Effective communication skills are important for problem solving, decision making, and strong business relations. Communication is the transmission of an idea or feeling so that the sender and receiver share the same understanding. The communication process involves a sender encoding a message that is sent through a medium and received by the receiver who decodes the message, with potential barriers along the way. Active listening, making eye contact, using simple language, and questioning skills are features of effective communication. Barriers to good communication include assumptions, cultural differences, distractions, and poor listening.

1. Effective Communication Skills
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2. Objectives
• Define and understand
communication and the
communication process
• List and overcome the filters/barriers
in a communication process
• Practice active listening
• Tips to improve verbal and non verbal
communication

3. What are the most common ways
we communicate?

4. 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.

5. The Communication Process
Medium
Barrier
SENDER
(encodes)
Barrier
Feedback/Response
RECEIVER
(decodes)

6. Types of Communication
(One-way)

7. Types of Communication
(Two-way)

8. Types of Communication
(One to Many)

9. Verbal Communication
Non-verbal communication
Vocal communication
Components
of Communication

10. Features of Effective Communication
• Active Listening
• Eye contact
• Posture
• Simple language
• Questioning skills

11. Benefits of effective communication
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Quicker problem solving
Better decision making
Steady work flow
Strong business relations
Better professional image

12. Noise
Inappropriate medium
Assumptions/Misconceptions
Cultural difference
Poor listening
Use of ja
Emotions
Language differences
Distracti
Barriers to communication

13. Hearing Vs Listening
Hearing – Physical process,
natural, passive
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.

14. You first respond
emotionally, then
intellectually. Then you
decide how to respond.
Steps in the listening process
Your knowledge, attitudes,
values, beliefs and selfconcept influences your
perception.
Your own
needs, interests, attitudes,
and knowledge affects
your choice to pay
attention.
Not everyone hears the
same way. Men actually
prefer certain frequencies.
Hearing
The reception of
sound.
Choosing
Understanding
Responding
Your reaction to the
message. It can be
emotional and
intellectual.
Deciding what the
message means to
you.
The act of choosing
to focus attention on
the message.
Definition of listening:
It is a physical and psychological process
that involves choosing to
listen, understanding, and responding to
symbolic messages from others.

15. BLOCKS TO LISTENING
being right
judging
identifying
sparring
dreaming
rehearsing
mind reading
comparing
derailing
filtering
placating

16. • Comparing
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
achievements.
• 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.
•Rehearsing
planning your response to what someone is saying to you while the other person is still
speaking.
•Filtering
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.

17. • Judging
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.
• Dreaming
you pay only a fraction of your attention to the person
talking; inside, your thoughts are wandering elsewhere.
• identifying
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.
• Advising
Jumping in with advice when the other person has
barely stopped talking (or before)

18. • Sparring
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,
and accusing
• Derailing
changing the subject or make a joke whenever you become
bored or uncomfortable with the conversation.
• Placating
being so concerned with being nice, agreeable, or liked that
without really listening you agree with everything being
said.

19. Active Listening
The process of recognizing,
understanding, and
accurately interpreting
communicated messages
and responding to spoken and/or
nonverbal
messages.

20. Tips to become a better listener
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Don’t talk – listen.
Don’t jump to conclusions.
Listen between the lines.
Ask questions/paraphrase.
Don’t get distracted by the
environment.
Keep an open mind.
Be willing to listen to someone
else’s point of view and ideas.
Provide feedback.
Take advantage of your brain
power.

21. Improving Verbal Communication-Tips
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Eliminate Noise
Get Feedback – Verbal & Body Signals
Speak Slowly & Rephrase your sentence
Don’t Talk down to the other person
Listen Carefully & Patiently

22. •
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Keep appropriate distance
Touch only when appropriate
Take care of your appearance
Be aware - people may give
false cues
• Maintain eye contact
• Smile genuinely
Improving Body
Language - Tips

23. …in the new global and diverse workplace requires
excellent communication skills!

24. Thank
You