Communication Skills Master

Effective

Communications Skills

communication basics

what is communication?

SENDER RECEIVER

Feedback

Communication is the process of sending and receiving information among people…

process of communication

SENDER ENCODING MESSAGE DECODING

RECEIVER FEEDBACK

Ideas Info Intentions and Purpose

Necessity of using words, symbols or

forms in a precise manner_{Its final shape and form depends on the} channel selected and the speed

Interpreting message in terms of background experience and

expectation

Understood and acted in the light of it

why do we

communicate?

communication goals

To get and give Information To change behavio r To get action To ensure understanding To persuade

why do we

communicate?

We communicate to:

• Share our ideas and opinions • Provide feedback to others

• Get information from others • Gain power and influence

• Develop social relationships

• Maintain self-expression and our culture

why is communication

important?

• Inspires confidence

• Builds respect in business and social life

• Helps make friends

• Develops a distinct personality • Reveals your ability to others

how do we

communicate?

• Think of the many ways in which you communicate…

channels of

communication

Vocal Non-vocal

Verbal Spoken Words Written Words Non-verbal Sigh Facial

Expression

Grunt Posture Gesture Inflection Spatial

how we communicate

We communicate and build interpersonal relationships through: • Speech • Writing • Listening • Non-verbal language • Music, art, and crafts

essentials of good

communication

• Knowledge: Spontaneity in conversation,

Level of conversation

• Organising your thoughts • Participating in discussions

• Body Language: Show v Tell

areas of human communication

• Intrapersonal – to think, reason, analyze, reflect. • Interpersonal – to discover, relate, influence,

play, help.

• Small Group – share information, generate ideas, solve problems, help.

• Organizational – increase productivity, raise morale, inform, persuade.

barriers to

communication

barriers to

communication

• What are barriers to

communication that exist in any work setting?

barriers to

communication

•Initiation of Message

•Different personalities of sender and receiver •Different perceptions of sender and receiver •Receiver evaluates credibility of sender

•Words have different meaning

•Receiver hears what he wants to hear •Code not understood

•Noise

barriers to

communication

• Some common barriers to

interpersonal communication include:

• Unclear process: The receiver and sender may not share the same

language, slang, jargon, vocabulary and symbols

• Chain of command: There may be too many layers that a message

passes through between sender and receiver

barriers to

communication

• Large size of an organization,

geographic distance: Large numbers of receivers require good message sending methods

• Personal limitations: Physical and mental disabilities, and differences in intelligence and education may interfere with mutual understanding

barriers to

communication

• Additional common barriers to interpersonal communication include:

• Human nature: Peoples’ egos,

prejudices, and traditions can get in the way

barriers to

communication

• Conflicting feelings, goals,

opinions: If people feel on opposite sides of an issue they may not

share

• Power: The idea that knowledge is power can lead to information

empathetic listening

the power of listening

The philosopher Epictetus stressed the power of listening in this

quote:

“Nature gave us one tongue and

two ears so we could hear twice as much as we speak.”

the human truths

• We need to be understood • We want to belong

• We long to feel special

• We crave more control over our lives • We dream of reaching our potential

four factors of

understanding

power of understanding

“Seek to understand first, then to be understood” - Steven R. Covey

empathy

What the difference between

empathy

• Always put yourself in the other person’s shoes

• This simply means that you need to look at every aspect of your

conversation from the other person’s point of view.

percentage of

communication

listening and speaking are

used a lot…

Writing Reading Speaking Listening 9%

16%

30%

… but not taught enough

Writing Reading Speaking Listening 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 9% 16% 30% 45% Am oun t tau_ght

listen actively

• Prepare to listen by focusing on the speaker

• Control and eliminate

distractions so that you can

focus on the message. Don’t do anything else (writing, reading, email) but listen

listen actively

• Establish appropriate eye contact to show interest

• See listening as an opportunity to get information, share another’s views,

listen actively

• Create a need to listen by thinking about what you can learn from the speaker

• Set aside the time to listen so that you won’t feel rushed or become distracted by other responsibilities

listen actively

• Don’t prejudge the message based on who is delivering it. Focus instead on the content of the message.

• Monitor the way you listen by asking yourself questions such as “Did I

really pay attention or was I thinking about what I was going to say next”? “Was there information I missed

because I allowed myself to become distracted”?

listen actively

LISTEN

=

giving & receiving

feedback

giving & receiving feedback

• Why is it necessary to give

give feedback when…

• Someone asks for your opinion • Work errors occur frequently

• A coworker’s habits disturb you

• A coworker’s behavior has negative consequences

what is constructive

feedback?

