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Effective communication skills

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Seta Wicaksana
Seta Wicaksana

This document discusses effective communication skills. It defines communication and lists some common ways people communicate such as verbally, through body language and in writing. It also discusses the communication process and barriers to effective communication such as assumptions and distractions. Finally, it provides tips for improving listening skills, verbal communication and body language like making eye contact, speaking slowly and avoiding distractions. The overall document aims to help people understand communication and how to enhance their abilities.

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Effective Communication Skillswww.humanikaconsulting.com
ObjectivesDefine and understand communication and the communication process
List and overcome the filters/barriers in a communication process
Practice active listening
Tips to improve verbal and non verbal communicationWhat are the most common ways we communicate?Visual ImagesSpoken WordBody LanguageWritten Word
What is Communication?Communication is the transmission of an idea or feeling so that the sender and receiver share the same understanding.Communication is not a mysterious process.It takes place when the ideas from your mind are transferred to another’s and arrive intact, complete, and coherent.
The Communication ProcessMediumBarrierBarrierSENDER(encodes)RECEIVER(decodes)Feedback/Response
Types of Communication(One-way)
Types of Communication(Two-way)
Types of Communication(One to Many)
Verbal CommunicationNon-verbal communicationVocal communicationComponents of Communication
Features of Effective CommunicationActive ListeningEye contactPostureSimple languageQuestioning skills
Benefits of effective communicationQuicker problem solvingBetter decision makingSteady work flowStrong business relationsBetter professional image
Cultural differencesNoisePoor listening skillsInappropriate mediumAssumptions/MisconceptionsUse of jargonEmotionsDistractionsLanguage differencesBarriers to communication
Hearing Vs ListeningHearing – Physical process, natural, passiveListening – Physical as wellas mental process, active,learned process, a skillListening is hard.You must choose to participate in the process of listening.
Steps in the listening processYou first respond emotionally, then intellectually. Then you decide how to respond.Your knowledge, attitudes, values, beliefs and self-concept influences your perception.RespondingYour reaction to the message. It can be emotional and intellectual.Your own needs, interests, attitudes, and knowledge affects your choice to pay attention.UnderstandingDeciding what the message means to you.Not everyone hears the same way. Men actually prefer certain frequencies.ChoosingThe act of choosing to focus attention on the message.HearingThe reception of sound.Definition of listening:It is a physical and psychological process that involves choosing to listen, understanding, and respondingto symbolic messages from others.
BLOCKS TO LISTENINGrehearsingbeing rightmind readingjudgingcomparingderailingidentifyingfilteringsparringplacatingdreaming
Comparingconstantly comparing yourself to the other person, checking to see if you measure up in terms of intelligence, wit, emotional stability, competence, or even level of suffering or children's achievements.Mind Readingwhat you think someone "really means" (based primarily on your own feelings, assumptions, or hunches) than to what he or she is actually saying.Rehearsingplanning your response to what someone is saying to you while the other person is still speaking. Filteringtuning out certain topics or you may hear only certain things and tune everything else out,any possible hint of unhappiness, no matter what he actually says.
Judgingif you decide ahead of time that the other person is not worth hearing (because he or she is "stupid," "crazy,"'"hypocritical," or " immature"), and that you will therefore listen only in order to confirm your opinion. Dreamingyou pay only a fraction of your attention to the person talking; inside, your thoughts are wandering elsewhere. identifyingwhatever you hear from the other person triggers memories of your own similar experiences, and you can't wait to.jump into your own story. AdvisingJumping in with advice when the other person has barely stopped talking (or before)
SparringIf you listen only long enough to find something to disagree with, and then assert your position-—regardless of what the other person says. Being RightIf you want to prove that you're right or to avoid the suggestion that you're wrong— including lying, shouting, twisting the facts, changing the subject, making excuses, and accusingDerailingchanging the subject or make a joke whenever you become bored or uncomfortable with the conversation. Placatingbeing so concerned with being nice, agreeable, or liked that without really listening you agree with everything being said.
Active ListeningThe process of recognizing, understanding, andaccurately interpreting communicated messagesand responding to spoken and/or nonverbalmessages.
Tips to become a better listenerDon’t talk – listen.Don’t jump to conclusions.Listen between the lines.Ask questions/paraphrase.Don’t get distracted by the environment.Keep an open mind.Be willing to listen to someone else’s point of view and ideas.Provide feedback.Take advantage of your brain power.
Improving Verbal Communication-TipsEliminate Noise
Get Feedback – Verbal & Body Signals

