1、1COMMUNICATION SKILLSBY:-AKBAR ALI.2COMMUNICATION SKILLSWEL COME!3“Winning is“Winning is beginning.beginning.Beginning is half Beginning is half done.”done.”4“Do not DoDge your Difficulties“Do not DoDge your Difficultiesface them anD greet themface them anD greet themtime will come time will come wh
2、en you will Defeat them!”when you will Defeat them!”5“The place to change the world first is in our own heart&head.“Human mind is just like parachute,it works when it is open.”“Better pay attention to your future because you are going to spend lot of time their.”6 The day when you will finish your l
3、earning.It will be the day when you will finish your earnings.7“First impression is called as last impression and you will never get second chance for your first impression.”89YOU CANT LEARN SWIMMING AFTER READING A BOOK ON SWIMMING.10PEOPLE REMEMBERMORE TO GOODCOMMUNICATOR THANAN EXCELLENTPROFESSIO
4、NAL WHOCOMMUNICATES POORLY.11OBJECTIVES OF THE PRESENTATIONParticipants will:-Learn basic concept of Communication.-Learn Communication Process.-Learn regarding types of Communication.-Know Communication Barriers.-Learn regarding the Seven Cs.of Communication.-Learn regarding the Four Fs of Communic
5、ation.12OBJECTIVES OF THE PRESENTATIONParticipants will:-Learn the Composition of Communication.-Learn why misunderstanding arises.-Learn the Quality of Good Communication.-Learn regarding Listening(the other half of communication skills and an essential key to increasing the results).-Overall impro
6、ve their Communication Skills.13COMMUNICATION SKILLSLatin“to impart,to share”is imparting,conveying or exchanging ideas,knowledge,etc.Transactional process in which messages are filtered through the perceptions,emotions and experiences of those involved.14Communication is any means of contact betwee
7、n two or more people,out of which impressions are made an attitudes are created.“By communications,I mean the simple process of getting information known by one person to the attention of the other people who should have this information”T.J.WatsonCOMMUNICATION SKILLS.15COMMUNICATION SKILLSlCommunic
8、ation is at the core of the all organized human activity.Literally,nothing happens until we communicate.lThe secrete of Communication is creating an atmosphere where people exchange ideas and proposals informally and freely.The job of communicating is not finished until there is Understanding,Accept
9、ance an Resulting Action.16 TYPES OF COMMUNICATION17 COMMUNICATION PROCESS18PURPOSES OF COMMUNICATIONlTo form&maintain relationships.lTo convey feelings.lTo solve prolems.lTo persuance.lTo make decision.lTo give information.lTo reduce stress.19qThe Seven Cs of Communication:-1.Clearly.2.Concisely.3.
10、Completely.4.Correctly.5.Concretely.6.Courteously.7.Considerate COMMUNICATION SKILLS20CompletenesslYour business message should be complete when it contains all facts the reader of listener,needs for the reaction you desire.lThe message should be complete to bring desirable result.It should include
11、everything the reader wants or needs.We should be able to know the readers background,viewpoints,attitudes,and emotions to determine the extent of information to be include in the message.lProvide all necessary informationlAnswer all question askedlGive something extra when desirable21ConcisenesslBu
12、siness people are bead busy.They dont have time to go through unnecessary lengthy message.lThe writer is also a loser if he writes wordy messages.lConciseness message save time and expense for both sender and receiver some time repetition is necessary for emphasis but when the same thing is two are
13、three times without reason the message become wordy and bearing.lConciseness makes the message more understandable and comprehensible.use single word stick to the purpose of the message.lTo achieve conciseness the following guidelines will help you.lEliminate wordy expressions lInclude only relevant
14、 material lAvoid unnecessary repetition 22ConsiderationlConsideration refer to you attitude empathy the human touch and understanding of human nature.lConsideration means the message with the receiver in mind you should try to visualize your readers,their desires problems emotions and possible react
15、ion to your request.lConsideration can be achieved through the following:lFocus on“you”instead of“l”and“we”.lShow audience benefit or interest in the receiver.lEmphasize positive pleasant facts.lOffer a service of value to the reader.23ConcretenesslThe business writing should be specific,definite.lC
