Neat Slides on Effective

Communication Skills
From the internet

Objectives
Define and understand communication and
the communication process
List and overcome 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
Essence of Communication
It is a personal process - requires involvement or effort by at least one party
Occurs between people, animals and tools
May involve needing to either change behavior or obtain something from the
other party involved in the communication
Provides a means to influence others
Includes the expression of thoughts and emotions through words and actions
Can become a powerful tool to control and motivate others
It is a social and emotional process

The Process
RECEIVER

SENDER

most common ways to communicate

Spoken Words

Visual images
WordsSpoken Words

Written Words

Body Language

70% of Communication

Is :

Misunderstood

Misinterpreted

Rejected

Disliked

Communication Benefits

New relationships

Positive public image

Positive conversation = Positive possibilities

Types of Communication
Downward
Highly directive from seniors to subordinates and used to assign
communicat duties, give instructions, inform, offer feedback, give approval,
ion
highlight/explain problems, etc.
This is non-directive in nature and usually come from lower levels in corporate
Upward
hierarchy. It is also used to give feedback, inform about the status of progress with
communication assigned tasks/situations/problems, express reaction, & seek approval when
necessary
This is may be directive or non-directive in nature and usually
Lateral or
happens between staff at similar/comparable levels in corporate
Horizontal
hierarchy. It is used for information sharing, coordination of goal
communicat
attainment and alleviations of peer level problems and
ion
challenges
In the modern business environment, communication means extend beyond written and verbal
communication. There is electronic communication, telecommunication and the Media (TV/Billboards
and Internet), which allows two kinds of communications channels to exist.
1.Formal - Corporate/Social Hierarchy has clear levels/hierarchy of official access - specially with upward
communication
2.Informal - Permits everyone to skip the formal chain of communication hierarchy and generally satisfies
social and emotional needs. This often facilitates quicker affirmation from senders and receivers about
tasks/priority accomplishment

COMMUNICATION CHANNELS

UPWARD COMMUNICATION

Program Manager
Director
Project Manager
Module/Unit Leader
Development Engineer
Trainee Engineer

DOWNWARD COMMUNICATION

Executive Director
Program Manager
Director

Project
Manager

Project
Manager

HORIZONTAL
COMMUNICATION

Project
Manager

BASIC COMMUNICATION MODEL

ENCODE
SENDER
DECODE

NOISE
SENT MESSAGE
BARRIER

BARRIER

MEDIUM

BARRIER

FEEDBACK MESSAGE
BARRIER

DECODE
RECEIVER
ENCODE

NOISE
SOME BARRIERS TO COMMUNICATION
Noise
Emotional disturbance
Inappropriate medium
Personal biases
Assumptions
Language differences
Misconceptions
Lack of attention
Distractions (telephones!)
Lack of interest

Hearing versus listening

Hearing
Physical process, natural, passive
Listening
Physical and mental process, active learned
process, a skill that improves with practice
Listening is a hard skill for everyone, therefore we
must work on this skill to progress professionally

the value of listening

Listening to others is an elegant art
Good listening reflects courtesy and good manners
Listening to the instructions of superiors improves competence and
professional performance
The result of poor listening has the opposite effect of good listening for both
business and social relationships
Good listening can eliminate a number of imaginary employee grievances
Good listening improves the quality of social relationships and further
conversation
Listening is a proactive skill with many intangible benefits

essentials of communications
to-DO
Always think about what you are going to say
Use simple a language and associated words and phrases that are understood by everybody
present
Maintain eye contact with the speaker and use body language appropriately to emphasize the
message
Increase you knowledge on all the subjects that you are required to speak on
Use a checklist if necessary and if possible offer a copy as a handout
Speak clearly and audibly
Re-check with the listener whether you have been understood correctly - get regular feedback
Incase of interruptions, try to do a recap of what has been said so far
Always pay undivided attention to the speaker when trying to listen
Make notes of important points if necessary for later reference and action
ASk for a clarification if you believe that you have missed something important
Repeat what the speaker has said to check whether you have understood their communication
accurately

essentials of communications
donts
Do not instantly react or mutter something in anger
Do not use technical terms, acronyms and terminologies that are not understood by
the majority
Do not speak too fast, or too slow
Do not speak in inaudible surroundings, or where natural noise decibels are high
Do not assume that every body understands you
While listening or speaking do not glance around and distract the other party in the
communication
Try not to interrupt the speaker until the point is closed/ feedback is solicited
Do not jump to the conclusion that you have understood everything
Sometimes there are more sides to the story than the speaker is presenting - figure out
all you need to before coming to a decision!

