Communication Skills

EFFECTIVE COMMUNICATION SKILLS
PRINTWELL, INC.
38 Dansalan St., Mandaluyong City 1501
SEMINAR OBJECTIVE:
After the seminar, the attendee will be able;
i. TO LEARN and HAVE the right and

proper “knowledge – skill” on how to
communicate effectively;
ii. TO DISPLAY the right and proper

attitude when given the situation in
dealing with co-employees, customers or
when making social contacts and
interactions.
COMMUNICATION SKILLS
DEFINITION :
 commonly defined as the “IMPARTING

OR INTERCHANGE OF THOUGHTS,
OPINIONS, OR INFORMATIONS
THROUGH SPEECH, WRITING OR
SIGNS” from one subject to another.
DEFINITION :
 the ACT OR PROCESS OF

TRANSFERING or SPREADING
INFORMATIONS, FACTS AND MESSAGES.
DEFINITION:
 the PROCESS OF CONVEYING YOUR

MESSAGE TO OTHER CLEARLY.
 IT IS ALSO ABOUT RECEIVING INFORMATION

THAT OTHERS ARE SENDING TO YOU, WITH AS
LITTLE DISTORTION AS POSSIBLE.
GOAL & OBJECTIVE :
 to SECURE mutuality of understanding and

agreement
 to ESTABLISH acceptance between and

among subjects
GOAL & OBJECTIVE :
 to MOTIVATE action
 to ENHANCE identity
 to FACILITATE enjoyment
EVOLUTION - REVOLUTION
INFORMATION COMMUNICATION
REVOLUTION
1ST INFORMATION COMMUNICATION REVOLUTION

 the FIRST WRITTEN communication began with
PICTOGRAPHS
- writings were made on stones (heavy to transfer)
- written communication was not mobile,
but nonetheless existed
REVOLUTION
2nd INFORMATION COMMUNICATION REVOLUTION
 on this era, WRITTEN communication began to appear

on PAPER, PAPYRUS, CLAY, WAX, etc.
REVOLUTION
2nd INFORMATION COMMUNICATION REVOLUTION
- COMMON ALPHABETS were introduced, allowing the

uniformity of language across large distances.
- in the 15th Century, PRINTING-PRESS was invented

(Gutenberg)
REVOLUTION
3rd INFORMATION COMMUNICATION

REVOLUTION
 Information can now be transferred via

CONTROLLED WAVES AND ELECTRONIC
SIGNALS.
4 FACTORS OF COMMUNICATION
1. the INTENT
2. the PLACE
3. the TIME
4. the SITUATION
ELEMENTS OF COMMUNICATION:
1. SOURCE
2. MESSAGE
3. CHANNEL
4. RECEIVER
5. FEEDBACK
ELEMENTS OF COMMUNICATION.
1.SOURCE
- the SENDER; the one sending a message
SOURCE
 AS THE SOURCE OF THE MESSAGE;
you need to be clear about why you are

communicating and what you want to
communicate
you need also to be confident that the

information you are communicating is useful
and accurate
2. MESSAGE
 the message is the information that you

want to communicate
 the INTENT or PURPOSE of the sender is

expressed in the form of a MESSAGE.
3. CHANNEL
- refers to the
CARRIER or BEARER
of the message
(VERBAL, NONVERBAL, WRITTEN,
ELECTRONICS)
CHANNELS OF COMMUNICATION:
a. VERBAL
 A PROCESS WHEREBY INFORMATION IS
TRANSFERRED FROM A SENDER TO
RECEIVER USUALLY BY A VERBAL / ORAL
MEANS.
 sender is in direct contact or face-to-face with the

receiver
b. NON-VERBAL
 THE PROCESS OF COMMUNICATING
THROUGH SENDING AND RECEIVING
WORDLESS MESSAGES
i. gestures
ii. body language or posture
iii. facial expression and eye contact
iv. aesthetic (music, painting, dancing, sculpture)
v. sign and symbolic (use of signal flags, sirens, gun salute,
religious or totems symbols)
c. WRITTEN
 message is expressed through WRITTING
d. ELECTRONICS
 The use of ELECTRICAL DEVICES
or equipments when sending a
message
TRADITIONAL
WRITTEN VERBAL
NONVERBAL ELECTRONICS
INCREASING HIGH DEMAND & USE OF ELECTRONICS

