In this workshop are developed all the aspects how to use and improve the communication skills in business. There are not only the main pillars of how to develop good skills, but also good cartoons-examples of them, so participants in the workshop can be interactive in the process.

1. WORKSHOPWORKSHOP
COMMUNICATIONCOMMUNICATION
SKILLSSKILLS

2. OBJECTIVES
Introduction to communication skills
Interpersonal communication skills
Cross Culture Communication skills
Assertive Communication skills

3. What is COMMUNICATION?
Communication is an art of transmitting
information, ideas and attitudes from one
person to another.
and/or
 Communication is the process of meaningful
interaction among human beings.

4. Types of Communication Skills
There are two types of communications
 Verbal Communication (Oral and written communication)
 Non- verbal communication

5. Verbal and Nonverbal
communication
Verbal Communication
A medium for communication that entails talking
using the spoken word, such as talking face-to-face, on a
telephone, or as a speech.
 Non Verbal Communication
Nonverbal communication is the process of communication
through sending and receiving wordless cues between people.
It includes all aspects such as eye-contact, body language,
facial expressions, gestures etc. and also become a part of the
communicating process.

6. Oral Communication
The term “oral” means
anything “Pertaining to
mouth”. The words and the
manner in which words are
pronounced either by the
way of face to face
communication or through
some mechanical or
electrical device. This
communication is more
knows as VERBAL.

7. Written Communication
The Communication in which
the information is exchanged
in the written or printed
form. It creates a record and
can be preserved.

8. In low-context cultures, such as in academic
communities, communication is mostly verbal and written.
Very little information in this culture is communicate nonverbally.
Verbal Communication:
BASICS:BASICS: Avoid use of complicated technical phrases, jargon, and
acronyms. Explain the meaning of technical language and
acronyms throughout your conversation or mail.
Nonverbal
Communication

9. Meanings of hand gestures in
different cultures
USA= OK
JAPAN=MONEY.
RUSSIA=ZERO
TURKEY/VENEZUELA (South
America) = HOMOSEXUAL.
BRAZIL/ITALY = INSULT (middle
finger)
DIVING = I am good, are you?
ARAB COUNTRIES = YOU WILL
SEE!!!

10. Essentials of Communication
DOsDOs
Always think ahead about what you are going to talk.
Use simple words and phrases that are understood by
everybody.
Increase your knowledge on all subjects you are required to
speak.
Speak clearly and audibly.
Check twice with the listener whether you have been
understood accurately or not.

11. Essentials of Communication
DOsDOs
In case of an interruption, always do a little recap of what has
been already said… in few words or up to 3-4 sentences.
Always pay undivided attention to the speaker while listening.
While listening, always make notes of important points.
Always ask for clarification if you have failed to grasp other's
point of view.
Repeat what the speaker has said to check whether you have
understood accurately.

12. Essentials of Communication
Don'tsDon'ts
Do not instantly react and mutter something in anger.
Do not use complicated technical terms &
terminologies (abbreviations) not understood by
majority of people.
Do not speak too fast or too slow.
Do not speak in inaudible surroundings, as you won’t
be heard.

13. Essentials of Communication
Don'tsDon'ts
Do not assume that everybody understands you.
While listening do not glance here and there as it
might distract the speaker or other listeners.
Do not interrupt the speaker.
Do not jump to the conclusion that you have
understood every thing.

14. Interpersonal Communication
Skills
Interpersonal Communication is a social process involving
understanding and transfer of information from one person to
another.

15. What is Interpersonal
Communication Skill?
This is direct, face-to-face communication
which occurs between two persons. It is
essentially a dialogue or a conversation
between two or more people.
Interpersonal communication may be:
Focused Interactions
Unfocused Interactions

16. Interpersonal Communication Skills
Interpersonal Skills are critical to good communication.Let’s
have a look at some great tips for better interpersonal communication skills:
Listen
Questions
Be Interested
Relax
Smile
Be Enthusiastic
Be Assertive

17. Uses of Interpersonal Communication
Most of us engage in some form of Interpersonal
Communication on a regular basis.
REMEMBER: how well we communicate with others, is a
measure of our Interpersonal skills and our ability to
use them.

