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COMMUNICATION SKILLS BY:- AKBAR ALI .

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COMMUNICATION SKILLS WEL COME!

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“ Winning is beginning. Beginning is half done.”

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<ul><li>“ Do not dodge your difficulties </li></ul><ul><li>Face them and greet them </li></ul><ul><li>Time will come </li></ul><ul><li>When you will defeat them!” </li></ul>

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“ The place to change the world first is in our own heart & head. “ Human mind is just like parachute, it works when it is open.” “ Better pay attention to your future because you are going to spend lot of time their.”

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<ul><li>The day when you will finish your learning. It will be the day when you will finish your earnings. </li></ul>

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<ul><li>“ First impression is called as last impression and you will never get second chance for your first impression.” </li></ul>

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YOU CAN’T LEARN SWIMMING AFTER READING A BOOK ON SWIMMING.

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PEOPLE REMEMBER MORE TO GOOD COMMUNICATOR THAN AN EXCELLENT PROFESSIONAL WHO COMMUNICATES POORLY.

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OBJECTIVES OF THE PRESENTATION <ul><li>Participants will: </li></ul><ul><li>Learn basic concept of Communication. </li></ul><ul><li>Learn Communication Process. </li></ul><ul><li>Learn regarding types of Communication. </li></ul><ul><li>Know Communication Barriers. </li></ul><ul><li>Learn regarding the Seven C’s. of Communication. </li></ul><ul><li>Learn regarding the Four F’s of Communication. </li></ul>

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OBJECTIVES OF THE PRESENTATION <ul><li>Participants will: </li></ul><ul><li>Learn the Composition of Communication. </li></ul><ul><li>Learn why misunderstanding arises. </li></ul><ul><li>Learn the Quality of Good Communication. </li></ul><ul><li>Learn regarding Listening (the other half of communication skills… and an essential key to increasing the results). </li></ul><ul><li>- Overall improve their Communication Skills. </li></ul>

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COMMUNICATION SKILLS <ul><li>Latin “to impart, to share” is imparting, conveying or exchanging ideas, knowledge, etc. </li></ul><ul><li>Transactional process in which messages are filtered through the perceptions, emotions and experiences of those involved. </li></ul>

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<ul><li>Communication is any means of contact between two or more people, out of which impressions are made an attitudes are created. </li></ul><ul><li>“ By communications, I mean the simple process of getting information known by one person to the attention of the other people who should have this information…” </li></ul><ul><li>T.J.Watson </li></ul>COMMUNICATION SKILLS.

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COMMUNICATION SKILLS <ul><li>Communication is at the core of the all organized human activity. Literally, nothing happens until we communicate. </li></ul><ul><li>The secrete of Communication is creating an atmosphere where people exchange ideas and proposals informally and freely. The job of communicating is not finished until there is Understanding, Acceptance an Resulting Action. </li></ul>

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TYPES OF COMMUNICATION

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COMMUNICATION PROCESS

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PURPOSES OF COMMUNICATION <ul><li>To form & maintain relationships. </li></ul><ul><li>To convey feelings. </li></ul><ul><li>To solve prolems. </li></ul><ul><li>To persuance. </li></ul><ul><li>To make decision. </li></ul><ul><li>To give information. </li></ul><ul><li>To reduce stress. </li></ul>

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<ul><li>The Seven C’s of Communication:- </li></ul><ul><li>1. C learly. </li></ul><ul><li>2. C oncisely. </li></ul><ul><li>3. C ompletely. </li></ul><ul><li>4. C orrectly. </li></ul><ul><li>5. C oncretely . </li></ul><ul><li>6. C ourteously. </li></ul><ul><li>7. C onsiderate </li></ul>COMMUNICATION SKILLS

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Completeness <ul><li>Your business message should be complete when it contains all facts the reader of listener, needs for the reaction you desire. </li></ul><ul><li>The message should be complete to bring desirable result. It should include everything the reader wants or needs. We should be able to know the reader’s background, viewpoints ,attitudes,and emotions to determine the extent of information to be include in the message. </li></ul><ul><li>Provide all necessary information </li></ul><ul><li>Answer all question asked </li></ul><ul><li>Give something extra when desirable </li></ul>