4. RECEIVER
- the one who RECEIVEs the message.
5. FEEDBACK
- the receivers RESPONSE or REACTION.
 FEEDBACK
 pay close attention to feedback, as it is

the only thing that can give you confidence
that your audience has understood your
message.
 if there has been misunderstanding, you

have the opportunity to send the message a
second time.
FEEDBACK
“HELLO”
SOURCE MESSAGE CHANNEL RECEIVER

PROCESS OF COMMUNICATION
CHANNEL
SOURCE RECEIVER
COMMUNICATION EFFECTIVENESS
7%
CONTENT AND FROM ACTUAL
WORDS SPOKEN
38% TONE, PITCH, VOLUME &

SPEED OF VOICE
55% BODY LANGUAGE &

EYE CONTACT
CHANNEL ADVANTAGE DISADVANTAGE
VERBAL /  IMMEDIATE EXCHANGE OR INTERCHANGE OF  IF MUTUAL AGREEMENT IS NOT
SPOKEN WORDS ATTAINED, IT MAY RESULT TO ORAL AND
NONVERBAL PHYSICAL ABUSE
 QUESTIONS AND CLARIFICATIONS (FEEDBACK)
ARE ANSWERED AND CONSIDERED AT ONCE;
IMMEDIATELY
WRITTEN CAN BE RATAINED AS LEGAL RECORDS OR  PRUDENCE AND PROPER RECORD

SOURCE OR REFERENCE KEEPING IS VERY IMPORTANT TO KEEP
THE RECORDS CONFIDENTIALITY
 OFTEN CAREFULLY FORMULATED AND STUDIED
BEFORE IT IS PUT INTO WRITTEN WORDS
 HIGHLY RECOMMENDED AND USED FOR PAPER

WORKS; PROPOSAL, WRITTEN CONTRACTS AND
AGREEMENTS, ETC.
ELECTRONIC  SPEEDS UP AND MAKES THE TRANSFER OF

MESSAGE FASTER AND EASIER  PRONE TO “UNSECURED” MESSAGE
ACCESSIBILITY
 VERY USEFUL FOR PHYSICALLY DISTANTIATED
INDIVIDUALS  PRONE TO TECHNICAL FAILURE
 CAN TRANSFER IMMENSE QUANTITIES OF DATA
ON A REGULAR BASIS TO MANY RECEIVERS
 CAN EASILY ACCESS DESIRED INFORMATION

THROUGHE-RESEARCH
BARRIERS OF COMMUNICATION:
1. Language (oral)
2. Body Language (nonverbal)
3. Environment
4. Culture
5. Jumping to Conclusion
6. Lack of Attention and Interest
7. One-Way Communication
8. Mental & Emotional Disturbance
9. Distrust of the Speaker
10. Prejudice and Bias Assumptions
BARRIERS OF COMMUNICATION
1. LANGUAGE (ORAL COMMUNICATION) :

NOT PROPERLY EXPRESSED OR EXECUTED MESSAGE.
THE LANGUAGE ITSELF CAN BE A BARRIER;
 UNCLEAR wording
 SLANG
 JARGON
 TONE
1. LANGUAGE (ORAL) :
MUST DO;
 take FULL RESPONSIBILITY of the message
 RECOGNIZE the barrier: speak in simple words,

grammatically understandable
 ASK FEEDBACK or SHOW examples to verify the

message understandability
2. BODY LANGUAGE (NONVERBAL):

FAILURE OF THE SENDER TO REALIZE THAT
HIS/HER BODY LANGUAGE MIGHT
CONTRADICT THE SPOKEN WORDS.
 BODY
 FACE
 APPEARANCE
POOR LISTENING SKILLS CAN CONSTITUTE A BARRIER ALSO.

