2 CommunicationCommunication is the art of transmitting information, ideas and attitudes from one person to another.Communication is the process of meaningful interaction among human beings
3 Communication - Meaning 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.
4 Communication is a Series of Experiences of SmellHearingSeeingTasteTouch
5 Basic Communication Skills Profile ________________________________________________Communication Order Learned Extent Used Extent Trained____________________________________________Listening First First FourthSpeaking Second Second ThirdReading Third Third SecondWriting Fourth Fourth First
7 You must choose to participate in the process of listening. Hearing Vs. ListeningHearing – Physical process, natural, passiveListening – Physical as wellas mental process, active,learned process, a skillListening is hard.You must choose to participate in the process of listening.
8 Active ListeningThe process of hearing spoken words and noting nonverbal behavior.Active listening takes energy and concentration.
9 VALUE OF LISTENING Listening to others is an elegant art. Good listening reflects good manners.Listening carefully to the instructions of superiors improve competence and performance.The result of poor listening skill could be disastrous in business, employment and social relations.Good listening skill can improve social relations and conversation.
10 Myths about Listening Listening and hearing are the same Good readers are good listenersSmarter people are better listenersListening improves with ageListening skills are difficult to learn
11 Stages of the Listening Process HearingFocusing on the messageComprehending and interpretingAnalyzing and EvaluatingRespondingRemembering
12 Barriers to Active Listening Environmental barriersPhysiological barriersPsychological barriersSelective ListeningNegative Listening AttitudesPersonal ReactionsPoor Motivation
13 Basic reasons we Do Not Listen Listening is Hard WorkSuperiority ComplexOverconfidenceDisinterestedCompetitionThe Rush for ActionThinking about what we are going to say rather than listening to a speakerTalking when we should be listeningHearing what we expect to hear rather than what is actually saidNot paying attentionpreoccupation, prejudice, self-centeredness
14 How to Be an Effective Listener What You Think about Listening ?Understand the complexities of listeningPrepare to listenAdjust to the situationFocus on ideas or key pointsOrganize material for learning
15 How to Be an Effective Listener (cont.) What You Feel about Listening ?Want to listenDelay judgmentAdmit your biasesDon’t tune out “dry” subjectsAccept responsibility for understandingEncourage others to talk4. Don’t tune out “dry” subjects. Whenever you are tempted to “tune out” something because you think it will be boring or useless, remember that you cannot evaluate the importance of the message until you have heard it. By then, it is probably too late to ask the speaker to repeat everything that was said; the opportunity to listen effectively will have passed. As was stated earlier, you must intend to listen
16 How to Be an Effective Listener (cont.) What You Do about Listening ?Establish eye contact with the speakerTake notes effectivelyBe a physically involved listenerAvoid negative mannerismsExercise your listening musclesFollow the Golden Rule
17 Improving Listening Skills By not being PreoccupiedBeing Open Minded & Non DefensiveMinimizing InterruptionsEffective Listening is: Hearing, interpreting when necessary, understanding the message and relating to it.By Asking Questions
18 An individual has an idea to communicate Aspects of communicationAn individual has an idea to communicateSENDER
19 The idea is encoded Perception Self-conceptFamilyCultureSkillsFeelingsAttitudesValuesSENDERIndividuals encode ideas according to their own unique perceptions
20 The encoded idea is sent in a message SENDER Self-concept Family Culture Skills Feelings Attitudes ValuesRECEIVER Self-concept Family Culture Skills Feelings Attitudes ValuesMESSAGETo a receiver who decodes it according to different individual perceptions
21 The receiver responds with feedback SENDER Self-concept Family Culture Skills Feelings Attitudes ValuesRECEIVER Self-concept Family Culture Skills Feelings Attitudes ValuesMESSAGEFEEDBACKFeedback helps to ensure that the message received has been decoded correctly
22 Channel - the means of conveying the message SENDER Self-concept Family Culture Skills Feelings Attitudes ValuesRECEIVER Self-concept Family Culture Skills Feelings Attitudes ValuesMESSAGEFEEDBACKCONTEXTContext - the situation, environment or circumstances of the communication
23 Interference Interference changes or distorts the message CHANNEL SENDER Self-concept Family Culture Skills Feelings Attitudes ValuesRECEIVER Self-concept Family Culture Skills Feelings Attitudes ValuesMESSAGEFEEDBACKCONTEXTInterference changes or distorts the message
24 The communication process is continuous… CHANNELSENDER Self-concept Family Culture Skills Feelings Attitudes ValuesRECEIVER Self-concept Family Culture Skills Feelings Attitudes ValuesMESSAGEMESSAGEMESSAGEINTERFERENCEFEEDBACKFEEDBACKFEEDBACKCONTEXT
26 Aspects of Communication Sender - the one who conveys the message to another person.Message - the thought, idea, or emotion conveyed.Channel - how the message is sent.
