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1. Effective Communication Skills
Prepared & Delivered By:
Mohammed Abbas
Copyrights @ Mohammed Abbas

2. Your Expectations

3. Table of Content
Introduction to Communication
Communication Barriers
Oral communication
Written communication
Non verbal communication
Do’s & Don’t in Communication

4. Very simple Question

5. What would Happen in this world without Communication

6. My Objective
 To Help you to Communicate effectively.
 To Understand the habits and barriers of effective
communication.
 To Use skills of assertive communication and active
listening.
 To Speak with more clarity, confidence and
credibility.
 To Build a high trust environment.
 To Manage conflict situations.
 To Be motivated for better communicators.

7. It’s not about
what you know
,it’s about whom
you know

8. Introduction to communication
Introduction to communication

9. 1-The Meaning of Communication
• A process by which information
is exchanged between
individuals through a common
system of symbols, signs or
behavior.
• Communication is a two-way
process which involves:
1) Listening to others (Receiving)
messages
2) Asserting/Expressing (Sending)

10. Key elements in Communication

12. Communication
Rights and Responsibilities
Rights Responsibilities
1. You have the right to be 1. You have the responsibility to
treated with respect. treat others with respect.
2. You have the right to have 2. You have the responsibility to
and express your own listen to the opinion of others.
opinions.
3. You have the responsibility to
3. You have the right to ask for acknowledge and address
what you need in order to be the needs of others.
effective.
4. You have the responsibility to
4. You have the right to set respect the limits and
reasonable limits. boundaries of others.

13. Styles Of Communication
Passive Assertive Aggressive
• Accepts • Both exercises  Demands but
responsibilities. and extends does not extend
“rights” and “rights”.
• Extends but does responsibilities.
not feel entitled  Does not accept
to “rights” . responsibilities.

14. Whether spoken or unspoken messages should contain
most of these elements

15. Communication tools
• Listening
• Speaking
• Writing
• reading
All of them can be learned and improved

16. How we get and use information

17. Video (1)

18. How toTo Make our ideas clear
make
our ideas
clear

19. Use the Lions
Approach

20. Language Easily Understood
Lions Approach

21. illustrations
Lions Approach

22. Organize thoughts
Lions Approach

23. Lions Approach
Narrow Subject To Key points

24. Summarize your Point Of View
Lions Approach

25. 2-Communication
Barriers

26. Reasons for
Communication
Barriers Existance
 False Assumptions.
 Fears.
 Gap Generation.
 Values & Attitudes.
 Information Overloads.
 Trust & Honesty.
 Cross Culture Diversity

27. 3-Oral Communication

28. Listening For Power

29. •Hearing is a physical ability while listening is a skill
•Listening skills allow one to make sense of and understand what
another person is saying

30. Types of Listening
Ignore: We Don’t Listen

31. Types of Listening
Pretend: we give verbal or physical evidence
to indicate that we are listening, but we are not.

32. Types of Listening
Selective: we listen for what we want to
hear or for an opportunity to interrupt.

33. Types of Listening
Attentive: we listen Carefully for Meaning.

34. Types of Listening
Empathetic: we listen to Accurately receive
the message from the sender’s point of view.

35. How to Improve Your Listening Skills
 By not being Preoccupied.
 Being Open Minded & Non
Defensive.
 Minimizing Interruptions.
 By Asking Questions.
 Be Patient for the entire
message

36. Hitler Fails in World Invasion after his refuse to listen to his
consultants to get out of Russia before winter ….
and Thank God 

37. Speaking Skills

38. Speaking is the productive skill in the oral mode
How to Build a Rapport while speaking

39. Give Your Listeners Sincere
Appreciation

40. Talk in Terms of Your Listener’s
Interests

41. Welcome Criticism

42. Play yourself Down – Not Up..

43. Say “We” Not “I”…

44. Don’t Talk in woody, scowling face and upbraiding Voice

45. Asking questions

46. Questions
Types of Questions
1) Close-ended questions:
to clarify, answered by yes or no. (Are
you ill today?)
2) Open-ended questions:
to get more information. (how are you
feeling today)
3) One-point solution:
to identify an urgent concern or leads to
a specific answer. (tell me one thing
indicates that you are feeling tired?)

47. To enhance your response
Use the Ladder Technique
L look at the Other Person.
A Ask Questions.
D Don’t Interrupt.
D Don’t Change the subject.
E Express Emotion With Control.
R Respond Appropriately.

