Effective communication-skills

By:
AUM-E-HANI
WORDS
OF
WISDOM

EFFECTIVE COMMUNICATION
SKILLS

COMMUNICATION
 Communication is defined as
the process of conveying or transmitting a message
from one person to another
through a proper channel.

Contents
 Communication Process
o Communication Barriers
 Communication Planning
 Mehrabian’s Communication Model
o Body Language
 7 Cs of Communication
 Making a Great First Impression!
 Assertiveness

Communication Process
 Communication is a dynamic process.
 To convey a thought or feeling to someone else.
 How it is received depends on a set of events that person is exposed to.
 How you say what you say plays an important role in communication.

The Importance of Removing
Communication Barriers at All Stages
 Communication barriers can pop-up at every stage of the communication
process (which consists of sender, message, channel, receiver, feedback
and context) and have the potential to create misunderstanding and
confusion..
 To be an effective communicator and to get your point across without
misunderstanding and confusion, your goal should be to lessen the
frequency of communication barriers at each stage of the communication
process with clear, concise, accurate, well-planned communications.

Example:
 Let's begin with the message itself. If your message is too lengthy,
disorganized, or contains errors, you can expect the message to be
misunderstood and misinterpreted.
 Use of poor verbal and body language can also confuse the message.
The Importance of Removing
Communication Barriers at All Stages

Type of Communication Barriers
at All Stages
 Too lengthy, disorganized, erroneous message
 Poor verbal and body language
 Lack of Self-Confidence
 Lack of Enthusiasm
 Discrimination
 Disagreement between verbal and non-verbal messages
 Negative Self Image
 Lack of Feedback
 Language and Vocabulary Level
 Selective Perception
 Lack of Interest in the Topic/Subject
 Voice quality / Venue / Effect of Noise
Message
Message
Source
Source / Receiver
Source / Receiver
Message
Source
Receiver
Source / Receiver
Receiver
Receiver
Channel

Communication Planning
 The first step is to put yourself in the shoes of your audience.
 To convey a thought or feeling to someone else.
 What do they need to know, and want to hear?
 What’s their preferred way of receiving information?
 What will stop them listening to what you have to say?
 And how will you know that they have got the message?
GETTING THE RIGHT MESSAGES ACROSS IN THE
RIGHT WAY

Understand your objectives
Understand your audience
Plan communication message and channels
Monitor Effectiveness
Communication Planning

Communication Planning - Understand your objectives
 Be clear about your overall communication objectives.
 What do you want to achieve?
 When?
o Routine Communication / Event / Meeting / etc
 Why?
o Outcomes and Application
 Record your overall objectives in your plan.

Communication Planning - Understand your audience
 Now identify and list your different audiences.
 Try to identify who to communicate with and why.
 Drill down into your communication objectives and clarify specific
objectives for each audience.
 Good way to do this is to think about the audience’s needs
 What do they need and want to know from you?
List all the objectives
(there may be several) for each audience in your plan.

Communication Planning - message and channels
Email
Newsletter
Teleconference
Notice Boards
CEO briefing
Posters
Team Meetings
Individual meeting
Event Launch
Public Speaking
Advertisements
TV Commercials

Communication Planning - Monitor Effectiveness
 Be clear about your overall communication objectives.
 It’s good to get feedback on the communications you have planned and
implemented.
 Ask people from different audiences how you are doing.
 Check they understand the messages you need them to hear.
 By getting timely feedback, you can tune any future communications that
you have planned to better meet people’s needs or fill any gaps so far.

