In today's world Communication is the KEY to success. So, let us improve it and be successful. Thanks. N-G-Palit

1. Communication SkillsCommunication Skills
By –By – N.G.PalitN.G.Palit

2. What is Communication?What is Communication?
Communication is the art ofCommunication is the art of
transmitting information, ideastransmitting information, ideas
and attitudes from one personand attitudes from one person
to another.to another.
Communication is the processCommunication is the process
of meaningful interaction amongof meaningful interaction among
human beings.human beings.

3. What is Communication?What is Communication?
Communication is defined asCommunication is defined as
the interchange of thoughtsthe interchange of thoughts
or opinions throughor opinions through
’’shared symbolsshared symbols’’ e.ge.g
languagelanguage, words,, words, phrasesphrases etcetc

4. What is Effective Communication?What is Effective Communication?
Communication would beCommunication would be
termed effective if there is atermed effective if there is a
constructive feedback and all theconstructive feedback and all the
objectives achieved.objectives achieved.
Communication becomes effectiveCommunication becomes effective
only when the language used is effective,only when the language used is effective,
the message conveyed is clear and thethe message conveyed is clear and the
predetermined purpose is achieved.predetermined purpose is achieved.

5. Most common ways toMost common ways to
CommunicateCommunicate
Speaking
Writing
VisualVisual
ImageImage
Body
Language

6. Communication ProcessCommunication Process

7. Process of CommunicationProcess of Communication

8. Communication CodeCommunication Code

9. Four Facts of CommunicationFour Facts of Communication
SenderSender
ReceiverReceiver
MessageMessage
Feedback (response)Feedback (response)

10. Four Facets of CommunicatioFour Facets of Communicationn
In any communication:In any communication:
TheThe ’Sender’Sender’’ is the person who trying tois the person who trying to
communicate a message.communicate a message.
TheThe ’Receiver’Receiver’ is the person to whom the’ is the person to whom the
message is directed.message is directed.
A message is sent to conveyA message is sent to convey ’’information’.information’.
Information is meant to changeInformation is meant to change ’behaviour’.’behaviour’.

11. Communication mechanismCommunication mechanism
The message:The message:
The source of message is the sender. The sender mustThe source of message is the sender. The sender must
know why the communication is necessary & what resultknow why the communication is necessary & what result
is needed.is needed.
Encoding:Encoding:
Encoding is the process of taking your message andEncoding is the process of taking your message and
transferring it into the proper format for sharing it with thetransferring it into the proper format for sharing it with the
audience.audience.
Channel:Channel:
Channel is the method of communication that youChannel is the method of communication that you
choose, such as face-to-face, by telephone or via e-mail.choose, such as face-to-face, by telephone or via e-mail.

12. Communication mechanismCommunication mechanism
Decoding:Decoding:
It is the process of receiving the message accurately,It is the process of receiving the message accurately,
and understand the information.and understand the information.
Feedback:Feedback:
It is the response from the receiver.It is the response from the receiver.
Feedback lets you know if your communication wasFeedback lets you know if your communication was
successful or not.successful or not.
Feedback can be Verbal & Non-verbal Reactions.Feedback can be Verbal & Non-verbal Reactions.
It can be Positive feedback and Negative feedbackIt can be Positive feedback and Negative feedback

13. Communication is a two-wayCommunication is a two-way
processprocess
Communication is aCommunication is a
’’two-way process’.two-way process’.
Sender to ReceiverSender to Receiver
((message)message),, and receiverand receiver
to senderto sender ((feedback)feedback)

14. Nature of communicationNature of communication
It has four specific skills:It has four specific skills:
1. Reading1. Reading
2. Writing2. Writing
3. Speaking3. Speaking
4. Listening4. Listening

15. Channel of communicationChannel of communication
Channel means pathway.Channel means pathway.
The route through whichThe route through which
message flows from sendermessage flows from sender
to receiver.to receiver.
Different channels used in anDifferent channels used in an
organizationorganization::
1. Formal channel1. Formal channel - official form- official form
2. Informal channel2. Informal channel – unofficial form– unofficial form

