Transcript
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 11
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 22
Presentation ContentPresentation Content
CommunicationCommunication
PresentationPresentation
QuestionQuestion
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 33
Information Information communication communication
revolutionsrevolutions
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 55
Information communication Information communication revolutionsrevolutions
Researchers have divided how communication works into Researchers have divided how communication works into
3 revolutions.3 revolutions.
The 1st Information Communication Revolution: The 1st Information Communication Revolution:
The 1st written communication began with pictographs. The 1st written communication began with pictographs.
These writings can be found on stone, which were too These writings can be found on stone, which were too
heavy to transfer. heavy to transfer.
During this era, written communication was not mobile.During this era, written communication was not mobile.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 66
Information communication Information communication revolutionsrevolutions
The 2nd Information Communication Revolution: The 2nd Information Communication Revolution:
The Gutenberg press was invented. Gutenberg printed the The Gutenberg press was invented. Gutenberg printed the
1st bible. 1st bible.
The books were able to be transferred for others across the The books were able to be transferred for others across the
world to view. world to view.
Written communication is now storable, and portable.Written communication is now storable, and portable.
The 3rd Information Communication Revolution: The 3rd Information Communication Revolution:
Information can now be transferred via waves, bits, and Information can now be transferred via waves, bits, and
other electronic signals.other electronic signals.
Communication Communication
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 88
CommunicationCommunication The purpose of communication is to get your message The purpose of communication is to get your message
((thoughts and ideas ) thoughts and ideas ) across to others. across to others.
This is a process that involves both the sender of the This is a process that involves both the sender of the
message and the receiver. message and the receiver.
This process leaves room for error, with messages often This process leaves room for error, with messages often
misinterpreted by one or more of the parties involved.misinterpreted by one or more of the parties involved.
This causes unnecessary confusion and counter This causes unnecessary confusion and counter
productivity, both personally and professionally.productivity, both personally and professionally.
A message is successful only when both the sender and the A message is successful only when both the sender and the
receiver perceive it in the same wayreceiver perceive it in the same way
For successful communication - Getting your message For successful communication - Getting your message
across is of paramount importance.across is of paramount importance.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 99
Communication GuidelinesCommunication Guidelines
Understand what your message isUnderstand what your message is
What audience you are sending it toWhat audience you are sending it to
How it will be perceivedHow it will be perceived
The circumstances surrounding your communications, The circumstances surrounding your communications,
such as situational and cultural context.such as situational and cultural context.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 1010
Types of CommunicationTypes of Communication
1.1. Verbal Verbal
Communication through talking and listeningCommunication through talking and listening
2.2. Non-Verbal Non-Verbal
When one communicate to make other understand their When one communicate to make other understand their
felling without talking to them is called non verbal felling without talking to them is called non verbal
communicationcommunication
Non verbal communication may be in the form of writtenNon verbal communication may be in the form of written, ,
posture , attitude , eye contact etc.posture , attitude , eye contact etc.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 1111
Elements of CommunicationElements of Communication
There are three major parts in human face to face There are three major parts in human face to face
communication which are communication which are
1.1. Body LanguageBody Language
2.2. Voice TonalityVoice Tonality
3.3. Words. Words.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 1212
Elements of CommunicationElements of Communication
93% (55% + 38%) of 93% (55% + 38%) of communication is communication is nonverbalnonverbal55% body language-55% body language-
postures, gestures, postures, gestures, through facial through facial expression and eye expression and eye contact contact
38% through tone of 38% through tone of voicevoice
7% Content or the words 7% Content or the words used in the used in the communication process. communication process.
Communication as Communication as information information transmissiontransmission
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 1414
Communication modelingCommunication modeling
Communication can be seen as processes of information Communication can be seen as processes of information
transmission governed by three levels of semiotic rules: transmission governed by three levels of semiotic rules:
1.1. Syntactic (formal properties of signs and symbols) Syntactic (formal properties of signs and symbols)
2.2. Pragmatic (concerned with the relations between Pragmatic (concerned with the relations between
signs/expressions and their users)signs/expressions and their users)
3.3. Semantic (study of relationships between signs and Semantic (study of relationships between signs and
symbols and what they represent). symbols and what they represent).
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 1515
Communication modeling Communication modeling contdcontd..
Therefore, communication is a kind of social interaction Therefore, communication is a kind of social interaction
where at least two interacting agents share a common set where at least two interacting agents share a common set
of signs and a common set of semiotic rules. of signs and a common set of semiotic rules.
(This rule essentially ignores auto communication, (This rule essentially ignores auto communication,
including intrapersonal communication via diaries or including intrapersonal communication via diaries or
self-talk).self-talk).
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 1616
Simple model of Information Simple model of Information TransmissionTransmission
In a simple model, In a simple model,
information or content (e.g. a message in natural information or content (e.g. a message in natural
language) is sent in some form (as spoken language) language) is sent in some form (as spoken language)
from a emisor / sender / encoder to a destination / from a emisor / sender / encoder to a destination /
receiver / decoder. receiver / decoder.
In a slightly more complex form a sender and a receiver In a slightly more complex form a sender and a receiver
are linked reciprocally.are linked reciprocally.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 1717
The model- Communication major The model- Communication major dimensions schemedimensions scheme
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 1818
The Model - Communication code The Model - Communication code schemescheme
Communication Communication ProcessProcess
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 2020
Communication processesCommunication processes
Communication processes are;Communication processes are;
1.1. SenderSender
2.2. MessageMessage
3.3. ChannelChannel
4.4. ReceiverReceiver
5.5. FeedbackFeedback
6.6. ContextContext
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 2121
Communication processes Communication processes contd.contd.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 2222
Thought: Thought: First, information exists in the mind of the sender. First, information exists in the mind of the sender.
This can be a concept, idea, information, or feelings. This can be a concept, idea, information, or feelings.
Encoding: Encoding: Next, a message is sent to a receiver in words or Next, a message is sent to a receiver in words or
other symbols. other symbols.
Decoding: Decoding: lastly, the receiver translates the words or lastly, the receiver translates the words or
symbols into a concept or information that he or she can symbols into a concept or information that he or she can
understand. understand.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 2323
SenderSender
To establish yourself as an effective communicator –To establish yourself as an effective communicator –
first establish credibility - by displaying knowledge of the first establish credibility - by displaying knowledge of the
subject, the audience and the context in which the message subject, the audience and the context in which the message
is delivered. is delivered.
Know your audience (individuals or groups to which you Know your audience (individuals or groups to which you
are delivering your message). are delivering your message).
