1. Effective Communication Skills

2. Objectives Define and understand communication and the communication process List and overcome the filters/barriers in a communication process Practice active listening Tips to improve verbal and non verbal communication

3. What are the most common ways we communicate? Spoken Word Written Word Visual Images Body Language

4. 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 another’s and arrive intact, complete, and coherent.

5. The Communication Process SENDER (encodes) RECEIVER (decodes) Barrier Medium Feedback/Response

6. Types of Communication One-way communication Two-way communication One to many

7. Components of Communication Verbal Communication Vocal communication Non-verbal communication

8. Features of Effective Communication Active Listening Eye contact Posture Simple language Questioning skills

9. Benefits of effective communication Quicker problem solving Better decision making Steady work flow Strong business relations Better professional image

10. Barriers to communication Noise Inappropriate medium Assumptions/Misconceptions Emotions Language differences Cultural differences Poor listening skills Use of jargon Distractions

11. 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.

12. Active Listening The process of recognizing, understanding, and accurately interpreting communicated messages and responding to spoken and/or nonverbal messages. Steps to Effective Listening: Hearing Interpretation Evaluation Respond

13. Tips to become a better listener Don’t talk – listen. Don’t jump to conclusions. Listen between the lines. Ask questions/paraphrase. Don’t get distracted by the environment. Keep an open mind. Be willing to listen to someone else’s point of view and ideas. Provide feedback. Take advantage of your brain power.

14. o Eliminate Noise o Get Feedback – Verbal & Body Signals o Speak Slowly & Rephrase your sentence o Don’t Talk down to the other person o Listen Carefully & Patiently Improving Verbal Communication-Tips

15. Improving Body Language - Tips Keep appropriate distance Touch only when appropriate Take care of your appearance Be aware - people may give false cues Maintain eye contact Smile genuinely

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

17. Questions