Communication skills


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Business communication skills

Published in: Business, Technology

Communication skills

  1. 1. What are the most common ways we communicate? Written Word
  2. 2. What is Communication? Communication is the transmission of an idea or feeling so that the sender and receiver share the same understanding. Derived from the Latin word "communis", meaning to share. Communication is the exchange of thoughts, messages, or information, as by speech, visuals, signals, writing, or behavior.
  3. 3. Components of Communication • Context • Sender – Encoder • Message • Medium • Receiver Decoder • Feedback
  4. 4. The Communication Process
  5. 5. VARIOUS TYPES OF COMMUNICATION I. One way communication II.Two way communication III.Verbal communication IV.Non-verbal communication V.Formal communication VI.Informal Communication
  6. 6. Types of Communication One-way communication Two-way communication One to many
  7. 7. One way Communication Model Message Encode Channel Receive decode meaning SENDE R RECEIVER
  8. 8. Two Way Communication Model Encode Message Channel Decode as receiver Channel Message Encode as Sender Receive decode meaning SENDER RECIEVER
  9. 9. Types of Communication Verbal Communication Non-verbal communication
  10. 10. Communication Channels Formal Informal Upward Downward Lateral Grapevine
  11. 11. Formal Communication  Formal Communication channels are the systems designed by management to channelize the flow of communication along formal organizational structure.  Formal Communication may be upward, downward or lateral (horizontal).
  12. 12. Upward communication  Upward Communication is flowing of message from subordinates to superiors. Marketing Manager Finance Manager Branch Manager Operations Manager CashierBDO Officer UPWARD COMMUNICATION IN A BANK
  13. 13. Downward communicatIon  Downward Communication Flows down from top to bottom of the organizational hierarchy and carries message from higher authority to lower and down below. Managing Director Marketing Manager Production Manager Personnel manager Sales officer 1 Sales Officer 2 Manager Plant Manager Plant Supervisor 1 Supervisor 2 DOWNWARD COMMUNICATION IN A FIRM
  14. 14. Lateral communication  Lateral or horizontal communication flows between persons at the same hierarchical level either of the same or other department or division of the organization. Branch Manager Marketing Manager BDO Finance Manager Cashier Operations Manager Officer LATERAL COMMUNICATION IN A BANK
  15. 15. INFORMAL COMMUNICATION Informal Communication takes place outside the formally prescribed and planned network or channel. It is spontaneous and off the record and beyond the organizational hierarchy. It has no set rules or regulations and no particular Direction. It is also known as Grapevine.
  16. 16. Grapevine
  17. 17. Types of Grapevine  Single Strand (Each tells one another) A B C D
  18. 18.  Gossip (One tells all). A E F H GD C B
  19. 19.  Probability (Each randomly tells others) K B D I G F A J
  20. 20.  Cluster (Some tell selected others; most typical) C A E F D B J
  21. 21. Features of Effective Communication  Active Listening  Eye contact  Posture  Simple language  Questioning skills
  22. 22. Barriers to communication  Semantic Barriers  Physical Barriers  Attitudinal Barriers  Psychological Barriers  Social Barriers
  23. 23.  Will it win good will?  Have you used positive, "pleasant-toned" words?  Have you used "I appreciate," "please", and "thank you" somewhere in your message?  Would you enjoy reading what you have said? COURTEOUS
  24. 24. CONSIDERATE: The YOU-Attitude  Have you put the client first?  Have you floodlighted his/her interests?  Have you walked in his/her moccasins?  Have you talked his/her language?
  25. 25. CLEAR  Have you used familiar words, short sentences?  Have you presented only one idea in each sentence?  Have you avoided "business" and technical terms?  Have you used the reader's language?
  26. 26. COMPLETE  Have you given all the facts?  Have you covered the essentials?  Have you answered all his/her questions?  Did you PLAN what you said?
  27. 27. CONCISE  Have you plunged right into the subject of the message?  Have you avoided rehashing the reader's letter?  Have you said enough, but just enough?  Have you avoided needless "filler" words and phrase?
  28. 28. CONCRETE  Have you given the crisp details the client needs?  Have you made the details razor and needle- sharp?  Have you flashed word pictures, made facts vivid?
  29. 29. CORRECT  Have you checked all facts for correctness?  Have you verified all numbers and amounts?  Is the appearance of the letter effective? Is it clean, well-spaced?  Have you checked your spelling, punctuation, gra mmar, etc.?
  30. 30. Benefits of effective communication  Quicker problem solving  Better decision making  Steady work flow  Strong business relations  Better professional image
  31. 31. 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.
  32. 32. …in the new global and diverse workplace requires excellent communication skills! Success for YOU…
  33. 33. THANK YOU
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