Communication Skills

OVERVIEW

• What is Communication?• The Process of Human Communication • Some truths about Communication• The role of adaptation• Communication channels in Business• Challenges & Barriers to Communication

What is Communication?

“There may be no single thing more important in our efforts to achieve meaningful work and fulfilling relationships than to learn and practice the art of communication.” --Max De Pree, Author

The Art of Leadership

The Communication Process

ChannelAnd Medium

Six-PhaseProcess

Phase 1:Sender Has

an Idea

Phase 3:Sender Transmits

Message

Phase 2:Sender Encodes

Idea

Phase 6:Receiver

Sends Feedback

Phase 4:Receiver Gets

Message

Phase 5:Receiver Decodes

Message

Situation

KellyKelly JustinJustin

A Model of the Communication Process

--med

ium--

Some Basic Truths about Communication

• Meanings sent are not always received.

• Meaning is in the mind.• The symbols of communication

are imperfect.

Adaptation

ListeningListening45%45%

WritingWriting9%9%

ReadingReading16%16%

SpeakingSpeaking30%30%

ReceivingSe

ndin

g

Usage of BusinessUsage of Business CommunicationCommunication ChannelsChannels

Communication Challenges in Today’s Workplace

Advancesin Technology

WorkforceDiversity

Globalization

Team-BasedOrganizations

Communication Barriers

• Perception and language

• Restrictive environments

• Distractions

• Deceptive tactics

• Information overload

• Types of Communication

• Internal and External Communication

• Communication Channels

Internal Communication

Official StructureOfficial Structure

Formal ChainFormal Chainof Commandof Command

Up, Down, Across Up, Down, Across Formal Power LinesFormal Power Lines

The GrapevineThe Grapevine

Informal Informal NetworkingNetworking

Unofficial LinesUnofficial Linesof Powerof Power

External Communication

Formal ContactsFormal Contacts

MarketingMarketing

Public RelationsPublic Relations

InformalInformal ContactsContacts

EmployeesEmployees

ManagersManagers

Communication Climate

CorporateCulture

Flat

Tall

High

Low

Level ofFeedback

OverallStructure

More Open

Less Open

• Basic communication

• Verbal & Non Verbal Communication • Body language

Basic CommunicationVe

rbal

Non

verb

al

Structure Intent

More SpontaneousLess Control

Conscious PurposeMore Control

Nonverbal

Verbal

Less StructuredHarder to Classify

More StructuredEasier to Study

Verbal and Non verbal Communication

Verbal:Communication with

words

Non verbal: Communication without words

Areas of NV Communication• Kinesics

• Proxemics

• Time language

• Paralanguage

• Physical context

Kinesics: body’s physical movements

• Face and Eyes

• Gestures

• Posture

• Appearance

A person can stop speaking, but he cannot

stop communicatingwith his body

NON-VERBAL symbols are four times more effectivethan VERBAL ones

Body movements include:

Facial expression

Eye movement

Body movements include :

Hands

Feet

Whole body

The meaning of gestures. Examples

Doubt: we raise an eyebrow

Scratching one’s nose: puzzled

Masking

• Method by which we control our body so that it will not send out messages that our mind wants to hide

Posture

• Posture is not only a way of punctuating a conversation, but it is also the way individuals relate with each other when they are in a group.

Recommendations

• The greeting: a good starting point (show openness)

• Don’t blink constantly

• Try to keep a direct look and establish eye contact with the people you are talking to

Recommendations (Continued)

• Maintain an appropriate position and avoid constant abrupt movements

• Control the movements of your hands and keep them visible

• Do not allow any object to come between you and your audience

Recommendations (Continued)

• Do not cross your arms over your chest

• Do not cover your mouth with your hand while you are speaking

• Maintain a relaxed posture

Proxemics: how and what we arrange in personal space

• Intimate: physical contact to 18 inches

• Personal: 18 inches to 4 feet

• Social: 4 to 12 feet

• Public: 12 feet to range of eyesight and hearing

Time language

• The meaning and value we give to time• Time was equated with money/time and

management is important• Culture specific• Everyone culture has its own time

language

Paralanguage: how we say things

• Is speech fast, slow, high pitched, deep, smooth, disjointed?

