This document discusses effective communication skills. It defines communication and outlines the communication process. It identifies the most common ways of communicating as spoken word, written word, visual images, and body language. It explains that communication involves transmitting ideas from a sender to a receiver intact. Barriers to communication are also outlined, as well as tips for improving verbal and non-verbal communication skills through active listening, eye contact, posture, questioning skills and more. Overall, the document stresses that mastering communication skills is important for professional success in today's diverse workplaces.

1. Effective Communication Skills

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?
Spoken Word
Written Word
Visual Images
Body Language

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.Communication is not a mysterious process.
It takes place when the ideas from your mind are transferred toIt takes place when the ideas from your mind are transferred to
another’s and arrive intact, complete, and coherent.another’s and arrive intact, complete, and coherent.

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

6. Types of Communication
One-way communication
Two-way communication
One to many

7. Components of Communication
Verbal CommunicationVerbal Communication
Vocal communicationVocal communication
Non-verbal communicationNon-verbal communication

8. Features of Effective Communication
 Active Listening
 Eye contact
 Posture
 Simple language
 Questioning skills

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

10. Barriers to communication
 Noise
 Inappropriate medium
 Assumptions/Misconceptions
 Emotions
 Language differences
 Cultural differences
 Poor listening skills
 Use of jargon
 Distractions

11. 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.

12. Active Listening
The process of recognizing, understanding, and
accurately interpreting communicated messages
and responding to spoken and/or nonverbal
messages.
Steps to Effective Listening:
 Hearing
 Interpretation
 Evaluation
 Respond

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

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

15. …in the new global and diverse workplace
requires
excellent communication skills!
Success for YOU…

16. THANK YOU