Communication Skills
Communication Skills
Communication Skills
Good
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Types of communication
Speaking
Writing
and
Listening
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Employers preference
Good Most
communicators
important skill is communication and college students dont communicate well correlation between communication & income
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Employees High
attentively
Performance
send /receive communication a. process information b. give and take orders c. speak over telephones d. oral & written messages
Purpose of communication
Essential Enables To
human beings to work together perform management functions directing coordinating staff, plan & control
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communication
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Inter-operational communication
All To
implement business operating plan: a. manufacture products b. provide service or c. sell goods
Forms
of internal operations
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giving orders
Telephoning,
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Advertising
1. Radio / television messages, 2. News paper and magazine advertising, 3. Website and advertising; and 4. Display material at the point of
purchase.
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environmental Messages
friendship of its products and facilities display the companys etiquette a. has the human effect b. clarity, warmth & understanding
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success depends upon external contacts to satisfy customers & distribution of goods
Production
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Personal Communication
Non-business
feelings
Attitudes
spending much time with friends in work place affects the success of business
Personal Communication
Employees
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Communication network
Complex Flow
is mainly downward
Upward
top
Formal network
Like
Maintains Most
Formal
Internal flow
information records orders instructions e-mail,
by reports
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External flow
Directed Sales
presentations
Advertising
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Informal network
Parallel Like
Thousands
place
Does Ever
not follow any set pattern changing linking all relationships networks consisting of group 4/28/12
Complex Smaller
amount of business communication depends on: business require little communication business needs more communication location / single4/28/12 location
Small
Large
Multiple
Process of communication
A B
This i.e.
process takes place in separate actions but simultaneously one is sending, another is receiving
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Forms of message
Gestures Facial
expressions
words
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Sensory world of B
When It
the message enters the sensory world of B picks up noise through the senses of:
1. sight 2. hearing 3. Smell 4. taste and 5. touch
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Process in Bs mind
1. filters the message through his unique
mind
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Message
is picked up
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Filtering Process
The
contents of B's mind filter the message received. The contents include: 1.all the experience of B 2.knowledge
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mind reacts to the meaning to the message received to react meaning is strong B may react by:
Begins If
Written communication
Creative
Communication Process
is well thought
: in a few days : perhaps in days, weeks or
months
Some
cycle
gestures
Non-verbal communication
b. It communicates itself.
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as worry.
Cross-cultural
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Body language
Our
body senses non-word messages through : Arms Fingers Expression gestures (physical movements of the arms, legs, head etc.,),
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1. 2. 3. 4.
Body language
We
convey certain meanings to others. convey certain meanings to us in return. networking of emotions in our body reflect: face and eyes, gestures,
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Others Inner
1. 2. 3.
Body language
Gestures More
louder messages will have more gestures. appearance - clothing, hair, jewelry, cosmetics, etc., also communicate. sure your appearance fits to the situation.
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Physical
Make
Space
Space Your The
is another type of nonverbal language. culture constructs the space language. four types of space are:
intimate : physical contact to 18 inch personal: 18 inch to 4 feet social public
: 4 inch to 12 inch
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Time
How Do Do
do manage your daily time schedule. you prioritize your telephone calls? you prepare agenda for your meetings? people tend to view time as linear and always moving ahead. People in e.g. English
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Monochromatic
Para language
You
Counting
one to ten with different emotional state viz. anxiety, anger or 4/28/12
Para language
1. 2. 3.
.Degrees
of consistency between what and how someone says 4/28/12 something conveying meaning.
Pursuant to our discussions of February 3 in reference to the L-19 transistor, please be advised that we do not presently in receipt of the above-mentioned item but expect to have it in stock within one week. Enclosed herewith please find a brochure regarding the said transistor as per your request. 4/28/12
Appreciate Use
for being approached in a personal way. the word you, your, yours, whenever you can. I, we, me, my, or mine. begin a letter with I or we.
4/28/12 using you is not enough.
Avoid
Never
Merely
You attitude
You
You will be happy to learn that now there will be a department store in a central locality where you can purchase almost anything you and your family wants. You can step into the childrens department where Chacha Friend, will amuse 4/28/12 children your
Listening
Listening
talking
Listening
Listening involves how we sense, filter and retain the incoming message of us do not listen well
4/28/12 effort to improve your mental
Most Be
Take
involves:
Listening
Sensing
You
can sense the deteriorated spoken words: with the ability to sense sounds and being attentive. well our ears can pick the sounds? aids can reduce the 4/28/12 difference.
1. 2.
.How
.Hearing
Filtering
Filtering It
is the process
Meaning
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Remembering
Remembering
our listening.
