1. EFFECTIVE COMMUNICATION SKILLS
STEPHEN NJUGUNA

2. Objectives After going through this unit you should be able to:
Understand the process of communication;
Identify different styles of communication and use them in appropriate situations;
Develop your presentation skills and listening skills;
Improve your communication skills when you communicate with your peers, colleagues, customers and social circle.

3. Communication
Transferring information from one part of the business to another that leads to some outcome, changed behaviour or changed practice
“the social glue … that continues to keep the organization tied together”
A transactional process that involves an exchange of ideas, information, feelings, attitudes or beliefs and impressions.

4. Communication
A cultural interaction with people in groups for conversing and sharing ideas in social gatherings.
A disseminating process that involves passing on information to the masses through media.
Formal Communication – established and agreed procedures
Informal Communication – channels not formally recognised – ‘the grapevine’

5. Communication Process
The communication process for business organizations is much like the communication process between other individuals and groups.

7. Steps in Communication Process
Idea-Information exists in the mind of the sender
Encoding- Putting the idea (thought) in a form that the receiver will understand.
The channel- medium that the sender uses to transmit the message to the receiver
Decoding-Interpreting the message by the receiver
Feedback- to show that the message has been understood

8. Flow of Communication Downward- from management to the employees
Upward- from employees to the management
Horizontal-same levels of hierarchy in an organization

9. Flow of Communication
Diagonal- between a manager and employees of other workgroups
External- between a manager and external groups such as - suppliers, vendors, banks, financial institutes

10. Styles of Communication
Aggressive
Passive
Assertive

11. Styles of Communication
Aggressive Style:
One always stands up for own’s rights. Sometimes in violation of other’s rights.
They give the impression of being superior in attitude, domineering and self-important.
They think their feelings are more important than those of other people.
They ignore or dismiss the needs, wants and opinions, feelings or beliefs of others.
These types of communicators often face disrespect from others.

12. Styles of Communication
Passive Style:
Communicator put others’ rights before his and thus reduce his own self-worth.
They always consider themselves to be inferior to others.
They fail to express their needs, wants, feelings, opinions and beliefs and express them apologetically.
They have an overly soft voice with an apologetic demeanor.
They suffer from poor self-esteem and are heavily dependent on others for support and recognition.

13. Styles of Communication
Assertive Style
Communicator stands up for owns rights while having respect for other people’s rights.
They give equal importance to both others’ as well as to their own rights. They deal with people on equal terms.
They exude confidence in whatever they do and always own up responsibility for their actions.
These people are positive with a high self-esteem. As they give respect to all they also get it back in abundance.

14. Good Communication Skills For A Manager
Acknowledge others communicating with you verbally and non-verbally.
Give examples: Using personal experiences is a helpful way to communicate your ideas.
Maintain a positive attitude: communicate with a positive attitude whenever you speak. People will be more interested in what you say.

15. Good Communication Skills For A Manager
Listen actively: Listening is the key in developing any type of relationship.
Interpret: Read between the lines of what is being said. Some people have a hard time expressing themselves. You can help them by trying to interpret what they mean.

16. How to communicate in different situations
Face-to-face:
Be simple and direct in your responses.
Match your non verbal cues with what you are saying. Use hand gestures or other body language to give a positive impression about your intent.
Even if you disagree about something, say so in clear terms but use appropriate language without getting too personal.
Stay focused on the topic, not on the person.

17. How to communicate in different situations
Public Speaking:
Prepare, if you have the time, with good research and mentally organize your thoughts.
Use audio-visual aids to support what you want to say.
Make eye contact with different members of the audience but do not stay focused on one person.

18. How to communicate in different situations
Avoid long winded sentences.
Do not show impatience even if the audience asks simple questions to issues that you may have discussed in your speech.
Treat the audience with respect.

19. How to communicate in different situations
Meetings:
Whether you are chairing a meeting or participating in it, follow certain protocol to ensure that the meeting achieves its objective.
First understand the objective of the meeting.
If chairing, it is your responsibility to ensure that the objective is clearly articulated.

20. How to communicate in different situations
Meetings:
Explain why the participants are present and their role in the meeting.
As a participant, you must use active listening skills and demonstrate your interest in the topic with appropriate body language.
Do not get too personal.

21. Effective communication helps the business in:
Saving time
Efficient utilization of Resources
Effective coordination and issuing instructions

22. Barriers to effective communication
Ability of the sender to understand the message.
Content – including technicalities and jargon
Method of communication – including style and body language where appropriate
Skills and attitude of the receiver

23. Barriers to effective communication
Organisational factors – complexity of the organisation, scope of the organisation
Inappropriate target for the message
Technical capabilities – ICT

24. Class Exercise Personal Experience
Share with the class instances where ineffective communication has been a cost to your business.
From this experience what have you started doing differently to avoid the same experience?

25. THANK YOU