WORKSHOP ON

EFFECTIVE COMMUNICATIONSKILLS

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

What is Communication?

COMMUNICATION IS THE ART OF TRANSMITTING INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON TO ANOTHER.COMMUNICATION IS THE PROCESS OF MEANINGFUL INTERACTION AMONG HUMAN BEINGS.

ITS ESSENCES :PERSONAL PROCESS

OCCURS BETWEEN PEOPLE

INVOLVES CHANGE IN BEHAVIOUR

MEANS TO INFLUENCE OTHERS

EXPRESSION OF THOUGHTS AND

EMOTIONS THROUGH WORDS & ACTIONS.

TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.

IT IS A SOCIAL AND EMOTIONAL PROCESS.

What are the most common ways we communicate?

Spoken Word

Written Word

Visual Images

Body Language

Types of CommunicationDownwards Communication : Highly Directive, from Senior to subordinates, to

assign duties, give instructions, to inform to offer feed back, approval to highlight problems etc.

Upwards Communications : It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals.

Lateral or Horizontal

Communication : Among colleagues, peers at same level for information

level for information sharing for coordination, to save time.

In modern business environment communication extends beyond written or spoken words to listened word.Visual dimension added by T.V., computers has given to new meaning to communication.COMMUNICATION NETWORKS

Formal Network : Virtually vertical as per chain go command within the hierarchy.

Informal Network : Free to move in any direction may skip formal chain of command. Likely to satisfy social and emotional needsand also can facilitate task accomplishment.

HIERARCHY LEVEL

Executive Director

Vice President

A.G.M.

Manager

Supervisor

Forman

Supervisor 3Supervisor 1 Supervisor 2

Manager

Horizontal Comm.

The Communication Process

SENDER(encodes)

RECEIVER(decodes)

Barrier

Barrier

Medium

Feedback/Response

Barriers to communication

• Noise• Inappropriate medium• Assumptions/Misconceptions• Emotions• Language differences• Poor listening skills• Distractions

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.

VALUE OF LISTENING

Listening to others is an elegant art.

Good listening reflects courtesy and good manners.

Listening carefully to the instructions of superiors improve competence and performance.

The result of poor listening skill could be disastrous in business, employment and social relations.

Good listening can eliminate a number of imaginary grievances of employees.

Good listening skill can improve social relations and conversation.

Listening is a positive activity rather than a passive or negative activity.

Always think ahead about what you are going to say.

Use simple words and phrases that are understood by every body.

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

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.

ESSENTIALS OF COMMUNICATIONDos

ESSENTIALS OF COMMUNICATIONDON’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.

Do not assume that every body 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.

How to Improve Existing Level ofCOMMUNICATION?

IMPROVE LANGUAGE.

IMPROVE PRONUNCIATIOON.

WORK ON VOICE MODULATION.

WORK ON BODY LANGUAGE.

READ MORE

LISTEN MORE

AVOID READING OR WATCHING OR LISTENING UNWANTED LITERATURE, GOSSIP, MEDIA PRESENTATION ETC.

INTERACT WITH QUALITATIVE PEOPLE.

IMPROVE ON YOU TOPIC OF DISCUSSION,

PRACTICE MEDITATION & GOOD THOUGHTS.

THINK AND SPEAK.

DO NOT SPEAK TOO FAST.

USE SIMPLE VOCABULARY.

DO NOT SPEAK ONLY TO IMPRESS SOMEONE.

LOOK PRESENTABLE AND CONFIDENT.

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

…in the new global and diverse workplace requires

excellent communication skills!

Success for YOU…

Questions

ObjectiveObjective

• This course is designed to help students learn business communication by developing in them both written and oral skills of communication, they need to be successful in their professional lives. To make students familiar with the real communication issues, personal interviews with business associates and academics other than the theoretical discussions will be the hallmark of this course.

• This course is designed to help students learn business communication by developing in them both written and oral skills of communication, they need to be successful in their professional lives. To make students familiar with the real communication issues, personal interviews with business associates and academics other than the theoretical discussions will be the hallmark of this course.

• First, the subject matter is different: here you will get a chance to practice communicating with concepts and techniques.

• Second, you will, for example, practice writing memos, letters and business reports.

• Third, you will have a chance to practice your oral presentation skills, being extensively used in business world.

• First, the subject matter is different: here you will get a chance to practice communicating with concepts and techniques.

• Second, you will, for example, practice writing memos, letters and business reports.

• Third, you will have a chance to practice your oral presentation skills, being extensively used in business world.

Why Study Business Communication?Five ways that make a difference

Why Study Business Communication?Five ways that make a difference

• Forth, you may learn a slightly different style of writing and speaking: In general, business communication is more objective, systematic, and concise than creative or personal writings.

• Finally, – unlike assignments in other courses, which may emphasize the message itself or the personal expression of the writer or speaker – business communication focuses on the response you elicit from your reader or listener.

• Forth, you may learn a slightly different style of writing and speaking: In general, business communication is more objective, systematic, and concise than creative or personal writings.

• Finally, – unlike assignments in other courses, which may emphasize the message itself or the personal expression of the writer or speaker – business communication focuses on the response you elicit from your reader or listener.

Why Study Business Communication?Why Study Business Communication?

What People Required to be Skilled Communicators?What People Required to be Skilled Communicators?

They need extensive and complex body of knowledge that includes:

Semantics (the study of word choice) 1. Linguistics (the study of language) 2. Rhetoric (the study of writing and speaking

effectively)3. Psychology (the study of human behavior)4. Sociology (the studying of society) 5. Graphic Design (the ability to communicate through

visuals)6. Computer Sciences (to handle word processing etc.)

