2. 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
3. What is Communication?
COMMUNICATION IS THE ART OF TRANSMITTING
INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON
TO
ANOTHER.COMMUNICATION IS THE PROCESS OF MEANINGFUL
INTERACTION AMONG HUMAN BEINGS.
ITS ESSENCES :
PERSONAL PROCESS
OCCURS BETWEEN PEOPLE
INVOLVES CHANGE IN BEHAVIOUR
MEANS TO INFLUENCE OTHERS
EXPRESSION OF THOUGHTS AND
EMOTIONS THROUGH WORDS & ACTIONS.
TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.
IT IS A SOCIAL AND EMOTIONAL PROCESS.
4. What are the most common ways
we communicate?
or d
en W
Spok
Written Word
es
mag
lI
isua
V
Bod
y
Lan
g ua
ge
5. The Communication Process
Phases of the Communication Process:
Transmission phase in which information is
shared by two or more people.
Feedback phase in which a common
understanding is assured.
7. The Communication Process
Sender – person wishing to share information with
some other person
Message – what information to communicate
Encoding – sender translates the message into
symbols or language
8. Encoding
Translating internal thought patterns into a language or
code the intended receiver of the message will likely
understand and/or pay attention to
Choice of words, gestures, or other symbols for encoding
depends on the nature of the message.
Technical or non technical
Emotional or factual
Visual or auditory
Cultural diversity can create encoding challenges.
9. The Communication Process
Noise – refers to anything that hampers any stage
of the communication process
Receiver – person or group for which the message
is intended
Medium – pathway through which an encoded
message is transmitted to a receiver
Decoding - critical point where the receiver
interprets and tries to make sense of the message
10. Decoding
Successful decoding depends on the receiver having:
A willingness to receive the message
Knowledge of the language and terminology used in the
message
An understanding of the sender’s purpose and background
situation
11. Exhibit 3-2: Guides for Giving and Receiving Feedback
Criteria for Giving Feedback
1. Make sure your comments are intended to help recipient.
2. Speak directly and with feeling.
3. Describe what the person is doing and the effect the person is
having.
4. Don’t be threatening or judgmental.
5. Be specific, not general (use clear and recent examples).
6. Give feedback when the recipient is open to accepting it.
7. Check to ensure the validity of your statements.
8. Include only things the receiver can do something about.
9. Don’t overwhelm the person with more than can be handled.
11
12. Exhibit 3-2: Guides for Giving and Receiving Feedback
(continued)
Criteria for Receiving Feedback
1.
2.
3.
4.
5.
6.
7.
8.
Don’t be defensive.
Seek specific examples.
Be sure you understand (summarize).
Share your feelings about the comments.
Ask for definitions.
Check out underlying assumptions.
Be sensitive to sender’s nonverbal messages.
Ask questions to clarify.
12
14. Types of Communication
Downwards Communication :
Highly Directive, from Senior to subordinates, to
assign duties, give instructions, to inform to offer feed
back, approval to highlight problems etc.
Upwards Communications
It is non directive in nature from down below, to give
feedback, to inform about progress/problems, seeking
approvals.
:
Lateral or Horizontal
Communication
:
Among colleagues, peers at same level for information
level for information sharing for coordination, to save time.
17. Verbal & Nonverbal Communication
Verbal Communication
The encoding of messages into words, either written or
spoken
Nonverbal
The encoding of messages by means of facial
expressions, body language, and styles of dress.
18. Oral Communication
The term oral means anything “Pertaining to
the mouth." The words and the manner in
which words are pronounced either by the way
of face to face communication or through
some mechanical or electrical device.
21. Notes, News paper
Forms of written
Forms of written
communication
communication
Book
s
Fax
Fax
Report
Report
s
s
Broch
Broch
ures
ures
Letter
s
EEmail
mail
22. ESSENTIALS OF COMMUNICATION
Dos
Always think ahead about what you are going to say.
Use simple words and phrases that are understood by every body.
Increase your knowledge on all subjects you are required to speak.
Speak clearly and audibly.
Check twice with the listener whether you have been understood accurately or not
In case of an interruption, always do a little recap of what has been already said.
While listening, always make notes of important points.
Always ask for clarification if you have failed to grasp other’s point of view.
Repeat what the speaker has said to check whether you have understood accurately.
23. ESSENTIALS OF COMMUNICATION
DON’Ts
Do not instantly react and mutter something in anger.
Do not use technical terms & terminologies not understood by majority of
people.
Do not speak too fast or too slow.
Do not speak in inaudible surroundings, as you won’t be heard.
Do not assume that every body understands you.
Do not interrupt the speaker.
Do not jump to the conclusion that you have understood every thing.
24. How to Improve Existing Level of
COMMUNICATION?
IMPROVE LANGUAGE.
IMPROVE PRONUNCIATIOON.
WORK ON VOICE MODULATION.
WORK ON BODY LANGUAGE.
READ MORE
LISTEN MORE
AVOID READING OR WATCHING OR LISTENING UNWANTED LITERATURE, GOSSIP, MEDIA
PRESENTATION ETC.
INTERACT WITH QUALITATIVE PEOPLE.
IMPROVE ON YOU TOPIC OF DISCUSSION,
PRACTICE MEDITATION & GOOD THOUGHTS.
THINK AND SPEAK.
DO NOT SPEAK TOO FAST.
USE SIMPLE VOCABULARY.
DO NOT SPEAK ONLY TO IMPRESS SOMEONE.
LOOK PRESENTABLE AND CONFIDENT.
25. Success for YOU…
…in the new global and diverse
workplace requires
excellent communication skills!
