EFFECTIVE COMMUNICATION

SKILLS

Presented By:
Jaspinder Kaur
MBA
 Objectives

• Definition of Communication &

Communication process

• Overcome barriers in an Effective

communication

• Verbal & Non-Verbal communication

What is Communication ?

Communication is the art of

transmitting
information, Ideas and attitude
from one
person to another. Its also a
process of
meaningful interaction among
 Communication Process
Medium

Barrier
SENDER RECEIVER
(encodes) Barrier (decodes)

Feedback/Response
 Channels Of Communication

Horizontal

•• Mgnt •• Task •• Employee

Employee feedback
feedback
Mgnt Direction
Direction Coordination
Task Coordination
•• Job •• Info •• Progress
Progress Report
Report
Job Plans
Plans Sharing
Info Sharing
•• Policies •• Problem •• Customer
Customer Interaction
Interaction
Policies Problem Solving
Solving
Reports
•• Company
Company Goal
Goal •• Conflict Mgnt Reports
Conflict Mgnt
•• Suggestions
Suggestions
Downwards Upwards
 HIERARCHY

M anager
Executive Director

Vice President

A.G.M.
S u p e r v is o r 1 S u p e r vi s o r 2 S u p e r vis o r 3
Manager

Supervisor

Forman

Horizontal Comm.
 Essence of Effective Comm.:
• Interpersonal Skills
• Influential Behavior
• Powerful Thought Process
• Logical Flow of Ideas
• Emotions -Aggressive, Assertive & Passive
• Vocabulary
• Verbal & Non – Verbal Notions
 Modes Of Communication

a ges
r d s a l I m
n W o V i s u
p o ke
S

Bod
y La
Written Words n gu
ag e
 Effective Comm.
Barriers
• Static In Medium

• Pre - Convinced Notions

/Assumptions

• Emotions

• Language Gap

• Inefficient listening skills

• Distractions / Background Noise

 Listening Vs. Hearing

Hearing – Effortless process,

natural & passive

Listening – Strenuous ,active,

& is a skill

Listening is hard.
You must choose to participate in the process of
listening.
 A Classic Case of
Miscommunication

In Center Harbor, Maine, local legend recalls the day when

Walter Cronkite steered his boat into port. The avid sailor was
amused to see in the distance a small crowd on shore waving
their arms to greet him. He could barely make out their
excited shouts: “Hello Walter, Hello Walter!”
 Contd….

As his boat came closer, the crowd grew larger, still

yelling. Pleased at the reception, Cronkite tipped his
white captain's hat, waved back, even took a bow.
But before reaching dockside, Cronkite's boat
abruptly jammed aground. The crowd stood silent.
The veteran news anchor suddenly realized what
they'd been shouting: “Low water, low water!”
 VALUES OF LISTENING

 Listening to others is an elegant art.

 Good listening reflects courtesy and good manners.
 Improves competence and performance.
 If missing, can lead to disastrous in business &
employment.
 Eliminates a number of imaginary grievances of
employees.
 Improves Social & interpersonal skills
 ESSENTIALS OF
COMMUNICATION
Do’s Don'ts

Abrupt Reactions
•

• Think before you speak

Usage Jargons
•

• Use simple words Pre- assumption of ‘to be

• understood’

• Subject Knowledge •
Interruptions.

Do not jump to the conclusion

• Audibility & Voice/Speech Clarity •

Over Emphasis /Body Lang

•

• Attention Required
Body Language - Tips

• Maintain appropriate distance.

• Avoid over waving of hands.

• Appearance should be decent

• Be aware - People may miss guide you

• Eye contact

• Smile genuinely