The document provides an overview of verbal communication and effective communication techniques. It discusses key communication concepts like communication channels, barriers to communication like information overload and lack of trust. It also describes different communication styles like assertive, passive and aggressive communication. The document emphasizes using "I messages" and avoiding "you messages" for assertive communication. It provides tips for communicating assertively like using "I", maintaining eye contact and expressing emotions clearly.

1. ALLAH IS SUFFICIENT
FOR US. . .

2. CONVEYING VERBAL
MESSAGES
PRESENTED TO:
MISS. BUSHRA SIDDIQUI
PRESENTED BY:
‫ه‬Usman Ali
‫ه‬Waqas Riaz
‫ه‬Mahboob Ahmed
‫ه‬Syed Hassnain Haider
‫ه‬Mohammad Qaisar
MC13–069
MC13–087
MC13–097
MC13–098
MC13-099

3. Topic We Will Discuss:
What is communication?
What is communication channel?
Effective media selection
Barriers to communication
Information Overload
Trust & credibility
Lack of time & Filtering
Assertive communications
Passive communication
Aggressive communication
How to communicate assertively?
“I” & “you” Messages
Hailey College Of Commerce, University Of The Punjab
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4. WHAT IS COMMUNICATION?
“Communication is a process in which information flows from a
source to a receiver and then back”
“Written or spoken words use to exchange Information and ideas”
ITS ESENSES:
‫ە‬Personal process
‫ە‬Occur between people
‫ە‬Involve change in behavior
‫ە‬Social and emotional process
Hailey College Of Commerce, University Of The Punjab
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5. WHAT IS COMMUNICATION…
Importance of communication:
To know the importance of communication we can focus
on some points:
фPrevent misunderstandings
фStrengthen relationships
фRelieve stress
фIncrease confidence etc
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6. COMMUNICATION CHANNEL
When a message needs to be send , a communicator (the sender) encodes a
message according to her/his own perception, experiences and abilities. The
sender then determines which communication channel – the method or
medium – is most appropriate to use to convey the message. The message
travels across the communication channel and is then decoded by the receiver
who interprets(decodes) the message according to her/his own perception,
experiences and abilities
Sender:
Initiates a thought/feeling
Encodes it into words
Transmits it
Receiver:
Decodes the message
Assigns thought/feelings to a response
Encodes a response
Sends a message back
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7. COMMUNICATION
CHANNEL…
FEEDBACK:
Feedback is the process by which the receiver puts the
message back into a channel to seek clarification , confirm
what the receiver thoughts the sender said or check for
understanding and possible misinterpretation.
FEEDBACK
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8. EFFECTIVE MEDIA SELECTION
The medium you choose to convey your message is just
as important as the content of the message it self.
In business world It is rightly said:
“It’s not just what you say but how you
say it that counts”
we have several choices available for communicating
directly with others
Oral or spoken communication
Written communication
Electronic communication
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9. VERBAL COMMUNICATION
“Verbal communication means communication
through spoken and written words. It implies
use of words which makes language”
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10. ORAL COMMUNICATION
Oral communication implies communication
through mouth. It includes individuals
conversing with each other, be it direct
conversation or telephonic conversation.
Speeches, presentations, discussions are all
forms of oral communication.
ADVANTAGES:
DISADVANTAGES:
Immediate Feedback
Time Saving
Economical
Personal Touch
Secrecy
Group Communication
Poor Retention
No Records
Time Consuming
Misunderstanding
Unsuitable for complex messages
Lack of Responsibility
Forgot the major points
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11. WRITTEN COMMUNICATION
•It is used for sending precise & complex information.
•Appropriate when making an announcement does not
require two way dialogue.
• written communication should not be used when the
subject is controversial & requires further information from
others.
•Also used when quick feedback is not required.
ADVANTAGES:
DISADVANTAGES:
Effective way to get a message to
a large no. of individuals in time.
Preferable in case of legal binding
contracts.
Provide a reference for later use.
Save time at each meeting by not
It stops the two way dialogue.
Impossible to decode the nonverbal messages.
Written communication leads to
misinterpretation and inaccuracy.
Unnecessary lengths of
having to re-call previous minutes of
meeting.
documents.
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12. ELECTRONIC
COMMUNICATION
•It is used for sending brief messages quickly to one
or more persons.
•Used to send messages Far Off places in a short
period of time.
•Electronic communication takes place via Email ,
Faxing, Tele-conferencing ,Cell phones, Voice mails
and other such means.
ADVANTAGES:
DISADVANTAGES:
Time saving.
You can communicate with
It stops the two way
dialogue.
Impossible to decode the
non-verbal messages.
Written communication leads
multiple people at a time.
to misinterpretation and
inaccuracy.
Unnecessary lengths of
documents.
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13. Means of Electronic
Communication
Computer(web)
Cell Phones
Telephone etc
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14. BARRIERS TO COMMUNICATION
Communication is a complex skill so there are many obstacles in the way
of communication such as “NOISE”
NOISE
“Noise is a distortion factor that
blocks or disrupts the flow of
information between sender and
receiver , hindering the
communication process”
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15. SOME BARRIERS:
 Emotional barriers
Message congruency
Lack of trust
Information overload
Lack of credibility
Lack of time
Filtering
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16. INFORMATION OVERLOAD
“Overloading of information is a barrier to
communication for the receiver of the message or
content “
Some of the behaviors that can overload the information:
Presenting too much material
Presenting information that is overly complex
Presenting information too quickly
Presenting at a level of difficulty that goes beyond
the person’s understanding
Not giving the person sufficient time to process the
information
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17. TRUST AND CREDIBILITY
Trust–Lack of trust–is a inherent in every action that we take and
effects every thing we do. Trust is a cement that binds the relationships,
keeping spouses together, business deals intact and political system
stable.
There are specific ways in which you can build trust and credibility:
Be a good listener
Disclose potential conflicts of interest
Be a thought leader
Be knowledgeable and remain current in your field
Be objective
Once you make a decision don’t look back
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18. LACK OF TIME
Lack of time – is a major
concern for practically all of us,
whether we are a student, home
maker , parent or manager . Poor
communication often results from
lack of time . Rushing to
communication leads to error.
“Lost wealth may be
replaced by industry , lost
knowledge by study , lost
health by medicine but lost
time is gone forever”
Samuel smiles
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19. FILTERING
Filtering– is a intentional manipulation of information to make it more favorable to
the receiver.
Here are some types of filtering:
Distraction
Emotional state
Beliefs and expectations
Differences in styles
Self protection
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20. ASSERTIVE COMMUNICATION
Assertive communication is a form of communication I which we speak up for
our rights and take into account the rights and feelings of others .
Assertive communication include these elements:
Fairness(justice)
Directness
Tact and Sensitivity(ability to handle the situation)
Honesty
PURPOSE
The purpose of assertive communication is to keep contact lines
open and show respect for others while affirming your beliefs and
preferences.
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21. PASSIVE COMMUNICATION
Passive communication includes indirectness , avoiding conflicts , being easily persuaded
,being overly concerned leasing others and screaming or withholding your thoughts and
feelings.
PURPOSE
The purpose of passive communication
is to please others and they are not
expressing their opinions and always
saying ‘YES’ to others.
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22. AGGRESSIVE COMMUNICATION
Aggressive communication includes:
Exerting control over others
Humiliating others
Dominating
Being pushy
Always needing to be right
Using absolute terms and
Blaming others
PURPOSE
The purpose of aggressive communication is to dominate others and
always try to impose his own opinion that “I am right” and others are
“wrong”
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23. HOW TO COMMUNICATE ASSERTIVELY
Speaking assertively is not magic. it is a technique that you can practice by
yourself or with close ones to provide feed back. Here are some tips to being
assertive through communication;
Use the word “I”
Maintain eye contact
Have a good posture
Express body language
Avoid ambiguity
Remember that silence is a tool, not an enemy
Use appropriate language
If you feel tears or angers coming on , breathe very deeply from the
stomach
Be mindful of your voice
The most important thing is to believe that you are responsible for your
self
Express your emotions clearly
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24. COMPARISON
Passive
Assertive
Aggressive
General
Compliant,
submissive, talks
little, vague noncommittal
communication,
puts self down,
praises others
“I don’t mind…
that’s fine….yes
alright”
Sarcastic, harsh, always
right, superior, know it all,
interrupts, talks over
others, critical, put-downs,
patronizing, disrespectful
of others
This is what we’re doing, if
you don’t like it, tough”
Beliefs
You’re okay, I’m
not
Has no opinion
other than that the
other person/s are
always more
important, so it
doesn’t matter
what they think
anyway
Actions and
expressions fit with
words spoken, firm
but polite and clear
messages,
respectful of self
and others
“That’s a good
idea, and how
about if we did
this too…” or “I
can see that, but
I’d really like...”
I’m okay, you’re
okay
Believes or acts as
if all the individuals
involved are equal,
each deserving of
respect, and no
more entitled than
the other to have
things done their
way
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I’m okay, you’re not
Believe they are entitled to
have things done their
way, the way they want it
to be done, because they
are right, and others (and
their needs) are less
important

