2. Presentation Layout
• Define.
• Process of Communication Skills.
• Types of Communication Skills.
• Levels of Communication Skills.
• Barriers of Communication Skills.
• Hearing Vs Listening.
• How to overcome Barriers of Communication
Skills.
• Essentials of Communication “Dos” & Don’ts.

3. Define
• The word ‘Communication’ is derived from Latin
word “Communes’ which means common. It is a
process of exchange of facts, ideas, opinions and a
means that individuals or organized share the
meaning and understanding with one another.

4. Qualities of
Communication
It is a process of exchanging –
•Exchange of Information
•Discussion of Ideas
•Sharing of Thoughts
•Expressing of Emotions
•Mutual Understanding
•Direct and Indirect Communication
•Continuous Process

5. Process of
Communication Skills
Message
Media
Decoding
Receiver
ResponseFeedback
Sender/Encoding

6. Types of
Communication
People communicate with each other in a number of ways that
depend upon the message and its context in which it is being
sent.
Types of communication based on the communication channels
used are –
• Verbal Communication
• Non-verbal Communication
Exercise- 1

7. Verbal Communication
• It refers to the form of communication in which message is
transmitted verbally.
• Communication is done by word of mouth and a piece of
writing.
• In verbal communication remember the acronym “KISS”KISS” (keep
it short and simple).

8. Non-verbal
Communication
• Nonverbal communication is the sending or receiving of wordless
messages. Such as gesture, body language, posture, tone of
voice or facial expressions, is called nonverbal communication.
• Nonverbal communication is all about the body language of speaker.
Nonverbal communication have the following three elements –
• Appearance
Speaker – clothing, hairstyle, neatness, use of cosmetics
Surrounding – room size, lighting, decorations, furnishings
• Body Language
facial expressions, gestures, postures
• Sounds
Voice Tone, Volume, Speech rate

9. Written Vs Oral Communication
Written Communication involves any type of message that makes use of
the written word. Written communication is the most important and the most
effective of any mode of business communication.
Oral communication implies communication through mouth. It includes
individuals conversing with each other, be it direct conversation or telephonic
conversation.
•Speeches, presentations, discussions are all forms of oral communication. Oral
communication is generally recommended when the communication matter is of
temporary kind or where a direct interaction is required.
•Face to face communication (meetings, lectures, conferences, interviews, etc.)
is significant so as to build a rapport and trust.

10. Some Advantages of Oral Communication are–
•It brings quick feedback.
•In a face-to-face conversation, by reading facial expression and body
language one can guess whether he/she should trust what’s being said or not.
Some Disadvantages of Oral Communication are–
•In face-to-face discussion, user is unable to deeply think about what he is
delivering, so this can be counted as a fault.
Advantages and Disadvantages of Oral
Communication

11. Advantages and Disadvantages of
Written Communication
Some advantages of written communication are:
•No need for personal contact - you can tell an employee he or she has to work
overtime through an email instead of face-to-face.
•Saves money - you can send an email instead of calling long distance.
•Written proof - provides written proof in case of a dispute.
Some disadvantages of written communication are:
•Delay in communication - it may take a while to get to the intended recipient.
•Lack of secrecy - once it's on paper, anyone can read it.
•Costly - if the sender and receiver are sitting next to each other, you still have
to spend money on paper or Internet service.

12. Level of Communication
Intrapersonal CommunicationIntrapersonal Communication
It is communication that occurs in your own
mind. It is the basis of your feelings, biases,
prejudices, and beliefs.
Examples are when you make any kind of
decision – what to eat or wear.
When you think about something – what you
want to do on the weekend or when you think
about another person.
Exercise- 2

13. Small Group communicationSmall Group communication
It is communication within formal or informal groups or teams. It is group
interaction that results in decision making, problem solving and discussion
within an organization.
Examples would be a group planning a surprise birthday party for someone.
A team working together on a project.

14. One-to-group communicationOne-to-group communication
It involves a speaker who seeks to inform, persuade or motivate
an audience.
Examples are a teacher and a class of students. A preacher and a
congregation. A speaker and an assembly of people in the
auditorium.

15. • Mass communication is the electronic or print
transmission of messages to the general public. Outlets called
mass media include things like radio, television, film, and
printed materials designed to reach large audiences.
• A television commercial. A magazine article. Hearing a song on the radio.
Books, Newspapers, Billboards. The key is that you are reaching a large
amount of people without it being face to face. Feedback is generally
delayed with mass communication.

16. 7 Barriers of
Communication Skills
• Physical Barriers.
• Perceptual Barriers.
• Emotional Barriers.
• Cultural Barriers.
• Language Barriers.
• Gender Barriers.
• Interpersonal Barriers.

17. Hearing Vs Listening
• Hearing – Physical process, natural, passive
• Listening – Physical as well, as mental process,
active, learned process, a skill.

