Effective Communication Skills
• Define and understand
communication and the
• List and overcome the filters/barriers
in a communication process
• Practice active listening
• Tips to improve verbal and non verbal
What is Communication?
Communication is the transmission of an idea or feeling so that the sender
and receiver share the same understanding.
Communication is not a mysterious process.
It takes place when the ideas from your mind are transferred to
another’s and arrive intact, complete, and coherent.
The Communication Process
Features of Effective Communication
• Active Listening
• Eye contact
• Simple language
• Questioning skills
Benefits of effective communication
Quicker problem solving
Better decision making
Steady work flow
Strong business relations
Better professional image
Use of ja
Barriers to communication
Hearing Vs Listening
Hearing – Physical process,
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.
You first respond
intellectually. Then you
decide how to respond.
Steps in the listening process
Your knowledge, attitudes,
values, beliefs and selfconcept influences your
needs, interests, attitudes,
and knowledge affects
your choice to pay
Not everyone hears the
same way. Men actually
prefer certain frequencies.
The reception of
Your reaction to the
message. It can be
Deciding what the
message means to
The act of choosing
to focus attention on
Definition of listening:
It is a physical and psychological process
that involves choosing to
listen, understanding, and responding to
symbolic messages from others.
BLOCKS TO LISTENING
constantly comparing yourself to the other person,
checking to see if you measure up in terms of
intelligence, wit, emotional stability, competence,
or even level of suffering or children's
• Mind Reading
what you think someone "really means" (based
primarily on your own feelings, assumptions, or
hunches) than to what he or she is actually saying.
planning your response to what someone is saying to you while the other person is still
tuning out certain topics or you may hear only certain things and tune everything else
out, any possible hint of unhappiness, no matter what he actually says.
if you decide ahead of time that the other person is not
worth hearing (because he or she is "stupid,"
"crazy,"'"hypocritical," or " immature"), and that you will
therefore listen only in order to confirm your opinion.
you pay only a fraction of your attention to the person
talking; inside, your thoughts are wandering elsewhere.
whatever you hear from the other person triggers
memories of your own similar experiences, and you
can't wait to.jump into your own story.
Jumping in with advice when the other person has
barely stopped talking (or before)
If you listen only long enough to find something to disagree
with, and then assert your position-—regardless of what the
other person says.
• Being Right
If you want to prove that you're right or to avoid the
suggestion that you're wrong— including lying, shouting,
twisting the facts, changing the subject, making excuses,
changing the subject or make a joke whenever you become
bored or uncomfortable with the conversation.
being so concerned with being nice, agreeable, or liked that
without really listening you agree with everything being
The process of recognizing,
and responding to spoken and/or
Tips to become a better listener
Don’t talk – listen.
Don’t jump to conclusions.
Listen between the lines.
Don’t get distracted by the
Keep an open mind.
Be willing to listen to someone
else’s point of view and ideas.
Take advantage of your brain
Improving Verbal Communication-Tips
Get Feedback – Verbal & Body Signals
Speak Slowly & Rephrase your sentence
Don’t Talk down to the other person
Listen Carefully & Patiently
Keep appropriate distance
Touch only when appropriate
Take care of your appearance
Be aware - people may give
• Maintain eye contact
• Smile genuinely
Language - Tips
…in the new global and diverse workplace requires
excellent communication skills!