Communication SkillsCommunication Skills

Presented byPresented by

Jean Francois LauretteJean Francois Laurette

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

LEARNING OBJECTIVESLEARNING OBJECTIVES

Learning approach – AttitudeLearning approach – Attitude Definition (s) Definition (s) Models of communicationModels of communication Communication processCommunication process Functions of communicationFunctions of communication Ways and types of communicationWays and types of communication Forms and channels of communicationForms and channels of communication Barriers of communicationBarriers of communication Basic skills of communicationBasic skills of communication Non Verbal communicationNon Verbal communication Speech and writing work shopSpeech and writing work shop Non Violent communicationNon Violent communication

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

ATTITUDE IS EVERYTHINGATTITUDE IS EVERYTHING

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

THE ICEBERGTHE ICEBERGHOW MUCH DO YOU SEE OF AN HOW MUCH DO YOU SEE OF AN

ICEBERG?ICEBERG?

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

ONLY 10% OF ANY ICEBERG IS VISIBLE. THE REMAINING 90% IS BELOW SEA LEVEL.

THE ICEBERGTHE ICEBERG

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

SEA LEVEL

10 %

90 %

VISIBLEABOVE SEA LEVEL

INVISIBLEBELOW SEA LEVEL

THE ICEBERGTHE ICEBERG

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

The Iceberg phenomena is The Iceberg phenomena is also applicable on human also applicable on human beings … beings …

THE ICEBERGTHE ICEBERG

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

SEA LEVEL

ATTITUDE

THE ICEBERGTHE ICEBERG

KNOWLEDGE&

SKILLSKNOWN

TOOTHERS

UNKNOWN TO OTHERS

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

THE ICEBERGTHE ICEBERG

In other words, In other words,

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

SEA LEVEL

ATTITUDE

THE ICEBERGTHE ICEBERG

KNOWNTO

OTHERSUNKNOWN TO OTHERS

BEHAVIOR

VALUES – STANDARDS - JUDGMENTS

MOTIVES – ETHICS - BELIEFS

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

WHAT MAKES YOUR LIFE 100% ?WHAT MAKES YOUR LIFE 100% ?

AA TT TT II TT UU DD EE11 2020 2020 99 2020 2121 44 55

KK NN OO WW LL EE DD GG EE1111 1414 1515 2323 1212 55 44 77 55

HH AA RR DD WW OO RR KK88 11 1818 44 2323 1515 1818 1111

SS KK II LL LL SS1919 1111 99 1212 1212 1919 =

=

=

=

82

96

98

100

Let each letter of the alphabetic has a value equals to it sequence of the alphabetical order:

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

THE THE CAN DOCAN DO ATTITUDE ATTITUDE

You You CAN DOCAN DO everything, but not everything, but not all at once.all at once.

You You CAN DOCAN DO everything, if it’s everything, if it’s important enough for you to do.important enough for you to do.

You You CAN DOCAN DO everything, but you everything, but you may not be the best at everything.may not be the best at everything.

You You CAN DOCAN DO everything, but there everything, but there will be limitations.will be limitations.

You You CAN DOCAN DO everything, but everything, but you’ll need help.you’ll need help.

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

BEST QUOTES ON POSITIVE ATTITUDEBEST QUOTES ON POSITIVE ATTITUDE

A positive thought is the seed of a A positive thought is the seed of a positive result.positive result.

If you don’t like something, change it. If If you don’t like something, change it. If you can’t change it, change your you can’t change it, change your attitude. Don’t complain.attitude. Don’t complain.

The most significant change in a The most significant change in a person’s life is a change of attitude. person’s life is a change of attitude. Right attitudes produce right actions.Right attitudes produce right actions.

Your positive approach will always Your positive approach will always bring you where you want to be though bring you where you want to be though

the load is heavythe load is heavy..

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

““Just as toothpaste and Just as toothpaste and mouthwash are really not the mouthwash are really not the key to social success, nobody key to social success, nobody can give you a communication can give you a communication

pill which will automatically pill which will automatically transform you into a transform you into a

communication star”. communication star”.

((Myers and Myers, Dynamics of Human Myers and Myers, Dynamics of Human Communication, 1985)Communication, 1985)

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

WHAT IS COMMUNICATION?WHAT IS COMMUNICATION?

““Communication means sharingCommunication means sharing messages, ideas or messages, ideas or attitudes that produce a degree of understanding attitudes that produce a degree of understanding

between a sender and a receiver. In everyday between a sender and a receiver. In everyday usage, communication implies an attempt to share usage, communication implies an attempt to share meaning by transmitting messages among people”meaning by transmitting messages among people”

******

““Communication is the art of transmitting information, Communication is the art of transmitting information, ideas and attitudes from one person to another. ideas and attitudes from one person to another.

