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Ways and Channels of Communication Types of Communication Major Pitfalls of Communication Styles of Communication

Communication . . .
Questioning Listening One-Way/Two-Way

Written & Oral Communication Verbal & Non-verbal

After the session, you will be able to Understand
± Communication Process ± One-way/ Two Way Communication ± Oral /Written/ Communication ± Signals - Non-verbal Communication ± Listening Skills ± Styles of Communication ‡ Assertive ‡ Aggressive ‡ Passive

Communication 4. Encoding 10. Intended meaning 2. Perceived meaning Sender 6. Decoding channel Receiver 5. Intended meaning 7. Decoding (receiver) One-way communication . Intended meaning 8. Communication channel Person B 3. Encoding Two-way communication if B sends feedback to A 9.Person A Sender 1.

‡ One-way communication ± Process in which information flows in only one direction ‡ No feedback from the receiver ± Faster and easier for sender ‡ Two-way communication ± Process in which information flows in two directions ‡ Receiver provides feedback ± Basis for constructive exchanges ± More difficult and time consuming ± More accurate .

questions can be asked and answered ‡ Feedback is immediate and direct ‡ Receiver can sense the sender·s sincerity ‡ More persuasive ± Disadvantages ‡ Can lead to spontaneous.‡ Oral channel ± Advantages . ill-considered statements ‡ There is no permanent record of the communication .

sender has no control over where.message can be revised ‡ Provides a permanent record ‡ Message stays the same when sent to several receivers ‡ Receiver has more time to analyze the message ± Disadvantages .‡ Written channel ± Advantages . or if the message is read ‡ Sender does not receive immediate feedback ‡ Receiver may not understand parts of the message ‡ Message must be longer to answer anticipated questions . when.

‡ Verbal skills ± Powerful messages are simple stated message ± Are straight & direct ± Spoken & Written Messages ‡ Nonverbal skills ± Can support or undermine the stated message ± Nonverbal cues may make a greater impact than other signals ± Can send a positive message with nonverbal signals by: ‡ Arranging the office to foster open communication ‡ Body language ‡ Facial expression and tone of voice .

ignoring.Communication Pitfalls ± Errors can occur in all stages of the communication process ± Perceptual and filtering processes create misinterpretation ‡ Perception . or distorting information ‡ istening ² Hearing.process of receiving and interpreting information ‡ Filtering . and finally responding . remembering.process of withholding. interpretation. evaluating.



Listening Skills .

or errors Builds good rapport and relationship between members in a team . stress.Helps understand what the speaker wants to convey Avoids any misunderstanding or communication gap Helps avoid conflict.

Hearing Types Passive 2. Remembering 5. helps listener check understanding 3.Steps 1. Interpreting Encompasses five steps Is of three types³passive. selective. Responding Active 14 . and active Needs to be active for effective communication When active. Evaluating Selective 4.

± Boredom ± Situation ± Pre-conceived notions ± Tiredness ± Jumping to conclusions ± Selective listening ± Speed of talking ± Extensive use of jargons or clichés 15 .

± Repeat or summarize the conversation.± Put aside any other work. ± Focus on listening without pre-conceived ideas or prejudices. ± Avoid distraction. ± Ask questions to get more information. ± Give feedback. 16 . ± Avoid arguing and criticizing while listening. ± Show empathy towards the speaker.


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After the session. you will be able to Understand Styles of Communication Aggressive ± Passive ± Assertive Styles Do¶s and Don¶t¶s Verbal & Non-verbal Signs .

‡ Speak with a slow speed and tone of your voice. ‡ Speak with low volume and pitch of voice.‡ Speak calmly. .

‡ Speak with extra emphasis on words. ‡ Speak using high speed and tone of voice. ‡ Speak with a high volume and increased pitch of voice. 21 .

Speak with appropriate volume and pitch of voice.Speak clearly and firmly in a pleasant voice. Speak in normal speed and modulate the tone of your voice. .

feelings.It is the ability to honestly express your opinions. attitudes. and rights. in a way that doesn¶t infringe on the rights of others . without undue anxiety.

Desirable skill Reduces tension Increases mutual regard Gains relevance and prominence Boosts self-confidence .

 Respect others¶ rights  Ensure good interpersonal relationships  Express your rights honestly and clearly  Stand up for your rights firmly and politely  Always seek effective outcomes .

Non-assertive communication:  Camouflaging message  Hesitant phrases  Frequent justifications  Profuse apologies  Aggressive communication:  Excessive µI¶ statements  Boastful phrases  Sarcastic remarks  .


threatening questions. long rambling sentences. hesitation. justification. aggression. sarcasm and blaming others . and apologies Avoid boastfulness.Facts Aggressive   C R I T I C I S M Opinion  Boasting  Distinguish facts from opinions Provide constructive criticism Avoid advice.

open hand movements. good posture  . speaking in a steady and firm tone. Assertive:  good eye-contact.  Non-assertive:  wobbly voice  musical tone  jerky speech pattern  Nervousness  crossed arms Aggressive:  Staring  pointing fingers  fist thumping  hard and sharp tone  Shouting  fast paced speech  Scowling.

Q&A 30 .