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Communication Skills By Sridevi Chaudhuri http://powerpointpresentationon.blogspot.com ESTABLISHING RAPPORT Field of How do you go about Establishing Rapport? •You need Self-Confidence •You must Understand People •You must be Enthusiastic •You must make Eye Contact •You must be Interested in them Communication is a Series of Experiences of Sme ll Hearin g Seein g Tast e Touc h Meaning of Communication The word ‘communicate’ comes from the Latin verb ‘communicare’ that means to impart, to participate, to share or to make common. By virtue of its Latin origin it is also the source of the English word ‘common’. Whatever is common is shared by all. Hence the sense of ‘sharing’ is inherent in the very origin and nature of communication. In communication we share ‘information’, i.e. something to tell, in whatever way we like, or as the situation demand. 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. SOCIAL ASPECT Communication is a social activity, it is the most important of all our activities as it has helped us to organize ourselves as a civilized society. All communication is based on, and is guided by role-relationships. Communication is essentially the ability of one person to make contact with another and to make himself or herself understood. In other words, communication is TOTAL COMMUNICATION PROCESS Success for YOU in the new global and diverse workplace requires excellent communication skills! The Communication Process Basic Model 5. Feedback travels to sender 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 6. Possible additional feedback to receiver 4. Receiver decodes message The Communication Process Expanded Model LEVELS OF COMMUNICATION •VERBAL • • oIntra verbal: intonation of word and sound oExtra verbal verbal: implication of words and phrases, semantics NON-VERBAL oGestures oPostures oMovements SYMBOLIC Barriers in Communication(that have to do with the COMMUNICATOR) •Unwillingness to say things differently •Unwillingness to relate to others differently •Unwillingness to learn new approaches •Lack of Self-Confidence •Lack of Enthusiasm •Voice quality Barriers in Communication(that have to do with the COMMUNICATOR) •Disagreement between verbal and nonverbal messages •Negative Self Image •Lack of Feedback •Lack of Motivation and Training •Language and Vocabulary Level •Lack of Self Awareness Barriers in Communication(that have to do with the RECEIVER) Selective Perception • •Unwillingness to Change •Lack of Interest in the Topic/Subject •Prejudice & Belief System •Rebuttal Instincts •Personal Value System •Here-and-Now internal & external External Barriers in Communication •Environment oThe venue oThe effect of noise oTemperature in the room •Other People – Status, Education •Time A Classic Case of Miscommunicatio n In Center Harbor, local people recalls the day when Mr. Walter (T.V. Star) steered his boat into port. Mr. Walter was amused to see in the distance a small crowd on shore waving their arms to greet him. He could barely make out their excited shouts: “Hello Walter, Hello Walter!” As his boat came closer, the crowd grew larger, still yelling. Pleased at the reception, Mr. Walter tipped his white captain's hat, waved back, even took a bow. But before reaching dockside, his boat abruptly jammed aground. The crowd stood silent. Mr. Walter suddenly realized what they'd been shouting: “Low water, low water!” Analysis of Flawed Communication Process Sender has idea Warn boater Sender encodes message Channel carries message Receiver decodes message “Low water!” Message distorted “Hello Walter!” Barriers That Caused Miscommunication • Frame of reference Receiver accustomed to acclaim and appreciative crowds. "water" and "Walter" sound similar. Receiver more accustomed to speaking than to listening. Barriers That Caused Miscommunication • Emotional interference •Language skills • Physical barriers •Listening skills Ego prompted receiver to believe crowd was responding to his celebrity status. Noise from boat, distance between senders and receivers. Which of these barriers could be overcome through improved communication skills? 5 Basic reasons we Do Not Listen •Listening is Hard Work •Competition •The Rush for Action •Speed differences (120 wpm v/s 360 wpm) •Lack of Training 4 Levels of Listening •The Non-Listener •The Marginal Listener •The Evaluative Listener •The Active Listener Improving Listening Skills •By not being Preoccupied •Being Open Minded & Non Defensive •Minimizing Interruptions •Effective Listening is: Hearing, interpreting when necessary, understanding the message and relating to it. COMMUNICATION •7% WORDS o Words are only labels and the listeners put their own interpretation on speakers words •38% PARALINGUISTIC o The way in which something is said - the accent, tone and voice modulation is important to the listener. •55% BODY LANGUAGE o What a speaker looks like while delivering a TYPES OF BODY LANGUAGERemember that you are dealing • (P)OSTURES & GESTURES with “PEOPLE” o How do you use hand gestures? Stance? • (E)YE CONTACT o How’s your “Lighthouse”? • (O)RIENTATION o How do you position yourself? • (P)RESENTATION o How do you deliver your message? • (L)OOKS o Are your looks, appearance, dress important? • (E)PRESSIONS OF EMOTION QUESTION S