Communication Skills

2. OBJECTIVES
 Introduction to communication skills
 Interpersonal communication skills
 Cross Culture Communication skills
 Assertive Communication skills

3. What is COMMUNICATION?
 Communication is an art of transmitting
information, ideas and attitudes from one
person to another.
or
 Communication is the process of meaningful
interaction among human beings.

4. Types of Communication Skills
There are two types of communications
1. Verbal Communication (Oral and written communication)
2. Non- verbal communication

5. Verbal and Nonverbal
communication
 Verbal Communication
A medium for communication that entails talking
using the spoken word, such as talking face-to-face, on a
telephone, or as a speech.
 Non Verbal Communication
Nonverbal communication is the process of
communication through sending and receiving wordless
cues between people. It includes all aspects such as eye contact, body language, facial expressions, gestures etc.
also become a part of the communicating process.

6. Oral Communication
 The term oral means anything “Pertaining to mouth”. The
words and the manner in which words are pronounced either
by the way of face to face communication or through some
mechanical or electrical device.

7. Written Communication
 The Communication in which the information is exchanged
in the written or printed form. It creates a record and can be
preserved.

8. Essentials of Communication
DOs
Always think ahead about what you are going to say
Use simple words and phrases that are understood by everybody
Increase your knowledge on all subjects you are required to speak
Speak clearly and audibly
Check twice with the listener whether you have been understood accurately or not
In case of an interruption, always do a little recap of what has been already said
Always pay undivided attention to the speaker while listening
While listening, always make notes of important points.
Always ask for clarification if you have failed to grasp other's point of view.
Repeat what the speaker has said to check whether you have understood
accurately.

9. Essentials of Communication
Don'ts
 Do not instantly react and mutter something in anger.
 Do not use technical terms & terminologies not understood by majority of
people.
 Do not speak too fast or too slow.
 Do not speak in inaudible surroundings, as you won’t be heard.
 Do not assume that everybody understands you.
 While listening do not glance here and there as it might distract the speaker
 Do not interrupt the speaker.
 Do not jump to the conclusion that you have understood every thing

10. Interpersonal Communication Skills
 Interpersonal Communication is a social process involving
understanding and transfer of information from one person
to others.

11. What is Interpersonal Communication Skill?
This is direct, face-to-face communication which occurs
between two persons. It is essentially a dialogue or a
conversation between two or more people.
Interpersonal communication may be:
Focused Interactions
Unfocused Interactions

12. Interpersonal Communication Skills
Interpersonal Skills are critical to good communication.

Let’s have a look at some great tips for better
interpersonal communication skills:
First Listen
Questions
Be Interested
Relax
Smile
Be Enthusiastic
Be Assertive

13. Uses of Interpersonal Communication
Most of us engage in some form of Interpersonal Communication on a
regular basis, how well we communicate with others is a measure of
our Interpersonal skills. Interpersonal communication is a key life skill
and can be used to:
Give and collect information.
Influence the attitudes and behaviors of others.
Form contacts and maintain relationships.
Make sense of the world and our experiences in it.
Express personal needs and understand the needs of others.
Give and receive emotional support.
Make decisions and solve problems.
Anticipate and predict behavior.

14. Cross Culture Communication Skills
What is Culture?
 Culture is the systems of knowledge shared by a
relatively large group of people.
 Culture is the lens through which we view the world.

15. Cross Culture Communication Skills
Definition
Cross-cultural communication, which is also
frequently referred as intercultural communication, is
a field of study that looks at how people from
differing cultural backgrounds endeavor to
communicate.

16. Why Cross Culture is important?
Business opportunities
Job opportunities
Sharing of views and ideas
Talent improvisation
An understanding of diverse market

17. Meanings of hand gestures in
different cultures
US= OK
RUSSIA=ZERO
JAPAN=MONEY
BRAZIL=INSULT

18. Cross Culture Communication Skills
 5 Key Points
1. Adapt to resolve awkward situations.
2. Learn foreign languages in oral communication.
3. Be aware of nonverbal messages in intercultural
communication.
4. Use plain and simple written messages in intercultural
communication.
5. Enrich communication skills among diverse workplace
audiences.

19. Assertive Communication
Definition
 An honest, direct and appropriate expressions
of one’s feelings, thoughts and beliefs.

20. Why Assertiveness is important?
 Assertive Communication involves respect for
the boundaries of oneself and others.

Assertiveness is the ability to express our needs
and rights, positive and negative feelings without
violating others rights and limits of others.

21. Assertive Rights
 You have right to be assertive.
 You have the right to request that others change
their behavior if they are infringing on your rights.
 You have the rights to use your time to answer
questions.
 You have the right to express your needs even if
they are illogical.

22. Goals of Assertive Behavior
 To get and give respect.
 To ask for fair play.
 To leave room for compromise when the needs
and rights of two people conflict.
 To communicate and develop mutuality in
relationships.

23. Assertive Behavior
 Involves respect, not deference
 Two types of respect:
 Respect for oneself
 Respect for the other person’s needs and
rights.