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A good and helpful presentation which I designed for the staff covering the importance of listening, body language and communication

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  • Communicationsoftskills

    1. 1. Communication
    2. 2. Communication: Definition Communication – act of “imparting information” for the purpose of “evoking understanding”
    3. 3. Why Communication… <ul><li>to express our emotions </li></ul><ul><li>achieve joint understanding </li></ul><ul><li>to get things done </li></ul><ul><li>pass on and obtain information </li></ul><ul><li>reach decisions </li></ul><ul><li>develop relationships </li></ul>
    4. 4. THE COMMUNICATION PROCESS <ul><li>A minimum of two people is required to make a connection: a sender and a receiver </li></ul>Communication is the process of sending and receiving information among people Receiver Sender Sender Receiver
    5. 5. Communication : The Flow Sender Receiver Message Feedback Channel Perception Delivery Formulating Response Understanding
    6. 6. Communication Sender Receiver Distortion Feedback All messages do not reach the receiver due to “ distortion”
    7. 7. <ul><li>Personal Barriers </li></ul><ul><ul><ul><li>Your style and character (rude, polite, shy, outspoken) </li></ul></ul></ul><ul><ul><ul><li>Preparation & presentation </li></ul></ul></ul><ul><ul><ul><li>Lack of clarity (pronunciation, pitch, etc.) </li></ul></ul></ul><ul><ul><ul><li>Lack of credibility </li></ul></ul></ul><ul><ul><ul><li>Timing </li></ul></ul></ul>BARRIERS TO COMMUNICATION CAUSES FOR DISTORTION
    8. 8. BARRIERSTO COMMUNICATION <ul><li>Organisational Barriers </li></ul><ul><ul><ul><li>Culture </li></ul></ul></ul><ul><ul><ul><li>Environment </li></ul></ul></ul><ul><ul><ul><li>Size & structure </li></ul></ul></ul><ul><ul><ul><li>Pace of activity </li></ul></ul></ul>
    9. 9. <ul><li>Process Barriers </li></ul><ul><ul><ul><li>Channel/Medium </li></ul></ul></ul><ul><ul><ul><li>Irrelevant Information loading </li></ul></ul></ul><ul><ul><ul><li>Lack of Response or Feedback </li></ul></ul></ul><ul><ul><ul><li>Inappropriate Questions </li></ul></ul></ul>BARRIERSTO COMMUNICATION
    10. 10. OVERCOMING COMMUNICATION BARRIERS <ul><li>Constrain Emotions </li></ul><ul><li>Watch Verbal Cues </li></ul><ul><li>Use feedback </li></ul><ul><li>Simplify language </li></ul><ul><li>Listen actively </li></ul>
    12. 12. NON VERBAL COMMUNICATION <ul><li>AUDIO– LISTENING </li></ul><ul><li>This is to make an effort to hear something; attentively hear a person speaking; </li></ul><ul><li>Take notice of </li></ul><ul><li>Respond to advice or request of the person expressing it. </li></ul><ul><li>A study revealed that 7 out of 10 minutes awake are spent in some form of communication activity </li></ul>
    13. 13. Listening – why is it important? <ul><li>Listening </li></ul>Speaking Reading Writing Order in which we learn Order in which we are taught 9% 45% 30% 16%
    14. 14. Objective of Listening is … <ul><ul><li>to receive information </li></ul></ul><ul><ul><li>to understand effectively </li></ul></ul><ul><ul><li>to enhance clarity </li></ul></ul><ul><ul><li>to empathize </li></ul></ul>
    15. 15. GUIDELINES FOR EFFCETIVE LISTENING <ul><li>Be prepared to listen </li></ul><ul><li>Be interested </li></ul><ul><li>Keep an open mind </li></ul><ul><li>Listen for the main </li></ul><ul><li>ideas </li></ul><ul><li>Listen critically </li></ul><ul><li>Resist Distraction </li></ul><ul><li>Take notes </li></ul><ul><li>Help the speaker </li></ul>
    16. 16. THE DONT’S OF LISTENING <ul><li>Don’t listen without looking </li></ul><ul><li>Don’t interrupt the speaker </li></ul><ul><li>Don’t allow distractions </li></ul><ul><li>Don’t appear judgmental </li></ul><ul><li>Don’t look bored </li></ul><ul><li>Don’t yawn during a meeting or </li></ul><ul><li>conversation </li></ul>
    17. 17. <ul><li>The Listener keeps looking at the speaker </li></ul><ul><li>The Listener’s body is in ‘open’ position </li></ul><ul><li>The listener is smiling with a pleasant & encouraging expression </li></ul><ul><li>Listener looks relaxed but alert, neither tense nor slouching </li></ul><ul><li>Listener utters humming sounds </li></ul>WHAT LISTENING LOOKS LIKE...