THE BODY
1. CROSSED ARM
 SIGN OF
DEFENSIVENESS,
DEFIANCE OR
WIDRAWAL.
BODY LANGUAGE
2. HANDS ON HIPS
 SAYS THAT A PERSON IS GOAL ORIENTED OR
READY AND ABLE TO TAKE SOMETHING ON.
BODY LANGUAGE
3. LEANING BACK or with hands clasped behind the head
 CAN BE INTERPRETED AS A SIGN OF
SUPERIORITY, SMUGNESS, OR AUTHORITY.
BODY LANGUAGE
4. SLOUCHED
POSTURE
 CAN BE READ TO
MEAN HUMILIATION,
DEFEAT, OR
SUBMISSION.
BODY LANGUAGE
5. TURNING YOUR SHOULDER OR BODY AWAY
 CAN BE A SIGN OF REJECTION OR UNACCEPTANCE
OF A PERSON.
BODY LANGUAGE
6. THE HAND SHAKE.
THE HANDSHAKE IS AN INITIAL INDICATION OF;
- Greeting
- Acceptance
- welcome
BODY LANGUAGE
6. THE HAND SHAKE.
 a BONE-CRUSHING GRIP
can be seen as a desire to
dominate
 a LIMP GRASP as a sign of

insecurity or a negative outlook
on life
BODY LANGUAGE
6. THE HAND SHAKE.
 a mechanical PUMPIMG
UP AND DOWN OF
ANOTHERS HAND in a
series of convulsive jerks
may suggest mental
rigidity, inflexibility or
strong will.
BODY LANGUAGE
7. THE TOUCH.
WE HAVE TO BE VERY CAREFUL WITH TOUCHING OTHERS,
ESPECIALLY IN THE WORK PLACE BECAUSE THIS MAY
SUGGEST HARASSMENT ISSUES.
THE FACE
 FACIAL EXPRESSION : window of feelings and emotions
1. Happiness or Sadness
2. Surprise or Disgust
3. Fear or Anger
4. Interest or Desire
5. Revenge or Embarrassment
 THE EYES : EYE CONTACT -OR LACK OF IT- MIGHT TELLS US

SOMETHING ABOUT A PERSON’S CONFIDENCE, FRIENDLINESS, HONESTY,
OR DESIRE TO DOMINATE, etc.
1. The PUPIL:
 pupils dilate when a person is interested or excited
 They grow smaller when a person is bored or uninterested
THE FACE
 THE EYES :
2. The EYEBROW:
 Frowns, scowls and raised eyebrows might indicate displeasure or

intensity.
THE FACE
 THE EYES :
3. NARROWED EYE:
 Can suggest anger, irritation or doubt.

THE APPEARANCE
 OUR APPEARANCE…. THE WAY WE PRESENT

OUR SELF CAN DISCLOSE SEVERAL PIECES OF
INFORMATION ABOUT US.
 FIRST IMPRESSION…..LAST!!!
THE APPEARANCE
THE APPEARANCE
THE APPEARANCE
THE APPEARANCE
1. a WELL DRESSED is likely to be a careful person who

attends to detail; respectful or dignitarian.
2. someone who prefers “OLD-FASHIONED” dress might

be conservative in his or her opinions and values .
3. a person WEARING EXCESSIVE JEWELRY is possibly

displaying signs of a material nature.
WORK ATTIRE:
OUR CLOTHING DURING WORKING HOURS CAN TELL

OTHERS WHAT WE DO FOR LIVING
 BLUE-COLLAR
WORKERS clothes are
designed to help or
protect him/her in doing
the job.
THE APPEARANCE
WORK ATTIRE:
 WHITE-COLLAR WORKER
usually wears more formal
clothes considered
appropriately for business
but little to do with
protection.
THE APPEARANCE
3. ENVIRONMENT :
WHEN THE MESSAGE OR COMMUNICATION HAPPENS NOT
IN THE RIGHT AND PROPER PLACE.
4. CULTURE :
 FAMILY, FAITH and SOCIAL VALUES
 PERSONAL Experiences
4. CULTURE :
 FORMATION
 PRINCIPLES
5. JUMPING TO CONCLUSION
LISTENERS;
 have knowledge, insight, or experience about the topic
SPEAKERS;
 always have something new to share: ideas,
knowledge, experience about the topic
6. LACK OF ATTENTION AND INTEREST
 FAILURE TO READ BULLETINS, NOTICES, MINUTES

