Basics of EFFECTIVE COMMUNICATION SKILLS By Babar Ghias, Chief Engineer - KANUPP
Basics of
EFFECTIVE COMMUNICATION SKILLS
By Babar Ghias, Chief Engineer - KANUPP
Communication is an exchange of feelings, ideas, and information, whether by speaking, writing, signals, or behaviors.
to convey knowledge of or information
to reveal by clear signs
to transmit information, thought, or feeling so that it is
satisfactorily received or understood
to open into each other
The exchange of thoughts, messages, or information, as by
speech, signals, writing, or behavior.
The art and technique of using words effectively to impart
information or ideas.
What is Communication?
ITS ESSENCES:
Personal process
Occurs between people
Involves change in behavior
Means to influence others
Expression of thoughts and emotions through words & actions.
Tools for controlling and motivating people.
It is a social and emotional process.
Communication is the art of transmitting
information, ideas and attitudes from one person to
another. Communication is the process of meaningful
interaction among human beings.
Who’s accountable?
Everyone in the organization
is accountable for the
effectiveness of their own
communication. This
especially applies to those
who manage others.
Types of Communication Downwards Communication: Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feed back, approval to highlight problems etc.
Upwards Communications: It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals.
Lateral or Horizontal Communication: Among colleagues, peers at same level for information level for information sharing for coordination, to save time.
In modern business environment communication extends beyond written or spoken words to listened word. Visual dimension added by T.V., computers has given to new meaning to communication.
Executive Director
Vice President
A.G.M.
Manager
Supervisor
Forman
Supervisor 3Supervisor 1 Supervisor 2
Manager
Dow
nw
ard
Up
ward
Horizontal
Communication Networks
Formal Network : Virtually vertical as per chain go command within the hierarchy.
Informal Network : Free to move in any direction may skip formal chain of command. Likely to satisfy social and emotional needs and also can facilitate task accomplishment.
Communication can occur in many ways
Visual Images
Body Language
Body Language
Spoken Words
Visual Images
Written Words
The Communication Process
SENDER
(encodes)
RECEIVER
(decodes) Barrier
Barrier
Medium
Feedback/Response
TRANSMISSION MODEL OF COMMUNICATION
TRANSMISSION MODEL OF COMMUNICATION
All of this parts models are important in order for your communication to be successful or a failure.
Signal Signal
Feedback
Channel
Noise
Sender Receiver
SENDER
The sender is the primary communicator, the sender controls the type of communication.
ENCODING
We use encoding by using verbal/non-verbal ideas and thoughts to process the communication
MESSAGE
The message if what the sender wants you to know.
CHANNEL
The channel is the way the message is send, the way you want to message to be translated to.
RECEIVER
The receiver is the person that receives the message that the sender communicated.
Effective CommunicationEffective Communication
DECODING
The purpose for decoding is for the receiver to be able to comprehend the senders message to its best of understanding.
FEEDBACK
The feedback that is giving to the sender provides the proof how well the receiver was able to decode the message.
NOISE
The noise can be anything that prevents the sender message to be received correctly.
Barriers to communication
• Noise
• Inappropriate medium
• Assumptions/Misconceptions
• Emotions
• Language differences
• Poor listening skills
• Distractions
Hearing Vs Listening
Hearing – Physical process,
natural, passive
Listening – Physical as well
as mental process, active,
learned process, a skill
Listening is hard.
You must choose to participate in the process of listening.
VALUE OF LISTENING
Listening to others is an elegant art.
Good listening reflects courtesy and good manners.
Listening carefully to the instructions of superiors improve
competence and performance.
The result of poor listening skill could be disastrous in
business, employment and social relations.
Good listening can eliminate a number of imaginary grievances
of employees.
Good listening skill can improve social relations and
conversation.
Listening is a positive activity rather than a passive or negative
activity.
Always think ahead about what you are going to say.
Use simple words and phrases that are understood by every body.
Increase your knowledge on all subjects you are required to speak.
Speak clearly and audibly.
Check twice with the listener whether you have been understood accurately or not
In case of an interruption, always do a little recap of what has been already said.
Always pay undivided attention to the speaker while listening.
While listening, always make notes of important points.
Always ask for clarification if you have failed to grasp other’s point of view.
Repeat what the speaker has said to check whether you have understood accurately.
ESSENTIALS OF COMMUNICATION- Dos
ESSENTIALS OF COMMUNICATION- DON’Ts
Do not instantly react and mutter something in anger.
Do not use technical terms & terminologies not understood
by majority of people.
Do not speak too fast or too slow.
Do not speak in inaudible surroundings, as you won’t be
heard.
Do not assume that every body understands you.
While listening do not glance here and there as it might
distract the speaker.
Do not interrupt the speaker.
Do not jump to the conclusion that you have understood
every thing.
