Communication skills
Exchange of information with
others…
By
Dr. Shumaila Mazhar Khan
Process of communication
Characteristics of good
communication
Tools of communication
Listening
Speaking
Reading
Writing
Watching
Showcasing
Listening Skills
Listening is the ability to accurately receive and
interpret messages in the communication
process.
Listening and Hearing
Hearing is when the sounds enter your ears.
It is a physical process that happens
automatically.
Listening requires focus and concentrated effort,
involving both mental and physical capability.
Listening is not a passive process.
The listener should be as engaged in the process
as the speaker.
Active listening
Active listening describes the process of
being fully involved.
Active listening involves listening with all
senses.
Interest can be conveyed by:
maintaining eye contact
nodding your head
smiling to encourage speaker to continue
How to improve Listening
Skills
Ways to listen better:
Give attention
Don’t assume
Don’t formulate answer without listening
Make notes
Be patient
Know the speech cues
Focus more upon ideas
Verify
Question
Acknowledge
Staying silent
Encourage
Speaking Skills
Articulating clearly
Grabbing the attention of the audience with a powerful
opening
Maintaining eye contact
Constructive feedback - giving and receiving it
Emotional intelligence - identifying and managing your
emotions, as well as other people's emotions,
Assessing the needs and priorities of a potential
audience
Creating attractive PowerPoint slides with the right
amount of detail
Handing out copies of slides in advance
Memorizing enough content so that the speech does
not come off as a reading of notes
Modulating vocal tone to emphasize important points and
avoid monotonous presentation
Speaking Skills
Organizing a logical flow to a speech
Preparing examples that are relevant to the experience of
the expected audience
Rehearsing the presentation. Researching information about
the latest trends in an industry before presenting
Summarizing the topics to be covered at the beginning
of a presentation to provide context for attendees
Restating critical points at the end of a speech
Telling stories to illustrate points
Timing the speech in advance to make sure it meets the
allotted time
Patience
Simplifying the complex
Using humor to enliven a talk
Approaches to ask questions
Close ended questions
Open ended questions
One point solution
Loaded questions
Presentation skills and
interview
Non verbal communication
Attitudes
Behavior
Body language
Space: understand the acceptable boundaries of space
Public space-
10 to 20 feet between the audience and the speaker
Social space-
4 to 10 feet between the audience and the speaker
Personal space-
2 to 4 feet between the audience and the speaker
Intimate space-
No min range with parents and family
Presentation skills and interview cont…
Making a good first impression
A firm handshake is really important - if
you're not confident about this, you could
practice shaking hands with your friends.
Maintain appropriate eye contact - It adds a
impression of honesty to your answers.
Don't slouch, and keep both feet on the
floor. Keep your hands relaxed and don't fiddle
with a pen or your hair.
Don't gesticulate too much, it makes you
look a bit aggressive and can detract attention
from what you are saying.
Presentation skills and interview cont…
Improving verbal communication:
The power of the mind
Often we talk while we think but this can reduce
our credibility, keep the following formula in mind:
Think, Breathe, Speak
Don't just say the first thing that comes to mind,
instead be thoughtful.
Positive visualization
This tactic is employed by athletes before a race,
visualizing the win and focusing on this idea
intensely.
Use this technique before a big presentation
Presentation skills and interview cont…
Be empathetic
Imagining yourself in someone else's
position.
Understanding how people feel will help you
communicate your thoughts and ideas in a
better way.
Remember situation where you have felt the
same emotion.
Observe others and try to understand how
they're feeling.
To communicate your empathy regulate your
voice to show your sincerity.
Presentation skills and interview cont…
Body language and posture
The posture has the greatest impact on your
communication. The impression you have on others is
split approximately:
Body (visuals) 55%
Voice (sound) 38%
Words (content) 7%
Folded arms, crossed legs, hunched shoulders, hands in
pockets, looking down – make us feel safer, and should
be avoided when giving a presentation or speech.
Appearing relaxed makes one exert dominance and
authority.
Watch how politicians speak, notice how relaxed and
confident they appear
Presentation skills and interview cont…
Visual rapport – things to consider
From top down: head, eyes and face expressions,
shoulders, posture, breathing, energy, arms, hands,
gestures, movements, stance, legs and feet.
Watch videos from experts
Watch how these people present themselves -
where they look, their tone of voice, the speed at
which they speak etc.
Make a list of things they do that you want to
replicate in your own speaking.
This isn’t an overnight quick-fix, you’ll have to
practice to master speaking techniques and
eliminate any bad linguistic habits you’ve picked up.
Conflict resolution
The potential of misunderstanding in communication.
Ways to handle conflict:
Listen carefully
Identify points of consensus
Give a way out
Tools to change behavior:
Negotiation
Mediation
Persuasion
Tools to change behavior:
Mediation involves three parties:
Party 1 (one side of the conflict)
Party 2 (the other side of the conflict)
Party 3 (Mediator) (a neutral third party
facilitating resolution)
Persuasion involves two parties:
Persuader (the one trying to influence)
Target (the one being influenced)
In mediation, the mediator does not take sides
but helps the conflicting parties reach a solution.
In persuasion, one party actively tries to change
the attitude, belief, or behavior of the other.
Barriers to communication
Barriers to effective listening
Physical
Emotional or psychological
Environmental
Barriers to resolving conflict
Being objective in a subjective scenario
Being judgmental
Opting for black and white or Either/or approach
Being indifferent
Overcoming barriers
Identifying communication filters
Attention filters
o Noise
o Environment
o Interruption
o Timing
Emotional filters
o Prejudice
o Experience
o Assumptions
o Values and beliefs
Overcoming barriers cont…
Word filters: words and phrases cause us
not to listen to the person uttering them…
o Criticism---telling someone being wrong
o Moralizing---you shouldn’t have done this
o Ordering---do this!
o Threatening---if you don’t you'll be in serious
trouble
o Advising---I suggest…