They need extensive and complex body of knowledge that includes:

Semantics (the study of word choice) 1. Linguistics (the study of language) 2. Rhetoric (the study of writing and speaking

effectively)3. Psychology (the study of human behavior)4. Sociology (the studying of society) 5. Graphic Design (the ability to communicate through

visuals)6. Computer Sciences (to handle word processing etc.)

• The word communication means the act or process of giving or exchanging of information, signals or messages as by talk, gestures or writing. Technically speaking, in the act of communication, we make opinions, feelings, information etc. known or understood by others through speech, writing or bodily movement.

• The word communication means the act or process of giving or exchanging of information, signals or messages as by talk, gestures or writing. Technically speaking, in the act of communication, we make opinions, feelings, information etc. known or understood by others through speech, writing or bodily movement.

What is Communication?What is Communication?

The purpose of any given communication is:

• stimulating some action.• giving information, ideas, attitudes,

beliefs or feelings.• establishing links or relations with other

people.

The purpose of any given communication is:

• stimulating some action.• giving information, ideas, attitudes,

beliefs or feelings.• establishing links or relations with other

people.

Why do we Communication?Why do we Communication?

Stimulating action may be achieved by two ways:

• Expressing needs and requirements. • Persuading and motivating others the way

you want them to act.

Stimulating action may be achieved by two ways:

• Expressing needs and requirements. • Persuading and motivating others the way

you want them to act.

Stimulating Action Stimulating Action

Giving information, ideas, attitudes, beliefs and

feelings may be done for any number of purposes:

• Creating awareness • Creating understanding • Persuading others • Influencing others

Giving information, ideas, attitudes, beliefs and

feelings may be done for any number of purposes:

• Creating awareness • Creating understanding • Persuading others • Influencing others

Giving Information Giving Information

Effectively in speaking and writing is useful in all areas of business, such as:

• Management• Technical• Clerical• Social positions

Effectively in speaking and writing is useful in all areas of business, such as:

• Management• Technical• Clerical• Social positions

Importance of CommunicationImportance of Communication

49.4%

49.4%

51.6%

51.6%

29.1%

29.1%

40.7%

40.7%

Manager

Manager

Services Worker

Services Worker

Clerical

Clerical

Technical Worker

Technical WorkerSo poorly written messages result in loss of

time, money and even life. So poorly written messages result in loss of

time, money and even life.

1

2

3

4

• Success in your career is based on your ability to communicate effectively is a valuable asset.

• This is a valuable asset of you.• Strong communication skills are found in every

job description listed by companies advertising positions.

• Communication is a primary responsibility in many career

• Community clearly internally and externally.

• Success in your career is based on your ability to communicate effectively is a valuable asset.

• This is a valuable asset of you.• Strong communication skills are found in every

job description listed by companies advertising positions.

• Communication is a primary responsibility in many career

• Community clearly internally and externally.

Advantages of Communicationin your CareerAdvantages of Communicationin your Career

JobJob Promotion

Promotion

Professional Reputation

Professional Reputation

CommunicationsCommunications

1 2 3

4

• Prime requisite of an executive is ability to communicate.

• Your ability to communicate is, in fact, your trademark. The memos, letters and reports you write, demonstrate your ability or lack of ability to communicate.

• Poor communication remain buried in lower, dead-end jobs.

• Prime requisite of an executive is ability to communicate.

• Your ability to communicate is, in fact, your trademark. The memos, letters and reports you write, demonstrate your ability or lack of ability to communicate.

• Poor communication remain buried in lower, dead-end jobs.

Requisite for PromotionRequisite for Promotion

You may have capacity for hard work.

• Ability to get thing done with and through people• Good appearance• Self-confidence• Sound decision-making skills• College education

You may have capacity for hard work.

• Ability to get thing done with and through people• Good appearance• Self-confidence• Sound decision-making skills• College education

Requisite for PromotionRequisite for Promotion

Three top responses of promotable executive:• Business letter• Report Writing• Oral Communication

Three top responses of promotable executive:• Business letter• Report Writing• Oral Communication

Requisite for PromotionRequisite for Promotion

• “To the customer, you are the company.” • Each message communicates the essential

quality and culture of your company.

To develop the right attitude, you need certain qualities:

• Careful and sound judgment while choosing ideas & facts.

• Patience and understanding while dealing with unjustly persons or managers.

• “To the customer, you are the company.” • Each message communicates the essential

quality and culture of your company.

To develop the right attitude, you need certain qualities:

• Careful and sound judgment while choosing ideas & facts.

• Patience and understanding while dealing with unjustly persons or managers.

Developing the Right Attitude Developing the Right Attitude

Developing the Right Attitude

• Integrity knowledge of English language, process and principals of successful communication

• Knowledge of cultural conventions of your audience

• Integrity.• knowledge of English language. • processes and principals of successful communication.• Knowledge of cultural conventions of your audience.

• Integrity.• knowledge of English language. • processes and principals of successful communication.• Knowledge of cultural conventions of your audience.

Developing the Right AttitudeDeveloping the Right Attitude

• Today’s workplace is increasingly diverse in age, gender, and national origin.

• Diversity has brought problems to organizations and has brought strengths too.

• To handle diversity issues in the workplace, companies need to take certain measures:• Seminars.• Managers needs to be open minded.• Language problems.

• Today’s workplace is increasingly diverse in age, gender, and national origin.

• Diversity has brought problems to organizations and has brought strengths too.

• To handle diversity issues in the workplace, companies need to take certain measures:• Seminars.• Managers needs to be open minded.• Language problems.

Cultural Diversity at Work Cultural Diversity at Work