COMMUNICATION

SKILLS

Prepared by Mr. Yonis

INTRODUCTION TO COMMUNICATION SKILLS
• ESTABLISHING RAPPORT
RAPPORT
• Self-Confidence
• You must Understand People
• You must be Excited
• Eye Contact
• You must be Interested in them
COMMUNICAITON MODELS

• In the 19th century, the word ‘communication’

came to refer to the movement of goods and
people, as well as of information. We still use the
word in these ways, of course: roads and
railways are forms of communication, just as
much as speaking or writing.
CONTI…
• And we still use the images of the industrial
revolution – the canal, the railway and the postal
service – to describe human communication.
• Information, like freight comes in ‘bits’; it needs
to be stored, transferred and retrieved. And we
describe the movement of information in terms
of a ‘channel’, along which information ‘flows’.
CONTI..
• This transport metaphor was readily adapted to
the new, electronic technologies of the 20th
century. We talk about ‘telephone lines’ and
‘television channels’. Electronic information
comes in ‘bits’, stored in ‘files’ or ‘vaults’. The
words ‘download’ and ‘upload’ use the freight
metaphor; e-mail uses postal imagery.
 COMMUNICATION
Communication is the art of transmitting information, ideas and
attitudes from one person to another.
ITS ESSENCES :
o PERSONAL PROCESS
o OCCURS BETWEEN PEOPLE
o INVOLVES CHANGE IN BEHAVIOUR
o MEANS TO INFLUENCE OTHERS
o EXPRESSION OF THOUGHTS AND
o EMOTIONS THROUGH WORDS & ACTIONS.
o TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.
o IT IS A SOCIAL AND EMOTIONAL PROCESS.
PROCESS OF COMMUNICATION
Shannon–Weaver transmission model of communication

Noise

channel
source encoder decoder receiver
message

feedback

• Shannon–Weaver transmission model of communication

PROCESS OF COMM. CONT….
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.
•Knowing your audience.
PROCESS OF COMM. CONT….
• Verbal Communication Channels

Non verbal communication channels

PROCESS OF COMM. CONT….
• Decoding • EFFECTIVE DECODING:
– Listen actively,

– Reading information carefully,

– Avoid Confusion,
– Ask question for better understanding.

• EFFECTIVE DECODING:
• Receiving – Listen actively,

– Reading information carefully,

– Avoid Confusion,
– Ask question for better understanding.
PROCESS OF COMM. CONT….
Feedback can be:

• Verbal Reactions and Non-Verbal Reactions.

• Positive feedback and Negative feedback.

What are the most common ways
we communicate?
s
Sp age
o ke m
n alI
Wo i su
rd V

Bo
d dy
or La
ng
W ua
e n ge
t
rit
W
Types of Communication
Downwards Communication :
Highly Directive, from Senior to subordinates, to
assign duties, give instructions, to inform to offer feed
back, approval to highlight problems etc.
Upwards Communications: It is non directive in
nature from down below, to give feedback, to inform about
progress/problems, seeking approvals.
Lateral or Horizontal Communication: Among
colleagues, peers at same level for information level for
information sharing for coordination, to save time.
HIERARCHY LEVELS
Executive Director
Manager

Vice President

A.G.M.
Supervisor 1 Supervisor 2 Supervisor 3

Manager

Supervisor
Horizontal Comm.
Forman
BARRIERS TO COMMUNICATION
• Noise
• Inappropriate medium
• Assumptions/Misconceptions
• Emotions
• Language differences
• Poor listening skills
TYPES OF BODY LANGUAGE
Remember that you are dealing with “PEOPLE”
• (P)OSTURES & GESTURES
• How do you use hand gestures? Stance?
• (E)YE CONTACT
• How’s your “Lighthouse”?
• (O)RIENTATION
• How do you position yourself?
• (P)RESENTATION
• How do you deliver your message?
• (L)OOKS
• Are your looks, appearance, dress important?
• (E)XPRESSIONS OF EMOTION
• Are you using facial expressions to express emotion?
 Enjoy yourself. The audience will be on your
side and want to hear what you have to say!
 •End!
•Thanks