Failure to understand who you are communicating to will Failure to understand who you are communicating to will
result in misunderstanding. result in misunderstanding.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 2424
MessageMessage Written, oral and nonverbal communications are effected Written, oral and nonverbal communications are effected
by the sender’s tone, method of organization, validity of by the sender’s tone, method of organization, validity of
the argument, what is communicated and what is left out, the argument, what is communicated and what is left out,
as well as individual style of communicating.as well as individual style of communicating.
Messages also have intellectual and emotional Messages also have intellectual and emotional
components. components.
Intellectual component is the ability to reasonIntellectual component is the ability to reason
Emotional components present motivational appeals, Emotional components present motivational appeals,
ultimately changing minds and actions.ultimately changing minds and actions.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 2525
ChannelChannel
Messages are conveyed through channelsMessages are conveyed through channels
Verbal Channels - face-to-face meetings, telephone and Verbal Channels - face-to-face meetings, telephone and
video conferencing; video conferencing;
Written Channels - letters, emails, memos and reports. Written Channels - letters, emails, memos and reports.
Nonverbal Channels- Body LanguageNonverbal Channels- Body Language
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 2626
ReceiverReceiver
Messages are delivered and received by the audience. Messages are delivered and received by the audience.
The audience also enters into the communication process The audience also enters into the communication process
with ideas and feelings that will undoubtedly influence their with ideas and feelings that will undoubtedly influence their
understanding of your message and their response. understanding of your message and their response.
To be a successful communicator, you should consider To be a successful communicator, you should consider
these before delivering your message, acting appropriately. these before delivering your message, acting appropriately.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 2727
FeedbackFeedback
Feedback Feedback
Audience will give feedback, verbal and nonverbal reactions Audience will give feedback, verbal and nonverbal reactions
to your communicated message. to your communicated message.
Pay close attention to this feedback as it is crucial to Pay close attention to this feedback as it is crucial to
ensuring the audience understood your message. ensuring the audience understood your message.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 2828
ContextContext
Context is the situation in which your message is Context is the situation in which your message is
delivered delivered
This may include the surrounding environment or This may include the surrounding environment or
broader culture (i.e. corporate culture, international broader culture (i.e. corporate culture, international
cultures, etc.).cultures, etc.).
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 2929
ContentContent
Content is the actual words or symbols of the message Content is the actual words or symbols of the message
which is known as which is known as languagelanguage - the spoken and written - the spoken and written
words combined into phrases that make grammatical and words combined into phrases that make grammatical and
semantic sense. semantic sense.
We all use and interpret the meanings of words differently, We all use and interpret the meanings of words differently,
so even simple messages can be misunderstood. so even simple messages can be misunderstood.
And many words have different meanings to confuse the And many words have different meanings to confuse the
issue even more. issue even more.
Barriers to Barriers to CommunicationCommunication
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 3131
Barriers to CommunicationBarriers to Communication
Nothing is so simple that it cannot be Nothing is so simple that it cannot be
misunderstood. misunderstood.
Freeman Teague, Jr.Freeman Teague, Jr.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 3232
Barriers to Communication Barriers to Communication contdcontd..
Removing Barriers At All These Stages:Removing Barriers At All These Stages:
To deliver your messages effectively, you To deliver your messages effectively, you
must commit to breaking down the barriers must commit to breaking down the barriers
that exist in each of these stages of the that exist in each of these stages of the
communication process.communication process.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 3333
The Importance of Removing The Importance of Removing Communication BarriersCommunication Barriers
Communication barriers can pop-up at every stage of the Communication barriers can pop-up at every stage of the
communication process communication process
Communication barriers can create misunderstanding and Communication barriers can create misunderstanding and
confusion. confusion.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 3434
Types of Communication Types of Communication BarriersBarriers
Anything that prevents understanding of the message is a Anything that prevents understanding of the message is a
barrier to communication. barrier to communication.
Many physical and psychological barriers exist: Many physical and psychological barriers exist:
1. Senders
2. Culture, background, and
bias
3. Noise
4. Ourselves
5. Perception
6. Message
7. Environmental
8. Smothering
9. Stress
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 3535
Barriers in sendersBarriers in senders
Offering too much information too fast. Offering too much information too fast.
Take care of other people’s time, especially in today’s ultra-Take care of other people’s time, especially in today’s ultra-
busy society. busy society.
Work on to understand your audience’s culture, making sure Work on to understand your audience’s culture, making sure
you can converse and deliver your message to people of you can converse and deliver your message to people of
different backgrounds and culturesdifferent backgrounds and cultures..
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 3636
Culture, background, and biasCulture, background, and bias
We allow our past experiences to change the meaning of the We allow our past experiences to change the meaning of the
message. message.
Culture, background, and bias they allow us to use our past Culture, background, and bias they allow us to use our past
experiences to understand something newexperiences to understand something new
But when they change the meaning of the message they But when they change the meaning of the message they
interfere with the communication process.interfere with the communication process.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 3737
Noise Noise
Equipment or environmental noise impedes clear Equipment or environmental noise impedes clear
communication. communication.
The sender and the receiver must both be able to The sender and the receiver must both be able to
concentrate on the messages being sent to each other.concentrate on the messages being sent to each other.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 3838
OurselvesOurselves
Focusing on ourselves, rather than the other person can Focusing on ourselves, rather than the other person can
lead to confusion and conflict. lead to confusion and conflict.
The "Me Generation" is out when it comes to effective The "Me Generation" is out when it comes to effective
communication. communication.
Some of the factors that cause this are Some of the factors that cause this are
Defensiveness (we feel someone is attacking us), Defensiveness (we feel someone is attacking us),
Superiority (we feel we know more that the other)Superiority (we feel we know more that the other)
Ego (we feel we are the center of the activity). Ego (we feel we are the center of the activity).
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 3939
PerceptionPerception
If we feel the person is talking too fast, not fluently, does If we feel the person is talking too fast, not fluently, does
not articulate clearly, etc., we may dismiss the person. not articulate clearly, etc., we may dismiss the person.
Also our preconceived attitudes affect our ability to listen. Also our preconceived attitudes affect our ability to listen.
We listen uncritically to persons of high status and dismiss We listen uncritically to persons of high status and dismiss
those of low status. those of low status.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 4040
MessageMessage
If your message is too lengthy, disorganized, or contains If your message is too lengthy, disorganized, or contains errors, you can expect the message to be misunderstood errors, you can expect the message to be misunderstood and misinterpreted.and misinterpreted.
Use of poor verbal and body language can also confuse the Use of poor verbal and body language can also confuse the message. message.
Distractions happen when we focus on the facts rather than Distractions happen when we focus on the facts rather than the idea. the idea.
Semantic (change of meaning) distractions occur when a Semantic (change of meaning) distractions occur when a word is used differently than you prefer. word is used differently than you prefer.