18. Interpersonal communication is a
key life skill and can be used to:
Give and collect information.
Influence the attitudes and behaviors of others.
Form contacts and maintain relationships.
Make sense of the world and our experiences in it.
Express personal needs and understand the needs of
others.
Give and receive emotional support.
Make decisions and solve problems.
Anticipate and predict behavior.

19. Cross cultural communication

20. What is “Culture?”
• The way of life of people passed down, from one
generation to the next, through LEARNING.
• Cross-cultural communication is a field of study that
looks at how people from different cultural
backgrounds communicate, in similar and different
ways among themselves, and how they Endeavour
to communicate across cultures.
• Intercultural communication is a related field of study.

21. The importance of cross culture
communication:
• Globalization:
Cross border movement
of people, goods and
data brings more and
more cultures into
contact with one another
and increases the
potential of cross culture
communication.

22. Why Cross Culture is important?
Business opportunities.
Job opportunities.
Sharing of views and ideas.
Talent improvisation.
An understanding of diverse
markets.

23. Cultural barriers
• Language:
Language is one of the most
obvious cultural barriers.
Differences in language can
render two human beings
completely incapable of
talking to one another.
• anxiety:
We live in a culturally diverse
world. People will encounter
individuals from different
races, religions, and
nationalities in their day to
day encounters.
There is often anxiety surrounding unfamiliar
cultures.

24. One of the major barriers to effective
cross-cultural communication is the
lack of understandinglack of understanding
That is frequently present between
people from diverse backgrounds.
As they may have different values,
beliefs, methods of reasoning,
communication styles, work styles,
and personality types, very often
communication difficulties will occur.
Lack of understanding:

25. Improving
cross cultural communication
Slow Down
Even when English is the common
language in a cross cultural
situation, this does not mean you
should speak at normal speed. Slow
down, speak clearly and ensure your
pronunciation is intelligible.
Separate Questions
Try not to ask double questions such
as, "Do you want to carry on or shall
we stop here?" In a cross cultural
situation only the first or second
question may have been
comprehended. Let your listener
answer one question at a time.

26. Avoid Negative Questions!!!
Many cross cultural communication misunderstandings
are caused by the use of negative questions and
answers.
In English we answer 'yes' if the answer is affirmative
and 'no' if it is negative.
In other cultures a 'yes' or 'no' may only be indicating
whether the questioner is right or wrong.
For example, the response to "Are you not coming?"
may be 'yes', meaning 'Yes, I am not coming.‘

27. It is always best to observe the behaviors
of the group and follow their lead.

28. Cross Culture Communication Skills
5 Key Points …5 Key Points …
1. Adapt to resolve awkward situations.
2. Learn foreign languages in oral communication.
3. Be aware of nonverbal messages in intercultural communication.
4. Use plain and simple written messages in intercultural communication.
5. Enrich communication skills among diverse workplace audiences.

29. Assertive Communication
Definition
 An honest, direct and appropriate expressions of
one’s feelings, thoughts and beliefs.
Assertiveness is the ability
to express our needs and
rights, positive and negative
feelings without violating
others rights and limits of
others

30. Why Assertiveness is important?
 Assertive Communication
involves respect for the
boundaries of oneself and
others.
Assertiveness increases our
ability to reach these goals while
maintaining our rights and
dignity.

31. Assertive Behavior
Involves respect, not deference
Two types of respect:
 Respect for ONESELF -
 Respect for the other person’s needs and rights.

32. Assertive Rights
You have right to be assertive.
 You have the right to request that others change their
behavior if they are infringing on your rights.
You have the rights to use your time to answer questions.
 You have the right to express your needs even if they are
illogical to others.

33. Goals of Assertive Behavior
To get and give respect.
To ask for fair play.
To leave room for compromise when the needs and
rights of two people conflict.
To communicate and develop mutuality in
relationships.