Communication Skills Prepared By: Ms Ravneet Jatana
ImportanceRegardless of the size of your organization – whetherits a large corporation, a small company, or even ahome-based business – you need good communication skills if you want to succeed.11/29/2011 Prepared by: Ravneet Jatana
Communication - Meaning• Communication is a dynamic process…• Through this process we convey a thought or feeling to someone else.• How it is received depends on a set of events, stimuli, that person is exposed to.• How you say, what you say, plays an important role in communication.
Communication - Meaning “Communication is a skill that you can learn. It’s like riding a bicycle or typing. If you are willing to work at it, you can rapidly improve the quality of every aspect of your life” – Brian Tracy
Communication: A Two Way Process Thoughts/Ideas of a Speaker Coded into Words Words Spoken Words Reach the Listener Listener Processes the Words Listener Reacts Communication Begins
Understanding Communication Process Idea UnderstandingPerception PerceptionSender Feedback ReceiverEncode Medium Decode
Whom do We Communicate With? With Our Valued Customers With Family and Friends With Colleagues at Work
How do we Communicate• Talking • Listening• Writing • Reading• Sign • E-mail Language • Fax• Watching • Music• Telephone • SMS• Billboards • TV• Appearance• Chatting
How often we Writing 9% Speaking 30%Reading 16% Listening 45%
In COMMUNICATION we use 7% WORDS Words are only labels and the listeners put their own interpretation on speakers words 38% PARALINGUISTIC The way in which something is said - the accent, tone and voice modulation is important to the listener. 55% BODY LANGUAGE What a speaker looks like while delivering a message affects the listener’s understanding most.Source: http://mp.bsnl.co.in/course_material/e2e3/management1/PPT/Chapter02.Communication%20Skills.pdf
Body Language Indicators The Eyes The Mouth Facial Signals The Head The Hands The Feet Greeting Silence Physical Contact
Why do We need to Communicate Effectively Organizational / functional: • Speeds up the Greater information access organizational processes and awareness • Better focus on customer Improves coordination: requirements Reduces logical gaps • Generates a greater sense of Encourages cooperation: organizational commitment Helps bring everyone in mainstream and involvement Gives a direction: • A problem solving tool: To tasks and activities • By clarity, preciseness and Morale and empowerment feedback • Decision making aid
Listening & SpeakingListening takes... Concentration and energy Curiosity and open-mindedness Analysis and understanding Speaking requires… Sharp focus Logical thinking Clear phrasing Crisp delivery
Visible Positive Attitudes and Beliefs• The attitudes you bring to communication will have a huge impact on the way you compose yourself and interact with others.• Choose to be honest, patient, optimist ic, sincere, respectful, an d accepting of others.
Make eye contact• Whether you are speaking or listening, looking into the eyes of the person with whom you are conversing can make the interaction more successful.• Eye contact conveys interest, and encourages your partner to be interested in you in return.
Be aware of what your body is saying• Body language can say so much more than a mouthful of words.• Often, communication can be stopped before it starts by body language that tells people you dont want to talk.
Have courage to say what you think• Be confident in knowing that you can make worthwhile contributions to conversation.• The courage to say what you think can afford you the opportunity to learn more than you knew before.
Practice• Developing advanced communication skills begins with simple interactions.• Communication skills can be practiced every day in settings that range from the more social to the more professional.
Develop effective listening skills• Not only should one be able to speak effectively, one must listen to the other persons words and engage in communication on what the other person is speaking about.
You can have brilliant ideas, but if you cant get them across, your ideas wont get you anywhere. — Lee Iacocca