Communication Skills

Defining Communication
Communication
The process of exchanging information,
ideas, and feelings.
Good communication is essential to
developing interpersonal relations and
conducting successful business activities.
Six Primary Elements of
Communication
Senders & Receivers
Messages
Channels
Feedback
Blocks
Setting
Senders & Receivers
Every message must be sent, received, and
understood.
Both verbal & nonverbal means are used to send
& receive messages.
Verbal-speaking & writing
Nonverbal-using facial expressions and body
language, gestures, movements, & mannerisms
that communicate your thoughts.
You are often the sender & receiver at the same
time.
You may receive a message by listening but you may be
sending a message at the same time by your facial
expressions and reactions.
Messages
The substance of any form of
communication is the message.
A message is the information, ideas, or
feelings, the sender wants to share.
Every word has a verbal symbol with a
meaning that can be understood by others
who know the same language.
Avoid using slang & high technical words.
This will increase the chances that your
message will be understood.
Channels
The avenues by which the message is
delivered.
When face-to-face, the channels are sound
& sight.
Over the telephone the channel is sound.
The written word is also a channel. This
can be in the form of e-mail, letters, text
messages, reports, notes, etc.
Feedback
The receiver’s response to the message.
When you ask questions, you are wanting
to receive feedback.
Feedback allows the message to be
clarified and assures that both people
understand the message.
The greatest opportunity for feedback is in
a face to face conversation. Otherwise it is
hard to see someone’s facial expressions
and body language.
Blocks

Interfere with understanding the

message. The three types of blocks
that we will be discussing are:
Distractions
Emotional Blocks
Planning a Response
Setting
Where communication takes place.
Outdoor settings are hard to control.
Indoor settings may vary from a large to small
space. But you can control the décor and
atmosphere.
Make sure to have a large enough space for all
who will attend, arrange chairs so that everyone
may hear the speaker, have good lighting, have
the appropriate working equipment, also have
snacks, drinks, and coffee.
For a one on one setting it may be best to choose
a smaller room. You may also be more
comfortable in your own work space than
someone else’s.
If you want to make someone feel comfortable in a
conversation, go to their workplace.
Listening
There is a big difference between listening
& hearing!!!
There are nine important listening skills
that you should try to obtain in order to be
a great listener.
First, identify the purpose. Always know
the purpose of a meeting before a speaker
begins to talk. If not then you have to
spend time trying to identify the purpose of
the message and you will be distracted.
The sooner you know the purpose, the
easier it will be to understand the whole
message.
Listening
Looking for a plan is the second skill in
listening.
When listening to a speech, try to identify a
plan of presentation. This makes it easier
for you to see how the parts of the
message fit together.
When you know the plan you can often
anticipate what the speaker will say next.
You will also be able to sort out the
relevant and irrelevant information.
In face to face general conversations,
speech is not usually planned out and it is
not necessary to know the plan of the
speech.
Listening
Giving feedback is the third listening skill to
remember.
Giving feedback shows understanding.
Without interrupting you can give non
verbal feedback by nodding, looking
puzzled, smiling, or frowning.
When the speaker is finished, summarize
the conversation in your mind. Ask the
speaker for clarification if you think you do
not understand.
Listening

Searching for interest is the fourth

listening skill.
If you want to succeed at your job,
show interest in anything that will
improve your performance.
Even if you attend uninteresting
meetings, listen for things that might
interest you or help you in your job.
Listening
Evaluating the message is the fifth way to have
good listening skills.
There are times to listen and be caring and there
are times to make judgments. Be able to
distinguish between the two.
Sometime it is inappropriate to make judgments,
but other times it can make you a better listener
because your mind becomes more actively
involved in the listening process.
Always keep an open mind to messages.
Also try to distinguish between fact & fiction when
listening. Try to decide if the points given are
relevant to the message.
Listening
Listening for more than verbal content is
important.
The manner in which a speech is given
affects the meaning of the message.
Pay attention to speech, pitch, volume, &
voice quality.
Experts say that 40% of the meaning of
oral communication is due to vocal cues,
not the actual words spoken but the way
they are said.
Listening
Listening for a conclusion
You may need to take action based on the
conclusion. Summarize the main points then
draw your own conclusion. Don’t jump to a
conclusion until the speaker is finished.
Taking notes
Always take notes on the main points
presented in a meeting. It shows you are
concerned and that you care. Notes are also
good to refer to at a later date.
Following directions
Be sure you understand each step. Give
feedback so that the person giving the
directions knows that you understand.
Blocks to Listening
Distractions
Noise, Environmental Factors, interruptions,
and competing thoughts in your mind.
Emotional Blocks
Biases against the opinions expressed by the
sender that prevents you from understanding.
Planning a Response
You are thinking about how you will respond to
what the person is saying rather than listening
to what they have to say.
Reading
A process of trying to understand a
message.
Know what you are reading and its purpose
before you begin.
Make sure to read AND understand what
you read.
Focus your mind, form pictures, and
improve your vocabulary.
Sometime you may come across jargon or
technical, specialized vocabulary used by
members of a profession or industry.
Review
What are the six primary elements of
communication?
What is the difference between verbal &
nonverbal communication?
When is the best opportunity for feedback?
Name three listening blocks.
Describe a great setting to have for a
speaker for a large group of people.
List the skills for listening.