Effective Communication

Shobha Manmohan

• Communication is a process of passing information, ideas or beliefs from one person to another so they are understood and can be used effectively.

Communication Skills

It seems simple.

But how many times have you misinterpreted what someone was saying to you?

Flow of communication!!!

Thinking about other things

Losing interest in what is being said

Distraction around you

Physical & Mental

Tiredness

Thinking of What to say next

Switched off due to bias(jargons, accent, culture etc.)

The Listening Challenge

Three steps to communicate effectively….

• Step 1

• Listen: don’t hear

LISTEN TO UNDERSTANDASSUMES WIN-WIN

BE DIRECTBE CLEARBE SPECIFICBE HONESTBE RESPECTFULBE TACTFULTAKE RESPONSIBILITY

FOR YOURSELF

Active Listening is necessary for two way communication

Do You Listen To Answer Or Listen To Understand?

If you listen to answer, you are losing your audience. This can sometimes appear cold and impersonal.

If you listen to understand, you are providing a much more personal approach

Seek Clarity

Don’t Assume

Don’t focus on your

Response

Active Listening will send the Right Signals

Step 2…

Rapport

Be in

Sync

Tonality

Understand their Map of the World

Be aware of

Verbal and

Non verbal Communication

Space

Gestures

Body Language is crucial

Effectiveness

93% • Non Verbal Cues

• 7%• Verbal Cues

Listen with your eyes

Eye Contact

Step three..

• Choose words carefully!

Use their Language

Say only what you Need to say

Respond Straightforwardly to questions

Check Understanding

Avoid Ambiguity

WHAT & HOW TO SAY

RESPOND

To Help People To Listen & Understand

ACKNOWLEDGE

To Show You Are Listening

ASK

To Control Conversation & To Get Information

Any Questions?