Communication Skills: Communication Skills By : Gihan Aboueleish Learning Objectives: Learning Objectives What is Communication ? The Communication Cycle Impact of a message Styles of Communication What is a skill ? Why Communication ..? : Why Communication ..? Communication Miss-communication Communication Skills. Slide 4: What is Communication? The dictionary defines communication as a process by which information is exchanged between individuals through a common system of symbols, signs or behaviors. PROCESS OF COMMUNICATION : PROCESS OF COMMUNICATION Communication Cycle: Communication Cycle Sender Receiver Message Various Channel Feedback Types of Communication: Types of Communication Postures & movements Facial expressions Gestures Diction Clear Linguistics Tone Volume Rate Types Verbal Non - Verbal Words Voice Modulation Verbal Communication: Verbal Communication Words Use Simple Language (avoid jargon) Grammatically correct Avoid slang Be precise (avoid redundancy) Slide 10: Don’t Do I can’t do this… I can’t help you… I don’t know… I’ll check it for you… You don’t understand… You are wrong… Let me explain… I think… I suggest… Please listen to me.. I recommend… You will have to… In order to complete the process we will need to… Just a second… Hold on… May I place you on hold… “No” in the beginning of the sentence I am afraid... I would love to do it however… What? What did u say? Pardon Me… Could you please repeat… But However We can’t do… What we can do is… Slide 11: Facial Expressions Eye Communication 90% of our personal communication calls for involvement. Look at people for 5 to 10 seconds before looking away, it shows involvement. Smile It improves your face value !! Non – Verbal Communication Slide 12: Gestures Are you aware how you look to others? Find out your habits Find your nervous gestures Non – Verbal Communication Slide 13: Posture And Movement Stand Tall. The difference between towering and cowering is totally a matter of inner posture. It’s got nothing to do with height, it costs nothing and its more fun. Non – Verbal Communication Impact of a Message: Impact of a Message Impact of a Message: Impact of a Message - Slide 16: Aggressive communication Submissive communication Assertive communication Styles Of Communication Aggressive communication : Aggressive communication Those who communicate in an aggressive manner are generally perceived as selfish and unwilling to compromise. This style is usually linked to a desire to hurt others or exact revenge, or may reflect poor emotional development. It usually attacks the other person instead of expressing a need: Ex; "You never spend any time with me“ versus "I need to spend more time with you". Passive Communication: Passive Communication Passive communication is based on compliance and hopes to avoid confrontation at all costs. In this mode we don't talk much, question even less, and actually do very little. We just don't want to rock the boat. Passives have learned that it is safer not to react and better to disappear than to stand up and be noticed. Assertive communication: Assertive communication The most effective and healthiest form of communication. It's how we naturally express ourselves when our self-esteem is intact, giving us the confidence to communicate without games and manipulation. When we are being assertive, we work hard to create mutually satisfying solutions. We communicate our needs clearly. We care about the relationship and insist for a win/win situation. We know our limits and refuse to be pushed beyond them just because someone else wants or needs something from us. Surprisingly, assertive is the style most people use least. Situations: Situations Have a look at these situations and decide how... ...an aggressive person would react ...a passive person would react ...an assertive person would react? Situations: Situations You are trying to concentrate on some important work. However, a few of your co-workers are laughing and horsing around. What do you do? You are the head of your department. A young lady who works for you has started coming to work late everyday and is extremely moody. What do you do? Slide 22: What is a Skill? Skill is defined as a learned power of doing something competently. It is a developed aptitude or ability. Slide 23: Listening Skills An open ear is the only believable sign of an open heart. - David Augsburger Slide 24: Types of Listening Listening are of 3 types: Hearing Passive listening Active listening Slide 25: Be calm and collected at all times Be loud enough to be easily heard Use words with accurate diction & correct pronunciation Speak slowly and make use of pauses to stress important ideas. Important Details Slide 26: Use a confident tone and a level clear vocabulary. Be vibrant and enthusiastic – avoid a dull, monotonous tone. Know what you are talking about and accept the limitations of your knowledge. Important Details Slide 27:
Finally, remember that
is a multitude of skills. Also remember that skills can be learned and practiced. It is our hope that you are on your way to mastering the ART OF COMMUNICATION .
Slide 28: THANK YOU