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E2-E3
Management
Communication Skills
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WELCOME
This is a presentation for the E2-E3
Management Module for the Topic:
Communication Skills
Eligibility: Those who have got the Upgradation
from E2 to E3.
This presentation is last updated on 15-3-2011.
You can also visit the Digital library of BSNL to
see this topic.
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AGENDA
Define Communication
List various methods of communication at
workplaceExplain modes of communication
Understand barriers to communication
Understand ways to Facilitate bettercommunication
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Communication is a Series of
Experiences of
Hearing
Seeing
Smell
Taste
Touch
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Communication - Meaning
Communication is a dynamic process
through this process we convey a thought orfeeling to someone else.
how it is received depends on a set of events,stimuli, that person is exposed to.
how you say what you say plays an importantrole in communication.
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Total Communication Process
Reading
16%
Writing
9% Speaking
30%
Listening
45%
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COMMUNICATION
7% WORDSWords are only labels and the listeners put theirown interpretation on speakers words
38% PARALINGUISTIC
The way in which something is said - the accent,tone and voice modulation is important to thelistener.
55% BODY LANGUAGE
What a speaker looks like while delivering amessage affects the listeners understanding
most.
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Methods of communication
person to person - face to face, reading a letter,making a phone call
in a small group - planning, problem solving,decision making, written reports, memos, notice
boardsin a meeting - presenting, bargaining, negotiatingagreements
using mass media - speaking in public, on radio ortelevision, writing for print media such asnewspapers and journals, books, advertising
others - training, teaching, entertaining.
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Verbal communication
Speech
Media-in person, via an intercom, over the phone,
email etcUnderstanding by receiver
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Verbal breakdown
Inattention
Physical barriers
Poor expression
Premature evaluation
Emotions
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Verbal breakdown
Gatekeeper
Communication chainDenial
Lack of questioning
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Non-Verbal
Ideas, thoughts and feelings that are
communicated without words such as-yawn,
tears, frown, crossing arms, averting eyes etc.
Types are:
Body language
Physical characteristics and appearance
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Non-Verbal
Voice
SpaceEnvironment
Time
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TYPES OF BODY LANGUAGE
(P)OSTURES & GESTURES- How do you use
hand gestures? Stance?
(E)YE CONTACT- Hows your Lighthouse?
(O)RIENTATION- How do you position yourself?
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TYPES OF BODY LANGUAGE
(P)RESENTATION- How do you deliver your
message?
(L)OOKS- Are your looks, appearance, dress
important?
(E)XPRESSIONS OF EMOTION -- Are you
using facial expressions to express emotion?
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Writing
Permanent, A record for future, Receiver canstudy at his/her pace, overcomes distanceExample: letters, memos, email, minutes of
meetings, reports, instructions, diagrams, maps,other pictorial aids etc.
B i i C i ti
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Barriers in Communication(that have to do with the COMMUNICATOR)
Unwillingness to say things differentlyUnwillingness to relate to others differentlyUnwillingness to learn new approachesLack of Self-Confidence
Lack of EnthusiasmVoice qualityPrejudice
C
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Disagreement between verbal and non-verbal
messagesNegative Self ImageLack of FeedbackLack of Motivation and Training
Language and Vocabulary LevelLack of Self Awareness
Barriers in Communication(that have to do with the COMMUNICATOR)
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Barriers in Communication(that have to do with the RECEIVER)
Selective PerceptionUnwillingness to ChangeLack of Interest in the Topic/SubjectPrejudice & Belief System
Rebuttal InstinctsPersonal Value SystemHere-and-Now internal & external factors
External Barriers in
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External Barriers inCommunication
EnvironmentThe venueThe effect of noise
Temperature in the roomOther People Status, EducationTimeDistance
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Barriers in Communication
Muddled messagesStereotyping
Wrong channel
languageLack of feedback
Poor listening skills
InterruptionsPhysical distractions
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Tips for better communication
Have a positive attitude about communication.Defensiveness interferes with communication.Work at improving communication skills. Thisincreased awareness of the potential for
improving communication is the first step tobetter communication.Include communication as a skill in eachperson's job description. Help other people
improve their communication skills by helpingthem understand their communication problems.
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Tips for better communication
Make communication goal oriented.
Approach communication as a creative process
rather than simply part of the chore of workingwith people.
Accept the reality of miscommunication.
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Sum up
What is communication?
Methods of communicationVerbal
Non-Verbal
Writing
Barriers & overcoming barriers
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