Basic Communication Skills

Field of Consciousness

How do you go about Establishing Rapport?

You need Self-ConfidenceYou must Understand PeopleYou must be EnthusiasticYou must make Eye ContactYou must be Interested in them

Hearing

Seeing

Smell

Touch

Taste

Communication - MeaningCommunication is a dynamic process…through this process we convey a thought

or feeling to someone else.how it is received depends on a set of

events, stimuli, that person is exposed to.how you say what you say plays an

important role in communication.

TOTAL COMMUNICATION PROCESS

Reading16%

Writing9% Speaking

30%

Listening45%

LEVELS OF COMMUNICATIONVERBAL

Intra verbal: intonation of word and soundExtra verbal verbal: implication of words and

phrases, semantics

NON-VERBALGesturesPosturesMovements

SYMBOLIC

Barriers in Communication(that have to do with the COMMUNICATOR)

Unwillingness to say things differentlyUnwillingness to relate to others

differentlyUnwillingness to learn new approachesLack of Self-ConfidenceLack of EnthusiasmVoice qualityPrejudice

Barriers in Communication(that have to do with the COMMUNICATOR)

Disagreement between verbal and non-verbal messages

Negative Self ImageLack of FeedbackLack of Motivation and TrainingLanguage and Vocabulary LevelLack of Self Awareness

Barriers in Communication(that have to do with the RECEIVER)

Selective PerceptionUnwillingness to ChangeLack of Interest in the Topic/SubjectPrejudice & Belief SystemRebuttal InstinctsPersonal Value SystemHere-and-Now internal & external factors

External Barriers in CommunicationEnvironment

The venueThe effect of noiseTemperature in the room

Other People – Status, EducationTime

5 Basic reasons we Do Not Listen

Listening is Hard WorkCompetitionThe Rush for ActionSpeed differences (120 wpm v/s 360 wpm)Lack of Training

4 Levels of ListeningThe Non-ListenerThe Marginal ListenerThe Evaluative ListenerThe Active Listener

Improving Listening SkillsBy not being PreoccupiedBeing Open Minded & Non DefensiveMinimizing InterruptionsEffective Listening is: Hearing, interpreting

when necessary, understanding the message and relating to it.

By Asking Questions

COMMUNICATION

7% WORDSWords are only labels and the listeners put their

own interpretation on speakers words38% PARALINGUISTIC

The way in which something is said - the accent, tone and voice modulation is important to the listener.

55% BODY LANGUAGEWhat a speaker looks like while delivering a

message affects the listener’s understanding most.

TYPES OF BODY LANGUAGERemember that you are dealing with “PEOPLE”

(P)OSTURES & GESTURESHow do you use hand gestures? Stance?

(E)YE CONTACTHow’s your “Lighthouse”?

(O)RIENTATIONHow do you position yourself?

(P)RESENTATIONHow do you deliver your message?

(L)OOKSAre your looks, appearance, dress important?

(E)PRESSIONS OF EMOTIONAre you using facial expressions to express emotion?

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