Personality Development

1. COMMUNICATION SKILLS
Week 5

2. Communication process
• It is defines as simply the exchange
of messages by human beings. It is
the transmission of ideas from the
sender to the receiver through
channels.
• Communication is not complete if
there is no feedback or response
from the receiver back to the sender.

3. The Communication process

4. Segments in the
Communication Process
• The exchange of feelings and
attitudes in the communication
process is known as interpersonal
communication.
• As the communication process
continues, it becomes a
communication cycle.

5. Communication Barriers
1. Perceptual and Language
Differences
Perception is generally how each
individual interprets the world
around him.
All generally want to receive
messages which are significant to
them.

6. Communication Barriers
1. Perceptual and Language
Differences
But any message which is against
their values is not accepted. A same
event may be taken differently by
different individuals.

7. Communication Barriers
2. Information Overload
Managers are surrounded with a
pool of information. It is essential to
control this information flow else the
information is likely to be
misinterpreted or forgotten or
overlooked. As a result
communication is less effective.

8. Communication Barriers
3. Inattention
At times we just not listen, but
only hear. For example a traveler
may pay attention to one “NO
PARKING” sign, but if such sign is
put all over the city, he no longer
listens to it.

9. Communication Barriers
4. Time Pressures
Often in organization the targets
have to be achieved within a
specified time period, the failure of
which has adverse consequences.

10. Communication Barriers
4. Time Pressures
In a haste to meet deadlines, the
formal channels of communication
are shortened, or messages are
partially given, i.e., not completely
transferred. Thus sufficient time
should be given for effective
communication.

11. Communication Barriers
5. Distraction/Noise
Communication is also affected a
lot by noise to distractions.
Physical distractions are also
there such as, poor lightning,
uncomfortable sitting, unhygienic
room also affects communication in a
meeting.

12. Communication Barriers
6. Emotions
Emotional state at a particular
point of time also affects
communication. If the receiver feels
that communicator is angry he
interprets that the information being
sent is very bad.

13. Communication Barriers
6. Emotions
While he takes it differently if the
communicator is happy and jovial (in
that case the message is interpreted
to be good and interesting).

14. Communication Barriers
7. Complexity in Organizational
Structure
Greater the hierarchy in an
organization (i.e. more the number of
managerial levels), more is the
chances of communication getting
destroyed.

15. Communication Barriers
7. Complexity in Organizational
Structure
Only the people at the top level
can see the overall picture while the
people at low level just have
knowledge about their own area and
a little knowledge about other areas.

16. Communication Barriers
8. Poor retention
Human memory cannot function
beyond a limit. One can’t always
retain what is being told specially if
he is not interested or not attentive.

17. Written Communication
Communication skills

18. Written Communication
Some qualities of business writing are:
• Completeness
• Clearness
• Correctness
• Conciseness

19. Written Communication
Some qualities of business writing are:
• Courteousness
• Consideration
• Action
• Organization

20. Telephone technology
Telephone etiquette

21. Telephone technology
Communication is an important
part of our daily lives. Technology
has changed a lot of things, and the
advent of telephone and mobile has
meant that we put across our ideas
and thoughts without making an eye-
contact with others.

22. Telephone Etiquette
• Ask the caller, "May I know who I am
speaking to?"
• Avoid unnecessary jargon and
acronyms in your conversations.
• Use the caller's name in your
conversation.
• Practice good listening skills.

23. Telephone Etiquette
• Make sure you speak clearly and are
smiling as you answer the phone;
also identify yourself.
• Before placing a caller on hold, ask
their permission first and thank them.
• It is better to return a call than to
keep someone on hold too long. If the
phone rings back to you, you've kept
them on hold too long.

24. Telephone Etiquette
• Do not forget to return the call as you
promised.
• Do not permit the phone to ring into
the office more than three times.
• Always use a pleasant, congenial and
friendly tone.
• Never interrupt the person while
he/she is talking to you.

25. Telephone Etiquette
• Never engage in an argument with a
caller.
• Do not handle an unhappy caller's
concern openly at the check-in and
check-out desk.
• Do not make it a habit of receiving
personal calls at work.

26. Telephone Etiquette
• Do not answer the phone if you are
eating or chewing gum.
• Do not give the impression that you
are rushed. It is better to return the
call when you can give the person the
time they need to handle the reason
for their call.
• Learn how to handle several callers
simultaneously with ease and grace.

27. Telephone Etiquette
• Return calls promptly that have been
left on voice mail and voicemail.
• Learn how to handle several callers
simultaneously with ease and grace.
• Return calls promptly that have been
left on voice mail and voicemail.

28. Telephone Etiquette
• Always get the best number (and an
alternate) and the best time to have a
call returned to the caller, especially if
a manager or another team member
must return the call.

29. Telephone Etiquette
• Do not ever leave a message with
someone else or on an voice-mail
regarding details of a delinquent
account. Instead, leave a message
asking the person to call the
"Accounting Department."

30. Telephone Etiquette
• Smile when you answer your calls.
Even though the caller can't see it,
they'll hear the smile in your voice.
• Use a "telephone voice" in which you
control your volume and speed.
Speak clearly.
• Be enthusiastic and respectful.

31. Telephone Etiquette
• If there is a problem, be concerned,
empathetic, and apologetic.
• Thank the caller for calling. Ask them
to call again.
• Never eat, drink, or chew gum while
you are on a call.