Lectures Basic communication skills - Hoàng Anh Duy
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Instructor: Hoang Anh Duy, MBA
Email:
1
PROCESS OF COMMUNICATION
Communicate for the first
meet
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Stand up when you meet someone.
Smile
Use eye contact
Introduce yourself actively
Shake hand
Exchange name card
Remember his/her name for the 1st time
you meet him/her.
• Listen to him/her.
• Only call their nickname if they wish to.
Space Distancing
Close space: 0 --> 50 cm
Private space: 50cm --> 1,2 m
Social space: 1,2 m --> 3,6 m
Public space: > 3,6 m
Types of communication
Communication
Verbal
communication
Non-Verbal
communicatio
n
Remember
1
2
3
ABC
5C
7C
6
December 12, 2015
ABC Principle
• Accuracy
• Brevity
• Clarity
5C & 7C Principle
1. Clear
2. Complete
3. Concise
4. Correct
5. Courteous
6. Consistency
7. Cautious
Ineffective Communication
Case 1: Today, the supervisor of a cake shop
received 50 cakes from the supplier. She is
so disappointed because she is sure that
she phoned to order only 15 cakes
yesterday. These cake cannot be kept
longer, so if they are not sold today, she
has to throw them away.
Case 2: An insurance company sent their
offers to a large number of customers.
Some of these customers were dead. So,
the offers made their family sad.
• Case 3: A perfume firm advertised their products
during the interlude of an international football
match because this is an attractive program.
However, their sales did not increase.
• Case 4: A company will rehearse a prevent-andfight-fire program and board of management will
send a list of employees who should be involved
in this rehearsal.
However, on the day of rehearsal, a manager
doesn’t receive the list, so he decided all 40
employees in his department stay there. This
caused higher cost for the company, so they
need to organize another rehearsal.
WHY DO THEY COMMUNICATE INEFFECTIVELY?
Wrong
message
Wrong
method
Wrong
object
No
message
Case 1
Case 2
Case 3
Case 4
11
Non-Verbal communication
• It is a transmission of messages by some
medium other than speech or writing.
• It could be visual or auditory signals.
• It is very necessary to realize as to when
& where to use them in place of verbal
communication.
• Body language & other non-verbal cues
occupy 93% of our communication
whereas speech takes only 7%.
Types of Non-verbal
Communication
• Kinesics: Facial expressions, Postures &
Gestures.
• Oculesics: Eye Contact
• Haptics: The communication of touch
• Proxemics: The Communication of space &
proximity.
• Chronemics: The effect of time on
communication
• Smile
Body Language
• It is communication of personal feelings,
emotions, attitudes & thoughts through
body movements.
• Body Acting as a “truth talker” – actions
do speak louder than words.
Body language
Contd….
• Paralinguistic: Variations in pitch, speed,
volume & pauses that convey meaning.
• Physical Appearance: Attire, accessories,
etc..
• Body language includes gestures,
postures, facial expressions, eye contact &
physical appearance.
• That is “What we say?” is less important
than “How we say it?”
Obama bowing to convention
Do’s & Don'ts of Body Language
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Don’t cross your arms or legs
Have eye contact, but don’t stare
Don’t be afraid to take up some space
Relax your shoulders
Nod when they are talking
Don’t slouch, sit up straight
Lean, but not too much
Contd…
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Don’t touch your face
Keep you head up
Use your hands more confidently
Don’t stand too close
Speaking skills
Voice
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Tone
Emphasis
Volumn
Pronounce
Rhythm (Fluency)
Speed
VD:
• You will be promoted
• You will be promoted
• You will be promoted
3. SPEAKING STYLES
• Direct:
• Courteous:
• Ironic/derisive
• Allusion/Implication:
4. Effective speaking skills
• Thinking before speaking!
• Prepare what you will say.
• Gain listeners’ attention.
• Speak briefly, easy to understand.
• Use usual and popular statements and idioms.
• Use suitable tone in the context.
• Ask for feedback (repeat).
