Communication

Skills
Rachel Kebing
 A Thought

A man is seldom better than his

conversation
- German Proverb
Communication Skills Overview

Effective communication skills are a

critical element in your career and
personal lives.

We all must use a variety of

communication techniques to both
understand and be understood.
 What is Communication?
Communication is the process of sending
and receiving information among people…

A process by which messages of meaning are

shared by senders and receivers.

Communication takes place at multiple levels:

interpersonally, in groups and via mass media.
Communication is any form of human
expression – written, verbal, or even
body language.” (Davis,1994)

Communication is the transference

and understanding of meaning.”
(Robbins, 1980)
 Most common ways to communicate

Speaki a ges
ng a l I m
Visu

Bod
y Lan
Writing gua
ge
 Points to remember about
communication

 Effective communication efforts are the

simplest
 Body language is a powerful
 Absence of communication can be a
form of communication
 Know your audience first
 Communication Goals
To change behavior

To get and give

To get action
Information

To persuade To ensure understanding

 “The first step in good
communication is to stop
assuming that the other person
understands what you are saying,
because you understand.”

Bryson, 1991
 Adults spend
70% of their
waking day in
communication
• 45% of a person’s day is
spent listening
• 30% of a person’s day is spent talking

• 16% of a person’s day is spent reading

• 9% of a person’s day is spent writing

70 % of our communication efforts are:

• misunderstood
• misinterpreted
• rejected
• distorted or
• not heard

6 people talking in a 2 people

conversation!!
Communication is all about
establishing

Good Relationships
 Critical success factor
The majority of your perceived ability
comes from how you communicate

55% Tonal

38% Visual

7% Verbal
93% of all Communication is non verbal - SKILL
Distortions in Communication
 Communicating Effectively
• Be aware
• Be congruent (consistent)
• Value straight talk
• Be personal
• Listen for what is not being said
• Be an active listener
• Be a sensitive listener
Focus on Communication Principles

• One: Leaders are aware of their communication

with themselves and others.
• Two: Leaders effectively use and interpret verbal
messages.
• Three: Leaders effectively use and interpret nonverbal
messages.
• Four: Leaders listen and respond thoughtfully to
others.
• Five: Leaders appropriately adapt messages to others.
 Making Sense & Sharing sense

• JetBlue Airlines, a low-cost airline from New York,

apologized to its customers after customers were
required to remain on a JetBlue aircraft for 11 hours
during an ice storm.
• JetBlue managers used the company’s website as well
as YouTube to offer their apology to the traveling
public.
• What do you think happened?
 Lesson learned
• What JetBlue learned was that just placing a
message on a website doesn’t mean that
communication has occurred.
• Communication happens not when a message is
crafted and sent but when the message has helped
create meaning for someone.
Thank you