Communication Skills

1. Communication Skills By Syed Imtiaz Hussain

2. Contents Objective of this workshop • Communication process • Communication Barriers • Tools of Effective Communication • Non-Verbal Communication • NVC & Interpersonal Relationships • Channels of Communication • Downward, upward, Lateral & External Communication • Points to remember while communicating with External Customers • Tips for writing letters • Final Message

3. Objective of the Workshop • To enable participants to understand the process of communication. • Make participants understand their individual personality & style and to be able to use them effectively in their work. • Make participants realize the importance of Non-verbal communication. • Make participants realize how difference of perception affects the communication process. • Emphasize the importance of effective listening skills • The purpose of Communication is for • co-ordinating action, sharing information, reducing uncertainty and expressing emotions.

4. Objective of the Workshop • Develop participant’s abilities to give constructive feedback. • Realize the importance of communicating in certain ways, especially in conflict situations. • To understand effective written communication principles and techniques. • Write with greater clarity and purpose • Conduct business correspondence quicker by applying effective organizational plans of writing to letters and memos

5. Communication

6. Communication “If you can’t express your good ideas, then you’re at the same level as someone who doesn’t even have good ideas.”

7. Communication

8. Communication

9. Communication

10. Communication Process Message Sender Received Feedback

11. Communication • The process of sharing by which messages produce responses. • Communication is the process that two or more people used to share the information and meaning. • The purpose of Communication is for coordinating action, sharing information, reducing uncertainty and expressing emotions.

12. Coordinating Action Communication transforms a group of unrelated individual into a team that knows what its goal is and how it will try to reach them. • Sharing Information Communication allows people to coordinate their action by providing them with a way to share information. • Reducing Uncertainty Sharing information is an important step in reducing uncertainty, one of the chief purposes of organizational communication.

13. Expressing Emotions Communication also allows people to express their emotions.

14. Importance of Feedback • Feedback establishes formal mechanism by which sender can check on how the message was actually interpreted. Feed back makes communication two way.

15. Characteristics of Feedback Specific Timely Clear Valid

16. Communication Barriers

17. Communication Barriers

18. Communication Barriers • The human communication system can be compared with radio. Just as in radio transmission where distortion can occur at any point along the circuits (channel), there can be similar barriers in human communication. • Noise • Anything that disturbs or disrupts the communication process.

19. Communication Barriers Psychological Barriers Perceptual Emotional Selectivity

20. PERCEPTION

21. Semantic/ Physical Barriers Semantic Blocks The study of word choice is called Semantics so the kind of blocks that’s arise from word choice are called semantic blocks e.g. inexpensive vs cheap Physical Blocks Another barrier is caused by our own physical appearance, audience, or the context of the document or the presentation. In writing, finger prints or smudges, unclear photocopies, unreadable printout etc. For speaking, mumbling, blowing air-conditioning, ringing phones etc.

22. Tools of Effective Communication • Active Listening • Focusing on Non-Verbal Communication

23. Active Listening

24. Active Listening

25. Active Listening • We hear half of what is said • We listen to half of what we hear • We understand half of what we listen • We believe half of what we understand • And remember half of what we believe

26. Active Listening

27. Guide to Effective Listening

28. Pitfalls of Not Listening • Misunderstandings • False assumptions • Misinterpretations

29. Benefits of Active Listening • Encourages other person to talk • Reassures the speaker • Gives you an insight into the buyers’ needs • Helps you remember what was said • Builds rapport • Helps you avoid jumping to conclusions • Helps you focus on customer’s feelings

30. Non Verbal Communication • 93% Non Verbal • 7% Verbal

31. Non Verbal Communication • Four important components of Non- Verbal Communications are: • Body language • Posture • Gestures • Face & Eyes

32. Some signs of Non Verbal Communication • Openness • Boredom • Indifference • Confidence • Nervousness • Uncertainty

33. Boredom/Nervousness • Blank stare • Tilting of head • Fidgeting hands • Lack of eye contact • Limp handshake • Inappropriate dress • Fiddling with objects • Tapping fingers on table

34. How to improve Non-verbal Communication • Practice & Arrange • Relax & gain confidence • Physical Relaxation • Mental Relaxation • Relaxation as you speak

35. Non- verbal Communication plays an important role in developing Good interpersonal relationships 1. Eye Communication • Learn to look sincerely & steadily at another person. 2. Good Posture • Learn to stand upright & move naturally & easily 3. Gestures & Facial Expressions • Learn to be relaxed & natural when you speak. When you are comfortable, wear natural smile.

