GOOD COMMUNICATION

SKILLS
Prepared by:
Francia B. Baroña
BTVTEd Garments, Fashion and Design 1B
WHAT ARE COMMUNICATION
SKILLS?
Communication skills are abilities you use when
giving and receiving different kinds of information

Communication skills involve listening,

speaking, observing and empathizing. It is also
helpful to understand the differences in how to
communicate through face-to-face interactions,
phone conversations and digital communications,
like email and social media.
4 MAIN TYPES OF COMMUNICATIONS

WRITTEN
1 VERBAL
Communicating by the way
of a spoken language. FOUR MAIN TYPES
Communicating by way of
written language, symbols and
numbers.
3
OF
COMMUNICATIONS

2 NONVERBAL
Communicating by way of body
language, facial expressions and
vocalic..
VISUAL
Communication by way of
photography, art drawings,
sketches, charts and graphs
4
TOP 10 COMMUNICATION SKILLS
1. ACTIVE LISTENING
• Active listening means paying
close attention to who you’re
communicating with by engaging
with them, asking questions and
rephrasing. Practicing active
listening can build respect with
your coworkers and increase
understanding in the workplace.
As you actively listen, focus on
the speaker, avoiding
distractions like cell phones,
laptops or other projects, and
by preparing questions, comments
or ideas to thoughtfully
respond.
TOP 10 COMMUNICATION SKILLS
2 . C O M M U N I C AT I O N
METHOD
• Using the right way to
communicate is an important
skill. There are benefits and
disadvantages to talking through
emails, letters, phone calls,
in-person meetings or instant
messages. Communicating is
better when you consider your
audience, what information you
want to share and the best way
to share it.
TOP 10 COMMUNICATION SKILLS
3. FRIENDLINESS
• Friendly traits like honesty and
kindness can help foster trust
and understanding when
communicating at work. Try to
communicate with a positive
attitude, keep an open mind and
ask questions to help you
understand where they’re coming
from. Small gestures such as
asking someone how they’re
doing, smiling as they speak or
offering praise for work well
done can help you foster
productive relationships with
colleagues and managers.
TOP 10 COMMUNICATION SKILLS
4. CONFIDENCE
• In the workplace, people are
more likely to respond to ideas
that are presented with
confidence. There are many ways
to appear confident, including
by making eye contact when
you’re addressing someone,
sitting up straight with your
shoulders open and preparing
ahead of time so your thoughts
are polished and you’re able to
answer any questions. Confident
communication is useful not just
on the job but also during the
job interview process.
TOP 10 COMMUNICATION SKILLS
5. SHARING FEEDBACK
• Strong communicators can accept
critical feedback and provide
constructive input to others.
Feedback should answer
questions, provide solutions or
help strengthen the project or
topic at hand. Providing and
accepting feedback is an
essential workplace skill, as it
can help both you and the people
around you make meaningful
improvements to their work and
their professional development.
TOP 10 COMMUNICATION SKILLS
6. VOLUME AND CLARITY
• When you’re speaking, it’s
important to be clear and
audible. Adjusting your speaking
voice so you can be heard in a
variety of settings is a skill,
and it’s critical to
communicating effectively.
Speaking too loudly may be
disrespectful or awkward in
certain settings. If you’re
unsure, read the room to see how
others are communicating.
TOP 10 COMMUNICATION SKILLS
7 . E M PAT H Y
• Having empathy means that you
can not only understand, but
also share in the emotions of
others. This communication skill
is important in both team and
one-on-one settings. In both
cases, you will need to
understand other people’s
emotions and select an
appropriate response.
TOP 10 COMMUNICATION SKILLS
9. NONVERBAL CUES
• A great deal of communication
happens through nonverbal cues
such as body language, facial
expressions and eye contact.
When you’re listening to
someone, you should be paying
attention to what they’re saying
as well as their nonverbal
language. By the same measure,
you should be conscious of your
own body language when you’re
communicating to ensure you’re
sending appropriate cues to
others.
TOP 10 COMMUNICATION SKILLS
8. RESPECT
• A key aspect of respect is
knowing when to initiate
communication and respond. In a
team or group setting, allowing
others to speak without
interruption is seen as a
necessary communication skill
tied to respectfulness.