For example, the word chairman instead of chairperson, may For example, the word chairman instead of chairperson, may cause you to focus on the word and not the message. cause you to focus on the word and not the message.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 4141
Environmental and Stress Environmental and Stress
EnvironmentalEnvironmental
Bright lights, an attractive person, unusual sights, or any Bright lights, an attractive person, unusual sights, or any
other stimulus provides a potential distraction. other stimulus provides a potential distraction.
StressStress
People do not see things the same way when under stress. People do not see things the same way when under stress.
What we see and believe at a given moment is influenced by What we see and believe at a given moment is influenced by
our psychological frames of references - our beliefs, values, our psychological frames of references - our beliefs, values,
knowledge, experiences, and goals. knowledge, experiences, and goals.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 4242
Smothering (conceal)Smothering (conceal)
We take it for granted that the impulse to send useful We take it for granted that the impulse to send useful
information is automatic. information is automatic.
Not true! Not true!
Too often we believe that certain information has no value Too often we believe that certain information has no value
to others or they are already aware of the facts. to others or they are already aware of the facts.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 4343
BarriersBarriers
These barriers can be thought of as filters, that is, the These barriers can be thought of as filters, that is, the
message leaves the sender, goes through the above filters, message leaves the sender, goes through the above filters,
and is then heard by the receiver. and is then heard by the receiver.
These filters muffle the message. These filters muffle the message.
To overcome these filters is through active listening and To overcome these filters is through active listening and
feedback. feedback.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 4444
How to avoid Barriers?How to avoid Barriers?
To overcome these filters – barriers is through To overcome these filters – barriers is through
1.1. Active listeningActive listening
2.2. Feedback. Feedback.
Active ListeningActive Listening
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 4646
Hearing V/S Listening Hearing V/S Listening
Is Hearing and listening are the same thing?Is Hearing and listening are the same thing?
Answer Answer
A Big A Big
““NO” NO”
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 4747
Active ListeningActive Listening
Hearing and listening are not the same thing. Hearing and listening are not the same thing.
Hearing Hearing
It is the act of perceiving sound. It is the act of perceiving sound.
It is involuntary and simply refers to the reception of aural It is involuntary and simply refers to the reception of aural
stimuli. stimuli.
ListeningListening
It is a selective activity which involves the reception and It is a selective activity which involves the reception and
the interpretation of aural stimuli. the interpretation of aural stimuli.
It involves decoding the sound into meaning. It involves decoding the sound into meaning.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 4848
ListeningListening
Listening is divided into two main categories: Listening is divided into two main categories:
1.1. PassivePassive
2.2. Active. Active.
Passive listening Passive listening
It is little more that hearing. It is little more that hearing.
It occurs when the receiver of the message has little It occurs when the receiver of the message has little
motivation to listen carefully, such as when listening to motivation to listen carefully, such as when listening to
music, story telling, television, or when being polite. music, story telling, television, or when being polite.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 4949
ListeningListening
People speak at 100 to 175 words per minute (WPM), but People speak at 100 to 175 words per minute (WPM), but
they can listen intelligently at 600 to 800 WPM. they can listen intelligently at 600 to 800 WPM.
Since only a part of our mind is paying attention, it is easy Since only a part of our mind is paying attention, it is easy
to go into to go into mind driftmind drift - thinking about other things while - thinking about other things while
listening to someone. listening to someone.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 5050
Active listeningActive listening
The cure for this is The cure for this is active listeningactive listening - which involves listening - which involves listening with a purpose. with a purpose.
It may be to gain information, obtain directions, understand It may be to gain information, obtain directions, understand others, solve problems, share interest, see how another others, solve problems, share interest, see how another person feels, show support, etc. person feels, show support, etc.
It requires that the listener attends to the words and the It requires that the listener attends to the words and the feelings of the sender for understanding. feelings of the sender for understanding.
It takes the same amount or more energy than speaking.It takes the same amount or more energy than speaking. It requires the receiver to hear the various messages, It requires the receiver to hear the various messages,
understand the meaning, and then verify the meaning by understand the meaning, and then verify the meaning by offering feedback. offering feedback.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 5151
Traits of active listenersTraits of active listeners
1.1. Spend more time listening than talking. Spend more time listening than talking.
2.2. Do not finish the sentences of others. Do not finish the sentences of others.
3.3. Do not answer questions with questions. Do not answer questions with questions.
4.4. Control biases. Control biases.
5.5. Never daydreams or become preoccupied with their own Never daydreams or become preoccupied with their own
thoughts when others talk. thoughts when others talk.
6.6. Let the other speakers talk. Do not dominate the Let the other speakers talk. Do not dominate the
conversations. conversations.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 5252
Traits of active listenersTraits of active listeners
7.7. Plan responses after the others have finished speaking, Plan responses after the others have finished speaking,
NOT while they are speaking. NOT while they are speaking.
8.8. Provide feedback, but do not interrupt constantly. Provide feedback, but do not interrupt constantly.
9.9. Analyze by looking at all the relevant factors and asking Analyze by looking at all the relevant factors and asking
open-ended questions. Walk others through by open-ended questions. Walk others through by
summarizing. summarizing.
10.10. Keep conversations on what others say, NOT on what Keep conversations on what others say, NOT on what
interests them. interests them.
11.11. Take brief notes. This forces them to concentrate on what is Take brief notes. This forces them to concentrate on what is
being said. being said.
FeedbackFeedback
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 5454
FeedbackFeedback
When you know something, say what you know. When you know something, say what you know.
When you don't know something, say that you When you don't know something, say that you
don't know. don't know.
That is knowledge. That is knowledge.
Kung Fu Tzu (Confucius)Kung Fu Tzu (Confucius)
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 5555
Purpose of feedbackPurpose of feedback
The purpose of feedback is to alter messages so the The purpose of feedback is to alter messages so the
intention of the original communicator is understood by intention of the original communicator is understood by
the second communicator. the second communicator.
It includes verbal and nonverbal responses to another It includes verbal and nonverbal responses to another
person's message. person's message.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 5656
How to give Feedback?How to give Feedback?
Providing feedback is accomplished by paraphrasing the Providing feedback is accomplished by paraphrasing the
words of the sender. words of the sender.
Restate the sender's feelings or ideas in your own words, Restate the sender's feelings or ideas in your own words,
rather than repeating their words. rather than repeating their words.
Your words should be saying, "This is what I understand your Your words should be saying, "This is what I understand your
feelings to be, am I correct?" feelings to be, am I correct?"
It not only includes verbal responses, but also nonverbal It not only includes verbal responses, but also nonverbal
ones. ones.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 5757
How to give Feedback? How to give Feedback? ContdContd..
