Basic skills of human communication

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

Communication - Meaning Communication is a dynamic process… through this process we convey a thought or feeling to someone else. how it is received depends on a set of events, stimuli, that person is exposed to. ‘how you say’ ‘what you say’ plays an important role in communication.

Communication is a Series of Experiences of Smell Hearing Seeing Taste Touch

Basic Communication Skills Profile ________________________________________________ Communication Order Learned Extent Used Extent Trained ____________________________________________ Listening First First Fourth Speaking Second Second Third Reading Third Third Second Writing Fourth Fourth First

TOTAL COMMUNICATION PROCESS

You must choose to participate in the process of listening. 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.

Active Listening The process of hearing spoken words and noting nonverbal behavior. Active listening takes energy and concentration.

VALUE OF LISTENING Listening to others is an elegant art. Good listening reflects 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. Good listening skill can improve social relations and conversation.

Myths about Listening Listening and hearing are the same Good readers are good listeners Smarter people are better listeners Listening improves with age Listening skills are difficult to learn

Stages of the Listening Process Hearing Focusing on the message Comprehending and interpreting Analyzing and Evaluating Responding Remembering

Barriers to Active Listening Environmental barriers Physiological barriers Psychological barriers Selective Listening Negative Listening Attitudes Personal Reactions Poor Motivation

Basic reasons we Do Not Listen Listening is Hard Work Superiority Complex Overconfidence Disinterested Competition The Rush for Action Thinking about what we are going to say rather than listening to a speaker Talking when we should be listening Hearing what we expect to hear rather than what is actually said Not paying attention preoccupation, prejudice, self-centeredness

How to Be an Effective Listener What You Think about Listening ? Understand the complexities of listening Prepare to listen Adjust to the situation Focus on ideas or key points Organize material for learning

How to Be an Effective Listener (cont.) What You Feel about Listening ? Want to listen Delay judgment Admit your biases Don’t tune out “dry” subjects Accept responsibility for understanding Encourage others to talk 4. Don’t tune out “dry” subjects. Whenever you are tempted to “tune out” something because you think it will be boring or useless, remember that you cannot evaluate the importance of the message until you have heard it. By then, it is probably too late to ask the speaker to repeat everything that was said; the opportunity to listen effectively will have passed. As was stated earlier, you must intend to listen

How to Be an Effective Listener (cont.) What You Do about Listening ? Establish eye contact with the speaker Take notes effectively Be a physically involved listener Avoid negative mannerisms Exercise your listening muscles Follow the Golden Rule

Improving Listening Skills By not being Preoccupied Being Open Minded & Non Defensive Minimizing Interruptions Effective Listening is: Hearing, interpreting when necessary, understanding the message and relating to it. By Asking Questions

An individual has an idea to communicate Aspects of communication An individual has an idea to communicate SENDER

The idea is encoded Perception Self-concept Family Culture Skills Feelings Attitudes Values SENDER Individuals encode ideas according to their own unique perceptions

The encoded idea is sent in a message SENDER Self-concept Family Culture Skills Feelings Attitudes Values RECEIVER Self-concept Family Culture Skills Feelings Attitudes Values MESSAGE To a receiver who decodes it according to different individual perceptions

The receiver responds with feedback SENDER Self-concept Family Culture Skills Feelings Attitudes Values RECEIVER Self-concept Family Culture Skills Feelings Attitudes Values MESSAGE FEEDBACK Feedback helps to ensure that the message received has been decoded correctly

Channel - the means of conveying the message SENDER Self-concept Family Culture Skills Feelings Attitudes Values RECEIVER Self-concept Family Culture Skills Feelings Attitudes Values MESSAGE FEEDBACK CONTEXT Context - the situation, environment or circumstances of the communication

Interference Interference changes or distorts the message CHANNEL SENDER Self-concept Family Culture Skills Feelings Attitudes Values RECEIVER Self-concept Family Culture Skills Feelings Attitudes Values MESSAGE FEEDBACK CONTEXT Interference changes or distorts the message

The communication process is continuous… CHANNEL SENDER Self-concept Family Culture Skills Feelings Attitudes Values RECEIVER Self-concept Family Culture Skills Feelings Attitudes Values MESSAGE MESSAGE MESSAGE INTERFERENCE FEEDBACK FEEDBACK FEEDBACK CONTEXT

The communication process

Aspects of Communication Sender - the one who conveys the message to another person. Message - the thought, idea, or emotion conveyed. Channel - how the message is sent.

Aspects of Communication (Cont.) Receiver - physiological/ psychological components. Feedback - the receiver’s response to the sender. Influences - Culture, education, emotions and other factors involved.

Feedback Skills Positive vs. Negative Feedback Positive feedback is more readily and accurately perceived than negative feedback Positive feedback fits what most people wish to hear and already believe about themselves Negative feedback is most likely to be accepted when it comes from a credible source if it is objective in form Subjective impressions carry weight only when they come from a person with high status and credibility

Developing Effective Feedback Skills Focus on the specific topic Keep feedback impersonal Keep feedback goal oriented Make feedback well timed Ensure understanding Direct feedback toward a subject that is controllable by the recipient

Barriers in Communication (that have to do with the COMMUNICATOR) Unwillingness to say things differently Unwillingness to relate to others differently Unwillingness to learn new approaches Lack of Self-Confidence Lack of Enthusiasm Voice quality Prejudice

Barriers in Communication (that have to do with the COMMUNICATOR) Disagreement between verbal and non-verbal messages Negative Self Image Lack of Feedback Lack of Motivation and Training Language and Vocabulary Level Lack of Self Awareness

Barriers in Communication (that have to do with the RECEIVER) Selective Perception Unwillingness to Change Lack of Interest in the Topic/Subject Prejudice & Belief System Personal Value System Here-and-Now internal & external factors

External Barriers in Communication Environment The venue The effect of noise Temperature in the room Mood Other People – Status, Education, competition Time

External Barriers in Communication Inappropriate medium Assumptions/Misconception Emotions Language differences Poor listening skills Distractions

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

ESSENTIALS OF COMMUNICATION Dos In case of an interruption, always do a little recap of what has been already said. Always pay undivided attention to the speaker while listening. While listening, always make notes of important points. Always ask for clarification if you have failed to grasp other’s point of view. Repeat what the speaker has said to check whether you have understood accurately.

ESSENTIALS OF COMMUNICATION DON’Ts 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 won’t be heard.

ESSENTIALS OF COMMUNICATION DON’Ts 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.

How to improve existing level of communication? Improve language. Improve pronunciation. Work on voice modulation. Work on body language. Read more Listen more Avoid reading or watching or listening unwanted literature, gossip, media presentation etc.

How to improve existing level of communication? Interact with qualitative people. Improve knowledge on topic of discussion, Practice meditation & good thoughts. Think and speak. Do not speak too fast. Use simple vocabulary. Do not speak only to impress someone. Look presentable and confident.

Success for YOU… …in the new global and diverse workplace requires excellent communication skills!