The Art of Communication 105

7/28/2019 The Art of Communication 105

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The Art of CommunicatingWell


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What is

communication

Transmission of an idea or feeling so

that the sender and receiver share the

same understanding


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Methods ofcommunication80% of working day involves communication

Used Taught/Addressed

Listening 45% Least

Speaking 30%

Reading 16% Most

Writing 9%


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Communicating effectively

Remember.

That communication is a one time process

BUT

Effective communication is a continuous

process


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Get attached to youraudience Avoid technical jargon, buzzwords and

acronyms

Smile comfortably and briefly when being

introduced Make communication clear and easy to

understand

Rephrase difficult concepts to make them

clearer Do not make long introduction to impress either

side


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Get attached to youraudience Avoid using phrases or expressions that are

difficult to translate

Avoid making judgments of people who are notfluent in English

Offer a firm handshake, lasting 3-5 seconds,upon greeting and leaving. Maintain good eyecontact during your handshake


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Communication andetiquette


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Introductions andmeetings Appointments should be made as far in

advance as possible

Introduction includes ones title if appropriate,Mr., Ms., Mrs., Dr., and the full name

A smile is a sign of friendliness.

It is customary to begin and end meetings with

a brief but firm handshake.


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Introductions andmeetings Politeness is highly valued during conversation.

Present all materials and ideas in a modest and polite

manner

Punctuality is very important and is seen as a gestureof respect

After receiving a business card, carefully place it intoyour card case or on the table if you are seated at one.


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Email Etiquette Always include a meaningful subject line

Use correct grammar and spelling

Avoid messages sent in anger

While replying include enough of the originalmessage to provide a context

Pay careful attention to where your reply isgoing to end up

Always use a signature if you can: Make sure itidentifies who you are and includes alternativemeans of contacting you.


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Email Etiquette Acknowledge all emails.

Dont expect an immediate answer

If you are sending in a question to which you

expect a response, make sure you includeenough information to make the responsepossible

Do not overuse the high priority option, Reply

to all, URGENT and IMPORTANT


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Telephone EtiquetteOutgoing Calls

Speak slowly and clearly. Do not chew gum,

eat or drink while you are talking Identify yourself and the purpose of your call

Smile while talking

Mentally picture the other person on the line Ask for permission before placing on hold

Listen actively and without interrupting


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Telephone EtiquetteIncoming Calls

Always identify yourself and the organization

Take notes. Be complete and accurate Highlight something positive about the call and

end with You have a good day


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Writing Skills Proofread aloud. By reading aloud, your ear

will catch mistakes your eye misses

Make no assumptions. The ideas you arepresenting must be explained in full to be

understood. People read only what is on the

page

Rough draft all important letters and reports

Be creative. Use tables, graphs etc.

Be kind to others eyes. Check font size,

colours etc.


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Non verbal communicationRemember that you are dealing with people

(P)ostures & Gestures

(E)ye Contact (O)rientation

(P)resentation

(L)ooks (E)xpressions of Emotions

90% of any verbal act involves non-verbal

action!


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Effective VerbalCommunication Listen more carefully and

responsively

Explain the kind of conversationyou want to have

Express yourself more clearly andcompletely

Translate complaint or criticisms intorequests


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Effective VerbalCommunication Be creative in asking questions

Ask more open ended questions

Express appreciation and gratefulness

Make every conversation a learning


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Thank You

The Art of Communication 105

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