18. Hearing empowers us and enriches our lives. Hearing enables us
to socialize, work, interact, communicate and even relax. Good
hearing also helps to keep us safe, warning us of potential danger
or alerting us to someone else’s distress.
Hearing helps us lead our everyday lives without
limitations.
•At Work Place.
•At Social Occasion.
•For Own Safety.
•Learning Time.
Value of Hearing

19. Value of Listening
• Listening to others is an elegant art.
• Good listening reflects courtesy and good manners.
• Listening carefully to the instructions of superiors improve competence
and performance.
• The result of poor listening skill could be disastrous in business,
employment and social relations.
• Good listening can eliminate a number of imaginary grievances of
employees.
• Good listening skill can improve social relations and conversation.
• Listening is a positive activity rather than a passive or negative activity.

20. Ending the Endless
Conversation
• To Busy executive few business situations are
more stressful than being trapped in a
conversation that should have ended minutes
earlier but didn’t.
• There lines that should bring a swift
conclusion to dialogues that have overstayed
their welcome.

21. Ending the Endless
Conversation Cont.…
1. You will have to get me out of this conversation.
If you frame the ending of the discussion as a favor they can do for you, most
people will be very happy to oblige.
2. Let me see if I can help you get where you seem to be going.
This is an interruption that both implies ‘I understand’ and ‘I can help you’. If
you promise to help them, few will mind the interruption.
3. Tell me what you think we should do
Most people prefer to talk about problems because it is easier than finding
solutions. It asks for a solution, and either forces the person to rise to the
occasion or rise to leave.

22. How to Overcome Barriers of
Communication
Effective
Communication skills
Body language
(Smile, Eye contact,
Gestures, tone)
Cultural
Sensitivity
Checking
for understanding
Summarizing
what has been said
Seeking
Participation
Effective Questions
Simple
Words
Connecting with
The audience
Exercise- 3

23. Effective Instructions While
Communication
1. It explains why you want something done:
• A good instruction is like a mission statement. It defines a
specify goal and the reason the goal is worth pursuing.
2. It defines an end result:
• A good instruction not only gets people started, it tells them
when to stop. Telling someone, ‘This report needs more work”
is a dangerously vague instruction.
• “When you get accurate projections and get Bob and Ted to
agree with them, show it to me again”

24. Effective Instructions While
Communication Cont.….
3. It explains specifically how you want the task done:
• A good instruction usually comes with a manual of proper
techniques and procedures. But the majority of people would
require a step-by-step procedure to really do the job right.
4.It provides a time frame:
• A good instruction comes with a deadline. “I need this” is
not as good as “I need this right away”.

25. Effective Instructions While
Communication Cont.….
5. It defines success and failure:
• A good instruction lets you know when you have
gone too far and when you have not gone far
enough.

26. Essentials of
Communication “Dos”
• Always think ahead about what you are going to say.
• Use simple words and phrases that are understood by every body.
• 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.

27. 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 every body 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.

28. Quirks of Communicating
1. Are you always far too busy.
If you need a moment of their time, they promise to fit you in real soon and
then they never do.
2. Do you seek advice and ignore it?
If you ask someone for advice and then, without explanation, ignore it, you
have wasted their time.
3. Do you argue too much?
An adversarial streak is valuable in a lawyer or negotiator employers and
clients will pay you handsomely to do their arguing for them.

29. 4. Are you Jekyll or Hyde?
Some peoples pride themselves on being able to work in turnouts spurts.
These are the Jekyll-and-Hyde types, who are emotionally up one day
and down the next.
5. Are you nervous, energetic or both?
People with too much nervous energy don’t energize their colleagues, they
just get on their nerves.

30. Four Trickery Communication
1. I understand your problem
This is the sweetest sounding sentence you can introduce into a
potentially tense situation.
2. I agree, but..
The gentlest way to defuse your opposition in a tense negotiation or
an in house test of wills is to agree with their position and then
cancel it out.

31. 3. Poke fun at yourself before they do
Self deprecation is the least offensive and least obvious way of
asserting yourself. After all, once you have a poked fun at yourself
there is no need for the other side to do so.
4. Blame the chair.
Since ego is at the root of nearly all these situations, whenever
possible do or say something to defuse your ego or theirs before
addressing the more substantive issues. One of the best
techniques is to depersonalize the situation, blame it on something
rather than someone.

33. CA. Sanjiv Nanda
Smarthead Consultants pvt. LtD.
NDR & Co. , Chartered Accountants
You Tube Channel :- Seek Expert Business Advice
Personal Id :- ca.sanjiv.nanda@gmail.com
Personal id ;- sanjiv.nanda@gmail.com
sanjiv.nanda@smartheadconsulting.com
https://www.youtube.com/channel/UCmmx2GFXeoF-DNtNjwnpYJA
https://www.facebook.com/ca.sanjivnanda919/