17. Communication:
"Any act by which one person gives to or receives from another person information about
that person's needs, desires, perceptions, knowledge, or affective states. Communication may
be intentional or unintentional, may involve conventional or unconventional signals, may
take linguistic or nonlinguistic forms, and may occur through spoken or other modes."
In business and in the workplace, on the domestic front and in our social lives, we all stand to
benefit from more effective communication skills.
http://meetmadhu10.blogspot.com/2007/04/art-of-communication.html
24. Non Verbal CommunicationNon Verbal Communication
http://www.introtel.com/communication-professional-success/
Key Points To Take Away:
Understanding the unique
and varying ways people
communicate non-verbally will
increase your ability to
recognize issues before they
are vocally expressed.
Knowing the non-verbal cues
that indicate trust can help
you be more successful in
establishing good relations
with customers and fellow
employees.
Even in the increasingly digital
era, face-to-face interaction
is extremely important.
28. http://www.ingredientsofoutliers.com/the-art-of-non-verbal-communication/
S (Sqare):S (Sqare): Face squarely; by doing this itFace squarely; by doing this it
shows you areshows you are involvedinvolved..
O (Open)O (Open): Keep an open posture: Keeping: Keep an open posture: Keeping
an open posture means not crossing armsan open posture means not crossing arms
and legs. Open postures makeand legs. Open postures make people feelpeople feel
engaged and welcomeengaged and welcome..
LL (Lean):(Lean): by leaning forward when aby leaning forward when a
person is talking to you, it shows that youperson is talking to you, it shows that you
areare involved and listeninginvolved and listening to what theyto what they
have to say.have to say.
E (Eye Contact):E (Eye Contact): Use good eye contact-Use good eye contact-
having good eye contact shows that youhaving good eye contact shows that you
areare listening and not distractedlistening and not distracted..
R (Relax):R (Relax): It is important to stay calm andIt is important to stay calm and
avoid fidgeting when a person is talking toavoid fidgeting when a person is talking to
you to show you areyou to show you are focusedfocused..
How to Communicate EffectivelyHow to Communicate Effectively
32. Examples of Effective Communication
Ineffective
“ You’re rude”.
Effective
“ You’re finishing my sentences for me.”.
“ Juanita, don’t you think Ed’s
chicken sort of reminds you of
something from The Far Side.”
“ Ed, I’ve got some second thoughts about
your barbecued chicken.”
“ How many times have you been
late this month?”
“ Is there something preventing you from
being on time?”
“ That will get you into trouble.” “ If you continue to come to work late,
you’ll leave me no choice but to put you
on probation”
35. Effective Feedback TechniquesEffective Feedback Techniques
• Feedback is simply letting the speaker know you are listening.Feedback is simply letting the speaker know you are listening.
• Respond with statements or questions like:Respond with statements or questions like:
- - “You believe that. . . “ (triggering phrases,
- - “Are you saying that . . .” not judgemental)
- - “You’re concerned about . . .”
- - “Tell me more. . . “
- - “Can you give me an example? . . .”
- - “Tell me in your own words . . .”
• Ask questionsAsk questions
- - How? What? Where? Who? When? Why?
• Feedback is probably the most under-used yet most helpful skillFeedback is probably the most under-used yet most helpful skill
in communication.in communication.
• Use “door openers” to encourage speakerUse “door openers” to encourage speaker.
Principles of Effective Communication
36. Avoiding Verbal TurnoffsAvoiding Verbal Turnoffs
• Certain responses come across as rejection of another person’sCertain responses come across as rejection of another person’s
thoughts or feelings. Speaker may become defensive.thoughts or feelings. Speaker may become defensive.
Preaching:Preaching: . . . . . “You should take my advice. . .”
JudgingJudging: . . . . . . “But you’re wrong!”
OutdoingOutdoing:. . . . . . “You think you had it bad?
Blah, blah, blah. . .”
WithdrawingWithdrawing: . . “Forget it!”
Patronizing:Patronizing: . . . . “You don’t really feel that way.”
Principles of Effective Communication
37. Principles of Effective Communication
Avoiding Verbal TurnoffsAvoiding Verbal Turnoffs
• Killer PhrasesKiller Phrases throw up road blocks to potential solutions.throw up road blocks to potential solutions.
• When someone uses aWhen someone uses a killer phrasekiller phrase, the speaker can only:, the speaker can only:
- -- - Fight backFight back - and how often is that productive?- and how often is that productive?
- -- - Ignore itIgnore it - but the damage is done.- but the damage is done.
- -- - Sit down and shut upSit down and shut up - and the idea dies- and the idea dies..
41. Keys to Effective Listening
The BAD Listener The Key The GOOD Listener
Continually interrupts. Stop Talking Gives speakers time to say
what they have to say.
Tunes out if delivery is poor. Judge Content not
Delivery
Judges content, skips over
delivery errors.
Tends to enter into arguments. Hold Your Fire Holds temper, doesn’t jump to
conclusions.
Listens only for facts. Listen for Ideas Listens for important themes.
Influenced by who speaker is. React to ideas, not
speaker.
Shows little attention, or fakes it. Show Interest
Pays attention to what speaker
says, not who they are.
Actively listens to understand
rather than only to reply.
Is easily distracted. Resist Distractions Avoids distraction, knows how
to concentrate.
Gives no feedback. Asks Questions Encourages speaker to
develop points further.
Reacts to emotional words. Keep an open mind Knows loaded words and
phrases, but does not get hung
up on them.
“Remember: You can’t listen if you’re talking.”
42.
43.
44. ConclutionConclution
1.1. RelationshipRelationship is theis the heartheart ofof
CommunicationCommunication
2.2. Communication SkillCommunication Skill isis
importantimportant skill and need toskill and need to
be learned well, includingbe learned well, including nonnon
verbal communicationverbal communication andand
listening skilllistening skill
3.3. LearnLearn FromFrom ExpertExpert
4.4. PracticePractice GoodGood
CommunicationCommunication in everyin every
occasion and opportunityoccasion and opportunity
5.5. Good CommunicationGood Communication buildbuild
Good RelationshipGood Relationship andand TrustTrust
6.6. TechnologyTechnology can’t replacecan’t replace faceface
to faceto face communicationcommunication
