9 out of ten issues can be resolved with effective communication.

1. Effective Communication Skills
Adil Aziz Khan

2. Communication
“The process of Transmitting information from one person to
another” i.e. to & fro motion of information.
Communication can take various forms but all forms involve the
transfer of information from one party to the other.
The transfer of information to qualify as communication, “the
recipient must understand the meaning of the information
transferred to him”.
If the recipient does not understand the meaning of the information
conveyed to him, communication has not taken place.
Two way face to face communication is the best way to Convey
Message.
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3. Effective Communication
“The process of Sending a message in such a way
that the message received is as close in meaning
as possible to the message intended”.
That's why the most effective communicators of
all time, paid as much attention to how they were
delivering their message as they did to the exact
words that they were using.
Every action has a positive intention. You just
have to find it. It's better to be successful than
right. The world demands results, not excuses. 3

4. Barriers to Effective Communication
• Lying, deliberate deception of others for a gain.
• Perceptions.
• Emotions.
• Over Eagerness to respond.
• Snap Judgments.
• Closed words.
• Attacking the individual.
• Judging.
• Poor listening, Environment factors (noise)
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5. Principles of Effective Communication
• Break down Information into Essentials.
Omit non-essentials
• Keep the amount of information given at any one time, small.
Don’t Over Load.
• Keep the Chain of Information Transmission short.
More information will be lost or distorted at each extra step.
• Make sure the message is received & Understood.
Get Feed Back.
• Showing is often more effective than telling.
But a combination of both may be even better.
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6. •Wherever Possible Use Two-Way Communication.
It takes longer but is more effective.
• Record Important Data.
The strongest memory is weaker than the palest ink.
•Don’t expect everyone to interpret the same data the
same way.
Different people have different perceptions & different perspective
• Information has to be shared in order to be used.
Don’t assume the other person has all the information that you have.
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Principles of Effective Communication (contd……)

7. • Effective oral Communication requires Careful listening.
God gave us two ears, but only one mouth, so why is it that so
many of us talk twice as much as we listen…?
• Don’t Confuse assumptions with Facts.
• Remember that we are constantly communicating our
feelings & Attitudes Non-Verbally.
If our spoken message is at variance with our non-verbal message,
the result is confusion & poor communication.
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Principles of Effective Communication (contd……)

8. Business Communication Principles
Completeness:
• Answer all Questions asked.
• Give some extra, when desirable.
• Check for five W’s & any other essentials.
(Why, What, When, Where & Who).
Conciseness:
• Shorten or Omit wordy expression.
• Include only relevant Statements.
• Avoid Unnecessary.
Consideration:
• Focus on ‘You’ instead of ‘I’ or ‘We’.
• Show Job benefits.
• Emphasize the Positive.
• Apply integrity & ethics.
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9. Clarity:
• Choose short, familiar words & expressions.
• Construct simple sentence.
• Achieve appropriate readability.
• Include examples & illustrations as required.
Courtesy:
• Be sincerely tactful.
• Omit expressions that hurt or belittle.
• Grant & apologize good naturally.
Correctness:
• Use right level of language.
• Include only verifiable & accurate facts.
• Choose non discriminatory expressions.
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Business Communication Principles (cont’d)

10. Non-Verbal Communication
93% of the message are Non-Verbal.
Contents:
Actual Text we use it 7% on our daily life
Paralinguistic (Voice):
The way in which some thing is said like ¤ Accent ¤ Tone ¤
Inflection ¤ Errors ¤ Structure ¤ Mannerisms ¤ Pronounce
¤ Speed, Articulate.
We use 38% of Paralinguistic in our daily life.
Body Language:
The body language consists of ¤ Posture & Gestures ¤ Eye
Contact ¤ Orientation ¤ Proximity ¤ Looks, Appearance &
Grooming ¤ Expression of Emotion.
We use 55% of Body Language in our daily life.
Human communication consists of 93 percent body language
and paralinguistic cues, while only 7% of communication
consists of words themselves.
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11. Posture & Distance:
 Is the Posture upright or Slouched?
 Are you too near or too far?
 Are you higher or lower than the other Person?
Eyes:
Is the gaze relaxed & friendly. Do you maintain eye contact or
avert it. Be a light house.
Mouth:
Do you hold your jaw tightly? Is the smile appropriate or
misleading.
Voice:
Watch the tone, inflection & volume. Is the voice coming as a
whine or a bellow? Does the tone reflect sarcasm?
Gestures:
Watch for hands over mouth or clutched behind the back.
Shifting from one foot to another. Arms folded.
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Non-Verbal Communication (contd….)

12. Content:
If you don’t have anything worthwhile to say then encourage
the other person to talk.
Delivery:
Are the words being mumbled or spoken audibly? Are the
words being swallowed or coming across loud & Clear.
Appearance:
What does your appearance say about you? Does it match the
impression you wish to convey?
Breathing:
Deep breathing helps in being calm, poised & Centered.
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Non-Verbal Communication (contd….)

13. Listening Skills
Although we “learn” to listen on our mother’s knee, very few
persons have ever been thought to listen.
The most common complaint of subordinates about their
supervisor is: “He / She never listens…………….I
Importance of listening:
• People perform better when they know others listen to their
opinions & suggestions.
• Attention paid to small complaints often prevents their
blossoming into big grievances.
• Supervisors/Person who don’t obtain as many relevant facts
possible often make poor decisions.
• Supervisors/Person who jump to conclusion often loose
respect of their subordinates colleague.
• Listening requires giving full attention to the speaker: it is
possible to listen intelligently while mind is pre occupied with
some thing else. 1133

14. Listening Skills (contd…)
Listening:
• Sensing, interpreting, Evaluating & Responding to Messages.
• People usually Hears 25-30% of what is said.
Rules for Better Listening:
• Stop Talking.
• Repeat / Paraphrase.
• Clarify / Probe.
• Maintain Eye Contact. Feel Empathy.
• Share responsibility for Good Communication.
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15. Techniques for the Receiver
Developing Listening Skills:
• Be Prepare to listen.
• Don’t interrupt..
• Concentrate on Words & Meaning.
• Learn to Distinguish between.
• Peripheral Listening.
• Projective Listening.
• Improve Surroundings.
• Concentrate.
• Content.
• Priorities.
• Notes.
• Thought Speed.
• Suspend Prejudices. 1155

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