IMPROVING OUR COMMUNICATION
SKILLS

Objectives
• Understanding what is meant by communication
• Barriers in a communication process
• Practice active listening
• How to improve verbal and non verbal
communication

What is Communication?
Communication is the method of transmitting information, ideas and attitudes from one living
being to another.
Communication is the process of interaction among human beings.
Essence of communication:
Personal process
Occurs between people
Involves change in behavior
Means to influence others
Expression of thoughts and
Emotions through words & actions.
Tools for controlling and motivating people.
It is a social and emotional professional process.

 Communication is not just speaking it is an art
of good speaking and good listening as well
 Communication is not one way but it is always
a two way process
 Communication is good speaking and good
listening as well

What are the most common ways
we communicate?
Spoken Word
Written Word
Body language
Visual aids

Types of business
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. It is suggestive in nature
Lateral or Horizontal Communication :
Among colleagues, peers at same level for information level for information sharing for
coordination, to save time. It is informative in nature

 When we send a written communication followed
by a verbal communication, it reduces mis-communication
or mis- understanding
 In verbal communication many a times different
people get different perceptions, and there is
distortion of message, but when we send written
communication the entire group gets the same
message, receiver gets the exact message what
you want to send

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

Barriers to communication
When we try to communicate there may be barriers which
do not allow our communication to reach the audience as
we want ,they are as follows
• Noise
• Inappropriate medium
• Assumptions/Misconceptions
• Emotions
• Language differences
• Poor listening skills
• Lack of attention

Hearing Vs Listening
Hearing …..
Physical process,
Message is received by
ears but not analyzed by
our brain and not saved in
our memory
what we hear is not
remembered by us
because the message is
not saved

 Listening – is a physical as well
as mental process, active,
learned process, a skill
in listening message is received
by our ears, analyzed by brain
and what we hear is saved in our memory, this
is why we remember what we listen

Value of listening
Listening to others is an skill which can be learned.
 Good listening reflects courtesy and good manners.
 Listening carefully to the instructions of superiors
improve competence and performance.
 The result of poor listening skill could be disastrous in
business, employment and social relations.

Good listening can eliminate a number of
imaginary grievances of employees
/customers and solves 80 % of problems of
other person.
Good listening skill can improve social
relations and conversation.
Listening is a positive and important activity
rather than a passive or negative activity.

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.
Pay attention to the speaker while listening.
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.
Speak in language which other person can best understand
Ask questions to confirm that your message is understood

Essentials of communication
(Don’ts)
Do not instantly react to something in anger.
Do not use technical terms & terminologies not
understood by majority of people, if you are using
technical terms explain them in simple language.
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, ask
questions to confirm learning.
While listening do not glance here and there or
engage in some other work as it might distract the
speaker, and this is a disrespect to him.
Do not interrupt the speaker.
Do not jump to the conclusion that you have
understood every thing ask questions.

How to Improve Existing Level
of
COMMUNICATION?
Improve your general knowledge
Improve your language.
Improve our pronunciation.
Work on voice modulation.
Work on body language.
Develop habit of reading
Listen more
Interact with qualitative people.
Improve your friend circle.

Improve on you topic of discussion,
Practice meditation & good thoughts.
Think and then speak.
Do not speak too fast.
Use simple vocabulary.
Do not speak only to impress someone speak
sense.
Look presentable and confident

Improving Body Language - Tips
• Keep you body straight
• Smile genuinely
• Keep appropriate distance
• Touch only when appropriate
• Take care of your appearance
• Maintain eye contact

Success for YOU…
…in our personal life and workplace
we requires
excellent communication skills! In
order to be successful…
Amar Bir
Singh