Communication Skills Presented by Jean Francois Laurette COMMUNICATION

Communication Skills Presented by Jean Francois Laurette COMMUNICATION SKILLS

LEARNING OBJECTIVES n n n 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

ATTITUDE IS EVERYTHING COMMUNICATION SKILLS

THE ICEBERG HOW MUCH DO YOU SEE OF AN ICEBERG? COMMUNICATION SKILLS

THE ICEBERG ONLY 10% OF ANY ICEBERG IS VISIBLE. THE REMAINING 90% IS BELOW SEA LEVEL. COMMUNICATION SKILLS

THE ICEBERG VISIBLE ABOVE SEA LEVEL 10 % SEA LEVEL INVISIBLE BELOW SEA LEVEL 90 % COMMUNICATION SKILLS

THE ICEBERG n The Iceberg phenomena is also applicable on human beings … COMMUNICATION SKILLS

THE ICEBERG KNOWN TO OTHERS KNOWLEDGE & SKILLS SEA LEVEL UNKNOWN TO OTHERS ATTITUDE COMMUNICATION SKILLS

THE ICEBERG n In other words, COMMUNICATION SKILLS

THE ICEBERG KNOWN TO OTHERS BEHAVIOR SEA LEVEL UNKNOWN TO OTHERS VALUES – STANDARDS - JUDGMENTS ATTITUDE MOTIVES – ETHICS - BELIEFS COMMUNICATION SKILLS

WHAT MAKES YOUR LIFE 100% ? Let each letter of the alphabetic has a value equals to it sequence of the alphabetical order: S K I L L S 19 11 9 12 12 19 = 82 K N O W L E D G E 11 14 15 23 12 5 4 7 5 = 96 H A R D 8 1 18 4 = 98 = 100 W O R K 23 15 18 11 A T T I T U D E 1 20 20 9 20 21 4 5 COMMUNICATION SKILLS

THE CAN DO ATTITUDE n n n 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

BEST QUOTES ON POSITIVE ATTITUDE n n 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

“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) COMMUNICATION SKILLS

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” COMMUNICATION SKILLS

MODELS OF COMMUNICATION Model 1: The Bulls’ eye It suggests that communication is a one way process COMMUNICATION SKILLS

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

MODELS OF COMMUNICATION Model 3: Lasswell Who, says What, in which Channel, to Whom, and with what Effect COMMUNICATION SKILLS

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 n n n You cannot communicate Communication is based on predictability Communication is a chicken and egg process Communication occurs at two levels Communication is a sharing of meaning COMMUNICATION SKILLS

COMMUNICATION PROCESS COMMUNICATION SKILLS

WAYS & TYPES OF COMMUNICATION Ways n Spoken words n Written words n Visual image n Body language Types n n n Downward communication Upward communication Lateral or horizontal communication COMMUNICATION SKILLS

FUNCTIONS OF COMMUNICATION n n n To warn To advise To inform To persuade To express opinions To amuse COMMUNICATION SKILLS

WHY DO WE COMMUNICATE? n n n n n 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 COMMUNICATION SKILLS

FORMS OF COMMUNICATION Differentiation between those words: n n n Public relations Marketing Selling Advertising Promotion Propaganda Communication to the publics COMMUNICATION SKILLS

BARRIERS OF COMMUNICATION Mechanical – Semantic – Psychological barriers • • Noise Inappropriate medium Assumptions/Misconceptions Emotions Language differences Poor listening skills Distractions COMMUNICATION SKILLS

COMMUNICATION BASICS SKILLS • Listening skills • Writing skills • Presentation skills COMMUNICATION SKILLS

NON VERBAL COMMUNICATION How can you utilize the Nonverbal cues? n n Visual Tactile Vocal Time and Space COMMUNICATION SKILLS

NON VERBAL COMMUNICATION How can you utilize the Nonverbal cues? Visual Components Examples Meanings Communicated Image Facial Expressions Eye Movements Posture Gestures Clothing, hygiene Frown, smile, sneer Looking away, staring Leaning in, slumped Handshake, wave Values, competence Unexpressed feelings Intentions, state of mind Attitude Intentions, feelings COMMUNICATION SKILLS

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 COMMUNICATION SKILLS

NON VERBAL COMMUNICATION How can you utilize the Nonverbal cues? Spacial Components Examples Body closeness 0 -2 feet Furniture arrangement Large pieces far apart COMMUNICATION SKILLS Meanings communicated Feelings of intimacy Formal and serious

NON VIOLENT COMMUNICATION n n 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 COMMUNICATION SKILLS