COMM YOU NICATION Basic Course
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1 COMM YOU NICATION Basic Course Learning and Development, Human Resources
2 CONTENTS Communication What is Communication Communication Process Barriers to Communication Types of Communication Listening Skills What is Listening Barriers to Listening Types of Listening Effective Listening Techniques Body Language What is Body Language Hands and Arms Eyes Feet Head Body Posture
3 TRAINING OBJECTIVES To improve the ability to communicate effectively in a Business setting and broaden the knowledge on effective Communication. Develop the capacity to make an impact on Customers through knowledge & use of Effective Listening techniques. To develop a pleasing personality and become Organization s brand ambassadors by using the effective Body Language
4 EFFECTIVE COMMUNICATION
5 What is Communication Definition: the activity of conveying information Types Verbal language, sound, words and speaking Language can be used in written form to communicate with other people when they are not present e.g letters, , books etc Non Verbal kinesics (posture, body movements, synching and the degree of relaxation or tension), gesture (intended movements), facial expressions, spatial relations, touch and display (appearance) Done face to face Exercise (Instruction)
6 What is the Communication Process? Communication is a process of transmitting information, ideas and attitudes to another person Medium SENDER (encodes) Barrier Barrier RECEIVER (decodes) Feedback/Response
7 Case Study Group exercise
8 Case De-Brief We Communicate all day, every day, often without realizing it. Words hold different meanings for different people based on their experiences, perception, and interpretations We communicate most of our messages nonverbally When person s verbal message and nonverbal message don t match, the listener will believe the nonverbal message
9 Barriers to Communication Perceptual Barriers Language Barriers Cultural Barriers Physical Barriers Emotional Barriers Gestures
10 Overcoming Barriers Use Simple Language Active Listening Appropriate Body Language Proper Communication Medium Eliminate Physical distractions
11 Basic types of Communication D O W N W A R D S CEO Business Head/VP Regional Manager Manager AM/Supervisor U P W A R D S Manager Supervisor 1 Supervisor 2 Supervisor 3 HORIZONTAL COMM. LMC/MC
12 LISTENING SKILLS
13 EXERCISE - Blindfold
14 What happens in India Communication Order Learned Extent Used Extent Taught Listening First First Fourth Speaking Second Second Third Reading Third Third Second Writing Fourth Fourth First The Skill which is used most of the times is taught Least
15 Listen, Are you Listening or Hearing? LISTENING Process the meaning of what is said HEARING Perceiving sound which strikes your ear Listener pays attention and mind is engaged The receiver sits back and waits for the input Be Active!!! Active Listeners
16 Barriers to Listening INTERNAL BARRIERS Hearing what you want to hear Semantic barriers (diff. in meanings of words) Emotional Topic Stress EXTERNAL BARRIERS Physical barrier Fidgeting/Clock Watching Interruptions/Phone calls Time Pressure
17 Active Listening The aim is empathy a non-judgmental state that aims to understand the other person. Authentic Listening is : 1. Having an Eye Contact 2. Listening for the Idea 3. Listening to the Non-verbal cues 4. Paraphrasing 5. Summarizing PRACTICE!!
18 Active Listening Techniques Don t Interrupt - Lose Respect - Not Appreciated - Be Courteous Show Genuine Interest Verbal Cues Be Non Judgmental Remove Distractions
19 Active Listening Techniques Ask Relevant Questions Don t become Emotional Be Attentive & Concentrate Restate and Summarize
20 BODY LANGUAGE
21 Do you know? Your Body Language is more important than your Words
22 Body Language Body language is the language transmitted by gestures and postures 55 %Communication takes place through BL Facial Expressions (Eyes, Lips, Face muscles) Hands Feet Whole Body
23 Hands & Arms Arms Crossed Open Vs Closed Palms Hand Shake
24 Eyes Direct Eye Contact Blinking Eyebrows
25 Feet Crossed legs Correct posture Cross legged posture is defensive, and shows that person is not receptive to ideas.
26 Head Sign of Interest (Receiver) Straight Head(Speaker) A sign of interest is shown by the receiver when the head tilts on one direction
27 Whole Body - Posture Stomach in Chest out Shoulders back Head up SMILE: Laughter is composed of a broad range of gesture & sounds. Ha-Ha is a genuine laughter. He-He is a mocking laughter. Hee-Hee suggests a secret giggle. Ho-Ho communicates surprise
28 Basic Styles Hand clasping at a desk or in a chair on its own may indicate nervousness, insecurity or anxiety. The more tightly clasped they are, the more the anxiety.
29 Clasped hands in front of the body are a barrier signal, seeking reassurance.
30 Indicate lethargy. They maybe don't want to be there
31 This is an aggressive gesture, indicating their hidden behavior as being aggressive.
32 Anyone who gives you a handshake with two hands, when first meeting you, is likely to be insincere and overwhelming, or even deceitful.
33 HAPPY COMMUNICATING!!! Questions?
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