effective communication.pptx

EFFECTIVE COMMUNICATION

EFFECTIVE COMMUNICATION INVOLVES MANY ELEMENTS!IT IS JUST NOT ABOUT BEING KNOWLEDGEABLE TO PEOPLE

WITHIN THE UNIT AND THE COMMUNITY


OBJECTIVES

What is Communication? To consider verbal and non-verbal

communication methods To understand and practise effective

listening skills To communicate in clear, respectful and

non-judgemental ways To know when to seek advice

WHAT IS COMMUNICATION?

What does it mean to you?

The process of communication is what allows us to interact with other people; without it, we would be unable to share knowledge or experiences with anything outside of ourselves. Common forms of communication include speaking, writing, gestures, touch and broadcasting.

THE COMMUNICATION EQUATION What you hear Tone of voice Vocal clarity Verbal expressiveness 40% of the

message

What you see or feel Facial expression Dress and grooming Posture Eye contact Touch Gesture 50% of the message

WORDS … 10% of the message!

THE ART OF LISTENING

“If we were supposed to talk more than listen, we would have been given two mouths and one ear”.

PARAPHRASING

Restating what another has said in

your own words

QUESTIONING

Asking relevant questions to help in better way and

reduce errors SUMMARIZING

Pulling together the main points of a

speaker

PHRASEOLOGY

SOME PROFESSIONAL WORDS

Yes Sir, that’s right Sir

Very well Sir, Certainly Sir

Very well Sir, Certainly Sir

Kindly hold on Sir, Let me check it for

you

Sir.

If the call is for you, Who am I

speaking to please OR Who’s calling

please?

If the call is for another person, Who

shall I say is calling? OR Who shall I say

called?

Let me check and find out.

SOME CASUAL WORDS

Ya

OK

Sure

One Sec

Just a minute

Who’s speaking???

I’ve no idea!


EFFECTIVE COMMUNICATION is as much about listening as it is about talking.

Without good listening skills you cannot be an effective communicator. Listening transforms a conversation.

Listening to someone will encourage them to listen to you when it is time to share the important available resources throughout the command and community.


EFFECTIVE LISTENING: listening is not a passive role in the conversation that involves effective communication.

VERBAL AND NON VERBAL CUES :shifting your internal stance from “I understand” to “help me understand "will change how you communicate.

OPEN ENDED QUESTIONS: open ended question require more information than yes/no. Typical open-ended questions are variations on “Tell me more "and “Help me understand better….”


ACKNOWLEDGEMENT: Acknowledging feeling or ideas when having

conversation is critical. You can offer an answer to a problem or even open to provided suggestion but if you don't acknowledge the feeling involved or ideas purposed than you have missed an idea, you can still acknowledge their feeling or ideas.

COMMUNICATION IS A 2-WAY PROCESS Communication skills involve: Listening to others (Receiving) Message

Asserting/ Expressing (Sending) Barriers to communication can lead to misunderstanding and

confusion

sender receiver

sender

receiver

values and attitudes“generation gap”

Cultural differences

language

noise

hearing

EFFECTIVE COMMUNICATION SKILLS

Effective Communication skills

Eye contact & visible mouth

Body language

Silence

Checking for understanding

Smiling face

Summarising what has been said

Encouragement to continue

Some questions

BARRIERS TO EFFECTIVE COMMUNICATION

Barriers to effective

communication

Language NoiseTime

DistractionsOther people

Put downsToo many questions

Distance

Discomfort

with the topic

Disability

Lack of interest

BARRIERS TO COMMUNICATION

A barrier reduces or changes the quality of the message being transmitted

Types : 1. Physical 2. PsychologicalPoor health Lack of

ConcentrationSound / noise Attitude and biasUnsuitable temperature Lack of self

disciplineDistractions Low emotional state

TYPES OF COMMUNICATION:

Verbal Communication Non Verbal Communication Verbal communication is face-to-face

conversation. It includes – sounds, words speaking. Tone of voice volume and pitch

NON VERBAL COMMUNICATION

Nonverbal communication includes: gestures, facial expressions, body movement, timing, touch, and anything else done without speaking.

People seem to notice nonverbal communication more than verbal. For this reason, it's important to control yourself nonverbally.