Nonverbal responses like. Nonverbal responses like.
Nodding your head or squeezing their hand to show Nodding your head or squeezing their hand to show
agreementagreement
Dipping your eyebrows shows you don't quite Dipping your eyebrows shows you don't quite
understand the meaning of their last phraseunderstand the meaning of their last phrase
Sucking air in deeply and blowing it hard shows that Sucking air in deeply and blowing it hard shows that
you are also exasperated (frustrated) with the situation. you are also exasperated (frustrated) with the situation.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 5858
Carl Rogers categories of Carl Rogers categories of feedbackfeedback
Carl Rogers listed five main categories of feedbackCarl Rogers listed five main categories of feedback
They are listed in the order in which they occur most They are listed in the order in which they occur most
frequently in daily conversations. frequently in daily conversations.
We make judgments more often than we try to understand: We make judgments more often than we try to understand:
1.1. Evaluative: Evaluative:
Making a judgment about the worth, goodness, or Making a judgment about the worth, goodness, or
appropriateness of the other person's statement. appropriateness of the other person's statement.
2.2. Interpretive: Interpretive:
Paraphrasing - attempting to explain what the other person's Paraphrasing - attempting to explain what the other person's
statement means. statement means.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 5959
Carl Rogers categories of feedback Carl Rogers categories of feedback contd.contd.
3.3. Supportive: Supportive:
Attempting to assist or bolster the other communicator. Attempting to assist or bolster the other communicator.
4.4. Probing: Probing:
Attempting to gain additional information, continue the Attempting to gain additional information, continue the
discussion, or clarify a point. discussion, or clarify a point.
5.5. Understanding: Understanding:
Attempting to discover completely what the other Attempting to discover completely what the other
communicator means by her statements. communicator means by her statements.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 6060
Imagine how much better daily communications Imagine how much better daily communications
would be if listeners tried to understand first, would be if listeners tried to understand first,
before they tried to evaluate what someone is before they tried to evaluate what someone is
saying. saying.
Nonverbal Nonverbal Behaviors of Behaviors of
CommunicatioCommunicationn
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 6262
Non verbal communicationNon verbal communication It is the information that is communicated without using words.It is the information that is communicated without using words.
To deliver the full impact of a message, use nonverbal To deliver the full impact of a message, use nonverbal behaviors to raise the channel of interpersonal communication: behaviors to raise the channel of interpersonal communication:
1. Written
2. Posture, body orientation, appearance, hairstyle, clothes, color choice
3. Gestures
4. Eye contact , Shaking hands, your breathing
5. Expression - in your eyes , Facial Expressions and smile
6. Vocal, Voice, tone and confidence
7. Proximity - How close you stand to others- personal space
8. How you listen
9. The way you move, the way you stand, the way you touch
10.Attitude
11.Silence.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 6363
The Importance of NVCThe Importance of NVC
It’s not always just what you say matters but also how you It’s not always just what you say matters but also how you
“say” it “say” it
Always take care of Nonverbal cues , they are very powerfulAlways take care of Nonverbal cues , they are very powerful
E.g.. of NonE.g.. of Non-verbal cues are gestures, eye contact, facial -verbal cues are gestures, eye contact, facial
expressions, posture, gestures space even clothing and expressions, posture, gestures space even clothing and
personal space. personal space.
Be mindful of your own nonverbal cues, as well as the Be mindful of your own nonverbal cues, as well as the
nonverbal cues of those around you. nonverbal cues of those around you.
Keep your messages short and concise. This means Keep your messages short and concise. This means
preparing in advance whenever possible. preparing in advance whenever possible.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 6464
Types Of NVCTypes Of NVC
1.1. ParalanguageParalanguage - The vocal cues that accompany spoken - The vocal cues that accompany spoken
language The way we say wordslanguage The way we say words
2.2. KinesicsKinesics - Body Movements - Body Movements
3.3. OcculesicsOcculesics - Eye behavior - Eye behavior
4.4. Appearance /ArtifactsAppearance /Artifacts.- Attractiveness.- Attractiveness
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 6565
Types Of NVC Types Of NVC contdcontd..
5.5. Proxemics-Proxemics- The The NVCNVC of space and distance of space and distance
6.6. Haptics-Haptics- The The NVCNVC study of touch study of touch
7.7. Olfactics-Olfactics- The The NVCNVC study of smell. study of smell.
8.8. Chronomics-Chronomics- The The NVCNVC study of time study of time
9.9. Facial Expressions-Facial Expressions- We have 80 muscles in our face We have 80 muscles in our face
that can create more than 7,000 facial expressions that can create more than 7,000 facial expressions
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 6666
G. W. PORTER CATEGORIES AND G. W. PORTER CATEGORIES AND FEATURES OF COMMUNICATIONFEATURES OF COMMUNICATION
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 6767
G. W. Porter Categories of G. W. Porter Categories of CommunicationsCommunications
Categories and Features G. W. Porter divides non-verbal Categories and Features G. W. Porter divides non-verbal
communication into four broad categories:communication into four broad categories:
1.1. Physical. Physical.
This is the personal type of communication. This is the personal type of communication.
It includes facial expressions, tone of voice, sense of touch, It includes facial expressions, tone of voice, sense of touch,
sense of smell, and body motions.sense of smell, and body motions.
2.2. Aesthetic. Aesthetic.
This is the type of communication that takes place through This is the type of communication that takes place through
creative expressions: playing instrumental music, dancing, creative expressions: playing instrumental music, dancing,
painting and sculpturing.painting and sculpturing.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 6868
G. W. Porter Categories of G. W. Porter Categories of Communications Communications contdcontd..
3.3. Signs. Signs.
This is the mechanical type of communication, which This is the mechanical type of communication, which
includes the use of signal flags, the 21-gun salute, horns, includes the use of signal flags, the 21-gun salute, horns,
and sirens.and sirens.
4.4. Symbolic. Symbolic.
This is the type of communication that makes use of This is the type of communication that makes use of
religious, status, or ego-building symbols.religious, status, or ego-building symbols.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 6969
G. W. Porter Features of G. W. Porter Features of CommunicationsCommunications
A) Static Features
1. Distance
2. Orientation
3. Posture
4. Physical Contact
B) Dynamic Features
1. Facial Expressions
2. Gestures
3. Looking
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 7070
Eye contact / LookingEye contact / Looking A major feature of social communication is eye contact. A major feature of social communication is eye contact.
This helps to regulate the flow of communication. This helps to regulate the flow of communication.
It can convey emotion, signal when to talk or finish, or It can convey emotion, signal when to talk or finish, or
aversion. aversion.
It signals interest in others and increases the speaker's It signals interest in others and increases the speaker's
credibility. credibility.
