Effective Communication Skills

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.

It takes place when the ideas from your mind are transferred
to another’s and arrive intact, complete, and coherent.
What are the most common ways we communicate?

I mages
a l
Visu
en Word
Spok

Bod
Written Word y La
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ag e
Types of Communication

One-way communication

Two-way communication

One to many
Basic Components of Communication

Verbal Communication

Non-verbal
communication
 Process Of Communication

MEDIUM

BARRIERS RECIEVER
SENDER

FEEDBACK

Studies tell 70 % of mistakes in the workplace are a

direct result of poor communication…..
 Activity

Blind Man’s Story

 Blind man’s story 1

Look at the figure below and compare it with the figure

drawn by you.

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 Blind man’s story 2

Look at the figure below and compare it with the figure

drawn by you.

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 The Effective Communication Process

Sends message to

Constant feedback
ensures
SENDER EFFECTIVE RECEIVER
SENDER COMMUNICATION RECEIVER

Receives Feedback

Communication is effective when it gets the desired action or

response from the receiver
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 Features of Effective Communication

• Active Listening

• Eye contact

• Posture

• Simple language

• Questioning skills
 Benefits of Effective Communication

• Quicker problem solving

• Better decision making

• Steady work flow

• Strong personal relations

• Better professional image

 Complete Communication

• Skill for formulation of a message involves composing

messages, vocabulary & language skills.
• Skill for delivering a message involves presentation skills,
voice modulation, tone, diction, & gestures.
• Skill for receiving feedback involves listening skills,
reasoning skills & attitude.
 SHARE Model
• State the main point of your message
• Highlight other important points
• Assure the receiver’s understanding
• React to how the receiver responds
• Emphasize/summarize your main ideas
 SHARE – an example

State the main point of your message

“I’d like to talk to you about the new employee welcome program”.
Highlight other important points
“We need to discuss the new schedule, locations, and presenters”.
Assure the receiver’s understanding
“Do you need me to further clarify how we are making invitations”?
React to how the receiver responds
“I understand your concern about parking”.
Emphasize/summarize your main ideas
“To wrap-up, I’ll develop the schedule and make the room reservations,
if you can line up the guest speakers”.
Organizational Communication
 Kinds of Communication
Verbal communication
o Oral Communication
o Phone
o Public speaking
o Meetings

Non Verbal Communication

o The persona
o Body language
o Facial expressions and Eye Contact

Written Communication
o E – mail
 Hierarchy

• Upward Upward
o Reports, Data, Suggestions

o Information for decision making

• Downward
lateral
o Requests, requirements

o Directives, comments

• Lateral
o Contribution, explanation, cooperation
Downward
 Upward Communication
• Communication with the higher ups.
• Key : Solutions please

•Time is important

•Appointment & Agenda

•Be Precise

•Give Accurate Information

•Clarify your point of view

•Don’t Assume

•Filtering the problem

 Downward Communication
• Top – Down Activity
• Policies and decisions,
• Targets and feed back!

• Don’t be Rude
• Listen to people
• Seek clarification
• Value the input
• Be empathetic
• Convince
• Last word yours!
 Cross Communication

• With colleagues
• Develop Relations
• Give Feedback
• Share Information
• Avoid Arguments

• No loose talk
• Rumors will spread
• Neither less nor more
 Activity

Chinese Whisper
 Essentials Of Communication
Do’s
• Use precise, memorable and powerful words
• Support your words with visual aids
• Give examples
• Eye contact
• Active listening
• Paraphrase
• KISS – Keep it short and simple
• Avoid interrupting
• Appropriate facial expressions
• Exhibit affirmative head nods
 Essentials Of Communication
Don'ts

• Do not use technical terms and terminologies not understood by

majority of people
• Do not speak too fast or too slow

• Do not speak in inaudible surroundings as you wont be heard

• Do not assume that everybody understands you

• Do not interrupt the speaker.

 Before communicating
Ask yourself…
• What is the main purpose/aim?

• Who will receive it?

• How much does he need to know?

