2. Communication Skills By Basharat Ali Hunzai bashu.hunzai.cs@gmail.com

3. M ODUS O PERANDI THE THREE COMPONENTS OF COMMUNICATION SENDING MESSAGES Verbal messages Nonverbal messages Paraverbal messages The importance of consistency RECEIVING MESSAGES Listening Giving full physical attention to the speaker Being aware of the speaker's nonverbal messages Paying attention to the words and feelings Reflective listening skills Additional verbal communication tools BARRIERS TO EFFECTIVE COMMUNICATION Verbal communication barriers Nonverbal communication barriers

4. T HE P ROCESS OF C OMMUNICATION SENDER/ RECEIVER SENDER/ RECEIVER MEDIUM

5. T HE C OMMUNICATION P ROCESS SENDER (encodes) RECEIVER (decodes) Barrier Medium Feedback/Response

6. W HAT IS C OMMUNICATION ? 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. ITS ESSENCES :  PERSONAL PROCESS  OCCURS BETWEEN PEOPLE  INVOLVES CHANGE IN BEHAVIOUR  MEANS TO INFLUENCE OTHERS  EXPRESSION OF THOUGHTS AND EMOTIONS THROUGH WORDS & ACTIONS.  TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.  IT IS A SOCIAL AND EMOTIONAL PROCESS.

7. What are the most common ways we communicate? Spoken Word Written Word Visual Images Body Language

8. T HE C OMPONENTS OF C OMMUNICATION 1)Verbal messages - the words we choose 2)Nonverbal messages - our body language 3)Paraverbal messages - how we say the words In order to communicate effectively, we must use all three components to do two things: i.Send clear, concise messages. ii.Hear and correctly understand messages someone is sending to us.

9. SENDING MESSAGES Verbal messages Nonverbal messages Paraverbal messages The importance of consistency

10. What do you think is the most important invention of mankind? Perhaps THE LANGUAGE

11. V ERBAL M ESSAGES The primary method of communication Most used method Message needs to be encoded –In context of the Receiver –Social customs norms and customs –Cultural barriers “ Convers ation like certain portions of the anatomy, always runs smoothly when lubricat ed ” M. de Sade

12. E FFECTIVE V ERBAL C OMMUNICATION Is brief, succinct, and organized Is free of jargon Do not create resistance in the listener

13. N ON - VERBAL MESSAGES The messages we send through our posture, gestures, facial expression, and spatial distance. They account for 55%ofourcounication (Silent Messages, by Professor Albert Mehrabian) “ the single biggest problem with communicat ion is the illusion that it has taken place ” G. B. Shaw

14. N ON V ERBAL C OMMUNICATION The factors that effect non verbal communication are: –Facial Expression –Gestures –Body Language and Posture –Space (spatial arrangement) –Eye Contact –Appearance

15. A CTIVITY

16. P ARAVERBAL MESSAGES Paraverbal communication refers to the messages that we transmit through the tone, pitch, and pacing of our voices. It is how we say something, not what we say. It accounts for 38% of what is communicated to someone (Silent Messages, by Professor Albert Mehrabian)

17. P ARAVERBAL MESSAGES Some points to remember about our paraverbal communication: –When we are angry or excited, our speech tends to become more rapid and higher pitched. –When we are bored or feeling down, our speech tends to slow and take on a monotone quality. –When we are feeling defensive, our speech is often abrupt.

18. L ET ’ S L ISTEN /W ATCH

19. RECEIVING MESSAGES Listening Giving full physical attention to the speaker Being aware of the speaker's nonverbal messages Paying attention to the words and feelings Reflective listening skills Additional verbal communication tools

20. L ISTENING Listening is a combination of hearing what another person says and psychological involvement with the person who is talking Listening 1)Requires concentration and energy 2)Involves a psychological connection with the speaker 3)Includes a desire and willingness to try and see things from another's perspective 4)Requires that we suspend judgment and evaluation

21. L ISTENING Key Listening Skills: Nonverbal: –Giving full physical attention to the speaker; –Being aware of the speaker's nonverbal messages; Verbal: –Paying attention to the words and feelings that are being expressed; –Using reflective listening tools such as paraphrasing, reflecting, summarizing, and questioning to increase understanding of the message and help the speaker tell his story.

22. H EARING V S L ISTENING Hearing – Physical process, natural, passive Listening – Physical as well as mental process, active, learned process and a skill Listening is hard. You must choose to participate in the process of listening.

23. G IVING FULL PHYSICAL ATTENTION TO THE SPEAKER "listening with the whole body". We create a posture of involvement by: –Leaning gently towards the speaker; –Facing the other person squarely; –Maintaining an open posture with arms and legs uncrossed; –Maintaining an appropriate distance between us and the speaker; –Moving our bodies in response to the speaker, i.e., appropriate head nodding, facial expressions.

24. B EING A WARE OF THE S PEAKER ’ S N ON - VERBAL M ESSAGES You get the full meaning by attending to non-verbal messages Makes the communication easy and effective enables you to give appropriate response.

25. P AYING A TTENTION TO THE W ORDS AND F EELINGS In order to understand the total meaning of a message, we must be able to gain understanding about both the feeling and the content of the message.

26. R EFLECTIVE L ISTENING S KILLS Reflective listening or responding is the process of restating, in our words, the feeling and/or content that is being expressed We acknowledge the message by: –Paraphrasing –Reflecting Feeling –Summarizing

27. A DDITIONAL V ERBAL C OMMUNICATION T OOLS Verbal Communication Tools 1.Paraphrasing - a brief, succinct statement reflecting the content of the speakerís message. 2.Reflecting Feeling - a statement, in a way that conveys understanding, of the feeling that the listener has heard. 3.Summarizing - a statement of the main ideas and feelings to show understanding. 4.Questioning - asking open questions to gain information, encourage the speaker to tell her story, and gain clarification.

28. B ARRIERS TO E FFECTIVE C OMMUNICATION Verbal Communication Barriers 1.Attacking (interrogating, criticizing, blaming, shaming) 2."You Messages" (moralizing, preaching, advising, diagnosing) 3.Showing Power (ordering, threatening, commanding, directing) 4.Other Verbal Barriers: shouting, name calling, refusing to speak.

29. B ARRIERS TO E FFECTIVE C OMMUNICATION Nonverbal Communication Barriers 1.Flashing or rolling eyes 2.Quick or slow movements 3.Arms crossed, legs crossed 4.Gestures made with exasperation 5.Slouching, hunching over 6.Poor personal care 7.Doodling 8.Staring at people or avoiding eye contact 9.Excessive fidgeting with materials

30. S UMMARY Effective Communication... It is two way. It involves active listening. It reflects the accountability of speaker and listener. It utilizes feedback. It is free of stress. It is clear and concise

31. Questions