Communication skills


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In this workshop are developed all the aspects how to use and improve the communication skills in business. There are not only the main pillars of how to develop good skills, but also good cartoons-examples of them, so participants in the workshop can be interactive in the process.

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Communication skills

  2. 2. OBJECTIVES Introduction to communication skills Interpersonal communication skills Cross Culture Communication skills Assertive Communication skills
  3. 3. What is COMMUNICATION? Communication is an art of transmitting information, ideas and attitudes from one person to another. and/or  Communication is the process of meaningful interaction among human beings.
  4. 4. Types of Communication Skills There are two types of communications  Verbal Communication (Oral and written communication)  Non- verbal communication
  5. 5. Verbal and Nonverbal communication Verbal Communication A medium for communication that entails talking using the spoken word, such as talking face-to-face, on a telephone, or as a speech.  Non Verbal Communication Nonverbal communication is the process of communication through sending and receiving wordless cues between people. It includes all aspects such as eye-contact, body language, facial expressions, gestures etc. and also become a part of the communicating process.
  6. 6. Oral Communication The term “oral” means anything “Pertaining to 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. This communication is more knows as VERBAL.
  7. 7. Written Communication The Communication in which the information is exchanged in the written or printed form. It creates a record and can be preserved.
  8. 8. In low-context cultures, such as in academic communities, communication is mostly verbal and written. Very little information in this culture is communicate nonverbally. Verbal Communication: BASICS:BASICS: Avoid use of complicated technical phrases, jargon, and acronyms. Explain the meaning of technical language and acronyms throughout your conversation or mail. Nonverbal Communication
  9. 9. Meanings of hand gestures in different cultures USA= OK JAPAN=MONEY. RUSSIA=ZERO TURKEY/VENEZUELA (South America) = HOMOSEXUAL. BRAZIL/ITALY = INSULT (middle finger) DIVING = I am good, are you? ARAB COUNTRIES = YOU WILL SEE!!!
  10. 10. Essentials of Communication DOsDOs Always think ahead about what you are going to talk. Use simple words and phrases that are understood by everybody. 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.
  11. 11. Essentials of Communication DOsDOs In case of an interruption, always do a little recap of what has been already said… in few words or up to 3-4 sentences. Always pay undivided attention to the speaker while listening. 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.
  12. 12. Essentials of Communication Don'tsDon'ts Do not instantly react and mutter something in anger. Do not use complicated technical terms & terminologies (abbreviations) 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.
  13. 13. Essentials of Communication Don'tsDon'ts Do not assume that everybody understands you. While listening do not glance here and there as it might distract the speaker or other listeners. Do not interrupt the speaker. Do not jump to the conclusion that you have understood every thing.
  14. 14. Interpersonal Communication Skills Interpersonal Communication is a social process involving understanding and transfer of information from one person to another.
  15. 15. What is Interpersonal Communication Skill? This is direct, face-to-face communication which occurs between two persons. It is essentially a dialogue or a conversation between two or more people. Interpersonal communication may be: Focused Interactions Unfocused Interactions
  16. 16. Interpersonal Communication Skills Interpersonal Skills are critical to good communication.Let’s have a look at some great tips for better interpersonal communication skills: Listen Questions Be Interested Relax Smile Be Enthusiastic Be Assertive
  17. 17. Uses of Interpersonal Communication Most of us engage in some form of Interpersonal Communication on a regular basis. REMEMBER: how well we communicate with others, is a measure of our Interpersonal skills and our ability to use them.
  18. 18. Interpersonal communication is a key life skill and can be used to: Give and collect information. Influence the attitudes and behaviors of others. Form contacts and maintain relationships. Make sense of the world and our experiences in it. Express personal needs and understand the needs of others. Give and receive emotional support. Make decisions and solve problems. Anticipate and predict behavior.
  19. 19. Cross cultural communication
  20. 20. What is “Culture?” • The way of life of people passed down, from one generation to the next, through LEARNING. • Cross-cultural communication is a field of study that looks at how people from different cultural backgrounds communicate, in similar and different ways among themselves, and how they Endeavour to communicate across cultures. • Intercultural communication is a related field of study.
  21. 21. The importance of cross culture communication: • Globalization: Cross border movement of people, goods and data brings more and more cultures into contact with one another and increases the potential of cross culture communication.
  22. 22. Why Cross Culture is important? Business opportunities. Job opportunities. Sharing of views and ideas. Talent improvisation. An understanding of diverse markets.
  23. 23. Cultural barriers • Language: Language is one of the most obvious cultural barriers. Differences in language can render two human beings completely incapable of talking to one another. • anxiety: We live in a culturally diverse world. People will encounter individuals from different races, religions, and nationalities in their day to day encounters. There is often anxiety surrounding unfamiliar cultures.
  24. 24. One of the major barriers to effective cross-cultural communication is the lack of understandinglack of understanding That is frequently present between people from diverse backgrounds. As they may have different values, beliefs, methods of reasoning, communication styles, work styles, and personality types, very often communication difficulties will occur. Lack of understanding:
  25. 25. Improving cross cultural communication Slow Down Even when English is the common language in a cross cultural situation, this does not mean you should speak at normal speed. Slow down, speak clearly and ensure your pronunciation is intelligible. Separate Questions Try not to ask double questions such as, "Do you want to carry on or shall we stop here?" In a cross cultural situation only the first or second question may have been comprehended. Let your listener answer one question at a time.
  26. 26. Avoid Negative Questions!!! Many cross cultural communication misunderstandings are caused by the use of negative questions and answers. In English we answer 'yes' if the answer is affirmative and 'no' if it is negative. In other cultures a 'yes' or 'no' may only be indicating whether the questioner is right or wrong. For example, the response to "Are you not coming?" may be 'yes', meaning 'Yes, I am not coming.‘
  27. 27. It is always best to observe the behaviors of the group and follow their lead.
  28. 28. Cross Culture Communication Skills 5 Key Points …5 Key Points … 1. Adapt to resolve awkward situations. 2. Learn foreign languages in oral communication. 3. Be aware of nonverbal messages in intercultural communication. 4. Use plain and simple written messages in intercultural communication. 5. Enrich communication skills among diverse workplace audiences.
  29. 29. Assertive Communication Definition  An honest, direct and appropriate expressions of one’s feelings, thoughts and beliefs. Assertiveness is the ability to express our needs and rights, positive and negative feelings without violating others rights and limits of others
  30. 30. Why Assertiveness is important?  Assertive Communication involves respect for the boundaries of oneself and others. Assertiveness increases our ability to reach these goals while maintaining our rights and dignity.
  31. 31. Assertive Behavior Involves respect, not deference Two types of respect:  Respect for ONESELF -  Respect for the other person’s needs and rights.
  32. 32. Assertive Rights You have right to be assertive.  You have the right to request that others change their behavior if they are infringing on your rights. You have the rights to use your time to answer questions.  You have the right to express your needs even if they are illogical to others.
  33. 33. Goals of Assertive Behavior To get and give respect. To ask for fair play. To leave room for compromise when the needs and rights of two people conflict. To communicate and develop mutuality in relationships.