Communication Skills

1. Communication Skills Defining Communication

2. Communication • The process of exchanging information, ideas, and feelings. • Good communication is essential to developing interpersonal relations and conducting successful business activities.

3. Six Primary Elements of Communication • Senders & Receivers • Messages • Channels • Feedback • Blocks • Setting

4. Senders & Receivers • Every message must be sent, received, and understood. • Both verbal & nonverbal means are used to send & receive messages. • Verbal-speaking & writing • Nonverbal-using facial expressions and body language, gestures, movements, & mannerisms that communicate your thoughts. • You are often the sender & receiver at the same time. • You may receive a message by listening but you may be sending a message at the same time by your facial expressions and reactions.

5. Messages • The substance of any form of communication is the message. • A message is the information, ideas, or feelings, the sender wants to share. • Every word has a verbal symbol with a meaning that can be understood by others who know the same language. • Avoid using slang & high technical words. This will increase the chances that your message will be understood.

6. Channels • The avenues by which the message is delivered. • When face-to-face, the channels are sound & sight. • Over the telephone the channel is sound. • The written word is also a channel. This can be in the form of e-mail, letters, text messages, reports, notes, etc.

7. Feedback • The receiver’s response to the message. • When you ask questions, you are wanting to receive feedback. • Feedback allows the message to be clarified and assures that both people understand the message. • The greatest opportunity for feedback is in a face to face conversation. Otherwise it is hard to see someone’s facial expressions and body language.

8. Blocks • Interfere with understanding the message. The three types of blocks that we will be discussing are: • Distractions • Emotional Blocks • Planning a Response

9. Setting • Where communication takes place. • Outdoor settings are hard to control. • Indoor settings may vary from a large to small space. But you can control the décor and atmosphere. • Make sure to have a large enough space for all who will attend, arrange chairs so that everyone may hear the speaker, have good lighting, have the appropriate working equipment, also have snacks, drinks, and coffee. • For a one on one setting it may be best to choose a smaller room. You may also be more comfortable in your own work space than someone else’s. • If you want to make someone feel comfortable in a conversation, go to their workplace.

10. Listening • There is a big difference between listening & hearing!!! • There are nine important listening skills that you should try to obtain in order to be a great listener. • First, identify the purpose. Always know the purpose of a meeting before a speaker begins to talk. If not then you have to spend time trying to identify the purpose of the message and you will be distracted. The sooner you know the purpose, the easier it will be to understand the whole message.

11. Listening • Looking for a plan is the second skill in listening. • When listening to a speech, try to identify a plan of presentation. This makes it easier for you to see how the parts of the message fit together. • When you know the plan you can often anticipate what the speaker will say next. • You will also be able to sort out the relevant and irrelevant information. • In face to face general conversations, speech is not usually planned out and it is not necessary to know the plan of the speech.

12. Listening • Giving feedback is the third listening skill to remember. • Giving feedback shows understanding. • Without interrupting you can give non verbal feedback by nodding, looking puzzled, smiling, or frowning. • When the speaker is finished, summarize the conversation in your mind. Ask the speaker for clarification if you think you do not understand.

13. Listening • Searching for interest is the fourth listening skill. • If you want to succeed at your job, show interest in anything that will improve your performance. • Even if you attend uninteresting meetings, listen for things that might interest you or help you in your job.

14. Listening • Evaluating the message is the fifth way to have good listening skills. • There are times to listen and be caring and there are times to make judgments. Be able to distinguish between the two. • Sometime it is inappropriate to make judgments, but other times it can make you a better listener because your mind becomes more actively involved in the listening process. • Always keep an open mind to messages. • Also try to distinguish between fact & fiction when listening. Try to decide if the points given are relevant to the message.

15. Listening • Listening for more than verbal content is important. • The manner in which a speech is given affects the meaning of the message. • Pay attention to speech, pitch, volume, & voice quality. • Experts say that 40% of the meaning of oral communication is due to vocal cues, not the actual words spoken but the way they are said.

16. Listening • Listening for a conclusion • You may need to take action based on the conclusion. Summarize the main points then draw your own conclusion. Don’t jump to a conclusion until the speaker is finished. • Taking notes • Always take notes on the main points presented in a meeting. It shows you are concerned and that you care. Notes are also good to refer to at a later date. • Following directions • Be sure you understand each step. Give feedback so that the person giving the directions knows that you understand.

17. Blocks to Listening • Distractions • Noise, Environmental Factors, interruptions, and competing thoughts in your mind. • Emotional Blocks • Biases against the opinions expressed by the sender that prevents you from understanding. • Planning a Response • You are thinking about how you will respond to what the person is saying rather than listening to what they have to say.

18. Reading • A process of trying to understand a message. • Know what you are reading and its purpose before you begin. • Make sure to read AND understand what you read. • Focus your mind, form pictures, and improve your vocabulary. • Sometime you may come across jargon or technical, specialized vocabulary used by members of a profession or industry.

19. Rev iew • What are the six primary elements of communication? • What is the difference between verbal & nonverbal communication? • When is the best opportunity for feedback? • Name three listening blocks. • Describe a great setting to have for a speaker for a large group of people. • List the skills for listening.