    18. 18. OBSERVATION <ul><li>It means “ to perceive, to note, to take notice; become conscious of; watch carefully’. </li></ul><ul><li>It is closely related to listening and they are inseparable in their communication functions </li></ul><ul><li>You can’t be an active listener without being a good observer of people and your environment. </li></ul><ul><li>7% of communication systems are verbal and 93% are non verbal </li></ul>
    19. 19. Q & A <ul><li>Question and Answer Session </li></ul>
    20. 20. BODY LANGUAGE <ul><li>Facial Expressions </li></ul><ul><li>Gestures </li></ul><ul><li>Posture </li></ul>
    21. 21. Body Language… Frustration Clearing throat, &quot;whew&quot; sound, Whistling, smoking, pinching flesh covering mouth, jiggling money or keys, tugging ears, wringing hands. Short breaths, &quot;tsk&quot; sound, tightly clenched hands, wringing hands, Fist like gestures pointing index finger rubbing hand through hair rubbing back of neck. Nervousness
    22. 22. Body Language… Defensiveness Open hands, unbuttoned coat Arms crossed, sideways glance, touching-rubbing nose, rubbing eyes, buttoned coat, drawing away Openness Insecurity Pinching flesh, chewing pen, thumb over thumb, biting fingernail
    23. 23. Body Language… Confidence Cooperation Upper body in sprinter's position, open hands, sitting on edge of chair, hand to face gestures, unbuttoning coat. Steepled hands, hands behind back, back stiffened, hands in coat pockets with thumb out, hands on tapels of coat
    25. 25. SPEAKING… <ul><li>“ A wise man reflects </li></ul><ul><li>before He speaks; </li></ul><ul><li>a fool speaks, and then </li></ul><ul><li>reflects on what </li></ul><ul><li>he has uttered.” </li></ul><ul><li>- French Proverb. </li></ul>
    26. 26. WHILE SPEAKING <ul><li>Speak with confidence. </li></ul><ul><li>Remain calm and courteous. </li></ul><ul><li>Speak with a logical sequence. </li></ul><ul><li>Learn to be comfortable in front of others. </li></ul><ul><li>Rephrase to ensure clarity. </li></ul>
    27. 27. SPEAK EFFECTIVELY <ul><li>Be generous with praise. </li></ul><ul><li>Be friendly and cordial. </li></ul><ul><li>Call people by name. </li></ul><ul><li>Paraphrase questions you are asked to make meanings clear. </li></ul><ul><li>Vary your tone, pace, and volume to keep others interested. </li></ul>
    28. 28. TO SPEAK EFFECTIVELY--- Don’t Threaten. Become angry . Swear. Lose your poise. Take things personally.
    29. 29. FEEDBACK <ul><li>Art of giving efficient and useful response to an information given or actions taken. </li></ul>It can be through written or oral communication or both One must always know why you want to give feedback or receive it as communication is always Result Oriented
    30. 30. EFFECTIVE FEEDBACK <ul><li>Must be constructive, reinforcing and redirectional. </li></ul><ul><li>Must be believable. </li></ul><ul><li>Must be multidirectional </li></ul><ul><li>Must be supportive </li></ul><ul><li>Must be continual </li></ul><ul><li>Should never be delayed </li></ul>
    31. 31. A Planning Form for Constructive Feedback <ul><li>Answer these questions: </li></ul><ul><li>W hat is your purpose in giving the feedback </li></ul><ul><li>What specific actions do you want to reinforce or correct? </li></ul><ul><li>What are the consequences of the action? </li></ul><ul><li>What do you want to accomplish in this discussion </li></ul><ul><li>What specific information do you need to learn; What questions do you need answered </li></ul><ul><li>What issues of timing, location, advance preparation, or other logistics do you need to consider to get the most out of the discussion </li></ul>
    32. 32. Effective Communication Focus the discussion on the information needed Use closed ended questions to prompt for specifics….. KEY TECHNIQUES Use open-ended questions to expand the discussion
    33. 33. Effective Communication <ul><li>KEY TECHNIQUES </li></ul>Encourage dialogue through eye contact and expression State your understanding of what you are hearing Summarize the key points
    34. 34. EXERCISE--- <ul><li>KNOW YOUR COMMUNICATION STYLE </li></ul>
    35. 35. <ul><li>Thank you . </li></ul>