Effective Communication Skills

1

Effective Communication Skills
BuzzInfo Technology
2
The Communication Process
Medium
Barrier
SENDER (encodes)
RECEIVER (decodes)
Barrier
Feedback/Response
3
Why Communication is necessary?

• Miscommunication is costly
• No accommodation for errors
• Effective communication builds trust and
  strengthens relationships
• Quicker problem solving
• Better decision making
• Steady work flow
• Strong business relations

4
in the new global and diverse workplace
requiresexcellent communication skills!
Success for YOU
5
Barriers in Communication(that have to do with
the COMMUNICATOR)

• Unwillingness to say things differently and to
  relate others
• Unwillingness to learn new approaches
• Lack of Self-Confidence
• Lack of Enthusiasm
• Voice quality
• Prejudice

6
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 factors

7
Challenges while communicating

• Information overload
• Multitasking limited focused attention
• Lack of sufficient time
• Decisions needed but no time for due diligence
• Competing priorities
• Organizational ambiguities

8
Barriers of Communication
9
Communication Skills

• Overcoming the Barriers
• Say to yourself, I will get Response
• Come up with a topic for discussion everyday
• Start improving upon pronunciation
• Develop habit of reading start with the English
  newspaper / Comics
• Understand first, then communicate
• Dont be afraid of asking questions Make sure the
  content of your message communicates the 3 Ws
• Why you are telling / asking them this
• What they are supposed to do as a result of your
  telling / asking them this
• When they need to do it

10
Communication Media

• Telephone
• Email
• Face to face

11
Media- Telephone

• Telephone communication relies on
• The tone of your voice 82
• The words you use to convey your message 18

12
Telephone

• Too long
• Too Fast
• Unclear/Buried Point
• Too Much Information (TMI!)
• Rambling
• Be polite and pleasant (smile, jokes)
• Be clear and concise (tone, accent, emphasis,
  pronunciation) Cite negative opinions honestly,
  but in a positive manner
• Seek Feedback

13
Media-Emails

• Failure to summarize
• Unclear next steps/follow-up
• Confidential Information disclosure
• Misspellings
• Unprofessional, ? ?
• Plan what you want to say in your letter/ report/
  email
• Reread the email when you have finished
• Check spelling punctuation, then send
• Use simple language avoid ambiguous words
• KISS (Edit the letter by cutting ruthlessly).
• Be kind to others eyes (font size, clarity)
• Clarity in Writing
• Rs 1000000000
• Rs. 10,00,00,000/-
• Rs. 10 Crore

14
Emails- 5 best practices

• Keep it concise and professional
• Use full sentences
• If trading emails greater than (3 ) times, pick
  up the phone and call!
• Do not respond immediately to an emotional email
• Proof read before sending

15
Media- Face to face

• Face to face relies on
• The tone of your voice 38
• The words you use to convey 7
• Body Language, facial expressions 55

16
Communication Skills
Body Language

• Facial Expressions
• Gestures
• Posture

17
Communication Skills
Clearing throat, "whew" sound, Whistling,
smoking, pinching flesh covering mouth, jiggling
money or keys, tugging ears, wringing hands.
Nervousness
Short breaths, "tsk" sound, tightly clenched
hands, wringing hands, Fist like gestures
pointing index finger rubbing hand through hair
rubbing back of neck.
Frustration
Open hands, unbuttoned coat
Openness
18
Communication Skills
Defensiveness
Arms crossed, sideways glance, touching-rubbing
nose, rubbing eyes, buttoned coat, drawing away
Cooperation
Upper body in sprinter's position, open hands,
sitting on edge of chair, hand to face gestures,
unbuttoning coat.
Steepled hands, hands behind back, back
stiffened, hands in coat pockets with thumb out,
hands on tapels of coat
Confidence
19
Communication Skills

• Listening why is it important?

Listening
45
Speaking
30
Order in which we are taught
Order in which we learn
Reading
16
9
Writing
20
Barriers to Effective Listening

• Pre-judgment- Listeners who jump to conclusions
• Self-centeredness Shift attention from speaker
  to themselves
• Selective Listening Tune the speaker out
• Wandering mind Your mind processes information
  four times faster than rate of speech.

21
Tips to become a better listener

• Dont talk listen.
• Dont jump to conclusions.
• Ask questions/paraphrase.
• Dont get distracted by the environment.
• Be willing to listen to someone elses point of
  view and ideas.
• Provide feedback.
• Take advantage of your brain power.
• By not being Preoccupied
• Being Open Minded
• Minimizing Interruptions

22
Features of Effective Communication

• Active Listening
• Eye contact
• Posture
• Simple language
• Questioning skills

23
Communication styles

• Positive or negatively framed
• I cant vs. Ill be able to after
• Formal or informal
• Thanks for taking the time Sam vs. Hey there
  Rahul
• Direct or indirect
• Be there at 4 vs. It would be great if you
  could arrive by 4 p.m.

24
How to Perform Well at Meetings

• Confront issues
• Question critically
• Bring with you accurate supporting data
• Make sure the meeting is not interrupted by
  telephone calls etc.
• Avoid interrupting
• Dont be afraid to make your feelings known
• Refrain from distractive behavior
• Dont talk during presentations
• Never lose your temper except deliberately

25
Communication Rights and Responsibilities

• RIGHTS
• 1. You have the right to be treated with respect.
• 2. You have the right to have and express your
  own opinions.
• 3. You have the right to ask for what you need
  and want in order to be effective.
• 4. You have the right to set reasonable limits.

• RESPONSIBILITIES
• 1. You have the responsibility to treat others
  with respect.
• 2. You have the responsibility to listen to the
  opinions of others.
• 3. You have the responsibility to acknowledge and
  address the needs of others.
• You have the responsibility to respect the limits
  and boundaries of others.

26
Exercise - Listening

• - Who are the people its easiest to listen
  to?- What is it about these people that makes
  it easier to listen to them?- Who are the
  people you listen to least?- What is it about
  them that makes it difficult to listen to them?

27
Questions
28
Thank You !!!
Thanks for your attention!