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alert and free yourself to pay attention. on your mental filtering. try to remember. from the speakers viewpoint.
Concentrate Think
Consciously In
Ten commandments
Stop Put
Show
listen
Remove Emphasis Be
Hold
The
1.
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Qualifications
Qualifications
to do it?
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the number of persons to seek employment the current customers to repeat purchase the products or services and avoid legal action for discrimination
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Can
Cost of recruitment
Release
Processing Hiring
interviewers
Arrangement Issue
Training Place
of posting
Establishing
information
Controlling Evaluating
needs of:
1. the employers and 2. the applicant
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Develop
you skill in role playing and have feed back the essential job requirements the physical environment suitable for interview
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Determine Arrange
alert to fair and equal employment considerations your action that allow for time efficiency candidates qualifications as they relate to the demands of the job
Plan
Explore
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interview should be free from stress the feeling of discrimination relationship when appropriate listening to what is said
Avoid
Enhance Actively
Compliment Continue
Funnel approach
Use
funnel approach to gathering information the applicant to talk freely and responsively. the following procedure to penetrate into the sensitive and personal area quickly.
1. Move the questioning from general to the
Encourage Use
specific.
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Open-ended questions
Begin
with what, how and why to get appropriate reply from the applicant For example:
1. What were some of your more challenging
did?
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response
Use
Answers No
personality?
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Control
Do
not ask questions in rapid succession interview should be a planned event the information obtained properly there is no planning, the following may occur:
1. The data will be obtained at random 4/28/12
The
Sort If
Closing
The
interviewer should thank the interviewee and ask the applicant anything he would like to tell or express Then the interviewer presents information about: job / benefits applicant will now feel that he was fully heard and fairly treated 4/28/12
Can
the The
In
business, you spend more time in talking than in writing of your oral communication will be informal some of them will be formal. For example:
1. while you are in meetings 2. handling telephone calls 3. Dictation
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Most
However,
Most You
Informal talking
qualities
2. assess your ability and 3. work to overcome the shortcomings
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Difficulties in expression
You You You
become frustrated in trying to express yourself. become more and more emotional and become frustrated. experience non-verbal symbols / physical symptoms such as:
1. redness in the face
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You
Process of speech
As
When
you matured, words have greatly reduced the frustrations of the past.
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Definition of talking
Talking
is the oral expression of knowledge, viewpoints and emotions through words. may think about the best and the worst speakers you can imagine. This contrast should give you the qualities of good talking.
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You
Voice quality Speaking style Word choice and Adaptation Courtesy in talking
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Voice quality
Helps It
involves pitch, delivery speed and volume the quality of your voice it with what experience tells you is good Then correct the shortcomings.
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Study
Compare
Style
Style
style of speaking makes you unique your talking and the image it projects
Analyze Modify
Word choice
Respect
Select
the appropriate words in your listener vocabulary the morality and courtesy you intend
Deliver
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Adaptation
Adaptation
the listener
It
The
combined effect of words, voice and style to deliver a good talking is called adaptation
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Courtesy in talking
Good
talkers are:
treated by others
4. dont attempt to dominate 5. encourage others to make their voices
heard
6. practice courtesy in their voices
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Conducting meetings
Meetings Business
involve oral communications meeting will range from extreme formality to extreme informality and committee meetings will be formal will involve communication a meeting, you will be either a 4/28/12
Conferences Meetings In
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the talker as long as they are contributing they stray - step in. the discussion it tactfully. into the next topic.
When Do
Summarize Move
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them to participate
Show
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Control time
Announce End
time goal
discussions at the appropriate time in advance how much time needed for each item
Determine
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Summarize appropriately
Summarize
key item
Call
for a group vote, if group decision is required the progress made at the the review
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Summarise
end
Summarise Keep
the minutes
Persuasion
Change
Approach
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Persuasive requests
Convince Or
the reader
else Reader will reject your request an interest in the readers or induce him/her to read. mind
Create Incline
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Persuasive sales
Persuasive
request
b. Have a slow or deliberate approach c. The reader should grant you the d. You need to present the facts
request before you make the request convincingly with logical reasoning to support writing 4/28/12
Planning Persuasion
Plan
these objections
with imagination.
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Persuasive approaches
Persuasive
approaches can be
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Persuasive approaches
The
reader may
Gain attention
Persuasive
uninvited
The The
writers have to encounter the resistance of the reader reader may throw your persuasive message to the dust bin gain the attention in the beginning
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Hence
reader may not agree to your persuasion need to shape him or creative mind
Imagination Some
statements arouse mental activity and might offer benefit to the reader
4/28/12 a. While you and I heartily dined last night,
Examples:
Presenting persuasion
A
You are trying to penetrate a neutral or You need to pay careful attention to the:
meanings of your words and clarity of expression.
