BASIC SKILLS OF HUMAN

COMMUNICATION

Communication

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

Communication - Meaning

Communication is a dynamic process…

through this process we convey a thought or feeling to someone else.

how it is received depends on a set of events, stimuli, that person is exposed to.

‘how you say’ ‘what you say’ plays an important role in communication.

Hearing

Seeing

Smell

TouchTaste

Communication is a Series of Experiences of

Basic Communication Skills Profile

________________________________________________Communication Order Learned Extent Used Extent

Trained

____________________________________________

Listening First First Fourth

Speaking Second Second Third

Reading Third Third Second

Writing Fourth Fourth First

TOTAL COMMUNICATION PROCESS

Reading16%

Writing9%

Speaking30%

Listening45%

Hearing Vs. ListeningHearing – Physical

process, natural, passive

Listening – Physical as well

as mental process, active,

learned process, a skill

Listening is hard.You must choose to participate in the process of listening.

Active Listening

The process of hearing spoken words and noting nonverbal behavior.

Active listening takes energy and concentration.

VALUE OF LISTENING

Listening to others is an elegant art.

Good listening reflects 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 skill can improve social relations and conversation.

Myths about Listening

Listening and hearing are the same

Good readers are good listeners Smarter people are better listeners Listening improves with age Listening skills are difficult to learn

Stages of the Listening Process

Hearing Focusing on the message Comprehending and interpreting Analyzing and Evaluating Responding Remembering

Barriers to Active Listening

Environmental barriers Physiological barriers Psychological barriers Selective Listening Negative Listening Attitudes Personal Reactions Poor Motivation

Basic reasons we Do Not Listen Listening is Hard Work Superiority Complex Overconfidence Disinterested Competition The Rush for Action Thinking about what we are going to say rather

than listening to a speaker Talking when we should be listening Hearing what we expect to hear rather than what

is actually said Not paying attention preoccupation, prejudice, self-centeredness

How to Be an Effective Listener

What You Think about Listening ?

Understand the complexities of listening

Prepare to listen Adjust to the situation Focus on ideas or key points

Organize material for learning

How to Be an Effective Listener (cont.)

What You Feel about Listening ?

Want to listen Delay judgment Admit your biases Don’t tune out “dry” subjects Accept responsibility for

understanding Encourage others to talk

How to Be an Effective Listener (cont.)

What You Do about Listening ?

Establish eye contact with the speaker

Take notes effectively Be a physically involved listener Avoid negative mannerisms Exercise your listening muscles Follow the Golden Rule

Improving Listening Skills

By not being Preoccupied Being Open Minded & Non

Defensive Minimizing Interruptions Effective Listening is: Hearing,

interpreting when necessary, understanding the message and relating to it.

By Asking Questions

SENDER

An individual has an idea to communicate

Aspects of communication

SENDER

The idea is encoded

Individuals encode ideas according to their own unique perceptions

Perception Self-concept

Family

Culture

Skills

Feelings

Attitudes

Values

SENDERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues

RECEIVERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues

The encoded idea is sent in a message

To a receiver who decodes it according to different individual perceptions

MESSAGE

SENDERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues

RECEIVERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues

The receiver responds with feedback

MESSAGE

FEEDBACK

Feedback helps to ensure that the messagereceived has been decoded correctly

SENDERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues

Channel - the means of conveying the message

FEEDBACK

MESSAGE

CONTEXT

CHANNEL

Context - the situation, environment or circumstances of the communication

RECEIVERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues

SENDERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues

Interference

FEEDBACK

MESSAGE

CONTEXT

CHANNEL

Interference changes or distorts the message

INTERFERENCE

RECEIVERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues

CHANNELSENDERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues

RECEIVERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues

The communication processis continuous…

FEEDBACK

MESSAGE

INTERFERENCE

MESSAGEMESSAGE

FEEDBACKFEEDBACK

CONTEXT

The communication process

Aspects of Communication

Sender - the one who conveys the message to another person.

Message - the thought, idea, or emotion conveyed.

Channel - how the message is sent.

Aspects of Communication (Cont.)

Receiver - physiological/ psychological components.

Feedback - the receiver’s response to the sender.

Influences - Culture, education, emotions and other factors involved.

Feedback Skills

Positive vs. Negative Feedback Positive feedback is more readily and

accurately perceived than negative feedback

Positive feedback fits what most people wish to hear and already believe about themselves

Negative feedback is most likely to be accepted when it comes from a credible source if it is objective in form

Subjective impressions carry weight only when they come from a person with high status and credibility

Developing Effective Feedback Skills

Focus on the specific topic Keep feedback impersonal Keep feedback goal oriented Make feedback well timed Ensure understanding Direct feedback toward a subject

that is controllable by the recipient

Barriers in Communication(that have to do with the COMMUNICATOR)

Unwillingness to say things differently Unwillingness to relate to others

differently Unwillingness to learn new approaches Lack of Self-Confidence Lack of Enthusiasm Voice quality Prejudice

Barriers in Communication(that have to do with the COMMUNICATOR)

Disagreement between verbal and non-verbal messages

Negative Self Image Lack of Feedback Lack of Motivation and Training Language and Vocabulary Level Lack of Self Awareness

Barriers in Communication(that have to do with the RECEIVER)

Selective Perception Unwillingness to Change Lack of Interest in the Topic/Subject Prejudice & Belief System Personal Value System Here-and-Now internal & external

factors

External Barriers in Communication

Environment The venueThe effect of noiseTemperature in the roomMood

Other People – Status, Education, competition

Time

Inappropriate medium Assumptions/

Misconception Emotions Language differences Poor listening skills Distractions

External Barriers in Communication

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

ESSENTIALS OF COMMUNICATIONDos

ESSENTIALS OF COMMUNICATIONDos

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.

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.

ESSENTIALS OF COMMUNICATION

DON’Ts

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.

ESSENTIALS OF COMMUNICATION

DON’Ts

Improve language.Improve pronunciation.Work on voice modulation.Work on body language.Read moreListen moreAvoid reading or watching or listening unwanted literature, gossip, media presentation etc.

How to improve existing level of communication?

How to improve existing level of communication?

Interact with qualitative people. Improve knowledge on 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.

…in the new global and diverse workplace requires

excellent communication skills!

Success for YOU…