The document discusses various aspects of communication including the definition of communication, the communication process, different styles of communication such as passive, aggressive and assertive, the importance of listening, and different types of communication such as verbal, non-verbal and written. It provides details on each of these topics, including the elements and benefits of different communication styles and types. The overall aim is to enhance the reader's understanding of effective communication.

1. Communication Skills

2. Program objectives
• What is Communication.
• Importance of communication.
• Communication Process.
• 5 Cs of communication .
• Styles of communication.
• Negative v/s Positive Language.
• Listening.
• Types of communication.

3. Communication
• Derived from the Greek word “communicare” or “communico” which means
“to share”.
• The exchange of ideas, thoughts, opinions, or information by speech,
writing, or signs with the objective of creating understanding is called
communication.
• Effective communication is a two-way process - sending the right message,
that is also being correctly received and understood by the other person/s.

4. Communication is important to:
• Get your point across
• Educate
• Inform
• Provide feedback
• Stimulate new ideas, excitement
• Other?
Importance of Communication

5. Communication Process

6. Communication Process

7. 5 C’s of Communication
Effective communication should be ;
• Clear Ensure that the information is presented clearly.
• Concise Be concise, do not lose the message by being long winded.
• Correct Be accurate, avoid giving misleading information.
• Complete Give all the information and not just part of it.
• Courteous Be polite and non-threatening, avoid conflict.

8. Styles of Communication

9. • Let's say it's 10 pm on a Friday and you are hurriedly collecting your
bag to go home, as you have big plans for Saturday which is your
WO.
• Suddenly, your boss asks you to report to work on Saturday morning,
his wife is out of town so he is scheduling work this weekend so that
he is free next weekend.
• What will you do?
Activity

10. Which one are you?

11. Communication Style
 Indirect
 Always agrees
 Doesn't speak up
 Hesitant
Characteristics
 Apologetic, self-conscious
 Trusts others, but not self
 Doesn't express own wants and feelings
 Allows others to make decisions for self
 Doesn't get what he or she wants
Behaviors
 Sighs a lot
 Tries to sit on both sides of the fence to avoid conflict
 Asks permission unnecessarily
 Complains instead of taking action
 Lets others make choices
 Has difficulty implementing plans
Elements of the Passive Style

12. Elements of the Aggressive Style
Communication Style
 Close minded
 Poor listener
 Has difficulty seeing the other person's point of view
 Interrupts
 Monopolizing
Characteristics
 Achieves goals, often at others' expense
 Domineering, bullying
 Sarcastic
Behaviors
 Puts others down
 Doesn't ever think they are wrong
 Bossy
 Know-it-all attitude
 Doesn't show appreciation

13. Elements of the Assertive Style
Communication Style
 Effective, active listener.
 States limits, expectations.
 States observations, no labels or judgments.
 Expresses self directly, honestly, and as soon as possible about
feelings and wants.
 Checks on others feelings.
Characteristics
 Trusts self and others.
 Confident.
 Self-aware.
 Open, flexible.
 Proactive, initiating.
 Action-oriented.
 Fair, just.
 Takes appropriate action toward getting what she wants
without denying rights of others.

14. The Ideal style to adopt?
• Assertiveness: An honest, direct and appropriate expression of one's feelings,
thoughts, and beliefs.
• Assertiveness is a form of communication in which needs or wishes are stated clearly
with respect for oneself and the other person in the interaction.
• Assertive communication is distinguished from passive communication (in which
needs or wishes go unstated) and aggressive communication (in which needs or
wishes are stated in a hostile or demanding manner).

15. Using Courtesy Words

16. Stay away from “Naysayer”
• No doubt you are familiar with the "Naysayer". The naysayer is the person
who often offers criticism of ideas, or always provides reasons why something
won't work.
• The extreme naysayer rarely offers suggestions or alternatives, but is very
good at picking holes in the ideas of others.
• Naysayers don't always have negative attitudes. In many cases they simply use
language that gives the impression of negativity. They have not learned to
phrase their comments in more constructive, positive ways.

17. Negative v/s Positive Language
Negative Language
• Focuses on what CAN’T be done.
• Blames others.
• Does not stress on positive actions
and consequences.
Positive Language
• Emphasizes on what CAN be done.
• Gives alternatives.
• Stresses on positive actions and
consequences.
• Sounds helpful and encouraging.

18. Exercise : Negative v/s Positive Language
"We regret to inform you that we cannot process
your application to register your business name,
since you have neglected to provide sufficient
information. Please complete all sections of the
attached form and return it to us."
What kind of language it is?

