Communication Skills PDF

COMMUNICATION SKILLS COMMUNICATION SKILLS - PUNITIKA BATRA A SERIES OF EXPERIENCE COMMUNICATION SKILLS - PUNITIKA BATRA COMMUNICATION IS The ability to send and receive message through a medium. Common ways include: Speaking Writing Signs and Symbols Body Lan...

COMMUNICATION SKILLS COMMUNICATION SKILLS - PUNITIKA BATRA A SERIES OF EXPERIENCE COMMUNICATION SKILLS - PUNITIKA BATRA COMMUNICATION IS The ability to send and receive message through a medium. Common ways include: Speaking Writing Signs and Symbols Body Language  COMMUNICATION SKILLS - PUNITIKA BATRA Derived from Latin word ‘ communis’ which means ‘to share’ COMMUNICATION “ Communication is an exchange of facts, CONNECTS ideas, opinions, or emotions by two or more persons.” W,H. Newman , C.F. Summer Jr.  COMMUNICATION SKILLS - PUNITIKA BATRA Interchange of Information Continuous Process Mutual Understanding CHARACTERISTIC S OF Response or Reaction COMMUNICATION Universal Function Social Activity  COMMUNICATION SKILLS - PUNITIKA BATRA BUT WHY IS Channelises Behaviour IT Improves Relationships IMPORTANT Develops Respect ? Promotes Understanding Develops Empathy Allows to function well in Social Situations Promotes Action Promotes Coordination COMMUNICATION SKILLS - PUNITIKA BATRA COMMUNICATION SKILLS - PUNITIKA BATRA WWWH MODEL TO PROFESSIONAL COMMUNICATION WHY WHO WHAT HOW  COMMUNICATION SKILLS - PUNITIKA BATRA PROCESS OF COMMUNICATION COMMUNICATION SKILLS - PUNITIKA BATRA MAJOR COMPONENTS OF COMMUNICATION PROCESS Idea or Input Sender Message Encoding Channel Output Decoding receiver Feedback COMMUNICATION SKILLS - PUNITIKA BATRA BARRIERS TO EFFECTIVE COMMUNICATION COMMUNICATION SKILLS - PUNITIKA BATRA COMMUNICATION BARRIERS Environmental Intra-Personal Inter – Personal Communication barriers barriers Barriers COMMUNICATION SKILLS - PUNITIKA BATRA INTRA-PERSONAL FACTORS Physiological Barriers Psychological Barriers ( False Assumptions, Over Confidence and Apathy, Fear and Defensiveness) Perceptual Barriers Attitudinal Barriers(Egocentrism, Judgmental Attitude) Emotional Barriers COMMUNICATION SKILLS - PUNITIKA BATRA INTER-PERSONAL COMMUNICATION BARRIERS SENDER-CENTRIC RECEIVER CENTRIC Lack of Preparation Poor Listening Overqualification or Lack of Credibility or content underqualification Over or Under Confidence Time Deficit Lack of Language competence Paucity of Relevant Information ( Grammar, Etymology, Inattentiveness Syntactical, Non- verbal, delivery Time Deficit Mode) Lack of Right attitude Information Overload COMMUNICATION SKILLS - PUNITIKA BATRA INTER-PERSONAL COMMUNICATION BARRIERS SENDER-CENTRIC RECEIVER CENTRIC Lack of Interest Over or Under confidence Lack of Emotional , Social and Inappropriate audience analysis Cross Cultural Intelligence Lack of Emotional , Social and Cross Lack of Language Competency Cultural Intelligence Lack of Credibility Over or Underqualification Lack of respect towards receiver Lack of Right Attitude Incorrect selection of channel of Communication Lack of respect towards Sender COMMUNICATION SKILLS - PUNITIKA BATRA ENVIRONMENTAL COMMUNICATION BARRIERS Physical Barriers Chronomatic barriers Social Barriers Cultural Barriers Technological Barriers Organizational/ Hierarchy Barriers Gender Barriers Cultural Barriers COMMUNICATION SKILLS - PUNITIKA BATRA OVERCOMING BARRIERS TO COMMUNICATION Sender based approaches Receiver based Approaches Message based Approaches Adherence to 7 C’s of Effective Communication COMMUNICATION SKILLS - PUNITIKA BATRA SENDER-BASED APPROACHES Adopting a receiver centric approach ( Visual mode, Auditory mode, Action Mode) Doing audience analysis ( Closed and actively unfriendly, Unfriendly, Neutral, Undecided, uninformed, supportive, open and actively supportive) Choosing Right communication channel Creating credibility Owning one’s message Facilitating feedback Verbal and Non Verbal Congruence Repeat, if necessary Don’t be judgemental COMMUNICATION SKILLS - PUNITIKA BATRA RECEIVER BASED APPROACHES Manage Information Overload Send feedback effectively COMMUNICATION SKILLS - PUNITIKA BATRA MESSAGE BASED APPROACHES Oral communication – Speaking to communicate Written communication Visual Communication COMMUNICATION SKILLS - PUNITIKA BATRA COMMUNICATION SKILLS - PUNITIKA BATRA PERSPECTIVES IN COMMUNICATION COMMUNICATION SKILLS - PUNITIKA BATRA COMMUNICATION SKILLS - PUNITIKA BATRA COMMUNICATION SKILLS - PUNITIKA BATRA COMMUNICATION SKILLS - PUNITIKA BATRA COMMUNICATION SKILLS - PUNITIKA BATRA COMMUNICATION SKILLS - PUNITIKA BATRA COMMUNICATION SKILLS - PUNITIKA BATRA COMMUNICATION SKILLS - PUNITIKA BATRA PERSPECTIVE An individual’s point of view through which we interpret and understand every event and communication happening around us. Different People , different perspectives Convey and Interpret messages through filters of our knowledge, beliefs and motives These filters formulate basis, and reflect our perspective of what we see in world, how we see, what we think and how we communicate. COMMUNICATION SKILLS - PUNITIKA BATRA FACTORS AFFECTING PERSPECTIVE IN COMMUNICATION Language Visual Perception Past Experiences Prejudice Feelings Environment Personal factors Culture Attitude Beliefs