16. Types of CommunicationTypes of Communication
On the basis of organizational relationship:On the basis of organizational relationship:
1.1. FormalFormal
2. Informal2. Informal
On the basis of flow:On the basis of flow:
1. Vertical1. Vertical
2. Diagonal / crosswise2. Diagonal / crosswise
3. Horizontal3. Horizontal

17. Informal communicationInformal communication
’Grapevine’’Grapevine’
’’Grapevine’Grapevine’ is also anis also an
informal communicatioinformal communication.n.
It follows no rules andIt follows no rules and
spreads fast like grapevine.spreads fast like grapevine.
There are two types ofThere are two types of
Grapevine:Grapevine:
II. Rumours. Rumours
2. Gossips2. Gossips

18. Types of CommunicationTypes of Communication
On the basis of Expression:On the basis of Expression:
1. Oral1. Oral
2. Written2. Written
3. Gesture3. Gesture

19. Various means of communicationVarious means of communication
Verbal communicationVerbal communication
Oral
Written
Non-Verbal
communication
Sign language
Body language
Para language
Space, Surrounding &
Time

21. Verbal & non-verbalVerbal & non-verbal
communicationcommunication
In Verbal CommunicationIn Verbal Communication::
Words account for only -Words account for only - 7%7%
ToneTone
ModulationModulation 38%38%
VolumeVolume
Total - 45%Total - 45%
BalanceBalance 55%55% is through non-verbal Communication,is through non-verbal Communication,
which includes:-which includes:-
Our Body Language.Our Body Language.
Breathing.Breathing.
Our movement.Our movement.

22. Verbal languageVerbal language
** Like: Arabic, English,Like: Arabic, English,
French,…etcFrench,…etc
* Verbal Language Skills:* Verbal Language Skills:
1. Reading.1. Reading.
2. Writing2. Writing
3. Speaking.3. Speaking.
4.4. ListeningListening

23. What is Verbal Communication?What is Verbal Communication?
Verbal means use of words. So, verbalVerbal means use of words. So, verbal
communication may becommunication may be either oral or written.either oral or written.
1. Oral Communication:1. Oral Communication:
This is communication through spoken words.This is communication through spoken words.
2. Written Communication:2. Written Communication:
Communication through written words, like:Communication through written words, like:
letters, memos, circulars, manuals etcletters, memos, circulars, manuals etc

24. Impact of oral communication?Impact of oral communication?

25. Non-verbal CommunicationNon-verbal Communication

26. Contribution of body languageContribution of body language

27. Major areas of non-verbalMajor areas of non-verbal
behaviours are:behaviours are:
* Eye contact* Eye contact
* Facial expressions* Facial expressions
* Gestures* Gestures

28. Non-verbal behaviourNon-verbal behaviour
Posture & body orientationPosture & body orientation
ProximityProximity
ParalinguisticsParalinguistics

29. Facial ExpressionsFacial Expressions

30. GesturesGestures
RecognizeRecognize attitudesattitudes conveyedconveyed
through Body Language.through Body Language.
Pick upPick up non-verbal signals fromnon-verbal signals from
body language.body language.
Facial expressions canFacial expressions can enhanceenhance
or detractor detract verbal communicationverbal communication..

31. Gesture can be effectively used toGesture can be effectively used to
augment our oral communicationaugment our oral communication

32. Para linguisticsPara linguistics
Components ofComponents of Para linguisticsPara linguistics are:are:
Rate of speedRate of speed
When a speaker speaks too fast, he is seen asWhen a speaker speaks too fast, he is seen as
more competentmore competent..
PitchPitch
Pich should be changed according to thePich should be changed according to the
context of the spoken words.context of the spoken words.
VolumeVolume
LoudLoud people are considered as agressive.people are considered as agressive.
Soft spokenSoft spoken voices are perceived as timid or polite.voices are perceived as timid or polite.

