 Office scenario

Exercise – 1 : Read me
 Communication is a series of
experience of
Hearing
Smell

Seeing
Touch
Taste
 Communication Skills

Communication skills is the ability to use language

(receptive) and express (expressive) information.

Effective communication skills are a critical element

in your career and personal lives.
Communication Process
Communication is the process of sending and receiving
information among people…

Feedback

receiver sender
Use of
channel to
transmit
SENDER the RECEIVER
message

Noise
Communication code scheme
Communication Goals
To change behavior

To get action

To ensure understanding

To persuade

To get and give

information
Means of communication ?
Most Common Ways to Communicate

Speaking

Writing

Visual
Image

Body
Language
Exercise – 2 : Body Communication

“Do what I say”

 Types of Communication

 On the basis of organization relationship

Formal
Informal
 On the basis of Flow
Vertical
Crosswise/Diagonal
Horizontal
 On the basis of Expression
Oral
Written
Gesture
Formal Channels of Information
Flow Managers Supervisors

Upward flow

Coworkers
Coworkers

Horizontal flow

Downward flow

Subordinates
Ch. 1, Slide 13
Which communication method is best
?
 Exercise – 3 :
Oral communication exercise
 Barriers to Communication

 Semantic Barriers
 Emotional Or Psychological Barriers
 Organizational Barriers
 Barriers in Superiors
 Semantic Barriers

 Symbols with different meaning

 Badly expressed message
 Faulty translation
 Unclarified assumption
 Specialist’s language
 Emotional Or Psychological Barriers

 Premature evolution
 Emotional state
 Bias for others
 Perceived biases of others
 Education
 Upbringing
 Life experience
 Organization Barriers

 Organizational policy
 Organization rules & regulation
 Status relation
 Complexity in organization
 Personal Barriers

 Barriers in Superior
Attitude of Superior
Fear of challenge of authority
Lack of time
Lack of awareness
 Barriers in Subordinates
Unwillingness to communicate
Lack of proper incentive
Cultural barriers
Communication Gap
 03 Components of Communication

 Verbal Messages - the words we choose

 Para-verbal Messages - how we say the words
 Nonverbal Messages - our body language

These Three Components Are Used To

 Send Clear, Concise Messages
 Receive and Correctly Understand Messages Sent
to Us
 Exercise – 4 :
Written communication exercise
 Sending messages

Effective Verbal Messages

 Are brief and organized
 Are free of jargon
 Do not create resistance in the listener
 Nonverbal Messages

Nonverbal messages are the primary way that we

communicate emotions

Facial Expression

Postures and Gestures

 Para verbal Messages

Para-verbal communication refers to the messages

that we transmit through the tone, pitch, and
pacing of our voices.
4 communication styles
 Receiving messages

Listening
 Requires concentration and energy

 Involves a psychological connection with the

speaker
 Includes a desire and willingness to try and see
things from another's perspective
 Requires that we suspend judgment and
evaluation
 Exercise – 6 :

Active listening
 Key Listening Skills

 Giving full physical attention to the speaker;

 Being aware of the speaker's nonverbal messages;
 Paying attention to the words and feelings that are
being expressed
 Paraphrase – to confirm your understanding.
 Repeat - the message to help you remember
 Probe - for missing information.
 Clarify
 Active
Passive
Selective LISTENING
Reflective SKILLS
Empathetic
 Look at who
Pay attention
is talking

Ask
Do not talk
questions

Visualise
Follow
what is being
directions
said

ACTIVE LISTENING
INACTIVE LISTENING
SELECTIVE LISTENING
REFLECTIVE LISTENING
EMPATHETIC LISTENING
 • Eye to Eye contact
• Ask subject related questions
• Don’t interrupt
• Go dipper and dipper related to
subject
• Emotional connect

5 STEP LISTENING
SKILLS
 Exercise – 5 :
Body language communication
exercise

Speak-listen-don’t listen
 Listening Bad Habits

Be honest with yourself!

 Interrupt often or try to finish the other person’s
sentences.
 I jump to conclusions.

 I am often overly parental and answer with advice,

even when not requested.
 I make up my mind before I have all the information.

 I am a compulsive note taker.

 I don’t give any response afterward, even if I say I will.

 I am impatient.
 Listening Bad Habits….

 I lose my temper when hearing things I don’t

agree with.
 I try to change the subject to something that
relates to my own experiences.
 I think more about my reply while the other
person is speaking than what he or she is
saying
What makes a good communicator?

Clarity Adequacy

Integrity Timing
How do you develop your communication skills? Explore
the related skills
 Exercise – 7
Eye communication exercise

Roam-short EC-longer EC
 Tips to good communication skills

 Maintain eye contact with the audience

 Body awareness
 Convey one's thoughts Gestures and expressions
 Practice effective communication skills
 Effective Communication . . .

 It is two way
 It involves active listening
 It reflects the accountability of speaker and listener
 It utilizes feedback
 It is free of stress
 It is clear.
 07 communication mistakes to be avoided

 Saying ‘yes’ when you want to say ‘NO’

 Learn to Respond to a situation, don’t react
impulsively
 Never cross the limit of anybody's privacy at work
 Never rush to hit the send button on emails without a
complete check
 Don’t deliver good or bed news on email
 Never delay to have that difficult conversation
 Don’t assume people have understood you
 E-mail etiquettes

- Respond swiftly – 24 hrs

- To, CC and BCC
- Reply and reply to all
- Seniority in address
- Subject line
- Salutation, spell names correctly, Use of first name
- Check spelling of other words
- While forwarding mails, write message too.
- Use the right tone in email
- Proofread – basic grammar, punctuation,
capitalization
- Paragraph
- Don’t use all CAPS (shouting & rude), all small case
(laziness, lack of education)
 E-mail etiquettes….

- Humor in mail
- Acknowledge other’s mail on time
- Informal language (SMS language)
- Fancy or patterned background, multiple font
colors
- Emoticons, jargons, slang
- Professional ID with personal contacts and
confidential information
- Don’t react on mail
- Save imp mail for future use
- Size of attachment