COMMUNICATION SKILLS

PRESENTATION
BY
URFI PRASAD
 WHAT IS COMMUNICATION?

COMMUNICATION IS A PROCESS BY WHICH:

Two or more people exchange ideas,
facts, feelings, information:
in ways that each gains a common
understanding
of the meaning, intent and use of
messages
SUCCESSFUL PEOPLE AND
ORGANISATIONS ARE OFTEN
THOSE WHICH COMMUNICATE
EFFECTIVELY
 Let me ASK..
What difficulties do I face in communicating
effectively?
What are my personality traits, which come in
the way of effective communication?
What can I do to overcome them?
How to communicate better with colleagues
and clients, at home, etc?
How do I establish a rapport with my
customers?
Communication Process

Channel Decode &

Sender understand

Encode Receiver Action

FE E D B AC K
 COMMUNICATION CYCLE
Any good communication should serve the purpose
of conveying what the sender wanted to convey in the
same context to the receiver. The following diagram
explains this . What I Meant

is
is

What I Said
What You Understood

is

is

What You Heard

 COMMUNICATION
MATHEMATICS

7% - Spoken Words
38% - Tonality/Para Language

55% - Non-Verbal *

Body Language is the unspoken language that goes on in

every Face-to-Face encounter with other persons. It tells
us their true feelings towards us and how well our
communication is being received.
*Ref. Dr Albert Mehrabains Prof UCLA (book Silent Messages)
 BODY LANGUAGE CUES
When there is a discrepancy between what we
say and how we say, people tend to go by how
we say.
When there is discrepancy between what we say
and what we do, people tend to go by what we
do.
Therefore cues and signals sent to us by others
is a crucial skill required in communication. To
understand the attitude of others towards us,
regardless of what they are saying, body
language provides the best answer.
 BARRIERS TO COMMUNICATION

PHYSICAL SEMANTIC PSYCHOLOGICAL

NOISE WORDS VALUES
DARKNESS PICTURES PERCEPTIONS
DISTANCE
DISTRUST
FATIGUE SYMBOLS
POOR LISTENING
HABITS
 What is LISTENING ?
An attitude towards other people and what they are
attempting to express.
It begins with attention, both the outward
manifestation and inward alertness.
It includes constructive responses that help the
other person express both his thoughts and
feelings.
The process of receiving, attending to, assigning
meaning to oral communication.
Three Listening Donts

1. Dont interrupt
2. Dont finish a sentence
3. Dont assume
 Communications skills
Adapters:-
learning to control emotions, getting on with
others.
Attitude:-
body movements indicate attitudes, friendly,cold
Voice control-
tone/pitch,volume,rhythm, hesitation/pauses
Jargon/local phrases or expressions.
listening

Ignoring
listening
pretending
Selective listening
Attentive listening
Empathic Listening
Listen to understand,
listen to build trust
 BUILDING TRUST

I UNDERSTAND YOUR AIMS AND GOALS

I AM ON YOUR SIDE
YOU CAN TRUST ME
TRUST STAIRCASE
HOW TO DEVELOP BETTER LISTENING

Encourage speaking openers, questions.

Concentrate interest.
Body language eye contact, open position.
Avoid premature judgments patience.
Be objective.
Listen for the whole meaning.
Use time lag paraphrase, summarise.
Watch for signal feelings, empathy.
Feedback clarify.
Remove distractions. STOP TALKING.