Constructive feedback focuses on:

• Facts NOT people

• Solving problems instead of placing blame

• Strengthening relationships instead of “being right”

obstacles to giving constructive feedback 1/3

• What makes it hard to give constructive feedback?

obstacles to giving constructive

feedback 2/3

• Separating the person from the problem

• Others becoming defensive or angry • Fear of negative consequences

(especially if the other person is a supervisor)

• Dealing with potential conflict

(especially if the other person is aggressive)

obstacles to giving constructive

feedback 3/3

• Avoiding hurt feelings

• Preserving relationships

• Not having all the facts and jumping to conclusions

• Choosing the right time so that the other person is most receptive

STATE feedback – a model

• State the constructive purpose of your feedback

• Tell specifically what you have observed

• Address and describe your reactions • Tender specific suggestions for

improvement

• Express your support and respect for the person

STATE feedback – an example 1/5

State the constructive purpose

of your feedback:

“I’d like to give you some feedback

about your training style so that your evaluations will be more positive and you will enjoy it more”.

STATE feedback – an example 2/5

Tell specifically what you have observed:

“I notice that you rely heavily on your notes”.

STATE feedback – an example 3/5

Address and describe your reactions:

“I feel as though you are unsure of yourself when you read”.

STATE feedback – an example 4/5

Tender specific suggestions for improvement:

“I can help you develop a PowerPoint presentation so that you can use the screens as a cue instead of being tied to your notes”.

STATE feedback – an example 5/5

Express your support for the person:

“You know a lot about the subject. With practice you can become a good

nonverbal

communication

nonverbal

communication

Nonverbal communication, known as “body language” sends strong

positive and negative signals. This is how much it influences any message:

•Words •Tone of voice •Non-verbal cues •Message 100% 7% 38% 55% 100 %

body language

includes…

body language - face

Face includes:

•Your expressions

•Your smile or lack thereof

• Tilt of the head; e.g., if your head is tilted to one side, it usually indicates you are interested in what someone is saying

What message are you sending if someone is presenting a new idea and you are frowning?

body language - figure

Figure includes:

• Your posture

• Your demeanor and gestures

• Your clothes and accessories such as jewelry

What message are you sending if you are dressed casually at an important meeting?

body language - focus

Focus is your eye contact with others

The perception of eye contact differs by culture. For most people…

• Staring makes other people uncomfortable

• Lack of eye contact can make you appear weak or not trustworthy

• Glasses may interfere or enhance eye contact

What message are you sending if you are looking at other things and people in a room when someone is

body language - territory

Territory focuses on how you use

space. It is also called proxemics.

• The perception of territory differs by culture. Most people are comfortable with an individual space that is about an arm’s length in diameter

What message are you sending if you keep moving closer to a person who is backing away from you?

body language - tone

Tone is a factor of your voice.

•Pitch is the highness or lowness of voice

•Volume is how loud your voice is •Emphasis is your inflection

What message are you sending if during a

body language - time

Time focuses on how you use time. It

is also called chronemics.

•Pace is how quickly you speak

•Response is how quickly you move •Punctuality is your timeliness

What message are you sending if you are consistently late for meetings?

conversation

guidelines

5 Cs of conversation

conversation guidelines

1/7

Before going into the

conversation, ask yourself some questions:

• What is your purpose for having the conversation?

• What do you hope to accomplish? • What would be an ideal outcome? • Watch for hidden purposes.

conversation guidelines

2/7

• Take the pressure off yourself. Keep in mind that you don’t need to

impress or even to entertain during a conversation.

• You just need to show your genuine interest in others.  

• Make the other person feel important.

conversation guidelines

3/7

• Smile! Sometimes, we make

conversation harder than it needs to be. All you need to do to get started, is offer a sincere smile and a

willingness to listen.

• Instead of waiting for someone to say hello and invite you into a

conversation guidelines

4/7

• Offer a sincere compliment to someone.  

• Comment on something they are wearing and then ask a related

question. Or say simply, what do you like to do? just for fun? People love to talk about their hobbies.

conversation guidelines

5/7

• Actively listen

• Be prepared for awkward pauses

• It’s okay to admit you’re feeling shy • The biggest key is to relax. When you

feel comfortable, so will those with whom you are speaking

conversation guidelines

6/7

• Questions are the key.

• Questions are excellent for making the conversation continue.

