2. WHAT IS
COMMUNICATION
• Basis for all Human Interaction
• A Dynamic Process.
• Facilitates Understanding
• Builds Mutual Trust
• Helps Plan, Strategize, Negotiate and
Manage Conflicts.

3. OBJECTIVES
s Understanding the Communication Loop
s Practicing Active Listening
s Developing Skills for Effective Communication
s Understanding ‘Feelings” in Communication
s Interpreting Non-Verbal Messages
s Enhancing Interpersonal Effectiveness
s Giving and Receiving feedback

4. COMMUNICATION - TYPES
Verbal Non-Verbal
Oral Written Sign Body
Language Language

5. VERBAL & NON-VERBAL
COMMUNICATION
Verbal (Words): 7%
Vocal (Tone): 38%
Non-Verbal
(Body Language): 55%

6. VERBAL COMMUNICATION
 Spoken word
 Written word
 Factors influencing speech (paralanguage)
– Same words have several meanings
– Volume & Pitch
– Tone or inflection
– Emphasis
– Speed
– Pause

7. NONVERBAL
COMMUNICATION
Confirm or deny the spoken word
 KINESIS
-- Eye contact
– Facial expression
– Gestures
– Touch
– Posture and body movement
– Dress
– Lifestyle
– Material possessions

8. NONVERBAL
COMMUNICATION
 Environment and artifacts
– Room décor, design, lighting, visual aids
 Habits
– being on time/late, rushing, meal times
 Distance
- space, distance between people
 Mannerisms

9. COMMUNICATION IN
PRACTICE
 Enthusiasm
 Confidence
 Well-groomed
 Attitude
 Style & Good Posture (Poise)
 Winning Smile/Being Pleasant
 Courtesy

10. IMPACT OF EFFECTIVE
COMMUNICATIONS
 Professional Advancement
 Social Advancement
 Increased Efficiency
 Better Relationships
 Improved Work Environment
 Clarity & Transparency
 Attitude Projection
 Pleasure
 Desired Action

11. BARRIERS TO EFFECTIVE
COMMUNICATION
• Different Perceptions
• Different Levels of Intelligence
• Unmatched Language
• Different Interests
• Poor Expression
• Inattention/Distrust
• Environment – noise, space, weather
• Past Experiences
• Bad Timing
• Hierarchical Inhibition
• Rapport and Pacing

12. Categorized Barriers for
Communication
 Personal/Human
– Emotions
– Biases
– Competencies
– Perceptual variations
– Sensual abilities
 Semantic
– Word interpretation
– Gestures
– Language
– Signs and symbols
 Technical
– Geographical distance
– Mechanical failures
– Time lags