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Effective communication skills

  • 2. ObjectivesDefine and understand communication and the communication process
  • 3. List and overcome the filters/barriers in a communication process
  • 5. Tips to improve verbal and non verbal communicationWhat are the most common ways we communicate?Visual ImagesSpoken WordBody LanguageWritten Word
  • 6. What is Communication?Communication is the transmission of an idea or feeling so that the sender and receiver share the same understanding.Communication is not a mysterious process.It takes place when the ideas from your mind are transferred to another’s and arrive intact, complete, and coherent.
  • 11. Verbal CommunicationNon-verbal communicationVocal communicationComponents of Communication
  • 12. Features of Effective CommunicationActive ListeningEye contactPostureSimple languageQuestioning skills
  • 13. Benefits of effective communicationQuicker problem solvingBetter decision makingSteady work flowStrong business relationsBetter professional image
  • 14. Cultural differencesNoisePoor listening skillsInappropriate mediumAssumptions/MisconceptionsUse of jargonEmotionsDistractionsLanguage differencesBarriers to communication
  • 15. Hearing Vs ListeningHearing – Physical process, natural, passiveListening – Physical as wellas mental process, active,learned process, a skillListening is hard.You must choose to participate in the process of listening.
  • 16. Steps in the listening processYou first respond emotionally, then intellectually. Then you decide how to respond.Your knowledge, attitudes, values, beliefs and self-concept influences your perception.RespondingYour reaction to the message. It can be emotional and intellectual.Your own needs, interests, attitudes, and knowledge affects your choice to pay attention.UnderstandingDeciding what the message means to you.Not everyone hears the same way. Men actually prefer certain frequencies.ChoosingThe act of choosing to focus attention on the message.HearingThe reception of sound.Definition of listening:It is a physical and psychological process that involves choosing to listen, understanding, and respondingto symbolic messages from others.
  • 17. BLOCKS TO LISTENINGrehearsingbeing rightmind readingjudgingcomparingderailingidentifyingfilteringsparringplacatingdreaming
  • 18. Comparingconstantly comparing yourself to the other person, checking to see if you measure up in terms of intelligence, wit, emotional stability, competence, or even level of suffering or children's achievements.Mind Readingwhat you think someone "really means" (based primarily on your own feelings, assumptions, or hunches) than to what he or she is actually saying.Rehearsingplanning your response to what someone is saying to you while the other person is still speaking. Filteringtuning out certain topics or you may hear only certain things and tune everything else out,any possible hint of unhappiness, no matter what he actually says.
  • 19. Judgingif you decide ahead of time that the other person is not worth hearing (because he or she is "stupid," "crazy,"'"hypocritical," or " immature"), and that you will therefore listen only in order to confirm your opinion. Dreamingyou pay only a fraction of your attention to the person talking; inside, your thoughts are wandering elsewhere. identifyingwhatever you hear from the other person triggers memories of your own similar experiences, and you can't wait to.jump into your own story. AdvisingJumping in with advice when the other person has barely stopped talking (or before)
  • 20. SparringIf you listen only long enough to find something to disagree with, and then assert your position-—regardless of what the other person says. Being RightIf you want to prove that you're right or to avoid the suggestion that you're wrong— including lying, shouting, twisting the facts, changing the subject, making excuses, and accusingDerailingchanging the subject or make a joke whenever you become bored or uncomfortable with the conversation. Placatingbeing so concerned with being nice, agreeable, or liked that without really listening you agree with everything being said.
  • 21. Active ListeningThe process of recognizing, understanding, andaccurately interpreting communicated messagesand responding to spoken and/or nonverbalmessages.
  • 22. Tips to become a better listenerDon’t talk – listen.Don’t jump to conclusions.Listen between the lines.Ask questions/paraphrase.Don’t get distracted by the environment.Keep an open mind.Be willing to listen to someone else’s point of view and ideas.Provide feedback.Take advantage of your brain power.
  • 24. Get Feedback – Verbal & Body Signals
  • 25. Speak Slowly & Rephrase your sentence
  • 26. Don’t Talk down to the other person
  • 27. Listen Carefully & PatientlyKeep appropriate distanceTouch only when appropriateTake care of your appearanceBe aware - people may give false cues Maintain eye contactSmile genuinelyImproving Body Language - Tips
  • 28. …in the new global and diverse workplace requiresexcellent communication skills!