Communication Skills

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.

What are the most common ways we communicate? SPOKEN WORDS VISUAL IMAGES WRITTEN WORD BODY LANGUAGE

The Four Main Goals of Communication

1.TO INFORM you are providing information for
use in decision making, but aren't necessarily advocating a course of action

2.TO REQUEST for a specific action by the receiver 3.TO PERSUADE to reinforce or change a receiver's belief about a topic and, possibly, act on the belief 4.TO BUILD RELATIONSHIPS some
messages you send may have the simple goal of building good-will between you and the receiver

Communication Model
Sender - Message (information) is sent by the sender Receiver- Receives the message and responds to message (feedback)

Communication Process
Medium

Barrier SENDER (encodes) RECEIVER (decodes)

Barrier

Feedback/Response

VERBAL COMMUNICATION
provides better opportunities for feedback because it allows for instant clarification as well as observation of body language, and cues by both sender and receiver.

In the process of interpersonal communication, feedback means giving the other information on how his or her behavior is affecting you.

It is not a demand for change but rather the giving of some relevant information.

Feedback

Remember
Before you communicate anything important, you should ask yourself these questions: What am I really trying to say and why? Do I really need to say it? How can I say it more clearly? How can I say it more convincingly or firmly yet tactfully?

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

Hearing Vs Listening
Hearing Physical process, natural, passive Listening Physical as well as mental process, active, learned process, a skill
Listening is hard. You must choose to participate in the process of listening.

FIVE STEPS TO ATTENTIVE LISTENING: S.O.L.E.R

Squarely Lean Open Eye

Relax

VALUE OF LISTENING
Listening to others is an elegant art.

Good listening reflects courtesy and good manners.

Listening carefully to the instructions of superiors improve competence and performance. The result of poor listening skill could be disastrous in business, employment and social relations.

VALUE OF LISTENING
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.

Effective listening involves active listening.

Active Listening + Effective Sharing of Information Effective Communication

What is Effective Communication?

The means through which people exchange information, feelings, and ideas with each other.

ITS ESSENCES :
OCCURS BETWEEN PEOPLE INVOLVES CHANGE IN BEHAVIOUR MEANS TO INFLUENCE OTHERS EXPRESSION OF THOUGHTS AND

EMOTIONS THROUGH WORDS & ACTIONS. TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE. IT IS A SOCIAL AND EMOTIONAL PROCESS.

Remember
Listening is the accurate perception of what is being communicated.

Perception & Communication

The 1st step to better communication: Develop the awareness that our perceptions can direct how and what we communicate.

Perception & Communication

Is communication what a person says (or thought he/she said)? Or is it what the listener hears (or thought he/she heard)?

People see things differently

All people do not "see" the same thing when looking at a visual image.

Perception differs from individual to individual due to ...

Personal Differences

Socio-Economic Differences
Cultural Differences

Examples of Personal Perception Filters

Age Gender Race Past experiences

Examples of Social Economic Filters

Occupation Level of education Environmental factors Family upbringing

Examples of Cultural Differences

Language Customs Belief Systems Historical Perspective

The 3 Parts of Communication

VERBAL - Ability to understand comes from the particular words you say. VOCAL- Ability to understand comes from the way you say the words or excitement in your voice. VISUAL Ability to understand comes from what we see base on body language or appearance

 VERBAL- 10% words VOCAL- 40% voice VISUAL- 50% body language

Picture Your way to Effective Communication

Pitch
High or low; speech experts say low is desirable because it projects and is more pleasant to the employee.

Picture Your way to Effective Communication

Pitch Inflection
Avoid speaking in a monotone use feelings to express an idea or mood. Emphasize key words.

Picture Your way to Effective Communication

Pitch Inflection Courtesy Your employees/coemployees and consumers expect it.

Picture Your way to Effective Communication

Pitch Inflection Courtesy Tone
Its not what you say, but how you say it. Your voice can reflect sincerity, interest, understanding, and sarcasm.

Picture Your way to Effective Communication

Pitch Inflection Courtesy Tone Understanding Adjust your language to your employee, no codes, no jargon.

Picture Your way to Effective Communication

Pitch Inflection Courtesy Tone Understanding Rate

The basic rate is 120 words per minute.

Picture Your way to Effective Communication Pitch Speak clearly to Inflection avoid repetition, Courtesy misunderstanding. Tone Understanding Rate

Enunciation

Visual Communication Elements

Posture
You communicate numerous messages by the way you talk and move. Standing erect and leaning forward communicates to listeners that you are approachable, receptive and friendly. Interpersonal closeness results when you and the listener face each other. Speaking with your back turned or looking at the floor or ceiling should be avoided as it communicates disinterest.

Visual Communication Elements

Hand Gestures
If you fail to gesture while speaking you may be perceived as boring and stiff. A lively speaking style captures the listener's attention, makes the conversation more interesting, and facilitates understanding.

Visual Communication Elements

Facial Expressions
Smiling is a powerful cue that transmits happiness, friendliness, warmth, and liking. So, if you smile frequently you will be perceived as more likable, friendly, warm and approachable. Smiling is often contagious and people will react favorably. They will be more comfortable around you and will want to listen more.