19. Negative v/s Positive Language
Contrast this example with a re-written more positive approach.
"Congratulations on your new business. To register your business
name, we need some additional information. If you return the
attached form, with highlighted areas filled in, we will be able to
send you your business registration certificate within two
weeks. We wish you success in your new endeavour."
Note :
 The negative example tells the person what he or she has done wrong, and doesn't
stress the positive things that can be done to remedy the problem.
 The information is all there, but it sounds bureaucratic, cold and...well negative.
The positive example sounds completely different, though it contains almost identical
information. It has a more helpful tone.

20. Listening

21. Benefits of Listening
 It lends a sense of importance to the one being listened to.
 It helps us feel more positive about ourselves.
 It helps to deepen and improve our relationships at every level.
 It helps us become more aware of our mindsets.
 It helps to promote harmony in the home, in the workplace.
 It doesn’t only help you to understand the meaning of the words
spoken by the speaker.

23. Types of Communication
Verbal Non- verbal Written
Communication

24. Verbal
Communication
Face-to-face
Telephone /
Mobiles
Video
Conference
Types of Verbal Communication

25.  Verbal communication refers to the use of sounds and language to relay a message.
 It serves as a vehicle for expressing desires, ideas and concepts.
 It is an important medium for forming bonds and building relationships with other
people.
 Body language, tonality and other non-verbal elements play a significant role, and
may have a greater impact upon the listener than informational content in case of
verbal communication.
Language barriers are a major cause of confusion when attempting to communicate
verbally.
Verbal Communication

26. Verbal Communication

27. Elements of Voice
Modulation
You need to modulate your voice, in case it is highly pitched or very sharp. You may practice some
yoga exercises the same or sing your favourite songs at an octave lower than the original
composition.
Pace
If you talk too fast or too slow , people tend to perceive you as a nervous being, unsure of yourself.
Therefore, you need to maintain a constant pace, while expressing your thoughts to someone.
Use Dynamics
Avoid a monotone is your voice. Make it more dynamic and interesting for the listener. Raising and
lowering the pitch of your voice, appropriately with the subject on which you are conversing, would
definitely impress the people listening to you. Take note of how TV anchors and radio presenters talk
on air. Consider how they modulate their voice, as per the given script.
Concentrate On Your Pitch
Speak in a low volume, when you are in a closed space, and louder than normal, when you are in a
crowded place or addressing a large group.
Use Appropriate Words
A good speaker never uses abusive words. He/she takes care of the place, situation and people
whom he/she is addressing. If you also want to be known as a good orator, take care of what you
say. The words that you use can convey many things about your personality.

28. Non- verbal
Communication
Body Language
Gestures,
Postures
Clothing/
Artifactual
Communication
Types of Non-Verbal Communication

29. Non-Verbal Communication
 Communication researchers found that only 7% of a message’s effect are carried by
words ; listeners receive the other 93% through non -verbal means.
 It is the unspoken communication that goes on in every Face-to-Face encounter with
another human being.
 Non -Verbal signals are unconscious parts of our behavior which is a deeply rooted part
in our entire makeup.
 Actions speak louder than words.
 There is a distinction between the meanings we ‘give’ in words and the meanings we
‘give –off ’ in non-verbal signals.

30. Body Language
 Body Language includes
1.Facial expressions
2.Eyes
3.Lips
4.Arms
5.Hands
6.Fingers

31. The Face
 The face is an important source of information.
 Since the face cannot be easily hidden, it is an important source of nonverbal
information and communicates a variety of emotions.
For eg: Some evident signs of anger are:
 If the forehead wrinkles: Anger
 If the eyebrows outer edges are up: Anger

32. The face is called the “index of the mind”
Don’ts
 Keep a stolid face
 Raise your eye brows
 Purse your lips, moustaches
 Bite the lips, lick the teeth
 Frown
 Wrinkle your nose
 Express boredom,
 Expose unwillingness
Dos
 Be Natural
 Be Spontaneous
 Keep it friendly
 Do smile
 Exude
 Confidence
 Conviction
 Vitality
Facial Expressions

33. Eyes
Some interpretations :
 Eyes Centered: Focused
 Gazing Up: Thinking
 Gazing Down: Shame
 Gaze on the Side: Guilty
 Wandering: Disinterested, Bored