• Is my timing right?

• What is the main subject?

• Are the major points clear?

• Is there any ambiguity?

 COMMUNICATION IS

10% WORDS – WHAT WE SAY

30% SOUNDS – TONE

60% BODY LANGUAGE – HOW WE SAY IT

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Non-Verbal Communication

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 Kinesics (ki-nee-siks)
• The study of body movements, gestures / posture and
movement of eyes
• It consists of :
o Eye contact
o Facial Expression
o Gesture
o Posture
• Typically this is known as Body Language
• Example : A person sitting slumped in a chair after having
review meeting with a :
o Smile
o Frown

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Non Verbal Communication

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Do the Faces tell a Story?

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 Proxemics (prók'seemiks)
• The physical distance that a person maintains during conversation

• The distance depends upon the closeness of the

o Relationship,

o Culture

• Physical distance you maintain from people because of your relationship with
them and your emotional state of mind. This distance is also known as the body
“ bubble “
• An aggressive person is likely to stand close to other person. The opposite will
hold true for a shy person

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 Proxemics
There are four categories for informal space:

• The intimate distance for embracing or whispering (6-18

inches)

• The personal distance for conversations among good friends

(1.5-4 feet)

• Social distance for conversations among acquaintances (4-12

feet)

• Public distance used for public speaking (12 feet or more).

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Barriers to Communication

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Perception

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 Biases
Cause to feel or show inclination or prejudice for or
against someone or something

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Listening

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 Activity

The Robbery

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 What Is Listening?

Difference between hearing and Listening:

Hearing + Understanding = Listening

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 What are you Listening for?

Listening requires conscious mental effort & specific purpose

 5 Basic reasons we do not listen

• Listening is hard work

• Lack of Interest

• The rush for action

• Speed differences in the rate of

speaking and understanding.
• Lack of training
 Barriers To Listening
• Boredom
• Self Esteem
• Prejudices
• Perception
• Noise in the surroundings
• Accent / Delivery of the Speaker
• Pre-Conceived Ideas
• Preoccupied mind with other thoughts
• The Urge to Speak and Respond

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Characteristics of a Good Listener

• Empathy

• Understanding

• Patience

• Attentive

• Unbiased

• Respectful

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 Tips to improve Listening!

• Listen carefully. It helps you to:

o Understand
o Comprehend
o Evaluate

• Careful listening will require a conscious effort on your part.

• You must be aware of the verbal and nonverbal messages
(reading between the lines).
• Be mentally and physically prepared to listen.
 Tips to improve Listening !

• You can't hear if YOU do all the talking. Don't talk too much.
• Listen with empathy.
• Be courteous; don't interrupt. Take notes if you worry about
forgetting a particular point.
• Avoid stereotyping individuals by making assumptions about
how you expect them to act. This will bias your listening.
 Tips to improve Listening!

• Listen to how something is said. Be alert for the emotions

behind the words.
• Listen without thinking about how you're going to respond
• Make certain you give the people an opportunity to voice
their opinions. Don't dominate the conversation.
• Maintain good body posture
Empathize

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“People don’t care how
much you know, but they
know how much you care…
by the way you listen”
-Anonymous

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Assertive Communication

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1. You are a customer waiting in line to be served. Suddenly,
someone steps in line ahead of you. You would:

a) Let the person be ahead of you since he/she is already in line.

b) Pull the person out of line and make him/her go to the back.

c) Indicate to the person that you are in line and point out where it
begins.
2. You are in the middle of watching a very interesting
television program when your spouse comes in and asks you
for a favor. You would:

a) Do the favor as quickly as possible, then return to the program

to finish watching it.

b) Say "no," then finish watching your program.

c) Ask if it can wait until the program is over and, if so, do it then.
3. A friend drops in to say hello, but stays too long, preventing
you from finishing an important work project. You would:

a) Let the person stay, then finish your work another time.

b) Tell the person to stop bothering you and to get out.

c) Explain your need to finish your work and request he/she visit
another time.
4. You suspect someone of harboring a grudge against you, but
you don't know why. You would:

a) Pretend you are unaware of his/her anger and ignore it, hoping it
will correct itself.

b) Get even with the person somehow so he/she will learn not to hold
grudges against you.

c) Ask the person if they are angry, then try to be understanding.

