COMMUNICATION SKILLS

DEFINITION

• Communication is a dynamic process…• Through this process we convey a thought or

feeling to someone else.• How it is received depends on a set of events,

stimuli, that person is exposed to.• How you say what you say plays an important

role in communication.

Reading16%

Writing9% Speaking

30%

Listening45%

COMMUNICATION IS A SERIES OF EXPERIENCE OF…

Hearing Smell Taste Seeing Touch

COMMON WAYS TO COMMUNICATE

Speaking Writing Visual image Body language

LEVELS OF COMMUNICATION• VERBAL

o Intra verbal: intonation of word and sound

o Extra verbal: implication of words and phrases, semantics

• NON-VERBALo Gestureso Postureso Movements

• SYMBOLIC

TYPES OF COMMUNICATION• On the basis of organization

relationship– Formal– Informal

• On the basis of flow– Vertical– Horizontal– Crosswise/Diagonal

• On the basis of expression– Oral– Written– gesture

PROFESSIONAL MODE OF COMMUNICATION

EmailPhoneVirtual Con-ferencingDiscussion Forums/Chat

41%

36%

10%

12%

BARRIERS TO COMMUNICATION

1. Semantic Barriers2. Emotional or Psychological Barriers3. Organizational barriers4. Personal Barriers

SEMANTIC BARRIERS• Symbols with different meaning• Badly expressed message• Faulty translation• Un clarified assumption• Specialist’s language

EMOTIONAL OR PSYCHOLOGICAL BARRIERS

• Premature evolution• Inattention• Loss of transmission & poor

retention• Undue reliance on the written

world• Distrust of communication• Failure to communicate

ORGANIZATIONAL BARRIERS

• Organizational policy• Organization rules & regulation• Status relation• Complexity in organization

PERSONAL BARRIERS

• Barriers in Superior– Attitude of superior– Fear of challenge of authority– Lack of time– Lack of awareness

• Barriers in Subordinates– Unwillingness to communicate– Lack of proper incentive

WAYS TO OVERCOME BARRIERS TO COMMUNICATION

• Understand others see things differently to you.

• Get feedback from the receiver.• As often as possible, speak face-to-face.• Use language that fits the audience.• Use the right communication channel.• Have integrity and honesty in your

communications.• Make it easy for others to listen to you.

WAYS TO OVERCOME BARRIERS TO COMMUNICATION

• Eliminating differences in perception• Use of Simple Language• Reduction and elimination of noise levels• Active Listening• Emotional State• Simple Organizational Structure• Avoid Information Overload• Give Constructive Feedback• Proper Media Selection• Flexibility in meeting the targets

COMMUNICATION PROCESS

THE 7C’S OF EFFECTIVE COMMUNICATION

1. Completeness2. Conciseness3. Consideration4. Clarity5. Concreteness6. Courtesy7. correctness

COMPLETENESS The information conveyed in the message should be complete

for the communication to be effective. The sender must take into consideration the receiver's mind set

and convey the message accordingly. Complete communication enhances the reputation of the

organization. Complete information always gives additional information

wherever required, it leaves no question in the minds of the receiver.

Complete information helps in better decision making as it serves all the desired and crucial information.

Complete information persuades the audience.

CONCISENESS • Conciseness means communicating what you

want to convey in least possible words. • Conciseness is a necessity for effective

communication. • Concise communication provides short and

essential message in limited words. • Concise message is more appealing and

comprehensive to the audience. • Concise messages are non repetitive in nature.

CONSIDERATION Effective communication must take audience into

consideration by knowing the viewpoints, back ground, mindset, educational level, etc.

Consideration implies 'stepping into the shoes of others'.

Consideration ensures that the self respect of the audience is maintained and their emotions are not harmed.

Consider the needs and requirements of the audience to achieve effective communication.

CLARITY • Clarity implies emphasizing on a specific goal

or objective at a time, rather than trying to move away from track.

• Clarity helps to understand the message easily. • Complete clarity of thoughts and ideas

enhances the meaning of message. • •Clarity comes with the use of exact,

appropriate and concrete words.

CONCRETENESS • Concrete communication implies being

particular and clear rather being fuzzy and general.

• Concrete communication shows good level of confidence.

• Concrete information helps to strengthen the reputation of the organization.

• Concrete information cannot be misinterpreted.

COURTESY • Courtesy means being polite, kind, judicious, enthusiastic and convincing.

• Courtesy is an important element of effective communication.

• Courtesy reflects the nature and character of the sender of the message.

•It is the same as give respect and then expect the same. •Courtesy is not at all bias in nature.

CORRECTNESS

• Correctness in the communication implies that the correct information is conveyed through message.

• Correct communication boosts up the confidence level of the sender.

• Correct information has greater impact on the audience. "Free from grammatical errors and use of appropriate and correct language.

• Correct information includes the precision and accurateness of facts and figures used in the message.

VERBAL COMMUNICATION

• What to say?• How to say?• Whom to say?• When to say?• What you should not say?

HOW TO IMPROVE YOUR COMMUNICATION SKILLS AT WORK

• Empathies with the other person by understanding how they might be impacted by what you say

• Know how to read no verbal communication signs such as body language

• Improve your listening skills • Be clear and to the point • Ask open ended questions • Tell people what you can do rather than what you cannot

do. • If you do not have something nice to say then do not say

anything at all.