Effective Communication Skills

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Objectives

• Define and understand communication and the communication process

• List and overcome the filters/barriers in a communication process

• Practice active listening

• Tips to improve verbal and non verbal communication

What are the most common ways we communicate?

Spoken Word

Written Word

Visual Images

Body Language

What is Communication?Communication is the transmission of an idea or feeling so that the sender

and receiver share the same understanding.

Communication is not a mysterious process.It takes place when the ideas from your mind are transferred to

another’s and arrive intact, complete, and coherent.

The Communication Process

SENDER(encodes)

RECEIVER(decodes)

Barrier

Barrier

Medium

Feedback/Response

Types of Communication(One-way)

Types of Communication(Two-way)

Types of Communication(One to Many)

Components of Communication

Vocal communication

Verbal Communication

Non-verbal communication

Features of Effective Communication

• Active Listening

• Eye contact

• Posture

• Simple language

• Questioning skills

Benefits of effective communication

• Quicker problem solving• Better decision making• Steady work flow• Strong business relations• Better professional image

Barriers to communication

Distractions

Use of jargon

Poor listening skills

Cultural differences

Language differences

EmotionsAssumptions/Misconceptions

Inappropriate medium

Noise

Hearing Vs Listening

Hearing – Physical process, natural, passive

Listening – Physical as wellas mental process, active,learned process, a skill

Listening is hard.You must choose to participate in the process of listening.

Hearing

Choosing

Understanding

Responding

The reception of sound.

The act of choosing to focus attention on the message.

Deciding what the message means to you.

Your reaction to the message. It can be emotional and intellectual.

Steps in the listening process

Definition of listening:It is a physical and psychological process that involves choosing to listen, understanding, and responding to symbolic messages from others.

Your knowledge, attitudes, values, beliefs and self-concept influences your perception.

You first respond emotionally, then intellectually. Then you decide how to respond.

Your own needs, interests, attitudes, and knowledge affects your choice to pay attention.

Not everyone hears the same way. Men actually prefer certain frequencies.

placatingfiltering

derailing comparing

mind readingrehearsing

dreamingsparring

identifyingjudging

being right

BLOCKS TO LISTENING

• Comparingconstantly comparing yourself to the other person, checking to see if you measure up in terms of intelligence, wit, emotional stability, competence, or even level of suffering or children's achievements.

• Mind Readingwhat you think someone "really means" (based primarily on your own feelings, assumptions, or hunches) than to what he or she is actually saying.

• Rehearsingplanning your response to what someone is saying to you while the other person is still speaking.

• Filteringtuning out certain topics or you may hear only certain things and tune everything else out, any possible hint of unhappiness, no matter what he actually says.

• Judgingif you decide ahead of time that the other person is not worth hearing (because he or she is "stupid," "crazy,"'"hypocritical," or " immature"), and that you will therefore listen only in order to confirm your opinion.

• Dreamingyou pay only a fraction of your attention to the person talking; inside, your thoughts are wandering elsewhere.

• identifyingwhatever you hear from the other person triggers memories of your own similar experiences, and you can't wait to.jump into your own story.

• AdvisingJumping in with advice when the other person has barely stopped talking (or before)

• SparringIf you listen only long enough to find something to disagree with, and then assert your position-—regardless of what the other person says.

• Being RightIf you want to prove that you're right or to avoid the suggestion that you're wrong— including lying, shouting, twisting the facts, changing the subject, making excuses, and accusing

• Derailingchanging the subject or make a joke whenever you become bored or uncomfortable with the conversation.

• Placatingbeing so concerned with being nice, agreeable, or liked that without really listening you agree with everything being said.

Active Listening

The process of recognizing, understanding, and

accurately interpreting communicated messages

and responding to spoken and/or nonverbal

messages.

Tips to become a better listener• Don’t talk – listen.• Don’t jump to conclusions.• Listen between the lines.• Ask questions/paraphrase.• Don’t get distracted by the

environment.• Keep an open mind.• Be willing to listen to someone

else’s point of view and ideas.• Provide feedback.• Take advantage of your brain

power.

Improving Verbal Communication-Tipso Eliminate Noiseo Get Feedback – Verbal & Body Signalso Speak Slowly & Rephrase your sentenceo Don’t Talk down to the other persono Listen Carefully & Patiently

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

…in the new global and diverse workplace requires

excellent communication skills!

ThankYou