Effective communication requires understanding between parties. The communication process involves a sender encoding a message that is sent through a channel and decoded by a receiver. Feedback is important to ensure understanding occurred. Barriers like noise, selective perception, and differing perspectives can interfere with clear communication. Key aspects of strong communication include listening skills, presenting information effectively, and providing constructive feedback.
2. Communication
• Efficient communication is ESSENTIAL to
being success in life.
• The biggest source of interpersonal
problems is poor communications.
• The key to the communication process is to
be understood.
• Language is rarely a barrier for
communication
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3. Communication
• The aim of communication is the transference
and understanding of information between two
or more people.
• Communication must always be between two or
more people, one the sender and the other
receiver. You participate in both roles and your
role will change alternatively and frequently in
conversation.
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9. Communication
• Communication occurs in three directions in
organizations
– Upward communications
– Downward communications
– Lateral communications
13. Basic Communication Skills Profile
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Communication Order Learned Extent Used Extent Taught
____________________________________________
Listening First First Fourth
Speaking Second Second Third
Reading Third Third Second
Writing Fourth Fourth First
14. Meaning
• Listening Is With The Mind
• Hearing With The Senses
• Listening Is Conscious.
• An Active Process Of Eliciting Information
• Ideas, Attitudes And Emotions
• Interpersonal, Oral Exchange
15. The Ten Commandments of Good
Communication
• Seek to clarify your ideas before • Take the opportunity to convey
communicating something of help or value to the
receiver
• Examine the true purpose of each
communication • Follow-up your communication
• Communicate for tomorrow as
• Consider the total physical and well as today
human setting
• Be sure your actions support your
• Consult with others in planning communications
communications • Seek not only to be understood
• Be mindful of the overtones as but to understand - be a good
well as the basic content of your listener
message
16. Fallacies about Listening
Listening is not my problem!
Listening and hearing are the same
Good readers are good listeners
Smarter people are better listeners
Listening improves with age
Learning not to listen
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, stero-type)
Listening skills are difficult to learn
17. Stages of the Listening Process
• Hearing
• Focusing on the message
• Comprehending and interpreting
• Analyzing and Evaluating
• Responding
• Remembering
18. Barriers to Active Listening
• Environmental barriers
• Physiological barriers
• Psychological barriers
Selective Listening
Negative Listening Attitudes
Personal Reactions
Poor Motivation
19. 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
Capitalize on the speed differential
Organize material for learning
20. 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
21. 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
22. 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
23. Developing Effective Feedback Skills
• Focus on specific behaviours
• Keep feedback impersonal
• Keep feedback goal oriented
• Make feedback well timed
• Ensure understanding
• Direct feedback toward behaviour that is controllable
by the recipient
24. Presentation Skills
Ideas, concepts or issues talked about or spoken to a
group or audience
Public speaking is one of the most feared things
“I could make such a fool of myself”
Skills required to give a good presentation can be
developed
Preparation is the Key
25. Presentation Skills
Preparation/ Planning is the first step on the ladder to
success
Aspects in the development of a good presentation
Self Centered (Self)
Audience Centered (Audience)
Subject Centered (Material)
“I want (who) to (what) (where, when and how)
because (why)”
26. Presentation Skills
• Helpers
What do you want to present (content)?
Why do you want to present (purpose)?
Where will you be presenting (place)?
How do you want to present (words to be used or not,
slides to be used)
Who is your audience?
27. Presentation Skills
• Preparation: Audience Analysis
What is the audience interested in
What does the audience want
What does the audience already know and needs to
know
What are their needs, expectations from this
presentation
How will the audience benefit from this presentation
28. Presentation Skills
• Structure the content in line with the
audience’s needs
• What do you want to tell the audience?
• What is your objective?
