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Communication Skills - 1
Communication Skills - 1
• Improves coordination:
reduces logical gaps
• Encourages cooperation:
helps bring everyone in the mainstream
• Gives a direction:
to tasks and activities
• Types :
1. Physical 2.
Psychological
Poor health Lack of
Concentration
Sound / noise Attitude and bias
Unsuitable temperature Lack of self
discipline
Distractions Low emotional state
How to overcome the barriers
At the workplace
* Upward
From employee to superior
* Downward
From superiors to the employee
* Lateral
From one employee to another
Communication types
Verbal
• Oral - the spoken language
Non verbal
• Written
• Body language
• Expressions - facial, gestures, signs
Medium of Communication
• Memos
• E-mails
• Notices
• Company circulars
• In-house magazines
• Oral instructions
Gateways to Communication
5. Feedback
• Check for accurate receipt of message
• Check action/outcome in relation with the intent of the
message.
• Improve/alter message, if required.
Listening : A lost art
• Ability to concentrate
• genuine desire to understand the other
persons point of view
• Sensitivity to needs, emotions and body
language
• Humility: “You might have a point of view and
I respect you”
• A belief that other people are important and
worth listening to.
How to be a good listener
Listening needs an
• ability to concentrate
• a genuine desire to understand the other persons
point of view
• sensitivity to needs, emotions and body language
• humility - “I am not right alone, you might have a
point and I respect you”
• a belief that other people are important and worth
listening to
The Art of Listening
Poor Listeners
• The fidget : “Why are you telling me ?”
• The aggressive listener : tries too hard and as a result
scares people.
• The pseudo - intellectual : hears only ideas and not
the emotions behind them
• The passive listener : :I agree with whatever you say”
• The inaccurate listener :”I can’t concentrate”
The Art of Listening
How to be a good listener,
Know your power as a listener
• Ask questions
• Reflect feelings
• Let your body give reassuring messages. Nodding,
arms apart, legs not crossed, erect forward posture.
All these give non-verbal messages that you are
listening.
• Know your prejudices. You must discount from all
those matters towards which you are biased or
passionate.
• Avoid making snap judgments
• Avoid anger. It always gets the better of you.
Importance Of Feedback
1. Flow : vertical/horizontal/cross
Key Points:
• maintain confidentiality -
confidential information is trust reposed
Confidential information is trust betrayed
• certain information is `need to know’ - the job
demands it, certain information is `desire to know’ - it
may help in my job, and certain information is
`desirable to know’, it may increase my power, fame
and status.
• Gossiping or bitching - is like `stabbing in the back’
…. Communication Ethics
Plan
(Your communication)
Write it
(Commit it on paper)
tep 1. Plan
ke nearly any activity, written communication too requires
plan and a structure. Certain thins must be clearly ascertained, like,
ender : From whom is the communication starting ?
eceiver : Who is the end receiver/audience of the written
ommunication?
urpose : Why are we making the communication ?
What is the expected outcome I.e What do expect the receiver to do ?
• Request feedback
Our written communication must call for
acknowledgment of receipt of information.Supporting
the acknowledgment must be specific feedback on
how the communication has been understood.
Step 3. Write It
Once we have done the above, we could proceed to
actually writing our communication on paper, bearing
a few things in mind.
• OPEN/CLOSED and
• FORWARD/BACK
RESPONSIVE REFLECTIVE FUGITIVE COMBATIVE
Uses
An effective method of putting ideas across in a
comprehensive manner
- Proposals
- Training of employees
- Assignments to be submitted
Managerial requirements for
communication
Information/
Attitudes
Data + Values
Moods
C.Emotions
The communication linkages
Superior Manager
Subordinate
Peers
Some final guidelines
• Practice active listening, listen for facts and feelings, content and
intent.
• Identify barriers to good listening - and knock them down.
• Guide conversations with "open" and "closed" questions.
• Defuse difficult situations; encourage participation;
• Build empathy and check understanding.
• Read and use body language effectively.
• Speak effectively and persuasively.
Summarizing……
• Concepts, importance, barriers and ways to
overcome them
• Types, medium, gateways to communication
• Effective Communication – how to achieve
• Listening – importance, effective listening
• Feedback – importance, how to receive
• Organizational communication, memos
• Communication Ethics
• Written Communication – steps
• Body Language - Types
• Presentation Skills – how to deliver effective
presentations