• Some excellent questions for keeping the

conversation afloat are: Who? What? Where? Why? When? How? Really? Is it? Do you

like…?

conversation guidelines

7/7

• Talk about the other person

• Be interested but don’t be nosy • Don’t pretend

• Don’t criticize • Be lively

telephone courtesy

quotes

• "There are four ways, and only four ways, in which we have contact with the world. We are evaluated and classified by these four contacts: what we do, how we look, what we say, and how we say it.“ - Dale Carnegie (1888-1955) American Educator • “Your voice is your personality over the

telephone” – Jishu Tarafder,

evaluate your telephone

voice

Your voice makes an immediate impression that can portray you as:

• Friendly or Distant • Confident or Timid

• Spontaneous or Mechanical • Relaxed or Nervous

telephone courtesy

Always smile:

• when you speak to someone on the phone - unless it is inappropriate.

• This might sound odd - but practice and listen to the difference in the

telephone courtesy

Pitch your voice lower:

• Phones are like tape recorders –they make your voice sound higher

pitched

• Speak slightly slower than normal and pronounce your words clearly.

telephone courtesy

Be well prepared:

• Practice by phoning someone you know – who will give you honest feedback.

• If necessary have a pre-arranged script.

telephone courtesy

Listen:

• Carefully to what the other person is saying

telephone courtesy

Take Notes:

• To ask questions after the other person has finished speaking

telephone courtesy

Location:

• Make sure you are somewhere quiet and where you will not be

telephone courtesy

Don’t eat. Don’t smoke:

• you can hear it on the phone.

• If you need a drink then let the other person know that – otherwise they

will be surprised by suddenly hearing gulping noises!

email etiquette

the subject

• Be sure to have a short SUBJECT: that indicates clearly what the topic of the e-mail is.

• Never be misleading in this regard! • Typos, all caps or all small case can

lend to the impression you may be a spammer.

level of formality

• Never assume a position of

informality in your business e-mail. • Only time and relationship building

efforts can guide when you can informalize your business

relationships and therefore your e-mail tone.

addressing

• How do you address your new contacts? • I would suggest initially that you assume

the highest level of courtesy: Hello, Mr. Chowdhury, Dear Ms. Khan, Dr. Quazi, etc. Until your new contact states,

“Mahmud" or "you can call me Shamima". • Keep it formal until it is clear the

formatting

• Refrain from using unnecessary formatting in your business communications.

• The more formatting or embedded images that you include, the higher the chance that your e-mail could be blocked as spam.

• Keep in mind the recipient may not have their e-mail program configured in such a

way as to display your formatting the way it appears on your system - if at all.

attachments

• Never assume your recipient have the software you do to open any file you may arbitrarily send.  

• If you need to send a file over size, business courtesy dictates you to take permission from the receiver.

• Use older version of software for greater number of audience.

attachments

•Confirm whether they have the same software and version that you have.

•Make sure the best time of day to sent it to them to ensure they are available to download the file.

•Never send large attachments without warning

forwarding emails

• Don’t forward inappropriate email from work and always consider that others may not have the same sense of humor you do.

• make sure the people in your email address book want to receive this information.

Using Previous e-mail for New

Correspondence

• Only use to reply

• Always start a new e-mail and add your contacts to your address book so you can add them to a new e-mail with one click. • Down edit your replies

• Don't just hit reply and start typing

• Remove parts of the previous e-mail that no longer apply to your response including e-mail headers and signature files.

email tips

• Thoroughly read emails requesting information and send all of the

information the first time. • Always use spell check.

• First email your response to your own email address so that you take the

time to re-read it before sending to the intended recipient.

steps of writing

process

steps to the writing process

• Prewriting • Drafting

• Editing

prewriting 1/8

Prewriting, the first step in the writing process, is a

decision-making step that helps you:

• Decide if your document is appropriate to write.

• Determine what to include.

• Avoid common initial writing errors.  • Avoid writer's block.

prewriting 2/8

prewriting questions

• The prewriting process includes answering these and related

prewriting 3/8

What do I want to accomplish?

• What are my primary objectives?

• What do I want my readers to do or not do, and by when?

• How important is my reader's action or inaction? 

• How much effort and cost are

prewriting 4/8

Who is going to read the document?

• Who are my intended readers? 

• Who are other potential readers— now and in the future?

prewriting 5/8

What content, ideas, or data are needed in the document?

• What do my readers already know? • What do my readers want to know? • What specific content, ideas, and/or

data do I include or exclude?

• What format (memo, letter, report & phone) do I use to distribute the

prewriting 6/8

How can I best organize my points into a coherent argument?

• What organizational plan (e.g., problem-solution) will link my ideas/data?

• Should I use several organizational plans

(e.g., time sequences, geographic locations, problem/solutions) to organize ideas within and across sections?