33. Barriers in communicationBarriers in communication
NOISE FACTORNOISE FACTOR

34. Barriers to communicationBarriers to communication
NoiseNoise
Assumptions / MisconceptionsAssumptions / Misconceptions
Inappropriate mediumInappropriate medium
Language differencesLanguage differences
EmotionsEmotions
Poor listening skillsPoor listening skills
DistractionsDistractions

35. b. Internal Stimulib. Internal Stimuli
Noise FactorNoise Factor: It is interference in communication: It is interference in communication
a. Physical Noisea. Physical Noise

36. Barriers in communicationBarriers in communication
1.1. Semantic BarrierSemantic Barrier::
a.a. SymbolsSymbols with different meaningwith different meaning
b. Badly expressed message or use ofb. Badly expressed message or use of
Jargons(specialist’s language).Jargons(specialist’s language).
c. Unclarified assumptionsc. Unclarified assumptions
d. The same words can haved. The same words can have
different meanings, depending ondifferent meanings, depending on
how we interpret them. Example:how we interpret them. Example:
””A woman without her manA woman without her man,, is nothing”is nothing”
””A woman,A woman, wthout her man is nothing”wthout her man is nothing”

37. Organizational BarriersOrganizational Barriers
a. Organizational Policya. Organizational Policy
b. Organizational Cultureb. Organizational Culture
c. Organizational rules & regulationsc. Organizational rules & regulations
d. Staus Relationshipd. Staus Relationship
e. Inadequate Facility: Lack ofe. Inadequate Facility: Lack of
regular meetings etc.regular meetings etc.

38. Psychological or Emotional BarrierPsychological or Emotional Barrier
aa. Lack of attention. Lack of attention
b. Premature evaluationb. Premature evaluation
c. Loss of transmission & poor retaintionc. Loss of transmission & poor retaintion
d.d. Distrust of communication.Distrust of communication.
e. Failure to communicate properly.e. Failure to communicate properly.
..

39. Communication involves threeCommunication involves three
componentscomponents
1. Verbal Messages:1. Verbal Messages:
The words we choose.The words we choose.
2. Paraverbal Messages:2. Paraverbal Messages:
What we transmit through tone, pitch etc.What we transmit through tone, pitch etc.
It is not what you say,It is not what you say, it is how you sit is how you say it, thatay it, that
matters.matters.
3. Non-verbal Messages:3. Non-verbal Messages:
Mainly our bodylanguage.Mainly our bodylanguage.
These three components are used:These three components are used:
** To send clear & concise messagesTo send clear & concise messages
* Receive & correctly understand messages sent to us.* Receive & correctly understand messages sent to us.

40. Non-verbal CommunicationNon-verbal Communication
Non-verbal
communication
Ways of
talking
Sounds Posture
Head
movements
Space
Body
contact
Appearan
ce
Hands
movements
Eye
movements

41. What makes a goodWhat makes a good
communicator?communicator?
Clarity
Integrity Timing
Adequacy

42. Tips for good communicationTips for good communication
skillsskills
Knowledge of oneselfKnowledge of oneself
Get to know othersGet to know others
Prepare & organizePrepare & organize
Know what you want to sayKnow what you want to say
Know your messageKnow your message
Think before you talkThink before you talk

43. Tips for good PresentationTips for good Presentation
PracticePractice the power of persuationthe power of persuation
Know about the audienceKnow about the audience
Use theUse the ’KISS’KISS’ method’ method
Use simple termsUse simple terms for better clarityfor better clarity
Choose correct wordsChoose correct words
Avoid technical jargonsAvoid technical jargons
Speak audience’s languageSpeak audience’s language

44. Tips for good PresentationTips for good Presentation

45. Factors important for goodFactors important for good
communicationcommunication
Watch your toneWatch your tone
Tone gives evidence of your feelingsTone gives evidence of your feelings
Soften tone to show respectSoften tone to show respect
Never reveal negative emotionsNever reveal negative emotions
Choose your words carefullyChoose your words carefully
Watch your language & toneWatch your language & tone
Maintain good eye contactMaintain good eye contact
Watch receiver’s body languageWatch receiver’s body language
Keep you vocabulary constantly updatedKeep you vocabulary constantly updated