People who make eye contact open the flow of People who make eye contact open the flow of
communication and convey interest, concern, warmth, and communication and convey interest, concern, warmth, and
credibility. credibility.
The frequency of contact suggest either interest or boredom.The frequency of contact suggest either interest or boredom.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 7171
Facial ExpressionsFacial Expressions A smile, frown, raised eyebrow, yawn, and sneer all convey A smile, frown, raised eyebrow, yawn, and sneer all convey
information. information. Smiling is a powerful cue that transmits happiness, Smiling is a powerful cue that transmits happiness,
friendliness, warmth, and liking. friendliness, warmth, and liking. So, if you smile frequently you will be perceived as more So, if you smile frequently you will be perceived as more
likable, friendly, warm and approachable. likable, friendly, warm and approachable. Smiling is often contagious and people will react favorably. Smiling is often contagious and people will react favorably. They will be more comfortable around you and will want to They will be more comfortable around you and will want to
listen more. listen more. Facial expressions continually change during interaction Facial expressions continually change during interaction
and are monitored constantly by the recipient. and are monitored constantly by the recipient. There is evidence that the meaning of these expressions There is evidence that the meaning of these expressions
may be similar across cultures.may be similar across cultures.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 7272
GesturesGestures If you fail to gesture while speaking you may be perceived as If you fail to gesture while speaking you may be perceived as
boring and stiff. boring and stiff.
One of the most frequently observed, but least understood, One of the most frequently observed, but least understood,
cues is a hand movement. cues is a hand movement.
While some gestures (e.g., a clenched fist) have universal While some gestures (e.g., a clenched fist) have universal
meanings, most of the others are individually learned and meanings, most of the others are individually learned and
idiosyncratic. idiosyncratic.
A lively speaking style captures the listener's attention, A lively speaking style captures the listener's attention,
makes the conversation more interesting, and facilitates makes the conversation more interesting, and facilitates
understanding.understanding.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 7373
PosturePosture
Obviously one can be lying down, seated, or standing. Obviously one can be lying down, seated, or standing.
These are not the elements of posture that convey These are not the elements of posture that convey
messages. messages.
You communicate numerous messages by the way you talk You communicate numerous messages by the way you talk
and move. and move.
Are we slouched or erect ? Are we slouched or erect ?
Are our legs crossed or our arms folded ? Are our legs crossed or our arms folded ?
Such postures convey a degree of formality and the degree Such postures convey a degree of formality and the degree
of relaxation in the communication exchange.of relaxation in the communication exchange.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 7474
Posture Posture contdcontd..
Standing erect and leaning forward communicates you are Standing erect and leaning forward communicates you are
approachable, receptive and friendly. approachable, receptive and friendly.
Interpersonal closeness results when you and the listener Interpersonal closeness results when you and the listener
face each other. face each other.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 7575
Body OrientationBody Orientation
People may present themselves in various ways: People may present themselves in various ways:
Face-to-faceFace-to-face
Side-to-sideSide-to-side
Or Even back-to-back. Or Even back-to-back.
For example, cooperating people are likely to sit side-by-For example, cooperating people are likely to sit side-by-
side while competitors frequently face one another.side while competitors frequently face one another.
Speaking with your back turned or looking at the floor or Speaking with your back turned or looking at the floor or
ceiling should be avoided as it communicates disinterest. ceiling should be avoided as it communicates disinterest.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 7676
Proximity / DistanceProximity / Distance
The distance one stands from another frequently conveys a The distance one stands from another frequently conveys a
non-verbal message. non-verbal message.
Cultural norms dictate a comfortable distance for interaction Cultural norms dictate a comfortable distance for interaction
with others. with others.
In some cultures it is a sign of attraction, while in others it In some cultures it is a sign of attraction, while in others it
may reflect status or the intensity of the exchange.may reflect status or the intensity of the exchange.
You should look for signals of discomfort caused by You should look for signals of discomfort caused by
invading the other person's space. invading the other person's space.
Some of these are: rocking, leg swinging, tapping, and gaze Some of these are: rocking, leg swinging, tapping, and gaze
aversion (dislike). aversion (dislike).
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 7777
Physical ContactPhysical Contact
Shaking hands, touching, holding, embracing, pushing, or Shaking hands, touching, holding, embracing, pushing, or
patting on the back all convey messages. patting on the back all convey messages.
They reflect an element of intimacy or a feeling of (or lack They reflect an element of intimacy or a feeling of (or lack
of) attraction.of) attraction.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 7878
VocalVocal Speaking can signal nonverbal communication when you Speaking can signal nonverbal communication when you
include such vocal elements as: include such vocal elements as:
1.1. ToneTone
2.2. PitchPitch
3.3. RhythmRhythm
4.4. Timbre (resonance , Quality)Timbre (resonance , Quality)
5.5. LoudnessLoudness
6.6. Inflection (modulation). Inflection (modulation). For maximum teaching effectiveness, learn to vary these six For maximum teaching effectiveness, learn to vary these six
elements of your voice. elements of your voice. One of the major criticisms of many speakers is that they One of the major criticisms of many speakers is that they
speak in a monotone voice. speak in a monotone voice. Listeners perceive this type of speaker as boring and Listeners perceive this type of speaker as boring and
dull. dull.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 7979
Body LanguageBody Language
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 8181
Body languageBody language It is a term for communication using body movements or It is a term for communication using body movements or
gestures instead of, or in addition to, sounds, verbal gestures instead of, or in addition to, sounds, verbal
language or other communication. language or other communication.
It accounts for over 90% of a conversation! It accounts for over 90% of a conversation!
It can be used to help conduct an interview, give a It can be used to help conduct an interview, give a
presentation or make that important sale: a conversation presentation or make that important sale: a conversation
stretches so much further than speech. stretches so much further than speech.
Body language is the reason why selling face-to-face has a Body language is the reason why selling face-to-face has a
huge advantage over selling by phone. huge advantage over selling by phone.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 8282
Body languageBody language It forms part of the category of paralanguage, which It forms part of the category of paralanguage, which
describes all forms of human communication that are not describes all forms of human communication that are not
verbal language. verbal language.
This includes the most subtle of movements that many This includes the most subtle of movements that many
people are not aware of, including winking and slight people are not aware of, including winking and slight
movement of the eyebrows. movement of the eyebrows.