16、ommunication concretely means being specific definite and vivid rather then vague&general.lUse specific facts and figure avoid words like few,quick,soon,etc.lUse action verbs you can accomplish it by using active voice.lThe message should have vivid and image building words.To archive it make compar
17、isons and use figurative language and concrete words.24ClaritylClarity demands that the business message should be correct,concise,complete,concrete,and with consideration.lThe message as closely as will intend.lTry to use familiar language.The following are guidelines for claritylChoose pithy,short
18、,familiar,and conversational words.lProper punctuation make the writing clear.lInsert example,illustration,tables,graphs,and other visual aids,if necessary.lMake the message readable and understandable.lMake correct sentences,and divide the message in properly sized paragraphs.25CourtesylEveryone ga
19、ins where courtesy reigns is a good age old slogan for written and oral communication.lCourtesy is more important and advantageous in business writing than it is in face to face communication or conversation.lCourteous message strengthen present relations and make new friends.lCourtesy is a goodwill
20、 builder.Courtesy may be achieved by the following.lBe truly tactful,thoughtful,and appreciative.lOmit expressions that annoy,distress,or disparage.lAnswer all you mail promptly.lGrant and apologize candidly.26Correctness lTo be correctness in communication principle should be borne mind lUse the co
21、rrect level of language.lInclude only accurate facts words,and figures.lMaintain acceptable writing mechanics.lApply the following qualities.lAvoid switching from third person to 2nd person if you are writing in the third person dont use l,am,me,we,you.lVary your sentence structure.lThere should be
22、proper grammar,punctuation,spelling,and paragraphing.27COMMUNICATION SKILLSlThe Four Fs required Good Communication:-lFocusedlFlexiblelFastlFriendly28qComposition of Communication:-07%Words-38%Voice Tonality-55%Body LanguageCOMMUNICATION SKILLS29COMPOSITION OF COMMUNICATION30BARRIERS OF COMMUNICATIO
23、N1.Language.2.Perception.3.Perception about communication.4.Emotions,&Attitude.5.Environment.6.Non-Verbal Communication.7.Un-Clarification Assumptions.8.Improper Timings.9.Filtering.10.Size of Audience.31PERCEPTION GUESS THE AGE OF WOMAN?32PERCEPTION33qMisunderstanding arise due to:-Problems in Deve
24、loping the message.-Problems in Transmitting the message.-Problems in Receiving the message.-Problems in Understanding the message.SECRETS OF COMMUNICATION34SECRETS OF COMMUNICATIONMisunderstanding!35SECRETS OF COMMUNICATIONARC COMMUNICATIONCAAFFINITYRREALITY36COMMUNICATION SKILLSqWhen Communication
25、 Fails:-Mistakes are made.-Misunderstanding Occur.-Time is wasted.-Problems are created.-Relationships are strained.-Orders are lost.-Information is incorrect37COMMUNICATION SKILLSqWhen Communication Fails:-Instruction become misleading.-Reality is distorted.-Confusion arises.-Opportunities are miss
26、ed.-Problems complain.-Customers change suppliers.38COMMUNICATION SKILLSqPossible causes of Communication failure:-1.Lack of structure in the presentation.2.Un-explained abbreviations,terms,acronym etc.3.Too much or not enough detail.4.Lack of defined goal.5.Lack of sufficient proof,examples or anal
27、ogies.6.Failure to control time.7.Over use or poor use of individual aids.8.Failure to handle questions well.39COMMUNICATION SKILLSINVOLVEMENT OF COMMUNICATION IN PERSONAL LIFE.40414.0ENTHUSIASM3.5CHEERFULNESS3.3STRONG INTEREST3.0CONSERVATION2.5BOREDOM2.0 ANTAGONISM1.5 ANGER1.1 COVERT HOSTILITY1.0 F
28、EAR.0.5 GRIEF.0.05 APATHY.SECRETS OF COMMUNICATIONTONE SCALE42COMPOSITION OF BODY LANGUAGE1.Head08%8.Throat06%2.Eyes16%9.Hands08%3.Ears03%10.Face16%4.Nose03%11.Belly06%5.Mouth06%12.Feet06%6.Lips06%13.Neck06%7.Chest10%COMMUNICATION SKILLS43Communication Rights and ResponsibilitieslRIGHTSl1.You have t
29、he right to be treated with respect.2.You have the right to have and express your own opinions.l3 You have the right to ask for what you need and want in order to be effective.l4 You have the right to set reasonable limits.RESPONSIBILITIES1.You have the responsibility to treat others with respect.2.
