Communication Skill


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Communication Skills


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Presentation Transcript

Communication Skills:

Communication Skills

Learning Objectives:

Learning Objectives What is Communication? What is a skill? The Communication Cycle Types Of Communication Impact of a message Proper voice modulation Styles of Communication

What is Communication? :

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.

What is a Skill?:

What is a Skill? Skill is defined as a learned power of doing something competently. It is a developed aptitude or ability.

A communication system normally goes through a cycle involving::

A communication system normally goes through a cycle involving: The sender The receiver The message The channel The feedback

Impact of a Message:

Impact of a Message

Communication is of 2 types::

Communication is of 2 types: Verbal Communication Words Voice Modulation Non - Verbal Communication Posture & Movement Gestures Facial Expressions

Verbal Communication:

Verbal Communication Words Use Simple Language (avoid jargon) Grammatically correct Avoid slang Be precise (avoid redundancy)

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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…

Verbal Communication:

Verbal Communication Voice Modulation Diction Tone Pitch Volume Rate

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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

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Gestures Are you aware how you look to others? Find out your habits Find your nervous gestures Non – Verbal Communication

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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 Non – Verbal Communication

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Aggressive communication Submissive communication Assertive communication Styles Of Communication

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Listening Skills An open ear is the only believable sign of an open heart. - David Augsburger

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Types of Listening Listening are of 3 types: Hearing Passive listening Active listening

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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

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Use a confident tone and a level pitch. Be vibrant and enthusiastic – avoid a dull, monotonous tone. Know what you are talking about and accept the limitations of your knowledge. Important Details

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Finally, remember that interpersonal communication 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 .

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