Effective Communication Skills

Objectives

Define and understand communication and the

communication process

List and overcome the filters/barriers in a

communication process

Practice active listening

Tips to improve verbal and non verbal communication

What are the most common ways

we communicate?

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Written Word

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What is Communication?
Communication is the transmission of an idea or feeling so that the
sender and receiver share the same understanding.

Communication is not a mysterious process.

It takes place when the ideas from your mind are transferred to
anothers and arrive intact, complete, and coherent.

The Communication Process

Medium

Barrier
SENDER
(encodes)

Barrier

Feedback/Response

RECEIVER
(decodes)

Types of Communication
One-way communication

Two-way communication

One to many

Components of Communication
Verbal Communication
Vocal communication
Non-verbal communication

Features of Effective Communication

Active Listening

Eye contact

Posture

Simple language

Questioning skills

Benefits of effective communication

Quicker problem solving

Better decision making
Steady work flow
Strong business relations
Better professional image

Barriers to communication

Noise
Inappropriate medium
Assumptions/Misconceptions
Emotions
Language differences
Cultural differences
Poor listening skills
Use of jargon
Distractions

Hearing Vs Listening
Hearing Physical process,
natural, passive
Listening Physical as well
as mental process, active,
learned process, a skill

Listening is hard.
You must choose to participate in the process of listening.

Active Listening
The process of recognizing, understanding, and
accurately interpreting communicated messages
and responding to spoken and/or nonverbal
messages.
Steps to Effective Listening:
Hearing
Interpretation
Evaluation
Respond

Improving Verbal Communication

o
o
o
o
o

Eliminate Noise
Get Feedback Verbal & Body Signals
Speak Slowly & Rephrase your sentence
Dont Talk down to the other person
Listen Carefully & Patiently

Improving Body Language

Keep appropriate distance
Touch only when appropriate
Take care of your appearance
Be aware - people may give false cues
Maintain eye contact
Smile genuinely

Success for YOU

in the new global and diverse workplace
requires
excellent communication skills!

THANK YOU