COMMUNICATION COMMUNICATION SKILLSSKILLS

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

1

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

CONTENTCONTENT Objectives.

Definition.

Types of communication.

Blunders in Communication-Nokia & Enron.

Importance of Communication-its Do’s and Don’t.

Interpersonal skills-its uses and importance.

Assertive Communication-its importance & goals.

Learnings.

Test Yourself. 2

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

LEARNING OBJECTIVESLEARNING OBJECTIVES

Recognize the importance of communication in gaining a

better understanding of yourself and others.

Able to understand the communication process.

Types of communication and their impact.

Knowing the do’s and don'ts of the communication.

Benefits gained through interpersonal communication.

3

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

4

WHAT IS COMMUNICATION?WHAT IS COMMUNICATION?

Communication is an art of transmitting

information, ideas and attitudes from one

person to another. or

Communication is the process of meaningful

interaction among human beings.

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

TYPES OF COMMUNICATIONTYPES OF COMMUNICATION

Personal or Intra-personal Communication- individual

communicate in his/her mind.

Interpersonal Communication- involves interaction

between two persons, or group.

5

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

Organizational Communication

Mass Communication- is for disseminating news about

the organization to the stakeholders and to public.

6

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

Social Communication- occurs when people interact

with one another in groups outside the organization.

Transformational Communication- goes beyond

transactional or interpersonal communication.

7

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

Corporate Communication- is the way in which

company builds and keep contacts.

Group Communication- occurs when meetings are

held for face-to-face discussions.

8

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

BLUNDERS IN BLUNDERS IN COMMUNICATIONCOMMUNICATION

NOKIA:NOKIA:

For more than a decade, Nokia was the world’s largest

mobile-phone manufacturer. But when the Smartphone became

the next big thing within the mobility market, the company lost

its competitive edge. According to an in-depth account of why

Nokia has “struggle to turn its good ideas into products,” much

of the problem stems from habits of communication that favour

unfocused discussions about strategy over clear plans to bring

new phone models to market. 9

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

ENRON: ENRON: 

A scholarly investigation into the problems that

led to Enron’s collapse pinpointed several

“communication-based leader responsibilities” that

senior managers failed to meet responsibilities such as

“communicating appropriate values” and “maintaining

openness to signs of problems.”

10

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

11

Why is it important to Why is it important to communicate well?communicate well?

Communication is key to your success—in relationships, in the

workplace, as a citizen of your country, and across your lifetime.

Your ability to communicate comes from experience, and

experience can be an effective teacher.

Co-ordination of work is impossible and the organization will

collapse for lack of communication.

Every act of communication influences the organization in some

way or other.

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

ESSENTIALS OF ESSENTIALS OF COMMUNICATION-DO’SCOMMUNICATION-DO’S

Always think ahead about what you are going to say

Use simple words and phrases that are understood by

everybody

Increase your knowledge on all subjects you are required to

speak

Speak clearly and audibly

Check twice with the listener whether you have been

understood accurately or not 12

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

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

other's point of view.

Repeat what the speaker has said to check whether you

have understood accurately.13

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

ESSENTIALS OF ESSENTIALS OF COMMUNICATIONCOMMUNICATION

DON'TSDON'TS

Do not instantly react and mutter something in anger.

Do not use technical terms & terminologies not

understood by majority of people.

Do not speak too fast or too slow.

Do not speak in inaudible surroundings, as you won’t be

heard.

14

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

Do not assume that everybody 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

15

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

INTERPERSONAL INTERPERSONAL COMMUNICATION SKILLSCOMMUNICATION SKILLS

Interpersonal Communication is a social process

involving understanding and transfer of information from

one person to others.

16

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

WHAT IS INTERPERSONAL WHAT IS INTERPERSONAL COMMUNICATION SKILLSCOMMUNICATION SKILLS

This is direct, face-to-face communication which

occurs between two persons. It is essentially a dialogue

or a conversation between two or more people.

Interpersonal communication may be:

Focused Interactions

Unfocused Interactions

17

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

INTERPERSONAL INTERPERSONAL COMMUNICATION SKILLSCOMMUNICATION SKILLS

Interpersonal Skills are critical to good communication.

Let’s have a look at some great tips for better interpersonal

communication skills:

First Listen

Questions

Be Interested

Relax18

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

Smile

Be Enthusiastic

Be Assertive

USES OF INTERPERSONAL USES OF INTERPERSONAL COMMUNICATION SKILLSCOMMUNICATION SKILLS

Give and collect information.

Influence the attitudes and behaviors of others.

Form contacts and maintain relationships.

Make sense of the world and our experiences in it.

Express personal needs and understand the needs of others.

Give and receive emotional support.

Make decisions and solve problems.19

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

ASSERTIVE ASSERTIVE COMMUNICATIONCOMMUNICATION

Definition

An honest, direct and appropriate expressions of

one’s feelings, thoughts and beliefs.

20

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

WHY ASSERTIVENESS IS WHY ASSERTIVENESS IS IMPORTANT?IMPORTANT?

Assertive Communication involves respect for the

boundaries of oneself and others.

Assertiveness is the ability to express our needs and

rights, positive and negative feelings without violating

others rights and limits of others.

Assertiveness increases our ability to reach these goals

while maintaining our rights and dignity.

21

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

GOALS OF ASSERTIVE GOALS OF ASSERTIVE BEHAVIORBEHAVIOR

To get and give respect.

To ask for fair play.

To leave room for compromise when the needs and

rights of two people conflict.

To communicate and develop mutuality in relationships.

22

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

LEARNINGSLEARNINGS The module has briefly acquainted you with the dynamic nature of

communication.

The definition of communication tells you that in communication you deal

with ideas.

As a part of an organization, you will have to conduct yourself responsibly,

not only in face-to-face situations with bosses and subordinates but also

with people from different backgrounds and organizations.

Successful communication transmits values, attitudes, and feelings through

properly chosen words.

23

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

TEST YOURSELF:TEST YOURSELF:

When I think of communicating with someone, I

generally focus on the......?

a. Correctness of speech

b. Content

c. ‘how’ and ‘what’ of the presentation

24

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

TEST YOURSELF:TEST YOURSELF: Before I communicate, I think about what the person

needs to know, and how best to convey it......?

a. Not at All

b. Rarely

c. Sometimes

d. Often

e. Very Often

25

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

TEST YOURSELF:TEST YOURSELF: I try to help people understand the underlying concepts

behind the point I am discussing. This reduces

misconceptions and increases understanding……?

a. Not at All

b. Rarely

c. Sometimes

d. Often

e. Very Often 26

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals

27

SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 1CHAPTER 1

TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals