1. Communication Skills

2. PURPOSES OF ORGANISATIONAL COMMUNICATION

3. Why we communicate We communicate to: Share our ideas and opinions
Provide feedback to others
Get information from others
Gain power and influence
Develop social relationships
Maintain self-expression and our culture

4. PEOPLE DO NOT GET ALONG
BECAUSE THEY FEAR EACH OTHER.
THEY FEAR EACH OTHER
BECAUSE THEY DO NOT KNOW EACH OTHER.
THEY DO NOT KNOW EACH OTHER
BECAUSE THEY HAVE NOT
COMMUNICATED WITH EACH OTHER.
--- DR MARTIN LUTHER KING

5. Your effectiveness depends on your ability to reach others through the spoken or written word.
-- Peter Drucker

6. exercise

7. One-Way Communication
Original Message
(100%)

8. Shannon’s Law
Every additional node in a communication chain reduces the meaning by half and doubles the noise.

9. Barriers to communication
What are barriers to communication that exist in any work setting?

10. Barriers to communication
Some common barriers to interpersonal communication include:
Unclear process: The receiver and sender may not share the same language, slang, jargon, vocabulary, symbols
Chain of command: There may be too many layers that a message passes through between sender and receiver
Large size of an organization, geographic distance: Large numbers of receivers require good message sending methods
Personal limitations: Physical and mental disabilities, and differences in intelligence and education may interfere with mutual understanding

11. Barriers to communication
Additional common barriers to interpersonal communication include:
Human nature: Peoples’ egos, prejudices, and traditions can get in the way
Conflicting feelings, goals, opinions: If people feel on opposite sides of an issue they may not share
Power: The idea that knowledge is power can lead to information hoarding

12. WAYS TO COMMUNICATE WITH OTHERS
Speech
Gestures
Facial expressions
Silence
Written words
Pictures, diagrams, graphs
Way of dressing
Manner, posture, behaviour

13. MEANS OF COMMUNICATION
Telephone
Letters
Fax
Memos
Minutes
Meetings
Briefings
Appraisals
Interviews
Electronic data interchange
Computer printouts

14. VERTICAL COMMUNICATION
FORMAL & INFORMAL COMMUNICATION
VERTICAL COMMUNICATION
DOWNWARD COMMUNICATION
UPWARD COMMUNICATION
HORIZONTAL COMMUNICATION
GRAPEWINE

15. HOW TO OVERCOME BARRIERS:
LISTENING SKILLS
READING SKILLS
USE EMPATHY
USE FEEDBACK
CONSTRAIN EMOTIONS
OBSERVATION

16. verbal communication
WORDS - spoken OR written must have the following three critical elements
Language (familiarity - terminology/jargon)
Precise
Simple

17. BODY LANGUAGE Facial expressions Gestures Body movements Posture
Visual orientation
Physical contacts
Appearance

18. Factors Affecting Communication
Age
Gender
Language
Culture
Status/Position
Perception
Trustful Relationship

19. EFFECTIVE USE OF MEDIA AND CHANNELS OF COMMUNICATION
CHARACTERISTICS
Best for Communications that are:
Feedback
Cues and CHANNELS
Face-to-face
Telephone
Immediate
Rapid
Audio and visual
Audio
Ambiguous, emotional, divergent in background
Clear, rational, similar in background
Addressed documents
Unaddressed documents
Slow
Slowest
Limited Visual
Limited visual

20. * Passive * Assertive There are three basic communication styles:
* Aggressive
* Passive
* Assertive

21. LISTENING SKILLS Maintain eye contact with the instructor
Focus on content, not delivery
Avoid emotional involvement
Avoid distractions
Treat listening as a challenging mental task
Stay active by asking mental questions
Use the gap between the rate of speech and your rate of thought