Effective Communication Skills

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?

Written Word

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 anothers and arrive intact, complete, and coherent.

The Communication Process

Medium

Barrier SENDER (encodes) RECEIVER (decodes)

Barrier

Feedback/Response

Types of Communication
One-way communication

Two-way communication

One to many

Components of Communication
Verbal Communication

Vocal 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

Noise Inappropriate medium Assumptions/Misconceptions Emotions Language differences Cultural differences Poor listening skills Use of jargon Distractions

Hearing Vs Listening
Hearing Physical process, natural, passive Listening Physical as well as mental process, active, learned process, a skill

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

Active Listening
The process of recognizing, understanding, and accurately interpreting communicated messages and responding to spoken and/or nonverbal messages.

Steps to Effective Listening: Hearing Interpretation Evaluation Respond

Tips to become a better listener

Dont talk listen. Dont jump to conclusions. Listen between the lines. Ask questions/paraphrase. Dont get distracted by the environment. Keep an open mind. Be willing to listen to someone elses point of view and ideas. Provide feedback. Take advantage of your brain power.

Improving Verbal Communication-Tips

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Eliminate Noise Get Feedback Verbal & Body Signals Speak Slowly & Rephrase your sentence Dont Talk down to the other person 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

Success for YOU

in the new global and diverse workplace requires excellent communication skills!

Questions