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E2-E3
Management
Communication Skills
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WELCOME
This is a presentation for the
Management
Module
for
the
Communication Skills

E2-E3
Topic:

Eligibility: Those who have got the Upgradation


from E2 to E3.
This presentation is last updated on 15-3-2011.
You can also visit the Digital library of BSNL to
see this topic.
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AGENDA
Define Communication
List various methods of communication at
workplace
Explain modes of communication
Understand barriers to communication
Understand ways to Facilitate better
communication

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Communication is a Series of
Experiences of
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Hearing

Smell

Seeing
Taste

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Touch

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Communication - Meaning
Communication is a dynamic process
through this process we convey a thought or
feeling to someone else.
how it is received depends on a set of events,
stimuli, that person is exposed to.
how you say what you say plays an important
role in communication.

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Total Communication Process


Writing
9%

Speaking
30%

Reading
16%

Listening
45%

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COMMUNICATION
7% WORDS
Words are only labels and the listeners put their
own interpretation on speakers words
38% PARALINGUISTIC
The way in which something is said - the accent,
tone and voice modulation is important to the
listener.
55% BODY LANGUAGE
What a speaker looks like while delivering a
message affects the listeners understanding
most.
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Methods of communication
person to person - face to face, reading a letter,
making a phone call
in a small group - planning, problem solving,
decision making, written reports, memos, notice
boards
in a meeting - presenting, bargaining, negotiating
agreements
using mass media - speaking in public, on radio or
television, writing for print media such as
newspapers and journals, books, advertising
others - training, teaching, entertaining.
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Verbal communication
Speech
Media-in person, via an intercom, over the phone,
email etc
Understanding by receiver

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Verbal breakdown

Inattention
Physical barriers
Poor expression
Premature evaluation
Emotions

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Verbal breakdown

Gatekeeper
Communication chain
Denial
Lack of questioning

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Non-Verbal

Ideas,

thoughts

and

feelings

that

are

communicated without words such as-yawn,


tears, frown, crossing arms, averting eyes etc.

Types are:
Body language
Physical characteristics and appearance

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Non-Verbal

Voice
Space
Environment
Time

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TYPES OF BODY LANGUAGE

(P)OSTURES & GESTURES- How do you use


hand gestures? Stance?
(E)YE CONTACT- Hows your Lighthouse?
(O)RIENTATION- How do you position yourself?

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TYPES OF BODY LANGUAGE


(P)RESENTATION- How do you deliver your

message?
(L)OOKS- Are your looks, appearance, dress
important?
(E)XPRESSIONS OF EMOTION --

Are you

using facial expressions to express emotion?

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Writing

Permanent, A record for future, Receiver can


study at his/her pace, overcomes distance
Example: letters, memos, email, minutes of
meetings, reports, instructions, diagrams, maps,
other pictorial aids etc.

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Barriers in Communication
(that have to do with the COMMUNICATOR)
Unwillingness to say things differently
Unwillingness to relate to others differently
Unwillingness to learn new approaches
Lack of Self-Confidence
Lack of Enthusiasm
Voice quality
Prejudice

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Barriers in Communication
(that have to do with the COMMUNICATOR)

Disagreement between verbal and non-verbal


messages
Negative Self Image
Lack of Feedback
Lack of Motivation and Training
Language and Vocabulary Level
Lack of Self Awareness

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Barriers in Communication
(that have to do with the RECEIVER)
Selective Perception
Unwillingness to Change
Lack of Interest in the Topic/Subject
Prejudice & Belief System
Rebuttal Instincts
Personal Value System
Here-and-Now internal & external factors

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External Barriers in
Communication
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Environment
The venue
The effect of noise
Temperature in the room
Other People Status, Education
Time
Distance

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Barriers in Communication
Muddled messages
Stereotyping
Wrong channel
language
Lack of feedback
Poor listening skills
Interruptions
Physical distractions

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Tips for better communication


Have a positive attitude about communication.
Defensiveness interferes with communication.
Work at improving communication skills. This
increased awareness of the potential for
improving communication is the first step to
better communication.
Include communication as a skill in each
person's job description. Help other people
improve their communication skills by helping
them understand their communication problems.

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Tips for better communication

Make communication goal oriented.


Approach communication as a creative process
rather than simply part of the chore of working
with people.
Accept the reality of miscommunication.

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Sum up

What is communication?
Methods of communication
Verbal
Non-Verbal
Writing
Barriers & overcoming barriers

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