5. Communication Skills
At the end of the workshop we
will learn…
what is Good and what is Bad
Communication
some basic skills to become a
Good Communicator
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6. Communication Skills
… and also
to recognize & overcome barriers
advantages of listening
to speak confidently
to communicate effectively
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8. Communication Skills
Why Communication…
to express our emotions
achieve joint understanding
to get things done
pass on and obtain information
reach decisions
develop relationships
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9. Communication Skills
Home Truths about Communication…
Good Communication can’t exist
without honest listening
We do not try HARD to get our
message across
We do not take advantage of
various media available to us
We all could improve our
communication skills
It cannot be perfected
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10. Communication Skills
Ways & effects of Communication
Formal Less Flexible, More Accurate
but less responsive (JAGRITI…)
Informal More Flexible, Less Accurate but
responsive (Grapevine/Rumors)
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11. Communication Skills
What is Communication…
art of getting your message
across effectively through:
•Spoken words – first & simplest way
•Body Language – can make or mar
•Written words – reflects importance
•Visuals – leaves greatest impact
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13. Communication Skills
Communication : The Flow
Channel
Formulating Delivery
Message Receiver
Sender
Feedback
Response Perception
Understanding
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14. Communication Skills
Effective Communication…
◦ Is scarcer than quality water
◦ Is measured by results or actions
◦ Does not need to be very complex
◦ Is aimed at informing others
◦ Is complete and clear
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15. Communication Skills
Barriers to Effective Communication…
Personal Barriers
Your style and character (rude, polite, shy,
outspoken)
Preparation & presentation
Lack of clarity (pronunciation, pitch, etc.)
Lack of credibility
Timing
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16. Communication Skills
Barriers to Effective Communication…
Proper Pronunciation
Communication Help Pen
Buffalo Career Guest
Colonel Buffet Bouquet
Rendezvous Bulb Fax
Prakash Pradeep Chandrajeet
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17. Communication Skills
Barriers to Effective Communication…
Organisational Barriers
Culture
Environment
Size & structure
Pace of activity
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18. Communication Skills
Barriers to Effective Communication…
Process Barriers
Channel/Medium
Irrelevant Information loading
Lack of Response or Feedback
Inappropriate Questions
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19. Communication Skills
Overcoming the Barriers…
Say to yourself, “I will get Response”
Come up with a topic for discussion
everyday
Start improving upon pronunciation
Develop habit of reading – start with the
English newspaper / Comics
Understand first, then communicate
Don’t be afraid of asking questions
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21. Communication Skills
Body Language…
Clearing throat, "whew" sound,
Whistling, smoking, pinching flesh
Nervousness covering mouth, jiggling money or
keys, tugging ears, wringing hands.
Short breaths, "tsk" sound,
tightly clenched hands,
wringing hands, Fist like gestures
Frustration
pointing index finger
rubbing hand through hair
rubbing back of neck.
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22. Communication Skills
Body Language…
Open hands,
Openness unbuttoned coat
Arms crossed, sideways
glance, touching-rubbing
nose, rubbing eyes, Defensiveness
buttoned coat, drawing
away
Pinching flesh,
chewing pen, thumb
Insecurity
over thumb, biting
fingernail
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23. Communication Skills
Body Language…
Upper body in sprinter's
position, open hands,
Cooperation sitting on edge of chair,
hand to face gestures,
unbuttoning coat.
Steepled hands, hands
behind back, back
stiffened, hands in coat Confidence
pockets with thumb out,
hands on tapels of coat
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26. Communication Skills
Speaking…
“A wise man reflects before he speaks;
a fool speaks, and then
reflects on what he has uttered.”
- French Proverb.
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27. Communication Skills
While Speaking…
◦ Take initiative
◦ Be polite
◦ Be pleasant (smile, jokes)
◦ Be clear and concise (tone, accent,
emphasis, pronunciation)
◦ Cite negative opinions honestly, but in a
positive manner
◦ Seek Feedback
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28. Communication Skills
While Speaking over phone…
◦ Write down in advance what you want to
say and in what order
◦ Smile
◦ Speak slowly
◦ Always be polite and friendly
◦ For long messages, follow a script
◦ Get confirmation
◦ Monitor your time
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31. Communication Skills
While Writing…
Plan what you want to say in your letter/
report
Reread the letter when you have finished
Check spelling & punctuation, then send
Use simple language – avoid ambiguous
words
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32. Communication Skills
While Writing…
“KISS” (Edit the letter by cutting
ruthlessly).
Be kind to others’ eyes (font size,
clarity)
Be creative (use tables, graphs)
Use the language YOU are better at
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33. Communication Skills
Keep in mind while writing
• Visualize the reader when you are writing
• Don’t write unbroken paragraphs
• Use numbered paragraphs to make cross-
referencing easier
• Punctuation plays the role of body
language in writing
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34. Communication Skills
Keep in mind while writing …
• Use headings and subheadings.
• Use ruled sheets instead of plain ones.
• Don’t print without thoroughly checking
your sources.
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36. Communication Skills
Listening – why is it important?
Listening 45%
Order in which we are taught
Order in which we learn
Speaking 30%
Reading 16%
Writing 9%
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37. Communication Skills
Objective of Listening is…
◦ to receive information
◦ to understand effectively
◦ to enhance clarity
◦ to empathize
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38. Communication Skills
So, while Listening…
◦ Avoid distractions
◦ Do not interrupt unnecessarily
◦ Be active (show interest)
◦ Paraphrase what you’ve heard
◦ Throw an echo
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39. Communication Skills
What Listening Looks like...
The Listener keeps looking at the speaker
The Listener’s body is in ‘open’ position
The listener is smiling with a pleasant &
encouraging expression
Listener looks relaxed but alert, neither
tense
nor slouching
Listener utters humming sounds
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41. Communication Skills
While Presenting…
◦ Research (find out facts & figures)
◦ Prepare (Introduce, Discuss, Conclude)
◦ Rehearse
◦ Be confident
◦ Present
◦ Use proper media
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42. Communication Skills
5 styles of communicating to manage conflicts
You feel confident but You win and other
“Go for it” uncooperative person loses
You don’t feel confident or
“Run Away” You lose
cooperative
You feel cooperative but You let the other person
“Yes, Boss” unconfident win
You feel partly cooperative You both win a bit and
“Let’s Trade” & confident lose a bit
Mutual Cooperation & You help one another to
“Let’s both win” Confidence win
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43. Communication Skills
“I HEAR, I forget
I SEE, I remember
I DO, I understand”
THANK YOU…
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