Chapter 4

ENHANCING COMMUNICATION
SKILLS
This chapter presents various ways of overcoming the
barriers to effective communications and the use of
techniques that will enable one to generate desired
results while maintain the goodwill of others.
- A process of sending and receiving messages
and of exchanging responses.
1. Sender- the one sending the messages
2. Channel – is the source or means by which the
message is relayed
3. Receiver – is the one receiving the message
4. Response – is the reaction of the receiver to the
message based on the meaning and
interpretation he attributes to it
1. He is able to bring his message across.
2. The expected response is generated.
3. More than getting the expected response,
interpersonal communications must aim at
building and sustaining the goodwill and
respect of the receiver.
When the cited conditions for effective
communications are not realized, there is a
communication problem which can emanate from:
 The sender – these are problems of expression
 Receiverbrought about by problems of
perception
 Channel – maybe a wrong channel is used as
vehicle for communications
1. Lack of clarity brought about by
 Speech handicaps
 Poor vocabulary
 Poor pronunciation and diction
 Poor grammar
 Language barrier
 Audibility problem – too soft
 Pacing – speaking too fast
1. Lack of clarity brought about by
 Incomplete or misleading information
 Ise of technical terms that are not defined
 Disorganized presentation or rambling
 Lack of emphasis; words are not reinforced by
repetition or further elaboration
2. Sender not credible or acceptable to the
receiver such that his message is not accepted
nor able to generate the expected response
 Sender is not credible; does not speak with
authority
 Message does not sound convincing, lacks
supporting evidences or illustrations
 Sender’s reputation is questionable.
 Incongruence between verbal and non-verbal.
2. Sender not credible or acceptable to the
receiver such that his message is not accepted
nor able to generate the expected response
 Message is irrelevant and cannot relate to the
receiver.
 Delivery is not stimulating.
3. Communication style used breeds resentment
rather than goodwill.
 Style is either passive or aggressive
 Wrong choice of words – usually tactless and
insensitive
 Non-verbal (tone, volume, body language) carry
hidden messages that breed resentment or may
antagonize the receiver. Ex. Frowning face, show
of irritation, etc.
1. Poor listening Skills
2. Poor comprehension; inability to understand
3. Biases and prejudices due to
 past experiences
 Insecurities and fears
4. Hearing handicaps
1. Wrong channel
Ex. Written reprimand is not acceptable for a
very minor offense.
An oral warning is perhaps more acceptable.

2. Too many channels causing distortions

1. Use simple language. Avoid using technical jargon,
if it cannot be avoided, define the technical term
used.
2. Reinforce your message to achieve better
understanding. Use emphasis with words.
3. Check for understanding.
4. Speak with open mouth, pronounce words correctly.
Do not mumble or slur words. The vowel sounds
(a,e,i,o,u) should be clearly vocalized.
5. Be spontaneous. Avoid ah, eh, and prolonged pauses
between words.
6. Have eye contact, take note of non-verbal cues to
check understanding.
7. Be conscious and cautious of semantical barriers
such as words with double meaning. These words
can mean different for the sender and receiver.
8. Use normal conversational tone and modulated
volume; not too loud nor too soft.
9. Use low pitch voice. It is kinder to the listener’s
ear.
10. Talk at proper pace-not too fast, nor too slow.
11. Choose the appropriate words and be careful with
your grammar. Don’t miss important words.
Feel and emote the following words as you utter
them.
“Good morning.”
“Welcome back Mr. Guest.”
“How do you find the place Mr. Guest?”
“I’m glad to hear you that.”
“May I help you?”
“That’s fantastic!”
“That’s an amazing story. You really impress me.”
1. Have a commanding presence.
2. If asked to make a presentation, have a checklist of
information on what will be covered.
3. Anticipate possible questions or objections and be
prepared for an answer.
4. Be ready with your materials or documents to
support your presentation when this is called for.
5. In a sales presentation, give unbiased opinion.
6. Do not bluff. Admit if you do not have an answer to
certain questions.
7. Do not exaggerate. Refrain from using superlative
words; Use more specific and descriptive words.
8. Maintain congruence between verbal and non-
verbal gestures.
9. Justify the critical points you want to stress or
support them with facts so that the receiver will
have the impression that you know what you are
talking about.
Tone strongly affects the receiver’s perception of the
sender.
 Ifthe tone is harsh or hostile, the other person will
think he is being attacked.
 Influentialtone suggests firmness, strength, and
authenticity in what you say.
 Hesitant tone gives an impression that the speaker is
not really sure of what he is saying or that the issue
is not of much importance to him.
 Must be loud enough to be understood.
 Anaudience can lose interest in listening if they
have to stretch their ears to be able to hear.
 Welike to listen to those who can hear without
working hard.
 Appropriate volume sends a message that what
you are saying is important and needs attention
but does not blast the ear. (A soft voice can mean
the person is shy and not confident or not sure of
what to say; Loud voice can be interpreted as
harshness, arrogance and dominance.)
 Bodylanguage can enhance or reduce influential self-
expression.
 When one fidgets with the button of his/her dress while
talking, he would be perceived as nervous and not
confident.
 Mannerisms that go with verbal expressions will have
varying interpretations that can put the credibility of the
speaker in question.
 Themajor tool of connectedness of a sender to his
receiver of the message.
 Supports influential self-expressions.