ACCORDING TO THE 7 CS, COMMUNICATION NEEDS TO BE:

Clear. Concise. Concrete. Correct. Coherent. Complete. Courteous.


1. Clear When writing or speaking to someone, be clear

about your goal or message. What is your purpose in communicating with this person? If you're not sure, then your audience won't be sure either.

To be clear, try to minimize the number of ideas in each sentence. Make sure that it's easy for your reader to understand your meaning. People shouldn't have to "read between the lines" and make assumptions on their own to understand what you're trying to say.


2. Concise When you're concise in your communication, you stick

to the point and keep it brief. Your audience doesn't want to read six sentences when you could communicate your message in three.

Are there any adjectives or "filler words" that you can delete? You can often eliminate words like "for instance," "you see," "definitely," "kind of," "literally," "basically," or "I mean."

Are there any unnecessary sentences? Have you repeated the point several times, in different

ways?


3. Concrete When your message is concrete, then your audience has a clear

picture of what you're telling them. There are details (but not too many!) and vivid facts, and there's laser like focus. Your message is solid.

4. Correct When your communication is correct, it fits your audience. And

correct communication is also error-free communication. Do the technical terms you use fit your audience's level of

education or knowledge? Have you checked your writing for grammatical errors?

Remember, spell checkers won't catch everything. Are all names and titles spelled correctly?

http://www.mindtools.com/CommSkll/WritingSkills.htm


5. Coherent When your communication is coherent, it's logical. All

points are connected and relevant to the main topic, and the tone and flow of the text is consistent.

6. Complete In a complete message, the audience has everything they

need to be informed and, if applicable, take action. Does your message include a "call to action", so that your

audience clearly knows what you want them to do? Have you included all relevant information – contact

names, dates, times, locations, and so on?


7. Courteous Courteous communication is friendly, open, and

honest. There are no hidden insults or passive-aggressive tones. You keep your reader's viewpoint in mind, and you're empathetic to their needs.


1. Plan your communication

maintain clarity of purpose “why”,

maintain clarity of idea, “what”.

2. Choose the medium

language

style

semantics

…. EFFECTIVE COMMUNICATION

3. Remove barriers

4. DO’s DON’Ts- seek first to understand - remove all prejudices and then to be understood - overcome any

distractions- empathize with other people - reduce length of - values, beliefs, needs & sentiments communication

channel- use a common language- clarify ideas before communicating

….. EFFECTIVE COMMUNICATION

5. Active Listening Listen with an open mind Make an effort to understand Empathize ……..reflect understanding Be aware of what is said and what is not said Don’t jump to conclusions……draw conclusions

6. Feedback Check for accurate receipt of message Check action/outcome in relation with the intent of the

message. Improve/alter message, if required.

HOW TO BE A GOOD LISTENER

Know your power as a listener Ask questions Reflect feelings Let your body give reassuring messages Know your prejudices Avoid making snap judgements Avoid anger

IMPORTANCE OF FEEDBACK

Feedback is necessary to check the effectiveness of the communication.

Feedback helps reflect upon how well the message has been encoded, transmitted and understood.

Feedback helps make mid-course correction if found required.

- in terms of action : changing strategy- in terms of communication : changing message

BUSINESS COMMUNICATION

INTERVIEW TIPS

Misrepresentation in Resume: Bad grammar Spelling Missing Information

Being late to the interview.

Unreliable with your own time management. Lack of respect and consideration for someone else's time.To avoid running late to an interview: Always map out the approximate time it takes to get to your

interview location. Allow an extra hour for traffic, parking or delays on public transit

INTERVIEW TIPS…

Lack of Preparation and EngagementResearches the company beforehand. Don’t walk into an interview without having done their homework,

which obviously doesn't look good to a hiring manager.

Arrogance or blatant name droppingIt's good to be confident in your skills and to be able to sell

yourself as a potential employee. But there's a line between humble bragging and straight arrogance that shouldn't be crossed during a job interview.

INTERVIEW TIPS……Backing out on an accepted offer.

The worst crime a candidate can commit is backing out after accepting an offer from a company, Lam said. Typically, a company halts all interviewing after an offer is accepted. Backing out on an accepted offer means that the company will have to start over again.

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