WORKSHOP
ON
EFFECTIVE COMMUNICATION
SKILLS
by ramanathan
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
What is Communication?
COMMUNICATION IS THE ART OF TRANSMITTING
INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON TO
[Link] IS THE PROCESS OF MEANINGFUL
INTERACTION AMONG HUMAN BEINGS.
ITS ESSENCES :
¬PERSONAL PROCESS
¬OCCURS BETWEEN PEOPLE
¬INVOLVES CHANGE IN BEHAVIOUR
¬MEANS TO INFLUENCE OTHERS
¬EXPRESSION OF THOUGHTS AND
EMOTIONS THROUGH WORDS & ACTIONS.
¬TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.
¬IT IS A SOCIAL AND EMOTIONAL PROCESS.
What are the most common ways
we communicate?
mages
is ual I
n Wo rd V
e
Spok
Bod
y Lan
Written Word gua
ge
Types of Communication
Downwards Communication :
Highly Directive, from Senior to subordinates, to assign duties, give
instructions, to inform to offer feed back, approval to highlight problems
etc.
Upwards Communications :It is non directive in nature from down below,
to give feedback, to inform about progress/problems, seeking approvals.
Lateral or Horizontal
Communication :Among colleagues , peers at same level for information
level for information sharing for coordination, to save time.
In modern business environment communication extends beyond written or
spoken words to listened word. Visual dimension added by T.V., computers
has given to new meaning to communication.
COMMUNICATION NETWORKS
Formal Network :Virtually vertical as per chain go command within the
hierarchy .
Informal Network: Free to move in any direction may skip formal chain
of command. Likely to satisfy social and emotional needs and also can
facilitate task accomplishment.
The Communication Process
Medium
Barri
er
SENDER RECEIVER
(encodes) Barri (decodes)
er
Feedback/Response
Barriers to
communication
•Noise
•Inappropriate medium
•Assumptions/Misconceptions
•Emotions
•Language differences
•Poor listening skills
•Distractions
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.
VALUE OF LISTENING
¬Listening to others is an elegant art.
¬Good listening reflects courtesy and good manners.
¬Listening carefully to the instructions of superiors improve competence
and
performance.
¬The result of poor listening skill could be disastrous in business,
employment and social relations.
¬Good listening can eliminate a number of imaginary grievances of
employees.
¬Good listening skill can improve social relations and conversation.
¬Listening is a positive activity rather than a passive or negative
activity.
ESSENTIALS OF COMMUNICATION
Dos
¬Always think ahead about what you are going to say.
¬Use simple words and phrases that are understood by every body.
¬Increase your knowledge on all subjects you are required to speak.
¬Speak clearly and audibly.
¬Check twice with the listener whether you have been understood accurately or
not
¬In case of an interruption, always do a little recap of what has been already
said.
¬Always pay undivided attention to the speaker while listening.
¬While listening, always make notes of important points.
¬Always ask for clarification if you have failed to grasp other’s point of
view.
¬Repeat what the speaker has said to check whether you have understood
accurately.
ESSENTIALS OF COMMUNICATION
DON ’ Ts
¬Do not instantly react and mutter something in anger.
¬Do not use technical terms & terminologies not understood by
majority of people.
¬Do not speak too fast or too slow.
¬Do not speak in inaudible surroundings, as you won’t be heard.
¬Do not assume that every body understands you.
¬While listening do not glance here and there as it might distract
the speaker.
¬Do not interrupt the speaker.
¬Do not jump to the conclusion that you have understood every thing.
How to Improve Existing Level of
COMMUNICATION?
¬IMPROVE LANGUAGE.
¬IMPROVE PRONUNCIATIOON.
¬WORK ON VOICE MODULATION.
¬WORK ON BODY LANGUAGE.
¬READ MORE
¬LISTEN MORE
¬AVOID READING OR WATCHING OR LISTENING UNWANTED LITERATURE, GOSSIP, MEDIA PRESENTATION ETC.
¬INTERACT WITH QUALITATIVE PEOPLE.
¬IMPROVE ON YOU TOPIC OF DISCUSSION,
¬PRACTICE MEDITATION & GOOD THOUGHTS.
¬THINK AND SPEAK.
¬DO NOT SPEAK TOO FAST.
¬USE SIMPLE VOCABULARY.
¬DO NOT SPEAK ONLY TO IMPRESS SOMEONE.
¬LOOK PRESENTABLE AND CONFIDENT.
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
Success for YOU…
…in the new global and diverse
workplace requires
excellent communication skills!
