1. Communication Skills
Dr Vasuprada Kartic
for
PGDCPM,
NAC

2. Elements of Communication
The communication process is made up of various elements. These elements are communicators (senders), messages, receivers, channels (written words, sound, sight, radio, and television), feedback, noise, and setting.

3. Total Communication Process

4. Seven communication skills
There are many ways to communicate. Your ability to read, listen, think, study, write, remember, and speak are the seven communication skills that will help you to express your feelings, knowledge, and ideas. Communication is innate within everybody;

5. Overview Functions of Communication The Communication Process
Communication Fundamentals
Key Communication Skills

6. Functions of Communication
Control
Motivation
Emotional Expression
Information

7. The Communication Process
Source
Encoding
Channel
Decoding
Receiver
Feedback

8. Communication Fundamentals
Direction:
Downward
Upward
Crosswise
Networks:
Formal vs. Informal

9. Communication Networks
Wheel
All Channels
Chain

10. Barriers to Effective Communication
Filtering
Selective Perception
Emotions
Language

11. Some Barriers Unwillingness to change the way of speech
Unwillingness to listen without interrupting
Unwillingness to believe that the others may have something important to say
Believing that listening is below one’s dignity, that others may believe they are superior.

12. Key Communication Skills
Listening Skills
Feedback Skills
Presentation skills

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

14. Meaning Listening Is With The Mind Hearing With The Senses
Listening Is Conscious.
An Active Process Of Eliciting Information
Ideas, Attitudes And Emotions
Interpersonal, Oral Exchange

15. Fallacies about Listening
Listening is not my problem!
Listening and hearing are the same
Good readers are good listeners
Smarter people are better listeners
Listening improves with age
Learning not to listen
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, stero-type)
Listening skills are difficult to learn

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

17. Rules for good listening
Asking questions will help the person clarify what he/she is telling you. You can show you understand by paraphrasing - repeating in your own words what the person has said.
Looking beyond the actual words to acknowledge the feelings lets the person speaking know that you are trying to see things from his or her perspective. Even though you may not agree, you will have shown that you care and that will help you to work out differences.

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

19. 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
Capitalize on the speed differential
Organize material for learning

21. 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

23. 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

24. 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

25. Developing Effective Feedback Skills
Focus on specific behaviours
Keep feedback impersonal
Keep feedback goal oriented
Make feedback well timed
Ensure understanding
Direct feedback toward behaviour that is controllable by the recipient

26. The communicator is the originator of the message
The communicator is the originator of the message. The speaker, writer, artist, and architect are all communicators.
The message is made up of ideas, data, and feelings the communicator wants to share. The medium may be a speech, essay, painting, or building. ·

27. The channel is the route traveled by the message as it goes between the communicator and the receivers. Airways may provide the channel for communicating the speaker’s message; light waves are the channels for the writer, artist, and architect. .

28. The receiver is one or more individuals for whom the message is intended. The communicator must gain the receiver’s attention to have effective communication.
Feedback allows communicators to find out whether they are “getting through” to the receivers. You get feedback from your instructors, your parents, and your friends.

29. Noise
It is the interference that keeps a message from being understood. Physical noise keeps a message from being heard. For example, the physical noise of a loud television program may interfere with reading a letter. Psychological noise occurs when the communicators and the receivers are distracted by something. For instance, the psychological noise caused by hunger can prevent concentration. COMMUNICATING EFFECTIVELY

30. Barriers in Communication
Inappropriate medium:
Assumptions
Misconceptions
Emotions
Language difference
Poor listening Skills
Distractions

31. Verbal symbols utilize the words in a language to stand for a particular thing or idea.
Nonverbal symbols allow us to communicate without using words.
Communication is non verbal when it includes the following

32. ❚ Eye contact
❚ Facial expressions
❚ Body language
❚ Tone of voice
❚ Emphasis
❚ Deliberate silence
❚ Timing
❚ Appearance
❚ Touch
❚ Hand movements

33. Eye contact
Never should the eyes be shifting , looking at other things / people other than those we are addressing.
Do not stare at people .
Blinking is to be balanced.

34. Facial expressions
Face gives us away much before the spoken word. Especially when we are trying to listen to difficult things , mentally, psychologically.
Negative and positive emotions are seen on the face.

35. Body language
Whether we are attentive or bored the way the body posture reflects this is very accurate.
Slouching indicates disinterest or tiredness.
Sitting forward interest
Legs stretched out in front of authority figures -arrogance , insolence.

36. Tone of voice Too low voice: Quivering tone: Raised voice:
Hushed tones:
Whispers:

37. Emphasis
Where the emphasis is put while saying a sentence conveys the meaning in a different way. Exercise

38. Deliberate Silence
Silence is the most powerful communicator.

39. Timing
How fast or slow something is said.

40. Distractive fillers
Sounds like “ummm” , phrases like “ you see…..” , unnecessary “ I know” “ uh haa” etc …can cause more distraction to the person who either speaking or listening .

41. Appearance
Formal, informal, special occasions all have their own code of dressing.
Over dressing
Underdressing, too casual
too formal etc

42. Touch
Friendly touch
Comforting touch
Angry slap

43. Hand movements Too much dependence on hand movements
They say “ Tie an Italian’s hands and he cannot speak” !
Dancers hand movements convey many things.

44. Direction of Communication
Communication is
Downwards:
Upwards:
Lateral:
Horizontal:
What happens in everyday police interactions? How do we want it?
Exercise

45. Listen carefully: we are not really listening but thinking about what we are going to say next.
We believe we are listening but we can be lost in the emotions that are generated the moment the first sentence is spoken by the other person.

46. How to say? Think before you say Using simple language
Knowledge about what is to be conveyed
Speak clearly audibly
Do not mutter in anger or shout.
Do not assume that the other person is understanding everything that you are saying.

47. Empathy in communication
Seeing the other’s point of view: how much can we learn when seeing from the other’s perspective ?
Exercise

48. Positive response to criticism: this can be achieved only when we are able to think from the other’s perspective . Try to be in the other’s shoes.
Exercise

49. When wrong
Own what’s yours: Being courageous enough to accept if you have made any mistake .
Admitting that you have been wrong is not an insult, actually it’s a very positive quality.
Allow the other also to start in this same direction. Give them an opportunity to concede gracefully.

50. Use ‘I’ messages: putting the focus on what you are feeling will ensure that the other person does not get defensive and emotional. They don’t feel attacked. This process is less accusatory and ensures that the others remain open and engaged.

51. Take time out: when things are getting too heated up , it’s better to stop than to continue as the communication as such stops .
The rational thought s and the controlled speech give way to irrational , uncontrolled speech and actions.

52. Come back with a constructive attitude:
Never should an unresolved issue or communication that has gone awry , be left.
There has to be a constructive restart to the unfinished communication .

53. Written Exercises Formal Superiors Sub-ordinates Peers/Colleagues
Informal
Same as above
Family, Friends

54. Thank You!