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Second Session: Communication skills

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MASS Workshop

on 19 March 2015

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Transcript of Second Session: Communication skills

Communication skills
Language Barriers
Physiological Barriers
Psychological Barriers
what is communication ?
Communication Channels
There are multiple communication channels available to us today, for example face-to-face conversations, telephone calls, text messages, email, the Internet (including social media such as Facebook and Twitter), radio and TV, written letters, brochures and reports to name just a few.
What is effective communication?
“To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others.
Tony Robbins

“Effective communication is the communication which produces intended or desired result”...It’s a two way process about how to deliver the right message to the right person.
Importance of effective communication:
Effective communication helps us better understand a person or situation and enables us to resolve differences, build trust and respect, and create environments where creative ideas, problem solving, affection, and caring can flourish.

•Complete information always gives additional information wherever required; it leaves no question in the minds of the receiver.
•Complete information helps in better decision making as it serves all the desired and crucial information.
•Complete information persuades the audience.

means communicating what you want to convey in least possible words.

Concise communication
provides short and essential message in limited words.

•Concrete communication implies being particular and clear rather being fuzzy and general.
•Concrete communication shows good level of confidence.
•Concrete information helps to strengthen the reputation of the organization.

•Concrete communication implies being particular and clear rather being fuzzy and general.
•Concrete communication shows good level of confidence.
•Concrete information helps to strengthen the reputation of the organization.


•Courtesy means being polite, kind, judicious, enthusiastic and convincing.
•Courtesy reflects the nature and character of the sender of the message.
•It is the same as give respect and then expect the same.
is any means by which an individual relates experiences, ideas, knowledge, and feelings to another.
-It is also defined as, “means of sending messages, orders, etc., including telephone, telegraph, radio, and television.

Choosing an appropriate communication channel is vital for effective communication as each communication channel has different strengths and weaknesses.
Types of communication: (how do we communicate?):
Spoken Communication:
Verbal communication:
face-to-face, telephone, radio or television and other media.
Para verbal communication:
how you say it? (Voice, tone, speed, pitch, volume)
Non-Verbal Communication:
body language, gestures, how we dress or act - even our scent.
Written Communication:
letters, e-mails, books, magazines, the Internet or via other media.

Physical Barriers
Systematic Barriers
Attitudinal Barriers
“If we were supposed
to talk more than we listen,
we would have
two tongues and one ear.”
Mark Twain.
Techniques of active listening
Use Affirmative Nods and Appropriate Facial Expressions
Avoid Distracting Actions or Gestures
Ask Questions
Avoid Interrupting the Speaker
Do Not Talk Too Much

Full transcript