Respectfully communicating also
means using your time with
someone else wisely—staying on
topic, asking clear questions
and responding fully to any
questions you’ve been asked.
TOP 10 COMMUNICATION SKILLS
10. RESPONSIVESS
• Whether you’re returning a phone
call or sending a reply to an
email, fast communicators are
viewed as more effective than
those who are slow to respond.
One method is to consider how
long your response will take. Is
this a request or question you
can answer in the next five
minutes? If so, it may be a good
idea to address it as soon as
you see it. If it’s a more
complex request or question, you
can still acknowledge that
you’ve received the message and
let the other person know you
will respond in full later.
PHONE ETIQUETTE
(USE TELEPHONE
CORRECTLY)
 WHAT IS PHONE
ETIQUETTE?
• Phone etiquette is the
way you use manners to
represent yourself and
your business to
customers via telephone
communication. This
includes the way you
greet a customer, your
body language, tone of
voice, word choice,
listening skills and how
you close a call.
WHY IS PHONE ETIQUETTE IMPORTANT?
• SHOW PROFESSIONALISM
• CREATE A GOOD FIRST IMPRESSION
• INCREASE CUSTOMER TRUST AND LOYALTY
• ACHIEVE HIGHE CUSTOMER SATISFACTION RATINGS
ELEMENTS OF PROPER PHONE
ETIQUETTE
F R I E N D LY G R E E T I N G S
• Answering an office phone properly
requires a positive and cheerful
disposition. Allow the positivity
to resonate in your voice, offer a
salutation, thank the customer for
calling, introduce yourself and
your business by name and then
extend your help. This gives the
customer a sense that you are
warm, alert and pleased to help
them with their inquiries. People
often mimic positivity and will
probably respond to your voice
with the same enthusiasm you
project.
ELEMENTS OF PROPER PHONE
ETIQUETTE
BODY LANGUAGE
• Body language plays a major role
in communication, both in-person
and on the telephone. When you
speak on the phone, your body
language still communicates how
you are feeling. For example, when
you smile and sit up straight,
your voice is likely lighter and
easily translated by the client as
cheerfulness. Body language,
facial expressions and gestures
should remain professional while
speaking on the telephone.
ELEMENTS OF PROPER PHONE
ETIQUETTE
TO N E O F V O I C E
• Adopt a confident tone of voice to
limit interruptions and maintain a
professional engagement. You want
the caller to know you are taking
the time to understand their
questions, while also delivering
prompt service. The tone of your
voice is an important factor in
proper phone call manners since a
caller may form an opinion of your
business based on your attitude
over the phone.
ELEMENTS OF PROPER PHONE
ETIQUETTE
TACT
• Unfortunately, there will be times when you must deliver
potentially upsetting information to a customer over the
phone. Remaining calm, while considering your word choice is
the key to delivering messages tactfully to your caller.
Your aim should be to communicate sensitive information
truthfully, without offending your customer. If you don’t
have an answer for them, be sure to offer them additional
resources.
ELEMENTS OF PROPER PHONE
ETIQUETTE
ACTIVE LISTENING
• To achieve excellent phone
etiquette, it is necessary to
develop active listening skills.
Give the customer your undivided
attention by minimizing
distractions. Taking notes and
repeating requests back to the
caller lets them know that you
care and are listening to only
their needs at that moment. Active
listening will likely help you
respond to a customer’s requests
appropriately.
ELEMENTS OF PROPER PHONE
ETIQUETTE
A P P R O P R I AT E C L O S I N G
• Remember that closing a call can
be just as important as the way
you begin one. Before saying
goodbye to your customer, thank
them again and ask if you can
assist them with anything else.
Closing the call this way assures
your caller that your business
provides thorough customer
service. Develop the habit of
allowing the customer to hang up
first to minimize accidental hang-
ups.
TIPS TO IMPROVE THE QUALITY OF
YOUR PHONE CALLS
• ANSWER THE CALL WITHIN THE FIRST TWO OR THREE RINGS
• IDENTIFY YOURSELF AND YOUR BUSINESS AT THE BEGINNING OF ALL
CALLS
• LET POSITIVITY RESONATE IN YOUR VOICE
• WATCH YOUR BODY LANGUAGE
• MINIMIZE INTERRUPTIONS
• ACTIVELY LISTEN AND TAKE NOTES
• BE HONEST
• ASK THE CALLER BEFORE PLACING THEM ON HOLD
• MINIMIZE EMOTIONAL REACTIONS
• MAKE SURE THE CALLERS’ NEEDS ARE MET BEFORE CLOSING THE CALL
10 WAYS TO IMPROVE COMMUNICATION
SKILLS

