EFFECTIVE COMMUNICATION

SKILLSPART 1 – INTRODUCTION

EFFECTIVE COMMUNICATION

SKILLSPART 1 – INTRODUCTION

• To understand the importance of communication

• To improve upon verbal communication – written & oral

• To improve upon non-verbal communication – body language, listening skills, mannerisms

ObjectivesObjectives

What is communication?What is communication?

• A process of transferring information from one entity to another:– Effective Communication

– Interpersonal communication

– Formal Communication

ProcessProcess

SENDER(encodes)

RECEIVER(decodes)

Barrier

Barrier

Medium

Feedback/Response

Communication is:Communication is:

Words

ParalinguisticBody Language

55%

7%

38%

Why should you improve your communication skills?

Why should you improve your communication skills?

• Interact – Socially/Professionally

• Negotiate

• To develop yourself as a professional

• Progress

• Competition

Activity

• Draw a picture

ActivityActivity

7 Cs of Communication7 Cs of Communication

• Clarity

• Completeness

• Concreteness

• Courtesy

• Conciseness

• Correctness

• Consideration

Few major Barriers in communicationFew major Barriers in communication

• Unwillingness to communicate

• Lack of Self-Confidence

• Language differences

• Vocabulary level

• Voice quality

• Assumptions

• Distractions

• Weak listening ability

• Emotions

• Less Interest

• 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

• In case of an interruption, always do a little recap of what has been already said.

• Always pay undivided attention

• 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• 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

everything

Formal CommunicationFormal Communication

• Rules of communication:– Go through channels

– Adhere to orders and direction coming from above

– Escalate problems as needed going through your chain of command

– Avoid badmouthing – superiors/colleagues

First ImpressionFirst Impression• It takes just a quick glance, maybe three seconds,

for someone to evaluate you when you meet for the first time. – Be on Time– Be Yourself, Be at Ease– Smile!– Be Open– Small Talk …– Be Positive– Be Courteous And Attentive

Implementations Implementations

• When at work, speak only in English

• Self – introduction ( 2 - 4 minutes) next week