Effective Communication Skills

1. Effective Communication Skills

2. Objectives • Define and understand communication and the communication process • List and overcome the filters/barriers in a communication process • Practice active listening • Tips to improve verbal and non verbal communication

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

4. What is Communication? Communication is the transmission of an idea or feeling so that the sender and receiver share the same understanding. Communication is not a mysterious process.It takes place when the ideas from your mind are transferred to another’s and arrive intact, complete, and coherent.

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

6. Types of Communication(One-way)

7. Types of Communication(Two-way)

8. Types of Communication(One to Many)

9. Components of Communication Verbal Communication Non-verbal communication Vocal communication

10. Features of Effective Communication • Active Listening • Eye contact • Posture • Simple language • Questioning skills

11. Benefits of effective communication • Quicker problem solving • Better decision making • Steady work flow • Strong business relations • Better professional image

12. Barriers to communication Cultural differences Noise Poor listening skills Inappropriate medium Assumptions/Misconceptions Use of jargon Emotions Distractions Language differences

13. 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.

14. Steps in the listening process You first respond emotionally, then intellectually. Then you decide how to respond. Your knowledge, attitudes, values, beliefs and self-concept influences your perception. Responding Your reaction to the message. It can be emotional and intellectual. Your own needs, interests, attitudes, and knowledge affects your choice to pay attention. Understanding Deciding what the message means to you. Not everyone hears the same way. Men actually prefer certain frequencies. Choosing The act of choosing to focus attention on the message. Hearing The reception of sound. Definition of listening: It is a physical and psychological process that involves choosing to listen, understanding, and respondingto symbolic messages from others.

15. BLOCKS TO LISTENING rehearsing being right mind reading judging comparing derailing identifying filtering sparring placating dreaming

16. Comparing constantly comparing yourself to the other person, checking to see if you measure up in terms of intelligence, wit, emotional stability, competence, or even level of suffering or children's achievements. • Mind Reading what you think someone "really means" (based primarily on your own feelings, assumptions, or hunches) than to what he or she is actually saying. • Rehearsing planning your response to what someone is saying to you while the other person is still speaking. • Filtering tuning out certain topics or you may hear only certain things and tune everything else out,any possible hint of unhappiness, no matter what he actually says.

17. Judging if you decide ahead of time that the other person is not worth hearing (because he or she is "stupid," "crazy,"'"hypocritical," or " immature"), and that you will therefore listen only in order to confirm your opinion. • Dreaming you pay only a fraction of your attention to the person talking; inside, your thoughts are wandering elsewhere. • identifying whatever you hear from the other person triggers memories of your own similar experiences, and you can't wait to.jump into your own story. • Advising Jumping in with advice when the other person has barely stopped talking (or before)

18. Sparring If you listen only long enough to find something to disagree with, and then assert your position-—regardless of what the other person says. • Being Right If you want to prove that you're right or to avoid the suggestion that you're wrong— including lying, shouting, twisting the facts, changing the subject, making excuses, and accusing • Derailing changing the subject or make a joke whenever you become bored or uncomfortable with the conversation. • Placating being so concerned with being nice, agreeable, or liked that without really listening you agree with everything being said.

19. Active Listening The process of recognizing, understanding, and accurately interpreting communicated messages and responding to spoken and/or nonverbal messages.

20. Tips to become a better listener • Don’t talk – listen. • Don’t jump to conclusions. • Listen between the lines. • Ask questions/paraphrase. • Don’t get distracted by the environment. • Keep an open mind. • Be willing to listen to someone else’s point of view and ideas. • Provide feedback. • Take advantage of your brain power.

21. Improving Verbal Communication-Tips • Eliminate Noise • Get Feedback – Verbal & Body Signals • Speak Slowly & Rephrase your sentence • Don’t Talk down to the other person • Listen Carefully & Patiently

22. Improving Body Language - Tips • Keep appropriate distance • Touch only when appropriate • Take care of your appearance • Be aware - people may give false cues • Maintain eye contact • Smile genuinely