Slide 1: Communication Skills
Presented by Jean Francois Laurette
Slide 2: LEARNING OBJECTIVES
Learning approach – Attitude Definition (s) Models of communication Communication process Functions of communication Ways and types of communication Forms and channels of communication Barriers of communication Basic skills of communication Non Verbal communication Speech and writing work shop Non Violent communication
COMMUNICATION SKILLS
Slide 3: ATTITUDE IS EVERYTHING
COMMUNICATION SKILLS
Slide 4: THE ICEBERG
HOW MUCH DO YOU SEE OF AN ICEBERG?
COMMUNICATION SKILLS
Slide 5: THE ICEBERG
ONLY 10% OF ANY ICEBERG IS VISIBLE. THE REMAINING 90% IS BELOW SEA LEVEL.
COMMUNICATION SKILLS
Slide 6: THE ICEBERG
VISIBLE ABOVE SEA LEVEL
SEA LEVEL
10 %
INVISIBLE BELOW SEA LEVEL
90 %
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Slide 7: THE ICEBERG
The Iceberg phenomena is also applicable on human beings …
COMMUNICATION SKILLS
Slide 8: THE ICEBERG
KNOWN TO OTHERS
UNKNOWN TO OTHERS KNOWLEDGE & SKILLS
SEA LEVEL
ATTITUDE
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Slide 9: THE ICEBERG
In other words,
COMMUNICATION SKILLS
Slide 10: THE ICEBERG
KNOWN TO OTHERS
UNKNOWN TO OTHERS
BEHAVIOR
SEA LEVEL
VALUES – STANDARDS - JUDGMENTS
ATTITUDE
MOTIVES – ETHICS - BELIEFS
COMMUNICATION SKILLS
Slide 11: WHAT MAKES YOUR LIFE 100% ? Let each letter of the alphabetic has a value equals to it sequence of the alphabetical order:
SK I LLS 19 11 9 12 12 19 K NOWL E DG E 11 14 15 23 12 5 4 7 5 HARD 8 1 18 4 WORK 23 15 18 11
= = = =
82 96 98 100
ATT I TUDE 1 20 20 9 20 21 4 5
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Slide 12: THE CAN DO ATTITUDE
You CAN DO everything, but not all at once. You CAN DO everything, if it’s important enough for you to do. You CAN DO everything, but you may not be the best at everything. You CAN DO everything, but there will be limitations. You CAN DO everything, but you’ll need help.
COMMUNICATION SKILLS
Slide 13: BEST QUOTES ON POSITIVE ATTITUDE
A positive thought is the seed of a positive result. If you don’t like something, change it. If you can’t change it, change your attitude. Don’t complain. The most significant change in a person’s life is a change of attitude. Right attitudes produce right actions. Your positive approach will always bring you where you want to be though the load is heavy.
COMMUNICATION SKILLS
Slide 14: “Just as toothpaste and mouthwash are really not the key to social success, nobody can give you a communication pill which will automatically transform you into a communication star”. (Myers and Myers, Dynamics of Human
Communication, 1985)
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Slide 15: WHAT IS COMMUNICATION? “Communication means sharing messages, ideas or
attitudes that produce a degree of understanding between a sender and a receiver. In everyday usage, communication implies an attempt to share meaning by transmitting messages among people” *** “Communication is the art of transmitting information, ideas and attitudes from one person to another. Communication is the process of meaningful interaction among human beings”
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Slide 16: MODELS OF COMMUNICATION Model 1: The Bulls’ eye
It suggests that communication is a one way process
COMMUNICATION SKILLS
Slide 17: MODELS OF COMMUNICATION Model 2: The Ping Pong
The flow of communication can go both ways but only one way at a time
COMMUNICATION SKILLS
Slide 18: MODELS OF COMMUNICATION Model 3: Lasswell
Who, says What, in which Channel, to Whom, and with what Effect
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Slide 19: MODELS OF COMMUNICATION Model 4: Transactional
The act of communication is a transaction, a continuous flow of information in both, or many directions at once
You cannot not communicate Communication is based on predictability Communication is a chicken and egg process Communication occurs at two levels Communication is a sharing of meaning
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Slide 20: COMMUNICATION PROCESS
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Slide 21: WAYS & TYPES OF COMMUNICATION
Ways Spoken words Written words Visual image Body language
Types
Downward communication Upward communication Lateral or horizontal communication
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Slide 22: FUNCTIONS OF COMMUNICATION
To warn To advise To inform To persuade To express opinions To amuse
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Slide 23: WHY DO WE COMMUNICATE?
To satisfy needs that we have within us To survive physically and as human beings To feel secured and valued by others To be involved with others, in relationship To conduct the everyday business of our lives To give and receive information To play with ideas and stories To express ourselves To make sense of the world
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Slide 24: FORMS OF COMMUNICATION
Differentiation between those words:
Public relations Marketing Selling Advertising Promotion Propaganda
Communication to the publics
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Slide 25: BARRIERS OF COMMUNICATION
Mechanical – Semantic – Psychological barriers
• • • • • • •
Noise Inappropriate medium Assumptions/Misconceptions Emotions Language differences Poor listening skills Distractions
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Slide 26: COMMUNICATION BASICS SKILLS
• Listening skills • Writing skills • Presentation skills
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Slide 27: NON VERBAL COMMUNICATION
How can you utilize the Nonverbal cues?
Visual Tactile Vocal Time and Space
COMMUNICATION SKILLS
Slide 28: NON VERBAL COMMUNICATION
How can you utilize the Nonverbal cues? Visual
Components Image Facial Expressions Eye Movements Posture Gestures Examples Clothing, hygiene Frown, smile, sneer Looking away, staring Leaning in, slumped Handshake, wave Meanings Communicated Values, competence Unexpressed feelings Intentions, state of mind Attitude Intentions, feelings
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Slide 29: NON VERBAL COMMUNICATION
How can you utilize the Nonverbal cues? Tactile
Components Touch Examples Meanings Communicated Pat on the back Approval Gentle touch on an arm Support and concern
Vocal
Components Examples Meanings Communicated How things are said Loudness, pitch, rate Different meanings e.g Vocal intonation Rhythm, pitch, clarity Sarcasm, disapproval
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Slide 30: NON VERBAL COMMUNICATION
How can you utilize the Nonverbal cues? Spacial
Components Examples Meanings communicated Body closeness 0-2 feet Feelings of intimacy Furniture arrangement Large pieces far apart Formal and serious
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Slide 31: NON VIOLENT COMMUNICATION
How to communicate positively Differentiating observation from evaluation Differentiating feeling from thinking Requesting what we would like in a way that clearly and specifically states what we do want
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