COMMUNICATION

Studies tell 70 % of mistakes in the workplace are a

direct result of poor communication..

Communication

Communication is simply a two

way process of exchanging

ideas, information or
transmitting verbal and
non-verbal messages.

Effective Communication
EFFECTIVE
COMMUNICATION

PRODUCTIVE
RELATIONSHIP
We communicate to

Get information
Get feedback
Motivate
Praise
Greet
Sell
Etc.

Process of Communication
Communication is the process of sending and
receiving information among people

Feedback
sender

receiver

Encode

SENDER

Medium

Decode

RECEIVER

Barriers to Communication
Noise
Inappropriate medium
Assumptions/Misconceptions

Emotions
Language differences

Poor listening skills

Distractions

 Lack of Sensitivity to
Receiver
Lack of Basic
Communication Skills
Insufficient Knowledge of
the Subject
Emotional Interference
Lacking confidence

Physical Distractions
Channel Barriers.
Long Communication
Chain.

Lack of Interest.
Lack of Knowledge.
Lack of Communication
Skills
Emotional Distractions
Information overload
Conflicting Messages

Encoding
Barriers

Transmitting
Barriers

Decoding
Barriers.

No Provision for Feedback

Inadequate Feedback.

Responding
Barriers

Overcoming the barriers of effective

communication
Connecting with
The audience

Simple
Words

Summarizing
what has been said

Effective Questions

Seeking
Participation

Effective
Communication skills

Checking
for understanding

Body language

(Smile, Eye contact,

Gestures, tone)

Cultural
Sensitivity

7cs Of Communication
CONSIDERATE

CONCRETE
CONCISE
CLEAR

COURTEOUS
COMPLETE

CORRECT

Path for good communication

Listen to
Understand

Repeat

Seek
understanding
before
proceeding

Understand
before
speaking

Speak to be
understood

ESSENTIALS OF COMMUNICATION
Dos
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.

ESSENTIALS OF COMMUNICATION
Dos

Always pay undivided attention to the speaker while listening.

Always ask for clarification if you have failed to grasp others point of view.

Repeat what the speaker has said to check whether you have understood

accurately

ESSENTIALS OF COMMUNICATION
DONTS
Do not use technical terms and terminologies not understood by majority of

people
Do not speak too fast or too slow
Do not speak in inaudible surroundings as you wont be heard

Do not assume that everybody understands you

Do not interrupt the speaker.
Do not jump to the conclusion that you have understood every thing.
Do not instantly react and mutter something in anger.
While listening do not glance here and there as it might distract the speaker.

Probing Questions

Can you be more specific?

Can you give me an example of that?
What happened then?
How does this affect you?
What might cause that, do you think?
Can you fill me in on the details?

Before communicating
Ask yourself
What is the main purpose/aim?
Who will receive it?
What is the likely attitude of the listener?
How much does he need to know?
Is my timing right?
What is the main subject?
Are the major points clear?
Is there any ambiguity?

Importance of listening

If we were supposed to talk more than listen, we would have been

given two mouths and one ear.
Mark Twain

What is listening ?

Listening is the absorption

of the meanings of words
and sentences by the
brain. Listening leads to the
understanding of facts and

ideas.

Various stages to listening

Hearing
Focusing on the message not the person
Comprehending and interpreting

Analyzing and Evaluating

Responding
Remembering

Value Of Listening
Listening to others is an elegant art.
Good listening reflects courtesy and good manners.
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.

Techniques of active listening

SUMMARIZE

PARAPHRASE

Pull together the

main points of a
speaker

Restate what was

said in your own
words

QUESTION
Challenge speaker to
think further, clarifying
both your and their
understanding, however
suspend judgment

How to improve your listening

skills?
Maintain eye contact with the instructor
Focus on content than on the way that it is being said.
Avoid selective listening
Avoid distractions
Ask questions to stay active and interested.
Face the speaker
Maintain eye contact
Respond appropriately say yes, nod, etc.
Do not be preoccupied with your own thoughts.

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

Success for YOU

in the new global and diverse
workplace requires
excellent communication skills!

Questions