Communication

LET’S DISCOVER
THE POWER OF
2

COMMUNICATION…
 WHAT DO WE
UNDERSTAND BY
A “SKILL”?

3
 To recognize & overcome barriers

 Advantages of listening

 To speak confidently

 To communicate effectively 4
Research shows, communication is…

55% 7%
body language words

38%
style
5
 Communication Skills

Why Communication…

• to express our emotions

• achieve joint understanding
• to get things done
• pass on and obtain information
• reach decisions
• develop relationships
6
 Communication Skills

Home Truths about Communication…

• Good Communication can’t exist
without honest listening
• We do not try HARD to get our
message across
• We do not take advantage of
various media available to us
• We all could improve our
communication skills
• It cannot be perfected
7
 Communication Skills

Ways & effects of Communication

Formal Less Flexible, More Accurate

but less responsive

Informal More Flexible, Less Accurate but

responsive (Grapevine/Rumors)

8
 Communication Skills

What is Communication…

• art of getting your message across

effectively through:

•Spoken words – first & simplest way

•Body Language – can make or mar

•Written words – reflects importance

•Visuals – leaves greatest impact

9
 Communication Skills

Types & Methods

Written Letters, Memos, Reports…

Spoken Conversations, Interviews,

Phone Calls, Requests…
Gestures Facial expressions, Actions,
Voice Tone, Silence, Stance…
Visuals Photographs, Paintings, Videos,
Film…
Multimedia Television, Newspaper,
Magazines, Internet… 10
 Communication Skills

Communication : The Flow

Channel

Formulating Delivery

Message

Sender Receiver
Feedback

Perception
Response

Understanding 11
 Communication Skills

Effective Communication…

• Is scarcer than quality water

• Is measured by results or actions
• Does not need to be very complex
• Is aimed at informing others
• Is complete and clear

12
 Communication Skills

Barriers to Effective Communication…

 Personal Barriers
• Your style and character (rude, polite, shy,
outspoken)
• Preparation & presentation
• Lack of clarity (pronunciation, pitch, etc.)
• Lack of credibility
• Timing

13
 Communication Skills

Barriers to Effective Communication…

Proper Pronunciation
Language

14
 Communication Skills

Barriers to Effective Communication…

 Organisational Barriers
• Culture

• Environment

• Size & structure

• Pace of activity

15
 Communication Skills

Barriers to Effective Communication…

 Process Barriers
• Channel/Medium

• Irrelevant Information loading

• Lack of Response or Feedback

• Inappropriate Questions

16
 Communication Skills

Overcoming the Barriers…

 Say to yourself, “I will get Response”

 Come up with a topic for discussion

everyday

 Start improving upon pronunciation

 Develop habit of reading – start with the

English newspaper / Comics

 Understand first, then communicate

 Don’t be afraid of asking questions 17

 Communication Skills

Body Language…

Facial Expressions
Gestures
Posture

18
 Communication Skills

Body Language…

Clearing throat, "whew" sound,

Whistling, smoking, pinching flesh
covering mouth, jiggling money or
Nervousness keys, tugging ears, wringing hands.

Short breaths, "tsk" sound,

tightly clenched hands,
wringing hands, Fist like gestures
pointing index finger
rubbing hand through hair Frustration
rubbing back of neck.

19
 Communication Skills

Body Language…

Openness Open hands,

unbuttoned coat

Arms crossed, sideways

glance, touching-rubbing
nose, rubbing eyes, Defensiveness
buttoned coat, drawing
away

Pinching flesh,
Insecurity chewing pen, thumb
over thumb, biting 20

fingernail
 Communication Skills

Body Language…

Upper body in sprinter's

position, open hands,
Cooperation sitting on edge of chair,
hand to face gestures,
unbuttoning coat.

Steepled hands, hands

behind back, back
stiffened, hands in coat Confidence
pockets with thumb out,

21
 Communication Skills

SPEAKING SKILLS
22
 Communication Skills

Speaking…

“A wise man reflects before be speaks;

a fool speaks, and then reflects on what
he has uttered.”

- French Proverb.

23
 Communication Skills

While Speaking…

• Take initiative
• Be polite
• Be pleasant (smile, jokes)
• Be clear and concise (tone, accent,
emphasis, pronunciation)
• Cite negative opinions honestly, but in a
positive manner
• Seek Feedback

24
 Communication Skills

While Speaking over phone…

• Write down in advance what you want to
say and in what order
• Smile
• Speak slowly
• Always be polite and friendly
• For long messages, follow a script
• Get confirmation
• Monitor your time
25
 Communication Skills

WRITING SKILLS

26
 Communication Skills

Clarity in Writing…

Rs 1000000000

Rs. 10,00,00,000/-

Rs. 10 Crore

27
 Communication Skills

While Writing…

 Plan what you want to say in your letter/ report

 Reread the letter when you have finished

 Check spelling & punctuation, then send

 Use simple language – avoid ambiguous words

28
 Communication Skills

While Writing…
 “KISS” (Edit the letter by cutting ruthlessly).
 Be kind to others’ eyes (font size, clarity)
 Be creative (use tables, graphs)
 Use the language YOU are better at

29
 Communication Skills

Keep in mind while writing

• Visualize the reader when you are writing
• Don’t write unbroken paragraphs
• Use numbered paragraphs to make cross-referencing
easier
• Punctuation plays the role of body language in writing

30
 Communication Skills

Keep in mind while writing …

• Use headings and subheadings.
• Use ruled sheets instead of plain ones.
• Don’t print without thoroughly checking your sources.

31
 Communication Skills

LISTENING SKILLS

32
 Communication Skills

Listening – why is it important?

Order in which we learn

Listening 45%

Order in which we are taught

Speaking 30%

Reading 16%

Writing 9%

33
 Communication Skills

Objective of Listening is…

• to receive information
• to understand effectively
• to enhance clarity
• to empathize

34
 Communication Skills

So, while Listening…

• Avoid distractions
• Do not interrupt unnecessarily
• Be active (show interest)
• Paraphrase what you’ve heard
• Throw an echo

35
 Communication Skills

What Listening Looks like...

• 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

36
 Communication Skills

PRESENTATION SKILLS

37
 Communication Skills

While Presenting…

• Research (find out facts & figures)

• Prepare (Introduce, Discuss, Conclude)
• Rehearse
• Be confident
• Present
• Use proper media
38
 5 styles of communicating to manage conflicts

You feel confident but You win and other person

“Go for it” uncooperative loses

“Run Away” You don’t feel confident or

cooperative You lose

You feel cooperative but You let the other person win
“Yes, Boss” unconfident

You feel partly cooperative & You both win a bit and lose a
“Let’s Trade” confident bit

Mutual Cooperation & You help one another to win

“Let’s both win”
Vishnu Chemicals Limited Confidence 39
 Communication Skills

“I HEAR, I forget
I SEE, I remember
I DO, I understand”

THANK YOU…
40