Communication Skills

Practical Guide

Communication Skills: Table of content1. What is Communication?2. Most common ways of Communication3. Communication Goals4. Importance of Communication5. Communication Process Cycle6. Needs of good Communication Process7. How to be an Active Listener8. Techniques to Improve Listening skills9. Two basic types of questions10. Improving Communication11. Common Communication Mistakes12. Causes of Communication Difficulties13. Communication Failures can cause…14. References

What is Communication?• It is the process of sending and receiving information among people…

Most common ways of CommunicationCo

mm

unic

ation Vocal

Visual

Writing

Body Language

Communication Goals

Goal

s

To get and give Information

To change Behavior

To ensure Understanding

To get Action

To persuade

Importance of communication• To understand the others and to be understood as well,

We must use variety of communication techniques.• The critical element of your career and your personal life

is your communication skills.• Inspires confidence.• Helps make friends.• Develops a distinct personality.• Reveals your ability to others.

Communication Process CycleListen to

Understand

Understand before speaking

Speak to be understood

Seek understanding

before proceeding

Repeat

Needs of good Communication Process• (The Golden Key) Being a good listener• Listening vs hearing

• Organising your thoughts• Knowledge• Spontaneity in conversation• Level of conversation

• Body Language• Show vs Tell

• Participating in discussions

How to be an Active Listener• Set the stage• Ensure mutual understanding• Understand body language• Suspend judgment• Behaviors that hinder effective listening

• Act distracted (look at your watch!)• Tell your own story without acknowledging theirs• Give no response• Invalidate response, be negative• Interrupt• Criticize

Techniques to Improve Listening skills1. PARAPHRASE: Restate what was said in your own words.2. SUMMARIZEPull together the main points of a speaker.3. QUESTIONChallenge speaker to think further, clarifying both your and their understanding.

Two basic types of questions1. Closed questions: • Get a one-word response and inhibit thought.• Questions begin with who, when and which

2. Open-ended questions:• Invite unique thought, reflection or an explanation.• Questions begin with how, what and how come (not why!).

Improving communication• Don’t use clichés• Brevity• Sincerity• Don’t praise yourself• Avoid argument• Be tactful• Silence• Enunciation

• Clear, loud, syllables. Flexibility of tone

The Seven C’s of Communication:-

1. Clarity.

2. Conciseness.

3. Completeness.

4. Concreteness.

5. Correctness.

6. Courtesy.

7. Consideration.

The Four F’s required Good Communication:-1. Focused.2. Flexible.3. Fast.4. Friendly.

The FLOWER Formula• F = Face the other person directly.• L = Lean towards the speaker.• O = Open your posture. Do Not cross your arm and legs.• W = Watch the speaker. Maintain goof Eye-Contact.• E = Energize your listening. Do Not stand or sit rigidly.• R = Reals while you Listen. Avoid showing Tension.

The Kiss Formula K = KEEP

I = IT

S = SHORT &

S = SIMPLE

Common Communication Mistakes• Interrupting and Finishing others’ sentences.• Not thinking clearly, Jumping to conclusion.• Not responding to what others have said.• Preparing our response before someone has completed speaking.• Multitasking while listening.• Filtering content or meaning based on the speaker.• Speaking for others (we…).

Causes of Communication Difficulties• Lack of Information and Knowledge • Not Listening• Not understanding fully and fail to ask questions • Bad Mood• Not understanding others’ needs.• Not thinking clearly, Jumping to conclusion.

Communication Failures can Cause• Loss of Business• Mistakes, inefficiencies • Lowered productivity• Damaged person or company image • Frustration, hostility.• Loss of team spirit• Conflicts and arguments • Loss of friendship

References • Kris Cole, Crystal Clear Communication : skills for understanding and

being understood, Synergy Books International• David A. Whetten and Kim S. Cameron, Developing Management

Skills, Harpers Collins Publisher.

© PED| Alexandria University | Abd Al-Rahman Habiba

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Abd Al-Rahman Habiba

© PED| Alexandria University | Abd Al-Rahman Habiba