1. LISTEN,LISTEN, AND LISTEN

• People want to know that they are being heard. Really listen to
what the other person is saying, instead of formulating your
response. Ask for clarification to avoid misunderstandings. At
that moment, the person speaking to you should be the most
important person in your life. Another important point is to have
one conversation at a time. This means that if you are speaking to
someone on the phone, do not respond to an email, or send a text
at the same time. The other person will know that she doesn’t have
your undivided attention.
10 WAYS TO IMPROVE COMMUNICATION
SKILLS

2. WHO YOU ARE TALKING TO MATTERS

• It is okay to use acronyms and informal language when you are
communicating with a buddy, but if you are emailing or texting your
boss, “Hey,” “TTYL” or any informal language, has no place in your
message. You cannot assume that the other person knows what the
acronym means. Some acronyms have different meanings to different
people, do you want to be misunderstood? Effective communicators
target their message based on who they are speaking to, so try to
keep the other person in mind, when you are trying to get your
message across.
10 WAYS TO IMPROVE COMMUNICATION
SKILLS

3. BODY LANGUAGE MATTERS

• This is important for face-to-face meetings and video
conferencing. Make sure that you appear accessible, so have open
body language. This means that you should not cross your arms. And
keep eye contact so that the other person knows that you are
paying attention.

4. CHECK YOUR MESSAGE BEFORE YOU

HIT SEND
• Spell and grammar checkers are lifesavers, but they are not
foolproof. Double check what you have written, to make sure that
your words are communicating the intended message.
10 WAYS TO IMPROVE COMMUNICATION
SKILLS

5. BE BRIEF, YET SPECIFIC

• For written and verbal communication, practice being brief yet
specific enough, that you provide enough information for the other
person to understand what you are trying to say. And if you are
responding to an email, make sure that you read the entire email
before crafting your response. With enough practice, you will
learn not to ramble, or give way too much information.

6. WRITE THINGS DOWN

• Take notes while you are talking to another person or when you are
in a meeting, and do not rely on your memory. Send a follow-up
email to make sure that you understand what was being said during
the conversation.
10 WAYS TO IMPROVE COMMUNICATION
SKILLS
7. SOMETIMES IT’S BETTER TO PICK UP
THE PHONE
• If you find that you have a lot to say, instead of sending an
email, call the person instead. Email is great, but sometimes it
is easier to communicate what you have to say verbally.

8. THINK BEFORE YOU SPEAK

• Always pause before you speak, not saying the first thing that
comes to mind. Take a moment and pay close attention to what you
say and how you say it. This one habit will allow you to avoid
embarrassments.
10 WAYS TO IMPROVE COMMUNICATION
SKILLS

9. TREAT EVERYONE EQUALLY

• Do not talk down to anyone, treating everyone with respect. Treat
others as your equal.

10.MAINTAIN A POSITIVE ATTITUDE AND

SMILE
• Even when you are speaking on the phone, smile because your
positive attitude will shine through and the other person will
know it. When you smile often and exude a positive attitude,
people will respond positively to you.
REFERENCES:
• https://
www.indeed.com/career-advice/resumes-cover-letters/communication-s
kills
• https://www.youtube.com/watch?v=I6IAhXM-vps
• https://
www.indeed.com/career-advice/career-development/phone-etiquette
• https://www.youtube.com/watch?v=MdvcXMBVP4Y
• https://www.youtube.com/watch?v=3rFR-LiFq_U
• https://
manpowergroup.com/wcm/connect/right-it-it/legacy-home/thoughtwire/
categories/career-work/10-Ways-to-Improve-Your-Communication-Skill
s
• https://www.youtube.com/watch?v=sEzTXTRo9L4
YOU
THANK