• Can I improve my transitions and improve the strength of my argument?

prewriting 7/8

Do my layout and design make this document clear?

• Are my design elements (heads, subheads,

bullets, margins, bolding, fonts, graphics, etc.) making my logic and structure both logically and visually clear?

• Am I using design elements consistently, thus reducing the need for revisions—especially for group projects?

• Am I using figures, tables, charts, and/or graphics to advance my arguments and reduce text?

prewriting 8/8

• Prewriting is a decision-making step. • Prewriting leads to success because it

makes you think before you start writing. • Thinking before writing and knowing your

goal eliminates rewriting and wasted effort.

• Prewriting helps you determine the type of document you need to create

drafting 1/4

• Drafting is a straightforward step if you have completed the prewriting process.

• What points should you consider

when you start to draft a document? First, review the four basic questions associated with the prewriting step:

drafting 2/4

• What do you want the document to accomplish?

• Who is going to read the document? • How can you effectively organize or

link your points into a coherent argument? 

• What layout and design standards will make it a successful

drafting 3/4

• After you've answered these questions, your drafting process steps are as follows:

• Complete any needed research or data gathering.

• Expand your notes and identify your key points.

• Double-check your notes for other key points.  • Choose an organizational plan or plans to link

your ideas, such as moving from problem to solution or writing chronologically.

drafting 4/4

• Improve the impact of your writing: • Use your readers' viewpoints and

address their concerns.

• State your key point, action, or

editing 1/10

Step 1— Editing the Logic and Structure

•  Tell your readers what you're going to tell them.

• Tell it to them. 

editing 2/10

• Here's a parallel approach in writing: • Use an introduction—either a

sentence, a full introduction, a table of contents, or an executive summary.

• Make your points concisely, and use heads, subheads, and graphics to

emphasize them.

editing 3/10

You can also improve the logic,

structure and organization of your documents by asking yourself the following key questions:

• Can your reader immediately identify you, your position, and your company?

• Is the action you want the reader to take clear in your first or last paragraph?

editing 4/10

• Is the action you are going to take clear in your first or last paragraph? • Are your recommendations clear,

supported, and in your first or last paragraph?

• Are your organizational plan and content easy to understand?

editing 5/10

• Would a different organizational plan

make your content easier to understand? • Can readers skim the document (does it

have good heads, subheads, transitions, etc.)?

• Are your assumptions justified and supported? 

• Is the content factual, correct, and persuasive?

editing 6/10

Step 2— Editing Layout and Design

• How do you choose your layout and design elements?

• Use a style sheet. Style sheets allow you to establish and use consistent formats for paragraphs, heads,

subheads, fonts, italic, bold, and so forth.

editing 7/10

Look at your finished document in terms of layout and design:

• If I received this document, would I read it or toss it aside for later?

• Would I be more likely to read the document if key points and

organization were easier to see visually?

editing 8/10

• Can I make the linkages among ideas visually clearer by changing heads

and subheads or using figures or tables?

• Is the document visually pleasing? Is it in an appropriate business format?

editing 9/10

• Did I use clear laser typeface(s) or

font(s)? Does it fit together as whole (font, margins, heads, etc.)?

• Would adding color emphasize my

key points better or be a distraction?  • Does my document look like others

editing 10/10

Step 3— Editing for Grammar

• Check for grammar errors by reading aloud.

• Be cautious when using grammar checkers.

post-writing 1/2

Among the post-writing questions you should ask yourself are the

following:

• Have I met the reader's requirements or does she need more information? • Am I writing statements that I'll later

post-writing 2/2

• Did I proofread my document? Should a colleague proof it? Is it worth

proofreading twice?

• Did I spell check and grammar check? • Have I arranged for reproduction,

distribution, and storage? 

• Do I need clearance to send or distribute the document?

the vital few of

communication

SHARE

SHARE model for giving good information

are:

• State the main point of your message • Highlight other important points

• Assure the receiver’s understanding • React to how the receiver responds

FOCUS

FOCUS model for getting good

information are:

• Focus the discussion on the specific information you need

• Open-end question to expand the discussion

• Close-end question to get specifics

• Use active listening skills to understand what you are hearing

STATE

STATE model for constructive feedback

are:

• State the constructive purpose of your feedback

• Tell specifically what you have observed • Address and describe your reactions

• Tender specific suggestions for improvement

3F & 3T

Six aspects of non-verbal

communication:

• Face – expressions, smile, tilt of head • Figure – posture, demeanor,

gestures, dress

• Focus – eye contact

• Territory – use of space

• Tone – voice pitch, volume, emphasis • Time – the use time

the vital few

Any Questions?

Thank You!

See you