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Conciseness <ul><li>Business people are bead busy.They don’t have time to go through unnecessary lengthy message. </li></ul><ul><li>The writer is also a loser if he writes wordy messages . </li></ul><ul><li>Conciseness message save time and expense for both sender and receiver some time repetition is necessary for emphasis but when the same thing is two are three times without reason the message become wordy and bearing . </li></ul><ul><li>Conciseness makes the message more understandable and comprehensible .use single word stick to the purpose of the message . </li></ul><ul><li>To achieve conciseness the following guidelines will help you. </li></ul><ul><li>Eliminate wordy expressions </li></ul><ul><li>Include only relevant material </li></ul><ul><li>Avoid unnecessary repetition </li></ul>

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Consideration <ul><li>Consideration refer to you attitude empathy the human touch and understanding of human nature. </li></ul><ul><li>Consideration means the message with the receiver in mind you should try to visualize your readers, their desires problems emotions and possible reaction to your request. </li></ul><ul><li>Consideration can be achieved through the following: </li></ul><ul><li>Focus on “you” instead of “l”and “we”. </li></ul><ul><li>Show audience benefit or interest in the receiver. </li></ul><ul><li>Emphasize positive pleasant facts. </li></ul><ul><li>Offer a service of value to the reader. </li></ul>

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Concreteness <ul><li>The business writing should be specific, definite. </li></ul><ul><li>Communication concretely means being specific definite and vivid rather then vague & general. </li></ul><ul><li>Use specific facts and figure avoid words like few, quick, soon,etc. </li></ul><ul><li>Use action verbs you can accomplish it by using active voice. </li></ul><ul><li>The message should have vivid and image building words.To archive it make comparisons and use figurative language and concrete words. </li></ul>

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Clarity <ul><li>Clarity demands that the business message should be correct, concise, complete, concrete, and with consideration. </li></ul><ul><li>The message as closely as will intend. </li></ul><ul><li>Try to use familiar language. </li></ul><ul><li>The following are guidelines for clarity </li></ul><ul><li>Choose pithy,short,familiar,and conversational words. </li></ul><ul><li>Proper punctuation make the writing clear. </li></ul><ul><li>Insert example, illustration, tables, graphs, and other visual aids,if necessary. </li></ul><ul><li>Make the message readable and understandable. </li></ul><ul><li>Make correct sentences,and divide the message in properly sized paragraphs. </li></ul>

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Courtesy <ul><li>Everyone gains where courtesy reigns is a good age old slogan for written and oral communication. </li></ul><ul><li>Courtesy is more important and advantageous in business writing than it is in face to face communication or conversation. </li></ul><ul><li>Courteous message strengthen present relations and make new friends. </li></ul><ul><li>Courtesy is a goodwill builder. </li></ul><ul><li>Courtesy may be achieved by the following. </li></ul><ul><li>Be truly tactful, thoughtful, and appreciative. </li></ul><ul><li>Omit expressions that annoy, distress, or disparage. </li></ul><ul><li>Answer all you mail promptly. </li></ul><ul><li>Grant and apologize candidly. </li></ul>

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Correctness <ul><li>To be correctness in communication principle should be borne mind </li></ul><ul><li>Use the correct level of language . </li></ul><ul><li>Include only accurate facts words, and figures. </li></ul><ul><li>Maintain acceptable writing mechanics . </li></ul><ul><li>Apply the following qualities . </li></ul><ul><li>Avoid switching from third person to 2 nd person if you are writing in the third person don’t use l , am ,me ,we, you. </li></ul><ul><li>Vary your sentence structure . </li></ul><ul><li>There should be proper grammar , punctuation, spelling , and paragraphing. </li></ul>

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COMMUNICATION SKILLS <ul><li>The Four Fs required Good Communication:- </li></ul><ul><li>F ocused </li></ul><ul><li>F lexible </li></ul><ul><li>F ast </li></ul><ul><li>F riendly </li></ul>

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<ul><li>Composition of Communication :- </li></ul><ul><li>- 07% Words </li></ul><ul><li>- 38% Voice Tonality </li></ul><ul><li>- 55% Body Language </li></ul>COMMUNICATION SKILLS

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COMPOSITION OF COMMUNICATION

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BARRIERS OF COMMUNICATION <ul><li>1. Language. </li></ul><ul><li>2. Perception. </li></ul><ul><li>3. Perception about communication. </li></ul><ul><li>4. Emotions, & Attitude . </li></ul><ul><li>5. Environment. </li></ul><ul><li>6. Non-Verbal Communication. </li></ul><ul><li>7. Un-Clarification Assumptions. </li></ul><ul><li>8. Improper Timings. </li></ul><ul><li>9. Filtering. </li></ul><ul><li>10. Size of Audience. </li></ul>

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PERCEPTION GUESS THE AGE OF WOMAN?

