CommunicationCommunication

Communication Defined:Communication Defined:

“Communication is any form of human expression – written, verbal, or even body language.”

“A process by which messages of meaning are shared by senders and receivers. Communication takes place at

multiple levels: interpersonally, in groups and via mass media .”

“The transference and understanding of meaning”

The Communication Process

““The first step in good The first step in good communication is to stop communication is to stop

assuming that the other person assuming that the other person understands what you are understands what you are

saying, because you saying, because you understand.”understand.”

Communication Mishaps:Communication Mishaps:Ignoring the feedback loopIgnoring the feedback loopIgnoring selective perceptionIgnoring selective perceptionOverestimating or Overestimating or

underestimating the underestimating the capabilities of your audiencecapabilities of your audience

Making assumptions of Making assumptions of audience interestaudience interest

Points to remember about Points to remember about communicationcommunication

Some of the most effective communication Some of the most effective communication efforts are also the simplestefforts are also the simplest

Body language is a powerful form of Body language is a powerful form of communicationcommunication

The absence of communication can be a The absence of communication can be a form of communicationform of communication

Know your audience before you Know your audience before you communicate a messagecommunicate a message

Points to remember about Points to remember about communication communication (continued)(continued)

People tend to accept facts, information People tend to accept facts, information and opinions from those whom they have and opinions from those whom they have confidence in and in whom they trustconfidence in and in whom they trust

Timing is an essential component of Timing is an essential component of effective communicationeffective communication

Feedback is vital to good communicationFeedback is vital to good communication

Communication is all about

establishing good

relationships!

The Art of CommunicationThe Art of Communication The Two VsThe Two Vs Conversational SkillsConversational Skills Body Language Body Language Eye ContactEye Contact Barriers to communicationBarriers to communication Listening skillsListening skills Communication stylesCommunication styles Non-verbal communication Non-verbal communication

The Two Vs: Voice and The Two Vs: Voice and VocabularyVocabulary

Your conversation and ability to Your conversation and ability to communicate is enlivened by a good communicate is enlivened by a good vocabulary, but it is also transmitted vocabulary, but it is also transmitted through the voice.through the voice.

A poor vocabulary will limit your ability A poor vocabulary will limit your ability to convey the message that you to convey the message that you reallyreally mean.mean.

An unpleasant voice can distract the An unpleasant voice can distract the listener from even the most well-listener from even the most well-scripted message.scripted message.

Having a “Great Voice”Having a “Great Voice”When you hear a great speaking voice, most When you hear a great speaking voice, most

likely that person:likely that person: Is easy to understand,Is easy to understand, Speaks without strain, at a low, comfortable Speaks without strain, at a low, comfortable

pitchpitch Projects enthusiasm with the voice, rather Projects enthusiasm with the voice, rather

than fatigue or depression.than fatigue or depression. Has an unaccented, or lightly accented, voiceHas an unaccented, or lightly accented, voice Speaks at a controlled volume, neither too Speaks at a controlled volume, neither too

loud nor too softloud nor too soft Has good pacing, neither too fast nor too Has good pacing, neither too fast nor too

slowslow

Cultivating a Pleasing VoiceCultivating a Pleasing Voice A well-modulated voice is a tremendous A well-modulated voice is a tremendous

asset, but a poor one can hold you back in asset, but a poor one can hold you back in your career and social life.your career and social life.

Record you voice: Reading, presenting, Record you voice: Reading, presenting, speaking with friends, on the telephone.speaking with friends, on the telephone.

Evaluate your vocal qualities—alone and Evaluate your vocal qualities—alone and with friends.with friends.

Pin-point areas that need improvement and Pin-point areas that need improvement and embark on a plan to make incremental embark on a plan to make incremental changes.changes.

Verbal PowerVerbal PowerPitch and projectionPitch and projection. Develop good voice . Develop good voice

control. control. Act confidentAct confident. Never let them see you . Never let them see you

sweat.sweat.Use silenceUse silence. Silence can be powerful. Use . Silence can be powerful. Use

it to gather thought or provoke a response.it to gather thought or provoke a response.Verbalize goalsVerbalize goals. Be very clear and . Be very clear and

specific about what you want or need.specific about what you want or need.HumorHumor. Humor creates a bond and can . Humor creates a bond and can

diffuse tense situations.diffuse tense situations.

