COMMUNICATION SKILLS

What are communication skills?

Communication skills allows us to understand and be understood, it includes
exchange of ideas, speaking, listening, empathizing, giving critical feedback.
What is verbal and non-verbal communication?
Verbal – Verbal communication refers to exchange of thoughts, ideas verbally
or orally. Speaking and Listening are a crucial part of verbal communication.
Non-Verbal- It is a type of communication in which the message is
communicated in form of non-verbal means such as body language, gestures,
expressions.
What are five different levels of communication?
• Extrapersonal communication
This is the communication between humans and non-humans entities.
• Intrapersonal communication
Communication occurring within mind of someone. Self-talk.
• Interpersonal communication
This involves face to face communication. All the exchange of thoughts,
feelings, ideas are verbal or non-verbal in this.
• Organizational communication
It includes meetings, interviews, emails, phone calls.
• Mass communication
Newspapers, Radio, Magazines, Newsletters, Television.
What are the barriers to communication skills?
• Poor language skills-
Improve vocabulary, think in the language.
• Interruptions and noise
Speak more loudly. Identify the sources of noise and see if it can be
stopped.
• Over use of idioms
It is recommended to not over use idioms, it can make communication
difficult.
• Emotional Interference
 Emotions should not interfere so its best recommended to put emotions
on side while communicating.

• Absence of feedback
Giving feedback is very important as it allows for a two way healthy
communication.
• Poor listening or inattentiveness
Better listener, keep an open mind, feedback.
• Variations in accents of different countries.
• Not speaking with clarity
• Information overload
• Punctuations
• Wrong asssumptions

Do’s
1. Increase your knowledge on all subjects you are required to speak.
2. Always pay undivided attention to the speaker while listening.
3. Speak clearly and audibly.
4. Always think ahead about what you are going to say.
5. Make notes.

Don’ts
1. Do not instantly react and mutter something in anger.
2. Do not speak too fast or too slow.
3. Do not speak in inaudible surroundings, as you won’t be heard.
4. Do not use technical terms & terminologies not understood by majority
of people.
5. Do not jump to the conclusion that you have understood everything.
TEAM BUILDING
Team- A group of people, organized to work together to meet the
common goals of the institution.

TEAM
1. Shared leadership. High Interdependence.
2. Individual, and mutual accountability.
3. Group projects.
4. Collective performance.
5. Common goal.
GROUP
1. Individual leadership.
2. Individual accountability.
3. Individual work.
4. Share information.

Characteristics of a team-
There is a clear unity of purpose.
• The group is self-conscious about its own operations.
• The atmosphere tends to be informal, comfortable, relaxed.
• There is a lot of discussion in which everyone participates,
• People are free in expressing their feelings as well as their ideas.
• Criticism is frequent, frank and relatively comfortable.
• Each individual carries his or her own weight,
• The leadership of the group shifts from time to time.

TEAMS –
1. Problem Solving teams
2. Self-managed teams
 3. Cross-Functional teams
4. Virtual teams

TEAM challenges and solution-

1. Take the pain out of the meeting – plan ahead, use time, summarize,
review.
2. Handle personality clashes – behaviors you want to see, accountability.
3. Delegate effectively
4. Deal with poor performance – ask questions, talk to the person.
5. Build trust – openness, expectations, good communication.
GOOD TEAM – VALUES, APPROACH, COMMUNICATION, EMPATHY.
NEGOTIATION
IMPORTANCE-
• Increases profit and salary
• Increases long term success
• Reduce workplace conflicts
• Dealing with clients made easy
• Builds confidence
• Develops interpersonal skills
• People will have a difficult time to make advantage of you
It is a dialogue between two parties to resolve conflicts and find a solution
acceptable for both.
o PREPERATION>DISCUSSION>CLARIFY
GOALS>OUTCOME>IMPLEMENTATION
o Negotiation process-
Investigation>BATNA>Presentation>Bargaining>Closure.

BATNA- Best Alternative to a negotiated agreement.

Why BATNA?
1. Provides reservation point(lowest price)
2. Increases confidence
3. Provides alternative
Negotiation skills-
1. Communication
2. Strategizing
3. Planning
4. Persuasion
5. Listening
6. Problem Solving
7. Emotional Intelligence
STYLES OF NEGOTIATION-
COMPETE
COLLABORATE
COMPROMISE
AVOID
ACCOMODATE