EFFECTIVE

COMMUNICATION SKILLS
EN FARID RIDHUAN BIN ISMAIL
LEARNING OUTCOME

• Demonstrate effective communication skills.

• Incorporate media technology in enhancing
communication effectiveness.
INTRODUCTION

• What’s is communication? Elements in communication?

• Function of Communication?
• Sharing knowledge
• Deliver and receive message
• Sharing experienced
• Sharing feeling
• Understanding each other
LEVELS OF COMMUNICATION

• Intrapersonal
• Interpersonal
• Transpersonal
• Small group
INTRAPERSONAL

• Intrapersonal communication is a communication which

happens yourself. (Talk to ourselves)
• Here both Source (sender) and receiver is only one, so,
the feedback works without any interruption.
• A person can communicate himself through pain, thinking,
feelings and emotion
INTERPERSONAL

• Between individuals
• Two persons are involved in this communication process.
• Here the Source becomes a receiver and receiver
become Source because of dynamic communication
process were the feedback’s are shared between Source
and the receiver.
TRANSPERSONAL

• Involves conversing with spirits, divine and ancestors making it

an important incident of the monastic and religious life in
prayer halls, ashrams and among tribal and aboriginal
communities.
• A single person is the source as well as the destination of
intrapersonal communication, with brain waves being the
channel for the same.
• It is a reflection of a person’s habits, role, self-
concept, attitude, beliefs and values.
SMALL GROUP

• More than two members involved in communication

process will become a group communication.
• If least number of persons is involved in the group
communication is called as small group communication.
• In this communication process, everyone becomes a Source
as well as receiver through sharing information and gives
feedback to another.
EFFECTIVENESS OF COMMUNICATION

• L : Listening
• O : Observation
• V : Verbal Respond
• E : Empathy
LISTENING

• This is a first rule for effectiveness of communication

• It’s refer to actively listening

“God gives us two ears and one mouth so we can hear

more than talk”
LISTENING

• Hearing – Physical process, natural, passive

• Listening – Physical as well as mental process,
active, learned process, a skill
Listening VS Hearing
ACTIVE LISTENING

• Concentrate and give fully attention

• Always sensitive
• Understand and empathy
• Use an eye contact
• Give a chance
• Be patient
• Do not give to much advice
• Control the anger
VALUE OF LISTENING

• Good listening reflects courtesy and good manners.

• Listening carefully to the instructions of superiors improve
competence and performance.
• Good listening can eliminate a number of imaginary
grievances of employees.
• Good listening skill can improve social relations and
conversation.
• Listening is a positive activity rather than a passive or negative
activity.
OBSERVATION
• Appropriately looks at the patient while the patient is talking
• Allows the time for appropriate silences
• Feeds back to the patient what he or she has understood from the patient
• Provides appropriate non-verbal responses to patient’s statements
• At all times responds to verbal cues (e.g., does not go on with regular questioning
when the patient reveals major life or situation changes like “I just lost my
mother”)
• Clarifies jargon when used by the patient
• Comprehends what the patient says
• Lets the patient tell his or her story (does not interrupt the patient
inappropriately)
• Does not make other things while the patient is talking (e.g., looks at computer
chart, takes phone calls)
VERBAL RESPOND

• Relay and receive information

• Expressing feeling
• Make sure your communication is suitable to the situation;
Who, What, Where, How And When
• Use your verbal respond by paraphrase, reflection,
question and so on.
EFFECTIVE VERBAL RESPOND

• Use a simple word/ language

• Sharing your feeling and thought
• Provide the necessary information
• Paraphrase what you heard
• Ask the appropriate question
• Do not criticize
• Always safe face
EMPATHY

• Psychological attention
• Put yourself in someone else’s situation
• Show we care about others
• Therapeutic communication
EFFECTIVE COMMUNICATION

• Clarity
• Conciseness
• Completeness
• Correctness
• Courtesy
TECHNOLOGY AND
COMMUNICATION
• Using technology in communication has become a
necessity, it’s now part of our lives.
• People communicate through emails, faxes, Mobile
phones, texting services, video conferences, video chat
rooms and social media channels.
COMMON TYPE OF TECHNOLOGY
USED IN COMMUNICATION
• Product or Service Surveys
• Social interactions with customers Synchronous
Communications
• Video conferencing
• Use of digital network
• Social networking platform Asynchronous
Communications

• E-mails
PRODUCT OR SERVICE SURVEYS

• Before the invention of the internet, it was so difficult to

conduct a survey, most companies would pay money to
magazines and place survey forms and offer gifts to users who
filled those surveys and mailed them back to the company.
• Taking a survey is very important to a business because that is
how you will know what your clients want and know areas of
improvement.
• This produces a quick response and saves the company money
and time.
https://forms.gle/X3LYv2CjgPr8zGBD7
SOCIAL INTERACTIONS WITH
CUSTOMERS
• With the recent invention of social networks
like Facebook and twitter, a business can create business
pages then get followers for these pages.
• The process is so simple and free.
• For some business, they set a budget for building a fun
base for their pages, so they use these pages to update
and communicate with their followers.
VIDEO CONFERENCING

• A telephone call between two or more individuals where

several people participate with live video of the participants.
• Gone are the days when you had to wait for your boss to be
in the meeting to start a presentation.
• New technology enables your boss to be in the business
meeting while in a hotel in Hawaii preparing for a partnership
or investors meeting.
• Conducted online using software like Skype/ Whatsapp.
USE OF DIGITAL NETWORK

• Phones and printers are all digitized, not like before when
communication was hindered by telephone lines.
• During bad weather, most the lines would go off.
• Now with satellite and broadband transmissions, you can
communicate with anyone at work or off work via their mobile
phones.
• You can also send a file to a printer while you are at home
and someone in the office gets the printout.
SOCIAL NETWORKING PLATFORM

• These social interaction networks have helped individuals

discover old school friends and also get new friends
based on interests and region.
• Before this technology, it would be next to impossible for
you to find all your old friends and interact with them on
an instant, share life and your past on instant.
E-MAILS

• Electronic mail (e-mail) is widely used to coordinate

projects and to communicate between team members.
• It has several valuable characteristics for project
management:
• Information can be sent to a list of team members.
• Messages can be saved to document the process in case of a
misunderstanding or miscommunication.
• Files can be attached and distributed.
( yahoo mail, Hotmail, and Gmail)
EFFECT OF TECHNOLOGY IN
COMMUNICATION
• People can create new relationships and also discover old
friends.
• Keeping in touch with friends.
• Parental security: When something wrong is detected, the
App will notify the parent that their child might be in
danger. See an example of such App. SecuraTrac
• Free internet calls
 ADVANTAGES AND DISADVANTAGE OF
TECHNOLOGY IN COMMUNICATION

• Please find out the advantages and disadvantages of technology in

communication.
• Submit on 7th September 2021 before 1.00 pm.
• Format:
• Font Arial, size 12
• Line spacing 1.5
• Must include: Introduction, Main Topic (Discussion), Conclusion, &
References.
• Not more than 5 pages.
 CONCLUSION

…in the new global and diverse workplace

requires
excellent communication skills!