Communication Skills Key Issues Communication Skills What is

Communication Skills �Key Issues

Communication Skills � � � What is Communication How difficult true communication is Modes of Communication Barriers of Communication What needs to be done for Good Communication

What is Communication � “Communication is transfer of information and understanding from one party to another party”

Communication Process Noise Sender Encoding Perception Selectivity Message Medium Feedback Receivers Decoding

Channel of Communication Sender Channels : Formal, Informal Receiver Message : Verbal, Non verbal Feedback: Verbal Non verbal Perception

Modes of Communication � � Verbal Non-verbal Communication

Verbal Communication Oral Face to face communication Telephone Advantages Promotes Feedback Easy to use Disadvantages Inaccuracies No Record

Written Communications • • Memos Publications, letters Advantages * Accurate * Record Disadvantages * Time Consuming

Non-Verbal communication Body Language * Facial * Gestures * Postural

Information Richness of Channels Information Channel Rich Information Richness Rich Face to face Telephonee Conversation Highest High Written Letters/memos (individually addressed) Moderate Formal written documents Unaddressed bulletins or reports Low Formal numeric documents (Printouts, budget reports) High Lean Communication

Impact of Communication Face to face context

Impact of Communication on Telephone Body Language * Facial * Gestures * Postural

“I know that you understood what I said, but I’m not sure if what you heard is what I meant”

Communication Barriers Barrier # 1 • Language – Choosing the right words • Coming up with the right words • More abstract the Concept the harder it is

Barrier # 2 • Culture & Beliefs • Unique characterestics both the message sender and receiver result in Difficult interpretation

Barrier # 3 • Way of Message Delivered • Non-verbal forms of Communication

Barrier # 4 Omission and Distraction

Barrier # 5 • Noise & Distraction

Improving Communicate Effectiveness • Encouraging two-way communication • Be sensitive to receiver’s perspective • Right Medium • Should develop listening skills v should Is it Clear? • Both follow-up • Message v Is it sent should have the following characteristics •