1. Communication Skills
Practical Guide

2. Communication Skills: Table of content
1. What is Communication?
2. Most common ways of Communication
3. Communication Goals
4. Importance of Communication
5. Communication Process Cycle
6. Needs of good Communication Process
7. How to be an Active Listener
8. Techniques to Improve Listening skills
9. Two basic types of questions
10. Improving Communication
11. Common Communication Mistakes
12. Causes of Communication Difficulties
13. Communication Failures can cause…
14. References

3. What is Communication?
• It is the process of sending and receiving information among people…

4. Most common ways of Communication
Communication
Vocal
Visual
Writing
Body Language

5. Communication Goals
Goals
To get and give
Information
To change
Behavior
To ensure
Understanding
To get Action
To persuade

6. Importance of communication
• To understand the others and to be understood as well,
We must use variety of communication techniques.
• The critical element of your career and your personal life
is your communication skills.
• Inspires confidence.
• Helps make friends.
• Develops a distinct personality.
• Reveals your ability to others.

7. Communication Process Cycle
Listen to
Understand
Understand before
speaking
Speak to be
understood
Seek
understanding
before proceeding
Repeat

8. Needs of good Communication Process
• (The Golden Key)
Being a good listener
• Listening vs hearing
• Organising your thoughts
• Knowledge
• Spontaneity in conversation
• Level of conversation
• Body Language
• Show vs Tell
• Participating in discussions

9. How to be an Active Listener
• Set the stage
• Ensure mutual understanding
• Understand body language
• Suspend judgment
• Behaviors that hinder effective listening
• Act distracted (look at your watch!)
• Tell your own story without acknowledging theirs
• Give no response
• Invalidate response, be negative
• Interrupt
• Criticize

10. Techniques to Improve Listening skills
1. PARAPHRASE:
Restate what was said in your own words.
2. SUMMARIZE
Pull together the main points of a speaker.
3. QUESTION
Challenge speaker to think further, clarifying
both your and their understanding.

12. Two basic types of questions
1. Closed questions:
• Get a one-word response and inhibit thought.
• Questions begin with who, when and which
2. Open-ended questions:
• Invite unique thought, reflection or an explanation.
• Questions begin with how, what and how come (not why!).

13. Improving communication
• Don’t use clichés
• Brevity
• Sincerity
• Don’t praise yourself
• Avoid argument
• Be tactful
• Silence
• Enunciation
• Clear, loud, syllables. Flexibility of tone

14. The Seven C’s of Communication:-
1. Clarity.
2. Conciseness.
3. Completeness.
4. Concreteness.
5. Correctness.
6. Courtesy.
7. Consideration.

15. The Four F’s required Good Communication:-
1. Focused.
2. Flexible.
3. Fast.
4. Friendly.

16. The FLOWER Formula
• F = Face the other person directly.
• L = Lean towards the speaker.
• O = Open your posture. Do Not cross your arm and legs.
• W = Watch the speaker. Maintain goof Eye-Contact.
• E = Energize your listening. Do Not stand or sit rigidly.
• R = Reals while you Listen. Avoid showing Tension.

17. The Kiss Formula
K = KEEP
I = IT
S = SHORT &
S = SIMPLE

18. Common Communication Mistakes
• Interrupting and Finishing others’ sentences.
• Not thinking clearly, Jumping to conclusion.
• Not responding to what others have said.
• Preparing our response before someone has completed speaking.
• Multitasking while listening.
• Filtering content or meaning based on the speaker.
• Speaking for others (we…).

19. Causes of Communication Difficulties
• Lack of Information and Knowledge
• Not Listening
• Not understanding fully and fail to ask questions
• Bad Mood
• Not understanding others’ needs.
• Not thinking clearly, Jumping to conclusion.

20. Communication Failures can Cause
• Loss of Business
• Mistakes, inefficiencies
• Lowered productivity
• Damaged person or company image
• Frustration, hostility.
• Loss of team spirit
• Conflicts and arguments
• Loss of friendship

21. References
• Kris Cole, Crystal Clear Communication : skills for understanding and
being understood, Synergy Books International
• David A. Whetten and Kim S. Cameron, Developing Management
Skills, Harpers Collins Publisher.

22. Any Questions ?
© PED| Alexandria University | Abd Al-Rahman Habiba

23. The End
Thank You
Abd Al-Rahman Habiba
© PED| Alexandria University | Abd Al-Rahman Habiba