Best Practices to Improve

Your Communication

Warren Buffett thinks deeply about many things in addition to making money for Berkshire Hathaway
clients. One skill he is known for and has thought about is effective communication its importance
and best methods. In a "Harvard Business Review" blog post recently, the following observations on
Buffetts communication style are instructive:
Use numbers to explain conclusions, not just by themselves on a graph or bullet list that requires to
listener to figure out what they mean.
Explain your technical terms parenthetically and informally. In their example from Buffetts
presentation, "Our $58.5 billion of insurance float money that doesnt belong to us but that we
hold and invest for our own benefit cost us less than zero."
Use analogies and metaphors. A great example is Buffetts description of people felt after the
economic collapse in 2008: "By yearend, investors of all stripes were bloodied and confused, much as
if they were small birds that had strayed into a badminton game." Everyone can understand that
graphic communication.
Some other communication management best practices:
For formal reports, ask for and use suggestions from a technical writer or editor. Alternatively, use
the spelling and grammar checker built into your word processor or submit documents for review
from a service such as Grammarly unless restricted by intellectual property claims.
Ask for feedback. If the body language of the person or group you are talking with do not seem be
tracking with you, ask questions or re-phrase. On the other side, learn to ask questions that improve
your understanding.
As a manager, ensure that the culture accepts and encourages honest communication do not punish
the messenger.
Learn to summarize key ideas in your communication or when listening to others. Use the summary
to check understanding.
Sometimes it is best to let a communication set for a while an hour or a day before hitting the
send button.

some tips to improve communications

FACT: Men think and then speak (may be that is why they are more cryptic/succinct)
Women speak to think (so the verbose level will be more - naturally gifted with verbal ability!)
Children, teenagers speak without thinking, and are less concerned about political correctness!
Improve/try to increase vocabulary
Improve pronunciation and diction
Work on voice modulation
Work on body language
Read more about topics concerning your profession and personal life
Practice/improve listening
Avoid reading, watching or listening to unnecessary literature, gossip, media, presentations or scenes
that do not add value to you
Search for and interact with people who are more knowledgeable than yourself
Improve the bandwidth of your professional and personal knowledge and verbal engagements
Practice meditations and and good thoughts - have a positive and personable disposition
Think before you speak - use a good friend, spouse/sibling as a sounding board
Dont try to impress someone/use a phony accent
Look presentable and confident

some tips to improve body language

Try to stand up and make the audience look up at you for psychological advantage
Practice hand and facial gestures in front of a mirror - no pointing fingers ever - open hands only
Do not shake body parts unnecessarily (specially the leg or eyelids) or scratch crazy places on your body people look at the speaker
If you sweat naturally or because of nervousness, have a handkerchief handy (tissues are not a good idea
sometimes)
Maintain an appropriate distance from the audience (spitting distance)/ walk around to make the recipients
feel included in a group discussion if possible
Touch only where/when appropriate and touch appropriately (specially member of the opposite sex)
Take care with personal grooming
Do not wear uncomfortable shoes or clothes
Learn about power dressing and dress appropriately
Groom hands and face and mouth meticulously everyday - use a deodorant/mouth freshener if you need
one
Ladies wear make up with care, and choose jewelry appropriately
Tattoos, body piercing and non-business like attire is a strict no-no in all cultures
Watch out for cues about your communication around you
Maintain appropriate eye contact with your listeners as best as you can
It is not correct to not maintain eye-contact - you credibility will suffer
Do not allow your gaze to fall below a female's neckline
Smile genuinely, and shake hands / give business cards with warmth and politeness

In Conclusion
Assumptions are the termites of relationships.

-Henry Winkler
Actor, Director

Remember
In the modern business culture,
communication skills carry the day for every
professional
You say nothing when you say nothing at all!