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PERCEPTION

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<ul><li>Misunderstanding arise due to:- </li></ul><ul><li>- Problems in Developing the message. </li></ul><ul><li>- Problems in Transmitting the message. </li></ul><ul><li>- Problems in Receiving the message. </li></ul><ul><li>- Problems in Understanding the message. </li></ul>SECRETS OF COMMUNICATION

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SECRETS OF COMMUNICATION Misunderstanding!

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SECRETS OF COMMUNICATION ARC COMMUNICATION C A AFFINITY R REALITY

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COMMUNICATION SKILLS <ul><li>When Communication Fails:- </li></ul><ul><li>- Mistakes are made. </li></ul><ul><li>- Misunderstanding Occur. </li></ul><ul><li>- Time is wasted. </li></ul><ul><li>- Problems are created. </li></ul><ul><li>- Relationships are strained. </li></ul><ul><li>- Orders are lost. </li></ul><ul><li>- Information is incorrect </li></ul>

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COMMUNICATION SKILLS <ul><li>When Communication Fails:- </li></ul><ul><li>- Instruction become misleading. </li></ul><ul><li>- Reality is distorted. </li></ul><ul><li>- Confusion arises. </li></ul><ul><li>- Opportunities are missed. </li></ul><ul><li>- Problems complain. </li></ul><ul><li>- Customers change suppliers. </li></ul>

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COMMUNICATION SKILLS <ul><li>Possible causes of Communication failure:- </li></ul><ul><li>1. Lack of structure in the presentation. </li></ul><ul><li>2. Un-explained abbreviations, terms,acronym etc. </li></ul><ul><li>3. Too much or not enough detail. </li></ul><ul><li>4. Lack of defined goal. </li></ul><ul><li>5. Lack of sufficient proof, examples or analogies. </li></ul><ul><li>6. Failure to control time. </li></ul><ul><li>7. Over use or poor use of individual aids. </li></ul><ul><li>8. Failure to handle question’s well. </li></ul>

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COMMUNICATION SKILLS INVOLVEMENT OF COMMUNICATION IN PERSONAL LIFE.

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<ul><li>4.0 ENTHUSIASM </li></ul><ul><li>3.5 CHEERFULNESS </li></ul><ul><li>3.3 STRONG INTEREST </li></ul><ul><li>3.0 CONSERVATION </li></ul><ul><li>2.5 BOREDOM </li></ul><ul><li>2.0 ANTAGONISM </li></ul><ul><li>1.5 ANGER </li></ul><ul><li>1.1 COVERT HOSTILITY </li></ul><ul><li>1.0 FEAR . </li></ul><ul><li>0.5 GRIEF . </li></ul><ul><li>0.05 APATHY . </li></ul>SECRETS OF COMMUNICATION TONE SCALE

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<ul><li>COMPOSITION OF BODY LANGUAGE </li></ul><ul><li>1. Head 08% 8. Throat 06% </li></ul><ul><li>2. Eyes 16% 9. Hands 08% </li></ul><ul><li>3. Ears 03% 10. Face 16% </li></ul><ul><li>4. Nose 03% 11. Belly 06% </li></ul><ul><li>5. Mouth 06% 12. Feet 06% </li></ul><ul><li>6. Lips 06% 13. Neck 06% </li></ul><ul><li>7. Chest 10% </li></ul>COMMUNICATION SKILLS

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Communication Rights and Responsibilities <ul><li>RIGHTS </li></ul><ul><li>1. You have the right to be treated with respect. </li></ul><ul><li>2. You have the right to have and express your own opinions. </li></ul><ul><li>3 You have the right to ask for what you need and want in order to be effective. </li></ul><ul><li>4 You have the right to set reasonable limits. </li></ul>RESPONSIBILITIES 1. You have the responsibility to treat others with respect. 2. You have the responsibility to listen to the opinions of others. 3. You have the responsibility to acknowledge and address the needs of others. 4. You have the responsibility to respect the limits and boundaries of others.

