2. 14/02/20141.1.1 Presentation on Effective Communication Skills

3. 2 Effective Communication Skills 14/02/2014

4. 3 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 14/02/2014

5. 4 What are the most common ways we communicate? Spoken Word Written Word Visual Images Body Language 14/02/2014

6. 5 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. 14/02/2014

7. 1.1.6 The Communication Process

8. 7 Types of Communication One-way communication Two-way communication One to many 14/02/2014

9. 8 Components of Communication Verbal Communication Vocal communication Non-verbal communication 14/02/2014

10. 9 Features of Effective Communication Active Listening Eye contact Posture Simple language Questioning skills 14/02/2014

11. 10 Benefits of effective communication Quicker problem solving Better decision making Steady work flow Strong business relations Better professional image 14/02/2014

12. Video on communication Bush communication Video 14/02/20141.1.11

13. 12 Barriers to communication Noise Inappropriate medium Assumptions/Misconceptions Emotions Language differences Cultural differences Poor listening skills Use of jargon Distractions 14/02/2014

14. 13 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. 14/02/2014

15. 14 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 14/02/2014

16. Activity A game on communication 14/02/20141.1.15

17. 16 Test…listening skills 14/02/2014

18. 17 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. 14/02/2014

19. Ten Misconception about Listening 1.Listening is a matter of intelligence. FACT: Careful listening is a learned behavior. 2.Speaking is more important than listening in the communication process. FACT: Speaking and listening are equally important. 3.Listening is easy and requires little energy. FACT: Active listeners undergo the same physiological changes as a person jogging. 14/02/20141.1.18

20. 4.Listening and hearing are the same process. FACT: Listening is a conscious, selective process. Hearing is an involuntary act. 5.Speakers are able to command listening. FACT: Speakers cannot make a person really listen. 6.Hearing ability determines listening ability. FACT: Listening happens mentally— between the ears. 14/02/20141.1.19 Ten Misconception about Listening

21. 7.Speakers are totally responsible for communication success. FACT: Communication is a two-way process. 8.Listening is only a matter of understanding a speaker’s words. FACT: Nonverbal signals also help listeners gain understanding. 14/02/20141.1.20 Ten Misconception about Listening

22. 9.Daily practice eliminates the need for listening training. FACT: Without effective listening training, most practice merely reinforces negative behaviors. 10.Competence in listening develops naturally. FACT: Untrained people listen at only 25 percent efficiency. 14/02/20141.1.21 Ten Misconception about Listening

23. 22 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 to the feedback Improving Verbal Communication-Tips 14/02/2014

24. Guidelines for giving & receiving Feedback Make sure your comments are intended to help recipient. Speak directly and with feeling. Describe what the person is doing and the effect the person is having. Don’t be threatening or judgmental. Be specific, not general (use clear and recent examples). Give feedback when the recipient is open to accepting it. Check to ensure the validity of your statements. Include only things the receiver can do something about. Don’t overwhelm the person with more than that can be handled. 14/02/20141.1.23

25. 24 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 14/02/2014

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27. 26 …in the present work environment, diverse workplace requires excellent communication skills! Success for YOU… 14/02/2014

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29. 14/02/20141.1.28