Communication Skills

Communication
Objectives
 Identify key Communication skills
 Define leader’s role in Communication
 Describe a model for two-way Communication
 Describe how information is processed
 List how to avoid ambiguity
 How perception can impede Communication
 List the ways to improve active listening

Interpersonal
Communication
Exit
What is Communication
What is?
Communication
What is?
Communication is human contact and interaction with the aim to

agree on something
Process by which information is exchanged and understood by

two or more people, usually with the intent to motivate or
influence behavior
Interpersonal Communication
Why is "Communication" so
Important?
80% of our waking hours are spent communicating
• 9% writing
• 16% reading
• 30% speaking
• 45% listening
 70% of the mistakes in the workplace are caused by

"poor communication"
 On average, 80% of the message is distorted as it travels

from the top of the organization through the ranks
Communication Model
More = Less
More Communication Skills
Less Time and Effort
Communication Model
Communication Model
Sender
(Source) Recipient
Feedback
Communication Model
The Message
 Clear
 Complete
 Concise
 Concrete
 Correct
Communication Channels
How to Send a Message?
Mail\Letter
Phone call
Email
Face-to-Face
How We Communicate
 Verbal
 Voice tone
 Body language
Which one affects people more?

How We Communicate
(Verbal)
How We Communicate
• Verbal
 Words
 Sentences
• Voice tone
 loud
 sharp
 low
How We Communicate
• Body language
 eyes
 mouth
 head
 hands & arms
How We Communicate
How to choose the right way to send a message?
• Time
• Importance
• Place
• Privacy
Why Communication Fails?
1) Perception
1) Perception
• Perception refers to the meaning a person gives to a
situation or event.
• Differences in what is perceived by people occur

because of different views include educational
background, work responsibilities, upbringing, or
interests. Each element combined leads to every
person having unique attitudes and individuality.
“ Whenever two people meet there are really six
present:
• There is each man as he sees himself
• Each man as the other person sees him
• And each man as he really is ”
William James
The Process of Perception
Our perceptions are formulated based on the way we
interpret information.
There are three primary processes:
1) Selecting - We select what we want to "see." That

is, we limit the quantity of information to which we
attach meaning.
The Process of Perception
2) Organizing - We determine relationships. We

relate new information to other information that we
already have.
3) Interpreting - Information we receive is assigned a

meaning based on current knowledge and
understanding. This helps us be more comfortable
predicting future events and thereby minimize
surprises.
Selecting
 Man’s Nose
Organizing
 Hair and mouth
Interpreting
 Musician
Selecting
Organizing
Interpreting
Roles and Perception
Manager
Parent
Friend
2) Stereotype
It is any commonly known public belief about a certain

social group or a type of individual.
It is a form of prejudice that can form damaging images

of people because of a particular characteristic without
having any knowledge of the person.
.
2) Stereotype
Examples
• All African Americans are good at sports.
• Men are strong and do all the work.
• All Asians like to eat rice.
• Chinese products are very cheap.
3) Ambiguity
Ambiguity is defined as multiple interpretations of an event or a

meaning because of non-clarity of message.
Examples:
• Hassan bought a car are very expensive. How much is it?
• Your boss is an old man. How old is he?
• I recently saw an article on this subject. (How long ago was it?)
Avoiding
Ambiguity
How we can do it ???
 Be Specific
 Do not assume or rely on our listener’s estimation

or experience
4) In appropriate time
5) Wrong Channel
5) Ineffective Listening
Listening Vs. Active Listening
Hearing Understanding Responding

Active Listening
It is a technique for improving understanding of what

is being said by taking into account how something is
said and the non verbal signs and body language that
accompany it.
BENT Business Dictionary
Active Listening
In active listening you listen with your“

ears, but you also, and more
importantly, listen with your eyes and
with your heart. You listen for feeling,
”for meaning. You listen for behavior
Dr Stephen Covey
Active Listening
Restating Questioning
Paraphrasing Summarizing
Active Listening Skills
Feedback
Is letting people know in a helpful way
 How they are doing
How their performance is being perceived
 It enables improvements
Can be either ( positive - negative or constructive)
Feedback
Supportive Defensive
Focus on Focus on
Receiver’s Sender’s
Needs Needs
Feedback Climates
Descriptive
• Report contains 3
calculation errors
Evaluative
• You are careless

Feedback Climates
Problem Solving
• How can we work together to

resolve this issue?
Control
• Do what I tell you

Feedback Climates
Specific
• 10 documented lateness
in past 3 months
General
• You are late a lot

Feedback Climates
Timely
• During this week’s meeting
Out of context
• Last July…
Feedback Climates
Useful
• I get angry when you argue

me in front of other staff
Useless
• Show some respect

Feedback Climates
Asked for
• Would you give me some

feedback
Imposed
• You need to hear this

Reception of Negative Feedback
• Understand that most critics are trying to help you
improve
1 • It is a gift
• Take notes and, ask Questions
• Understand our typical response cycle(Denial-Anger-
2 Withdrawal-Acceptance)
• Work with the critic to let the message delivered

3 • Be prepared for the criticism
Feedback
Short Movie
Giving feedback at workplace
Feedback
strategies needed for giving a negative feedback
Get your emotions under control
Find a private place
Consider timing
Focus on the actions
Be direct
Feedback
strategies needed for giving a negative feedback (cont.)
Describe specific behaviors
Stop talking and seek confirmation
Reaffirm your faith in the person
Define positive steps, solutions, and be goal oriented
Document the feedback for future reference

Feedback
Praise
Improve
Key Communication Roles for
Leaders
 Tell people what the job is and how they are doing
 Make sure people understand their jobs
 Give people feedback

 Deal with the individual as a person
 Harness creativity and imagination
Group makes a difference

Become more open
Interpersonal Skills that Promote
Success
 Listening and feedback
 Public speaking
 Leadership and problem solving
 Human relations
 Persuasion and ability to motivate others
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Communication

 Describe a model for two-way Communication

 Describe how information is processed

 List how to avoid ambiguity

 How perception can impede Communication

 List the ways to improve active listening

Communication is human contact and interaction with the aim to

Process by which information is exchanged and understood by

 70% of the mistakes in the workplace are caused by

 On average, 80% of the message is distorted as it travels

Which one affects people more?

• Differences in what is perceived by people occur

There are three primary processes:

1) Selecting - We select what we want to "see." That

2) Organizing - We determine relationships. We

3) Interpreting - Information we receive is assigned a

It is any commonly known public belief about a certain

It is a form of prejudice that can form damaging images

Ambiguity is defined as multiple interpretations of an event or a

How we can do it ???

 Do not assume or rely on our listener’s estimation

Hearing Understanding Responding

It is a technique for improving understanding of what

In active listening you listen with your“

• You are careless

• How can we work together to

• Do what I tell you

• You are late a lot

• During this week’s meeting

• I get angry when you argue

• Show some respect

• Would you give me some

• You need to hear this

• Work with the critic to let the message delivered

Get your emotions under control

Find a private place

Focus on the actions

Stop talking and seek confirmation

Reaffirm your faith in the person

Define positive steps, solutions, and be goal oriented

Document the feedback for future reference

 Give people feedback

 Harness creativity and imagination

Group makes a difference

 Leadership and problem solving

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