COMMUNICATION SKILLS Presented By:

ENHANCEMENT Dikshit Tallapragada,

Ementor Enterprises
PROGRAM
Exercise - I
 EXERCISE
First person to pick up one chit
Memorize the sentence and return the chit
Go back and utter the sentence to the 2nd person
No one else should hear the sentence
Then the 2nd person should utter it to the 3rd person and so on
The last person should announce the sentence to all
Now, the 1st person takes the chit and reads to all
EXERCISE
I am planning to go for a movie this evening with my friends Rama Swamy and
Saravanan
I will not be coming to office on 28th July as I need to attend the marriage of my
cousin
You don’t need to come to office tomorrow
 Please write one sentence definition of Communication Enhancement

“Improvising the act of imparting information”

for the purpose of
“evoking understanding”

Communication Enhancement is all about

Conveying your messages
To other people
Clearly and unambiguously.
It’s also about
receiving information that others are sending
to you,
With as little distortion as possible
DISTORTION
All messages do not reach the receiver due to “distortion”
 THE PROCESS OF
COMMUNICATION

Decodin
Source Encoding Channel Receiver
g
SOURCE
Why to communicate?
What to communicate?
Usefulness of the communication
Accuracy of the information to be communicated
ENCODING

The process of transferring the information you want to communicate into a form
that can be sent and correctly decoded at the other end.
Ability to convey the information
Eliminate sources of confusion eg., cultural issues, mistaken assumptions, and
missing information
Knowing your audience
CHANNEL

Verbal communication channels: Written communication channels:

Face to Face meetings Letters

Telephones E-Mails

Video conferencing Memos

Reports
DECODING
Listen actively
Reading information correctly
Avoid confusion
Ask questions for better understanding
RECEIVER
The prior knowledge can influence the receiver’s understanding of the message
Blockages in the receiver’s mind
The surrounding disturbances
FEEDBACK
Verbal reactions
Non-verbal reactions
Positive feedback
Negative feedback
CONTEXT
Various cultures (Corporate, International, Regional, etc.,)
Language
Location or place (Restaurant, Office, Auditorium, Room etc.,)
Situation
PROCESS RECAP
The sender needs to communicate
The content
To the receiver
For better clarity
In the communication process
BRE
AK
COMMUNICATION SKILL

Listening skill
Non Verbal
Para Verbal
Communicatio
Verbal
Written
n
COMMUNICATION NEEDS
Verbal communication – The words we choose
Para-verbal communication – How we say the words
Non-verbal communication – Our body language
Listening
LISTENING SKILL
FAST FACTS
We listen at 120-250 wpm, think at 1000-3000 wpm
75% of the time, we are distracted, preoccupied or forgetful
20% of the time, we remember what we hear
More than 35% of the businesses think listening is a top skill for success
Less than 2% of people have had formal education with listening
LISTENING VS HEARING
Hearing – Physical process; Natural; Passive
Listening – Physical & mental process; active; Learned process; A skill
Listening is hard!

You must choose to participate in the process of listening

BARRIERS TO EFFECTIVE
LISTENING
Physiological barriers
Environmental barriers
Attitudinal barriers and false assumptions
Socio cultural differences
Lack of training
PURPOSE
The Purpose of listening can be to
gain information,
obtain directions,
understand others,
solve problems,
share interest,
see how another person feels,
show support etc.,
ACTIVE LISTENING
Use Non-verbal communication:
Smile
Gestures
Eye Contact
Your posture
GIVE FEEDBACK
Remember that what someone says and what we hear can be amazingly different.
Repeat back or summarize to ensure that you understand.
Restate what you think you heard and ask, “Have I understood you correctly?”
SHOW THE SPEAKER YOU ARE
LISTENING
Eye contact
Physical attention
Do not change topic
Confirm understanding
Ask questions to clarify issues
Match the speaker body gestures
ACTIVE LISTENING – 4 STEPS
Listen
Question
Reflect-Paraphrase
Agree
GUIDELINES FOR EFFECTIVE
LISTENING
Be prepared to listen
Be interested
Keep an open mind
Listen for the main ideas
Listen critically
Resist distraction
DON’TS OF LISTENING
Early dismissal of a subject as uninteresting
Avoiding difficult listening
Criticizing delivery or physical appearance
Faking attention
Listening only for facts
Judging
Looking bored
Yawning during conversation
LISTENING ONE - ONE
The listener keeps looking at the speaker
The listener’s body is in ‘open’ position
The listener is smiling with a pleasant & encouraging expression
Listener looks relaxed but alert, neither tense nor slouching
Listener utters humming sounds
EXERCIS
E - II
LISTENING EXERCISE
NON-VERBAL
COMMUNICATION

What goes on in the inside, shows on the outside

Non-verbal communication refers to the physical things we do to (that) send

messages to others
Examples include our posture, stance, the way we move, rolling of eyes and so on..
NON-VERBAL
COMMUNICATION
Eye contact
Facial expression
Gestures
Posture and body orientation
proximity
FACE AND HEAD
EXPRESSIONS
Broken eye contact (Hide)
Looking pat you (Bored)
Piercing (Angry)
Steady (Honest)
Head turned slightly (Evaluating you)
Tilted head (Uncertain about what you said)
Nodding (In agreement)
Smiling (Confident)
ARMS AND HEAD
EXPRESSIONS
Arms folded tightly (Not receptive)
Arm over the back of the chair (Need for dominance or negative reaction)
Open palms (Positive)
Hands clasped behind head (Need for dominance)
Steepling of the fingers (Need to control negotiation)
Hand wriggling (Nervousness)
Self touching (General nervousness)