1. Significance and Role of Communication Skills

2. Overview Definition of Communication Reasons for Communication
Importance of Communication
Components of Communication
Process of Communication
Exercise

3. What is Communication?
Communication is an exchange of feelings, ideas, and information, whether by speaking, writing, signals, or behaviors.

4. Communication Goals

5. Importance of Communication
Organizational / Functional:
greater information access and awareness
Improves coordination:
reduces logical gaps
Encourages cooperation:
helps bring everyone in the mainstream
Gives a direction:
tasks and activities
Morale and empowerment

6. Decision making aid
Speeds up the organizational processes
Better focus on customer requirements
Generates a greater sense of organizational commitment and involvement
A problem solving tool:
by clarity, precision and feedback

7. Communication is not one way
This means that for real communication to take place, there must be interaction, with each player participating.
Boss
Employee

8. Communication Misconceptions
Communication will solve all problems
Communication is always positive
More communication is better
Words carry meanings
Communication is a natural ability
Communication will solve all problems: It may result in creating new problems.
Communication is always positive: It may be positive or negative.
More communication is better: more negative communication will result in more negative results. Quality is more important than quantity.
Words carry meanings: nonverbal communication will carry most of the meanings.
Communication is natural ability: You can develop and sharpen communication skills.

9. Effective Communication
The process of sending a message in such a way that the message received is as closed in meaning as possible to the message intended.
Feedback is crucial for effective communication

10. Importance of Effective Communication
Saves time
Can prevent misunderstandings
Instills confidence
Brings improvement in speaking & listening abilities, interacting, writing and persuading
Helps in coordinating, collating & issuing instructions

11. Components of Communication
Sender/Encoder/Speaker
Receiver/Decoder/Listener
Context
Message
Channel & Medium
Feedback

12. Encode (verbal and nonverbal) Interact with feedback
Communication Process
Noise
Sender
Start with a meaning/ message to send
Encode (verbal and nonverbal)
Send message
Interact with feedback
Communication
Channels
Report/Phone/
Meeting/Computer
Receiver
Receive message
Decode and Convert to Meaning
Respond
message
Feedback

13. CHECKLIST FOR THE SENDER
Align verbal and non verbal signals
Check assumptions
Be precise and clear
Be aware of receiver’s needs and background
Minimize interference
Ask for feedback
Appropriate time and environment
Seven Cs— Credibility/Completeness, Courtesy, Clarity, Conciseness, Correctness, Consistency

14. CHECKLIST FOR THE RECEIVER
Listen Actively
Suspend Judgment -- keep an open mind
Clarify -- Check the exact meaning
Paraphrase -- tell them what they told you
Summarize -- reflect on the main points
Analyze feelings -- see what is really meant by observing body signs

15. Positive Feedback

16. Benefits of Effective Communication
Quicker problem solving
Stronger decision making
Increased productivity
Steadier work flow
Stronger business relationships
Clearer promotional materials
Enhanced professional image
Improved stakeholder response

17. Critical success factor for life
The majority of your perceived ability comes from how you communicate
30% What you know
70% How you
communicate it
Source: CGAP Direct

18. 7 C’s of communication C’s Relevance
Credibility/ Builds trust Completeness

19. Example: “I need a television.”
COMPLETENESS
Example: “I need a television.”

20. 7 C’s of communication C’s Relevance
Credibility/ Builds trust Completeness
Courtesy Improves relationships

21. Focus on “You” Instead of “I” or “We”
Using “you” does help project a you-attitude. But overuse can lead to a negative reaction.
Example
We-Attitude: I Am delighted to announce that we will be extending our hours to make shopping more convenient.
You-Attitude: You will be able to shop evenings with the extended hours.

22. Be Sincerely Tactful, Thoughtful, and Appreciative
Tactless, Blunt
More Tactful
Stupid letter; I can’t understand any of it.
Clearly, you did not read my latest fax.
It’s my understanding…
Sometimes my wording is not precise; let me try again

23. 7 C’s of communication C’s Relevance
Credibility / Builds trust Completeness
Courtesy Improves relationships
Clarity Makes comprehension easier

24. Avoid unfamiliar vocabulary
Two humans ascended a geological protuberance to collect a hybrid of oxygen whose quantity isn’t specified. One member descends dramatically suffering mechanical damage to the cranial part of his anatomical structure. The second member follows the first in a similar series of rapid irregular disturbing movements.

25. Use simple words
Jack and Jill went up the hill to fetch a pail of water.
Jack fell down and broke his crown and Jill came tumbling after.

26. 7 C’s of communication C’s Relevance
Credibility / Builds trust Completeness
Courtesy Improves relationships
Clarity Makes comprehension easier
Correctness Builds confidence
Consistency Introduces stability
Concreteness Reinforces confidence

27. Use Specific Facts and Figures
Vague, General, Indefinite
Student GMAT scores are higher.
Concrete, Precise
In 1996, the GMAT scores averaged 600; by 1997 they had risen to 610.

28. Choose Vivid, Image-Building Words
Business writing uses less figurative language than does the world of fiction.
Bland Image
This is a long letter.
More Vivid Images
This letter is three times as long as you said it would.

29. 7 C’s of communication C’s Relevance
Credibility/ Builds trust Completeness
Courtesy Improves relationships
Clarity Makes comprehension easier
Correctness Builds confidence
Consistency Introduces stability
Concreteness Reinforces confidence
Conciseness Saves time

30. 4S’s of communication S’s Relevance Shortness Economizes
Simplicity Impresses
Strength Convinces
Sincerity Appeals

31. Write with a ‘you ‘ attitude
Exercise 1
Write with a ‘you ‘ attitude
  I want to send my congratulations for ---
We will ship soon the goods your May 4 order--

32. Write with a ‘you ‘ attitude
Exercise 2
Write with a ‘you ‘ attitude
May I take this opportunity to express my thanks for the account you recently opened with our store. We are pleased to furnish a wide variety of products for the home of the individual customer. We want you to take full advantage of the store services, for we have the largest store in the city. Also we make deliveries for our customer free of charge with in a 30 miles radius of our store.We welcome you to Ebony. If we can be of additional help please let us know .

33. Avoid negative – unpleasant words
Exercise 3
Avoid negative – unpleasant words
It is impossible to open an account for you today.
We don’t refund if the returned item is soiled and unusable.

34. Show courtesy by avoiding tactless & blunt language.
Exercise 4
Show courtesy by avoiding tactless & blunt language.
Your letter is not clear at all
Obviously, if you would read your policy carefully you will be able to answer these questions yourself.

35. Exercise 5
Rewrite the following in concrete form as the sentences are too general and vague.
This computer reproduces campaign letters fast
 Our product has won several prizes.
 These brakes stop a car within a short distance.

36. Exercise 6
Use vivid image building words – adjectives, and use less of abstract nouns
The camera has a system that gives good pictures.