30、You have the responsibility to listen to the opinions of others.3.You have the responsibility to acknowledge and address the needs of others.4.You have the responsibility to respect the limits and boundaries of others.44qIncrease productivity.qReduce stress.qBetter understand what others are saying.
31、qBetter understand how to get your message across.qEnhance relationships.qSave time and money.45A KEY TO EFFECTIVE COMMUNICATIONS=SMILE:-You will appear more open to listening.M=MAINTAIN:-eye contact.You will be seen as more sincere,honest,and informed.I=INVITE:-response by giving the receiver time
32、to think.You will be seen as polite when you allow uninterrupted response.L=LOOK:-Your best,look professional.Be appropriately dressed and use proper handling procedures.E=ENCOURAGE:-the other person.Keep a pleasant facial expression and give nods to show interest and attention.46SMILE&SILENCE:-lSmi
33、le&Silence are two most powerful tools.Smile is the way to Solve many problems Silence is the way to avoid many problems47A.U.D.I.E.N.C.E:-lUsing the word A-U-D-I-E-N-C-E as an acronym:-A nalysis:-Who are they?How many will be there?lU nderstanding:-What is their knowledge of the subject?lD emograph
34、ics:-What is their age,sex,educational background?lI nterest:-Why are they there?Who asked them to be there?lE nvironment:-Where will I stand?Can they all see&hear me?lN eeds:-What are their needs?What are your needs as the speaker?lC ustomized:-What specific needs do you need to address?lE xpectati
35、ons:-What do they expect to learn or hear from you?lDevelop:-specific questions which fit into each of these eight categories and ask the client or audience to tell you what they want.Essentially,ask them what they need and give it to them.48ATTITUDEWhen you change your thinking,you change When you
36、change your thinking,you change your belief;when you change your belief,you your belief;when you change your belief,you change your expectations;when you change change your expectations;when you change your expectations,you change your your expectations,you change your behaviour;when you change your
37、 behaviour,behaviour;when you change your behaviour,you change your attitude;when you change you change your attitude;when you change your attitude,you change your life.your attitude,you change your life.(Eisenhower)(Eisenhower)49LISTENING50LISTENING“The other half of c o m m u n i c a t i o n skill
38、s.and an e s s e n t i a l k e y t o i n c r e a s i n g y o u r results.”51When you rearrange the letter LISTEN,what word do you get?52 53qLISTENINGvYou will always learn more by listening than by speaking.vMost people need and want someone who will listen to them with individual attention.COMMUNIC
39、ATION SKILLS54qLISTENINGvListen 85 percent of the time,speak 15 percent,your whole world will shift,and you will learn more,too.People value a good listener.COMMUNICATION SKILLS55qActive Listening:-Focus attention on speaker&avoid any distraction.-Maintain eye contact.-Conformity of feelings.-Listen
40、 for Central Ideas.-Match body language&voice tone.COMMUNICATION SKILLS56LISTENING GUIDELINE:-LISTEN PHYSICALLY:-LISTEN MENTALLY:-THE FLOWER FORMULA:-lTHE FLOWER FORMULA:-lF=FACE THE OTHER PERSON DIRECTLY.lL=LEAN TOWARDS THE SPEAKER.lO=OPEN YOUR POSTURE.DO NOT CROSS YOUR ARMS/LEGS.lW=WATCH THE SPEAKER.MAINTAIN GOOD EYE-CONTACT.lE=ENERGIZE YOUR LISTENING.DO NOT STAND /SIT RIGIDLY.lR=RELAX WHILE YOU LISTEN.AVOID SHOWING TENSION.57K=KEEP I=ITS=SHORT&S=SIMPLECOMMUNICATION SKILL5859
