Vous êtes sur la page 1sur 16

EFFECTIVE COMMUNICATION

SKILLS

Presented By:
Jaspinder Kaur
MBA
Objectives

• Definition of Communication &


Communication process

• Overcome barriers in an Effective


communication

• Verbal & Non-Verbal communication


What is Communication ?

Communication is the art of


transmitting
information, Ideas and attitude
from one
person to another. Its also a
process of
meaningful interaction among
Communication Process
Medium

Barrier
SENDER RECEIVER
(encodes) Barrier (decodes)

Feedback/Response
Channels Of Communication

Horizontal

•• Mgnt •• Task •• Employee


Employee feedback
feedback
Mgnt Direction
Direction Coordination
Task Coordination
•• Job •• Info •• Progress
Progress Report
Report
Job Plans
Plans Sharing
Info Sharing
•• Policies •• Problem •• Customer
Customer Interaction
Interaction
Policies Problem Solving
Solving
Reports
•• Company
Company Goal
Goal •• Conflict Mgnt Reports
Conflict Mgnt
•• Suggestions
Suggestions
Downwards Upwards
HIERARCHY

M anager
Executive Director

Vice President

A.G.M.
S u p e r v is o r 1 S u p e r vi s o r 2 S u p e r vis o r 3
Manager

Supervisor

Forman

Horizontal Comm.
Essence of Effective Comm.:
• Interpersonal Skills
• Influential Behavior
• Powerful Thought Process
• Logical Flow of Ideas
• Emotions -Aggressive, Assertive & Passive
• Vocabulary
• Verbal & Non – Verbal Notions
Modes Of Communication

a ges
r d s a l I m
n W o V i s u
p o ke
S

Bod
y La
Written Words n gu
ag e
Effective Comm.
Barriers
• Static In Medium

• Pre - Convinced Notions


/Assumptions

• Emotions

• Language Gap

• Inefficient listening skills

• Distractions / Background Noise


Listening Vs. Hearing

Hearing – Effortless process,


natural & passive

Listening – Strenuous ,active,


& is a skill

Listening is hard.
You must choose to participate in the process of
listening.
A Classic Case of
Miscommunication

In Center Harbor, Maine, local legend recalls the day when


Walter Cronkite steered his boat into port. The avid sailor was
amused to see in the distance a small crowd on shore waving
their arms to greet him. He could barely make out their
excited shouts: “Hello Walter, Hello Walter!”
Contd….

As his boat came closer, the crowd grew larger, still


yelling. Pleased at the reception, Cronkite tipped his
white captain's hat, waved back, even took a bow.
But before reaching dockside, Cronkite's boat
abruptly jammed aground. The crowd stood silent.
The veteran news anchor suddenly realized what
they'd been shouting: “Low water, low water!”
VALUES OF LISTENING

 Listening to others is an elegant art.


 Good listening reflects courtesy and good manners.
 Improves competence and performance.
 If missing, can lead to disastrous in business &
employment.
 Eliminates a number of imaginary grievances of
employees.
 Improves Social & interpersonal skills
ESSENTIALS OF
COMMUNICATION
Do’s Don'ts

Abrupt Reactions

• Think before you speak


Usage Jargons

• Use simple words Pre- assumption of ‘to be


• understood’

• Subject Knowledge •
Interruptions.

Do not jump to the conclusion

• Audibility & Voice/Speech Clarity •

Over Emphasis /Body Lang


• Attention Required
Body Language - Tips

• Maintain appropriate distance.

• Avoid over waving of hands.

• Appearance should be decent

• Be aware - People may miss guide you

• Eye contact

• Smile genuinely