming sounds
WHAT LISTENING LOOKS LIKE...
OBSERVATION
• It means “ to perceive, to note, to take notice; become conscious of; watch carefully’.
• It is closely related to listening and they are inseparable in their communication functions
• You can’t be an active listener without being a good observer of people and your environment.
• 7% of communication systems are verbal and 93% are non verbal
Q & A
Question and Answer Session
BODY LANGUAGE
Facial ExpressionsGesturesPosture
Body Language…
Frustration
Clearing throat, "whew" sound,
Whistling, smoking, pinching flesh
covering mouth, jiggling money or keys, tugging ears, wringing hands.
Short breaths, "tsk" sound,
tightly clenched hands,
wringing hands, Fist like gestures
pointing index finger
rubbing hand through hair
rubbing back of neck.
Nervousness
Body Language…
Defensiveness
Open hands, unbuttoned coat
Arms crossed, sideways glance, touching-rubbing nose, rubbing eyes, buttoned coat, drawing away
Openness
InsecurityPinching flesh, chewing pen,
thumb over thumb, biting fingernail
Body Language…
Confidence
Cooperation
Upper body in sprinter's position, open hands, sitting on edge of chair, hand to face gestures, unbuttoning coat.
Steepled hands, hands behind back, back stiffened, hands in coat pockets with
thumb out, hands on tapels of coat
SPEAKING SKILLS
VERBAL SKILLS
SPEAKING…
“A wise man reflects before He speaks;
a fool speaks, and then reflects on what he has uttered.”
•- French Proverb.
WHILE SPEAKING
•Speak with confidence.•Remain calm and courteous.
•Speak with a logical sequence.
•Learn to be comfortable in front of others.
•Rephrase to ensure clarity.
SPEAK EFFECTIVELY
Be generous with praise. Be friendly and cordial. Call people by name. Paraphrase questions you are asked to
make meanings clear. Vary your tone, pace, and volume to keep
others interested.
TO SPEAK EFFECTIVELY---
Don’t
Threaten.
Become angry.
Swear.
Lose your poise.
Take things personally.
FEEDBACK
Art of giving efficient and useful response to an information given or actions taken.
It can be through written or oral communication or both
One must always know why you want to give feedback or receive it as communication is always Result Oriented
EFFECTIVE FEEDBACK
• Must be constructive, reinforcing and redirectional.
• Must be believable. • Must be multidirectional
• Must be supportive
• Must be continual
• Should never be delayed
A Planning Form for Constructive Feedback
Answer these questions:
What is your purpose in giving the feedback What specific actions do you want to reinforce or
correct? What are the consequences of the action? What do you want to accomplish in this
discussion What specific information do you need to learn;
What questions do you need answered What issues of timing, location, advance
preparation, or other logistics do you need to consider to get the most out of the discussion
Effective Communication
Focus the discussion on the information needed
Use closed ended questions to prompt for specifics…..
KEY TECHNIQUES
Use open-ended questions to expand the discussion
Effective Communication
KEY TECHNIQUES
Encourage dialogue through eye contact and expression
State your understanding of what you are hearing
Summarize the key points
EXERCISE---
KNOW YOUR COMMUNICATION STYLE
Thank you .