2. COMMUNICATION
All communication has 3 goals …..
1. To ensure that the receiver understand
the communication exactly as the sender
intends it to be.
2. To generate a response… some action or
change in the knowledge and behavior of
the receiver.
3. To help build a bond between people.
3.
4. IMPORTANCE OF
COMMUNICATIONS SKILLS
• You motivate, explain or convince.
• You save time, your own and that of
others.
• People develop liking for you
• You are heard.
5. Your mirror image as a
communicator
Most important image that you communicate
is your own.
• Are you easily understood.
• Do you have pet habits like clearing your
throat before you speak?
• Do you ‘um’ or ‘er’ a lot?
• Do you flicker your eyes too much ?
• Do you nod your head too much ?
8. LISTENING SKILLS
We were given two ears but only one
mouth……
…….. This is because God knew that
listening was twice as hard as talking.
9. ACTIVE LISTENING
Traits of active listeners :
• Spends more time listening then talking.
• Does not finish the sentence of others.
• Does not answer questions with questions.
• Are aware of biases. We need to control them.
Contd. .....
10. Contd. ….ACTIVE LISTENING
• Never daydreams or become preoccupied with their
own thoughts when others talk.
• Lets the other speaker talk. Does not dominate the
conversation.
• Plans responses after the other person has finished
speaking …… NOT while they are speaking.
• Provides feedback, but does not interrupt incessantly.
• Contd. .....
11. THINGS TO REMEMBER
• If you are really listening intently, you
should feel tired after your speaker has
finished. Effective listening is an active
rather than a passive activity.
• When you find yourself distracting during
a listening session, change your body
position and concentrate.
12. Only about 25% of listeners grasp the central ideas in
communications. To improve listening skills, consider the
following
POOR LISTENER EFFECTIVE LISTENER
Trends to “wool-gather” with slow
speaker
Thinks and mentally summarizes,
Weighs the evidence, listens
between the lines
Subject too dry, ejects the
speaker.
Finds what’s in it for me / an
opportunity for learning
Gets Distracted easily Fights distractions, knows how to
concentrate.
Takes intensive notes, but the more
notes taken, the less value; has only
one way to take notes
Has 2-3 ways to take notes and
organize important information.
13. Contd. … POOR LISTENER AND EFFECTIVE LISTENER
Is always hyper, tends to seek and
enter into arguments.
Doesn’t judge until comprehension is
complete
Inexperienced in listening to
difficult material; has usually sought
light, recreational materials.
User “heavier” material to regularly
exercise the mind.
Lets deaf spots or blind words catch
his or her attention.
Interprets color words, and doesn’t
get hung up on them.
Shows no energy output. Holds eye contact and helps speaker
Along by showing an active body
state.
Listens for facts Listens for central ideas.
14. SPEAKING SKILLS..
• When speaking or trying to explain something, ask
the listeners if they are following you.
• Ensure the receiver has a chance to comment or
ask questions.
• Try to put yourself in the other person’s shoes –
Consider the feelings of the receiver.
• Be clear about what you say.
15. SPEAKING HINTS.. Contd…
• Look at the receiver.
• Make sure your words match your tone and body
language (Non verbal Behaviors).
• Change your tone and pace.
• Do not complicate what you are saying with too
mach detail.
• The listener looking confused, take a pause
16. There are three basic communication styles:
• Aggressive
• Passive
• Assertive
17. A COMPARISON OF VARIOUS COMMUNICATION STYLES
•
PASSIVE ASSERTIVE AGGRESSIVE
Definition
Communication
style in which you
put the rights of
others before
your own ,
minimizing your
own self worth
Communication style
in which you stand
up for your rights
while maintaining
respect for the
right of others.
Communication style
in which you stand
up for your right
but you violate the
right of other.
Implicatio
ns to
others
My feelings are
not important.
I don’t matter
I think I’m
inferior
We are both
important
We both matter
I think we are equal.
Your feelings are
not important.
You don’t matter
I think I’m superior
Verbal
Styles
Apologetic
Overly soft or
tentative voice
I statements
Firm voice
You statements
Loud voice.
Contd……
18. Contd. …A COMPARISON OF VARIOUS COMMUNICATION STYLES
Non Verbal Styles
Looking down or
away
Stooped posture,
excessive head
nodding
Looking direct
Relaxed posture,
smooth and
relaxed
movements.
Staring, narrow
eyes
Tense, clenched
fists, rigid
posture, pointing
fingers
Potential
Consequences
Lowered self
esteem.
Anger at self
False feelings of
inferiority
Disrespect from
other
Pitied by others
Higher self
esteem
Self respect
Respect from
others
Respect of others.
Anger from others
Lowered self
esteem
Disrespect from
others
Feared by others.
