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Communication Skills
By Sridevi Chaudhuri
http://powerpointpresentationon.blogspot.com
ESTABLISHING RAPPORT
Field of
How do you go about Establishing
Rapport?
•You need Self-Confidence
•You must Understand People
•You must be Enthusiastic
•You must make Eye Contact
•You must be Interested in them
Communication is a Series of
Experiences of
Sme
ll
Hearin
g
Seein
g
Tast
e
Touc
h
Meaning of
Communication
The word
‘communicate’ comes from the Latin verb
‘communicare’ that means to impart, to participate,
to share or to make common. By virtue of its Latin
origin it is also the source of the English word
‘common’. Whatever is common is shared by all.
Hence the sense of ‘sharing’ is inherent in the very
origin and nature of communication.
In communication we share ‘information’, i.e.
something to tell, in whatever way we like, or as
the situation demand.
Communication - Meaning
•Communication is a dynamic process…
•through this process we convey a
thought or feeling to someone else.
•how it is received depends on a set of
events, stimuli, that person is exposed
to.
•how you say what you say plays an
important role in communication.
SOCIAL ASPECT
Communication is a social activity, it is the most
important of all our activities as it has helped us
to organize ourselves as a civilized society. All
communication is based on, and is guided by
role-relationships. Communication is essentially
the ability of one person to make contact with
another and to make himself or herself
understood. In other words, communication is
TOTAL COMMUNICATION PROCESS
Success for YOU in the new global and
diverse workplace requires excellent
communication skills!
The Communication Process
Basic Model
5.
Feedback travels
to sender
1.
Sender
has idea
2.
Sender
encodes
idea in
message
3.
Message
travels
over
channel
6.
Possible additional
feedback to receiver
4.
Receiver
decodes
message
The Communication Process
Expanded Model
LEVELS OF COMMUNICATION
•VERBAL
•
•
oIntra verbal: intonation of word and sound
oExtra verbal verbal: implication of words
and phrases, semantics
NON-VERBAL
oGestures
oPostures
oMovements
SYMBOLIC
Barriers in Communication(that
have to do with the COMMUNICATOR)
•Unwillingness to say things differently
•Unwillingness to relate to others
differently
•Unwillingness to learn new approaches
•Lack of Self-Confidence
•Lack of Enthusiasm
•Voice quality
Barriers in Communication(that have to do
with the COMMUNICATOR)
•Disagreement between verbal and nonverbal messages
•Negative Self Image
•Lack of Feedback
•Lack of Motivation and Training
•Language and Vocabulary Level
•Lack of Self Awareness
Barriers in Communication(that
have to do with the RECEIVER)
Selective Perception
•
•Unwillingness to Change
•Lack of Interest in the Topic/Subject
•Prejudice & Belief System
•Rebuttal Instincts
•Personal Value System
•Here-and-Now internal & external
External Barriers in
Communication
•Environment
oThe venue
oThe effect of noise
oTemperature in the room
•Other People – Status, Education
•Time
A Classic Case of
Miscommunicatio
n
In Center Harbor, local people recalls the day
when Mr. Walter (T.V. Star) steered his boat
into port. Mr. Walter was amused to see in the
distance a small crowd on shore waving their
arms to greet him. He could barely make out
their excited shouts: “Hello Walter, Hello
Walter!”
As his boat came closer, the crowd grew larger, still
yelling. Pleased at the reception, Mr. Walter tipped
his white captain's hat, waved back, even took a
bow. But before reaching dockside, his boat
abruptly jammed aground. The crowd stood silent.
Mr. Walter suddenly realized what they'd been
shouting: “Low water, low water!”
Analysis of Flawed Communication
Process
Sender
has idea
Warn
boater
Sender
encodes
message
Channel
carries
message
Receiver
decodes
message
“Low
water!”
Message
distorted
“Hello
Walter!”
Barriers That Caused
Miscommunication
• Frame of reference
Receiver accustomed to
acclaim and appreciative
crowds.
"water" and "Walter" sound
similar.
Receiver more accustomed to
speaking than to listening.
Barriers That Caused
Miscommunication
• Emotional interference
•Language skills
• Physical barriers
•Listening skills
Ego prompted receiver to
believe crowd was responding
to his celebrity status.
Noise from boat, distance
between senders and receivers.
Which of these barriers could be overcome through
improved communication skills?
5 Basic reasons we Do Not Listen
•Listening is Hard Work
•Competition
•The Rush for Action
•Speed differences (120 wpm v/s 360
wpm)
•Lack of Training
4 Levels of Listening
•The Non-Listener
•The Marginal Listener
•The Evaluative Listener
•The Active Listener
Improving Listening Skills
•By not being Preoccupied
•Being Open Minded & Non Defensive
•Minimizing Interruptions
•Effective Listening is: Hearing,
interpreting when necessary,
understanding the message and relating
to it.
COMMUNICATION
•7% WORDS
o Words are only labels and the listeners put their
own interpretation on speakers words
•38% PARALINGUISTIC
o The way in which something is said - the accent,
tone and voice modulation is important to the
listener.
•55% BODY LANGUAGE
o What a speaker looks like while delivering a
TYPES OF BODY
LANGUAGERemember that you are dealing
• (P)OSTURES & GESTURES
with “PEOPLE”
o How do you use hand gestures? Stance?
• (E)YE CONTACT
o How’s your “Lighthouse”?
• (O)RIENTATION
o How do you position yourself?
• (P)RESENTATION
o How do you deliver your message?
• (L)OOKS
o Are your looks, appearance, dress important?
• (E)PRESSIONS OF EMOTION
QUESTION
S