Effective Communication Skills

© Operational Excellence Consulting. All rights reserved.
Effective Communication

© Operational Excellence Consulting. All rights reserved. 2
Learning Objectives
Acquire knowledge
on the key concept
and principles of
communication
Learn practical tips
and approaches to
enhance
communication
Describe the
communication
process and the
elements
NOTE: This is a PARTIAL PREVIEW. To
download the complete presentation, please
visit: http://www.oeconsulting.com.sg

Contents
1
2
3
Key Concept & Principles of Communication
Communication Process & Key Elements
How to be a Good Communicator?
4
5
Active Listening Skills
Non-verbal Communication Skills
6 7 Steps to Effective Communication

Introduction
§  Effective communication skills
are a critical aspect in your
career and personal lives
§  It is important to understand
the communication process so
that we can enhance the
effectiveness of our messages
§  We all must use a variety of
communication techniques to
both understand and be
understood

How Projects Really Work
How the customer
explained it
How the project
leader understood it
How the analyst
designed it
How the
programmer wrote it
What the beta
testers received
How the business
consultant
described it
How the project was
documented
What operations
installed
How the customer
was billed
How it was
supported
What marketing
advertised
What the customer
really need

What is Communication?
§  Communication is the imparting or interchanging of
thoughts, opinions or information among people by
speech, writing, or signs

Communication is a Dynamic Process
§  The communication process allows us to convey a
thought or feeling to someone else
§  How it is received depends on a set of events, stimuli,
that the person is exposed to
§  How you say what you say plays an important role in
communication

Company
identity
Company
vision
Middle
Management
Employees
Communication
Senior
Management
Communication
Communication is a Competitive Factor
Effective communication aligns the entire workforce to the
organization’s vision and builds a common identity.

Why is Communication Important?
§  Inspires confidence
§  Builds respect in business
and social life
§  Helps make friends
§  Develops a distinct
personality
§  Reveals your ability to
others

Goals of Communication
To get
and give
information
To persuade
To ensure
understanding
To get action
To change
behavior
Communication
Goals

Communication is not the
“weekly sermon”

Effect: A Climate of Creativity
He who knows his goal can decide.
He who decides finds tranquility.
He who finds tranquility is secure.
He who is secure can contemplate.
He who contemplates can improve.
Confucius

Verbal & Non-verbal Communication
93% of all communication is non-verbal.
Body Language
55%
Vocal
38%
Verbal
7%

Consultation-
oriented
Make a point of
listening
Fast
Look at
information as a
perishable
commodity
Individual
Try to exchange
information directly
Target group-
oriented
Make yourself
understood
Clear
Put your
communication
partners in the
picture
Open
Act honestly and
with credibility
Principles of Communication

15
“The single biggest
problem in
communication is the
illusion that it has
taken place.”

George Bernard Shaw

The Communication Process
Sender ReceiverDecodingChannelEncoding
Feedback
Context

The Elements of Communication
§  Context
–  Internal
–  External
§  Sender (Source or Encoder)
§  Message
§  Channel
§  Receiver (Decoder)
§  Feedback

Message
§  Message is basically the basic idea that you want to
communicate
§  The message may be
–  Verbal (written or spoken)
–  Non-verbal (symbols, pictures or unspoken)
§  Your message should be clear and easy to understand
§  You must be well aware about your receiver
§  While preparing a message you should keep in mind
how your receiver will interpret the message

Feedback
§  Feedback is basically the response/reaction of the
receiver after receiving the message
§  Sender should gather feedback to check whether or not
the message was effectively delivered
§  Sender needs feedback to examine the success or
failure of the message
§  Upon receiving the feedback, sender may follow up with
the receiver to clarify the message or provide additional
information if required

Class Activity
The Grapevine Game

Barriers in Communication – Receiver
§  Selective perception
§  Unwillingness to change
§  Lack of interest in the topic/
subject
§  Prejudice and belief system
§  Rebuttal instincts
§  Personal value system

Overcoming Communication Barriers
§  Seek first to understand the message
§  Listen actively
§  Be sensitive to body language
§  Use appropriate language
§  Use the right communication channel
§  Be honest and sincere
§  Obtain feedback

Effective Written Communication Techniques
§  Know your audience
§  Have a point
§  Organize your ideas
§  Be clear and concise
§  Use simple language
§  Use courteous tone
§  Apply correct grammar and
word usage
§  Proofread

24
“Most people do not
listen with the intent to
understand; they listen
with the intent to
reply.”

Stephen R. Covey

Active Listening Skills
5.  Wait before responding. Do not formulate your response
while the speaker is delivering the message.
6.  Listen with your eyes and your ears
7.  Listen for feelings as well as information
8.  Look for important themes

Non-verbal Communication Skills
§  There are 6 ways of using non-
verbal communication skills
effectively
1.  Eye contact
2.  Facial expressions
3.  Gestures
4.  Posture and body orientation
5.  Proximity
6.  Paralinguistic

27
“Effective
communication is 20%
what you know and
80% how you feel
about what you know.”

Jim Rohn

7 Steps to Effective Communication
1. Situation analysis §  What is the current status of communication?
2. Aim §  What is to be achieved, in concrete terms?
3. Overall message §  How does the message sound?
4. Target groups §  At which target groups is the message aimed?
5. Target groups messages §  What are the interests of the target groups?
6. Means and media
§  Which target groups will I reach by which means?
§  What contents can I convey, and what is the best way
of doing this?
7. Checking effectiveness §  What means can I use to measure success?
These 7 steps should flow into a coordinated schedule
and action plan.

About Operational Excellence
Consulting
§  Operational Excellence Consulting is a management training and
consulting firm that assists organizations in improving business
performance and effectiveness.
§  One of our unique strengths is going beyond a tools-focused
approach to seamlessly integrate people, processes, technology
and continuous improvement initiatives to suit the specific needs
and situations of our clients.
§  We provide corporate learning programs and management advisory
services to assist our clients to achieve breakthrough in business
performance and effectiveness. Our aim is to support our clients in
designing, managing and executing lasting beneficial change.

END OF PREVIEW
To download this presentation,
please visit:
www.oeconsulting.com.sg

Effective Communication Skills

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