EFFECTIVE

COMMUNICATION SKILLS

What is Communication?

What are the most common ways to communicate?

SPOKEN WORD

VISUAL IMAGES

WRITTEN WORD

BODY LANGUAGE

The Communication Process

ENCODE:

convert the

idea or the

thought into

words,

pictures or

body

language.

DECODE:

interpret the

message..

Feedback from receiver to sender

Importance of effective communication

❏ Effective communication helps to understand a person or situation in a

better way.

❏ It enables us to solve the differences, build trust and respect in the

organization.

❏ Sometimes our message is misunderstood or we misunderstand the

received message. Effective communication helps us to resolve

problems from both points of view.

❏ Effective communication helps us to connect well with colleagues,

teachers, parents, etc.

❏ It helps us in decision making.

What makes communication ineffective ?

Before learning to communicate effectively, we should learn which are the

barriers of communication that make communication ineffective:

Common barriers to effective communication

Emotional barriers and taboos.

Lack of attention, interest, distractions, or irrelevance to the receiver.

Physical disabilities such as hearing problems or speech difficulties.

Physical barriers to non-verbal communication.

Language differences and the difficulty in understanding unfamiliar

accents, use of jargon.

Expectations and prejudices which may lead to false assumptions or

stereotyping.

Differences in perception and viewpoint, cultural differences.

The 7c’s of effective communication

❏ Completeness

❏ Conciseness

❏ Consideration

❏ Clarity

❏ Concreteness

❏ Courtesy

❏ Correctness

The 7c’s of effective communication: COMPLETENESS

·Message is complete when it contains all

facts the reader or listener needs for the

reaction you desire.

·Communication senders need to assess

their message through the eyes of the

receivers to be sure they have included

all relevant information.

·Provide all necessary information.

·Answer all questions asked.

·Give something extra when desirable.

The 7c’s of effective communication: CONCISENESS

·Eliminate wordy expressions.

·Include only relevant statements

·Be focused.

·Shorten & avoid long explanations.

·Avoid gushing politeness.

·Avoid unnecessary repetitions:

-Use short forms for the second time.

-Use pronouns.

The 7c’s of effective communication: CONSIDERATION

Consideration implies “stepping into the

shoes of others”: know the

audience’s view points, background,

mind-set, education level, etc.

Make an attempt to envisage your

audience, their requirements,

emotions as well as problems.

Ensure that the self-respect of the

audience is maintained and their

emotions are not at harm.

The 7c’s of effective communication: CLARITY

·Emphasize one specific message, goal

or idea at a time.

·Avoid vagueness.

·Avoid technical terms which may be

hard to understand.

·Avoid the possibility of

misinterpretation. As much as

possible, your audience shouldn’t

have to “read between the lines”.

The 7c’s of effective communication: CONCRETENESS

· Be precise in presenting

facts and figures.

· Use active voice more

than the passive.

· Use action verbs to make

idea clear.

· Use of image building

words where necessary.

The 7c’s of effective communication: COURTESY

· Courtesy in a message implies that

the message should show the

sender’s expression as well as

respect the receiver.

· The sender's message should be

sincerely polite, judicious,

reflective and enthusiastic.

The 7c’s of effective communication: CORRECTNESS

· At the core of correctness is proper

grammar, punctuation and spelling.

· The term correctness, as applied to effective

communications also mean three

characteristics:

-> Use the right level of language.

-> Check the accuracy of figures, facts and words.

-> Maintain acceptable writing mechanics.

Strategies to apply seven C’s of communication

Emotions should be managed in a

conversation. If you are getting angry, you

have to calm yourself by:

* Speaking to the other person as if you were

not angry.

* Avoid the use of the word “you” - this avoids

blaming.

* Nod your head to assure the other person

that you heard him.

* Maintain eye contact with him.

https://www.youtube.com/watch?v=m2upjBWRrfUStop communicating ineffectively: Gardener misunderstanding

What was the

barrier?

https://www.youtube.com/watch?v=FK1G1Pho7Ls

https://www.youtube.com/watch?v=m2upjBWRrfUStop communicating ineffectively: the bear’s list

What was the

barrier?

https://www.youtube.com/watch?v=ixSUBl1WNxk

What was the

barrier?

And… what about us?

We must have:

SELF-AWARENESS

SELF-CRITICISM

SELF-EMPOWERMENT

Have a good communication!