34. The eyes are called the “window to our souls”
Don’ts
 Blink too much
 Gaze
 Avoid the contact
 A blank stare
 Concentrate on one section
 Look anywhere else
 A fierce or scared look
Dos
 Look at the audience personally
 Be alert for the feedback
 Convey your conviction, sincerity,
confidence
 Maintain your eye contact
throughout with all
Eye Contact

35. Lips
• Lips Parted Relaxed, Happy
• Together Possibly Concerned
• Wide Open Very Happy / Very Angry
Arms
• Arms Crossed Angry, Disapproving
• Open Honest, Accepting
Lips/Arms

36. Hands/Fingers
Hands
• Hands On Top of the Head :Amazement
• Scratching Head :Puzzled , Confused
• Rubbing Eyes: Tired
• Rubbing Chin: Thinking, Timid, Shy
Fingers
• Fingers Interlocked Tense
• Pointing at you Angry
• OK Signal Fine
• V Sign Peace

37. Don’ts
 Clamp them
 Band them in front
 Play with rings,
buttons, etc
 Tie them behind you
 Put them in pocket
 Swing your arms
Dos
 Let them hang loose
 Keep your fingers relaxed
 Keep them free
 Avoid constant or no
movement
Arms, Hands, Shoulders

38. Basic Postures
1. Open / Closed
• People with arms folded and legs crossed and bodies turned away are signaling that they are
rejecting messages.
• People showing open hands, fully facing you and both feet planted on the ground are
accepting them.
2. Forward/ Back
• When people are leaning forward and pointing towards you they are actively accepting or
rejecting the message.
• When they are leaning back, looking up at the ceiling, doodling on a pad, cleaning their
glasses they are either passively absorbing or ignoring it.

39. Artifactual communication
 Artifactual communication, is an integral part of the nonverbal package.
 It includes the use of personal adornments such as clothing, jewellery , makeup,
hairstyles, and beards.
 People are apt to make inferences about us based on the way we dress.

40. Written
Communication
Business Letters
Reports /
Agenda
Emails
Meeting Minutes
Types of Written Communication

41.  Written communication involves any type of interaction that makes use of the
written word.
 Written communication is the most common form of business communication.
 Electronic mail (E-Mail) has emerged as a highly popular business communication
tool in recent years.
 Indeed, its capacity to convey important business communications swiftly and easily
has made it more popular.
 Written communication also provides a permanent record of the messages and can
be saved for later study.
Written Communication

42. Before you write , stop and think of these:
 Relationship with reader.
 Why are you writing ?
 What info do you want to give or receive?
 What does your reader want to know?
 Establish credibility and show respect for the reader.

43. Who's your audience
 Sometimes you will know your audience personally.
 Other times you will not know your audience personally, or you will need to
write to more than one person.
 Put yourself in your reader’s place and look at your message through that
person’s eyes.
 If your message does not meet your reader’s needs or if it isn’t written at his
or her level of understanding, your message may be ignored.

44. Before you write, ask yourself these questions about your reader:
 How interested or involved in the subject is my reader?
 How knowledgeable is he or she on the subject?
 What is my reader’s purpose for reading? To make a decision? To be better
informed?
 Does my reader have special concerns or strong views about the subject? What
are they?
 How does my reader regard me personally and professionally?
 What is my reader’s style of doing business?
When you know your audience

45. There are two general types of business readers: skimmers and skeptics.
Skimmers :
They are typically very busy. Pressed for time, they often skim documents in a rather
short period of time. State the main point clearly and up front. Place the most
important information at the beginning or ending of paragraphs. Highlight key dates
or figures.
Skeptic :
They are very cautious and doubtful. They will tend to read a document carefully,
questioning its validity and the writer’s claims. To meet their needs it is necessary to
support your statements with sufficient details and evidence. Provide specific
examples, numbers, dates, names, and percentages to meet the needs of the
skeptical reader.
Your documents will be most effective if you write for both types of readers.
Types of Readers

46.  Don't write when you're angry.
 Write clearly and concisely.
 Edit your work more than once before sending it to your reader.
 Don't inject your opinion.
 Don't exaggerate.
 Don't write for a business audience the way you would talk, or write an e-mail
message, to a friend.
 Use bulleted, or numbered, lists as effective tools to quickly alert the reader to
key points or conclusions.
 Answer all questions, and probe for further questions.
Do’s and Don’ts

47. When a lot of discussion is involved, when
you expect long drawn out argument. Make a
phone call.
When you are delivering very delicate news
then the best way is still face-to face.
When written communication won’t work