EOC: EFFECTIVE COMMUNICATION SKILLS

EFFECTIVE COMMUNICATION SKILLS

INTRODUCTION
Objectives
To understand the communication process
To appreciate the importance of communication
To improve upon participants-verbal communication – written & oral
To improve upon non-verbal communication – body language, listening skills, mannerisms

What is communication?
A process of transferring information from one entity to another:
Effective Communication
Types of communication (interpersonal, group, mass)
-Formal Communication
-Internal Vs External Communication
Communication is a Process

Communication is:

Why should you improve your communication skills?

• Interact ? Socially/Professionally
• Negotiate/present a case
• To develop yourself as a professional
• Competition (explain yourself better)
• Cultivate/develop respect

7 Cs of Communication

• Clarity
• Completeness
• Concreteness
• Courtesy
• Conciseness
• Correctness
• Consideration

Clarity-the quality of being clearly expressed

Completeness-Having every necessary part or everything that is needed

Concreteness-Certain and Specific rather than vague or general

Courtesy– Consideration for others or good manners

Conciseness-using as few words as possible to give the necessary information

Correctness– Accurate or without errors

Consideration-thoughtful concern for or sensitivity toward the feelings of others

These help reduce barriers of communication

Few major Barriers in communication

• Unwillingness to communicate
• Lack of Self-Confidence
• Language differences
• Vocabulary level
• Voice quality
• Assumptions
• Distractions
• Weak listening ability
• Emotions
• Less Interest

DO’S

• Use simple words and phrases that are understood by most people.
• Be friendly: We are drawn to those that make us feel loved
• Think before you speak.”Better to remain silent and be thought a fool, than to open your mouth and remove all doubt.”
• 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.
• Don’t talk too much
• Be your authentic self
• Always pay undivided attention when communicating
• Practice humility-modesty about your importance
• Speak with confidence-self assurance about own attributes
• Be a good listener-listening as or more important than speaking
• 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.
• Pay attention to your body language-it communicates more than words
• Be concise-get to the point
• Vary your vocal tone

DON’TS

• Do not instantly react and mutter something in anger
• Do not use technical terms & terminologies not understood by majority of people
• 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
• While listening do not glance here and there as it might distract the speaker
• Do not interrupt the speaker
• Do not jump to the conclusion that you have understood  everything

FIRST IMPRESSION
It takes just a quick glance, maybe three seconds, for someone to evaluate you when you meet for the first time.

• Be on Time
• Be Yourself, Be at Ease
• Smile!
• Be Open
• Small Talk
• Be Positive
• Be Courteous And Attentive

Formal Communication

Rules of communication:

• Go through channels
• Adhere to orders and direction coming from above
• Escalate problems as needed going through your chain of command
• Avoid badmouthing…..superiors/colleagues

Email etiquettes

• Naming email ID
• Bad Example : coolbuddy_23972@site.com
• Good Example : Firstname.lastname@site.com
• Email greeting and sign-off consistent with the level of respect and formality of the person you’re communicating with.
• Write the name of the person, avoid blank emails, respond in time
• Do not send private, personal mails which are not meant to be shared on official platforms.
• Double check your list of recipients
• Don’t use CAPS
• Avoid using short forms, real words, emotions, jargon, or slang
• Don’t ignore your subject line
• Always include a professional signature
• Remember your email is a reflection of you

Telephone etiquettes

• Answer the phone within 3 rings
• Speak softly
• Greet effectively
• Introduce yourself, organization, opportunity
• Talk with a smile in your voice
• Be polite
• Wrap it up
• Use a good closing line
• Do not hold the instrument with the mouthpiece cupped in the hand. Hold the instrument by the handle.

Develop your English Skills

• Get a good dictionary
• Concentrate on using correct grammar
• Read
• Capture new words
• Listen to yourself…Imagine yourself speakingRecord your Voice & listen
• Learn to pronounce correctly

Do you know the pronunciation?

• Buffet
• Develop
• Rendezvous
• Executive
• Wednesday
• Transfer
• Jewelry
• Vehicle
• Pizza

Practical ways to improve

• Download & install Word Web or any other free dictionary?http://wordweb.info/free/
• Listen, watch & read
• Treat each call as a single performance
• Speak as much as possible in ENGLISH at work
• Daily email, tweet, blog post or facebook post with 2 new words