In addition body language can also incorporate the use of In addition body language can also incorporate the use of
facial expressions.facial expressions.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 8383
Body LanguageBody Language
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 8484
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 8585
Body language (hand gestures) of US Marine Corps General Michael W. Hagee
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 8686
Examples Of Body LanguageExamples Of Body Language
Sr. No. Nonverbal Behaviour Interpretation
1 Brisk, erect walk Confidence
2 Standing with hands on hips Readiness, aggression
3Sitting with legs crossed, foot kicking slightly
Boredom
4 Sitting, legs apart Open, relaxed
5 Arms crossed on chestDefensiveness Person is putting barrier between themselves and others
6Walking with hands in pockets, shoulders hunched
Dejection
7 Hand to cheek Evaluation, thinking
8Touching, slightly rubbing nose
Rejection, doubt, lying
9 Rubbing the eye Doubt, disbelief
10 Hands clasped behind back Anger, frustration, apprehension
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 8787
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 8888
Examples Of Body Language Examples Of Body Language contdcontd..
Sr. No. Nonverbal Behaviour Interpretation
11 Locked ankles Apprehension
12Head resting in hand, tilting at one side, eyes downcast
Boredom
13 Rubbing hands Anticipation
14Sitting with hands clasped behind head, legs crossed
Confidence, superiority
15 Open palm Sincerity, openness, innocence
16Pinching bridge of nose, eyes closed
Negative evaluation
17 Tapping or drumming fingers Impatience
18 Steepling fingers Authoritative
19 Patting/fondling hair Lack of self-confidence; insecurity
20 Tilted head Interest
21 Stroking chin Trying to make a decision
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 8989
Examples Of Body Language Examples Of Body Language contdcontd..
Sr. No. Nonverbal Behaviour Interpretation
22Looking down, face turned away
Disbelief
23 Biting nails Insecurity, nervousness
24 Pulling or tugging at ear Indecision
25 Leaning forward Intrested
26 Leaning away from the speaker. Expressing opposition
27 Consistent eye contact Thinking positively 28 Lack of eye contact indicate negativity.
29Looking at you but is making the arms-across-chest signal
The eye contact indicates something is bothering, and he wants to talk about it.
30averted gaze, touching the ear or scratching the chin.
Disbelief
31Female crosses her legs towards a male she is interested in.
Sexual desire
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 9090
Speaking Too Speaking Too QuicklyQuickly
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 9292
A lot of us speak quickly when we are on theA lot of us speak quickly when we are on the
Phone or with our customers / clients. Phone or with our customers / clients.
Sometimes itSometimes it
is a habit or we are in a hurry is a habit or we are in a hurry
WhateverWhatever
the case, it is a habit that can cost us business.the case, it is a habit that can cost us business.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 9393
Problems with speaking quickly .Problems with speaking quickly .
When you speak quickly, it affects other vocal issues.When you speak quickly, it affects other vocal issues. Speed affects the clarity of words. Speed affects the clarity of words.
The lips, teeth and tongue can’t get into the right position The lips, teeth and tongue can’t get into the right position in your mouth. in your mouth.
Customers expect to hear the words as they learned them. Customers expect to hear the words as they learned them. If you are slipping over syllables or eliminating them all If you are slipping over syllables or eliminating them all
together, customers start focusing on what you just said, together, customers start focusing on what you just said, versus what you are currently saying. versus what you are currently saying.
They feel like they are translating a foreign language. They feel like they are translating a foreign language. It affects comprehension. It affects comprehension.
Especially a person whose mother tongue is not English, Especially a person whose mother tongue is not English, it may be difficult for them to make any sense out of what it may be difficult for them to make any sense out of what you are saying.you are saying.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 9494
Problems with speaking quickly . Problems with speaking quickly . ContdContd..
Affects the tone of your voice.Affects the tone of your voice.
It is impossible to sound friendly, sincere or empathetic It is impossible to sound friendly, sincere or empathetic
without pausing. without pausing.
Voice became monotone.Voice became monotone.
If the voice is a monotone, the customer concludes you If the voice is a monotone, the customer concludes you
are disinterested. are disinterested.
• Who wants to do business with someone who is Who wants to do business with someone who is
disinterested?disinterested?
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 9595
Ways to slow downWays to slow down
1.1. First, get into the mind set that when you are at work; put First, get into the mind set that when you are at work; put
cash on voice, the voice that earns you a living. cash on voice, the voice that earns you a living.
Actors, Show host, Radio jokey they all speak a lot slower Actors, Show host, Radio jokey they all speak a lot slower
on television than they do when they are with friends and on television than they do when they are with friends and
family. family.
They know that if they speak quickly, viewers will be They know that if they speak quickly, viewers will be
complaining, and they will lose their jobs.complaining, and they will lose their jobs.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 9696
Ways to slow down Ways to slow down contdcontd..
2.2. Secondly - Artist learn is the value of pausing.Secondly - Artist learn is the value of pausing.
In fact, they pause a lot. In fact, they pause a lot.
They pause not only at the end of sentences and clauses, They pause not only at the end of sentences and clauses,
but whenever they want to emphasize a point or idea. but whenever they want to emphasize a point or idea.
More you pause, the more the listeners understand.More you pause, the more the listeners understand.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 9797
Ways to slow down Ways to slow down contdcontd..
To get comfortable pausing, use your voice mail system to To get comfortable pausing, use your voice mail system to
give you feedback. give you feedback.
When you send internal voice mail messages, press When you send internal voice mail messages, press
“review” before you press “send.” If you hear yourself “review” before you press “send.” If you hear yourself
speaking quickly, redo the message until you are speaking quickly, redo the message until you are
satisfied.satisfied.
Get feedback from family members and friends . Get feedback from family members and friends .
Ask them to tell you to pause more or to remind you that Ask them to tell you to pause more or to remind you that
you are mumbling. you are mumbling.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 9898
Ways to slow down Ways to slow down contdcontd..3.3. Thirdly slow down yourselfThirdly slow down yourself Fast talkers also mumble (murmur / speak unclearly).Fast talkers also mumble (murmur / speak unclearly). Read out loud to your child (if you have one or ..).Read out loud to your child (if you have one or ..). Children demand that you really get into the story.Children demand that you really get into the story. They will tell you to slow down because they want to enjoy They will tell you to slow down because they want to enjoy
the story. the story. As you drive down the street, use your car as a laboratory. As you drive down the street, use your car as a laboratory.
Say out loud what you are seeing and over - enunciate Say out loud what you are seeing and over - enunciate (Pronounce) each word. (Pronounce) each word.
No one will hear you. No one will hear you. Over - enunciating will get you used to saying every Over - enunciating will get you used to saying every
syllable in the word.syllable in the word.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 9999
Ways to slow down Ways to slow down contdcontd..
While speaking quickly is a habit, it is not a habit that helps While speaking quickly is a habit, it is not a habit that helps
you to develop relationships with your customers. you to develop relationships with your customers.
The more you pause, the more they feel you care. The less The more you pause, the more they feel you care. The less
likely they are to become upset.likely they are to become upset.
