1. 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 is Communication?
COMMUNICATION IS THE ART OF TRANSMITTING
INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON TO
ANOTHER.COMMUNICATION IS THE PROCESS OF MEANINGFUL
INTERACTION AMONG HUMAN BEINGS.
ITS ESSENCES :
PERSONAL PROCESS
OCCURS BETWEEN PEOPLE
INVOLVES CHANGE IN BEHAVIOUR
MEANS TO INFLUENCE OTHERS
EXPRESSION OF THOUGHTS AND
EMOTIONS THROUGH WORDS & ACTIONS.
TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.
IT IS A SOCIAL AND EMOTIONAL PROCESS.

4. What are the most common ways
we communicate?
es
lI mag
V isua
or d
en W
Spok
Bod
y Lan
Written Word g ua
ge

5. The Communication Process
 Phases of the Communication Process:
 Transmission phase in which information is
shared by two or more people.
 Feedback phase in which a common
understanding is assured.

6. Process of Communication
Msg Msg Msg Msg
Source Encoding Channel Decoding Receiver
Feedback
Context

7. The Communication Process
 Sender – person wishing to share information with
some other person
 Message – what information to communicate
 Encoding – sender translates the message into
symbols or language

8. Encoding
 Translating internal thought patterns into a language or
code the intended receiver of the message will likely
understand and/or pay attention to
 Choice of words, gestures, or other symbols for encoding
depends on the nature of the message.
 Technical or non technical
 Emotional or factual
 Visual or auditory
 Cultural diversity can create encoding challenges.

9. The Communication Process
 Noise – refers to anything that hampers any stage
of the communication process
 Receiver – person or group for which the message
is intended
 Medium – pathway through which an encoded
message is transmitted to a receiver
 Decoding - critical point where the receiver
interprets and tries to make sense of the message

10. Decoding
 Successful decoding depends on the receiver having:
 A willingness to receive the message
 Knowledge of the language and terminology used in the
message
 An understanding of the sender’s purpose and background
situation

11. Exhibit 3-2: Guides for Giving and Receiving Feedback
Criteria for Giving Feedback
1. Make sure your comments are intended to help recipient.
2. Speak directly and with feeling.
3. Describe what the person is doing and the effect the person is
having.
4. Don’t be threatening or judgmental.
5. Be specific, not general (use clear and recent examples).
6. Give feedback when the recipient is open to accepting it.
7. Check to ensure the validity of your statements.
8. Include only things the receiver can do something about.
9. Don’t overwhelm the person with more than can be handled.
11

12. Exhibit 3-2: Guides for Giving and Receiving Feedback
(continued)
Criteria for Receiving Feedback
1. Don’t be defensive.
2. Seek specific examples.
3. Be sure you understand (summarize).
4. Share your feelings about the comments.
5. Ask for definitions.
6. Check out underlying assumptions.
7. Be sensitive to sender’s nonverbal messages.
8. Ask questions to clarify.
12

13. Barriers to communication
• Noise
• Inappropriate medium
• Assumptions/Misconceptions
• Emotions
• Language differences
• Poor listening skills
• Distractions

14. Types of Communication
Downwards Communication : Highly Directive, from Senior to subordinates, to
assign duties, give instructions, to inform to offer feed
back, approval to highlight problems etc.
Upwards Communications : It is non directive in nature from down below, to give
feedback, to inform about progress/problems, seeking
approvals.
Lateral or Horizontal
Communication : Among colleagues, peers at same level for information
level for information sharing for coordination, to save time.

15. HIERARCHY LEVEL
Executive Director
Manager
Vice President
A.G.M.
Supervisor 1 Supervisor 2 Supervisor 3
Manager
Supervisor
Horizontal Comm.
Forman

16. Forms
of
communication
Non verbal Verbal
communication communication
Written
Oral
communication
communication

17. Verbal & Nonverbal Communication
 Verbal Communication
 The encoding of messages into words, either written or
spoken
 Nonverbal
 The encoding of messages by means of facial
expressions, body language, and styles of dress.

18. Oral Communication
The term oral means anything “Pertaining to
the mouth." The words and the manner in
which words are pronounced either by the way
of face to face communication or through
some mechanical or electrical device.

19. Selecting a Medium
 Face-to-face  Bulletin boards
conversations  Meetings
 Telephone calls  News releases
 E-mails  Press conferences
 Letters  Advertising
 Computer reports
 Photographs

20. Written communication
The communication in which the information is
exchanged in the written or printed form. It
creates a record and can be preserved.

21. Notes, News paper
Book Forms of written
Forms of written Letter
s communication
communication s
Fax
Fax E-
E-
Report
Report Broch
Broch mail
mail
ss ures
ures

22. ESSENTIALS OF COMMUNICATION
Dos
Always think ahead about what you are going to say.
Use simple words and phrases that are understood by every body.
Increase your knowledge on all subjects you are required to speak.
Speak clearly and audibly.
Check twice with the listener whether you have been understood accurately or not
In case of an interruption, always do a little recap of what has been already said.
While listening, always make notes of important points.
Always ask for clarification if you have failed to grasp other’s point of view.
Repeat what the speaker has said to check whether you have understood accurately.

23. ESSENTIALS OF COMMUNICATION
DON’Ts
Do not instantly react and mutter something in anger.
Do not use technical terms & terminologies not understood by majority of
people.
Do not speak too fast or too slow.
Do not speak in inaudible surroundings, as you won’t be heard.
Do not assume that every body understands you.
Do not interrupt the speaker.
Do not jump to the conclusion that you have understood every thing.

24. How to Improve Existing Level of
COMMUNICATION?
IMPROVE LANGUAGE.
IMPROVE PRONUNCIATIOON.
WORK ON VOICE MODULATION.
WORK ON BODY LANGUAGE.
READ MORE
LISTEN MORE
AVOID READING OR WATCHING OR LISTENING UNWANTED LITERATURE, GOSSIP, MEDIA
PRESENTATION ETC.
INTERACT WITH QUALITATIVE PEOPLE.
IMPROVE ON YOU TOPIC OF DISCUSSION,
PRACTICE MEDITATION & GOOD THOUGHTS.
THINK AND SPEAK.
DO NOT SPEAK TOO FAST.
USE SIMPLE VOCABULARY.
DO NOT SPEAK ONLY TO IMPRESS SOMEONE.
LOOK PRESENTABLE AND CONFIDENT.

25. Success for YOU…
…in the new global and diverse
workplace requires
excellent communication skills!

26. Questions