Communication skills

Dr.S.Michael John PeterDeputy ViceChancellor, St.Eugene University, Lusaka, Zambia

OUTLINE

Introduction How to communicate Ways of communication Barriers of communication Control through communica-

tion

Questions

Communication defined

•~ The most impor-tant things are the hardest to say, be-cause words dimin-ish them. ~

Henry fyoal

How do we communicate

Written Visual• Assignment• C.V• Application

Verbal Non-verbal• Interview• Presentation• Meetings

What influence does V/NV have

• Words 7%• Tone 38%• Body language 55%

So what?

WellWhat happens when you

Attend a job interviewMeet your tutorMeet a clientMeet the parents

Get your words right and the rest is easy

When you meet people or experience things for the first time make sure that you know about them or it before the world knows

Sarah kennedy

Tips for communication

• Empathy• Listning• Clarify• Be alert• Silent listner

Prepare for SurprisesAlways follow the 7psProper

preparationprevents

pretty poor

performance

Functions of communication

• Control• Motivation• Emotional expression• information

The Communication Process

Re-ceiver

Feed-back

Decod-ing

Chan-nel

Encod-ing

Souce

Communication Fundamentals

Direction:• Downward• Upward• Crosswise

Networks:• Formal vs. Informal

Communication Networks

Chain Wheel All Channels

HIERARCHY LEVEL

Executive Director

Vice President

A.G.M.

Manager

Supervisor

Forman

Supervisor 3Supervisor 1 Supervisor 2

Manager

Horizontal Comm.

The Communication Process

SENDER(encodes)

RECEIVER(decodes)

Barrier

Barrier

Medium

Feedback/Response

Barriers to communication

• Noise• Inappropriate medium• Assumptions/Misconceptions• Emotions• Language differences• Poor listening skills• Distractions

Hearing Vs Listening

Hearing – Physical process, natural, pas-sive

Listening – Physical as well

as mental process, active,

learned process, a skillListening is hard.You must choose to participate in the process of listening.

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 re-

quired to speak.Speak clearly and audibly.In case of an interruption, always do a little recap of

what has been already said.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.

ESSENTIALS OF COMMUNICATIONDo’s

ESSENTIALS OF COMMUNICATIONDON’Ts

Do not instantly react and mutter something in anger.

Do not use technical terms & terminologies not un-derstood by majority of people.

Do not speak too fast or too slow.

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

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 under-stood every thing.

How to Improve Existing Level ofCOMMUNICATION?

IMPROVE LANGUAGE.

IMPROVE PRONUNCIATION.

WORK ON VOICE MODULATION.

WORK ON BODY LANGUAGE.

READ MORE

LISTEN MORE

AVOID READING OR WATCHING OR LISTEN-ING UNWANTED LITERATURE, GOSSIP, ME-DIA PRESENTATION ETC.

How to Improve Existing Level ofCOMMUNICATION?

INTERACT WITH QUALITATIVE PEOPLE.

IMPROVE ON YOUR TOPIC OF DISCUSSION,

PRACTICE MEDITATION & GOOD THOUGHTS.

THINK AND SPEAK.

DO NOT SPEAK TOO FAST.

USE SIMPLE VOCABULARY.

DO NOT SPEAK ONLY TO IMPRESS SOMEONE.

LOOK PRESENTABLE AND CONFIDENT.

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…

ANY QUESTIONS???

Thank you