• Prepare keeping in mind the time allotted
• Anticipate the questions and prepare
• Collect material from a variety of sources
• Arrange points logically and sequentially
• Prepare handouts as well
29. Presentation Skills
• Structuring the presentation
2 to 2.5 mins--- opening/beginning
20 to 21 mins--- middle section
2 to 3 mins --- closing/end
5 mins --- questions
30. Presentation Skills
The Beginning
Should be carefully designed
Get attention
- shock, humor, question, story, facts &figures
- well rehearsed yet natural
Motivate audience to listen
- listen to their needs
31. Presentation Skills
Preparation – Structure
Sequence should be logical & understandable
Interim summaries- Recaps
Value of visual aids-flip charts, handouts etc.
32. Presentation Skills
Prepare Closing
Last 2 to 2.5 minutes are as critical as the first
five minutes for a successful presentation
Summarize- highlight important points
Suggest action- what to do and when, where and
how to do it
33. Presentation Skills
Stage Fright
Everyone has it to some degree
Can be used constructively
Key issue is not elimination of fear
Instead channel the energy it generates for an
effective presentation
34. Presentation Skills
Effective Delivery
Be active - move
Be purposeful - controlled gestures
Variations – vocal (pitch, volume, rate)
Be natural
Be direct – don’t just talk in front of the
audience talk to them
35. Group Facilitation
Verbal Communication- barriers
Speaking too fast
Using jargon
Tone and content
Complicated or ambiguous language
Not questioning
Physical State of the audience
36. Presentation Skills
Sensitivity to the audience
“see” the audience
Take non-verbal feedback
-congruent and incongruent body language
Modify to meet audience needs
Don’t just make it as a presentation
37. Presentation Skills
Handling Questions
Do not get confused
You are not supposed to know everything
Anticipate and keep answers ready
Sometime questions themselves give you a lead
to highlight your point of view
38. Presentation Skills
Visual Aids
While using a over head projector face the
audience while talking
Point with a pen
Appropriate lighting
Watch the colours
Ensure clear visibility
10 lines, 10 words per line
40. Communication Feedback
• We may say that communication has
occurred only when the message has
been understood.
• Understanding occurs in the mind of the
receiver.
• Feedback is critical to ensure that
accurate understanding of the message
has occurred.
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41. Barriers to
Communication
• Barriers to accurate communication
– Unfamiliar language – including dialects and accents
– Improper timing – Is the boss distracted today?
– Noise and distractions in the environment
– Attitude of both the source and the receiver
– Differences between people – gender, age, culture, education,
intelligence, etc.
– Relationship between the sender and the receiver – status, boss-
employee, parent-child, etc.
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42. Barriers to Communications
– Filtering – manipulation of information so that it will seem more
favorably to the receiver.
– Selective Perception – receiver hears message based on his/her
interests, needs, motivations, experience, background and other
personal characteristics.
– Defensiveness – response when receiver interprets message as
threatening
– Language – Words mean different things to different people.
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43. Rumors
• Response to situations that are IMPORTANT
to us, and
• There is AMBIGUITY between what is going
on and what was said, and
• Under conditions that arouse ANXIETY, such
as time off, pay programs, layoffs, etc.
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44. Suggestions for Reducing the Negative
Consequences of Rumors
• Announce timetables for making important decisions
• Explain decisions and behaviors that may appear
inconsistent or secretive
• Emphasize the downside, as well as the upside, of
current decisions and future plans.
• Openly discuss worst case possibilities – it is almost
never as anxiety provoking as the unspoken fantasy.
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45. Communications – Did you know?
• People remember:
– 10 percent of what they read
– 20 percent of what they hear
– 30 percent of what they see
– 50 percent of what they see and hear
– 80 percent of what they say
– 90 percent of what they say and do
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46. Summary
• Successful communication requires
understanding by the receiver.
• The communication process model includes a
source, a message, encoding, a channel,
decoding, a receiver, and, especially feedback.
• Communication in organizations occurs in
upward, downward, and lateral directions.
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47. Final thoughts
• Communicating to be understood and being a
good listener are crucial.
• Another important aspect of communication
is to think about what you are saying before
you say it.
• Today’s communications set the tone for
tomorrow’s relationships.
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48. Conclusions
• The key to the communication process is to
have understanding on the part of the
receiver.
• There are many barriers to good
communications that must be overcome for
communications to be successful.
• Learn to be an active listener as part of
successful communications.