Communication

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Lesson Two – Part Two

Communication

Lecture Outline
• What is communication? • Types of Communication Skills • Written communication • Report writing • Contents of the report • Communication across the business • C Communication responsibility i ti ibilit • Presentation skills • Dealing with the audience Communication 2

What is Communication?
Communication is a key management skill. Following six skills are basically considered under communication skill. 1. Listening skills 2. Questioning skills 3. Body language 4. Using th 4 U i the voice i 5. Being aware of how to come a cross 6. Effectively making the point Communication 3

Listening skills
The ability to listen does not only mean using the ears. It is a skill that involves a great deal of concentration, understanding the language f i d di h l and eye contact. Listening skills are the skills that require a great deal of practice.

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Active Listening skills
• • • • • • • • • Ask questions Write it down Ensure the communicator understands what he or she means Try to keep an open mind Avoid the te ptat o to interrupt o d t e temptation te upt Seek clarity when appropriate Try to understand the communicator’s body language Understand the feelings of the communicator Listen to the tone of voice Communication 5

Questioning skills
This facilitate problem solving, and test the understanding what is being said. Two types of questions can b seen. T t f ti be p q 1. Open questions 2. Closed questions

keep the balance among two types, both open and closed questions. Communication 6

Open Questions
This type of questions invite broader and more detailed response without limiting the respondent to “yes and no” type answers.

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Closed Questions
A closed question is much more direct, where a direct yes or no answer is usually called for. Comparison among answers i easy when using closed is h i l d questions.

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Advantages of using Questioning skills
1. It checks the understanding of what is being said. 2. 2 It encourages communicator t say more i t to g p p 3. In a meeting it facilitates participation 4. Help the communicator clarify own understanding 5. Build enthusiasm for the conversation Communication 9

Understanding the body language
By d t di B understanding other’s body language one th ’ b d l can get a clear idea about communicator’s genuineness, confidence and interest in what he / she is saying. Immediate areas to saying concentrate upon are eye contact, expression, handshake and postures.

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Tips to learn once body language

1. Body language reflects the competency of t e communicator a d a so t e feeling the co u cato and also the ee g towards the communication. 2. Body language reflects the culture of the communicator as well.

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Using the Voice
• The way we use our voice largely determines how we gain the attention • The tone of voice that we use should be appropriate and relevant to what we are pp p actually trying to say. • There is a relationship among the words and the tone of the voice. Communication 12

Silence is an important message, it says….
1. Either party is uncomfortable 2. One 2 O or both parties are being polite b h i b i li 3. One party is taking time to think p y g 4. Politeness 5. One or both parties do not know what to say next Communication 13

Being aware of how to come a cross
You and how you appear to other people does send out a clear message. It is a kind of impression. Ways of doing this are as follows. 1. What has done to make the positive first impression 2. Personal grooming 3. How you dress 4. Personal posture 5. How to appear more confident 6. How t use consistent eye contact 6 H to i t t t t Communication 14

Effectively making the point Consider following four attributes 1. Well preparation 2. Gaining the attention of the receiver 3. Making th 3 M ki the message 4. Checking...
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