Present
The
request can end the message or to be followed by more persuasion. * with a reminder of the appeal is also good. *
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Ending
with words that set-up strategy to gain attention. the strategy of persuasion using:
a. persuasive language and b. you-view-point.
Present
You
can request clearly and without negatives at the end of the message or after the words that recall the
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message bad persuasion efforts: first message is direct and weak in persuasion. is dull. statement is little more than the announcement.
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The It
Opening I
efforts:
It
beginning sentence continues this appeal and holds the attention. next sentences explain the services quickly and interestingly.
4/28/12 presents a you-view-point writing
reader learns what he will get or benefits (profits, efficiency, cost cutting). message also drives for action. last sentence highlights the main benefit - making money. post note courteously express how you can unsubscribe suggests the writers good intentions.
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The The A
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Introduction
Making
Speaking Improve
before others is not comfortable public speaking techniques and practice. the topic for presentation topics based on:
Determine Select
a. your knowledge
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research
1. experiences or ideas 2. research in library 3. company files 4. on-line network 5. consult people in your own company and 6.
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other companies.
Greetings
The
Examples
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Organise information
Follow
Organize
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Introduction
Gain
2. Arouse interest in the minds of your 3. Gain and hold the attention of your
audience.
Many
opening possibilities
Introduction (contd.)
Quotation,
questions and so on
response
3. Use startling statements to present facts &
Example: Last year, right here in our town, in your homes, there were thefts over several lakh of rupees and most of you did nothing
Introduction (contd.)
Opening
subject
1. Tell your audience the theme of your
speech.
2. Skip if your audience know what you are
going to stay
When
early
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Body
Organize
most speeches by
factors
1. Divide your entire speech into comparable
parts.
2. Further divide the parts as practicable. 3. While you speak, use factors instead of
Body (contd.)
Divide There
must be clear transition between transitions. may miss while you shift / transit from one part to another
Listener
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Conclusion
You
must conclude
Conclude
with important points what you spoke will make your speech effective
Conclusion End
your speech:
Presentation Methods
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methods.
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Extemporaneous presentations
More
popular and effective method natural to the listeners the speech thoroughly as notes to present your speech
Sound
Prepare
outlined
Prepare Rehearse. Ensure
mind
Memorizing
Memorizing Memorizing
skill
You
memorize words than its meaning confused when you miss a word
Become Few
Reading
Reading The A
is not well received by the audience audience think that they are insulted CEO or a head of a government will read from a carefully prepared speech read the text of the speech in a dull monotone
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Some
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Effective speaker
Analyze You The
your self as a speaker for a good speech are the part of the message audience listens to not only your words they see in you may affect your intended evaluate your personal effect on your speech 4/28/12
What
Hence
Confidence
Have You You
confidence in you
must have confidence in your audience must earn the confidence of your audience by:
1. Projecting a right image 2. Preparing your presentation diligently 3. Practicing your presentation thoroughly 4. Talking in a strong clear voice 4/28/12
Sincerity
Sincerity Convey If
is valuable to conviction
your sincerity to your audience insincere audience may not believe you of sincerity is rarely successful
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Pretense
Thoroughness
Through Hurried
or scanty presentation is
disliked
Impress Makes Avoid Leave
that time and care have been taken the presentation believable too many details
Friendliness
Friendliness
has significant
advantage
Helps How
1. Do a thorough self-analysis 2. Watch as you practice speaking 3. Develop interest and be original in
thinking
4. Be enthusiastic,
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Audience analysis
Analyze
speak
Receive Adjust Facial
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Introduction
Your audience see what surrounds you stage, lighting need to improve the following six factors: communication environment
1. Stage 2. Lighting 3. and the like
You
The
Your
Communication Environment
While
Dress
1.
2. occasion
Be
Use
Your posture
You
are not seeing your posture yourself audience sees your posture from whether your posture needs improvement. speaking before a mirror your body weight
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Your Find
Practice Watch
yourself on a video
Distribute
poised, alert, & Communicative bearing all the above acts naturally danger in artificial posture
Great
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Facial Expressions
Unconscious A
facial expressions may convey unintended meanings frightened speaker tightens his jaw unconsciously and begins to grin messages can be expressed through a:
1. smile 2. grimace (twisted expression on a persons
Clear
Gestures
Gestures Gestures
have no definite or clear-cut meanings. have vague meanings, but they do communicate.
1. Use a clenched fist to show defiance
Examples
(bold disobedience)