TRAINING ON EFFECTIVE COMMUNICATION

30 MARCH 2020

BY CHETAN BHATIA
Studies tell 70 % of mistakes in the
workplace are a direct result of
poor communication…..
COMMUNICATION

Communication is simply a two way

process of exchanging ideas,
information or transmitting verbal
and
non-verbal messages.
EFFECTIVE COMMUNICATION

EFFECTIVE PRODUCTIVE
COMMUNICATION RELATIONSHIP

We communicate to…

Get information
Get feedback
Motivate
Praise
Greet
Sell
Etc.
PROCESS OF COMMUNICATION

Communication is the process of sending and receiving

information among people…

Feedback

receiver sender

Encode Medium Decode

SENDER RECEIVER
BARRIERS TO COMMUNICATION
• Noise

• Inappropriate medium
VISUAL
• Assumptions/misconceptions
https://www.youtube.com/watch?v=I6IAhXM-vps

• Emotions
• Language differences

• Poor listening skills

• Distractions
BARRIERS TO COMMUNICATION
Decoding Responding
Transmitting
90 %
Barriers
Encoding Barriers Barriers
ATTITUDE Barriers 

Lack of Sensitivity to Physical

10% Distractions Lack of Interest. 
Receiver Channel Barriers. Lack of Knowledge. 
TECHNICAL No Provision for
Lack of Basic SKILLLong Lack of Feedback
Communication Communication Communication
Skills Chain. Skills Inadequate
Insufficient Emotional Feedback.
Knowledge of the Distractions
Subject
Information
Emotional 90 %
overload 
Interference TECHNICAL
Conflicting SKILL
Lacking confidence Messages
10%
PEOPLE
SKILL
OVERCOMING THE BARRIERS OF EFFECTIVE COMMUNICATION
Connecting with
The audience
Summarizing Simple
what has been said Words

Effective Body language

Effective Questions Communication skills
(Smile, Eye contact,
Gestures, tone)

Checking
Seeking Cultural
for understanding
Participation Sensitivity
 VISUAL

https://www.youtube.com/watch?v=gCfzeONu3Mo
7C’S OF COMMUNICATION

CONSIDERATE

CONCRETE

CONCISE COURTEOUS

CLEAR COMPLETE CORRECT

PATH FOR GOOD COMMUNICATION

Listen to
Understand

Understand
Repeat before
speaking

Seek
understanding Speak to be
before understood
proceeding
ESSENTIALS OF COMMUNICATION (Dos)
 Always think ahead about what you are going to say.

 Use simple words and phrases that are understood by everybody.

 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.

 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 (DONTS)
 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.

 Do not jump to the conclusion that you have understood every thing.

 Do not instantly react and mutter something in anger.

 While listening do not glance here and there as it might distract the speaker.
PROBING QUESTIONS
 Can you be more specific?

 Can you give me an example of that?

 What happened then?

 How does this affect you?

 What might cause that, do you think?

 Can you fill me in on the details?

BEFORE COMMUNICATING
ASK YOURSELF…
What is the main purpose/aim?
Who will receive it?
What is the likely attitude of the listener?
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?
IMPORTANCE OF LISTENING

“If we were supposed to talk more than listen, we would have

been given two mouths and one ear.”
Mark Twain
WHAT IS LISTENING ?

Listening is the absorption of the

meanings of words and
sentences by the brain. Listening
leads to the understanding of
facts and ideas.
VARIOUS STAGES TO LISTENING

Hearing
Focusing on the message not the person
Comprehending and interpreting
Analyzing and Evaluating
Responding
Remembering
VALUE OF LISTENING
 Listening to others is an elegant art.
 Good listening reflects courtesy and good manners.
 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.
TECHNIQUES OF ACTIVE LISTENING

PARAPHRASE
PARAPHRASE SUMMARIZE
SUMMARIZE

Restate
Restatewhat
whatwas
wassaid
saidininyour
your Pull
Pulltogether
togetherthe
themain
mainpoints
pointsof
of
own
ownwords
words aa speaker
speaker

QUESTION
QUESTION

Challenge
Challengespeaker
speakerto
tothink
thinkfurther,
further,
clarifying
clarifyingboth
bothyour
yourand
andtheir
their
understanding,
understanding,however,
however,suspend
suspend
judgment
judgment
HOW TO IMPROVE YOUR LISTENING SKILLS?
 Maintain eye contact with the instructor
 Focus on content than on the way that it is being said.
 Avoid selective listening
 Avoid distractions
 Ask questions to stay active and interested.
 Face the speaker
 Maintain eye contact
 Respond appropriately – say yes, nod, etc.
 Do not be preoccupied with your own thoughts.
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!