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Excellent
Communication Skills

Introduction
• What is Communication?
• Scope of Communication
• Importance and Purpose of Communication
• The Communication Process
• Types of Communication
• Barriers to Communication

What is Communication?
The art of transferring a message effectively in either VERBAL,
NON-VERBAL or any other form.

Communication Process
SENDER RECEIVER
CHANNEL
FEEDBACK
MESSAGE
Encoder
Decoder

Scope of Communication
• In personal life:
• Communication is closely connected with every sphere of human
life.
• In social life:
• People need to develop social bonding. Communication helps
making and fortifying this social bonding.
• In business:
• Communication is the vital spark of business. It gives information
essential for devising business plans and policies.

Importance and Purpose of
Communication
• Communication is vital for the existence of humans also to an
organization.
• Communication is the course of meaningful interaction
amongst human beings.
• Precisely, it is the process by which meanings are determined
and opinions are developed by human beings.
• Largely, human communication is a blend of the planned and
the unplanned.

Types of Verbal Communication
• Verbal Communication is further classified into two:
• Oral Communication
• Written Communication
• Oral Communication: Communication using the spoken
word(either direct or indirect) as a communication channel.
• Written Communication: Communication that involves any
kind of exchange of information in the written form.

Verbal communication
• It is any communication that uses words to share information
with others. It may be spoken and written.
• Mostly we mistake verbal communication as spoken
communication.
• It is about language, both written and spoken forms.
• It is about the use of words

Verbal Communication
R.I.P.
 Resolve
 Inspire
 Persuade

Verbal Communication -
Characteristics
• The message communicated is directly or indirectly
connected to an object
• We use concepts or models to communicate messages
• The objective is that the content should be grasped by both
the sender and the recipient
• Cultural aspects affect the content of messages
• A sender’s state of mind influences the content of messages
while communicating emotions and feelings

Verbal Communication - Types
• Interpersonal
• Intrapersonal
• Small group conversation
• Public communication

Verbal Communication - Advantages
• Saves a lot of time and even money
• Feedback could be received quickly
• Highly convenient option to add clarity to the message
• Less preparation required as it is more spontaneous

Verbal Communication
Tips
 Active listening
 Clarity and Confidence
 Empathy
 Giving and soliciting feedback
14

Examples - Verbal Communication
•Face-to-face Conversations,
•Speech,
•Telephonic Conversation,
•Video,
•Radio,
•Television.

Nonverbal Communication
• Nonverbal communication is used to replace verbal
communication
• We use nonverbal actions such as a wave, nodding the head etc
• It occurs through means other than words, like body language,
gestures, and silence.
• Body language is an elemental ingredient of communication
and it aids sending an emotion or feeling to other people

Non-Verbal Communication
 Facial Expressions
 Gestures & Posture
 Tone of Voice
 Appearance

NV Communication - Characteristics
• No use of words
• Culturally resolute
• Different meaning
• Vague and inaccurate
• May differ with verbal message
• Mostly involuntary
• Shows feelings and attitudes
• Informality

Non-verbal Communication - Types
• Facial Expressions
• Gestures
• Paralinguistic
• Body Language and posture
• Eye contact or eye gaze
• Closeness or Proxemics
• Physiological Changes

Non-verbal Communication - Uses
• Reinforcement or modification of spoken words
• Expressing emotions
• Defining relationships
• Giving Feedbacks about different things
• Regulation of communication flow

Non-Verbal Communication
Tips
 Stay Alert & Observe
 Match with your Audience
 Maintain Eye Contact
 Maintain open body position
 Relax
21

Written Communication
Advantages
 No need for Personal Contact
 Saves Money and Time
 Written Proof
Disadvantages
 Delay in Communication
 Lack of Secrecy

Written Communication
Tips
 Identify your Audience
 Set a Tone
 Get Organized
 KiSS (Keep it Simple, Stupid)
23

Visual Communication
Tips
 Meetings That Include Visual
Aids
 Training and Tutorial Videos
 Displays for Information
24

Barriers to (Effective) Communication

Any parameter that limits the channel of communication
between the transmitter and the receiver is a barrier to
communication

1
2 3
4 5
6
Physical Conditions
Filtering Selective Perception
Information Overload
Emotional Disconnect
Denotation/Connotation
7 Semantics

• Physical Conditions
• Noisy or diverting sounds
• Poor Atmosphere
• Outdoor Happenings
• Lunchtime or too close to closing time

• Filtering
• Personal and specific experiences shade how people see the world and how they
converse.
• People with similar routine, experience, culture, and language, have similar mental
filters as a result, less misinterpretation arises.
• The less the number of people involved in the conduction of a message, larger are
the chances that it will be received as the sender envisioned.
• Communication bared to several filters should be repeated in numerous ways to
ensure they were understood as the sender meant.

