Effective
Communication
A process by which information is exchanged
between individuals through a common system
of symbols, signs, or behavior.
80% of workplace issues are
communication related!!!
80% of workplace issues are communication related.
Goals Of Communication
Inform
Persuade
Build Relationship
What is Effective Communication?
Information
The reality...
Information
Why?
Why Effective Communication?
In the business world, there is only one way to translate your dream
into success: you have to communicate it.
1) Effective communication can help you influence others.
2) Your capacity to communicate is often seen as an indicator of your
ability and intelligence.
2
Are we
speaking the
1 same
language?
3
Seeing is
believing! It’s the thought
that counts.
Why miscommunication occurs?
Improve your communication by
Realizing that your perception of Believing that people have good
1 reality is partial and dependent of
your experiences
2 intentions and being curious about
their perception of the world.
What you are seeing
is not always right
Though their actions or ideas may
Taking other people's
not make sense in your world, it is
3 perceptions of reality to be as 4 very possible that it makes perfect
true as your own
sense in their world.
Improve your communication by
Not assuming that speaking the
same spoken language Asking others to define certain key
1 automatically means speaking 2 words to make sure you’re on the
the same language same page.
Wo r d s y o u a r e
familiar may hold
different meanings
Paraphrasing in detail the other
person’s definition to make sure Treat the person the way they
3 you understand what they mean 4 want to be treated
and that you're both truly on the
same page
Improve your communication by
Focusing on the response that
Taking responsibility for not
you’re getting to evaluate how good
1 you are communicating 2 getting the response you want
Response is more
important than your
intention
Adjusting your behavior and Repeating the previous steps
3 communication according to the 4 until you get the result you
feedback want
Potential influences
Body Language/ Non-Verbal
Communication Attitudes
Language used Stress
Existing knowledge Clarity
Assumptions Culture
Context Listening skills
Memory Writing skills
Elements of Personal Communication
7%
38% Words/Verbal Body Language Tone
55%
Dr. Albert Mehrabian
Effective Communication Elements
Stress
Emotional
Listening Nonverbal Manageme Awareness
nt
Listening is
Processing
receiving
them into
language
words and
through the
sentences.
ears.
Identifying the Listening
sounds of speech
Active Listening
More than just
hearing someone
speak.
Create a safe
environment where You fully
speaker feels S/He is concentrate on
heard & understood. what is being
said.
You listen with all your
senses and give your
full attention to the Avoid
person speaking. Interruptions
Are you an active
listener?
Nonverbal
Communication
If words disagree with the
tone of voice and nonverbal
behavior, people tend to
believe the tonality and
nonverbal behavior.
NONVERBAL COMMUNICATION
BODY MUSCLE
FACIAL EYE TONE OF
MOVEMENT POSTURE TENSION &
EXPRESSION CONTACT VOICE
& GESTURE BREATHING
BODY LANGUAGE
NON-VERBAL
COMMUNICATION
FACIAL EXPRESSION
IS A WAY TO EXPRESS THOUGHTS OR EMOTIONS WITHOUT WORDS
PROPER EYE CONTACT
BODY LANGUAGE
Can convey different type of messages in the workplace.
Influence others response.
How they perceive you and your intension.
Influence the productivity and reputation.
Has potential to improve honesty, conflict resolution & working relationship.
Happiness
FACIAL EXPRESSION
surprise Sadness
Always matches your facial expression with word
Recognize the facial expression of co-workers
Act as proof of your word
Paul
Ekman
Contempt Fear
Anger Disgust
Improve how you read nonverbals!
1. People watching
2. Be aware of individual differences
3. Look at nonverbal signals as a whole
Managing Stress
Managing Stress
1) When is stress in the workplace good?
2) When not good?
3) How do you deal with stress?
4) How does stress affect your communication?
Tips to Manage Stress in the Moment
1. Recognize when you’re stressed
2. Identify your stress response
3. Bring your senses to the rescue
4. Find sensory inspiration
5. Make quick stress relief a habit
6. Practice wherever you are
Stress Tolerance
Exercise
Do more of the “good things”
Relax
Respond to today
Emotional Awareness
Why?
Understand and empathize with what is troubling others.
Understand yourself – what is really troubling you and
what do you really want?
Helps you at times when you have to deliver bad news.
Social Distancing
Remember!
Social distancing is a key strategy to prevent transmission, but it can come at a social and mental-
health cost: it can further our sense of isolation from one another and make us forget that we're
in this together. Keep in touch!
Develop Your Emotional Awareness
Emotional Awareness can be learned and developed.
Once strongly developed, you’ll know what you’re
feeling without having to think about it and you’ll be
able to use those emotional cues to more accurately
read others.
Behavioral
Communication Style
Evaluation
Behavioral Communication Styles
OPEN
Steady Influencing
Relater Socializer
INDIRECT DIRECT
Thinker Director
Conscientious Dominant
GUARDED
