Communication Skills

Presented by
Sanam Habib
[email protected]
 Outlines
• Introduction
• Definition of communication,
• Elements of communication
• Types of communications
• Communication process
• Characteristics of effective communication
• Knowledge and skills needed for effective
interpersonal communication
• Barriers to effective communication
 What is Communication…?
• Communication: Communication has been derived
from the Latin word "communis", meaning to share.

• Exchange of information or giving or taking of it

• Or a process through which facts, ideas,
experiences and emotions are mutually exchanged

• COMMUNICATION IS THE ART OF

TRANSMITTING INFORMATION, IDEAS AND
ATTITUDES FROM ONE PERSON TO ANOTHER.
 purposes of communication
• The purposes of communication are:-
• understood what is intended to be understood.
• To obtain reply / response / feedback,
• To maintain good relations with communicator.
• The means of communication are usually:-
spoken or written words,
• pictures or symbols.
• But we also give information through body
language, gestures,
• and looks, facial expressions etc.
 Communication for self development
Communication helps in self development by following ways:-
i. In acquiring knowledge.
ii. In acquiring information.
iii. In avoiding mistakes.
iv. In making correct decisions or planning.
v. In contacts / coordination with others.
vi. In exchanging / acquiring experiences.
vii. In association with latest conditions.
viii. In knowing other's expectations from you.
ix. In enhancing confidence.
Xi. In development of self- capabilities.
 Communication
Is Affected By...
 Personal Factors
 mood
 energy level / fatigue
 body language
 Environment
 noise
 temperature
 other distractions
 Whether we use old technology or new, effective communication
includes active listening, choosing our words carefully and
matching them with our body language.
 Communication Key Elements
•Message
•Source (sender)
•Channel
•Receiver
•Filter
•Feedback
 The Communication Process

Medium

Barrier
SENDER RECEIVER
(encodes) (decodes)
Barrier

Feedback/Response
Process of Communication
 Messages not delivered due to “distortion”

Feedback

Sender Receiver

Distortion
 What causes distortion?
• Speaker • Listener
– Language – Perceptions
– Wordiness – Preconceived
– Semantics notions/expectations
– Physical hearing problem
– Emotions
– Speed of thought
– Inflections
– Personal interests
– Emotions
– Attention span
– No active listening!
 What are the most common ways
we communicate?

ag es
al I m
rd Visu
Wo
en
Spok

Bod
y L an
Written Word gu a
ge
 Characteristics of effective
communications
Effective communication requires the sender to:

• Know the subject well

• Be interested in the subject
• Know the audience members and establish a rapport
with them
• Speak at the level of the receiver
• Choose an appropriate communication channel
 Characteristics of effective
communications
The receiver should:
• Be aware, interested, and willing to accept the
message
• Listen attentively
• Understand the value of the message
• Provide feedback
 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.
 Effective Communication

Basic Communication Skills

Being an effective communicator means that you correctly interpret the
messages you receive and respond appropriately.
Three basic skills are needed for
effective communication:

1. Speaking

2. Listening

3. Body language
 Effective Communication

Communication Styles
• Passive communicators do not stand up for themselves or
defend their attitudes or beliefs.

• Aggressive communicators often try to get their way

through bullying and intimidation.

• Assertive communicators defend their attitudes and

beliefs, but they also respect the rights of others.
 Effective Communication

Speaking Skills
• You demonstrate good speaking skills
when you clearly say what you mean.

• Changes in the tone, pitch, or

loudness of your voice can affect
communication.

• Using “I” messages can help you

communicate your feelings positively,
without blame or name-calling.
 Effective Communication
Stating Your Feelings Effectively
 Effective Communication

Nonverbal Communication
• You use Body Language when you nod or shake your head to show
that you agree or disagree with something that is said.

• When you hold yourself in a tense posture, you silently communicate

that you’re feeling nervous or worried.

• Nonverbal communication can be subtle, taking place at an

unconscious level.