5. You are in a group discussion at work which includes your
boss. A co-worker asks you a question about your work, but
you don't know the answer. You would:

a) Give your co-worker a false, but plausible answer so your boss

will think you are on top of things.

b) Do not answer, but attack your co-worker by asking a question

you know he/she could not answer.

c) Indicate to your co-worker you are unsure just now, but offer to
give him/her the information later.
 Passive Communication

 Soft voice

 Overly agreeable, no point of view expressed

 Avoidance

 Withdrawn body language

 Sound unsure

 Beat around the bush

 Sound hopeless or helpless

 Some Passive Messages

“Uh…if that’s the way you want to do it…um, that’s fine with
me.”
“I don’t know if I could do that.”
“I’ll talk to him soon about that problem; I’ve just been really
busy.”
“I’m sorry to ask you.”
“I hate to bother you.”
“Maybe that’s a good idea.”
 Aggressive Communication

 Blaming, accusing

 Intimidating body language

 Demanding, ordering

 Raised voice

 Harsh, personal language

 Verbal browbeating
 Some Aggressive Messages

“You must…”

“Because I said so.”

“You idiot!”

“You always…”

“You never…”

“Who screwed this up?”

 Assertive Communication

 Takes responsibility
 Takes initiative
 Listens actively
 Speaks up, is direct and constructive
 Shows sincerity
 Is solutions focused
 Assumes a confident voice and body language
 Addresses concerns directly to the source
 Requests needs
 Some Assertive Messages

“Yes, that was my mistake.”

“As I understand your point…”

“Let me explain why I disagree with that point.”

“Let’s define the issue and then explore some options to help
resolve it.”

“Please hear me out and then work with me to resolve my

concern.”
 Communication Style Scenario

Say you just received an important assignment with a

tight deadline. You know that you need assistance
from Raj, a co-worker, to get it done. Identify the
following communication styles and pick which you
think would be best.
“Raj, look, I’m in a jam right now. You need to
help me get this critical project done right away!
I don’t have time to hear that you’re busy with
something else. That excuse just won’t fly. So
come on, sit down and let me show you what I
need you to do.”

Aggressive approach
 “Hi, Raj. I hate to bother you. I know you’re
probably busy with a lot of other issues right
now. I have one of those tough assignments. If
you have a chance, maybe you could lend me a
hand for a little bit. But, uh, its okay if you don’t
want to.”

Passive approach.
“Raj, I was just assigned a critical project that needs to be done in
a week. I would appreciate it if you could lend some assistance.
The project involves an area in which your experience will really
come in handy. What I’d like to do is take a few minutes with
you now or this afternoon to determine what time and support
you can lend and to fill you in on the needs of the project. Does
that work for you, and if so, what time can we meet?”

Assertive approach.
 Don’t confuse aggressive with assertive.

Aggressive Assertive

• Blunt • Direct
• Harsh in tone • Firm in tone
• Blame and Browbeat • Collaborates on solutions
• Push for your own way • Speaks up, yet hears others
• One-way conversation flow opinions
• Two-way conversation flow
Body Language

 Posture

 Facial expressions

 Gestures
Body Language Pitfalls

 Slouching

 Invading space

 Hovering over the listener

 Looking blank

 Looking stern

 Displaying threatening gestures

 Folding your arms

 Exhibiting distracting habits

 Set the Tone
Project your voice
Show inflection in your voice
Display sincerity in your tone
Vocal Pitfalls
 Sounding uncertain
 Being too soft-spoken
 Mumbling
 Being to loud
 Dropping your voice at the end of a sentence
 Sounding Monotonous
 Putting people down with your tone
 Having harshness in your tone
 Speaking too fast
 Using excessive filler sounds
Thank You

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