Basic Communication Skills
Communication is a Series of Experiences of
Hearing Smell
Seeing
Touch
Taste
Basic Communication Skills
Communication - Meaning
Communication is a dynamic process…
through this process we convey a
thought or feeling to someone else.
how it is received depends on a set of
events, stimuli, that person is exposed
to.
how you say what you say plays an
important role in communication.
Basic Communication Skills
TOTAL COMMUNICATION PROCESS
Writing
9% Speaking
30%
Reading
16%
Listening
45%
Basic Communication Skills
LEVELS OF COMMUNICATION
VERBAL
Intra verbal: intonation of word and sound
Extra verbal verbal: implication of words
and phrases, semantics
NON-VERBAL
Gestures
Postures
Movements
SYMBOLIC
Basic Communication Skills
Barriers in Communication
(that have to do with the COMMUNICATOR)
Unwillingness to say things differently
Unwillingness to relate to others
differently
Unwillingness to learn new approaches
Lack of Self-Confidence
Lack of Enthusiasm
Voice quality
Prejudice
Basic Communication Skills
Barriers in Communication
(that have to do with the COMMUNICATOR)
Disagreement between verbal and non-verbal messages
Negative Self Image
Lack of Feedback
Lack of Motivation and Training
Language and Vocabulary Level
Lack of Self Awareness
Basic Communication Skills
Barriers in Communication
(that have to do with the RECEIVER)
Selective Perception
Unwillingness to Change
Lack of Interest in the Topic/Subject
Prejudice & Belief System
Rebuttal Instincts
Personal Value System
Here-and-Now internal & external factors
Basic Communication Skills
External Barriers in
Communication
Environment
The venue
The effect of noise
Temperature in the room
Other People – Status, Education
Time
Basic Communication Skills
5 Basic reasons we Do Not Listen
Listening is Hard Work
Competition
The Rush for Action
Speed differences (120 wpm v/s 360 wpm)
Lack of Training
Basic Communication Skills
4 Levels of Listening
The Non-Listener
The Marginal Listener
The Evaluative Listener
The Active Listener
Basic Communication Skills
Improving Listening Skills
By not being Preoccupied
Being Open Minded & Non Defensive
Minimizing Interruptions
Effective Listening is: Hearing, interpreting when
necessary, understanding the message and relating to
it.
By Asking Questions
Basic Communication Skills
COMMUNICATION
7% WORDS
Words are only labels and the listeners put their own
interpretation on speakers words
38% PARALINGUISTIC
The way in which something is said - the accent, tone
and voice modulation is important to the listener.
55% BODY LANGUAGE
What a speaker looks like while delivering a message
affects the listener’s understanding most.
Basic Communication Skills
TYPES OF BODY LANGUAGE
Remember that you are dealing with “PEOPLE”
(P)OSTURES & GESTURES
How do you use hand gestures? Stance?
(E)YE CONTACT
How’s your “Lighthouse”?
(O)RIENTATION
How do you position yourself?
(P)RESENTATION
How do you deliver your message?
(L)OOKS
Are your looks, appearance, dress important?
(E)PRESSIONS OF EMOTION
Are you using facial expressions to express emotion?