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Communication Advantages <ul><li>Increase productivity. </li></ul><ul><li>Reduce stress. </li></ul><ul><li>Better understand what others are saying. </li></ul><ul><li>Better understand how to get your message across. </li></ul><ul><li>Enhance relationships. </li></ul><ul><li>Save time and money. </li></ul>

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A KEY TO EFFECTIVE COMMUNICATION <ul><li>S=SMILE:- You will appear more open to listening. </li></ul><ul><li>M=MAINTAIN:- eye contact. You will be seen as more sincere, honest, and informed. </li></ul><ul><li>I= INVITE :- response by giving the receiver time to think. You will be seen as polite when you allow uninterrupted response. </li></ul><ul><li>L=LOOK:- Your best, look professional. Be appropriately dressed and use proper handling procedures. </li></ul><ul><li>E= ENCOURAGE:- the other person .Keep a pleasant facial expression and give nods to show interest and attention. </li></ul>

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SMILE & SILENCE:- <ul><li>Smile & Silence are two most powerful tools………. </li></ul><ul><li>Smile is the way to Solve many problems……… </li></ul><ul><li>Silence is the way to avoid many problems………… </li></ul>

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A.U.D.I.E.N.C.E:- <ul><li>Using the word &quot;A-U-D-I-E-N-C-E &quot; as an acronym:- </li></ul><ul><li>A nalysis :- Who are they? How many will be there? </li></ul><ul><li>U nderstanding :- What is their knowledge of the subject? </li></ul><ul><li>D emographics: - What is their age, sex, educational background? </li></ul><ul><li>I nterest : - Why are they there? Who asked them to be there? </li></ul><ul><li>E nvironment :- Where will I stand? Can they all see & hear me? </li></ul><ul><li>N eeds :- What are their needs? What are your needs as the speaker? </li></ul><ul><li>C ustomized:- What specific needs do you need to address? </li></ul><ul><li>E xpectations :- What do they expect to learn or hear from you? </li></ul><ul><li>D evelop :- specific questions which fit into each of these eight categories and ask the client or audience to tell you what they want. Essentially, ask them what they need and give it to them. </li></ul>

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ATTITUDE <ul><li>When you change your thinking, you change your belief; when you change your belief, you change your expectations; when you change your expectations, you change your behaviour; when you change your behaviour, you change your attitude; when you change your attitude, you change your life. ( Eisenhower) </li></ul>

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LISTENING

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LISTENING <ul><li>“ The other half of communication skills………. and an essential key to increasing your results.” </li></ul>

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<ul><li>When you rearrange the letter LISTEN , what word do you get? </li></ul>LISTENING

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SILENT

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<ul><li>LISTENING </li></ul><ul><li>You will always learn more by listening than by speaking. </li></ul><ul><li>Most people need and want someone who will listen to them with individual attention. </li></ul>COMMUNICATION SKILLS

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<ul><li>LISTENING </li></ul><ul><li>Listen 85 percent of the time, speak 15 percent, your whole world will shift, and you will learn more, too. People value a good listener. </li></ul>COMMUNICATION SKILLS

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<ul><li>Active Listening:- </li></ul><ul><li>- Focus attention on speaker & avoid any distraction. </li></ul><ul><li>- Maintain eye contact. </li></ul><ul><li>- Conformity of feelings. </li></ul><ul><li>- Listen for Central Ideas. </li></ul><ul><li>- Match body language & voice tone. </li></ul>COMMUNICATION SKILLS

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LISTENING GUIDELINE :- LISTEN PHYSICALLY:- LISTEN MENTALLY :- THE FLOWER FORMULA:- <ul><li>THE FLOWER FORMULA:- </li></ul><ul><li>F =FACE THE OTHER PERSON DIRECTLY. </li></ul><ul><li>L =LEAN TOWARDS THE SPEAKER. </li></ul><ul><li>O =OPEN YOUR POSTURE.DO NOT CROSS YOUR ARMS/LEGS. </li></ul><ul><li>W =WATCH THE SPEAKER.MAINTAIN GOOD EYE-CONTACT. </li></ul><ul><li>E =ENERGIZE YOUR LISTENING. DO NOT STAND /SIT RIGIDLY. </li></ul><ul><li>R =RELAX WHILE YOU LISTEN.AVOID SHOWING TENSION. </li></ul>

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<ul><li>K = KEEP </li></ul><ul><li> I = IT </li></ul><ul><li>S = SHORT & </li></ul><ul><li>S = SIMPLE </li></ul>COMMUNICATION SKILL