Communication Skills

By Heba Sakkijha

Computer Analyst/programmer
 ‘Wise men talk because they have
something to say; fools, because
they have to say something.’

Plato
 “Leaders are not born or made,
they are self-made…”
 Pre-Assignment Exercise

Think of a situation where an opportunity

was missed because of lack of
communication, and what communication
skills in particular could have avoided the
problem.
Sharpen your
Communication
Skills
 Objectives

By the end of this presentation you will know :-

§ Definition of Communication Skills

§ Elements of Communication
§ How do we communicate
§ Effective listening
§ Communication Barriers
§ Communication Styles
§ Impact of effective communication
 Exercise

Try to draw the picture

as your colleague describes
it for you…

(In pairs) …

The Drawing …..\Start exercise.png

 Definition of
Communication Skills

Communication skills is the set of skills that

enables a person to convey information so
that it is received and understood.
 Elements of
Communication Process
 Elements of
Communication Process

q Source :Who sends the message.

As the source you need to be clear why
and what you want to communicate .

q Message : the information that you want

to communicate

q Encoding : the process of transferring the

information you want to communicate into
a form that can be understood.
 Elements of
Communication Process
Cont..
q Channel : Verbal  Face-To-Face
meetings, Telephones, Video
Conferencing.
written  Letters, e-Mails,
Memos, Reports

q Decoding : like read a message carefully, or

listen actively to it.

q Receiver : who receives the information

 Elements of
Communication Process
Cont..

q Feedback : It can be:

● Verbal Reactions and Non-Verbal Reactions.

● Positive feedback and Negative feedback.

q Context : The situation in which your message is

delivered , including :-
● Various Cultures

● Language

● Location or Place
How do we communicate ?
 How do we communicate ?

q Verbal : This is what you are saying

q Para verbal : This is how you say it ..
●
Your Tone, Speed and
Volume
q Non-Verbal : The Body Language
q Written : What you write
q Listening : what you hear
 Body Language
The Body Language includs

- Facial Expressions … smile

- Gestures
- Posture
- Eye Contact
‘Eyes are the windows of the soul’

The communication effectiveness is determined by :-

- 7% Your words
- 38% Your Tone of Voice
- 55% Your Body Language

“It’s not what you say, it’s how you say it”
Body Language
Body Language
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Body Language
Body Language
Body Language
Body Language
Body Language
Body Language
Body Language
Body Language
Body Language
Body Language
Body Language
Body Language
 Body Language

Game …
‫ مـن غـيـر كـلم‬...
 Verbal Communication

Effective Verbal Communication Elements :-

Knowledge
Belief
Willingness
Practice
 Verbal Communication

How to Speak Effectively :-

Notice your Body Language

Notice others reactions

Control your tone and speed

Use clear pronunciation

Use models, examples and evidences

Focus on content and substance and avoid difficult and trivial meanings
 Listening Skills

Game …
Announce the sentence that was passed through a group
of people…

What do we learn from this game?

• Verbal communication can create chaos while it reaches the last
person.
• Every person’s thought influences the individual understanding.
• So be an active listener......
 Listening Skills
Listening Types :-

Exercise …
 Listening Skills
Listening Types :-
Inactive listening
(‘in one ear and out the other’)
Selective listening
(you hear only what you want)

Active listening
listen clearly to content and intent..

Reflective listening
(active listening + clarifying + mutual
understanding, Listening with Empathy)
 Listening skills

Listen with Empathy

The ability to understand and share the feelings of another

‘I am interested in what you are saying’
Don’t interrupt
Don’t criticize or judge
unmistakably convey the message through words and non-verbal
behaviors, including body language

Put yourself in someone else’s shoes …

 Improve your listening skills

Give your full attention

Give feedback .

If it is difficult to concentrate
then repeat the speakers words and ask “did I understand you?”

Let the speaker finish before you to talk

Let yourself finish listening

Make sure your mind is focused

 Improve your listening skills (cont.)

People speak 100 to 175 WPM but can listen intelligently to 300 WPM.

Listen with a purpose.

Purpose can be to gain information,
obtain directions, understand others,
solve problems, share interest, see
how another person feels, show support, etc.

Listen for main ideas

 Written Communication

Educational
Documented
Time consuming
Dealing with negative feelings
Helps in remembering feelings
The response is not spontaneous
Effective written communication requires great
skills and competencies in language
 Perception

Game :- The squares with equal shapes…

Perception is the process by which people translate

sensory impressions into a viewpoint. Not necessarily
based on complete or verified information.
 Communication Barriers

An individual's subjective viewpoint towards issues/people,

which leads to assumptions. (Perception)

The biggest barrier in written and spoken communication is

language.

Interrupting the speaker

Not maintaining eye contact with the speaker

Use of negative words or negative way

 Communication Barriers

Getting ahead of the speaker and completing

his/her thoughts

Lack of consistency in the communication process

Words can have different meanings to different

people, thus blocking communication.

Rushing the speaker to complete what he/she has

to say

Not being Specific

God granted a man 2 wishes...
The man asked for:
1- the best drink ever.
2- the best woman ever.

Next moment he got:

Mineral water & Mother Teresa.

Moral: Be specific ...

 Communication Styles

Fun Quiz…

Know your communication style …

 Communication Styles
q Passive
puts the rights of others before his own, minimizing his own self worth
soft or tentative voice
lowered self esteem, anger at self
The outcome is that others achieve their goals at his expense

q Aggressive
stands up for his rights but he violates the rights of others
‘you’ statements, loud voice
brutally honest, direct ,forceful and self enhancing
The outcome is usually that his goal is achieved at the expense of others
Others feel humiliated, defensive and hurt around him.
 Communication Styles

q Assertive
stands up for his rights while maintaining respect for the rights of others
‘I’ statements, firm voice
looking direct, relaxed posture, smooth and relaxed movements
converts win-lose situations to win-win ones.
willing to compromise and negotiate.
goal-oriented, valued. Later he may feel a sense of accomplishment.
others feel valued and respected.

q Passive-Aggressive
dishonest, manipulative, not direct
 How to be Assertive

Build self confidence ;

Become informed
Be prepared for potential questions
Brainstorm
Overcome shyness

Visualize situations and circumstances before experiencing them.

Learn to say “NO”.

Reinforce the positives in yourself .

Model your behavior after a person you admire

Respect others and treat them the way you want to be treated.
 Communication Styles

Video …..\Barack Obama Incredible Speech.flv

 Effective communication

Effective communication affects :-

Level of stress
Relationships with others
Level of satisfaction with your life
Productivity
Ability to meet your goals and
achieve your dreams
Ability to solve problems
So, Stop Talking..
Start Communicating..