Basic Communication Skills

Basic Communication Skills:

Basic Communication Skills Oye Its Finance

Communication - Meaning:

Communication - Meaning Communication is a dynamic process… through this process we convey a thought or feeling to someone else. how it is received depends on a set of events, stimuli, that person is exposed to. ‘how you say’ ‘what you say’ plays an important role in communication.

Process:

Process

TOTAL COMMUNICATION PROCESS:

TOTAL COMMUNICATION PROCESS

Communication is a Series of Experiences of:

Hearing Seeing Smell Touch Taste Communication is a Series of Experiences of

LEVELS OF COMMUNICATION:

LEVELS OF COMMUNICATION VERBAL Intra verbal: intonation of word and sound Extra verbal verbal: implication of words and phrases, semantics NON-VERBAL Gestures Postures Movements SYMBOLIC

COMMUNICATION:

COMMUNICATION 7% WORDS Words are only labels and the listeners put their own interpretation on speakers words 38% PARALINGUISTIC The way in which something is said - the accent, tone and voice modulation is important to the listener. 55% BODY LANGUAGE What a speaker looks like while delivering a message affects the listener’s understanding most.

ESTABLISHING RAPPORT:

Field of Consciousness ESTABLISHING RAPPORT

How do you go about Establishing Rapport?:

How do you go about Establishing Rapport? You need Self-Confidence You must Understand People You must be Enthusiastic You must make Eye Contact You must be Interested in them

TYPES OF BODY LANGUAGE Remember that you are dealing with “PEOPLE”:

TYPES OF BODY LANGUAGE Remember that you are dealing with “PEOPLE” (P)OSTURES & GESTURES How do you use hand gestures? Stance? (E)YE CONTACT How’s your “Lighthouse”? (O)RIENTATION How do you position yourself? (P)RESENTATION How do you deliver your message? (L)OOKS Are your looks, appearance, dress important? (E)PRESSIONS OF EMOTION Are you using facial expressions to express emotion?

Human Behavior:

Human Behavior Know your Goal Be Clear and concise about objective. Believe in what we are saying. Understand others and their behaviour . Do not hurt others’ self respect. Do not be arrogant or overconfident. Respect Feelings of Others Praise Others

Human Behavior:

Human Behavior Accept Mistakes. Think from long term perspective Overstatement and Understatement Be Positive Motivate rather than threat Time Management Don’t get stuck, come out Never Cross the limits

Barriers in Communication (that have to do with the COMMUNICATOR):

Barriers in Communication ( that have to do with the COMMUNICATOR ) Unwillingness to say things differently Unwillingness to relate to others differently Unwillingness to learn new approaches Lack of Self-Confidence Lack of Enthusiasm Voice quality Prejudice

Barriers in Communication (that have to do with the COMMUNICATOR):

Barriers in Communication (that have to do with the COMMUNICATOR ) Disagreement between verbal and non-verbal messages Negative Self Image Lack of Feedback Lack of Motivation and Training Language and Vocabulary Level Lack of Self Awareness

Barriers in Communication (that have to do with the RECEIVER):

Barriers in Communication (that have to do with the RECEIVER ) Selective Perception Unwillingness to Change Lack of Interest in the Topic/Subject Prejudice & Belief System Rebuttal Instincts Personal Value System Here-and-Now internal & external factors

External Barriers in Communication:

External Barriers in Communication Environment The venue The effect of noise Temperature in the room Mood Other People – Status, Education, competition Time

5 Basic reasons we Do Not Listen:

5 Basic reasons we Do Not Listen Listening is Hard Work Superiority Complex Overconfidence Disinterested Competition The Rush for Action Speed differences (120 wpm v/s 360 wpm) Lack of Training

Improving Listening Skills:

Improving Listening Skills By not being Preoccupied Being Open Minded & Non Defensive Minimizing Interruptions Effective Listening is: Hearing, interpreting when necessary, understanding the message and relating to it. By Asking Questions