Professional Documents
Culture Documents
Communication Skills
Communication Skills
Skills
For example:
Imagine three managers working in an office building .
The first is all alone but is nevertheless yelling for a
subordinate to come help. No one appears,but he
continues to yell.
Outcome of Effective
communication
Communication Process
LISTENING SKILLS
Listening does not mean shutting your
mouth and opening your ears!
That is HEARING...!
Good listener participates actively in
the
information exchange.
Listening Skills
You must be able to listen attentively
ACTIVE LISTENING
IS A SKILL CONSISTS OF
Reflecting back to the speaker
a statement of what you think
you heard
In order to minimize
"interference" in your
communication with your
customers and to get the
"high quality" information.
You must develop your
questioning skills.
Communication Barriers
Individual barriers
Organizational barriers
Individual barriers
Conflecting inconsistent cues.
Credibility about the subject .
Reluctance to
communicatePoor listening
skills.
Predispositions about the
subject.
Organizational barriers
Semantics.
Status or power differences.
noise.
Overload.
How to Remove
Barriers??
Forms of
Communication
Communication Form
Verbal
Non-Verbal
Verbal Communication
Verbal Communication occurred
by using words.
.Ensure Your Words Are Always
Understood.
Non-Verbal Communication
Non-Verbal Communication is a
communication exchange that does
not use words or may use words to
carry more meaning than the strict
definition of the words themselves .
Non-Verbal Communication
Eye Contact.
Voice Control.
Body Language.
Posture.
UNDERSTANDING MESSAGES
Even if someone decides
to say nothing they are still
communicating.
UNDERSTANDING MESSAGES
Research has shown that when
someone has given a spoken message,
only 7% of the listener understanding
and judgment of the message comes
from the words themselves, 38% from
the way the message was spoken
(accent, tone, inflection etc.) and 55%
from the speaker body language (facial
expressions, eye contact etc.)
Communication Form
Vertical
Horizontal
Vertical Communication
Manager
Subordinate Subordinate
Horizontal Communication
Manager
Subordinate Subordinate
Communication Form
Oral
Written
Oral Communication
Oral communication takes
place in face-to-face
conversation, group
discussion , telephone
call,etc
Written Communication
Written communication can
be achieved by different
convey resume.
Good Preparing.
Managing a Meeting.
Time Keeping.
Issuing Minutes.
Be on Time
Be Yourself, Be at Ease
Present Yourself Appropriately
A Winning Smile
Be Open and Confident
Be Positive
Be Attentive
Electronic Communication
E.mail is one of the most
benefiicial tool of cmmunication .
Use Headlines.
Make One Point per Email.
Specify the Response You Want.
Be a Good Correspondent.