A one or two second pause can make a huge difference.A one or two second pause can make a huge difference.
Put on your “cash” voice and see what a difference it will Put on your “cash” voice and see what a difference it will
make.make.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 100100
It is not what you know It is not what you know
but how you communicate it but how you communicate it
that makes a difference. that makes a difference.
Speaking HintsSpeaking Hints
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 102102
Speak comfortable words! Speak comfortable words!
William ShakespeareWilliam Shakespeare
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 103103
Speaking HintsSpeaking Hints
1.1. When speaking or trying to explain something, ask the When speaking or trying to explain something, ask the
listeners if they are following you. listeners if they are following you.
2.2. Ensure the receiver has a chance to comment or ask Ensure the receiver has a chance to comment or ask
questions. questions.
3.3. Try to put yourself in the other person's shoes - consider Try to put yourself in the other person's shoes - consider
the feelings of the receiver. the feelings of the receiver.
4.4. Be clear about what you say. Be clear about what you say.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 104104
Speaking HintsSpeaking Hints
5.5. Look at the receiver. Look at the receiver.
6.6. Make sure your words match your tone and body language Make sure your words match your tone and body language
(Nonverbal Behaviors). (Nonverbal Behaviors).
7.7. Vary your tone and pace. Vary your tone and pace.
8.8. Do not be vague, but on the other hand, do not complicate Do not be vague, but on the other hand, do not complicate
what you are saying with too much detail. what you are saying with too much detail.
9.9. Do not ignore signs of confusion.Do not ignore signs of confusion.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 105105
Enhancing your Enhancing your communicationscommunications
Eye contact is an important step in sending and receiving Eye contact is an important step in sending and receiving
messages. messages.
Eye contact can be a signal of interest, a signal of Eye contact can be a signal of interest, a signal of
recognition, even a sign of honesty and credibility. recognition, even a sign of honesty and credibility.
Closely linked to eye contact are facial expressions, which Closely linked to eye contact are facial expressions, which
can reflect attitudes and emotions. can reflect attitudes and emotions.
Posture can also be used to more effectively communicate Posture can also be used to more effectively communicate
your message. your message.
Clothing is important. By dressing for your job, you show Clothing is important. By dressing for your job, you show
respect for the values and conventions of your organization.respect for the values and conventions of your organization.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 106106
Enhancing your communications Enhancing your communications contdcontd..
Do not invade personal space by Do not invade personal space by
getting too close and do not confuse getting too close and do not confuse
communications by trying to exchange communications by trying to exchange
messages from too far away. messages from too far away.
Be aware of your gestures, tone of Be aware of your gestures, tone of
voice, movement and facial voice, movement and facial
expressions. expressions.
How to Detect LiesHow to Detect Lies
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 108108
How to Detect LiesHow to Detect Lies
The techniques of How to Detect Lies is often used by The techniques of How to Detect Lies is often used by
police, and security experts. police, and security experts.
This knowledge is also useful for managers, employers, This knowledge is also useful for managers, employers,
and for anyone to use in everyday situations where telling and for anyone to use in everyday situations where telling
the truth from a lie can help prevent you from being a the truth from a lie can help prevent you from being a
victim of fraud/scams and other deceptions. victim of fraud/scams and other deceptions.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 109109
WarningWarning
Sometimes Ignorance is bliss; Sometimes Ignorance is bliss;
after gaining this knowledge, after gaining this knowledge,
you may be hurt you may be hurt
when it is obvious that someone is lying to you.when it is obvious that someone is lying to you.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 110110
Signs of Deception Signs of Deception (Dishonesty)(Dishonesty)
1.1. Body Language of LiesBody Language of Lies
2.2. Emotional Gestures & ContradictionEmotional Gestures & Contradiction
3.3. Interactions and Reactions Interactions and Reactions
4.4. Verbal Context and ContentVerbal Context and Content
5.5. Other signs of a lieOther signs of a lie
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 111111
1) Body Language of Lies1) Body Language of Lies1.1. Physical expression Physical expression Physical expression will be limited and stiff, with few arm Physical expression will be limited and stiff, with few arm
and hand movements. and hand movements. Hand, arm and leg movement are toward their own body the Hand, arm and leg movement are toward their own body the
liar takes up less space.liar takes up less space.
2.2. Eye contact.Eye contact. A person who is lying to you will avoid making eye contact.A person who is lying to you will avoid making eye contact.
3.3. Movement of HandsMovement of Hands Hands touching their face, throat & mouth. Hands touching their face, throat & mouth. Touching or scratching the nose or behind their ear. Touching or scratching the nose or behind their ear. Not likely to touch his chest/heart with an open hand. Not likely to touch his chest/heart with an open hand.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 112112
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 113113
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 114114
2) Emotional Gestures & 2) Emotional Gestures & ContradictionContradiction
1.1. Timing and duration of emotional gestures and emotions Timing and duration of emotional gestures and emotions
are off a normal pace. are off a normal pace.
The display of emotion is delayed, stays longer it would The display of emotion is delayed, stays longer it would
naturally, then stops suddenly.naturally, then stops suddenly.
2.2. Timing is off between emotions gestures/expressions and Timing is off between emotions gestures/expressions and
words. words.
Example: Someone says "I love it!" when receiving a gift, Example: Someone says "I love it!" when receiving a gift,
and then smile after making that statement, rather then at and then smile after making that statement, rather then at
the same time the statement is made.the same time the statement is made.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 115115
2) Emotional Gestures & Contradiction 2) Emotional Gestures & Contradiction contdcontd..
3.3. Gestures/expressionsGestures/expressions don’t match the verbal statement, don’t match the verbal statement,
such as frowning when saying “I love you.”such as frowning when saying “I love you.”
4.4. ExpressionsExpressions are limited to mouth movements when are limited to mouth movements when
someone is faking emotions like happy, surprised, sad, someone is faking emotions like happy, surprised, sad,
awe (fear) instead of the whole face. awe (fear) instead of the whole face.
For example; when someone smiles naturally their whole For example; when someone smiles naturally their whole
face is involved: jaw/cheek movement, eyes and forehead face is involved: jaw/cheek movement, eyes and forehead
push down, etc.push down, etc.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 116116
3) Interactions and Reactions3) Interactions and Reactions
A guilty person gets defensive. An innocent person will A guilty person gets defensive. An innocent person will
often go on the offensive.often go on the offensive.
A liar is uncomfortable facing his questioner/accuser and A liar is uncomfortable facing his questioner/accuser and
may turn his head or body away. may turn his head or body away.
