20090504 2 Communication Skills 53s

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Think > listen > talk

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Communication Goals

To change behavior

To get action

To ensure understandingTo persuade

To get and giveInformation

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Why is communication

important ?

Why is communication

important ?• Inspires confidence

• Builds respect

• Helps make friends

• Reveals your ability to others

• Develops a distinct personality

• Inspires confidence

• Builds respect

• Helps make friends

• Reveals your ability to others

• Develops a distinct personality

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1111April 11, 2023April 11, 2023

What is Communication?What is Communication?

SENDER RECEIVER

Feedback

receiver sender

The process ofThe process of sending and receiving information among people… sending and receiving information among people…

MediumEncode Decode

1212April 11, 2023April 11, 2023

Most common ways to Most common ways to communicatecommunicate

Speaking Visual Images

Writing

Body Language

We need toWe need toimprove ourimprove ourcommunication... communication...

70 % of our 70 % of our communication efforts are:communication efforts are:

misunderstood misunderstood misinterpreted misinterpreted rejected rejected distorted ordistorted ornot heardnot heard

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PEOPLEPEOPLE ARE ARE INFLUENCED,INFLUENCED,PROBLEMSPROBLEMS ARE ARE SOLVED,SOLVED,CHANGESCHANGES ARE ARE FACILITATED,FACILITATED,EXCELLENT RELATIONSHIPSEXCELLENT RELATIONSHIPS ARE ARE DEVELOPED,DEVELOPED,DESIRED RESULTSDESIRED RESULTS ARE ARE ACHIEVED,ACHIEVED, AND AND

SUCCESSSUCCESS IS IS ENSURED.ENSURED.

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PLAYS PLAYS A VITAL ROLEA VITAL ROLEIN DISCOVERING IN DISCOVERING OURSELVES & OURSELVES & THE WORLD THE WORLD AROUND USAROUND US

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THE QUALITY OF YOUR LIFE

IS THE QUALITY OF YOUR COMMUNICATION ~

BOTH WITH YOURSELF & OTHERS

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IS NOT JUST GETTING IS NOT JUST GETTING THE MESSAGE ACROSSTHE MESSAGE ACROSS

BUT ITS BUT ITS ACCEPTANCEACCEPTANCE FROM ITS INTENDED RECEIVERSFROM ITS INTENDED RECEIVERSWHICH WHICH CAUSES CAUSES THE EXPECTED BEHAVIOURTHE EXPECTED BEHAVIOURFROM THE RECEIVERS FROM THE RECEIVERS OF THE MESSAGEOF THE MESSAGE

ONLY THEN, THE RECEIVERSONLY THEN, THE RECEIVERSWILL BE WILLING TO WILL BE WILLING TO CONVERT THE COMMUNICATIONCONVERT THE COMMUNICATION

INTO ACTIONINTO ACTION

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LISTEN TO,LISTEN TO,

OBSERVE &OBSERVE &

INTERPRETINTERPRETALL FORMS OF LANGUAGEALL FORMS OF LANGUAGEIS ESSENTIAL FORIS ESSENTIAL FOREFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATION

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Love is so caring…COMMUNICATIONCOMMUNICATION

INCLUDESINCLUDES

BODY LANGUAGE,BODY LANGUAGE,

TONALITY OF VOICE &TONALITY OF VOICE &

THE WORDS YOU USE.THE WORDS YOU USE.

55%55% ++38%38% ++

7%7% ==

COMMUNICATIONCOMMUNICATION

INCLUDESINCLUDES

BODY LANGUAGE,BODY LANGUAGE,

TONALITY OF VOICE &TONALITY OF VOICE &

THE WORDS YOU USE.THE WORDS YOU USE.

55%55% ++38%38% ++

7%7% ==

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FEW FACTS

- Eye muscles are the busiest muscles in the body. Scientists estimate they may move more than 100,000 times a day.

- You have over 30 muscles in your face to help you smile or frown.

It takes 17 muscles to smile and 43 to frown.

SO SMILE EVERYTIME YOU SEE SOMEONE, IT IS VERY VERY ECONOMICAL.

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FEW MORE FACTS

- The strongest muscle in your body is your tongue.

USE IT EFFECTIVELY.

- It takes the interaction of 72 different muscles to produce human

speech.

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• Interrupting to complete others’ sentences

• Preparing our response before someone has completed speaking

• Multitaskingwhile ‘listening’

• Filteringcontent or meaningbased on our opinion / prejudiceabout the speaker

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Take responsibility for every stage on the Communication

Cycle: What is intended –

What is spoken –

What is heard –

How it is understood –

What is agreed to –

What is acted on –

How it is actually implemented –

What results were really obtained.

Be aware of where you or others

tend to fall off the cycle.

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W. A. T. C. H.