27 Aspects of Communication (Cont.) Receiver - physiological/ psychological components.Feedback - the receiver’s response to the sender.Influences - Culture, education, emotions and other factors involved.
28 Feedback Skills Positive vs. Negative Feedback Positive feedback is more readily and accurately perceived than negative feedbackPositive feedback fits what most people wish to hear and already believe about themselvesNegative feedback is most likely to be accepted when it comes from a credible source if it is objective in formSubjective impressions carry weight only when they come from a person with high status and credibility
29 Developing Effective Feedback Skills Focus on the specific topicKeep feedback impersonalKeep feedback goal orientedMake feedback well timedEnsure understandingDirect feedback toward a subject that is controllable by the recipient
30 Barriers in Communication (that have to do with the COMMUNICATOR) Unwillingness to say things differentlyUnwillingness to relate to others differentlyUnwillingness to learn new approachesLack of Self-ConfidenceLack of EnthusiasmVoice qualityPrejudice
31 Barriers in Communication (that have to do with the COMMUNICATOR) Disagreement between verbal and non-verbal messagesNegative Self ImageLack of FeedbackLack of Motivation and TrainingLanguage and Vocabulary LevelLack of Self Awareness
32 Barriers in Communication (that have to do with the RECEIVER) Selective PerceptionUnwillingness to ChangeLack of Interest in the Topic/SubjectPrejudice & Belief SystemPersonal Value SystemHere-and-Now internal & external factors
33 External Barriers in Communication EnvironmentThe venueThe effect of noiseTemperature in the roomMoodOther People – Status, Education, competitionTime
34 External Barriers in Communication Inappropriate mediumAssumptions/MisconceptionEmotionsLanguage differencesPoor listening skillsDistractions
35 ESSENTIALS OF COMMUNICATION Dos Always think ahead about what you are going to say.Use simple words and phrases that are understood by every body.Increase your knowledge on all subjects you are required to speak.Speak clearly and audibly.Check twice with the listener whether you have been understood accurately or not
36 ESSENTIALS OF COMMUNICATION Dos In case of an interruption, always do a little recap of what has been already said.Always pay undivided attention to the speaker while listening.While listening, always make notes of important points.Always ask for clarification if you have failed to grasp other’s point of view.Repeat what the speaker has said to check whether you have understood accurately.
37 ESSENTIALS OF COMMUNICATION DON’Ts Do not instantly react and mutter something in anger.Do not use technical terms & terminologies not understood by majority of people.Do not speak too fast or too slow.Do not speak in inaudible surroundings, as you won’t be heard.
38 ESSENTIALS OF COMMUNICATION DON’Ts Do not assume that every body understands you.While listening do not glance here and there as it might distract the speaker.Do not interrupt the speaker.Do not jump to the conclusion that you have understood every thing.
39 How to improve existing level of communication? Improve language.Improve pronunciation.Work on voice modulation.Work on body language.Read moreListen moreAvoid reading or watching or listening unwanted literature, gossip, media presentation etc.
40 How to improve existing level of communication? Interact with qualitative people.Improve knowledge on topic of discussion,Practice meditation & good thoughts.Think and speak.Do not speak too fast.Use simple vocabulary.Do not speak only to impress someone.Look presentable and confident.
41 Success for YOU……in the new global and diverse workplace requires excellent communication skills!