EFFECTIVE COMMUNICATION

Caren C. Balanza
Training Department
eData Services
OBJECTIVES:
• Define communication
• Identify elements of effective communication
• List barriers to effective communication
• Identify ways to overcome barriers to effective
communication
• Identify elements of effective listening
• List barriers to effective listening
• Identify ways to overcome barriers to effective
listening
Definitions of communication
• meaningful interaction
• information sharing
• a link force
• understanding
• fundamental requisite of life
Definitions of communication

• meaningful interaction with people in

such a manner that the ideal thought is
same
• the exchange of thoughts, ideas,
feelings, information, opinions, and
knowledge
• Mutual understanding
BASIC COMPONENTS OF COMMUNICATION

1. Sender
2. Message
3. Medium/Channel of
Communication
4. Receiver
5. Feedback
https://media.lanecc.edu/users/driscolln/RT114/Communication/Communication2.html
Characteristics of communication

• It is a 2-way process.
• Communication process happens between or
among two or more parties. (Sender and
Receiver)
• Communication involves exchange of ideas,
feelings, information, thoughts, and knowledge.
• Communication involves mutuality of
understanding between Sender and Receiver.
 The Communication Process
1. The message must be clear. This means
importance is given to diction.
2. The source must be credible.
3. The receiver must pay attention to the content.
4. The receiver must be willing and able to act.
https://www.educba.com/types
-of-communication/
TYPES OF COMMUNICATION
Non-Verbal communication – entails
communicating by sending and
receiving wordless messages. These
messages usually reinforce verbal
communication, but they can also
convey thoughts and feelings on their
own.
TYPES OF COMMUNICATION
Examples of nonverbal communication:
Aesthetic communication occurs through creative expression. This would include
all the arts: music, dance, theatre, crafts, art, painting, and sculpture.
Ballet is a great example of this, as there is dance and music, but no
spoken or sung words. Even in an opera, where there are words, there are
still facial expressions, costumes, posture, and gestures.
Physical communication covers the personal kind of communication, and includes
a smile or frown, wink, touch, smell, salute, gesture, and other bodily
movements. Social conversation uses a lot of these physical signals along
with the spoken words.
Signs are a more mechanical kind of non verbal communication, which includes
signal flags or lights, a 21 gun salute, a display of airplanes in formation,
horns, and sirens.
Symbols of communication are used for religious or personal status reasons, as
well as to build self esteem. This includes jewelry, cars, clothing, and other
things to communicate social status, financial means, influence, or religion.
Non Verbal Communication

• 55% come from body

language
• 38% comes from the
tone of voice
• 7% comes from the
words they say
 Body Language
 Eye to Eye
 About Face
 From the Waist Up
 Nod
 Face the Customer
 Lean Forward
 A Touchy Subject
Verbal Communication
• Verbal communication – includes
sounds, words, language and
speaking.
• Oral Communication - Speaking is considered the best way
to coherently and quickly communicate information, yet
problems can still exist with orally transmitted messages
unless effective speaking skills are developed. When
speaking the sender must be mindful of tone, pitch, volume,
diction, and annunciation. It is quite possible that the receiver
may misunderstand or misinterpret what was said unless
particular care is taken. Of course, the importance of the
information being transmitted dictates the level of emphasis
the sender should place on its effectiveness.
 Verbal Communication
• Written Communication Using written language or words to
convey a message is another prevalent type of
communication. The prehistoric use of pictographs, prior to the
creation of alphabets, is the earliest known form of written
communication. The adoption of standardized alphabets allows for
consistency and uniformity in written communication. Like the oral
type there are formal and informal forms of written communication;
for example, a curriculum vitae constitutes formal use of written
language, while SMS-texting is a prevalent example of informal
written communication.
• Sign Language
Sign language is another form of verbal communication because of
its use of words to convey a message. While no words are spoken
or written, individual signs are assigned to a specific words in a
language, and then signed appropriately to convey structured,
coherent information.
TYPES OF COMMUNICATION

• Intrapersonal communication – implies

individual reflection, contemplation, and
meditation.
• Interpersonal communication – direct,
face-to-face communication that occurs
between two or more persons. Dialogue
or conversation
Barriers to Communication
• Filtering
• Emotions
• Language
 How to Overcome Barriers
• Use Feedback
• Simplify Language
• Use Neutral Words
• Listen Actively
• Be Sensitive to Cultural Differences
• Be Sensitive to Gender or Age Differences
Hearing vs. Listening
• HEARING IS: • LISTENING IS:
- Automatic - Voluntary
- Involuntary - Requires conscious
effort
- Unconscious
- Includes
INVOLVEMENT,
both physical and
mental
The Art of Effective Listening
• Pay attention.
• Show that you are listening.
• Provide feedback.
• Defer judgment.
• Respond appropriately.
• Summarize understanding.
 Five Steps for Effective Listening
1. Stop what you are doing and acknowledge the
speaker.
2. Avoid any distractions.
3. Concentrate on what the other person is trying
to tell you.
4. Think: “What is the message?”
5. Provide an immediate response to the speaker.
Barriers To Effective Listening
• Technology
• Attitude – not interested, not focusing, not
paying attention, feeling unwell or tired,
prejudiced or biased, closed mind
• Noise
 Providing Feedback
• Silence is NOT golden in a customer
transaction.
• Provide interactive, proactive responses
to customer statements.
• Avoid monosyllable answers and long
silence.
• Particularly important in telephone
transactions.
References:

• http://www.communicationskills.in/types-of-communication-
skills.html
• http://www.communicationskills.co.in/types-of-
communication-skills.htm
• http://www.buzzle.com/articles/four-types-of-
communication.html
• http://notesdesk.com/notes/business-
communications/types-of-communication/
• http://www.marcbowles.com/courses/adv_dip/index.htm