OF THE MEETINGS AND REPORTS
LISTENER fails to listen/read carefully and properly;

 preoccupied with problems (mentally & emotionally disturb)
 he has a lot of ideas to tell and is very eager and cannot
wait to share
 knows the topic/message
 message/topic is irrelevant
7. ONE WAY COMMUNICATION
 THE COMMUNICATION IS NOT DYNAMIC OR

CIRCULAR.
LISTENERs are NOT ALLOWED to;

 respond, ask or clarify
 execute feedbacks or reactions
 may simply accept or do not accept the message
 if message is not clear, listeners are left hanging and
keep wondering
8. EMOTIONAL DISTURBANCE
 EMOTIONS ARE AFFECTIVE STATE OF OUR

CONSCIOUSNESS OR A STRONG AGITATION
CAUSED BY EXTERNAL HAPPENINGS OR
EXPERIENCES.
EMOTIONS;
 closes the door of attentiveness and blocks your hearing
or listening capacity
 one can emotionally be disturb by; Joy, Love, Sorrow,

Jealousy, Hatred, Fear, Anger or Pride, etc.
9. DISTRUST OF THE SPEAKER
 ASSUMPTIONS THAT MESSAGE WAS ALREADY

MODIFIED OR OT WAS ALREADY ABUSED FROM
ITS ORIGINAL ESTATE.
 PREVIOUS ENCOUNTER THAT NEGATIVELY

AFFECTS THE “SPEAKER – LISTENER”
RELATIONSHIP
 DISTRUST AND PRE-JUDGMENT

TYPES OF COMMUNICATION
1. DYADIC
 ONE on/to ONE communication whether
directly in contact or distanciated.
 SMALLEST UNIT of interpersonal

communication.
 contains elements that form the BASIS

OF ALL RELATIONSHIPS.
 interaction or exchange of transaction is
ALIVE and IMMEDIATE.
 immediate RECOGNITION and

ACCEPTANCE of the other person.
 MAJOR POINT of attention,

RESPONDING and simultaneously
INFLUENCING each other.
FORMS OF DYADIC COMMUNICATION
1. CONVERSATION
 FRIENDLY AND INFORMAL

TALK
 LESS PURPOSIVE, LESS

SERIOUS AND LESS INTIMATE
 CONSIDERED AS FORM OF
SOCIAL ENTERTAINMENT
CHARACTERISTICS OF CONVERSATION;
• RELAXING – free from any tension, mental and

emotional
• FLEXIBLE – both parties enjoy the freedom in

expressing themselves and ideas
• INFORMAL – conversation does not have formal

purpose or aim
• INTERESTING – the primary element that is needed

and involve is the human-interest
2. DIALOGUE
- MOST INTIMATE FORM OF

DYADIC COMMUNICATION.
- ASSUMES A LONG AND

SUSTAINED ENCOUNTER
OR CONTACT.
- ALLOWS YOU TO
QUESTION, CHALLENGE
OR EXPLORE.
- BEING OPEN, LISTENING

AND REVEALING ONESELF
3. INTERVIEW
 MOST PURPOSIVE AND

INTENTIONAL FORM OF
DYADIC COMMUNICATION.
 ONE HAS THOUGHT ALREADY

IN ADVANCE WHAT TO
ACCOMPLISH IN A
SYSTEMATIC OR SEQUENCING
OF TOPICS
 DESIGNED TO ACCOMPLISH
SOMETHING OR SOME
REASONS.
3. INTERVIEW
 INFORMATION GETTING AND

GIVING.
 PERSUADING AND
APPRAISING.
 EMPLOYMENT SCREENING
AND COUNSELLING
 RECEIVING COMPLAINTS,
CORRECTING OR
REPRIMANDING.
TYPES OF COMMUNICATION
2. SMALL GROUP
 WHEN THREE OR MORE
PERSONS
SIMULTANEOUSLY
COMMUNICATING
 DIRECT CONTACT AND