W = WORDS

A = ACTIONS

T = THOUGHTS

C = CHARACTER

H = HEAD & HEART

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1. MAKE SURE THAT 1. MAKE SURE THAT BODY LANGUAGE,BODY LANGUAGE,

YOUR WORDS &YOUR WORDS & TONALITY TONALITY

ARE CONGRUENT –ARE CONGRUENT – [ ALIGNED AND SENDING THE SAME MESSAGE ][ ALIGNED AND SENDING THE SAME MESSAGE ]

2. MAINTAINING EYE CONTACT – 2. MAINTAINING EYE CONTACT – [ EXPRESSION OF YOUR INTEREST ][ EXPRESSION OF YOUR INTEREST ]

3. IMPROVE YOUR VOICE CULTURE – 3. IMPROVE YOUR VOICE CULTURE – [ MAKE IT INTERESTING ][ MAKE IT INTERESTING ]

4. BE POSITIVE, PRECISE AND CLEAR – 4. BE POSITIVE, PRECISE AND CLEAR – [ ~ “Don’t forget to complete the work by tomorrow.” ][ ~ “Don’t forget to complete the work by tomorrow.” ][ ~ “Please remember to complete the work by tomorrow.” ][ ~ “Please remember to complete the work by tomorrow.” ]

5. GOOD LISTENING5. GOOD LISTENING SUPPLIESSUPPLIES THE BUILDING BLOCKS OFTHE BUILDING BLOCKS OF

GOOD UNDERSTANDING ANDGOOD UNDERSTANDING AND

GOOD COMMUNICATION SKILLSGOOD COMMUNICATION SKILLS ~ Listening is an active process involving :~ Listening is an active process involving :

Ears – for verbal communicationEars – for verbal communicationEyes – for non-verbal communicationEyes – for non-verbal communicationBody – for gesturesBody – for gestures

66.. WELL-TIMED PAUSES WELL-TIMED PAUSESGIVE TIME FOR GIVE TIME FOR EXPLANATION,EXPLANATION,EVALUATION &EVALUATION &

DEVELOPMENT OF THOUGHT DEVELOPMENT OF THOUGHT

~ Facial expressions reveal the difference between ~ Facial expressions reveal the difference between a pregnant pause and an embarrassed silence a pregnant pause and an embarrassed silence

7. SUMMARISING 7. SUMMARISING IS AN ESSENTIAL SKILLIS AN ESSENTIAL SKILL

WHICH TAKES STOCK OFWHICH TAKES STOCK OF

THE MAIN POINTS COVEREDTHE MAIN POINTS COVERED

8. EMPATHIZE8. EMPATHIZE WITH THE RECEIVER OF THE MESSAGEWITH THE RECEIVER OF THE MESSAGE

~ put yourself in the other person’s position, ~ put yourself in the other person’s position, understand the other person’s perspectiveunderstand the other person’s perspective

and then proceed to interactand then proceed to interact

99.. COMMUNICATION COMMUNICATION MUST APPEAL TOMUST APPEAL TO

BOTH MIND AND HEART BOTH MIND AND HEART ~ appealing to mind requires facts, evidence and logic~ appealing to mind requires facts, evidence and logic~ appealing to the heart, more difficult, ~ appealing to the heart, more difficult,

requires ‘touching the soul’ - requires ‘touching the soul’ - based on mutually respected valuesbased on mutually respected values

10. KEEP THE COMMUNICATION SIMPLE10. KEEP THE COMMUNICATION SIMPLE~ say it in simple sentences, with no twists and turns~ say it in simple sentences, with no twists and turns

‘‘communicate to express but not to impress’communicate to express but not to impress’

11. TELL IT AND TELL IT AGAIN,11. TELL IT AND TELL IT AGAIN,IF NECESSARYIF NECESSARY

~ tell the point once – ~ tell the point once – then come back andthen come back and

hit it again, and again.hit it again, and again.

12. COMMUNICATE WITH CONFIDENCE 12. COMMUNICATE WITH CONFIDENCE ~ communication exposes~ communication exposes

your inner thoughts, feelings and sentiments. your inner thoughts, feelings and sentiments. Your confidence, or the lack of it,Your confidence, or the lack of it,

is getting transparently revealed.is getting transparently revealed.

13. PRACTICE THE ART OF COMMUNICATING13. PRACTICE THE ART OF COMMUNICATINGON PAPERON PAPER~ thinking on paper & saying on paper~ thinking on paper & saying on paper

14. COMMUNICATION IS IRREVERSIBLE 14. COMMUNICATION IS IRREVERSIBLE ~ communication cannot be reversed~ communication cannot be reversed

[ reversible processes – water and ice[ reversible processes – water and ice irreversible processes – milk and coffee ]irreversible processes – milk and coffee ]

Only minimizing the hurt feelings is possible,Only minimizing the hurt feelings is possible,but the damage has already been done.but the damage has already been done.[ ~ forgive but not forget ][ ~ forgive but not forget ]

Be highly careful, thoughtful and purposefulBe highly careful, thoughtful and purposeful

15. COMMUNICATION 15. COMMUNICATION IS MOREIS MORE A PEOPLE PROCESS THAN A PEOPLE PROCESS THAN A LANGUAGE PROCESS A LANGUAGE PROCESS ~ communication is a series of actions and reactions~ communication is a series of actions and reactions communication influences our own and that of others’ communication influences our own and that of others’

behaviour behaviour communication reflects the true personality of an communication reflects the true personality of an

individualindividual

16.16. COMMUNICATION COMMUNICATION CAN ALWAYS BE IMPROVEDCAN ALWAYS BE IMPROVED

~ practice, more practice and much more practice~ practice, more practice and much more practice

17. COMMUNICATION AND FEEDBACK17. COMMUNICATION AND FEEDBACK~ feedback ensures that message has been received~ feedback ensures that message has been received

in the manner, that was originally intendedin the manner, that was originally intended

18. COMMUNICATION AND CLARITY18. COMMUNICATION AND CLARITY

19. COMMUNICATION AND COMMITMENT19. COMMUNICATION AND COMMITMENT

20. COMMUNICATION AND CHARACTER20. COMMUNICATION AND CHARACTER

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Links to Prof. V. ViswanadhamLinks to Prof. V. Viswanadham

• Link to Presentation slides• Link to Audio Files• Link to Blog

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