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Business Communication Skills 

Business Communication Skills - Learning Reinforcer[1]

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Business 

Communication 

Skills 

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 Effective Communication : 

It is the art of imparting or conveying ideas, views or

information from the mind of one person to the mind of theother and ensuring that it has been understood by the other

person in the same way you want them to understand and no

other way.

Communication Basics

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Physical

Physiological /Biological

Psychological 

egotism, defensiveness, hostility

resistance to change to the extent that listeners hear only

what they want to hear

stereotyping i.e. giving someone a label before they have

been heard

Fears

being preoccupied

Communication Barriers

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Major Barriers of Communication

The major barriers of communication is 65,000

different thoughts in a day

100% information from your thought reducing

to 50 % by the time it reaches the listener

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2C 1M

Clear

Complete

Mutual Understanding

Communication Fundamentals

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Communication Fundamentals

Clear about the objective/context of the

communication

Complete about the information that you share to

achieve the objective

Mutual Understanding with regardunderstanding and the feedback of the information

passed.

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Test Understanding Skills

Paraphrasing : Repeating exactly what the other person

said in your own voice

Rephrasing : Repeating what the other person in your

own words

Questioning : using the open ended and closed ended

questions in communication

Summarizing : sharing the important points at the end of the conversation in every communication

Simulating : giving examples and illustration while

communicating

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H

W

W

W

W

W

Open-ended Questions

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Tell them what you are going to tell them

(1 TELL)

Tell them (2 TELL)

Tell them what you told them ( 3 TELL)

3 TELL

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ABC of verbal Communication

• Acuity - Specific

Brevity - Brief • Clarity - Clear

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  Alertness

Expressions

Naturalness

Pleasantness

Distinctness 

5 Essentials of a good voice

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 Rate of speech

Volume of speech

Enunciation

Stressing on important words

Giving meaningful pauses

Removing fillers from speech

6 Essentials of Speech

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L Look interested

I Involvement 

S Stay on Target

T Test your understanding

E Evaluate the message

N Neutralize your feelings & emotions

Interactive Listening

Test-understand 

by using;

- Paraphrasing

- Rephrasing

- Questioning

- Summarizing- Simulating

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Positive Body Signals 

Eye contact

Smile

Sitting ErectLeaning forward

Nodding

Tilting head

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Aggressive Vs Submissive

Aggressive people RESPECTS THEIR needsand feelings, in the process violates theneeds and feelings of others

Submissive people RESPECTS OTHERS

needs and feelings, in the process violates

the needs and feelings of others

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  Aggressive

people arebasically insecure

Submissive people

have a great senseof inferiority

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Assertive Behaviour 

Assertive people stand up for their ownrights in a way that they do not violate

another person’s rights. 

 Assertiveness is a mode of behaviourwhich helps you to express your feelings,

needs and opinions while respecting thefeelings, needs and opinions of the otherperson

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Some beliefs that lead to Assertive

Behavior I must express my opinions

I respect others opinions

I am responsible for what happens tome; I am in control

I can choose how I behave

I can learn from feedback

I have something to say/offer

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Benefits of Assertiveness

Increased self-control

Greater confidence in yourself

Greater confidence in others

Increased self responsibility

Close working relationships Conducive culture

Getting work done – saving time & energy

Reduced stress levels Addressing issues

An increased chance of everyone winning

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Framework For SpeakingAssertively

Describe the incidence

Tell the other person , how you feel

Tell the other person, what you think

Ask the other person to Comment

Propose a resolution and seek the otherperson’s agreement 

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HappyLearning!

Hopefully, you will find this

Re - inforcer  engaging, informative

& nourishing…. 

Happy

Learning!!!