25. COMPARISON
Passive
Avoids eye contact,
looks down, teary,
pleading
Assertive
Warm, welcoming,
friendly, comfortable
eye contact
Aggressive
Posture
Makes body smaller –
stooped, leaning,
hunched shoulders
Relaxed, open,
welcoming
Makes body bigger –
upright, head high,
shoulders out, hands
on hips, feet apart
Hands
Together, fidgety,
clammy
Open, friendly and
appropriate gestures
Pointing fingers,
making fists, clenched,
hands on hips
Consequences
Give in to others, don’t
get what we want or
need, self-critical
thoughts, miserable
Good relationships
Make enemies, upset
with others, happy with others and self, feel
outcome and to
angry and resentful
compromise
Eyes
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Narrow, emotion-less,
staring, expressionless

26. Taking Responsibility and “I”
Messages
What are “I” Messages???
I-message or Istatement is an assertion
about the feelings, beliefs,
values etc. of the person
speaking, generally
expressed as a sentence
beginning with the word
"I", and is contrasted with
a "you-message"
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27. Benefits of “I” Messages
There are many benefits of “i” messages or
statements e.g.
I-statements have been found to offer a
tremendous benefit to clients.
It encourage growth and maturation.
It are capable of influencing one's path and
design in life.
It is important for clarifying one's position,
contribution, and desires.
I-statements help the individual avoid blame,
turning blame into personal responsibility.
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28. You Messages
What are you messages???
Messages that are directed at the
other person and have a high
probability of putting them
down, making them feel guilty,
making them feel their needs are
not important.
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29. Thank You
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