46. Factors important for goodFactors important for good
communicationcommunication
Speak from the heartSpeak from the heart
Use suitable pausesUse suitable pauses
Stop talkingStop talking
Think what to say nextThink what to say next
Emphasize a point by pausingEmphasize a point by pausing
Pause gives listeners time to thinkPause gives listeners time to think

47. Factors important for goodFactors important for good
communicationcommunication
Vary your rate of speechVary your rate of speech
Screen your distractionsScreen your distractions
Develop the art of listeningDevelop the art of listening
Aim for open, timely and two-wayAim for open, timely and two-way
communicationcommunication
Follow up on communicationFollow up on communication

48. Power Of ListeningPower Of Listening
The philosopher EpictetusThe philosopher Epictetus
stressed the power ofstressed the power of
listening in this quote:listening in this quote:
””Nature gave us one toungueNature gave us one toungue
and two ears, so that weand two ears, so that we
could hear twice as much ascould hear twice as much as
we speak”.we speak”.

49. Hearing Vs ListeningHearing Vs Listening
HearingHearing: A physical process.: A physical process.
Natural & passive.Natural & passive.
Listening:Listening:
Physical as well as mentalPhysical as well as mental
process, active and learnedprocess, active and learned
process,process, is a skill.is a skill.

50. Listen ActivelyListen Actively
Prepare to listenPrepare to listen by focusingby focusing
on the speaker.on the speaker.
Control & eliminateControl & eliminate
distractionsdistractions so that you canso that you can
focus on the message.focus on the message.
Establish appropriate eye contactEstablish appropriate eye contact to showto show
interest.interest.
Use listening as an opportunityUse listening as an opportunity
to get information, share others views and brodento get information, share others views and broden
your knowledge.your knowledge.

51. Listen ActivelyListen Actively
Non.verbal:Non.verbal:
Be aware of the speaker’sBe aware of the speaker’s
non-verbal messages.non-verbal messages.
Verbal:Verbal:
Pay attention to the wordsPay attention to the words
and feelings that are beingand feelings that are being
expressed.expressed.

52. Mechanical CommunicationMechanical Communication
By using mechanicalBy using mechanical
devices the communicationdevices the communication
can be sent.can be sent.
Examples:Examples:
Internet, radio, T.V. Etc.Internet, radio, T.V. Etc.

53. Communication ObjectivesCommunication Objectives
A.I.D.A formulaA.I.D.A formula
A -A - CaptureCapture AttentionAttention
I -I - ArouseArouse InterestInterest
D -D - CreateCreate DesireDesire
A -A - Inspire to takeInspire to take ActionAction

54. Communication GapCommunication Gap
The gap between the intended meaningThe gap between the intended meaning
and the perceived meaning is called theand the perceived meaning is called the
COMMUNICATION GAPCOMMUNICATION GAP
GAP
1
INTENDED
MEANING
4
PERCEIVED
MEANING

55. Communication GapCommunication Gap
1.1. Intended MeaningIntended Meaning is what we mean to say.is what we mean to say.
2.2. What we actually say.What we actually say.
There is a difference between 1 & 2There is a difference between 1 & 2
3. What receiver hears.3. What receiver hears.
4.What receiver understands is the4.What receiver understands is the
Perceived meaningPerceived meaning
There is a difference between 3 & 4There is a difference between 3 & 4
Finally, there is a big gap between 1 & 4. ThisFinally, there is a big gap between 1 & 4. This
is called theis called the –– ’Communcation Gap’’Communcation Gap’

56. Communication down the lineCommunication down the line
Memo from the Managing Director to theMemo from the Managing Director to the
Works Director:Works Director:
Tomorrow morning there is a total eclipse of theTomorrow morning there is a total eclipse of the
sun at nine O’clock. This is something which wesun at nine O’clock. This is something which we
can’t see everyday. So, let the workforce linecan’t see everyday. So, let the workforce line
up outside in their best clothes to watch it. Toup outside in their best clothes to watch it. To
mark this rare occasion I shall personallymark this rare occasion I shall personally
explain it to them. If it is raining, we shall not beexplain it to them. If it is raining, we shall not be
able to see it very well and inthat case theable to see it very well and inthat case the
workforce will assemble in the canteen.workforce will assemble in the canteen.

