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Effective communication skills

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70% problms and conflicts come from communication

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Effective communication skills

  1. 1. Effective Communication Skills<br /><br />
  2. 2. Objectives<br /><ul><li>Define and understand communication and the communication process
  3. 3. List and overcome the filters/barriers in a communication process
  4. 4. Practice active listening
  5. 5. Tips to improve verbal and non verbal communication</li></li></ul><li>What are the most common ways we communicate?<br />Visual Images<br />Spoken Word<br />Body Language<br />Written Word<br />
  6. 6. What is Communication?<br />Communication is the transmission of an idea or feeling so that the sender and receiver share the same understanding.<br />Communication is not a mysterious process.It takes place when the ideas from your mind are transferred to another’s and arrive intact, complete, and coherent.<br />
  7. 7. The Communication Process<br />Medium<br />Barrier<br />Barrier<br />SENDER<br />(encodes)<br />RECEIVER<br />(decodes)<br />Feedback/Response<br />
  8. 8. Types of Communication(One-way)<br />
  9. 9. Types of Communication(Two-way)<br />
  10. 10. Types of Communication(One to Many)<br />
  11. 11. Verbal Communication<br />Non-verbal communication<br />Vocal communication<br />Components of Communication<br />
  12. 12. Features of Effective Communication<br />Active Listening<br />Eye contact<br />Posture<br />Simple language<br />Questioning skills<br />
  13. 13. Benefits of effective communication<br />Quicker problem solving<br />Better decision making<br />Steady work flow<br />Strong business relations<br />Better professional image<br />
  14. 14. Cultural differences<br />Noise<br />Poor listening skills<br />Inappropriate medium<br />Assumptions/Misconceptions<br />Use of jargon<br />Emotions<br />Distractions<br />Language differences<br />Barriers to communication<br />
  15. 15. Hearing Vs Listening<br />Hearing – Physical process, natural, passive<br />Listening – Physical as well<br />as mental process, active,<br />learned process, a skill<br />Listening is hard.<br />You must choose to participate in the process of listening.<br />
  16. 16. Steps in the listening process<br />You first respond emotionally, then intellectually. Then you decide how to respond.<br />Your knowledge, attitudes, values, beliefs and self-concept influences your perception.<br />Responding<br />Your reaction to the message. It can be emotional and intellectual.<br />Your own needs, interests, attitudes, and knowledge affects your choice to pay attention.<br />Understanding<br />Deciding what the message means to you.<br />Not everyone hears the same way. Men actually prefer certain frequencies.<br />Choosing<br />The act of choosing to focus attention on the message.<br />Hearing<br />The reception of sound.<br />Definition of listening:<br />It is a physical and psychological process that involves choosing to listen, understanding, and respondingto symbolic messages from others.<br />
  17. 17. BLOCKS TO LISTENING<br />rehearsing<br />being right<br />mind reading<br />judging<br />comparing<br />derailing<br />identifying<br />filtering<br />sparring<br />placating<br />dreaming<br />
  18. 18. <ul><li>Comparing</li></ul>constantly comparing yourself to the other person, checking to see if you measure up in terms of intelligence, wit, emotional stability, competence, or even level of suffering or children's achievements.<br /><ul><li>Mind Reading</li></ul>what you think someone "really means" (based primarily on your own feelings, assumptions, or hunches) than to what he or she is actually saying.<br /><ul><li>Rehearsing</li></ul>planning your response to what someone is saying to you while the other person is still speaking. <br /><ul><li>Filtering</li></ul>tuning out certain topics or you may hear only certain things and tune everything else out,any possible hint of unhappiness, no matter what he actually says. <br />
  19. 19. <ul><li>Judging</li></ul>if you decide ahead of time that the other person is not worth hearing (because he or she is "stupid," "crazy,"'"hypocritical," or " immature"), and that you will therefore listen only in order to confirm your opinion. <br /><ul><li>Dreaming</li></ul>you pay only a fraction of your attention to the person talking; inside, your thoughts are wandering elsewhere. <br /><ul><li>identifying</li></ul>whatever you hear from the other person triggers memories of your own similar experiences, and you can't wait to.jump into your own story. <br /><ul><li>Advising</li></ul>Jumping in with advice when the other person has barely stopped talking (or before) <br />
  20. 20. <ul><li>Sparring</li></ul>If you listen only long enough to find something to disagree with, and then assert your position-—regardless of what the other person says. <br /><ul><li>Being Right</li></ul>If you want to prove that you're right or to avoid the suggestion that you're wrong— including lying, shouting, twisting the facts, changing the subject, making excuses, and accusing<br /><ul><li>Derailing</li></ul>changing the subject or make a joke whenever you become bored or uncomfortable with the conversation. <br /><ul><li>Placating</li></ul>being so concerned with being nice, agreeable, or liked that without really listening you agree with everything being said. <br />
  21. 21. Active Listening<br />The process of recognizing, understanding, and<br />accurately interpreting communicated messages<br />and responding to spoken and/or nonverbal<br />messages.<br />
  22. 22. Tips to become a better listener<br />Don’t talk – listen.<br />Don’t jump to conclusions.<br />Listen between the lines.<br />Ask questions/paraphrase.<br />Don’t get distracted by the environment.<br />Keep an open mind.<br />Be willing to listen to someone else’s point of view and ideas.<br />Provide feedback.<br />Take advantage of your brain power.<br />
  23. 23. Improving Verbal Communication-Tips<br /><ul><li>Eliminate Noise
  24. 24. Get Feedback – Verbal & Body Signals
  25. 25. Speak Slowly & Rephrase your sentence
  26. 26. Don’t Talk down to the other person
  27. 27. Listen Carefully & Patiently</li></li></ul><li>Keep appropriate distance<br />Touch only when appropriate<br />Take care of your appearance<br />Be aware - people may give false cues <br />Maintain eye contact<br />Smile genuinely<br />Improving Body Language - Tips<br />
  28. 28. …in the new global and diverse workplace requiresexcellent communication skills! <br />
  29. 29. sia<br />Ind<br />WORLD<br />
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70% problms and conflicts come from communication


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