EFFECTIVE COMMUNICATION SKILLS
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:
Types of communication (interpersonal, group, mass)
-Internal Vs External Communication
Communication is a Process
- 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-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
- Weak listening ability
- Less Interest
- 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
- 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
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
- Be Open
- Small Talk
- Be Positive
- Be Courteous And Attentive
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
- Naming email ID
- Bad Example : email@example.com
- Good Example : Firstname.firstname.lastname@example.org
- 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
- 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
- Capture new words
- Listen to yourself…Imagine yourself speakingRecord your Voice & listen
- Learn to pronounce correctly
Do you know the pronunciation?
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