communication skills life skills
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COMMUNICATION SKILLSAparna AgrawalAsteya09/04/2012
WHAT IS COMMUNICATION??
Process
Transmission/Exchange
Thoughts
Words
Ideas
Sharing Information
IMPORTANCE OF COMMUNICATION
“The way we communicate with others and
with ourselves ultimately determines the
quality of our lives”
- Anthony Robbins
IMPORTANCE OF COMMUNICATION
Self (Leadership)
Family (Relationships)
Society
Business
Workplace
Self (Leadership)
Affects Self Confidence
Represent Followers (Mahatma Gandhi/Obama)
Family (Relationships)
Positive Bonds
Prevent Misunderstandings
IMPORTANCE OF COMMUNICATION
Society
Man is a Social Animal
Business
Networking
Dealing with Partners/Stakeholders
Workplace
Coordinating with other Employees/Mgmt
Expressing Ideas
IMPORTANCE OF COMMUNICATION
BARRIERS IN COMMUNICATION
“The single biggest problem in
communication is the illusion that it has
taken place.”
- George Bernard Shaw
BARRIERS IN COMMUNICATION
Listening Barriers
Interrupting
No Eye Contact
Ignoring
Speaking Barriers
Inconsistency
Lack of Clarity
Not Understanding the Receiver
Other Barriers
Muddled Messages
Stereotyping
Wrong Channel
Language
Lack of Feedback
Distractions
Poor Listening Skills
BARRIERS IN COMMUNICATION
EFFECTIVE COMMUNICATION
There is all the difference in the world
between having something to say and
having to say something.
- John Dewey
EFFECTIVE COMMUNICATION
Ways to Communicate Effectively
Avoid Noise
Organizing Thoughts
Actions Speak greater than Words
Be Concise
Translate for the Audience
Listen Carefully
Negotiate
REFLECT
Errors in Communication
Your experiences
What went wrong
Tone/Accent
Expression
Medium
Use of colloquial terms
How can they be avoided
EFFECTIVE COMMUNICATION
Use “I” Messages
Your Feelings
No Blaming
Positive Language
Be Open E.g.
You are lying I feel I don’t know the whole truth
You did a bad job I think you have potential to do much better
Change the following to “I” sentences You never call me.
I wish you would call me more often. You don’t listen to me!
Sometimes I feel I am not being listened to You make me angry!
I feel hurt/irritated when you do this. That’s a dumb idea!
I think we can try a different idea. No one does anything.
I feel I do all the work here. You annoy me, go away!!
I need to “Me” time now.
EFFECTIVE COMMUNICATION
TYPES OF COMMUNICATION
Verbal & Non – Verbal
Verbal
Oral
Written
Non – Verbal
Postures
Gestures
Body Language
TYPES OF COMMUNICATION
Non – Verbal Communication
You cannot shake hands with a
clenched fist.
- Indira Gandhi
ACTIVE LISTENING
Handy Tips
Focus
Avoid Judgment
Interest
Empathy
Interpret and Clarify
ACTIVE LISTENING
The proof of good listening is an
appropriate response.
- Judi Brownell
Do you think your colleague
Not sure na……until you know him/her well….Till then you can only guess or ASSUME!!
KNOW FIRST THEN SPEAK!!!
Then why do we believe that our colleague
You also CANNOT know this by just looking at a person for a few days…..not until you understand him/her
KNOW FIRST THEN SPEAK!!!
KEEP JUDGMENTS ASIDE
Avoid excessive interpretation
When in doubt, ASK
Tell the truth, politely
Appreciate and then continue
Give genuine appreciation
Don’t Assume!!
MORALITY IN COMMUNICATION
Be Yourself
Be True
Converse from Heart
Connect to the Person
Be Open to Multiple Viewpoints
Be Yourself
Assertive Behavior:
Standing for own rights w/o infringing on others
"I win; you win“
Passive/Nonassertive Behavior:
Giving up own rights and defers that of another person
"I lose; you win”
Aggressive Behavior:
Standing for own rights w/o regard for others
"I win; you lose"
ASSERTIVENESS
Learn to say
“NO”
ASSERTIVENESS
TIME MANAGEMENT
Covey’s Four Quadrant TODO
Due Soon Not Due Soon
Important
Not Important
TIME MANAGEMENT
Get Started
Maintain a Routine
Don’t Commit to too many things
Divide Large Tasks
Write Things Down
Prioritize
Set Start & Stop times
TIME MANAGEMENT
Plan Realistically
Have a List “A” & List “B”
Take Breaks consciously (Mails/FB)
Organize
Outsource
Meetings
“Do Not Disturb”
TIME MANAGEMENT
Time Wasters:
Procrastination
Poor Organization
Ineffective Meetings
Failing to Delegate
Lacking Priorities
TIME MANAGEMENT
80 – 20 Rule
This argues that typically 80% of
unfocussed effort generates only 20% of
results. The remaining 80% of results are
achieved with only 20% of the effort.
DECISION MAKING
Cookies(ppt)
DECISION MAKING
Constructive Environment
Good Alternatives
Explore Alternatives
Choose the Best Alternative
Verify your Decision
Communicate your Decision & Take Action
DECISION MAKING
Constructive Environment
Objective
Process
Good Alternatives
Brainstorming
Organize Ideas
DECISION MAKING
Explore Alternatives
Risk
Implication
Choose the Best Alternative
Verify
Communicate & Act
GROUP COMMUNICATION
Avoid!!!
Group Think
Ganging Up
Venting
Talkative vs. Quiet
Group Conflict
Over Preparation
GROUP COMMUNICATION
Remember
Watch Yourself
Read & Prepare
Respect
Control
Acknowledge
Beware of “isms”
GROUP COMMUNICATION
Remember
Brain Storm
Be Ready to Talk
Network
Make People feel Needed
Say “Thank – You”
Be Assertive in Five Simple Steps
Stick to factual descriptions
Don’t exaggerate, just describe
Use “I Messages”
When you [their behaviour], I feel [your feelings]
“When you [their behaviour], then [results of their behaviour],
and I feel [how you feel]”
ASSERTIVENESS
Benefit:
Assertive communication can strengthen your
relationships, reducing stress from conflict and
providing you with social support when facing
difficult times.
ASSERTIVENESS
ATTITUDE
Shun
Apathy
Superiority
Lack of Concern
Arrogance
High Handedness
Egoism
ATTITUDE
Embrace
Openness
Humility
Creativity
Care
Positivity