EFFECTIVE COMMUNICATION

EFFECTIVE COMMUNICATION

EFFECTIVE COMMUNICATION
INVOLVES MANY ELEMENTS!
IT IS JUST NOT ABOUT BEING
KNOWLEDGEABLE TO PEOPLE
WITHIN THE UNIT AND THE
COMMUNITY

OBJECTIVES
What is Communication?
To consider verbal and non-verbal
communication methods
To understand and practise effective
listening skills
To communicate in clear, respectful and
non-judgemental ways
To know when to seek advice

WHAT IS COMMUNICATION?

What does it mean to you?

The process of communication is what

allows us to interact with other people;
without it, we would be unable to share
knowledge or experiences with anything
outside of ourselves. Common forms of
communication include speaking, writing,
gestures, touch and broadcasting.

THE COMMUNICATION EQUATION

What you hear

Tone of voice
Vocal clarity
Verbal expressiveness

40% of the message

What you see or feel

Facial expression
Dress and grooming
Posture
Eye contact
Touch
Gesture

WORDS

50% of the message

10% of the message!

THE ART OF LISTENING

If we were supposed to talk more

than listen, we would have been given
two mouths and one ear.
QUESTIONING

Asking relevant questions

to help in better way and
reduce errors

PARAPHRASING

SUMMARIZING

Restating what
another has said in
your own words

Pulling together the

main points of a
speaker

PHRASEOLOGY

SOME CASUAL WORDS

SOME PROFESSIONAL WORDS

Ya

Yes Sir, thats right Sir

OK

Very well Sir, Certainly Sir

Sure

Very well Sir, Certainly Sir

One Sec

Kindly hold on Sir, Let me check it for

Just a minute
Whos speaking???

you
Sir.
If the call is for you, Who am I
speaking to please OR Whos calling
please?

Ive no idea!

If the call is for another person, Who

shall I say is calling? OR Who shall I say

EFFECTIVE COMMUNICATION

EFFECTIVE COMMUNICATION is as much about

listening as it is about talking.

Without good listening skills you cannot be an effective

communicator. Listening transforms a conversation.

Listening to someone will encourage them to listen to

you when it is time to share the important available
resources throughout the command and community .

EFFECTIVE COMMUNICATION

EFFECTIVE LISTENING: listening is not a passive role in

the conversation that involves effective communication.

VERBAL AND NON VERBAL CUES :shifting your

internal stance from I understand to help me
understand "will change how you communicate .

OPEN ENDED QUESTIONS: open ended question

require more information than yes/no. Typical open-ended
questions are variations on Tell me more "and Help me
understand better.

EFFECTIVE COMMUNICATION
ACKNOWLEDGEMENT:
Acknowledging feeling or ideas when having
conversation is critical. You can offer an
answer to a problem or even open to
provided suggestion but if you don't
acknowledge the feeling involved or ideas
purposed than you have missed an idea, you
can still acknowledge their feeling or ideas.

COMMUNICATION IS A 2-WAY
PROCESS

Communication skills involve:

sender
receiver
Listening to others (Receiving)
Message
Asserting/ Expressing (Sending)
Barriers to communication can lead to misunderstanding and
confusion

sender

values and attitudes

generation gap
language

Cultural differences

noise
hearing

receiver

EFFECTIVE COMMUNICATION SKILLS

Some questions

Encouragement
to continue

Eye contact & visible

mouth

Effective
Communication skills

Body
language

Silenc
e

Smiling face
Summarising
what has been said

Checking
for understanding

BARRIERS TO EFFECTIVE COMMUNICATION

Language
Time

Noise

Other people

Distractions
Barriers to
effective
communication
Put downs

Too many questions

Lack of interest

Distance
Discomfort
with the

Disability

BARRIERS TO COMMUNICATION

A barrier reduces or changes the quality

of the message being transmitted

Types :
1. Physical

Poor health
Sound / noise
Unsuitable temperature
discipline
Distractions

2. Psychological
Lack of Concentration
Attitude and bias
Lack of self
Low emotional state

TYPES OF COMMUNICATION:

Verbal Communication
Non Verbal Communication
Verbal communication is face-to-face
conversation.
It includes
sounds,
words
speaking.
Tone of voice
volume and pitch

NON VERBAL COMMUNICATION

Nonverbal communication includes:

gestures,
facial expressions,
body movement,
timing,
touch,
and anything else done without speaking. People
seem to notice nonverbal communication more
than verbal. For this reason, it's important to
control yourself nonverbally.

ACCORDING TO THE 7 CS, COMMUNICATION NEEDS TO BE:

Clear.
Concise.
Concrete.
Correct.
Coherent.
Complete.
Courteous.

