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Studies tell 70 % of mistakes in the Studies tell 70 % of mistakes in the workplace are a direct result of workplace are a direct result of
poor communication…..poor communication…..
CommunicationCommunication
Communication is simply a two Communication is simply a two
way process of exchanging way process of exchanging
ideas, information or ideas, information or
transmitting verbal and transmitting verbal and
non-verbal messages.non-verbal messages.
Effective CommunicationEffective Communication
EFFECTIVE COMMUNICATION
PRODUCTIVE RELATIONSHIP
We communicate to…We communicate to…
• Get information• Get feedback• Motivate• Praise• Greet• Sell• Etc.
Process of Communication
Communication is the process of sending and receiving information among people…
SENDER RECEIVER
Feedback
receiver sender
MediumEncode Decode
Barriers to Communication
• Noise
• Inappropriate medium
• Assumptions/Misconceptions
• Emotions
• Language differences
• Poor listening skills
• Distractions
Overcoming the barriers of effective communication
Effective Communication skills
Body language
(Smile, Eye contact, Gestures, tone)
Cultural Sensitivity
Checking for understanding
Summarizing what has been said
Seeking Participation
Effective Questions
Simple Words
Connecting withThe audience
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.
ESSENTIALS OF COMMUNICATIONDos
ESSENTIALS OF COMMUNICATIONDos
Always pay undivided attention to the speaker while listening.
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 DONTS
Do not use technical terms and terminologies not understood by majority of
people
Do not speak too fast or too slow
Do not speak in inaudible surroundings as you wont be heard
Do not assume that everybody understands you
Do not interrupt the speaker.
Do not jump to the conclusion that you have understood every thing.
Do not instantly react and mutter something in anger.
While listening do not glance here and there as it might distract the speaker.
Probing Questions
• Can you be more specific?• Can you give me an example of that?• What happened then?• How does this affect you?• What might cause that, do you think?• Can you fill me in on the details?
Before communicatingAsk yourself…
What is the main purpose/aim?
Who will receive it?
What is the likely attitude of the listener?
How much does he need to know?
Is my timing right?
What is the main subject?
Are the major points clear?
Is there any ambiguity?
Importance of listening
“If we were supposed to talk more than listen, we would have been
given two mouths and one ear.”
Mark Twain
What is listening ?
Listening is the absorption
of the meanings of words
and sentences by the
brain. Listening leads to the
understanding of facts and
ideas.
Various stages to listening
Hearing
Focusing on the message not the person
Comprehending and interpreting
Analyzing and Evaluating
Responding
Remembering
Value Of Listening
Listening to others is an elegant art.
Good listening reflects courtesy and good manners.
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.
Techniques of active listening
PARAPHRASEPARAPHRASE
Restate what was said in your own
words
PARAPHRASEPARAPHRASE
Restate what was said in your own
words
SUMMARIZESUMMARIZE
Pull together the main points of a
speaker
SUMMARIZESUMMARIZE
Pull together the main points of a
speaker
QUESTIONQUESTION
Challenge speaker to think further, clarifying
both your and their understanding, however
suspend judgment
QUESTIONQUESTION
Challenge speaker to think further, clarifying
both your and their understanding, however
suspend judgment
How to improve your listening skills?
• Maintain eye contact with the instructor
• Focus on content than on the way that it is being said.
• Avoid selective listening
• Avoid distractions
• Ask questions to stay active and interested.
• Face the speaker
• Maintain eye contact
• Respond appropriately – say yes, nod, etc.
• Do not be preoccupied with your own thoughts.
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