COMMUNICATION SKILLS

DEFINITION Communication is a dynamic process… Through this process we convey a thought or feeling to someone else. How it is received depends on a set of events, stimuli, that person is exposed to. How you say what you say plays an important role in communication.

COMMUNICATION IS A SERIES OF EXPERIENCE OF… Hearing Smell Taste Seeing Touch

COMMON WAYS TO COMMUNICATE Speaking Writing Visual image Body language

LEVELS OF COMMUNICATION VERBAL Intra verbal: intonation of word and sound Extra verbal: implication of words and phrases, semantics NON-VERBAL Gestures Postures Movements SYMBOLIC

TYPES OF COMMUNICATION On the basis of organization relationship Formal Informal On the basis of flow Vertical Horizontal Crosswise/Diagonal On the basis of expression Oral Written gesture

BARRIERS TO COMMUNICATION Semantic Barriers Emotional or Psychological Barriers Organizational barriers Personal Barriers

SEMANTIC BARRIERS Symbols with different meaning Badly expressed message Faulty translation Un clarified assumption Specialist’s language

EMOTIONAL OR PSYCHOLOGICAL BARRIERS Premature evolution Inattention Loss of transmission & poor retention Undue reliance on the written world Distrust of communication Failure to communicate

ORGANIZATIONAL BARRIERS Organizational policy Organization rules & regulation Status relation Complexity in organization

PERSONAL BARRIERS Barriers in Superior Barriers in Subordinates Attitude of superior Fear of challenge of authority Lack of time Lack of awareness Barriers in Subordinates Unwillingness to communicate Lack of proper incentive

WAYS TO OVERCOME BARRIERS TO COMMUNICATION Understand others see things differently to you. Get feedback from the receiver. As often as possible, speak face-to-face. Use language that fits the audience. Use the right communication channel. Have integrity and honesty in your communications. Make it easy for others to listen to you.

WAYS TO OVERCOME BARRIERS TO COMMUNICATION Eliminating differences in perception Use of Simple Language Reduction and elimination of noise levels Active Listening Emotional State Simple Organizational Structure Avoid Information Overload Give Constructive Feedback Proper Media Selection Flexibility in meeting the targets

COMMUNICATION PROCESS

THE 7C’S OF EFFECTIVE COMMUNICATION Completeness Conciseness Consideration Clarity Concreteness Courtesy correctness

COMPLETENESS The information conveyed in the message should be complete for the communication to be effective. The sender must take into consideration the receiver's mind set and convey the message accordingly. Complete communication enhances the reputation of the organization. Complete information always gives additional information wherever required, it leaves no question in the minds of the receiver. Complete information helps in better decision making as it serves all the desired and crucial information. Complete information persuades the audience.

CONCISENESS Conciseness means communicating what you want to convey in least possible words. Conciseness is a necessity for effective communication. Concise communication provides short and essential message in limited words. Concise message is more appealing and comprehensive to the audience. Concise messages are non repetitive in nature.

CONSIDERATION Effective communication must take audience into consideration by knowing the viewpoints, back ground, mindset, educational level, etc. Consideration implies 'stepping into the shoes of others'. Consideration ensures that the self respect of the audience is maintained and their emotions are not harmed. Consider the needs and requirements of the audience to achieve effective communication.

CLARITY Clarity implies emphasizing on a specific goal or objective at a time, rather than trying to move away from track. Clarity helps to understand the message easily. Complete clarity of thoughts and ideas enhances the meaning of message. •Clarity comes with the use of exact, appropriate and concrete words.

CONCRETENESS Concrete communication implies being particular and clear rather being fuzzy and general. Concrete communication shows good level of confidence. Concrete information helps to strengthen the reputation of the organization. Concrete information cannot be misinterpreted.

COURTESY Courtesy means being polite, kind, judicious, enthusiastic and convincing. Courtesy is an important element of effective communication. Courtesy reflects the nature and character of the sender of the message. It is the same as give respect and then expect the same. Courtesy is not at all bias in nature.

CORRECTNESS Correctness in the communication implies that the correct information is conveyed through message. Correct communication boosts up the confidence level of the sender. Correct information has greater impact on the audience. "Free from grammatical errors and use of appropriate and correct language. Correct information includes the precision and accurateness of facts and figures used in the message.

VERBAL COMMUNICATION What to say? How to say? Whom to say? When to say? What you should not say?

HOW TO IMPROVE YOUR COMMUNICATION SKILLS AT WORK Empathies with the other person by understanding how they might be impacted by what you say Know how to read no verbal communication signs such as body language Improve your listening skills Be clear and to the point Ask open ended questions Tell people what you can do rather than what you cannot do. If you do not have something nice to say then do not say anything at all.