Chapter02.Communication Skills

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    E2-E3

    Management

    Communication Skills

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    WELCOME

    This is a presentation for the E2-E3

    Management Module for the Topic:

    Communication Skills

    Eligibility: Those who have got the Upgradation

    from E2 to E3.

    This presentation is last updated on 15-3-2011.

    You can also visit the Digital library of BSNL to

    see this topic.

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    AGENDA

    Define Communication

    List various methods of communication at

    workplaceExplain modes of communication

    Understand barriers to communication

    Understand ways to Facilitate bettercommunication

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    Communication is a Series of

    Experiences of

    Hearing

    Seeing

    Smell

    Taste

    Touch

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    Communication - Meaning

    Communication is a dynamic process

    through this process we convey a thought orfeeling 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 importantrole in communication.

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    Total Communication Process

    Reading

    16%

    Writing

    9% Speaking

    30%

    Listening

    45%

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    COMMUNICATION

    7% WORDSWords are only labels and the listeners put theirown interpretation on speakers words

    38% PARALINGUISTIC

    The way in which something is said - the accent,tone and voice modulation is important to thelistener.

    55% BODY LANGUAGE

    What a speaker looks like while delivering amessage affects the listeners understanding

    most.

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    Methods of communication

    person to person - face to face, reading a letter,making a phone call

    in a small group - planning, problem solving,decision making, written reports, memos, notice

    boardsin a meeting - presenting, bargaining, negotiatingagreements

    using mass media - speaking in public, on radio ortelevision, writing for print media such asnewspapers and journals, books, advertising

    others - training, teaching, entertaining.

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    Verbal communication

    Speech

    Media-in person, via an intercom, over the phone,

    email etcUnderstanding by receiver

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    Verbal breakdown

    Inattention

    Physical barriers

    Poor expression

    Premature evaluation

    Emotions

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    Verbal breakdown

    Gatekeeper

    Communication chainDenial

    Lack of questioning

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    Non-Verbal

    Ideas, thoughts and feelings that are

    communicated without words such as-yawn,

    tears, frown, crossing arms, averting eyes etc.

    Types are:

    Body language

    Physical characteristics and appearance

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    Non-Verbal

    Voice

    SpaceEnvironment

    Time

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    TYPES OF BODY LANGUAGE

    (P)OSTURES & GESTURES- How do you use

    hand gestures? Stance?

    (E)YE CONTACT- Hows your Lighthouse?

    (O)RIENTATION- How do you position yourself?

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    TYPES OF BODY LANGUAGE

    (P)RESENTATION- How do you deliver your

    message?

    (L)OOKS- Are your looks, appearance, dress

    important?

    (E)XPRESSIONS OF EMOTION -- Are you

    using facial expressions to express emotion?

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    Writing

    Permanent, A record for future, Receiver canstudy at his/her pace, overcomes distanceExample: letters, memos, email, minutes of

    meetings, reports, instructions, diagrams, maps,other pictorial aids etc.

    B i i C i ti

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    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-Confidence

    Lack of EnthusiasmVoice qualityPrejudice

    C

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    Disagreement between verbal and non-verbal

    messagesNegative Self ImageLack of FeedbackLack of Motivation and Training

    Language and Vocabulary LevelLack of Self Awareness

    Barriers in Communication(that have to do with the COMMUNICATOR)

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    Barriers in Communication(that have to do with the RECEIVER)

    Selective PerceptionUnwillingness to ChangeLack of Interest in the Topic/SubjectPrejudice & Belief System

    Rebuttal InstinctsPersonal Value SystemHere-and-Now internal & external factors

    External Barriers in

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    External Barriers inCommunication

    EnvironmentThe venueThe effect of noise

    Temperature in the roomOther People Status, EducationTimeDistance

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    Barriers in Communication

    Muddled messagesStereotyping

    Wrong channel

    languageLack of feedback

    Poor listening skills

    InterruptionsPhysical distractions

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    Tips for better communication

    Have a positive attitude about communication.Defensiveness interferes with communication.Work at improving communication skills. Thisincreased awareness of the potential for

    improving communication is the first step tobetter communication.Include communication as a skill in eachperson's job description. Help other people

    improve their communication skills by helpingthem understand their communication problems.

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    Tips for better communication

    Make communication goal oriented.

    Approach communication as a creative process

    rather than simply part of the chore of workingwith people.

    Accept the reality of miscommunication.

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    Sum up

    What is communication?

    Methods of communicationVerbal

    Non-Verbal

    Writing

    Barriers & overcoming barriers

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