Communication Skills
OVERVIEW
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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
Phase 1:
Sender Has
an Idea
Channel
And Medium
Phase 2:
Sender Encodes
Idea
Phase 3:
Sender Transmits
Message
Phase 6:
Receiver
Sends Feedback
Phase 5:
Receiver Decodes
Message
Six-Phase
Process
Situation
Phase 4:
Receiver Gets
Message
--medium--
A Model of the
Communication Process
Kelly
Justin
Some Basic Truths about
Communication
• Meanings sent are not always
received.
• Meaning is in the mind.
• The symbols of communication
are imperfect.
Adaptation
Usage of Business Communication Channels
Speaking
30%
Reading
16%
Listening
45%
Receiving
Sending
Writing
9%
Communication Challenges in
Today’s Workplace
Advances
in Technology
Globalization
Workforce
Diversity
Team-Based
Organizations
Communication Barriers
• Perception and language
• Restrictive environments
• Distractions
• Deceptive tactics
• Information overload
• Types of Communication
• Internal and External Communication
• Communication Channels
Internal Communication
Official Structure
The Grapevine
Formal Chain
of Command
Informal
Networking
Up, Down, Across
Formal Power Lines
Unofficial Lines
of Power
External Communication
Formal Contacts
Informal Contacts
Marketing
Employees
Public Relations
Managers
Communication Climate
Overall
Structure
Corporate
Culture
Level of
Feedback
Flat
More Open
High
Tall
Less Open
Low
• Basic communication
• Verbal & Non Verbal Communication
• Body language
Intent
Less Structured
Harder to Classify
More Spontaneous
Less Control
More Structured
Easier to Study
Conscious Purpose
More Control
Verbal
Verbal
Structure
Nonverbal
Nonverbal
Basic Communication
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 communicating
with his body
NON-VERBAL symbols
are four times more
effective
than 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:
1 by limiting content,
2 by 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 Words
Shorten
Do
About
Find out
Begin
Much
Decide
Harmful
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.
Our research shows that 87
percent of those using
this technique are
successful
Your department may hire
some new employees.
Your department may hire
three new stock clerks.
Prefer strong verbs to verbs
camouflaged as nouns.
Camouflaged Verb
Strong Verb
make a classification
make a computation
conduct an exploration
provide information
engage in negotiation
make an observation
provide representation
classify
compute
explore
inform
negotiate
observe
represent
Consider the strength and
vigor of words.
• complete failure
fiasco
• untruth
lie
• put an end to
destroy
• upraise
boost
CONSIDERATION
• Focus on “you” instead of “ I “ and “WE”.
• Emphasize positive, pleasant facts.
• Avoid negative words.
Accenting positive language
Negative: 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:
Sexist
Nonsexist
If a customer pays promptly,
he is placed on our
preferred list.
A customer who pays
promptly is placed on
our preferred list.
A physician should treat his
patients with respect.
A physician should treat
patients with respect.
Culture/ethnicity
For 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
Appropriate
Crippled
Physically challenged
Disabled
Handicapped
Blind
Visually impaired
Our 59 year-old manager
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