• All convey different meanings• I practice good business communication• I practice good business communication• I practice good business communication• I practice good business communication• I practice good business communication

Physical context: Refers to colour and layout/design

• Colours are associated with moods e.g. Black & grey convey negative feelings, blue & yellow positive feelings

• Layout/design of surroundings communicate something e.g. carpeting, arrangement of desks/chairs

• THE SEVEN C’s of EFFECTIVE COMMUNICATION

CLARITY

• Apply the K.I.S.S formula.(Keep it short and simple)

• Choose short ,familiar, conversational words.• Construct effective sentences and paragraphs. • Avoid unfamiliar words ,abbreviations, Slang or

Jargon.

Clarity and Short Sentences

Writing short sentences.(16-18 words/sentence = mid level).

You can write short sentences in two ways:1by limiting content,2by using words economically.

Cut surplus words.

• You are hereby instructed to send all daily reports directly to this office as promptly as possible.

Send all reports to this office promptly.• Your attention is directed to paragraph 3,

which summarizes the findings of this study.

Paragraph 3 summarizes the findings of this study.

Use Short, Familiar words

Long Unfamiliar Word• Abbreviate• Accomplish• Approximately• Ascertain• Commence• Considerable• Determine• Detrimental

Short, Familiar WordsShortenDoAboutFind outBeginMuchDecideHarmful

COMPLETENESS

• Answer all questions asked: Who? What? Where? When? Why? How?

• Give something extra, when desirable.

CONCISENESS

• Shorten or omit wordy expressions: Use single word substitutes; avoid redundancy

• Include only relevant statements.• Avoid unnecessary repetition, long

sentences, relative pronouns, expletives and passive verbs.

CORRECTNESS

• Use the right level of Language.

• Include only accurate facts, words and figures.

• Maintain acceptable writing mechanics.

CONCRETENESS

• Use specific facts and figures.

• Put action in your verbs.

• Choose vivid image-building words.

Prefer the concrete to the abstract.

We have found that this technique is successful.

Your department may hire some new employees.

Our research shows that 87 percent of those using this technique are successful

Your department may hire three new stock clerks.

Prefer strong verbs to verbs camouflaged as nouns.

classify compute

explore inform

negotiate observe

represent

make a classification make a computation

conduct an exploration provide information

engage in negotiation make an observation

provide representation

Camouflaged Verb Strong Verb

Consider the strength and vigor of words.

• complete failure

• untruth

• put an end to

• upraise

fiasco

lie

destroy

boost

CONSIDERATION

• Focus on “you” instead of “ I “ and “WE”.

• Emphasize positive, pleasant facts.

• Avoid negative words.

Accenting positive languageNegative: Your misunderstanding of your policy

prompts your accusation that we are at fault.Positive: Section 3 of your policy makes us responsible

only when we service the equipment.

Negative: We must refuse your request to use our equipment.

Positive: As we are a state office, our equipment can be used for government purposes only.

Emphasizing the you viewpoint.

We: Our policy requires that you pay by the 10th of the month in order to earn the discount.

You: You can earn the discount by paying by the 10th of the month.

We: We are offering a special discount to all our loyal customers.

You: As a loyal customer, you will receive a special discount.

COURTESY

• Be sincerely tactful.• Omit expressions that might irritate, hurt or

belittle.• Apologize good-naturedly.• Use phrases and words that positive tone• Avoid discriminatory language

• Types of biases

• Avoiding discriminatory language

• Examples

Types of biases• Gender

• Culture/ethnicity

• Race

• Disability

• Age

Reword to eliminate discriminatory words:

SexistIf a customer pays promptly,

he is placed on our preferred list.

A physician should treat his patients with respect.

NonsexistA customer who pays

promptly is placed on our preferred list.

A physician should treat patients with respect.

Culture/ethnicityFor an Afghan, Ahmed Shah can speak Urdu well.

Nowadays, many Mexicans and Indians are working in US companies.

Ahmed Shah can speak Urdu well.

Nowadays, US companies have multi-cultural workforce.

Race Two well groomed black women applied for the jobs.

Lee is very tall for a Chinese.

Two well groomed women applied for the jobs.

Lee is very tall.

Disability & Age

Inappropriate

Crippled

Disabled

Blind

Our 59 year-old manager

Appropriate

Physically challenged

Handicapped

Visually impaired

Our Manager

• Written Communication

• Letters and memos

• Letter formats

LETTERS

FULL BLOCK LETTER FORMAT

MODIFIED BLOCK FORMAT

SUBJECT: ABCD…………X Y Z

SEMIBLOCK LETTER FORMAT

Conclusion

THANK YOU ALL