Mehrabian’s Communication Model

 In 1967, in a study titled Inference of Attitudes from Nonverbal
Communication in Two Channels, psychologist Albert Mehrabian revealed
groundbreaking new data, relating to the comparative importance of
verbal and non-verbal messages.
 In his original study, Mehrabian considered different combinations of
“positive”, “neutral” and “negative” attitude. As expressed through both
facial expression and tone of voice.
Lets check the practical example of his study …

 In 1967, in a study titled Inference of Attitudes from Nonverbal
 He used the word “maybe” to test how well people could judge the
feelings of others. As a word, “maybe” was considered to be neutral in
meaning. It was then read to participants using a positive, neutral, and
negative tone of voice, and listeners had to judge the attitude of the
speaker, based primarily on their tone of voice.
 The study allowed Mehrabian to consider the relative importance of three
elements in our communication: words, tone of voice, and facial
expression. He wanted to discover which carried the most weight in order
to know whether:
We listen more to what people say. We listen more to how they’re saying itOR

 When his research was complete, Mehrabian concluded that:
 In situations dealing with feelings and attitudes, facial expression was
the most significant element, followed by tone of voice. The actual
words spoken were least important for communication.
Now, lets check the practical implementation of the same study…
 Often Misquoted: The misinterpretation occurs when people assume that
his formula applies to all communication situations. But Mehrabian
clarifies on his website that his study dealt only with communications
involving feelings and attitudes. He states that:
 “Unless a communicator is talking about their feelings or attitudes,
these equations are not applicable.”

 Verbal (Words): Words are only labels and the listeners put their own
interpretation on speakers words.
 Vocal (Paralinguistic): The way in which something is said - the accent,
tone and voice modulation is important to the listener.
 Facial (body language): What a speaker looks like while delivering a
message affects the listener’s understanding most.

How to use the Mehrabian’s Communication Model
USE ON PHONE
Be aware of your tone
when you are speaking
Be sensitive about the
words you are using.
Make sure your Voice
and your Words are
matching your actual
intention and message.
USE IN EMAIL
Take extra care choosing
the words.
Use emoticons while
writing informal
messages.
Without input from facial
expression or tone of
voice, words and
meaning can easily be
misinterpreted.

Type of Body Language
(Remember that you are dealing with “PEOPLE”)
 (P)OSTURES & GESTURES
 How do you use hand gestures? posture?
 (E)YE CONTACT
 How you maintain and manage eye contact? Balance is important.
 (O)RIENTATION
 How do you position yourself?
 (P)RESENTATION
 How do you deliver your message?
 (L)OOKS
 Are your looks, appearance, dress important?
 (E)XPRESSIONS OF EMOTION
 Are you using facial expressions to express emotion?

 You write emails
 You facilitate meetings
 You participate in conference calls
 You create reports
 You devise presentations
 You sell products / services
 You convince clients
 You advertise your products / services
 You talk about your company / organization
 You debate with your colleagues…
And the list goes on.
The 7 Cs of Communication
“You spend almost our entire
day communicating”
“Is your communication
clear and effective so your
audience gets your
message?”

Keep your message Concrete. Add details (but not too many!)
The “You” Factor / The “You” Attitude
Error free communication
Completeness
The 7 Cs of Communication
Courtesy
Conciseness
Clarity
Correctness
Consideration
Concreteness
Communicate complete message. Don’t miss important words
Be Concise, stick to the point and keep it brief
Be Clear about your goal or a message.
Message must be friendly & honest. No hidden insulting tone

 Make sure that the audience has everything they need to be informed and,
if applicable, take action.
 Included all relevant information such as contact names, dates, times,
locations etc.
 Include a “call to action”, so that your audience clearly knows what you
want them to do?
 Check for five Ws and one H
Who What When Where Why
How
 Included all relevant information such as contact names, dates, times,
locations etc.
 Include a “call to action”, so that your audience clearly knows what you
want them to do?
 Check for five Ws and one H
Who What When Where Why
How
WHAT TO DO:
Completeness - The 7 Cs of Communication

Hi everyone,
I just wanted to send you all a reminder about the meeting we’re having tomorrow!
See you then,
John
Hi everyone,
I just wanted to remind you about tomorrow’s meeting on the new telecommuting policies. The
meeting will be at 10:00 a.m. in the second-level conference room.
Please let me know if you can’t attend.
See you then,
Chris
Hi everyone,
I just wanted to remind you about tomorrow’s meeting on the new telecommuting policies. The
meeting will be at 10:00 a.m. in the second-level conference room.
Please let me know if you can’t attend.
See you then,
Chris
GOOD EXAMPLE:
BAD EXAMPLE:
What meeting? When is it? Where?
The necessary information is missing.
Completeness - The 7 Cs of Communication

