Download - Communication vin 981
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WELCOMEWELCOME
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Communication Skills
What is there for the day…
We’ll share knowledgeWe’ll have FunWe’ll Play Roles
We’ll learn
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LET’S DISCOVER
THE POWER OF
COMMUNICATION…
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WHAT DO WEUNDERSTAND BY
A “SKILL”?
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what is Good and what is Bad Communication
At the end of the workshop we will learn…
some basic skills to become a Good Communicator
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to recognize & overcome barriers
advantages of listening
to speak confidently
to communicate effectively
… and also
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Research shows, communication is…
body language
55%
words7%
style
38%
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Why Communication…
• to express our emotions• achieve joint understanding• to get things done• pass on and obtain information• reach decisions• develop relationships
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Home Truths about Communication…
• Good Communication can’t exist without honest listening
• We do not try HARD to get our message across
• We do not take advantage of various media available to us
• We all could improve ourcommunication skills
• It cannot be perfected
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Ways & effects of Communication
More Flexible, Less Accurate but responsive (Grapevine/Rumors)
Informal
Less Flexible, More Accurate but less responsive (JAGRITI…)
Formal
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What is Communication…
• art of getting your message across effectively through:
•Visuals – leaves greatest impact
•Body Language – can make or mar
•Spoken words – first & simplest way
•Written words – reflects importance
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Types & Methods
Television, Newspaper, Magazines, Internet…
Multimedia
Photographs, Paintings, Videos, Film…
Visuals
Facial expressions, Actions, Voice Tone, Silence, Stance…
Gestures
Conversations, Interviews, Phone Calls, Requests…
Spoken
Letters, Memos, Reports…Written
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Communication : The Flow
Sender ReceiverMessage
Feedback
Channel
Perception
DeliveryFormulating
Response
Understanding
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– Is scarcer than quality water
– Is measured by results or actions
– Does not need to be very complex
– Is aimed at informing others
– Is complete and clear
Effective Communication…
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Barriers to Effective Communication…
Personal Barriers• Your style and character (rude, polite, shy,
outspoken)
• Preparation & presentation
• Lack of clarity (pronunciation, pitch, etc.)
• Lack of credibility
• Timing
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Barriers to Effective Communication…
Proper Pronunciation
Communication Help Pen
Buffalo Career Guest
Colonel Buffet Bouquet
Rendezvous Bulb Fax
Prakash Pradeep Chandrajeet
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Barriers to Effective Communication…
Organisational Barriers
• Culture
• Environment
• Size & structure
• Pace of activity
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Barriers to Effective Communication…
Process Barriers
• Channel/Medium
• Irrelevant Information loading
• Lack of Response or Feedback
• Inappropriate Questions
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Overcoming the Barriers…
Say to yourself, “I will get Response”
Come up with a topic for discussion everyday
Start improving upon pronunciation
Develop habit of reading – start with the English newspaper / Comics
Understand first, then communicate
Don’t be afraid of asking questions
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Facial ExpressionsGesturesPosture
Body Language…
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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
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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
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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
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Body Language…
Look out for some more clues on Body Language in the given handout…
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SPEAKING SKILLS
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Speaking…
“A wise man reflects before be speaks; a fool speaks, and then reflects on
what he has uttered.”
- French Proverb.
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– Take initiative
– Be polite
– Be pleasant (smile, jokes)
– Be clear and concise (tone, accent, emphasis, pronunciation)
– Cite negative opinions honestly, but in a positive manner
– Seek Feedback
While Speaking…
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– Write down in advance what you want to say and in what order
– Smile
– Speak slowly
– Always be polite and friendly
– For long messages, follow a script
– Get confirmation
– Monitor your time
While Speaking over phone…
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WRITING SKILLS
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Clarity in Writing…
Rs 1000000000
Rs. 10,00,00,000/-
Rs. 10 Crore
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Plan what you want to say in your letter/ report
While Writing…
Use simple language – avoid ambiguous words
Check spelling & punctuation, then send
Reread the letter when you have finished
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While Writing…
“KISS” (Edit the letter by cutting ruthlessly).
Be kind to others’ eyes (font size, clarity)
Be creative (use tables, graphs)
Use the language YOU are better at
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• Visualize the reader when you are writing
• Don’t write unbroken paragraphs
• Use numbered paragraphs to make cross-referencing easier
• Punctuation plays the role of body language in writing
Keep in mind while writing
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• Use headings and subheadings.• Use ruled sheets instead of plain
ones.• Don’t print without thoroughly
checking your sources.
Keep in mind while writing …
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LISTENING SKILLS
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Listening – why is it important?
Writing
Reading
Speaking
Listening
Ord
er
in w
hic
h w
e a
re t
au
gh
t
Ord
er in
wh
ich
we le a
rn
9%
16%
30%
45%
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– to receive information – to understand effectively– to enhance clarity– to empathize
Objective of Listening is…
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– Avoid distractions– Do not interrupt unnecessarily– Be active (show interest)– Paraphrase what you’ve heard– Throw an echo
So, while Listening…
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• 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...
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PRESENTATION SKILLS
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– Research (find out facts & figures)– Prepare (Introduce, Discuss, Conclude)– Rehearse– Be confident– Present – Use proper media
While Presenting…
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5 styles of communicating to manage conflicts
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“Go for it” You feel confident but
uncooperativeYou win and other
person loses
“Run Away” You don’t feel confident
or cooperativeYou lose
“Yes, Boss” You feel cooperative but
unconfidentYou let the other
person win
“Let’s Trade”You feel partly
cooperative & confidentYou both win a bit and
lose a bit
“Let’s both win” Mutual Cooperation &
ConfidenceYou help one another
to win
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“I HEAR, I forgetI SEE, I remember
I DO, I understand”
“I HEAR, I forgetI SEE, I remember
I DO, I understand”
Communication Skills
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