1. Communication Skills

2. Communication can be defined as the transfer of information and ideas from the sender to the receiver with being understood by both the sender and the receiver.

3. Why Communication ?
To establish and disseminate goals of an enterprise.
To develop plans for their achievement.
To organize human and other resources in the most effective and efficient way.

4. Contd…. Why ?
To select, develop, and appraise members of the organization.
To lead, direct, and motivate, and to create a climate in which people want to contribute.
To control performance.

5. The Communication Direction :
Upward Communication
2. Downward Communication
3. Crosswise Communication

6. The Communication Barriers
Filtering
Selective Perception
Values
Creditability

7. Contd…. Barriers Tendency to Evaluate Wrong Expectations Language
Message Overloading

8. Contd… Barriers Defects in the Channel
Physical and Environmental Factors
Pre - Conceived Notion

9. Communication Behaviours
Proposing
Seeking Information
Giving Information
Disagreeing
Building

10. Contd… Behaviours Supporting Defending Attacking
Blocking/ Difficulty Stating
Open

11. Contd… Behaviours Testing Understanding Summarizing Shutting Out
Bringing In

12. Effective Message Transmission
Start with a general framework.
Use logical order to convey details.
Avoid overloading of information and message.
In case of a long message, break it into logical units.
Ask or look for feedback.
Summarize.

13. How to Make Communication Effective
Determine purpose (What/Why ?).
Identify the receiver/ receiver group.
Design message appropriately.
Select appropriate channel.

14. Contd… How to make Anticipate distortions. Use multiple channels.
Use feedback.

15. Overcoming Barriers to communication
Active Listening Skills
Listen with Intensity
Listen with Empathy
Listen with Acceptance
Take responsibility for completeness
Make Eye Contact

16. 2. Feedback Skills
Focus on specific behaviour – Specific rather than general.
Keep feedback impersonal – Negative feedback should be descriptive not judgemental.
Keep feedback goal oriented – Directed toward recipients goals.

17. Contd…. Feedback Skills
Make feedback well timed – Short interval between his/her behaviour and feedback.
Ensure understanding – Transference and understanding.

18. 3. Audience Sensitivity
The basic idea behind these attempts is the ability of the sender to empathise with the receiver.