Basic Communication Skills
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Transcript of Basic Communication Skills
Field of Consciousness
How do you go about Establishing Rapport?
You need Self-ConfidenceYou must Understand PeopleYou must be EnthusiasticYou must make Eye ContactYou must be Interested in them
Hearing
Seeing
Smell
Touch
Taste
Communication - MeaningCommunication 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.
TOTAL COMMUNICATION PROCESS
Reading16%
Writing9% Speaking
30%
Listening45%
LEVELS OF COMMUNICATIONVERBAL
Intra verbal: intonation of word and soundExtra verbal verbal: implication of words and
phrases, semantics
NON-VERBALGesturesPosturesMovements
SYMBOLIC
Barriers in Communication(that have to do with the COMMUNICATOR)
Unwillingness to say things differentlyUnwillingness to relate to others
differentlyUnwillingness to learn new approachesLack of Self-ConfidenceLack of EnthusiasmVoice qualityPrejudice
Barriers in Communication(that have to do with the COMMUNICATOR)
Disagreement between verbal and non-verbal messages
Negative Self ImageLack of FeedbackLack of Motivation and TrainingLanguage and Vocabulary LevelLack of Self Awareness
Barriers in Communication(that have to do with the RECEIVER)
Selective PerceptionUnwillingness to ChangeLack of Interest in the Topic/SubjectPrejudice & Belief SystemRebuttal InstinctsPersonal Value SystemHere-and-Now internal & external factors
External Barriers in CommunicationEnvironment
The venueThe effect of noiseTemperature in the room
Other People – Status, EducationTime
5 Basic reasons we Do Not Listen
Listening is Hard WorkCompetitionThe Rush for ActionSpeed differences (120 wpm v/s 360 wpm)Lack of Training
4 Levels of ListeningThe Non-ListenerThe Marginal ListenerThe Evaluative ListenerThe Active Listener
Improving Listening SkillsBy not being PreoccupiedBeing Open Minded & Non DefensiveMinimizing InterruptionsEffective Listening is: Hearing, interpreting
when necessary, understanding the message and relating to it.
By Asking Questions
COMMUNICATION
7% WORDSWords are only labels and the listeners put their
own interpretation on speakers words38% PARALINGUISTIC
The way in which something is said - the accent, tone and voice modulation is important to the listener.
55% BODY LANGUAGEWhat a speaker looks like while delivering a
message affects the listener’s understanding most.
TYPES OF BODY LANGUAGERemember that you are dealing with “PEOPLE”
(P)OSTURES & GESTURESHow do you use hand gestures? Stance?
(E)YE CONTACTHow’s your “Lighthouse”?
(O)RIENTATIONHow do you position yourself?
(P)RESENTATIONHow do you deliver your message?
(L)OOKSAre your looks, appearance, dress important?
(E)PRESSIONS OF EMOTIONAre you using facial expressions to express emotion?
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