Communication verbal and non verbal

1. Effective Communication

2. Effective Communication
Purpose
Process
Essentials
Types – Verbal and Non Verbal
Listening
Benefits of Listening
Listening Tips
Barriers to Listening
Effective Communication – Tips

3. Effective Communication - Purpose
To Understand
Be Understood

4. To get the desired
Response
Effective Communication - Purpose

5. Effective Communication - Process

6. Effective Communication - Process
Sender
Channel
Receiver
Message
Feedback

7. Effective Communication - Essentials
Know Your Subject
Objective – Focus on the Purpose
Pre Dialogue Preparation
Be organized/ Time Management
Audience Analysis
Delivery
Post Dialogue Analysis via feedback

8. Encoding
Understand what you truly need and want to say
Anticipate the other person's reaction to your message
Choose words and, if appropriate, use body language that
helps the other person really hear what you're saying
Review your style
Avoid jargon or slang
Check your grammar and punctuation
Check also for tone, attitude, and other subtleties. If you think
the message may be misunderstood, it probably will. Take the
time to clarify it!
Use pictures, charts, and diagrams wherever possible
Consider the Cultural Context

9. Message
Information being transmitted
Verbal Data
Non Verbal Data

10. Choosing the right Channel
The sensitivity and emotional content of the subject
How easy it is to communicate detail
The receiver's preferences
Time constraints
Upward/ Downward/ Lateral/ Informal(Grapewine)

11. Decoding
Look at the person
Pay attention to his or her body language
Avoid distractions
Nod and smile to acknowledge points
Occasionally think back about what the person has
said
Allow the person to speak, without thinking about
what you'll say next
Don't interrupt

12. Feedback
Confidence levels
Defensiveness
Agreement
Comprehension (or lack of
understanding)
Level of interest
Level of engagement with the
message
Truthfulness (or lying/dishonesty)

13. Types
Verbal – Speaking and Writing
Non Verbal – Facial Expressions, Gestures,
Body Language, Vocal Qualities, Spatial
Relationships, Attitude towards time

14. Verbal Communication - Types
Coaching Sessions
Daily Team Huddles
R& R Meetings
Brain Storming sessions
Stake holder Meetings
Customer Meeting
Feedback Sessions
Interviews
Appraisals
Review Meetings
One on One Meetings
Covering Letter
Resume
Email
Telephonic Conversation

15. Listening

16. Most Business people spend up to 80% of their
working hours either :
Listening
Acting on what they hear
Listening

17. Listening - Benefits
Learn
Win Friends
Solve Problems
Resolve Disagreements
Better work and more cooperation
Make better decisions
Help you perform better
Prevent potential trouble
Time to think
Convey: I love you…, I respect you…, I accept you…,
You are important
Nature has intended
us to listen twice as
much as we talk

18. Listening - Tips
Maintain eye contact
Judge content, not delivery
Delay Evaluation
Listen for ideas
Be Flexible
Be in a receptive posture…lean forward
Resist Distractions
Exercise your mind
Keep your mind Open
Capitalize on thought speed
Paraphrase/ Use feedback
Use Verbal and Non Verbal cues to encourage speaker

19. Barriers to Effective Listening
Environment Related
Subject Related
Speaker Related
Listener Related
Physiological Barriers

20. Barriers to Effective Listening
Environment Related
Noise
Poor Acoustics
Interruption
Physical Discomfort/ Uncomfortable sitting arrangement
Message Overload

21. Barriers to Effective Listening
Subject Related
Complex
Unfamiliar

22. Barriers to Effective Listening
Speaker Related
Delivery
Accent
Tone
Using Jargons

23. Barriers to Effective Listening
Listener Related
Pre-conceived ideas/ Deep seated Beliefs/ Prejudices
Fatigue
Anxious to speak about his or her own ideas
Is afraid of the speaker
Thinks that he knows more than the speaker/
Egocentrism/ Must defend his or her position
Is thinking about something else/ Preoccupation

24. Barriers to Effective Listening
Physiological
Hearing Impairment
Speaking –Thinking rate

25. “ Never say never and never say always
and you will always have an out”
Effective Communication - Tips

26. Positive emotions encourage effective communication and
negative emotions destroy it
Effective Communication - Tips

27. Unfriendliness and Irritability
Frustration and Anger
“ Down” feeling or Depression
Worry
Tension and Anxiety
Feeling Pressurized
Feeling of not being in control
Distracted feeling
Over confidence
Pessimism about self or product
Effective Communication
Negative Emotions

28. Friendliness and liking people
Enthusiasm about product
High energy level
Enjoy what you do
Confidence, Optimism
Feeling of Being in control
Relaxed, alertness and concentration
Feeling of wanting to provide service
Inner desire to persist, succeed and excel
Openness and non – defensive attitude towards feedback, criticism
and new information
Effective Communication
Positive Emotions