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    Communication Skills PDF

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    Deepthi Vasanthakumar
    Communication involves sending and receiving ideas between people so that the receiver understands the sender's intended meaning. The communication process involves a sender, message, channel, and receiver, with potential feedback from the receiver. Verbal communication can be delivered face-to-face or remotely, while written communication allows for a record and gives the receiver time to understand complex messages. Non-verbal communication such as body language and tone of voice also contribute significantly to the overall message. Effective communication is key to business success.

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    Communication Skills PDF

    Uploaded by

    Deepthi Vasanthakumar
    139 views13 pages
    Communication involves sending and receiving ideas between people so that the receiver understands the sender's intended meaning. The communication process involves a sender, message, channel, and receiver, with potential feedback from the receiver. Verbal communication can be delivered face-to-face or remotely, while written communication allows for a record and gives the receiver time to understand complex messages. Non-verbal communication such as body language and tone of voice also contribute significantly to the overall message. Effective communication is key to business success.

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    Communication involves sending and receiving ideas between people so that the receiver understands the sender's intended meaning. The communication process involves a sender, message, channel, and receiver, with potential feedback from the receiver. Verbal communication can be delivered face-to-face or remotely, while written communication allows for a record and gives the receiver time to understand complex messages. Non-verbal communication such as body language and tone of voice also contribute significantly to the overall message. Effective communication is key to business success.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    139 views13 pages

    Communication Skills PDF

    Uploaded by

    Deepthi Vasanthakumar
    Communication involves sending and receiving ideas between people so that the receiver understands the sender's intended meaning. The communication process involves a sender, message, channel, and receiver, with potential feedback from the receiver. Verbal communication can be delivered face-to-face or remotely, while written communication allows for a record and gives the receiver time to understand complex messages. Non-verbal communication such as body language and tone of voice also contribute significantly to the overall message. Effective communication is key to business success.

    Copyright:

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    Download as PDF, TXT or read online from Scribd
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    of 13

    COMMUNICATION

    What is Communication?
    Communication is sending or receiving ideas,

    thoughts or feelings from one person to one or


    more persons in such a way that, the person receiving it understands it in the same way the sender wants him/her to understand.

    The Communication Process


    The person initiating the communication, or broadcasting the message. The specific set of words, gestures and images that the sender uses to convey what he or she wants to say. The channel through which the message moves. Receivers (or the audience for the message) - from whom the receiver often expects a response.

    SENDER

    MESSAGE

    CHANNEL

    RECEIVER

    The response from the receiver to the sender.

    FEEDBACK

    Context

    Verbal vs Written Communication


    Verbal All Verbal Advantages
    o o o

    Verbal Face-ToFace Advantages


    o o o

    Written Advantages
    o o

    Rapid Delivery Flexible Delivery Delivered at time/place under control of sender Allows immediate response

    All Advantages of verbal plus: More personal, so better motivation Allows non-verbal signals to aid getting message across.

    A record exists of the message Allows receiver to repeat message until it is fully understood Good for complex or lengthy messages Allows receiver to digest message at own pace.

    Source: Better Business Writing Maryann V. Piotrowski 1995

    Verbal Communication

    Verbal Communication Pointers


    Make your messages appropriate to the receiver. Use understandable language but not slang. Be aware of how long you speak. As a general rule, try to express your message in a limited amount of time (no more than 15 seconds in a normal day-to-day conversation) and then switch to listening. Focus on one topic at a time. Try to be positive, even when talking about negative situations.

    Rules for Communication


    1. Ensure it fits the purpose

    2.

    A.B.C:
    Accuracy Brevity

    3.

    K.I.S.S
    Keep It

    4.

    Deliver information in 3 stages:


    Introduction Main body of content

    Clarity

    Short
    Simple

    Summary

    Ways to Encourage Communication


    Effective ways to elicit information:
    Asking Effective Questions

    Intently Listening

    Non-Verbal Communication

    Words

    7%

    Body Language 55%

    Tone of Voice 38%

    Work performed by the Academy for Educational Development under sponsorship of the United States Agency for International Development (USAID) Contract Number: LAG -I-00-98-00011-00, Task Order Number: 804

    Positive Non-Verbal Communications


    Smiling there is nothing like a smile and pleasant face to greet a customer, especially if he/she has a complaint. Eye contact always look into your customers eyes. Directly address customers.

    How you look personal grooming has a big impact on your customers. Let customers know you take seriously your position.
    Shaking hands when shaking hands with a customer a firm and professional handshake is expected.

    "Communication is really all anyone ever gets paid for ultimately...and if you cannot effectively communicate...you will PAY...not get paid."
    - Doug Firebaugh

    Contact Information
    MMM TRAINING SOLUTIONS Landline: +91-44-42317735

    Cell: +91 9677044366


    Cell: +91 9677040908 Email: administration@mmmts.com

    Website: www.mmmts.com

    Pramila Mathew CEO and Executive Coach

    Vikas V. Vice-President Training

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