basic communication skills


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Basic Communication Skills


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Presentation Transcript

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بسم الله الرحمن الرحيم) )

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What is the Key Player organ in the body ?? It’s BLOOD The Key Function of Blood is COMMUNICATION

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The Basic Communication Skills Prepared & Presented By Dr. Rabie Hussen

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What we aim to understand ?? To understand the process of communication as an important constituent of the professional effectiveness. To Diagnose and remove all barriers to effective communication. To improve the interpersonal communication skills.

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Agenda 1- Communication (overview). 2- The Process of Communication. 3- Improvement of communication skills. 4- Summary & Close. -------------------------------------------------------------- Time: about 60 minutes. Discussion: Open (Feel free). Mobiles: silent.

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1- Communication (overview)

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Definition of Communication Communication is a process of exchanging messages between senders and receivers via certain channels with consideration of messages are being understood as intended by senders.

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Communication (overview) 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 that person is exposed to. How you say what you say plays an important role in communication.

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Communication (overview) Communication is a process that allows organisms to exchange information by several methods. Communication requires that all parties understand a common language that is exchanged. The ability to communicate well helps all of us in many situations; in our society and in our business.

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Communication (overview) Importantly, effective communication skills are vital in a professional environment. More problems are most likely caused by poor communications than by anything else. These problems lead to lost revenue and unproductive time.

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Communication (overview) The purpose of communication is to deliver your message to others clearly and simply. Doing this involves effort from both the sender of the message and the receiver.

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Communication (overview) Process of communication can happen with many errors, with messages often misinterpreted by the receiver. When this isn't detected, it can cause serious confusion, wasted efforts and missed opportunity. In fact, communication is only successful when both sender and receiver understand the same information as intended.

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Communication (overview) By successfully getting your message across, you convey your thoughts and ideas effectively. Un successful sending will cause a communications breakdown and creating roadblocks that stand in the way of your goals (either personally and professionally).

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Communication (overview) In a recent survey of recruiters from companies with more than 50,000 employees, communication skills were cited as the single more important decisive factor in choosing managers. The survey, conducted by the University of Pittsburgh’s Katz Business School, points out that communication skills, including written and verbal presentations, as well as an ability to work with others, are the main factor contributing to job success.

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Communication (overview) In spite of the increasing importance placed on communication skills, many individuals continue to struggle, unable to communicate their thoughts and ideas effectively (either in verbal or written format) . This inability makes it nearly impossible for them to compete effectively in the workplace, and stands in the way of career progression.

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Communication (overview) Getting your message across is paramount to progressing. To do this, you must understand what your message is, what audience you are sending it to, and how it will be perceived. You must also weigh-in the circumstances surrounding your communications, such as situational and cultural context.

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Communication (overview) Keep asking yourself the following: Why I want to communicate?? (Objective) What I want to Communicate?? (Message). How I want to communicate?? (Channel). Who I want to Communicate with?? (Receiver). When and Where I should communicate?? (Context).

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2- Process of Communication

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Process of Communication Process of communication consists of: Sender, Encoding, Filtering. Message, Channel. Receiver, Decoding, Filtering, Feedback. Context.

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Process of Communication Key Terms: Sender: is the originator of a message. Encoding: the act that begins the communication process. Filtering: the altering of a message as it passes through the personalities of either the sender or the receiver; filters are parts of either the sender or the receiver.

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Process of Communication Key Terms: Message (stimulus): is the information (data, idea, though, etc.) that you want to communicate. Channel: is the medium through which message is transmitted.

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Process of Communication Key Terms: Receiver: is the one who receives the message. Decoding: the process of understanding a message (a stimulus). Feedback: is the clarification done by both sender and receiver to ensure the right transmission of the communicated message.

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Process of Communication Key Terms (continue): Noise: anything that changes or interferes with the message but is not a part of either the sender or the receiver. Common language: words, expressions or symbols that are defined and accepted by a specific group. Context: The situation in which your message is delivered.

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Process of Communication Communication begins with the sender encoding a message and ends with the receiver decoding the message. Between these two end points, the message passes through the filters of both sender and receiver and through the external noise. Filters and noise can interfere with effective communication.

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Sender Receiver Encoding Filtering Decoding Filtering Message N O I S E S Channel Channel Feedback Process of Communication Idea Action Context

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Process of Communication The Sender (Source of message): As the source of the message, you need to be clear about why you're communicating (the objective), and what you want to communicate (the message). You also need to be confident that the information you're communicating is useful and accurate. The message (Stimulus): The message is the information that you want to communicate.

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Ways to Send a message Speak Talk Say OBJECTIONS Body Language Write Draw Appearance Signs Visual aids

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Process of Communication Encoding: This is the process of transferring the information you want to communicate into a form that can be sent and correctly decoded by the receiver. Your success in encoding depends partly on your ability to convey information clearly and simply, but also on your ability to anticipate and eliminate sources of confusion (for example, cultural issues, mistaken assumptions, and missing information). A key part of this is knowing your audience; failure to understand who you are communicating with will result in delivering messages that are misunderstood.

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Process of Communication Channel: Messages are conveyed through channels; (verbal channels as face-to-face meetings, telephone and videoconferencing) and (written channels as letters, emails, memos and reports). Different channels have different strengths and weaknesses. For example, it's not particularly effective to give a long list of directions verbally, while you'll quickly cause problems if you criticize someone strongly by email.