Visual Communication Elements

Eye Contact
This helps to regulate the flow of communication. It signals interest in others and increases the speaker's credibility. People who make eye contact open the flow of communication and convey interest, concern, warmth, and credibility.

Visual Communication Elements

Space
Cultural norms dictate a comfortable distance for interaction with others. You should look for signals of discomfort caused by invading the other person's space. Some of these are: rocking, leg swinging, tapping, and gaze aversion.

REMEMBER
Make your message clear, complete and specific Make your verbal and non-verbal messages consistent Ask for feedback/recap Be courteous and say, Po, Opo, Salamat,

Please

Use the appropriate languages - If spoken to in Tagalog, you should also speak in Tagalog. Avoid Technical languages

Success for YOU

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

Vocal Examples
Monotone and flat Im bored and not interested in what you are saying. Slow Speed and Low Pitch Im depressed and want to be left alone. High Pitched and Empathic Im enthusiastic about the subject. Abrupt Speed and Very Im angry and not open to Loud input. High Pitched and Slow I dont believe what Im Speed hearing.

Benefits of Effective Communication Achieves shared understanding Directs the flow of information Helps people overcome barriers to open discussion Stimulates others to take action to active goals Channels information to encourage people to think in new ways and to act more effectively

Listening is one of the most underrated aspect of EFFECTIVE COMMUNICATION SKILLS. It requires enormous effort to be listening 100% of the time. It is also the most important of the communication process. Effective communication depends upon the ability to truly understand a message. We cannot be effective communicators without listening. Problems in communication arise when people do not openly express their feelings and listeners do not attempt to understand what is being said.

Better than a thousand hollow words, is one word that brings peace. Buddha One kind word can warm three winter months. Japanese proverb You can't not communicate. Everything you say and do or don't say and don't do sends a message to others. If you say what you think, don't expect to hear only what you like. He who speaks without modesty will find it difficult to make his words good.

The superior man is modest in his speech, but excels in his action. [The superior man] acts before he speaks, and afterwards speaks according to his actions

Listen for ideas, not facts ask yourself what they mean Judge content, not delivery, i.e. what they say, not how they say it Listen optimistically don't lose interest straight away Do not jump to conclusions Be flexible, adjust your note-taking to the speaker Concentrate don't start dreaming and keep eye contact Do not think ahead of the speaker you will lose track Work at listening be alert and alive when listening Open your mind practice accepting new information Breathe slowly and deeply Relax physically, get comfortable

ACTIVE LISTENING SKILLS Mentally put yourself in other persons shoes. Keep the conversation on what the speaker says, not on what interests you. Spend more time listening than talking. Let the speaker talk. Do not dominate the conversation and do not interrupt incessantly. Pay attention, never become preoccupied with your own thoughts when others talk, take brief notes to concentrate on what is being said. Do not finish the sentence of others. Ask questions, but do not answer questions with questions. Be aware of biases and perceptions. Control your biases and validate your assumptions. Encourage the speaker, provide feedback and paraphrase to show you are listening. Plan responses after the other person has finished speaking, not while they are speaking. Analyze by looking at all the relevant factors, ask clarifying and open-ended questions. Summarize walk the person through your analysis.

Three Rules of Making a Good First Impression1 Look people in the eye and smile. Eye contact validates the person and engenders trust. Smiling makes you appear happy and confident. Fit in when you want people to feel like they already know you, be a chameleon. You feel comfortable and relaxed with people who are like you. Pace your prospects, synchronize your body language with them to achieve immediate connection. Capture the imagination and you capture the heart. Use sensory-rich language and images so others can see, hear, feel, smell and taste what you mean. COMPETENT FRONTLINER
Eye Contact Eye is one of the most important nonverbal channels you have for communication and connecting with other people. "The cheapest, most effective way to connect with people is to look them into the eye."1 Eyes are not only the "window to the soul", they also answer the critical questions when you are trying to connect: Is he paying attention to what I'm saying? Does this person find me attractive? Does this person like me?1

COMPETENT FRONTLINER
Eye Contact Eye is one of the most important nonverbal channels you have for communication and connecting with other people. "The cheapest, most effective way to connect with people is to look them into the eye."1 Eyes are not only the "window to the soul", they also answer the critical questions when you are trying to connect: Is he paying attention to what I'm saying? Does this person find me attractive? Does this person like me?1

To work effectively with people, take their preferred style of interaction and decision-making into account. Many misunderstandings derive from differences in style. For example, "Perceivers" may see "Judgers" as unwilling to take the time to explore creative options. Conversely, "Judgers" can become irritated by "Perceivers" who may stray from the agenda.. Culture is often at the root of communication challenges. Exploring historical experiences and the ways in which various cultural groups have related to each other is key to opening channels for cross-cultural communication. Becoming more aware of cultural differences, as well as exploring cultural similarities, can help you communicate with others more effectively. Next time you find yourself in a confusing situation, ask yourself how culture may be shaping your own reactions, and try to see the world from the other's point of view... More

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

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