Communication pointers....a know how of the basics

1. EFFECTIVE COMMUNICATION
SKILLS

2. OBJECTIVES
• DEFINE AND UNDERSTAND COMMUNICATION AND THE
COMMUNICATION PROCESS
• LIST AND OVERCOME THE FILTERS/BARRIERS IN A
COMMUNICATION PROCESS
• PRACTICE ACTIVE LISTENING
• TIPS TO IMPROVE VERBAL AND NON VERBAL
COMMUNICATION

3. WHAT ARE THE MOST COMMON WAYS
WE COMMUNICATE?
Spoken Word
Written Word
Visual Images
Body Language

4. WHAT IS COMMUNICATION?
COMMUNICATION IS THE TRANSMISSION OF AN IDEA OR
FEELING SO THAT THE SENDER AND RECEIVER SHARE THE
SAME UNDERSTANDING.
Communication is not a mysterious process.Communication is not a mysterious process.
It takes place when the ideas from your mind are transferred toIt takes place when the ideas from your mind are transferred to
another’s and arrive intact, complete, and coherent.another’s and arrive intact, complete, and coherent.

5. THE COMMUNICATION PROCESS
SENDER
(encodes)
RECEIVER
(decodes)
Barrier
Barrier
Medium
Feedback/Response

6. TYPES OF COMMUNICATION
ONE-WAY COMMUNICATION
TWO-WAY COMMUNICATION
ONE TO MANY

7. COMPONENTS OF COMMUNICATION
Verbal CommunicationVerbal Communication
Vocal communicationVocal communication
Non-verbal communicationNon-verbal communication

8. FEATURES OF EFFECTIVE
COMMUNICATION
• ACTIVE LISTENING
• EYE CONTACT
• POSTURE
• SIMPLE LANGUAGE
• QUESTIONING SKILLS

9. BENEFITS OF EFFECTIVE COMMUNICATION
• QUICKER PROBLEM SOLVING
• BETTER DECISION MAKING
• STEADY WORK FLOW
• STRONG BUSINESS RELATIONS
• BETTER PROFESSIONAL IMAGE

10. BARRIERS TO COMMUNICATION
• NOISE
• INAPPROPRIATE MEDIUM
• ASSUMPTIONS/MISCONCEPTIONS
• EMOTIONS
• LANGUAGE DIFFERENCES
• CULTURAL DIFFERENCES
• POOR LISTENING SKILLS
• USE OF JARGON
• DISTRACTIONS

11. HEARING VS LISTENING
HEARING – PHYSICAL
PROCESS, NATURAL,
PASSIVE
LISTENING – PHYSICAL AS
WELL
AS MENTAL PROCESS,
ACTIVE,
LEARNED PROCESS, A
SKILL Listening is hard.
You must choose to participate in the process of listening.

12. ACTIVE LISTENING
THE PROCESS OF RECOGNIZING,
UNDERSTANDING, AND
ACCURATELY INTERPRETING COMMUNICATED
MESSAGES
AND RESPONDING TO SPOKEN AND/OR
NONVERBAL
MESSAGES.
STEPS TO EFFECTIVE LISTENING:
• HEARING
• INTERPRETATION
• EVALUATION

13. o ELIMINATE NOISE
o GET FEEDBACK – VERBAL & BODY SIGNALS
o SPEAK SLOWLY & REPHRASE YOUR SENTENCE
o DON’T TALK DOWN TO THE OTHER PERSON
o LISTEN CAREFULLY & PATIENTLY
IMPROVING VERBAL COMMUNICATION-
TIPS

14. IMPROVING BODY LANGUAGE - TIPS
• KEEP APPROPRIATE DISTANCE
• TOUCH ONLY WHEN APPROPRIATE
• TAKE CARE OF YOUR APPEARANCE
• BE AWARE - PEOPLE MAY GIVE FALSE CUES
• MAINTAIN EYE CONTACT
• SMILE GENUINELY

15. …IN THE NEW GLOBAL AND DIVERSE
WORKPLACE REQUIRES
EXCELLENT COMMUNICATION SKILLS!
Success for YOU…

16. THANK YOU