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Process of Communication Decoding: Just as successful encoding is a skill, so is successful decoding (involving, for example, taking the time to read a message carefully, or listen actively to it). Just as confusion can arise from errors in encoding, it can also arise from decoding errors. This is particularly the case if the decoder doesn't have enough knowledge to understand the message.

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Process of Communication Receiver: Your message is delivered to individual members of your audience. No doubt, you have in mind the actions or reactions you hope your message will get from this audience. Keep in mind that, each of these individuals enters into the communication process with ideas and feelings that will influence their understanding of your message, and their response. To be a successful communicator, you should consider these points before delivering your message, and act appropriately.

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Ways to Receive a message Touch Hear Listen Smell Watch See Observe Taste Touch

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Process of Communication Feedback: Your audience will provide you with feedback, verbal and nonverbal reactions to your communicated message. Pay close attention to this feedback, as it is the only thing that allows you to be confident that your audience has understood your message. If you find that there has been a misunderstanding, at least you have the opportunity to send the message a second time.

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Process of Communication Context: The situation in which your message is delivered is the context. This may include the surrounding environment or broader culture (i.e. corporate culture, international cultures, etc.).

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Sender Receiver Encoding Filtering Decoding Filtering Channel Process of Communication Idea Action Speak Write Act Draw Listen Read Observe See Feedback Context

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Barriers to Communication During the process of communication, many Barriers can change or reduce the quality of the transmitted message. Overcoming the these Barriers improve the quality of communication.

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Barriers to Communication Types of Barriers. Physical Psychological Poor Health. Noise and Sounds. Unsuitable Temperature. Distraction. Lack of Concentration. Attitude and Bias. Lack of self-discipline. Low Emotional state.

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Removing the Barriers Barriers reduce or change the quality of the transmitted message. Removing the Barriers improve the quality of communication.

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Removing the Barriers To deliver your messages effectively, you must remove all the barriers that exist in each of these stages of the communication process. If your message is too lengthy, disorganized, or contains errors, you can expect the message to be misunderstood and misinterpreted. Use of poor verbal and body language can also confuse the message.

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Removing the Barriers Barriers in context tend to stem from senders offering too much information too fast. When in doubt here, less is oftentimes more. It is best to be mindful of the demands on other people’s time, especially in today’s ultra-busy society. Once you understand this, you need to work to understand your audience’s culture, making sure you can converse and deliver your message to people of different backgrounds and cultures within your own organization, in your country and even abroad.

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How to Overcome the Barriers?? Focus on the following: Sender side Receiver side Make your message clear and simple. Be to the point (objective). Use understandable language. Ask for Feedback to ensure receiving. Be Alert. Concentrate and focus on message. Listen Actively and clarify. Observe Body language. Write notes if required

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Flow of Communication Downward: from superiors to employees. Upward: from employees to superiors. Lateral: from employee to another.

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Types of Communication Verbal (oral) (90%) Non-Verbal (10%) Spoken Language. Body Language.

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Segments of Verbal Communication Sending = 39% Receiving = 61% Reading 16% Writing 9% Speaking 30% Listening 45%

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Medium of Communication Media T.V. - Radio Oral instructions E-mails Company circulates Memos Litters In-house magazines

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3- Improvement of Communication Skills

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Effective Communication To be an effective communicator and to get your message across without misunderstanding or confusion, your goal should be to lessen the frequency of these problems at each stage of this process with clear, simple, accurate and well-planned communications.

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Effective Communication 1- Plan your Communication: - Maintain clarity of objective (ask why?). - Maintain clarity of message (ask what ?) 2- Choose the suitable medium: - Face to face, phone, E-mail, ..ect. - Common understandable language. - Suitable style.

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Effective Communication 1- Remove all the Barriers which can cramp effective communication. 2- Active Listening: Listen, make effort to understand, reflect understanding, draw conclusion but don’t jump to conclusion. 3- Feedback: Chick for accurate receiving of message, chick for actions related to message, modify message if required.

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4- Summary and Close

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Sender Receiver Encoding Filtering Decoding Filtering Message N O I S E S Channel Channel Feedback The Communication Process Idea Action Context

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James Humes American lawyer, speaker, Author. “ The art of communication Is the language of Leadership “

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Peter F. Drucker American management consultant, Author. “ The most important thing in communication is to Hear what isn’t being said “

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Thomas J. Peters American management consultant, Author, Trainer. “ Communication is everyone’s Panacea for everything“

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References. 1- The Basic Communication Skills – Training Course. GlaxoSmithKline – KSA – Richard Norcross. 1- Impressive Communication Skills – Training Course. Sanofi Aventis- KSA - Jean-Luc Kastner . 2- 101 Ways to Improve Your Communication Skills Instantly, 4th Edition. Author: Bennie Buogh . 3- The Art of Talking So That People Will Listen. Author: Paul w. Swets . 4- Talk Like a Winner: 21 Simple Rules for Achieving Everyday Communication Success. Author: Steve Nakamoto .

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Thank You Prepared & Presented By Dr. Rabie Hussen

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تمت بحمد الله وفضله) )