effective communication IMPORTANCE..pptx

EFFECTIVE COMMUNICATION

1. Effective Communication Skills By : Javeria Azmat HoD Learning And Development

2. Objectives Define and understand communication Process of Communication Overcome barriers in a communication process Practice active listening Tools for Effective Communication

3. What is Communication ? Communication is the art of transmitting information, ideas and attitudes from one person to another. It is a process of meaningful interaction among human beings. Today, it is more then “Talk the Talk” you have to “Walk the Talk” How to ensure you are not interrupted How to create trust and rapport How to deal with rude and aggressive people in a manner that is professional How to trigger positive responses in others

4. What are the most common ways we communicate? Spoken Word Written Word Visual Images Body Language

5. The Communication Process SENDER (encodes) RECEIVER (decodes) Barrier Barrier Medium Feedback/Response

6. Types of Communication People communicate with each other in a variety of ways depending upon the message and the purpose. There are two types of communication used: Verbal Nonverbal Oral – spoken words Face-to-face Telephone Internet Written – signs or symbols Emails Letters Reports, memos Sending or receiving messages without words Gestures Body language Posture Expressions Tone of voice

7. Barriers to Communication Physical Perception Emotional Cultural Language Gender, Age Interpersonal

8. TOOLS OF COMMUNICATION

9. Hearing vs. Listening Hearing – Physical process, natural, passive Listening – Physical as well as mental process, active, learned process, a skill Listening is hard. You must choose to participate in the process of listening.

10. Listening What is listening? Listening is the absorption of the meanings of words and sentences by the brain. Listening leads to understanding ideas or facts being presented. Stages of listening Hearing Focusing on the message not the person Comprehending and interpreting Analyzing and evaluating Responding Remembering Techniques of active listening Paraphrase – restate what was said in your own words Summarize – pull together the main points of the speaker Question –Make the speaker to think further or clarify your understanding

11. Value of Listening Listening to others is important in building respect for one another. Good listening reflects courtesy and good manners. Listening carefully to the instructions of superiors improve competence and performance. The result of poor listening skill could be disastrous in business, employment and social relations. Good listening skill can improve social relations and conversation. Listening is a positive activity rather than a passive or negative activity.

12. What is body language? Five Types of Body Language Posture and Stance Facial Expressions Eye Contact Gestures Personal Space Body language : The gestures, poses, movements, and expressions that a person uses to communicate. 7% Verbal (conveyed through words) 38% Vocal (pitch, pauses, tone) 55% Non Verbal (body gestures)

13. Importance of Eye Contact No or limited eye contact – shows lack of interest, insincere Starring or intense eye contact – threatening or insulting Withdrawing eye contact – signals submission Stare or fixed gaze – suggests involvement Raised look – shows dominance Direct eye contact – honesty, transparency or neutral

14. Gestures – Good or Bad Finger crossing – hopeful Shoulder shrug – unconcerned or don’t know Puffed chest – pride or power Thumbs up – good luck, good job Rubbing hands together – stress, anxiety Hair twirling – stressed, daydreaming Hands clenched together – confident Hands on hips – aggressive, authoritative Chin stroking – making a decision Clenched teeth – angry, upset, lying Chin on hand – boredom Finger on chin/lip - uncertain

15. Posture Nonverbal Behavior Interpretation Brisk or erect walk Confidence Standing with hands on hips Readiness, aggression Sitting with legs crossed, foot kicking slightly Boredom Sitting with legs apart Open, relaxed Arms crossed on chest Defensiveness Sagging shoulders Depression, sadness Sideway lean Relaxed, friendly Touching or rubbing nose slightly Rejection, doubt, lying Rubbing the eye Doubt, disbelief Hands clasped behind back Anger, frustration, apprehension Locked ankles Apprehension Head resting in hand, eyes downcast Boredom Rubbing hands Anticipation

16. Importance of Space Personal Close – 1 ½ - 2 ½ feet Far – 2 ½ - 4 ½ feet Social Close – 4 – 7 feet Far – 7-12 feet Public Close – 12-25 feet Far – 25 feet ore more Have you ever heard someone say “you are in my space”? This is usually an indication that you are within a distance that is making the person feel uncomfortable. This can create discomfort, aggression and retaliation.

17. Always think ahead about what you are going to say. Use simple words and phrases that are understood by everyone. Speak clearly and audibly. In case of an interruption, always do a little recap of what has been already said. Always pay undivided attention to the speaker while listening. While listening, always make notes of important points. Always ask for clarification if you have failed to grasp the other person’s point of view. Repeat what the speaker has said to check whether you have understood accurately. Essentials of Communication ~ Do

18. Essentials of Communication ~ Don’ts Do not instantly react and say something out of anger. Do not use technical terms or acronyms that are not understood by the individuals you are speaking to. Do not speak too fast or too slow. Do not speak in an environment that is noisy and you won’t be heard. Do not assume that everyone understands you. While listening do not glance here and there as it might distract the speaker. Do not interrupt the speaker. Do not jump to the conclusion that you have understood every thing.

19. How to Improve Communication? Improve Language Improve Pronunciation Work on voice volume Be aware of body language Read more Listen more Think and speak Do not speak too fast or too slow Use simple vocabulary Look presentable and confident

20. Conclusion Give people the impression that you are enthusiastic about talking to them. Ask open-ended questions about their interests. Adapt to their body language and feelings. Be mindful of the space. Show approval: Engage in the conversation. Listen attentively to everything they say. Give them the right amount of eye contact. Express your thoughts in a positive tone that is clear and concise.