Communication is the process of meaningful Communication is the process of meaningful interaction among human beings”interaction among human beings”

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

MODELS OF COMMUNICATIONMODELS OF COMMUNICATION

It suggests that communication is a one way processIt suggests that communication is a one way process

Model 1: The Bulls’ eye Model 1: The Bulls’ eye

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

MODELS OF COMMUNICATIONMODELS OF COMMUNICATION

The flow of communication can go both ways but only The flow of communication can go both ways but only one way at a timeone way at a time

Model 2: The Ping Pong Model 2: The Ping Pong

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

MODELS OF COMMUNICATIONMODELS OF COMMUNICATION

Who,Who,

says says WhatWhat, ,

in which in which ChannelChannel, ,

to to Whom,Whom,

and with what and with what EffectEffect

Model 3: Lasswell Model 3: Lasswell

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

MODELS OF COMMUNICATIONMODELS OF COMMUNICATION

Model 4: Transactional Model 4: Transactional The act of communication is a transaction, a continuous flow The act of communication is a transaction, a continuous flow

of information in both, or many directions at onceof information in both, or many directions at once

You cannot not communicateYou cannot not communicate Communication is based on predictabilityCommunication is based on predictability Communication is a chicken and egg processCommunication is a chicken and egg process Communication occurs at two levelsCommunication occurs at two levels Communication is a sharing of meaningCommunication is a sharing of meaning

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

COMMUNICATION PROCESSCOMMUNICATION PROCESS

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

WAYS & TYPES OF COMMUNICATIONWAYS & TYPES OF COMMUNICATION

WaysWays Spoken wordsSpoken words Written wordsWritten words Visual imageVisual image Body languageBody language

TypesTypes Downward communicationDownward communication Upward communicationUpward communication Lateral or horizontal Lateral or horizontal

communicationcommunication

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

To warn To warn To adviseTo advise To informTo inform To persuadeTo persuade To express opinionsTo express opinions To amuseTo amuse

FUNCTIONS OF COMMUNICATION FUNCTIONS OF COMMUNICATION

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

To satisfy needs that we have within usTo satisfy needs that we have within us To survive physically and as human beingsTo survive physically and as human beings To feel secured and valued by othersTo feel secured and valued by others To be involved with others, in relationshipTo be involved with others, in relationship To conduct the everyday business of our To conduct the everyday business of our

liveslives To give and receive informationTo give and receive information To play with ideas and storiesTo play with ideas and stories To express ourselvesTo express ourselves To make sense of the worldTo make sense of the world

WHY DO WE COMMUNICATE? WHY DO WE COMMUNICATE?

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

Differentiation between those words:Differentiation between those words:

Public relations Public relations Marketing Marketing SellingSelling AdvertisingAdvertising PromotionPromotion PropagandaPropaganda

FORMS OF COMMUNICATION FORMS OF COMMUNICATION

Communication to the publicsCommunication to the publics

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

Mechanical – Semantic – Psychological barriersMechanical – Semantic – Psychological barriers

BARRIERS OF COMMUNICATION BARRIERS OF COMMUNICATION

• Noise• Inappropriate medium• Assumptions/Misconceptions• Emotions• Language differences• Poor listening skills• Distractions

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

COMMUNICATION BASICS SKILLSCOMMUNICATION BASICS SKILLS

• Listening skills• Writing skills• Presentation skills

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

NON VERBAL COMMUNICATIONNON VERBAL COMMUNICATION

How can you utilize the Nonverbal cues?How can you utilize the Nonverbal cues?

VisualVisual TactileTactile VocalVocal Time and SpaceTime and Space

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

NON VERBAL COMMUNICATIONNON VERBAL COMMUNICATION

How can you utilize the Nonverbal cues?How can you utilize the Nonverbal cues?

VisualVisual

Components Examples Meanings Communicated

Image Clothing, hygiene Values, competenceFacial Expressions Frown, smile, sneer Unexpressed feelingsEye Movements Looking away, staring Intentions, state of mindPosture Leaning in, slumped AttitudeGestures Handshake, wave Intentions, feelings

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

NON VERBAL COMMUNICATIONNON VERBAL COMMUNICATION

How can you utilize the Nonverbal cues?How can you utilize the Nonverbal cues?

TactileTactile

VocalVocal

Components Examples Meanings Communicated

How things are said Loudness, pitch, rate Different meanings e.gVocal intonation Rhythm, pitch, clarity Sarcasm, disapproval

Components Examples Meanings CommunicatedTouch Pat on the back Approval

Gentle touch on an arm Support and concern

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

NON VERBAL COMMUNICATIONNON VERBAL COMMUNICATION

How can you utilize the Nonverbal cues?How can you utilize the Nonverbal cues?

SpacialSpacial

Components Examples Meanings communicated

Body closeness 0-2 feet Feelings of intimacy Furniture arrangement Large pieces far apart Formal and serious

C O M M U N I C A T I O N S K I L L S C O M M U N I C A T I O N S K I L L S

NON VIOLENT COMMUNICATIONNON VIOLENT COMMUNICATION

How to communicate positivelyHow to communicate positively Differentiating observation from Differentiating observation from

evaluationevaluation Differentiating feeling from Differentiating feeling from

thinkingthinking Requesting what we would like in Requesting what we would like in

a way that clearly and a way that clearly and specifically states what we do specifically states what we do wantwant