How to Improve Existing Level of
COMMUNICATION?
Improve language.
Improve pronunciation.
Work on voice modulation.
Work on body language (match body language with message)
Read more
Listen more
Avoid reading or watching or listening unwanted literature, gossip, media presentation etc.
How to Improve Existing Level of
COMMUNICATION?
Improve on you topic of discussion,
Practice meditation & good thoughts.
Think and speak.
Do not speak too fast.
Use simple vocabulary.
Do not speak only to impress someone.
Look presentable and confident.
Improving Body Language - Tips
• Keep appropriate distance
• Touch only when appropriate
• Take care of your appearance
• Be aware - people may give false cues
• Maintain eye contact
• Smile genuinely
Types of
People communicate with
each other in a number of
ways that depend upon the
message and its context in
which it is being sent.
Types / Forms of Communication
On the basis of expression, method,
media
On the basis of flow of
information
On the basis of organizational
relationship
Formal
Communication
In-Formal
Communication
Horizontal
Communication
Vertical
Communication
Crosswise
Communication
Upward
Communication
Down ward
Communication
Verbal
Communication Non-Verbal
Communication
Oral
Communication
Written
Communication
Visual Communication
Audio Communication
Gesture
Communication
Passive
Communication
By Action
Communication Writing Reading Speaking Listening
Other
7%
93%
33%
57%
Vocal
Body Language
Verbal
It refers to the form of communication in which message
is transmitted verbally.
Communication is done by word of mouth and a piece of
writing.
In verbal communication remember the acronym “KISS”KISS”
(keep it short and simple).
Verbal Communication is divided into:
Oral Communication
Written Communication
Oral
In oral communication, Spoken words are used.
It includes face-to-face conversations, speech, telephonic conversation, video, radio, television, voice over internet.
Communication is influence by pitch, volume, speed and clarity of speaking.
Advantages – It brings quick feedback. In a face-to-face conversation, by reading facial expression and body language one can guess whether he/she should trust what’s being said or not.
Disadvantages – In face-to-face discussion, user is unable to deeply think about what he is delivering, so this can be counted as a fault.
Written In written communication, written signs or symbols
are used to communicate.
In written communication message can be
transmitted via email, letter, report, memo etc.
Written Communication is most common form of
communication being used in business.
Advantages –
Messages can be edited and revised
Written communication provide record and
backup.
A written message enables receiver to fully
understand it and send appropriate feedback.
Disadvantages –
Written communication doesn’t bring instant
feedback. It take more time in composing a written
message as compared to word-of-mouth and
number of people struggles for writing ability.
Nonverbal
• Nonverbal communication is the sending or receiving of wordless messages. Such as gesture, body language, posture, tone of voice or facial expressions, is called nonverbal communication.
• Nonverbal communication is all about the body language of speaker.
Nonverbal communication have the following three elements –
• Appearance Speaker – clothing, hairstyle, neatness, use of cosmetics Surrounding – room size, lighting, decorations, furnishings
• Body Language facial expressions, gestures, postures
• Sounds Voice Tone, Volume, Speech rate
Levels of
•• Intrapersonal Intrapersonal CommunicationCommunication is communication that occurs in your own mind. It is the basis of your feelings, biases, prejudices, and beliefs.
– Examples are when you make any kind of decision – what to eat or wear. When you think about something – what you want to do on the weekend or when you think about another person.
•• Interpersonal communicationInterpersonal communication is the communication between
two people but can involve more in informal conversations.
– Examples are when you are talking to your friends. A
teacher and student discussing an assignment. A patient
and a doctor discussing a treatment. A manager and a
potential employee during an interview.
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•• Small Group communicationSmall Group communication is communication within formal or informal groups or teams. It is group interaction that results in decision making, problem solving and discussion within an organization.
– Examples would be a group planning a surprise birthday party for someone. A team working together on a project.
•• OneOne--toto--group communicationgroup communication involves a speaker who seeks to
inform, persuade or motivate an audience.
– Examples are a teacher and a class of students. A preacher and a
congregation. A speaker and an assembly of people in the
auditorium.
• Mass communication is the electronic or print transmission of messages to the general public. Outlets called mass media include things like radio, television, film, and printed materials designed to reach large audiences. – A television commercial. A
magazine article. Hearing a song on the radio. Books, Newspapers, Billboards. The key is that you are reaching a large amount of people without it being face to face. Feedback is generally delayed with mass communication.
Public Zone
Social Zone
Personal Zone
Intimate Zone
Physical Space • The "intimate zone" is about
two feet. This zone is reserved for our closest friends.
• The "personal zone" from about 2-4 feet usually is reserved for family and friends.
• The “social zone” (4-12 feet) is where most business transactions take place.
• The "public zone" (over 12 feet) is used for lectures.
Questions