Conciseness - The 7 Cs of Communication
 Convey the message by using fewest words
 During concise communication, you stick to the point and keep it brief.
 Your audience doesn’t want to read more sentences when you could
communicate your message in less.
 Filter out the adjectives or “filler words” wherever possible such as:
 Eliminate words like “for instance,” “you see,” “definitely,” “kind of,”
“literally,” “basically,” or “I mean.”
 Remove unnecessary sentences.
 Reduce repetition of points several times, in different ways.
 Filter out the adjectives or “filler words” wherever possible such as:
 Eliminate words like “for instance,” “you see,” “definitely,” “kind of,”
“literally,” “basically,” or “I mean.”
 Remove unnecessary sentences.
 Reduce repetition of points several times, in different ways.
WHAT TO DO:
For the reason of that
In reply of your email, I wish to say
For a price of $20
During the year of 2015
Therefore / That’s Why
I wish to say …
Price is $20
In 2015, …

Hi William,
I wanted to touch base with you about the email marketing campaign we kind of sketched out last Thursday. I
really think that our target market is definitely going to want to see the bank’s philanthropic efforts. I think
that could make a big impact, and it would stay in their minds longer than a sales pitch.
For instance, if we talk about the bank’s efforts to become sustainable, as well as the charity work we’re
doing in local branches, then the people that we want to attract are going to remember our message longer.
The impact will just be greater.
What do you think?
John
Hi William,
I wanted to quickly discuss the email marketing campaign that we analyzed last Thursday. Our target
market will want to know about the bank’s philanthropic efforts, especially our goals to become
sustainable and help local branches.
This would make a far greater impact, and it would stay in their minds longer than a traditional sales
pitch.
What do you think?
John
Hi William,
I wanted to quickly discuss the email marketing campaign that we analyzed last Thursday. Our target
market will want to know about the bank’s philanthropic efforts, especially our goals to become
sustainable and help local branches.
This would make a far greater impact, and it would stay in their minds longer than a traditional sales
pitch.
What do you think?
John
GOOD EXAMPLE:
BAD EXAMPLE:
Conciseness - The 7 Cs of Communication

 When writing or speaking to someone, be clear about your goal or message.
 Purpose: What is your purpose in communicating with this person? If you’re
not sure, then your audience won’t be sure either.
 People shouldn’t have to “read between the lines” and make
assumptions on their own to understand what you’re trying to say.
 Be Clear.
 Try to minimize ideas in each sentence.
 Make sure that it’s easy for your reader to understand your meaning.
 Choose short, familiar and conversational words.
 Be Clear.
 Try to minimize ideas in each sentence.
 Make sure that it’s easy for your reader to understand your meaning.
 Choose short, familiar and conversational words.
WHAT TO DO:
Headings Length
Sentence Length
Paragraph Length
8-10 words
15-20 words
40-70 words
Clarity - The 7 Cs of Communication

Hi William,
I wanted to write you a quick note about Daniel, who’s working in your department. He’s a great asset,
and I’d like to talk to you more about him when you have time.
Best Regards,
John
Hi William,
I wanted to write you a quick note about Daniel, who’s working in your department. In recent
weeks, he’s helped the Sales department through several urgent deadlines on his own time.
We’ve got a tough sales campaign for the next three months, and his knowledge and skills would prove
very useful. Could we please have his help with this work?
I’d appreciate speaking with you about this. When is it best to call you to discuss this further?
Best wishes,
John
Hi William,
I wanted to write you a quick note about Daniel, who’s working in your department. In recent
weeks, he’s helped the Sales department through several urgent deadlines on his own time.
We’ve got a tough sales campaign for the next three months, and his knowledge and skills would prove
very useful. Could we please have his help with this work?
I’d appreciate speaking with you about this. When is it best to call you to discuss this further?
Best wishes,
John
GOOD EXAMPLE:
BAD EXAMPLE:
Clarity - The 7 Cs of Communication

