Communication Skills

Presented by

Jean Francois Laurette

LEARNING OBJECTIVES
Learning approach Attitude
Definition (s)
Models of communication
Communication process
Functions of communication
Ways and types of communication
Forms and channels of communication
Barriers of communication
Basic skills of communication
Non Verbal communication
Speech and writing work shop
Non Violent communication

C O M M U N I C AT I O N
SKILLS
ATTITUDE IS EVERYTHING

C O M M U N I C AT I O N
SKILLS
 THE ICEBERG
HOW MUCH DO YOU SEE OF AN
ICEBERG?

C O M M U N I C AT I O N
SKILLS
 THE ICEBERG

ONLY 10%
OF ANY
ICEBERG IS
VISIBLE.
THE
REMAINING
90% IS
BELOW SEA
LEVEL.

C O M M U N I C AT I O N
SKILLS
 THE ICEBERG

VISIBLE

10 % ABOVE SEA LEVEL

SEA LEVEL

INVISIBLE
BELOW SEA LEVEL

90 %

C O M M U N I C AT I O N
SKILLS
 THE ICEBERG

The Iceberg phenomena is

also applicable on human
beings

C O M M U N I C AT I O N
SKILLS
 THE ICEBERG

KNOWLEDGE
KNOWN &
TO SKILLS
OTHERS SEA LEVEL

UNKNOWN
TO OTHERS

ATTITUDE

C O M M U N I C AT I O N
SKILLS
 THE ICEBERG

In other words,

C O M M U N I C AT I O N
SKILLS
 THE ICEBERG

KNOWN BEHAVIOR
TO
OTHERS SEA LEVEL

UNKNOWN
TO OTHERS

VALUES STANDARDS - JUDGMENTS

ATTITUDE
MOTIVES ETHICS - BELIEFS

C O M M U N I C AT I O N
SKILLS
WHAT MAKES YOUR LIFE 100% ?
Let each letter of the alphabetic
has a value equals to it sequence
of the alphabetical order:
S K I L L S
19 11 9 12 12 19 = 82
K N O W L E D G E
11 14 15 23 12 5 4 7 5 = 96
H A R D W O R K
8 1 18 4 23 15 18 11 = 98
A T T I T U D E
1 20 20 9 20 21 4 5 = 100

C O M M U N I C AT I O N
SKILLS
THE CAN DO ATTITUDE

You CAN DO everything, but not

all at once.
You CAN DO everything, if its
important enough for you to do.
You CAN DO everything, but you
may not be the best at everything.
You CAN DO everything, but there
will be limitations.
You CAN DO everything, but
youll need help.

C O M M U N I C AT I O N
SKILLS
BEST QUOTES ON POSITIVE ATTITUDE

A positive thought is the seed of a

positive result.
If you dont like something, change it. If
you cant change it, change your
attitude. Dont complain.
The most significant change in a
persons life is a change of attitude.
Right attitudes produce right actions.
Your positive approach will always
bring you where you want to be though
the load is heavy.
C O M M U N I C AT I O N
SKILLS
 Just as toothpaste and
mouthwash are really not the
key to social success, nobody
can give you a communication
pill which will automatically
transform you into a
communication star.
(Myers and Myers, Dynamics of Human
Communication, 1985)

C O M M U N I C AT I O N
SKILLS
WHAT IS COMMUNICATION?

Communication means sharing messages, ideas or

attitudes that produce a degree of understanding
between a sender and a receiver. In everyday
usage, communication implies an attempt to share
meaning by transmitting messages among people
***
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

C O M M U N I C AT I O N
SKILLS
MODELS OF COMMUNICATION

Model 1: The Bulls eye

It suggests that communication is a one way process

C O M M U N I C AT I O N
SKILLS
MODELS OF COMMUNICATION

Model 2: The Ping Pong

The flow of communication can go both ways but only one

way at a time

C O M M U N I C AT I O N
SKILLS
MODELS OF COMMUNICATION

Model 3: Lasswell

Who,
says What,
in which Channel,
to Whom,
and with what Effect

C O M M U N I C AT I O N
SKILLS
MODELS OF COMMUNICATION

Model 4: Transactional
The act of communication is a transaction, a continuous flow of
information in both, or many directions at once

You cannot not communicate

Communication is based on predictability
Communication is a chicken and egg process
Communication occurs at two levels
Communication is a sharing of meaning

C O M M U N I C AT I O N
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COMMUNICATION PROCESS

C O M M U N I C AT I O N
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WAYS & TYPES OF COMMUNICATION
Ways
Spoken words
Written words
Visual image
Body language

Types
Downward communication
Upward communication
Lateral or horizontal
communication

C O M M U N I C AT I O N
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FUNCTIONS OF COMMUNICATION

To warn
To advise
To inform
To persuade
To express opinions
To amuse

C O M M U N I C AT I O N
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WHY DO WE COMMUNICATE?

To satisfy needs that we have within us

To survive physically and as human beings
To feel secured and valued by others
To be involved with others, in relationship
To conduct the everyday business of our
lives
To give and receive information
To play with ideas and stories
To express ourselves
To make sense of the world

C O M M U N I C AT I O N
SKILLS
FORMS OF COMMUNICATION

Differentiation between those words:

Public relations
Marketing
Selling
Advertising
Promotion
Propaganda

Communication to the publics

C O M M U N I C AT I O N
SKILLS
BARRIERS OF COMMUNICATION

Mechanical Semantic Psychological barriers

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

C O M M U N I C AT I O N
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COMMUNICATION BASICS SKILLS

Listening skills
Writing skills
Presentation skills

C O M M U N I C AT I O N
SKILLS
NON VERBAL COMMUNICATION
How can you utilize the Nonverbal cues?

Visual
Tactile
Vocal
Time and Space

C O M M U N I C AT I O N
SKILLS
NON VERBAL COMMUNICATION
How can you utilize the Nonverbal cues?
Visual

Components Examples Meanings Communicated

Image Clothing, hygiene Values, competence

Facial Expressions Frown, smile, sneer Unexpressed feelings
Eye Movements Looking away, staring Intentions, state of mind
Posture Leaning in, slumped Attitude
Gestures Handshake, wave Intentions, feelings

C O M M U N I C AT I O N
SKILLS
NON VERBAL COMMUNICATION
How can you utilize the Nonverbal cues?
Tactile
Components Examples Meanings Communicated
Touch Pat on the back Approval
Gentle touch on an arm Support and concern

Vocal
Components Examples Meanings Communicated

How things are said Loudness, pitch, rate Different meanings e.g
Vocal intonation Rhythm, pitch, clarity Sarcasm, disapproval

C O M M U N I C AT I O N
SKILLS
 NON VERBAL COMMUNICATION
How can you utilize the Nonverbal cues?
Spacial
Components Examples Meanings communicated
Body closeness 0-2 feet Feelings of intimacy
Furniture arrangement Large pieces far apart Formal and serious

C O M M U N I C AT I O N
SKILLS
NON VIOLENT COMMUNICATION
How to communicate positively
Differentiating observation from
evaluation
Differentiating feeling from
thinking
Requesting what we would like in
a way that clearly and specifically
states what we do want

C O M M U N I C AT I O N
SKILLS