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7/28/2019 The Art of Communication 105
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The Art of CommunicatingWell
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What is
communication
Transmission of an idea or feeling so
that the sender and receiver share the
same understanding
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Methods ofcommunication80% of working day involves communication
Used Taught/Addressed
Listening 45% Least
Speaking 30%
Reading 16% Most
Writing 9%
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Communicating effectively
Remember.
That communication is a one time process
BUT
Effective communication is a continuous
process
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Get attached to youraudience Avoid technical jargon, buzzwords and
acronyms
Smile comfortably and briefly when being
introduced Make communication clear and easy to
understand
Rephrase difficult concepts to make them
clearer Do not make long introduction to impress either
side
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Get attached to youraudience Avoid using phrases or expressions that are
difficult to translate
Avoid making judgments of people who are notfluent in English
Offer a firm handshake, lasting 3-5 seconds,upon greeting and leaving. Maintain good eyecontact during your handshake
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Communication andetiquette
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Introductions andmeetings Appointments should be made as far in
advance as possible
Introduction includes ones title if appropriate,Mr., Ms., Mrs., Dr., and the full name
A smile is a sign of friendliness.
It is customary to begin and end meetings with
a brief but firm handshake.
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Introductions andmeetings Politeness is highly valued during conversation.
Present all materials and ideas in a modest and polite
manner
Punctuality is very important and is seen as a gestureof respect
After receiving a business card, carefully place it intoyour card case or on the table if you are seated at one.
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Email Etiquette Always include a meaningful subject line
Use correct grammar and spelling
Avoid messages sent in anger
While replying include enough of the originalmessage to provide a context
Pay careful attention to where your reply isgoing to end up
Always use a signature if you can: Make sure itidentifies who you are and includes alternativemeans of contacting you.
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Email Etiquette Acknowledge all emails.
Dont expect an immediate answer
If you are sending in a question to which you
expect a response, make sure you includeenough information to make the responsepossible
Do not overuse the high priority option, Reply
to all, URGENT and IMPORTANT
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Telephone EtiquetteOutgoing Calls
Speak slowly and clearly. Do not chew gum,
eat or drink while you are talking Identify yourself and the purpose of your call
Smile while talking
Mentally picture the other person on the line Ask for permission before placing on hold
Listen actively and without interrupting
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Telephone EtiquetteIncoming Calls
Always identify yourself and the organization
Take notes. Be complete and accurate Highlight something positive about the call and
end with You have a good day
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Writing Skills Proofread aloud. By reading aloud, your ear
will catch mistakes your eye misses
Make no assumptions. The ideas you arepresenting must be explained in full to be
understood. People read only what is on the
page
Rough draft all important letters and reports
Be creative. Use tables, graphs etc.
Be kind to others eyes. Check font size,
colours etc.
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Non verbal communicationRemember that you are dealing with people
(P)ostures & Gestures
(E)ye Contact (O)rientation
(P)resentation
(L)ooks (E)xpressions of Emotions
90% of any verbal act involves non-verbal
action!
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Effective VerbalCommunication Listen more carefully and
responsively
Explain the kind of conversationyou want to have
Express yourself more clearly andcompletely
Translate complaint or criticisms intorequests
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Effective VerbalCommunication Be creative in asking questions
Ask more open ended questions
Express appreciation and gratefulness
Make every conversation a learning
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Thank You