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1、1COMMUNICATION SKILLSBY:- AKBAR ALI.2COMMUNICATION SKILLSWEL COME!3“Winning is beginning. Beginning is half done.” 4“ “Do not dodge your difficultiesDo not dodge your difficultiesFace them and greet themFace them and greet themTime will come Time will come When you will defeat them!” When you will d
2、efeat 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 learning. It will be the day when you
3、 will finish your earnings.7“First impression is called as last impression and you will never get second chance for your first impression.”8YOU CANT LEARN SWIMMING AFTER READING A BOOK ON SWIMMING.9PEOPLE REMEMBERMORE TO GOODCOMMUNICATOR THANAN EXCELLENTPROFESSIONAL WHOCOMMUNICATES POORLY.10OBJECTIV
4、ES 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 Communication.11OBJECTIVES OF THE PRESENTATI
5、ONParticipants 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 improve their Communication Skills.12CO
6、MMUNICATION 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.13Communication is any means of contact between two or more people, out o
7、f 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.14COMMUNICATION SKILLSlCommunication is at the core of
8、 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, Acceptance an Resulting A
9、ction. 15 TYPES OF COMMUNICATION16 COMMUNICATION PROCESS17PURPOSES OF COMMUNICATIONlTo form & maintain relationships.lTo convey feelings.lTo solve prolems.lTo persuance.lTo make decision.lTo give information.lTo reduce stress. 18qThe Seven Cs of Communication:-1.Clearly.2.Concisely.3.Completely.4.Co
10、rrectly.5.Concretely .6.Courteously. 7.Considerate COMMUNICATION SKILLS19CompletenesslYour 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 everything
11、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 desirable20ConcisenesslBusiness p
12、eople 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 three t
13、imes 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 mat
14、erial lAvoid unnecessary repetition 21ConsiderationlConsideration 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 reaction
15、 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. 22ConcretenesslThe business writing should be specific, definite
16、.lCommunication 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
17、 comparisons and use figurative language and concrete words.23ClaritylClarity 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
18、 pithy,short,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.24Cour
19、tesylEveryone gains 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.lCourte
20、sy is a goodwill 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.25Correctness lTo be correctness in communication principle should be b
21、orne mind lUse the correct 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 sente
22、nce structure .lThere should be proper grammar , punctuation, spelling , and paragraphing.26COMMUNICATION SKILLSlThe Four Fs required Good Communication:-lFocusedlFlexiblelFastlFriendly27qComposition of Communication:-07%Words-38% Voice Tonality-55%Body LanguageCOMMUNICATION SKILLS28COMPOSITION OF C
23、OMMUNICATION29BARRIERS OF COMMUNICATION1. 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.30PERCEPTION GUESS THE AGE OF WOMAN?31PERCEPTIO
24、N32qMisunderstanding arise due to:-Problems in Developing the message.-Problems in Transmitting the message.-Problems in Receiving the message.-Problems in Understanding the message. SECRETS OF COMMUNICATION33SECRETS OF COMMUNICATIONMisunderstanding! 34SECRETS OF COMMUNICATIONARC COMMUNICATIONCAAFFI
25、NITYRREALITY35COMMUNICATION SKILLSqWhen Communication Fails:-Mistakes are made.-Misunderstanding Occur.-Time is wasted.-Problems are created.-Relationships are strained.-Orders are lost.-Information is incorrect36COMMUNICATION SKILLSqWhen Communication Fails:-Instruction become misleading.-Reality i
26、s distorted.-Confusion arises.-Opportunities are missed.-Problems complain.-Customers change suppliers.37COMMUNICATION 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 de
27、fined goal.5.Lack of sufficient proof, examples or analogies.6.Failure to control time.7.Over use or poor use of individual aids.8.Failure to handle questions well.38COMMUNICATION SKILLSINVOLVEMENT OF COMMUNICATION IN PERSONAL LIFE.3940 4.0ENTHUSIASM 3.5CHEERFULNESS 3.3STRONG INTEREST 3.0CONSERVATIO
28、N 2.5BOREDOM 2.0 ANTAGONISM 1.5 ANGER 1.1 COVERT HOSTILITY 1.0 FEAR. 0.5 GRIEF. 0.05 APATHY.SECRETS OF COMMUNICATIONTONE SCALE41COMPOSITION 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 SK
29、ILLS42Communication Rights and ResponsibilitieslRIGHTSl1. You have the 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.RESPONSI
30、BILITIES1.You have the responsibility to treat others with respect.2.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.43Communicati
31、on AdvantagesCommunication AdvantagesqIncrease productivity.qReduce stress.qBetter understand what others are saying.qBetter understand how to get your message across.qEnhance relationships.qSave time and money.44A KEY TO EFFECTIVE COMMUNICATIONS=SMILE:- You will appear more open to listening. M=MAI
32、NTAIN:- eye contact. You will be seen as more sincere, honest, and informed. I= INVITE :- response by giving the receiver time 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.
33、E= ENCOURAGE:- the other person .Keep a pleasant facial expression and give nods to show interest and attention.45SMILE & SILENCE:-lSmile & Silence are two most powerful tools. Smile is the way to Solve many problems Silence is the way to avoid many problems46A.U.D.I.E.N.C.E:-lUsing the word A-U-D-I
34、-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 emographics: - 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 t
35、hey 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 xpectations :- What do they expect to learn or hear from you?lDevelop :-specific questions which fit into each of these eight categories and ask the c
36、lient or audience to tell you what they want. Essentially, ask them what they need and give it to them.47ATTITUDEWhen you change your thinking, you change your belief; when you change your belief, you change your expectations; when you change your expectations, you change your behaviour; when you ch
37、ange your behaviour, you change your attitude; when you change your attitude, you change your life. (Eisenhower)48LISTENING49LISTENING“The other half of communication skills. and an essential key to increasing your results.”50 When you rearrange the letter LISTEN, what word do you get?51 52qLISTENIN
38、GvYou will always learn more by listening than by speaking.vMost people need and want someone who will listen to them with individual attention. COMMUNICATION SKILLS53qLISTENING vListen 85 percent of the time, speak 15 percent, your whole world will shift, and you will learn more, too. People value
39、a good listener.COMMUNICATION SKILLS54qActive Listening:-Focus attention on speaker & avoid any distraction.-Maintain eye contact.-Conformity of feelings.-Listen for Central Ideas.-Match body language & voice tone.COMMUNICATION SKILLS55LISTENING GUIDELINE:-LISTEN PHYSICALLY:-LISTEN MENTALLY:-THE FLO
40、WER 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.56K= KEEP I= ITS=SHORT &S=SIMPLECOMMUNICATION SKILL5758部分资料从网络收集整理而来，供大家参考，感谢您的关注！