 Error-free communication.
 Check accuracy of facts, figures and words.
 Use the right level of language
 Formal / Informal
 Proper use of confusing words
Correctness - The 7 Cs of Communication
 Always check your writing for grammatical errors.
 Keep an eye on spelling mistakes in your writing.
 Are all names and titles spelled correctly?
 Double check facts & figures if included.
 Always check your writing for grammatical errors.
 Keep an eye on spelling mistakes in your writing.
 Are all names and titles spelled correctly?
 Double check facts & figures if included.
WHAT TO DO:
Participate
Utilize
Interrogate
Endeavor
Join
Use
Question
Try / Attempt
Formal Informal

Hi William,
Thanks so much for meeting me at lunch today! I enjoyed our conservation, and I’m looking forward to
moving ahead on our project. I’m sure that the two weak deadline won’t be an issue.
Thanks again, and I’ll speak to you soon!
Best,
John
The first error is that the writer accidentally typed conservation instead of conversation. This common
error can happen when you’re typing too fast. The other error is using weak instead of week.
The first error is that the writer accidentally typed conservation instead of conversation. This common
error can happen when you’re typing too fast. The other error is using weak instead of week.
ERRORS:
BAD EXAMPLE:
If you read that example fast, then you might not have caught any errors. But on closer
inspection, you’ll find two.
Can you see them?
Tip: It’s so important to proofread Everything!
Correctness - The 7 Cs of Communication

 Preparing your message keeping recipient in mind and try to put yourself in
his / her place (empathy works here)
 Visualize your audience with their desires, problems, emotions,
circumstances, needs and wants.
 Also visualize the probable reaction to your message.
 Thoughtful consideration is also called “You attitude”.
 It doesn’t mean to overlook the needs of your organization
 It is understanding of human nature.
Consideration- The 7 Cs of Communication
 Focus on YOU instead of I and WE
 Emphasize on positive and pleasant factors
o Rewrite negative and unpleasant words with positive replacements.
 Show audience benefit and interest
 Focus on YOU instead of I and WE
 Emphasize on positive and pleasant factors
o Rewrite negative and unpleasant words with positive replacements.
 Show audience benefit and interest
WHAT TO DO:

May I take this opportunity to express my thanks for the account you recently opened with our store.
We are pleased to furnish a wide variety of products for the home of the individual customer. Also we
make deliveries for our customers free of charge with in a 30 miles radius of our store. We welcome
you to OUR MART. If we can be of additional help please let us know.
We are thankful to you for the account you recently opened with our store. You can have wide variety
of products for your home. If you live near by our store with in 30 miles of radius, you can take
advantage of our free delivery service. You are welcome to OUR MART. Please feel free to contact us
for any additional help you require.
We are thankful to you for the account you recently opened with our store. You can have wide variety
of products for your home. If you live near by our store with in 30 miles of radius, you can take
advantage of our free delivery service. You are welcome to OUR MART. Please feel free to contact us
for any additional help you require.
EXAMPLE WITH CONSIDERATION:
SIMPLE EXAMPLE:
Consideration- The 7 Cs of Communication

 Concrete message will give a clear picture of your message to your
audience.
 To prepare a solid message for your audience, it is necessary to add
necessary details.
Concreteness - The 7 Cs of Communication
 Add details (but not too many!)
 Add Facts and figures wherever required
 Use Vivid image building words wherever possible.
 Add Passion wherever possible.
 Put a laser-like focus. Your message is solid.
 Add details (but not too many!)
 Add Facts and figures wherever required
 Use Vivid image building words wherever possible.
 Add Passion wherever possible.
 Put a laser-like focus. Your message is solid.
WHAT TO DO:

