2. Importance
Regardless of the size of your organization – whether
it's a large corporation, a small company, or even a
home-based business –
you need good communication skills if you want to
succeed.
11/29/2011 Prepared by: Ravneet Jatana
3. Communication - Meaning
• Communication is a dynamic process…
• Through this process we convey a thought or feeling 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 important role in
communication.
4. Communication - Meaning
“Communication is a
skill that you can learn.
It’s like riding a bicycle
or typing. If you are
willing to work at it, you
can rapidly improve the
quality of every aspect of
your life”
– Brian Tracy
5. Communication: A Two Way Process
Thoughts/Ideas of a Speaker
Coded into Words
Words Spoken
Words Reach the Listener
Listener Processes the Words
Listener Reacts
Communication Begins
6. Understanding Communication
Process
Idea Understanding
Perception Perception
Sender Feedback Receiver
Encode Medium Decode
7. Whom do We Communicate With?
With Our Valued Customers With Family and Friends
With Colleagues at Work
8. How do we Communicate
• Talking • Listening
• Writing • Reading
• Sign • E-mail
Language
• Fax
• Watching
• Music
• Telephone
• SMS
• Billboards
• TV
• Appearance
• Chatting
9. How often we
Writing
9% Speaking
30%
Reading
16%
Listening
45%
10. In COMMUNICATION we use
7% WORDS
Words are only labels and the listeners put their own
interpretation on speakers words
38% PARALINGUISTIC
The way in which something is said - the accent, tone
and voice modulation is important to the listener.
55% BODY LANGUAGE
What a speaker looks like while delivering a message
affects the listener’s understanding most.
Source: http://mp.bsnl.co.in/course_material/e2e3/management1/PPT/Chapter02.Communication%20Skills.pdf
11. Body Language Indicators
The Eyes
The Mouth
Facial Signals
The Head
The Hands
The Feet
Greeting
Silence
Physical Contact
12. Why do We need to Communicate
Effectively
Organizational / functional: • Speeds up the
Greater information access organizational processes
and awareness
• Better focus on customer
Improves coordination:
requirements
Reduces logical gaps
• Generates a greater sense of
Encourages cooperation:
organizational commitment
Helps bring everyone in
mainstream
and involvement
Gives a direction: • A problem solving tool:
To tasks and activities • By clarity, preciseness and
Morale and empowerment feedback
• Decision making aid
13. Listening & Speaking
Listening takes...
Concentration and
energy
Curiosity and
open-mindedness
Analysis and
understanding
Speaking
requires…
Sharp focus
Logical thinking
Clear phrasing
Crisp delivery
15. Visible Positive Attitudes and Beliefs
• The attitudes you bring
to communication will
have a huge impact on
the way you compose
yourself and interact
with others.
• Choose to be
honest, patient, optimist
ic, sincere, respectful, an
d accepting of others.
16. Make eye contact
• Whether you are
speaking or
listening, looking into
the eyes of the person
with whom you are
conversing can make
the interaction more
successful.
• Eye contact conveys
interest, and encourages
your partner to be
interested in you in
return.
17. Be aware of what your body is saying
• Body language can
say so much more
than a mouthful of
words.
• Often, communication
can be stopped before it
starts by body language
that tells people you
don't want to talk.
18. Have courage to say what you think
• Be confident in
knowing that you can
make worthwhile
contributions to
conversation.
• The courage to say
what you think can
afford you the
opportunity to learn
more than you knew
before.
19. Practice
• Developing advanced
communication skills
begins with simple
interactions.
• Communication skills
can be practiced every
day in settings that
range from the more
social to the more
professional.
20. Develop effective listening skills
• Not only should one
be able to speak
effectively, one must
listen to the other
person's words and
engage in
communication on
what the other
person is speaking
about.
21. You can have brilliant ideas, but if
you can't get them across, your
ideas won't get you anywhere.
— Lee Iacocca
