1. Basic skills of human communication

2. Communication
Communication 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
Smell
Hearing
Seeing
Taste
Touch

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

6. TOTAL COMMUNICATION PROCESS

7. You must choose to participate in the process of listening.
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.

8. Active Listening
The 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 listeners
Smarter people are better listeners
Listening improves with age
Listening skills are difficult to learn

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

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

13. Basic reasons we Do Not Listen
Listening is Hard Work
Superiority Complex
Overconfidence
Disinterested
Competition
The Rush for Action
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

14. 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
Organize material for learning

15. 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
4. 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 speaker
Take notes effectively
Be a physically involved listener
Avoid negative mannerisms
Exercise your listening muscles
Follow the Golden Rule

17. Improving Listening Skills
By not being Preoccupied
Being Open Minded & Non Defensive
Minimizing Interruptions
Effective 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 communication
An individual has an idea to communicate
SENDER

19. The idea is encoded Perception
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
SENDER
Individuals 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 Values
RECEIVER Self-concept Family Culture Skills Feelings Attitudes Values
MESSAGE
To a receiver who decodes it according to different individual perceptions

21. The receiver responds with feedback
SENDER Self-concept Family Culture Skills Feelings Attitudes Values
RECEIVER Self-concept Family Culture Skills Feelings Attitudes Values
MESSAGE
FEEDBACK
Feedback 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 Values
RECEIVER Self-concept Family Culture Skills Feelings Attitudes Values
MESSAGE
FEEDBACK
CONTEXT
Context - 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 Values
RECEIVER Self-concept Family Culture Skills Feelings Attitudes Values
MESSAGE
FEEDBACK
CONTEXT
Interference changes or distorts the message

24. The communication process is continuous…
CHANNEL
SENDER Self-concept Family Culture Skills Feelings Attitudes Values
RECEIVER Self-concept Family Culture Skills Feelings Attitudes Values
MESSAGE
MESSAGE
MESSAGE
INTERFERENCE
FEEDBACK
FEEDBACK
FEEDBACK
CONTEXT

25. The communication process

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 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

29. Developing Effective Feedback Skills
Focus on the specific topic
Keep feedback impersonal
Keep feedback goal oriented
Make feedback well timed
Ensure understanding
Direct 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 differently
Unwillingness to relate to others differently
Unwillingness to learn new approaches
Lack of Self-Confidence
Lack of Enthusiasm
Voice quality
Prejudice

31. Barriers in Communication (that have to do with the COMMUNICATOR)
Disagreement between verbal and non-verbal messages
Negative Self Image
Lack of Feedback
Lack of Motivation and Training
Language and Vocabulary Level
Lack of Self Awareness

32. Barriers in Communication (that have to do with the RECEIVER)
Selective Perception
Unwillingness to Change
Lack of Interest in the Topic/Subject
Prejudice & Belief System
Personal Value System
Here-and-Now internal & external factors

33. External Barriers in Communication
Environment
The venue
The effect of noise
Temperature in the room
Mood
Other People – Status, Education, competition
Time

34. External Barriers in Communication
Inappropriate medium
Assumptions/Misconception
Emotions
Language differences
Poor listening skills
Distractions

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 more
Listen more
Avoid 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!