PERSONAL INTERACTION
BUT DIFFER WITH
REGARDS TO SIZE,
STRUCTURE AND
PROBLEMS OF
COORDINATION AND
CONTROL. SMALL GROUP
USUALLY USED OR DESIGNED FOR;
1. PROBLEM SOLVING
OR DECISION
MAKING
2. TO IMPROVE A
GROUP ACTION
3. HOW TO MAKE
LEADERSHIP MORE
MEANINGFUL
4. HOW TO GET
PEOPLE WORK
TOGETHER
TECHNIQUES OF SMALL GROUP
COMMUNICATION;
1. GROUP STRUCTURING
i. planning
ii. acquainting
iii. orienting
2. ACTIVE PARTICIPATION
i. encourage sound off
ii. promote discussion / active
participation
iii. provide positive reinforcement
iv. promote positive competition
v. reflection or feedback)
3. FACILITATING CONSENSUS
i. achieving consensus
ii. facilitation
TECHNIQUESOF SMALL GROUP
COMMUNICATION;
4. BRAINSTORMING GROUP COMMUNICATION

i. criticism is ruled out
ii. freewheeling is wanted
iii. quantity is wanted
iv. combination and
improvement are sought
5. USING CRITERIA
i. standards in determining the
most acceptable guidelines
BRAINSTORMING

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EFFECTIVE COMMUNICATION SKILLS

i. TO LEARN and HAVE the right and

ii. TO DISPLAY the right and proper

 commonly defined as the “IMPARTING

 the ACT OR PROCESS OF

 the PROCESS OF CONVEYING YOUR

 IT IS ALSO ABOUT RECEIVING INFORMATION

GOAL & OBJECTIVE :

 to SECURE mutuality of understanding and

 to ESTABLISH acceptance between and

GOAL & OBJECTIVE :

1ST INFORMATION COMMUNICATION REVOLUTION

 on this era, WRITTEN communication began to appear

2nd INFORMATION COMMUNICATION REVOLUTION

- COMMON ALPHABETS were introduced, allowing the

- in the 15th Century, PRINTING-PRESS was invented

3rd INFORMATION COMMUNICATION

 Information can now be transferred via

 AS THE SOURCE OF THE MESSAGE;

you need to be clear about why you are

you need also to be confident that the

 the message is the information that you

 the INTENT or PURPOSE of the sender is

 sender is in direct contact or face-to-face with the

INCREASING HIGH DEMAND & USE OF ELECTRONICS

 pay close attention to feedback, as it is

 if there has been misunderstanding, you

SOURCE MESSAGE CHANNEL RECEIVER

38% TONE, PITCH, VOLUME &

55% BODY LANGUAGE &

WRITTEN CAN BE RATAINED AS LEGAL RECORDS OR  PRUDENCE AND PROPER RECORD

 HIGHLY RECOMMENDED AND USED FOR PAPER

ELECTRONIC  SPEEDS UP AND MAKES THE TRANSFER OF

 CAN EASILY ACCESS DESIRED INFORMATION

1. LANGUAGE (ORAL COMMUNICATION) :

THE LANGUAGE ITSELF CAN BE A BARRIER;

 take FULL RESPONSIBILITY of the message

 RECOGNIZE the barrier: speak in simple words,

 ASK FEEDBACK or SHOW examples to verify the

2. BODY LANGUAGE (NONVERBAL):

POOR LISTENING SKILLS CAN CONSTITUTE A BARRIER ALSO.

 a LIMP GRASP as a sign of

 THE EYES : EYE CONTACT -OR LACK OF IT- MIGHT TELLS US

 Frowns, scowls and raised eyebrows might indicate displeasure or

 Can suggest anger, irritation or doubt.

 OUR APPEARANCE…. THE WAY WE PRESENT

1. a WELL DRESSED is likely to be a careful person who

2. someone who prefers “OLD-FASHIONED” dress might

3. a person WEARING EXCESSIVE JEWELRY is possibly

OUR CLOTHING DURING WORKING HOURS CAN TELL

 FAMILY, FAITH and SOCIAL VALUES

 have knowledge, insight, or experience about the topic

6. LACK OF ATTENTION AND INTEREST

 FAILURE TO READ BULLETINS, NOTICES, MINUTES

LISTENER fails to listen/read carefully and properly;

7. ONE WAY COMMUNICATION

 THE COMMUNICATION IS NOT DYNAMIC OR

LISTENERs are NOT ALLOWED to;

 EMOTIONS ARE AFFECTIVE STATE OF OUR

 one can emotionally be disturb by; Joy, Love, Sorrow,