Communication

Mike Quinn
Starting Point

» “Your beliefs become your thoughts,

Your thoughts become your words,
Your words become your actions,
Your actions become your habits,
Your habits become your values,
Your values become your destiny.”

Mahatma Gandhi
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What is Communication?

Communication is the process in which

information, ideas and understanding are
shared among two or more people.

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The Communication Process

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Communication Process

» 1 Way Process » 2 Way Process

▪ Sender ▪ Sender
▪ Message ▪ Message
▪ Receiver ▪ Receiver
▪ FEEDBACK

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Communication Process

» Feedback is what differentiates two way

from one way communication

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Barriers to Communication

» What is a barrier to Communication?

» It is …………………………….Anything that
prevents understanding of the message.

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Barriers to Communication

» Physical barriers
» Perceptual barriers
» Emotional barriers
» Cultural barriers
» Language barriers
» Gender barriers
» Interpersonal barriers
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Improving Communications

» Working on improving your

communications is a broad-brush
activity. You have to change your
thoughts, your feelings, and your
physical connections.
» That way, you can break down the
barriers that get in your way and start
building relationships that really work.
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Communication

Factors of communication

In terms of how our communication skills impact our

customers what do you think the split between the
three factors of communication is?

⚫ Body Language:
⚫ Tone of Voice:
⚫ Words we use:
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Factors of communication
⚫ Body Language: » 55%
⚫ Tone of Voice: » 38%
⚫ Words we use:
» 7%

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Communication

Its not what we say its how we say it!!

To demonstrate this let us take the following

sentence as an example, while putting stress
on the first word only, then repeat the
sentence with stress on the second word only
and so on.

I never said she stole my money 12

Communication
» Tone of Voice
» Making the most of your voice
• Speed
• Loudness
• Articulation
• Pitch

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Oral and non verbal communication

» How would you define the term “Non

verbal communication”?

Non verbal communication encompasses all

the ways we communicate by our
behaviour rather than words.
Examples?

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Examples of NVC

» Smiling / frowning
» Rolling one's eyes (shows contempt)
» Gesturing
» Touching (pat on the back, touching one's
arm)
» Signs are a more mechanical kind of non
verbal communication, which includes
signal flags or lights, a 21-gun salute
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Oral and non verbal communication

» Non verbal communication

▪ Primarily applied to four areas
• Body language (gestures, facial expression, head
nods, etc)
• Our use of space and territory
• How we dress and present ourselves
• Paralanguage (qualities of the voice such as pitch,
tone and volume)

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Oral and non verbal communication

» The Functions of NVC

1. Expressing emotions
2. Supporting speech
3. Replacing speech
4. Indicating relationships
5. Regulating conversation
6. Getting Feedback

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Oral and non verbal communication

» What kind of assumptions might we make about a

person who:
• Evades eye contact
• Stands very close
• Has slurred speech
• Has hair dyed bright green
• Wears a conservative suit and tie
• Has a limp handshake

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Oral and non verbal communication

◼ What mistakes can arise from these

assumptions?

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Listening Skills

Listening Skills
» “The accurate perception of what is being
communicated. It is the art of separating
fact from statement, innuendo and
accusation.”
» An active skill, requiring concentration
and effort. Different from hearing and not
the same as waiting for your turn to talk.

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Listening Skills

Listening Skills
» A good listener…
✓Conveys sincerity
✓Does not interject their own thoughts
✓Nods head
✓Does not finish the sentence for the speaker
✓Paraphrases what was said
✓Leans toward the speaker
✓Shares positive comments
✓Shows good eye contact

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Listening Skills

▪ To improve your listening skills try the

following:
➢Focus on the speaker and what he is saying.
➢Look at the speaker and make eye contact where
possible.
➢Listen with an open mind.
➢Rephrase what was said to clarify that you
understood the intended message.
➢Control your non-verbal communication. Do not
show impatience or disapproval.

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Thank you

» Thank you for your time and participation in

todays virtual class

» Any questions that have arisen today or

during the week can be posted on our
Subject Forum

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