The Lunchbox Wizard will save you time every day.
How much time do you spend every day packing your kids’ lunches? No more! Just take a complete
Lunchbox Wizard from your refrigerator each day to give your kids a healthy lunch AND have more time
to play or read with them!
How much time do you spend every day packing your kids’ lunches? No more! Just take a complete
Lunchbox Wizard from your refrigerator each day to give your kids a healthy lunch AND have more time
to play or read with them!
GOOD EXAMPLE:
BAD EXAMPLE:
A statement like this probably won’t sell many of these products. There’s no passion, no
vivid detail, nothing that creates emotion, and nothing that tells people in the audience
why they should care. This message isn’t concrete enough to make a difference.
This copy is better because there are vivid images. The audience can picture spending
quality time with their kids. And mentioning that the product is stored in the refrigerator
explains how the idea is practical.
Concreteness - The 7 Cs of Communication

 Courteous communication is friendly, open, and honest.
 There are no hidden insults or passive-aggressive tones.
 You keep your reader’s viewpoint in mind, and you’re empathetic to their
needs.
 Avoid using words and tone that can create bad feelings, and lower
productivity and morale of the audience.
 Your message should not spread bad feelings among the audience.
 Omit expressions that may hurt, irritate or insult the audience.
 Grant apologies politely
 Avoid using words and tone that can create bad feelings, and lower
productivity and morale of the audience.
 Your message should not spread bad feelings among the audience.
 Omit expressions that may hurt, irritate or insult the audience.
 Grant apologies politely
WHAT TO DO:
Courteousness - The 7 Cs of Communication

William,
I wanted to let you know that I don’t appreciate how your team always monopolizes the discussion at
our weekly meetings. I have a lot of projects, and I really need time to get my team’s progress
discussed as well. So far, thanks to your department, I haven’t been able to do that. Can you make sure
they make time for me and my team next week?
Thanks,
John
Hi William,
I wanted to write you a quick note to ask a favor. During our weekly meetings, your team does an
excellent job of highlighting their progress. But this uses some of the time available for my team to
highlight theirs. I’d really appreciate it if you could give my team a little extra time each week to fully
cover their progress reports.
Thanks so much, and please let me know if there’s anything I can do for you!
Best,
John
Hi William,
I wanted to write you a quick note to ask a favor. During our weekly meetings, your team does an
excellent job of highlighting their progress. But this uses some of the time available for my team to
highlight theirs. I’d really appreciate it if you could give my team a little extra time each week to fully
cover their progress reports.
Thanks so much, and please let me know if there’s anything I can do for you!
Best,
John
GOOD EXAMPLE:
BAD EXAMPLE:
Courteousness - The 7 Cs of Communication

 Communication should be coherent. Should be logical.
 Read your message twice to make sure that that it is free from coherence
errors.
 Also focus on cohesion (consistency) in your writing as well as speaking.
 Message should be logical i.e. connected and relevant to topic
Coherence - The 7 Cs of Communication
 All points are connected and relevant to the main topic.
 The tone and flow of the text is consistent and organized.
 All points are connected and relevant to the main topic.
 The tone and flow of the text is consistent and organized.
WHAT TO DO:

William,
I wanted to write you a quick note about the report you finished last week. I gave it to Michelle to
proof, and she wanted to make sure you knew about the department meeting we’re having this Friday.
We’ll be creating an outline for the new employee handbook.
Thanks,
John
Hi William,
proof, and she let me know that there are a few changes that you’ll need to make. She’ll email you her
detailed comments later this afternoon.
Thanks
John
Hi William,
proof, and she let me know that there are a few changes that you’ll need to make. She’ll email you her
detailed comments later this afternoon.
Thanks
John
GOOD EXAMPLE:
BAD EXAMPLE:
Was it really a John’s feedback on William’s report?
Note: Each email has only one main topic
Coherence - The 7 Cs of Communication

Learning Outcomes
 Identify basic communication principles.
 Apply a communication process model.
 Set clear goals for their communication.
 Determine outcomes and results.
 Initiate communications.
 Avoid communication breakdowns.
 Translate across communication styles.
 Listen for improved understanding.
 Achieve genuine communication.
 Match the body language to the message.
 Work constructively with emotions.
 Manage verbal communication.

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