36. 4. Appropriate Dress & Appearance • Dress, groom & appear appropriate for the environment you are in, as well as to yourself 5. Voice & Vocal Variety • Learn to use your voice as a rich, resonant instrument especially when you are communicating with others in person, on the phone or in a group setting to command their attention and not allow your voice to be a barrier to action. • Voice should transmit energy in the form of excitement & enthusiasm.

37. 6. Language, pauses & non-words • To use appropriate and clear language for your listeners, with planned pauses & no non-words. 7. Listener Involvement • Your style • Your interaction with the listener • The actual content of what you say • Interest of Listener

38. 8. The Natural Self • To be authentic, To be yourself in all communication circumstances, understanding & using your natural strengths and building communication weaknesses into strengths.

39. Channels of Communication Downward Communication Information flowing from higher levels to lower levels Examples of such communication include: Staff meetings, procedures, policies, instructions, job description, newsletters, announcement, memos,counseling sessions, interviews etc.

40. Channels of Communication Upward Communication • Grievance procedure • Open-door policy • Counseling Attitude & Exit Interview • Sending some report

41. Channels of Communication Lateral Communication • Communication between people at the same hierarchical level, but in different functional areas

42. Channels of Communication External Communication Different ways:- • Fax • Letter • E-mail • Phone call

43. Points to Remember while Communicating with External Customers • When writing a fax message Message should consist of • Correct Salutation • Correct Designation and Name of Company • Brief • Clear • Meaningful • Good Conclusion with complete Name, Designation & Contact Number. Why are you on the Pay roll. • Who is your customer • Is it the Most important use of My time?

44. Tips for writing letters • Appearance: • Should be attractively placed on the page, neither crowded nor unnecessarily spread out. • Heading • Date • Reference No. • Salutation • Subject • Text of the letter • Conclusion • Complimentary close • Signature • Additional data (if any)

45. Fax Message • To: • From: • Company: • Date: • Fax Number fax • Phone number: • Re: • Your reference number: • Urgent For Review/Please Comment/Please Reply/Please Recycle

46. Interoffice Memorandum • To: • from: • subject: • date: • cc: • Text of the letter

47. Communicating with Customers EXPRESSIVE DOMINANT • Goals/results oriented • Impatient • Task oriented/high achiever • Workaholic • Decisive • Opinionated/ Stubborn/ Blunt • Innovative • Tough/ firm in relationships • Control oriented • Competitive/ Loves challenges • Dreamer • Un-realistic Goals • Creative, Ideas flow • Needs approval and Compliments • Generalises • Persuasive, Outgoing • Opinionated • Fast Decisions • Excitable • Enthusiastic, Shows confidence SOLID ANALYTICAL • Needs people • Good listener • Status QUO/ DISLIKES CHANGE • No risks • No pressure • Counselor/ helps others • Questioning • Insecure/ needs reassurance • Supportive • No conflict • Planner/ Organizer • Details/ technicalities • Slow decisions • Must be right • Conservative/ cautious • Low pressure • Precise/ Critical/ Logical • Problem solver • Persistent • Follows procedures/ Compliant

48. 4 Main Elements to Written Communication PURPOSE 1 2 3 CONTENT STYLE 4 PRESENTATION

49. Demonstrate Listening Eye Contact Body Posture Interested Tone of Voice

50. Opening and Closing a TALK • NEED • INTEREST • OBJECTIVE • TITLE • RATINGS