57. Memo from Work Director to GeneralMemo from Work Director to General
Works ManagerWorks Manager
By order of the Managing Director there will beBy order of the Managing Director there will be
a total eclipse of the sun at nine O’clocka total eclipse of the sun at nine O’clock
tomorrow morning. If it is raining, we shall nottomorrow morning. If it is raining, we shall not
be to see it very well at the site, in our bestbe to see it very well at the site, in our best
clothes.clothes.
In that case, the disappearance of the sun willIn that case, the disappearance of the sun will
be followed through in the canteen. This isbe followed through in the canteen. This is
something that we can’t see happen everyday.something that we can’t see happen everyday.

58. Memo from General WorksMemo from General Works
Manager to Works ManagerManager to Works Manager
By the order of the Managing Director, we shallBy the order of the Managing Director, we shall
follow through in our best clothes, thefollow through in our best clothes, the
disappearance of the sun in the canteen at ninedisappearance of the sun in the canteen at nine
O’clock to morning.O’clock to morning.
The Managing Director will tell us whether it isThe Managing Director will tell us whether it is
going to rain. This is something we can’t seegoing to rain. This is something we can’t see
happen everyday.happen everyday.

59. Memo from Works Manager toMemo from Works Manager to
ForemanForeman
If it is raining in the canteen tomorrow morningIf it is raining in the canteen tomorrow morning
which is something we can’t see happen everywhich is something we can’t see happen every
day, our Managing Director in his best clothesday, our Managing Director in his best clothes
will disappear at nine O’clock.will disappear at nine O’clock.

60. Message from Foreman to theMessage from Foreman to the
shop-floorshop-floor
Tomorrow morning at nine O’clock ourTomorrow morning at nine O’clock our
Managing Director will disappear. It is a pittyManaging Director will disappear. It is a pitty
that we can’t see this happen everday.that we can’t see this happen everday.

61. Poor vocabulary problemPoor vocabulary problem
Once, a man with poor EnglishOnce, a man with poor English
vocabulary went to a British lady-doctor tovocabulary went to a British lady-doctor to
consult about his wife, because theyconsult about his wife, because they
were not blessed with any child even afterwere not blessed with any child even after
several years of marriage.several years of marriage.
When the doctor asked about his wife’sWhen the doctor asked about his wife’s
problem, he explained the problem in thisproblem, he explained the problem in this
way:way:

62. Poor vocabularyPoor vocabulary
””Here is my wife Rita. Her problem is thatHere is my wife Rita. Her problem is that
she isshe is ’’ unbearableunbearable’’ (can’t bear a child),(can’t bear a child),
no, no she isno, no she is ’inconceiveable’’inconceiveable’ ((can’tcan’t
conceive), no, no, I am sorry, she isconceive), no, no, I am sorry, she is
’’impregnableimpregnable’’ (can’t become pregnant).(can’t become pregnant).
So, improve your vocabulary to avoidSo, improve your vocabulary to avoid
this type of situation.this type of situation.

63. Perception GroovePerception Groove
A nurse and a doctor fell in love and gotA nurse and a doctor fell in love and got
married. After a few months they had a child.married. After a few months they had a child.
But, the doctor says thatBut, the doctor says that ” I am not the father” I am not the father
of the child”.of the child”.
Then what is the matter?Then what is the matter?

64. Any Question?Any Question?

65. Communication is the key toCommunication is the key to
successsuccess

66. Nature’s CommunicationNature’s Communication

67. The EndThe End
By – N.G.PalitBy – N.G.Palit