48. Puzzle Game

49. Managing Conflicts

50. Conflict Management
To deal effectively in a
conflict situation
• Listen carefully to
determine the nature of
the conflict.
• Identify areas of
Agreement.
• Allow the other person a
way out.

51. Telephone Skills

52. Telephone skills and Value technique
To Improve your telephone Skills use the
Value technique:
• Verify what is being said.
• Acknowledge feelings.
• Listen actively.
• Use simple language.
• Eliminate negative words.
P.s: smile when you answering the
phone call ,it shows in your voice

53. 4-Written Communication

54. Video (2)

55. Written communication
• By Memos ,letters,
notes,reports,faxes,websites and
emails
To Improve your Written skills
1. Keep writing simple
Ex 1:We made a decision…..we decided
Ex 2:With reference to ……concerning.
2. Keep writing positive.
(By Avoiding negative words)
3. Keep writing accurate.
(using short words, sentences and
paragraphs)

56. Writing Emails
To improve your written skills in emails Use
the (Netiquette) technique .
• Avoid using CAPITAL LETTERS.
• Always include the original emails when
reply, people may not remember the
original topic you replied on.
• Spell check and proof read your email
before sending.
• Always fill in the subject line, it
• really frustrating to receive an email with
no title.
• Use a signature including your personal
details

57. Effecting behavior change

58. Effecting behavior change
Three tools at least to use to
effect behavior change
1-Negotiation :
arranging or managing through
discussion or compromise.
2-Mediation:
intervening in conflict with intent
to resolve through discussion.

59. 3- Persuasion skills

60. The Magic Formula
1- Incident : Describe what Happened
2-Action : Explain what you want the listener to do.
3-Benefit: Relate the benefit of Taking the Action

61. Some times People have Ideas ,thoughts but
Can’t Deliver it Properly

63. Using the Magic Formula helps them
get better at
convincing others

64. Ok. Ok.

65. Yupeeeee….It works 
Ok. Ok. Ok. Ok. Ok.

66. Six Principles of
Persuasion

67. 1-Reciprocity: We feel obligated to return favors to people who have
done favors for us in the past.

68. 2-Scarcity: We value scarce information and commodities more
than things that are in abundance.

69. 3-Authority: We believe what trustworthy and credible experts
say.

70. 4-Commitment :We are most likely to do what is consistent
with what we have done in the past

71. 5-Consensus: We trust the power of the crowd and like to be associated with popular
things.

72. 6-Likability: We say yes to people that we like in Similarity,
compliments and cooperative effort.

73. 5-Non Verbal
Communication

74. Video (3)

75. Non Verbal Communication
Behavior:
 Attitudes leads us to a certain
behavior
 We learn from our role models.
Body Language
 75% percent of our messages we
delivered are communicated non
verbally.
 Include gestures ,facial
expressions, dress and grooming
style
 Cultures design their own
common expressions in different
ways

76. 6-Do In Communication

77. Do in Communication
 Prepare for difficult
Conversation.
 Choose your purpose &set
priorities.
 Take responsibility.
 Choose your Words
Carefully.
 Listen and Be open for
Persuasion.

78. 6-Don’t in Communication

79. Don’t In Communication
 Don’t Take it personally.
 Don’t assume that you know other
person’s interests.
 Don’t use humors as a weapon.
 Don’t Try to persuade.
 Don’t Hit & Run.
 Don’t Push people for a particular
outcome.
 Don’t let your nonverbal signal to
overwrite your words.

80. Effective Communication Helps people to Spread what
we are thinking about clearly

81. Read & Answer Test
Do’s & Don’ts in Communication

82. Books Reference
English Books: Arabic Books
1. It’s Okay to be the Boss. (Bruce ‫كيف تتعامل مع اآلخرين وتؤثر فيهم‬ .1
Tolgan)
)‫(ديل كارنيجى‬
2. Predictable results in
unpredictable times (Stephen R. ‫الخطوات العشر في طريق‬ .2
Covey) )‫النجاح(د.إبراهيم الفقى‬
3. Re-energizing the corporation ‫كيف تكسب األصدقاء (ديل‬ .3
(Jonas riderstrale) )‫كارنيجى‬
4. 8 Habits of Highly effective
people (Stephen R. Covey)
‫دينامكية العمل كفريق (مؤسسة‬ .4
) ‫الشروق‬

83. Your
Participation
was an added
Value
Mohammed Abbas
m.abbas.79@hotmail.com
Copyrights @ Mohammed Abbas