• If your words and your body language seem to contradict each other,
the person you are speaking to may be confused or unsure of what
to believe.
Barriers to effective communication
Eliminating Communication Barriers

Obstacles to Clear Communication

• Image and identity issues

• Unrealistic expectations

• Lack of trust

• Prejudice

• Gender stereotyping
Eliminating Communication Barriers

Image and Identity Issues

• Many teens spend at least part of their teen years

searching for an identity.

• If someone is unsure of his or her values, the

uncertainty can complicate the communication
process.
 Eliminating Communication Barriers

Unrealistic Expectations

• Avoid imposing unrealistic

expectations on your listener.

• This may cause the individual to

become frustrated or defensive.
 Eliminating Communication Barriers

Lack of Trust
• Good communication is built on
trust between two people.

• If you believe that you can’t count

on a person to tell you the truth or
to keep a confidence,
communication is very difficult.
 Eliminating Communication Barriers
Prejudice

• Prejudice prevents a person from having an open mind

and listening to new information.

• To avoid developing prejudices, you can demonstrate

tolerance.
• Being tolerant helps you understand the differences among
people and recognize the value of diversity.
 Eliminating Communication Barriers
Gender Stereotyping

• Gender stereotyping is a type of prejudice

that involves having an exaggerated or
oversimplified belief about people of a certain
gender.

• Assuming that all males like sports and that

all females enjoy cooking are examples of
gender stereotyping.
 Constructive Feedback
Constructive Criticism
• Constructive Criticism is intended to bring about positive
changes.

• You may find that giving the person feedback in a more

positive manner helps him or her and your relationship.

• It is very important to begin your discussion by using an “I”

message to explain how you feel.

• Point out what the person is doing or has done, and suggest
a better way to do it.
 Acknowledgements and Compliments

Expressing
Yourself
• Expressing and receiving respect,
admiration, and appreciation with
grace and sincerity can help you build

and maintain healthy relationships.

• It shows that you do not take the

relationship for granted, and it
demonstrates good sportsmanship
and good character.
 SEVEN ‘Cs’ OF EFFECTIVE
COMMUNICATION
• 1. COMPLETENESS: Message is complete from all
angles and replies all possible questions. Thus it requires
remembering five W’s i.e. who, what, when, where, and
why; answers all questions; and gives extra information
when desirable.
• 2. CONCISENESS: It is saying what we have to say in the
fewest possible words without sacrificing other ‘C’ qualities.
Thus only relevant material is given and un-necessary details
or repetitions avoided.
• 3. CONSIDERATION: ‘You’ instead of ‘I’
attitude. Receiver could see his personal benefits.
Such messages are prepared by putting oneself in
receiver’s situation and looking from his angles.
Positive and interesting facts are highlighted.

• 4. CONCRETENESS: The communication

should be specific, meaningful and explicit, no vague or
general message. Understandable facts / will for action
is expressed.
• 5. CLARITY: Simple and forceful language, no
confusing words or sentences, so that the message
is understood as it is intended. Thus it will require
choosing precise, concrete, and familiar words;
constructing effective sentences and paragraphs.

• 6. COURTESY: Such words and phrases be used

which do not show offensiveness or irritate a
person, unless so intended. Normally ‘humble’ style
is preferred. It, thus, involves being aware not only
of the perspectives of others, but also their feelings.
It stems from a sincere you-attitude and requires
one to be sincerely tactful, thoughtful and
appreciative; uses expression that shows respect
and chooses non discriminatory expression, and
omits questionable humor.
• 7. CORRECTNESS:
• Free from grammatical mistakes and figures
& facts are correct. It , thus, is use of right
level of language i.e. grammatically correct
with no spelling mistakes; accuracy of
figures, facts and words; and maintains
acceptable writing mechanics.
 Success for YOU…

…in the new global and diverse

workplace requires
excellent communication skills!
Questions