Effective Communication Skills

Objectives

Define and understand communication and the communication process List and overcome the filters/barriers in a communication process

Tips to improve verbal and non verbal communication

What are the most common ways we communicate?

Written Word

Types of Communication
One-way communication

Two-way communication

One to many

What is Communication?

Communication is the transmission of an idea or feeling so that the sender and receiver share the same understanding.

Communication is not a mysterious process. It takes place when the ideas from your mind are transferred to anothers and arrive intact, complete, and coherent.

The Communication Process

Medium

Barrier SENDER (encodes) RECEIVER (decodes)

Barrier

Feedback/Response

Telephone and Lollipops

Divide the class into two teams The winning team will win the prize

MESSAGES IN COMMUNICATION
What You Want To Say What You Really Say What The Other Person Hears What The Other Person Thinks Is Heard What The Other Person Says About What You Said What You Think The Other Person Said About What You Said

Barriers to communication

Noise Inappropriate medium Assumptions/Misconceptions Emotions Language differences Cultural differences Poor listening skills Use of jargon Distractions

Features of Effective Communication

Active Listening Eye contact

Simple language
Posture Body Language

Components of Communication
Verbal Communication

Vocal communication

Non-verbal communication

Tools in Communication
Face to Face

Tone of Voice 38%

Body Language 55%

Words 7%

Communication As An Entire Behavioural Process

Habits

Mannerisms

Appearance
Etiquette

Spoken Words
All communication methods are important, but our emphasis will be upon the spoken word... since
70 % or all our communication efforts are: misunderstood, misinterpreted, rejected, disliked, distorted, or not heard (in the same language, same culture)!

Lets Play . . . TABOO!!!

Communication Involves Three Components

Verbal Messages - the words we choose Paraverbal Messages - how we say the words Nonverbal Messages - our body language
Send Clear, Concise Messages Receive and Correctly Understand Messages Sent to Us

These Three Components Are Used To

Paraverbal Messages
Paraverbal communication refers to the messages that we transmit through the tone, pitch, and pacing of our voices.

Nonverbal Messages
Nonverbal messages are the primary way that we communicate emotions

Facial Expression Postures and Gestures

SENDING MESSAGES

Effective Verbal Messages

Are brief, succinct, and organized Are free of jargon Do not create resistance in the listener

Communication Goals
To change behavior

To get and give Information

To get action

To persuade

To ensure understanding

Improving Communication

Dont use cliches Brevity Sincerity Dont praise yourself Avoid argument Be tactful Silence Enunciation

Clear, loud, syllables. Flexibility of tone

Practice

For distinct enunciation, every word, every syllable, every sound, must be given it proper form and value. Think of the mouth chamber as a mold, in which the correct form is given to every sound. Move your lips more noticeably The teeth should never be kept closed in speech. Through practices, we can learn to speak more rapidly, but still with perfect distinctness

Effective Communication
Good use of English avoid errors Improved vocabulary overlook v oversee Avoid old phrases Use humour Improve clarity of voice practice

There are three basic communication styles:

Aggressive Passive

Assertive

A COMPARISON OF VARIOUS COMMUNICATION STYLES

PASSIVE Definition Communication style in which you put the rights of others before your own , minimizing your own self worth My feelings are not important. I dont matter I think Im inferior ASSERTIVE Communication style in which you stand up for your rights while maintaining respect for the right of others. We are both important We both matter I think we are equal. AGGRESSIVE Communication style in which you stand up for your right but you violate the right of other. Your feelings are not important. You dont matter I think Im superior

Implications to others

Verbal Styles

Apologetic Overly soft or tentative voice

I statements
Firm voice

You statements
Loud voice.

A COMPARISON OF VARIOUS COMMUNICATION STYLES

Looking down or away Stooped posture, excessive head nodding Looking direct Relaxed posture, smooth and relaxed movements. Staring, narrow eyes Tense, clenched fists, rigid posture, pointing fingers

Non Verbal Styles

Potential Consequences

Lowered self esteem. Anger at self False feelings of inferiority Disrespect from other Pitied by others

Higher self esteem Self respect Respect from others Respect of others.

Anger from others Lowered self esteem Disrespect from others Feared by others.