ACCORDING TO THE 7 CS, COMMUNICATION NEEDS TO BE:

1. Clear

When writing or speaking to someone, be clear

about your goal or message. What is your purpose in
communicating with this person? If you're not sure,
then your audience won't be sure either.
To be clear, try to minimize the number of ideas in
each sentence. Make sure that it's easy for your
reader to understand your meaning. People
shouldn't have to "read between the lines" and make
assumptions on their own to understand what you're
trying to say.

ACCORDING TO THE 7 CS, COMMUNICATION NEEDS TO BE:

2. Concise

When you're concise in your communication, you stick to

the point and keep it brief. Your audience doesn't want to
read six sentences when you could communicate your
message in three.
Are there any adjectives or "filler words" that you can
delete? You can often eliminate words like "for instance,"
"you see," "definitely," "kind of," "literally," "basically," or
"I mean."
Are there any unnecessary sentences?
Have you repeated the point several times, in different
ways?

ACCORDING TO THE 7 CS, COMMUNICATION NEEDS TO BE:

3. Concrete

When your message is concrete, then your audience has a clear

picture of what you're telling them. There are details (but not too
many!) and vivid facts, and there's laser like focus. Your message is
solid.

4. Correct

When your communication is correct, it fits your audience. And correct

communication is also error-free communication.
Do the technical terms you use fit your audience's level of education
or knowledge?
Have you checked your writing for grammatical errors? Remember,
spell checkers won't catch everything.
Are all names and titles spelled correctly?

ACCORDING TO THE 7 CS, COMMUNICATION NEEDS TO BE:

5. Coherent

When your communication is coherent, it's logical. All points

are connected and relevant to the main topic, and the tone
and flow of the text is consistent.

6. Complete

In a complete message, the audience has everything they

need to be informed and, if applicable, take action.
Does your message include a "call to action", so that your
audience clearly knows what you want them to do?
Have you included all relevant information contact names,
dates, times, locations, and so on?

ACCORDING TO THE 7 CS, COMMUNICATION NEEDS TO BE:

7. Courteous

Courteous communication is friendly, open, and

honest. There are no hidden insults or passiveaggressive tones. You keep your reader's viewpoint
in mind, and you're empathetic to their needs.

EFFECTIVE COMMUNICATION
1. Plan your communication

maintain clarity of purpose why,

maintain clarity of idea, what.

2. Choose the medium

language

style

semantics

. EFFECTIVE COMMUNICATION
3.

Remove barriers

DOs
DONTs
- seek first to understand
- remove all prejudices
and then to be understood
- overcome any
distractions
empathize with other people
- reduce length of
values, beliefs, needs & sentiments
communication
channel
- use a common language
- clarify ideas before communicating
4.

.. EFFECTIVE COMMUNICATION
5. Active Listening
Listen with an open mind
Make an effort to understand
Empathize ..reflect understanding
Be aware of what is said and what is not said
Dont jump to conclusionsdraw conclusions
6. Feedback
Check for accurate receipt of message
Check action/outcome in relation with the intent of the
message.
Improve/alter message, if required.

HOW TO BE A GOOD LISTENER

Know your power as a listener

Ask questions
Reflect feelings
Let your body give reassuring messages
Know your prejudices
Avoid making snap judgements
Avoid anger

IMPORTANCE OF FEEDBACK

Feedback is necessary to check the effectiveness of

the communication.
Feedback helps reflect upon how well the message
has been encoded, transmitted and understood.
Feedback helps make mid-course correction if found
required.
- in terms of action : changing strategy
- in terms of communication : changing message

BUSINESS COMMUNICATION

INTERVIEW TIPS

Misrepresentation in Resume:
Bad grammar
Spelling
Missing Information

Being late to the interview

Unreliable with your own time management.

Lack of respect and consideration for someone else's time.
To avoid running late to an interview:
Always map out the approximate time it takes to get to your
interview location.
Allow an extra hour for traffic, parking or delays on public transit

INTERVIEW TIPS
Lack of Preparation and Engagement
Researches the company beforehand.
Dont walk into an interview without having done their homework,
which obviously doesn't look good to a hiring manager.

Arrogance or blatant name dropping

It's good to be confident in your skills and to be able to sell
yourself as a potential employee. But there's a line between
humble bragging and straight arrogance that shouldn't be
crossed during a job interview.

INTERVIEW TIPS

Backing out on an accepted offer.

The worst crime a candidate can commit is backing
out after
accepting an offer from a company, Lam said.
Typically,
a company halts all interviewing after an offer is
accepted.
Backing out on an accepted offer means that the
company
will have to start over again.