Effective Communication Skills

Tell me, I forget Show me, I remember Involve me, I understand

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What is Effective Communication

Is a two-way process Involves effort from both the sender and the receiver Is only successful when both the sender and the receiver understand the same information

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The Communication Process

Feedback

Sender

Encoding

Channel

Decoding

Receiver

Feedback

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Have you ever met someone with whom you just could not communicate?
A person who, for some reason, seems to bristle upon our approach, leaving communication as we know , completely out of the question
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Have you ever been misunderstood by someone?

Have you ever said or did something, with pure motives and good intentions, which was misinterpreted?

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Which is more important in social interactions and interpersonal relationships?

the actual behavior or the motivation behind the behavior?

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De-brief
Our ability to understand how people see and hear us is critical to effective communication

No matter how important our motives are, people read us by what they see and hear

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Barriers to Communication
Poor listening skills Psychological barriers Physical barriers Poor language skills Body language Emotional distractions
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Characteristics of Communication
Messages are not always interpreted as we intend them
Inescapable Irreversible Complicated

Emphasizes content and relationships Governed by rules

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Word Color Trick

Red Yellow Blue Green Yellow Red Green Blue Green Red Blue Yellow Yellow Green Red Blue Yellow Blue Red Green Yellow Green Red Blue Red Green Blue Green
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THE PAOMNNEHAL PWEOR OF THE HMUAN MNID

Aoccdrnig to a rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer in waht oredr the ltteers in a wrod are, the olny iprmoatnt tihng is that the frist and lsat ltteer be in the rghit pclae. The rset can be a taotl mses and you can sitll raed it wouthit porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe.
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Amzanig huh?
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Why do Employers Value Good Communicators ?

Ability to analyze, organize and clarify information Are persuasive and help stimulate additional business Help achieve goals- personal and professional Effective in written and oral presentations
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Developing Communication Skills

Good Communicators are not always Born

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Modes of Communication
Communication in some manner forms the mainstay of everybodys life
Listening Speaking Reading Writing
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45% Least addressed 30% 16%

Most addressed
9%
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Listening v/s Speaking

Listening takes. . .
Concentration & energy Curiosity Open-mindedness Analysis & understanding
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Speaking requires
Sharp focus
Logical thinking Clear phrasing Crisp delivery

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Listening Skills

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Non Verbal Communication

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Principles for a Lifetime

Be aware of your communication

Appropriately adapt messages to others

Effectively use verbal messages

Listen and respond thoughtfully to others

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Effectively use and interpret non verbal messages

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Removing Barriers-Sender
Be crisp, clear, concise and accurate.

Anticipate and eliminate sources of

confusion.

Understand your audience culture,

background. Use appropriate body language.
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Removing Barriers - Sender

Avoid feedback sessions over telephone or e-mail

Refrain from lengthy verbal instructions

Pace down on your rate of speech Avoid technical jargons
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Examples of Technical Jargons

Because of a glitch in the program, the printout appears sans statistics

Because of an error in the program, the printout appears without statistics

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Examples of Technical Jargons

Profits are declining because our sales staff is insufficiently cognizant of our competitors products Profits are declining because our sales staff is unaware of our competitors products
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Examples of Technical Jargons

Quality products have heretofore helped this organization perpetuate its central market position

Quality products have in the past helped this organization maintain its central market position
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Examples of Technical Jargons

This contract contains a caveat stipulating that vendors must utilize bona fide parts This contract contains a warning stipulating that vendors must use genuine parts
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Removing Barriers- Receiver

Suspend judgment

Listen actively
Use appropriate channel

Avoid distractions- physical , emotional

Understand and emphasize

Do not react, be proactive

Act appropriately
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Factors that Determine the Channel

Complexity and importance of the message Anticipated receivers response Immediacy of the situation Degree of formality

Size and location of the audience

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Communication Style

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The Friction Factor

There are two main reasons why people become irritated with each others behavior, and both relate to social styles Pace
people think and move at different paces

Priorities
some people regard tasks more important than relationships and vice versa
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Communication Styles

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Communication Styles

Assertive

Pushing hard without attacking; permits others to influence outcome; expressive and selfenhancing without intruding on others.

Good eye contact; Comfortable but firm posture; Strong, steady and audible voice; Facial expressions matched to message; Appropriately serious tone; Selective interruptions to ensure understanding.

Direct and unambiguous language; No attributions or evaluations of others behavior; Use of I statements and cooperative we statements.

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Communication Styles (contd)

Aggressive

Taking advantage of others; Expressive and selfenhancing at others expense.

Glaring eye contact; Moving or leaning too close; Threatening gestures (pointing finger; clenched fist); Loud Voice; Frequent interruptions.

Swear words and abusive language; Attributions and evaluations of others behavior; Sexist or racists terms; Explicit threats or put-downs.

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Communication Styles (contd)

Nonassertive Encouraging others
to take advantage of us; Inhibited; Self-denying.

Little eye contact; Downward glances; Slumped postures; Constantly shifting weight; Wringing hands; Weak or whiny voice.

Qualifiers (maybe, kind of ); Fillers (uh, you know, well); Negaters (its really not that important, Im not sure).

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Communicating Across Cultures

Expanding global markets are making work place more ethnically diverse Develop tolerance ,respect other cultural values Avoid ethnocentrism (racial superiority) Look beyond stereotypes, see individual qualities Practice empathy, be non judgmental
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Responding to Intercultural Audiences

Keep your language simple Speak slowly and pronounce clearly Check frequently for comprehension Observe eye messages and non verbal signals
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Responding to Intercultural Audiences

Encourage accurate feedback by asking probing questions Listen without interrupting Accept blame if any misunderstanding arises Confirm understanding with follow-up
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Communication Apprehension
Group Discussions Public Speaking One on One Formal Meetings

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Express to Express
Not to Impress

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Smile! Smile! Smile!

Smile

is the single most understood and most useful form of communication in either personal or business transactions -Roger Axtell
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