Non-Verbal CommunicationNon-Verbal CommunicationThe most important thing in The most important thing in

communications is to hear what communications is to hear what isn’t being said.isn’t being said.- - Peter Drucker]Peter Drucker]

Body language is defined as “gestures, Body language is defined as “gestures, unconscious bodily movements, facial unconscious bodily movements, facial expressions, etc. which serve as expressions, etc. which serve as nonverbal communications or as nonverbal communications or as accompaniments to speech”accompaniments to speech”

Body LanguageBody Language55% or someone’s impression of you 55% or someone’s impression of you

is visual, 38% is presentation—and is visual, 38% is presentation—and words account for only 7 % of the words account for only 7 % of the impact of your message.impact of your message.

It’s not what you say, but how you It’s not what you say, but how you say it, that makes the biggest say it, that makes the biggest impact.impact.

Negative Body LanguageNegative Body Language Crossed arms signify Crossed arms signify

resistance or a closed resistance or a closed mindmind

Leaning (on Leaning (on anything) signifies anything) signifies laziness and a lack laziness and a lack of power.of power.

Lack of eye contact, Lack of eye contact, including looking including looking away, rolling eyes, away, rolling eyes, etcetc

Too large hand Too large hand gestures—too gestures—too distractingdistracting

Leg swinging or Leg swinging or foot tapping—foot tapping—signifies impatiencesignifies impatience

Nail bitingNail biting Slouching or poor Slouching or poor

postureposture

Eye ContactEye ContactSpeaking without making eye Speaking without making eye

contact is like talking with a bag contact is like talking with a bag over your head.over your head. -- --Dorothy SarnoffDorothy Sarnoff

Eyes can project confidence and Eyes can project confidence and inspire instant trust.inspire instant trust.

Eyes convey the messages of Eyes convey the messages of approval, love, interest, sincerity, approval, love, interest, sincerity, credibility, enthusiasm, excitement—credibility, enthusiasm, excitement—and all of the negative emotions, as and all of the negative emotions, as well.well.

Eye ContactEye ContactDirect eye contact is vital if you’re to Direct eye contact is vital if you’re to

truly communicate with another person.truly communicate with another person.Direct eye contact should be made 40 Direct eye contact should be made 40

to 60 percent of the time.to 60 percent of the time.Eye contact of less than 40% of the Eye contact of less than 40% of the

time is seen as shifty.time is seen as shifty. If eye contact is more than 60% of the If eye contact is more than 60% of the

time, it is perceived as aggressive or time, it is perceived as aggressive or invasive.invasive.

Eye ContactEye ContactLook directly at the person when they Look directly at the person when they

speak and when you are speakingspeak and when you are speakingTo be a good listener, your eyes should To be a good listener, your eyes should

say, “What you have to say is important say, “What you have to say is important to me.”to me.”

When you’re the talker, your eyes When you’re the talker, your eyes should say, “What I have to say is really should say, “What I have to say is really interesting.” Convey enthusiasm.interesting.” Convey enthusiasm.

ListeningListening…the other side of …the other side of communicationcommunication

Messages must be received as well as sent.Messages must be received as well as sent.

A good question to ask yourself is, are you A good question to ask yourself is, are you really listening or simply waiting for your really listening or simply waiting for your turn to talk? turn to talk?

If you are thinking about your reply before If you are thinking about your reply before the other person has finished, then you are the other person has finished, then you are not listening!not listening!

Too many people see communication as merely speaking.

Suggestions to Increase Your Suggestions to Increase Your Listening CapabilityListening Capability

Listen without making value Listen without making value judgements. judgements.

Allow sender to fully express his or Allow sender to fully express his or her point of viewher point of view

Make eye contact and make facial Make eye contact and make facial expressionsexpressions

Expect to learn somethingExpect to learn something

Other helpful techniques to foster Other helpful techniques to foster communication (both verbal and non-communication (both verbal and non-

verbal)…verbal)…

Maintain eyecontact

Make encouragingstatements

Nod Your Head

Keep an openbody position

Repeat a sentenceor part of one

Repeat the lastword or two of the

prior speaker

Categories of Non-Verbal Categories of Non-Verbal MessagesMessages

EnvironmentEnvironment Interpersonal DistanceInterpersonal DistancePosturePostureGesturesGesturesFacial ExpressionsFacial ExpressionsVoice QualityVoice QualityPersonal AppearancePersonal Appearance

Skills and Best Practices: Tips to Improve Skills and Best Practices: Tips to Improve Nonverbal Communication SkillsNonverbal Communication Skills

• Maintain eye contact.• Nod your head to convey that you are listening or that you agree.• Smile and show interest.• Lean forward to show the speaker you are interested.• Use a tone of voice that matches your message