EFFECTIVE COMMUNICATION
SKILLS
Communication Model
Barriers to communication
1. Physical Barriers:
• Equipment used during communications,
• Background noise
• poor lighting,
• temperatures ( too hot or too cold)
2. Attitudes:
• Emotions like anger or sadness.
• Being extremely nervous.
• Having a personal agenda
Barriers to communication
3. Language:
• Different language.
• Different country.
• Different regions of the same country.
• Different generations
• Using scientific terms with patient.
.
4. Physiological Barriers:
• Pain
• Hearing difficulties,
• conscious level
Barriers to communication
5. Problems with Structure Design:
• Organization structures not clear.
• Bad information systems.
• lack of supervision or training of the people
involved.
Cultural Noise: people sometimes make .6
stereotypical assumptions about others based on
.their cultural background
Barriers to communication
7. Lack of Common Experience:
• The speaker and the audience cannot relate to
do not have the same knowledge or have not
shared the same experiences.
:Ambiguity and Abstractions Overuse .8
• leaving things half-said, using too many
generalizations, proverbs or sayings, can all
lead to communications that are not clear and
that can lend themselves to misinterpretations.
Barriers to communication
9. Information Overload:
It takes time to process a lot of information and
too many details can overwhelm and distract the
audience from the important topics. Keep it
Simple.
10. Assumptions and Jumping to Conclusions:
This can make someone reach a decision about
something before listening to all the facts.
Barriers to communication
11. Poor Listening Skills :
• When we fail to actively listen to what others are
saying to us either because we think we already
know what they want to say or we don’t expect
anything of value to come from them.
Good communication occurs when two
important things take place. The
expression of a
thought or feeling and the effective
listening of that expressed concept.
Talking is easy; communication requires greater skill.
It demands that we listen and speak skillfully, not just talk
mindlessly.
We must talk “to” each other instead of “at” each other.
Developing good communication habits takes some conscious
attention, but once they become familiar, can be the secret to
improving relationships & increasing productivity.
Verbal vs Non Verbal
• Can we communicate without words?
• Which is better, verbal or non verbal?
Nonverbal Communication
Nonverbal Communication - all elements of communication
that do not involve words
Four basic types
– Proxemics - an individual’s perception & use of space.
– Kinesics - study of body movements, including posture
– Facial & Eye Behavior - movements that add cues for
the receiver
– Paralanguage - variations in speech, such as pitch,
loudness, tempo, tone, duration, laughing, & crying
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.
The Art of Listening
• “If we were supposed to talk more than listen,
we would have been given two mouths and
one ear.”
» Mark Twain
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.
VALUE OF LISTENING
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
ESSENTIALS OF COMMUNICATION
Dos
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.
ESSENTIALS OF COMMUNICATION
DON’Ts
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.
WORK ON VOICE MODULATION.
WORK ON BODY LANGUAGE.
READ MORE
LISTEN MORE
INTERACT WITH QUALITATIVE PEOPLE.
IMPROVE ON YOUR TOPIC OF DISCUSSION,
.
How to Improve Existing Level of
COMMUNICATION?
CLEARLY STATE YOUR PURPOSE
OFFER RELEVANT INFORMATION
ASK QUESTIONS
THINK AND SPEAK.
DO NOT SPEAK TOO FAST.
USE SIMPLE VOCABULARY.
DO NOT SPEAK ONLY TO IMPRESS SOMEONE.
How to Improve Existing Level of
COMMUNICATION?
LOOK PRESENTABLE AND CONFIDENT.
ASK FOR CLARIFICATION
DEMONSTRATE UNDERSTANDING
AVOID ASSUMPTIONS
STATE DIFFICULTY AND CONCERNS
BUILD TRUST
How to Improve Existing Level of
COMMUNICATION?
LOOK PRESENTABLE AND CONFIDENT.
ENCOURAGE CREATIVE & CRITICAL THINKING
CONSIDER AUDIENCE’S INFORMATION NEEDS.
CONSIDER AUDIENCE’S TECHNICAL BACKGROUND.
CONSIDER AUDIENCE’S CULTURE & GENDER.
CONSIDER AUDIENCE’S KNOWLEDGE OF THE
SUBJECT.
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
Facial expressions:
Smiling is a powerful cue, and the person that smiles is perceived as more
likable, friendly, warm and approachable. Smiling is often contagious.
Can you
read
meaning
into the
different
facial
expressions
shown
here? What
is each
person
thinking or
Success for YOU…
…in the new global and diverse
workplace requires
excellent communication skills!
Questions