A liar might unconsciously place objects (book, coffee cup, A liar might unconsciously place objects (book, coffee cup,
etc.) between themselves and you.etc.) between themselves and you.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 117117
4) Verbal Context and Content4) Verbal Context and Contenti.i. A liar will use your words to make answer a question.A liar will use your words to make answer a question. When asked, “Did you eat the last cookie?” When asked, “Did you eat the last cookie?”
The liar answers, “No, I did not eat the last cookie.” The liar answers, “No, I did not eat the last cookie.”
ii.ii. A statement with a contraction (short) is more likely to be A statement with a contraction (short) is more likely to be truthful: “ I didn't do it” instead of “I did not do it”truthful: “ I didn't do it” instead of “I did not do it”
iii.iii. Liars sometimes avoid "lying" by not making direct Liars sometimes avoid "lying" by not making direct statements. statements.
They imply answers instead of denying something They imply answers instead of denying something directly.directly.
iv.iv. The guilty person may speak more than natural, adding The guilty person may speak more than natural, adding unnecessary details to convince you... they are not unnecessary details to convince you... they are not comfortable with silence or pauses in the conversation.comfortable with silence or pauses in the conversation.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 118118
4) Verbal Context and Content4) Verbal Context and Content
v.v. A liar may leave out pronouns and speak in a A liar may leave out pronouns and speak in a
monotonous tone. monotonous tone.
When a truthful statement is made the pronoun is When a truthful statement is made the pronoun is
emphasized as much or more than the rest of the words in emphasized as much or more than the rest of the words in
a statement.a statement.
vi.vi. Words may be garbled and spoken softly, and syntax and Words may be garbled and spoken softly, and syntax and
grammar may be off. grammar may be off.
In other words, his sentences will likely be muddled rather In other words, his sentences will likely be muddled rather
than emphasized.than emphasized.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 119119
5) Other signs of a lie5) Other signs of a lie
If you believe someone is lying, then change subject of a If you believe someone is lying, then change subject of a
conversation quickly, a liar follows along willingly and conversation quickly, a liar follows along willingly and
becomes more relaxed. becomes more relaxed.
The guilty wants the subject changed; an innocent person The guilty wants the subject changed; an innocent person
may be confused by the sudden change in topics and will may be confused by the sudden change in topics and will
want to back to the previous subject.want to back to the previous subject.
WorkshopWorkshop
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 121121
Can you guess the nonverbal body Can you guess the nonverbal body language the faces below are language the faces below are
communicating? communicating?
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 122122
Answer Answer
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 123123
Communication Communication StrategiesStrategies
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 125125
Communication Strategies - Communication Strategies - CareCare
SOLER (Egan, 1986) is a technique used by care workers. SOLER (Egan, 1986) is a technique used by care workers.
It helps the clients or patients to trust the care-giver and to It helps the clients or patients to trust the care-giver and to
feel safe and helps in effective communication. feel safe and helps in effective communication.
SOLER is:SOLER is:
S – Sit squarely in relation to the patient S – Sit squarely in relation to the patient
O – Open position O – Open position
L – Lean slightly towards the patient L – Lean slightly towards the patient
E – Eye contact E – Eye contact
R – Relax R – Relax
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 126126
Oral presentationsOral presentationsSr. No. Skills Criteria
1 Select and organiseinformation
• Relevance of information• Amount appropriate to the time available• Brief introduction• Argument is well organised, using markers• Short conclusion or link (if in group)
2 Project confidence and enthusiasm
• Strong stance, calm appearance, eye contact• Minimal reference to notes
3 Use audio-visualseffectively
• Clear speech• Steady pace• Some modulation• Appropriate emphasis• Explain or define new terms• Avoid jargon and long sentences
4 Use audio-visualseffectively
• Over Head Transparencies (OHTs) not crowded• Equipment used with ease• Information selected that assists the audience
5 Respond to theaudience
• Counter arguments explained• Own argument summarised• Active listening and focused response
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 127127
Short answersShort answers
Sr. No. Skills Criteria
1 Analyse the question • The question is answered
2 Select relevant information • The content is all relevant to the question
3 Think critically and analytically
• The answer shows understanding of how key aspects relate• Information is questioned
4 Begin with a proposition
• The proposition shows understanding of the question and indicates the points to be covered• The final sentence summarises
5 Present an argument • The argument is logical and concise
Presentation Presentation PlanningPlanning
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 129129
1) Presentation 1) Presentation Does your introduction grab participant’s attention and Does your introduction grab participant’s attention and
explain your objectives? explain your objectives?
Do you follow this by clearly defining the points of the Do you follow this by clearly defining the points of the presentation? presentation?
Are these main points in logical sequence? Are these main points in logical sequence?
Do these flow well? Do these flow well?
Do the main points need support from visual aids? Do the main points need support from visual aids?
Does your closing summarize the presentation clearly and Does your closing summarize the presentation clearly and concisely? concisely?
Is the conclusion strong? Is the conclusion strong?
Have your tied the conclusion to the introduction? Have your tied the conclusion to the introduction?
Did you demand sale?Did you demand sale?
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 130130
2) 2) DeliveryDelivery
Are you knowledgeable about the product covered in your Are you knowledgeable about the product covered in your
presentation? presentation?
Do you have your promotional inputs in order? Do you have your promotional inputs in order?
Where and how will you present (indoors, outdoors, Where and how will you present (indoors, outdoors,
standing, sitting, etc.)? standing, sitting, etc.)?
Have you checked and practice your visual aids, Have you checked and practice your visual aids, brochure brochure
and other promotional inputs? and other promotional inputs?
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 131131
3) Appearance3) Appearance
Make sure you are dressed and groomed appropriately and in Make sure you are dressed and groomed appropriately and in
keeping with the audience’s expectations. keeping with the audience’s expectations.
Practice your speech standing (or sitting, if applicable), paying Practice your speech standing (or sitting, if applicable), paying
close attention to your body language, even your posture, both close attention to your body language, even your posture, both
of which will be assessed by the audience. of which will be assessed by the audience.
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 132132
4) Visual Aids4) Visual Aids
Are the visual aids easy to read and easy to understand? Are the visual aids easy to read and easy to understand?
Did you understand the Visual aid?Did you understand the Visual aid?
Are they are in proper condition? Are they are in proper condition?
Can doctor see them easily while you are detailing them?Can doctor see them easily while you are detailing them?
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 133133
Basic structure of a sales presentationBasic structure of a sales presentation
OpeningOpening
Get attentionGet attention
Create interest and sustain it (Joke , Graph, Picture etc.)Create interest and sustain it (Joke , Graph, Picture etc.)
Present benefits Present benefits
DemonstrateDemonstrate
FeedbackFeedback
Handle objectionHandle objection
CloseClose
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 134134
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 135135
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 136136
Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 137137
top related