• Selective Perception
• Selective perception is the inclination to either “under notice” or “over
focus on” inducements that cause emotional discomfort or contradict
prior beliefs.

• Information Overload
• If information is new to the recipient, comprising processes or ideas that are not well-
known, then the chances of overload increases.
• The sender should split up the message into more agreeable or consumable portions
and lessen the amount of information that has to be absorbed at any one time.
• One method is to make a prominent announcement and then follow it up
downstream with more details.
• The sender has the fundamental responsibility to check whether the recipient has
comprehended the message.

• Emotional Disconnect
• When a person is tensed or nervous, an articulated concern would
probably be taken as criticism
• Positive criticism made while an employee is emotionally unstable may
be understood as a personal attack
• If possible, it is better to reschedule a communication if there is a solid
possibility that the intended recipient will misconstrue it because of the
emotional mind state

• Denotation/Connotation
• Confusion can also arise from the use of language by people from
different educational levels, culture, and dialect

• Semantics
• Semantics is the study of the meaning of words and phrases.
• There are certain semantic rules in English that may make hesitate non-
native English speakers, such as the concepts of subject-verb agreement
and gender pronouns.

Oral Communication - Forms
• Oral communication is the way toward communicating
information or thoughts by using words.
• Interpersonal
• Intrapersonal
• Group
• Public
• Mass

1
2
3
4
Active Listening
Respect the Speaker
Use Simple Language
Constructive Feedback
Tips
To
Improve
Communication
Skills

Excellent Communication Skills.ppt to become

Benefit 1
It passes information along without being misunderstood

Benefit 2
Improved Relationship - Professionally and Personally

Benefit 3
Great convincing power - More success

Benefit 4
Helps think better - Able to plan ahead

Benefit 5
Better negotiation ability - Peace of mind

Benefit 6
Essential tool to success - Better growth

Benefit 7
Boosts confidence - Better self esteem

Completeness
Benefits:
• Crucial
information is not
missed
• Questions are not
left unanswered

Concreteness
Benefits:
• Usage of facts and
figures, reassures
the accurateness of
the message
• Increases credibility

Courtesy
Benefits:
• Promotes
relationships as the
receiver’s emotions
are given importance
• Courteous message
is positive and
focused at the
audience

Correctness
Benefits:
• The message is exact and
well timed
• Correct communication,
boost the confidence
level
• Correct message has an
impact on the audience
• Accurateness of facts and
figures is given
importance

Clarity
Benefits:
• It makes
understanding easier
• Clarity of thoughts
and ideas enhances
the meaning
• Avoids ambiguity

Consideration
Benefits:
• Build relationships
and creates
rapport
• Stimulates a
positive response

Conciseness
Benefits:
• Main messages gets
highlighted
• Excessive and
redundant words are
removed
• Message becomes
appealing and
comprehensible to the
audience

Assertive Communication
Being assertive means finding the right balance between
passivity (not assertive enough) and aggression (angry or hostile
behavior)

Choice of Words
A word is the simplest part of
any language.

Importance of Right Words
• The message delivered CORRECT.
• Customers UNDERSTAND.
• It sometimes makes a situation CLEAR.
• Increases the IMPACT on Customers.
• It reveals the attitude and personality of a Speaker.

Ways to Improve
• Improve your vocabulary
• Clarify Pronunciations
• Neutralize Accent

Tongue Twister - 1
How can a clam cram in a clean cream can?

Tongue Twister - 2
Can you can a can as a canner can can a can?

Tongue Twister - 3
If one doctor doctors another doctor. Then which doctor is
doctoring the doctored doctor?

Tongue Twister - 4
The sells sea shells by the seashore.
And the shells she sells by the seashore are sea shells for sure.

Common Phrases
How can I help you?
I am doing everything I can, to solve the issue/problem.
I understand the problem.
I will keep you Updated.
We will solve the problem soon.
I truly thank you for being patient.
I would appreciate your patience.
Don’t hesitate to ask anything else you need.
Thank You.

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Excellent Communication Skills.ppt to become

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Editor's Notes