Effective Communication Skills
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The document discusses effective communication skills. It covers defining communication, the communication process, barriers to communication, listening vs hearing, verbal and nonverbal communication, body language, personal space, and tools for effective communication such as being positive, a good listener, using clear pronunciation, and respecting others. The key aspects of communication covered are listening, speaking clearly, overcoming barriers, and ensuring messages are understood by both the sender and receiver.
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Effective Communication Skills
- 2. Course Objectives • Define and understand communication • Process of Communication • Overcome barriers in a communication process • Practice active listening • Tools for Effective Communication
- 3. What is Communication? Communication is the art of transmitting information, ideas and attitudes from one person to another. It is a process of meaningful interaction among human beings. Today, it is more then “Talk the Talk” you have to “Walk the Talk” •How to ensure you are not interrupted •How to create trust and rapport •How to deal with rude and aggressive people in a manner that is professional •How to trigger positive responses in others What is communication?
- 4. What are the most common ways we communicate? Written Word
- 5. Types of Communication People communicate with each other in a variety of ways depending upon the message and the purpose. There are two types of communication used: Verbal Nonverbal Oral – spoken words • Face-to-face • Telephone • Internet Written – signs or symbols • Emails • Letters • Reports, memos Sending or receiving messages without words • Gestures • Body language • Posture • Expressions • Tone of voice
- 7. Barriers to Communication • Physical • Perception • Emotional • Cultural • Language • Gender, Age • Interpersonal
- 8. 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.
- 9. Value of Listening Listening to others is important in building respect for one another. Good listening reflects courtesy and good manners. Listening carefully to the instructions of superiors improve competence and performance. The result of poor listening skill could be disastrous in business, employment and social relations. Good listening skill can improve social relations and conversation. Listening is a positive activity rather than a passive or negative activity.
- 10. Always think ahead about what you are going to say. Use simple words and phrases that are understood by everyone. Speak clearly and audibly. In case of an interruption, always do a little recap of what has been already said. 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 the other person’s point of view. Repeat what the speaker has said to check whether you have understood accurately. Essentials of Communication ~ Do
- 11. Essentials of Communication ~ Don’ts Do not instantly react and say something out of anger. Do not use technical terms or acronyms that are not understood by the individuals you are speaking to. Do not speak too fast or too slow. Do not speak in an environment that is noisy and you won’t be heard. Do not assume that everyone understands you. While listening do not glance here and there as it might distract the speaker. Do not interrupt the speaker. Do not jump to the conclusion that you have understood every thing.
- 12. How to Improve Communication? Improve Language Improve Pronunciation Work on voice volume Be aware of body language Read more Listen more Think and speak Do not speak too fast or too slow Use simple vocabulary Look presentable and confident
- 13. What is body language? Five Types of Body Language • Posture and Stance • Facial Expressions • Eye Contact • Gestures • Personal Space Body language: The gestures, poses, movements, and expressions that a person uses to communicate. • 7% Verbal (conveyed through words) • 38% Vocal (pitch, pauses, tone) • 55% Non Verbal (body gestures)
- 14. Importance of Eye Contact • No or limited eye contact – shows lack of interest, insincere • Starring or intense eye contact – threatening or insulting • Withdrawing eye contact – signals submission • Stare or fixed gaze – suggests involvement • Raised look – shows dominance • Direct eye contact – honesty, transparency or neutral Facial Expression ANGER HAPPINESSFEAR INTEREST ANNOYED
- 15. Gestures – Good or Bad • Finger crossing – hopeful • Shoulder shrug – unconcerned or don’t know • Puffed chest – pride or power • Thumbs up – good luck, good job • Rubbing hands together – stress, anxiety • Hair twirling – stressed, daydreaming • Hands clenched together – confident • Hands on hips – aggressive, authoritative • Chin stroking – making a decision • Clenched teeth – angry, upset, lying • Chin on hand – boredom • Finger on chin/lip - uncertain
- 16. Posture Nonverbal Behavior Interpretation Brisk or erect walk Confidence Standing with hands on hips Readiness, aggression Sitting with legs crossed, foot kicking slightly Boredom Sitting with legs apart Open, relaxed Arms crossed on chest Defensiveness Sagging shoulders Depression, sadness Sideway lean Relaxed, friendly Touching or rubbing nose slightly Rejection, doubt, lying Rubbing the eye Doubt, disbelief Hands clasped behind back Anger, frustration, apprehension Locked ankles Apprehension Head resting in hand, eyes downcast Boredom Rubbing hands Anticipation
- 17. Importance of Space Personal • Close – 1 ½ - 2 ½ feet • Far – 2 ½ - 4 ½ feet Social • Close – 4 – 7 feet • Far – 7-12 feet Public • Close – 12-25 feet • Far – 25 feet ore more Have you ever heard someone say “you are in my space”? This is usually an indication that you are within a distance that is making the person feel uncomfortable. This can create discomfort, aggression and retaliation.
- 18. Tools for Effective Communication • Be Positive • Good Listener • Clarify • Clear Pronunciation • Respectful • Be Brief
- 19. Listening What is listening? • Listening is the absorption of the meanings of words and sentences by the brain. Listening leads to understanding ideas or facts being presented. Stages of listening • Hearing • Focusing on the message not the person • Comprehending and interpreting • Analyzing and evaluating • Responding • Remembering Techniques of active listening • Paraphrase – restate what was said in your own words • Summarize – pull together the main points of the speaker • Question – challenge the speaker to think further or clarify your understanding
- 20. Online Communication Why do we love email or social media? • Because it is easy to use • Everyone has access to it • We love to get mail • It keeps us connected Why do we dislike email or social media? • Spam! • No escape, email is always there • Messages are misunderstood • Inbox can become overloaded creating stress • Not everything should be shared
- 21. Conclusion • Give people the impression that you are enthusiastic about talking to them. • Ask open-ended questions about their interests. • Adapt to their body language and feelings. Be mindful of the space. • Show approval: Engage in the conversation. • Listen attentively to everything they say. • Give them the right amount of eye contact. • Express your thoughts in a positive tone that is clear and concise.