COMMUNICATION
SKILLS
outline
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What is communication skills
Need for communication skills
Forms of communication
Communication process
Communication barrier
Listening vs. hearing
Listening is a skill
Dos and don'ts of communication
WHAT IS COMMUNICATION SKILLS?
Ability to take an idea or set of instructions and be able to
convey them to others in a manner that is comprehensible.
7%
Words/Verbal
38%
Body Language
55%
Tone
NEED FOR EFFECTIVE
COMMUNICATION
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To exchange ideas with other
Understand other perspective
To Solve problems
The ability to effectively communicate with others is one of
the most important tools for professional and personal
success.
• Effective communication can help you influence others.
• Your capacity to communicate is often seen as an indicator of
your ability and intelligence.
FORMS OF COMMUNICATION
• Verbal communication
oral communication
Face to Face, public speech, telephone, interview, Meeting
Written communication
letter, memo, notice, circular, report, minutes, emails ,sms.
• Non-Verbal communication
Visual
Pictorial, symbols, poster, graphs and charts, signs,signals
Aural
Drum beat, siren, whistle, horn, buzzer and bell
THE COMMUNICATION
PROCESS
BARRIERS TO COMMUNICATION
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Noise
Inappropriate medium
Assumptions/Misconceptions
Language differences
Poor listening skills
Hearing vs listening
• Hearing
physical process, natural, passive.
Listening-physical as well as mental process,
active, learned process, a skill.
LISTENING IS A SKILL
Listening is a skill.
Listening means – encouraging others to talk. Listening means
giving others space to express what they feel.
Dos of communication
• Be a good listener and stay focused on the person who
is speaking.
• Do paraphrase or reword what you have understood to
clarify when there is ambiguity in communication.
• Maintain eye contact with the person you are talking to
and nod occasionally to affirm interest in their words.
• Look for nonverbal clues like lack of eye contact,
distraction or fidgeting, which convey restlessness or
impatience. Yawning or sighing is a sign of mental or
physical fatigue. When you notice these non-verbal
signs, wrap up the conversation, postpone it or inquire
about the discomfort.
• Behave confidently and communicate with a
stable and clear voice.
• Use simple and polite language.
• Avoid judging people and praise them often.
• Express negative thoughts in a positive way.
• Be open to receiving constructive feedback.
• Learn to say ‘no’ politely but firmly.
• Assert yourself – recognize others’ feelings and
then state your needs or opinions.
Don’ts of communication
• Don’t interrupt people when they are talking
• Don’t overcomplicate your message. Avoid using
too many filler words like ‘um’, ‘uh’, etc.
• Don’t be defensive or offensive – stay neutral.
Don’t criticize in public.
• Don’t shout or talk too fast.
• Don’t show negative body language. Refrain from
frowning or giving angry glances.
• Don’t give more importance to cell phones or
other electronic devices over people.