art of building soft skills

7/30/2019 art of building soft skills

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The Art Of

CommunicationPresented By


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Learning Objectives

What is Communication?The Communication CycleImpact of a message

Types of CommunicationStyles of CommunicationEffective ListeningOrganizational Communication FlowBarriers to CommunicationCommunicating Effectively


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What is Communication?

The dictionary defines communication as:

A process by which information is exchanged between

individuals through a common system of symbols, signs or behavior

Communication is a two-way process which involves: Listening to others (Receiving) message Asserting/Expressing (Sending)


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Communication Goals

To change behavior

To get action

To ensure understandingTo persuade

To get and giveInformation


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Communication Cycle

Communication normally goes through a cycle involving:

The Sender

The Message

The Channel

The Recipient


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Impact of a MessageFace-To-Face Communication

BodyLanguage57%

Tone36%

Words7%

Body Language Tone Words


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Impact of A MessageVoice Communication

Tone86%

Words14%

Tone Words


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2 Types of Communication

1. Verbal CommunicationWordsVoice modulation

2. Non-Verbal CommunicationCommunicates emotions and attitudesRegulates verbal messages


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Verbal Communication

Words Use simple language (avoid jargon and slang) Make sure that you are grammatically correct Be clear and precise (avoid redundancy)

Voice Modulation Diction Tone Pitch Volume Rate


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Non-Verbal CommunicationGestures Are you aware of how you look to others? Find out your habits and nervous gestures

Posture and movement Stand tall

Facial Expressions Smile Eye Communication

90% of our personal communication calls for involvement.To show involvement, look at your audience for 5 to 10

seconds before looking away.


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CommunicationRights and Responsibilities

Rights Responsibilities

1. You have the right to betreated with respect.

2. You have the right to haveand express your ownopinions.

3. You have the right to ask for

what you need in order to beeffective.

4. You have the right to setreasonable limits.

1. You have the responsibility totreat others with respect.

2. You have the responsibility tolisten to the opinion of others.

3. You have the responsibility toacknowledge and address the

needs of others.4. You have the responsibility to

respect the limits andboundaries of others.


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Styles Of Communication

Acceptsresponsibilities.

Extends but doesnot feel entitled torights .

Both exercisesand extendsrights andresponsibilities.

PassiveDemands but doesnot extend rights.

Does not acceptresponsibilities.

Assertive Aggressive


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Effective Listening Involves. . .

. 1. Setting the stage Remove Distractions

Be open and accessible

Listen with Empathy

2. Ensuring MutualUnderstanding

Reflect feelings

Paraphrase main ideas

Seek clarification

Confirm next steps

3. Understanding bodyLanguage

Observe position and posturing

Make eye contact

Consider expressions/gestures

4. Suspending judgment

Concentrate

Keep an open mind

Hear the person out


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3 Types of Listening

Active Listening

Passive Listening

Hearing


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Listening and Speaking

Listening takes:Concentration and energyCuriosity and open-mindedness

Analysis and understanding

Speaking requires:Sharp focusLogical thinkingClear phrasingCrisp delivery


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Organizational Communication Flow

Downward

InstructionsDirectives

Horizontal

Coordination

Upward

Information


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Vertical Communication

Upward Communication Consists of messages sent up the line from subordinates to

bosses. Includes employee suggestions, reactions to organizational

policies, inquiries or concerns.

Downward Communication Flows from individuals in higher levels of the organization to

those in lower levels. Includes meetings, official memos, policy statements, manuals,

and organizational publications.


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Horizontal Communication

The horizontal information flow thatoccurs both within and betweendepartments.

Generally, the purpose of lateralcommunication is coordination andcollaboration.


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Barriers To Effective CommunicationAssumptions

Fears Reluctance to confront Ridicule, rejection, fear of being wrongValues and attitudes

Generation Gap

Information overload When the information we can process is exceeded

Trust and Honesty A lack of trust can cause the receiver to look for hiddenmeanings in the senders message.

Cross-Cultural Diversity The greater the difference between the senders and receivers

cultures, the greater the chance for miscommunication.


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Key To Communicating EffectivelyKnow your subject.Focus on the purpose.Know your audience.

Use a confident tone and a level pitch. Be calm and collected at all times. Try to eliminate excessive ums and uhs as fillers.

Speak slowly and make use of pauses to stress important ideas. Use accurate diction and correct pronunciation

Know what you are talking about and accept the limitations ofyour knowledge.

Be vibrant and enthusiastic. Avoid a dull, monotonous tone. Be loud enough to be easily heard .


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Barriers to communication can lead to misunderstanding and confusion


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Remember. . .

Effective communicationencompasses a multitude ofskills.

Skills can be learned andpracticed.

art of building soft skills

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