Communication - The Basics

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A brief introduction to the basics of effective communication. This presentation is based upon excerpts from the book "Improve Your Communication Skills" by Alan Barker, as well as material sourced from various websites.

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Presentation Transcript

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A Presentation by Rajiv Bajaj Communication: The Basics

What is Communication ?:

What is Communication ? Dictionary Meaning: Source – www.dictionary.com com·mu·ni·ca·tion (noun) Pronunciation Key - [kuh-myoo-ni-kay-shun] 1. the act or process of communicating; fact of being communicated. 2. the imparting or interchange of thoughts, opinions, or information by speech, writing, or signs.

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3. something imparted, interchanged, or transmitted. 4. a document or message imparting news, views, information, etc. 5. passage, or an opportunity or means of passage, between places.

What is Communication ?:

What is Communication ? Derives from Latin word ‘Communis’ – Common / Shared. Until we have shared information with another person we have not communicated it. They have to see the information in the same way that we do. It is the process of shared understanding.

The 3 Levels of Understanding:

The 3 Levels of Understanding Communication creates understanding on three levels

Relationships:

Relationships Relationship – The BIG issue of Small Talk Foremost Reason for Communication: Creating Relationships 2/3rd of our conversation time – social topics: Personal relationships, who is doing what with whom, who is ‘in’ & who is ‘out’

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Robert Dunbar – Psychologist : Language evolved to allow us to gossip. Essential for our social, psychological & physical well-being. Fundamental quality of conversation – cannot be ignored !

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Gossip is good for us. Helps us to understand our own position. Helps us to relax & develop rapport. Failure to establish a relationship makes the conversation more difficult. First & Foremost – Develop Rapport !

What is Rapport ?:

What is Rapport ? The feeling that the other person is like us. A Pattern Matching process – Happens without words through : A mix of matching movements, body language, eye contact, facial expression, tone of voice.

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An instinctive process – through : Verbal behaviour – The words that we use contribute least to building rapport. Vocal behaviour – The tone of voice. Physical behaviour – Body Language – Seeing is believing !

The Communication Equation:

The Communication Equation What you hear Tone of voice Vocal clarity Verbal expressiveness 40% of the message What you see or feel Facial expression Dress and grooming Posture/ Body Language Eye contact Touch Gesture 50% of the message WORDS … ONLY 10% of the message!

How Do We Create Rapport ?:

Verbal – Match words – speak their language. Avoid talking about yourself. Avoid asking direct personal questions ! Don’t interrogate ! Find common grounds of interest. How Do We Create Rapport ?

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Vocal – Varying pitch / tone / pace – Softer, slow. Match ! Physical – Smile. Appear genuinely interested. Appropriate facial expressions. Match body action with words.

Information: Displaying Our Thoughts:

Information: Displaying Our Thoughts Having created a Rapport, we are now ready to share Information. Brain treats info like “bits of stuff”. We file, process, collate & record. Information is expected to be manageable. Too much of information = overload !

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Information changes shape each time we communicate. We all process info differently ! We have a capacity to misunderstand each other. We also have different perspectives on the same subject or problem – Different Angles.

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Information is never “out there”. It is always in our minds. It is the shape of our thinking ! It is constantly changing. It is what we create inside our heads ! Every time we communicate, it transforms itself as we filter it through our mental patterns in our own minds.

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Creating shared understanding means: Displaying information in a form that the other person can recognise. Simplifying it helps. Communication is never a matter of passing on Information.

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It is a matter of creating meaning out of it, and then sharing the meaning. How do we create meanings ? By turning the information into ideas. Failure to understand = Failure to Communicate.

Action: Influencing by Ideas:

Action: Influencing by Ideas Final reason for communication – To promote action. The key to effective action is not accurate information, but persuasive ideas. An idea = A descriptor (Something said / written about something).

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A name is not an idea. To convert them into ideas we have to say something about them- NAME IDEA Profit Analysis shows an upturn in profits. Asian Market has become unstable. We have created sentences using the idea. Simple !

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An idea is any thought that we can express in a sentence ! They are the currency of communication. When we communicate, we trade in ideas. Like currency, they have changing values – some become more valuable, some less so. We judge quality of an idea by how meaningful it is.

Conversation – Heart of Communication:

Conversation – Heart of Communication The main way of trading ideas. They are the way by which we create meanings. Most important means of communication that we possess. It is flexible & dynamic.

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Every organisation is a network of conversations. That’s all it is. Without effective conversation it cannot operate ! All other forms are simply conversation variants.

Communication : 2-way Process:

Communication : 2-way Process Communication skills involve: Listening to others - Receiving Asserting/ Expressing - Sending SENDER (message) RECEIVER sender receiver Barriers

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Communication : The Flow Sender Receiver Message Feedback Channel Perception Delivery Formulating Response Understanding

Effective Communication Skills:

Effective Communication Skills Effective Communication Skills Eye Contact & Visible Mouth Body Language Some Questions Encouragement to Continue Silence Summarising what Has been said Check for Understanding Smiling Face / Appropriate Expression

Barriers to Effective Communication:

Barriers to Effective Communication Barriers to effective communication Noise Distractions Put downs Lack of interest Disability Discomfort with the topic Distance Too many Questions Other people Time Language Cultural Differences

Listening Effectively:

Listening Effectively Active listening = Attending skills (being ready) Attend to immediate needs (if you need to finish something before giving your full attention) Being available Eye contact Attentive posture Concentration

Apply Following Techniques:

Apply Following Techniques Open the door to further communication Invitations Questions Encouragement Empathetic Silence

Questioning Skills:

Questioning Skills Open Ended Questions Closed Questions Paraphrasing Check for Understanding

Using Your Voice : Do you -:

Using Your Voice : Do you - Become loud when angry or upset ? Speak faster when nervous ? Speak slowly when tired or bored ? Have a cheerful voice ? Have difficulty in maintaining a warm and understanding tone of voice ? Find it easy to talk to people you don’t know ?

Using Your Voice : Do you -:

Using Your Voice : Do you - Control your tone in most situations ? Sound bossy, weak or unsure ? Have a clear and easy-to-hear voice ? Speak in a very formal or very casual or trendy manner ? Think about how you might modify your voice in certain situations.

Get your Emphasis Right !:

Get your Emphasis Right !

Body Language for a Positive Result :

Body Language for a Positive Result Actions speak louder than words. Be Attentive. Smile, even if you are in a bad mood. Shake hands if appropriate. Lean forward – show interest. Be aware of cultural differences .

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End of Unit 1 Questions ?

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