Effective Communication Skills in Workplace

Effective Communication
Skills Training
Trainer: Jofel Suan
Duration: 4 hours
Welcome Participants
Enjoy!!

Fun Facts !
2
Increased
productivity
Improved
relationships
with colleagues
Increase
customer
satisfaction
Effective Communication
in Workplace
Poor Communication
in the Workplace
Reasons of
failure
Increases
stress of
employees
Wasted Time
and money

Activity 1: Introduce Yourself
1. Write down your
Name, Position,
Department and
expected to learn
2. Place on the board and
discuss on the front
3. Get questionnaire from
the box and answer the
question.
3

Purpose
The company invested in training of employees on effective communication
skills to Improved Productivity, Increase Efficiency and Reduce Stress by
• Clear communication within teams that reduces misunderstandings,
delays, and rework.
• Employees who communicate effectively can collaborate smoothly,
delegate tasks efficiently, and solve problems faster.
• Reduces Misunderstandings and Errors.
4

Learning Objectives
At the end of presentation the participants will be able to learn/apply;
1. Importance of effective communication skills
2. Process of Effective Communication
3. Channels of Communication
4. Barriers to effective communication
5. Verbal and Non- Verbal Communication
6. Improving effective listening skills 5

What is Communication?
6
• Latin word “communis” which means to share i.e sharing of ideas ,
concepts, feelings & emotions.
• Expressed in written, spoken, action, symbols and signs
• Main objective of Communication is
“Common Understanding”

Activity 2: Impact of Communication to your Job
Answer the following in
your worksheet
1. In your opinion, how
effective communication
helps your job?
8
your worksheet
2. Write at least 1 impact
of miscommunication or
misunderstanding

Importance of Effective Communication
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Boosts Safety,
Productivity and
Efficiency
Improves Employee
Morale
Reduces Conflict
Better Decision-
Making
Enhances
Collaboration
Strengthens
Customer
Relationships
Develop personal and professional skills
Key driver of success in the workplace

Process of Effective Communication
Objective is Common Understanding

Channels of Communication
11
Written Message Spoken Word Action/ signal
Email/ Electronic Signs/ Symbols Brand Logo /Symbol
Message could be via physical or electronically

12
1. A volunteer will dictate the items
from the handout given to him.
2. You have to follow the
instructions & draw the same in
the sheet of paper accordingly.
3. The Volunteer will then compare
the original items with you.
Activity 3: Pictionary

Barriers of Effective Communication
Studies tell 70 % of mistakes in the workplace are a direct result of poor communication…..

BARRIERS
Barriers
1. People generation
2. Role expectations/Power dynamic
3. Language barrier
4. Culture differences
How to properly address
1. Identify the target audience
2. Use formal in workplace setting
3. Translate properly
4. Interpret properly

BARRIERS
Barriers
1. Unclear purpose
2. Lack of planning
3. Emotional bias
4. Voice Quality / Typo/ Vocabulary
5. Body Language
1. Ensure a clear purpose
2. Draft and review the message
3. Be reasonable, logical and just
4. Ensure correct spelling, proper
Body posture, proper voice tone

BARRIERS
Barriers
1. Irrevalant message to receiver
2. Language barrier
3. Preconceive Notion
4. Complex words/ technical
1. Tailor message to receiver
2. Translate/ interpret properly
3. Use simple words as possible

BARRIERS
Barriers
1. Inappropriate channel
2. Technology glithes
3. Physical barriers (environment, noise,
temperature, safetyness
4. Equipment downtime
1. Choose right channel
2. Ensure working equipment/tools
4. Equipment maintenance/care

BARRIERS
Barriers
1. Language barrier
2. Culture difference
3. Personal biases
1. Translate/convert properly
2. Listen Actively
3. Interpret correctly
5. Focus on details of the message

BARRIERS
Barriers
1. Fear of judgment
2. Lack of confidence
3. Unclear communication
1. Focus on result
2. Response to needs
3. Verify the details and response

20
Activity 4: Charades
1. The participants will align and
face in the same direction.
2. The last person will act according
to written instruction show to the
person next to him.
3. The other person will mimic the
action show to the next person.
4. This action will continue until all
participants are done.
5. The action of the first and last
first will be compare lateer.

Activity 6: Address communication barrier
your worksheet
Read the given scenario.
What is the
communication barrier
and how you will handle
it properly?
21

1. Proper channel
2. Active Listener
3. Verbal Skills
4. Writing Skills
5. Body Langauge
Improving Communication Skills

• Nature of information
• Urgent (video call, Phone call, msg)
• Complex (email)
• Confidential (F2F, private email)
• Formality (Formal-email)
• Audience
• Who are you trying to reach?
(audience preferences)
• Team size
• Company Culture
• What communication styles are
encouraged in your workplace?
1. Choose the right Channel

24
"We have two ears and one mouth so
we can listen twice as much as we speak"

• Listening…. the
psychological process of
receiving, attending to,
constructing meaning
from, and responding to
spoken or nonverbal
messages
• Hearing = physiological
• Listening = psychological
25
2. Active Listening

• 85% of what we know is
from listening
• 45% of our time is spent on
listening
• A person recalls 50% of
what they just heard
• ….only 20% of it is
remembered long term
26
2. Active Listening

6 Basic reasons why we do not Listen
27
• A Assumptions
• R Roaming Mind
• E External and Internal Distractions
• Y Your Interpretation and Distortion
• O Over Stimulation
• U Unclear Speaker

How to improve your listening skills?
28
• Maintain eye contact with the speaker
• Focus on content than on the way that it is being said.
• Avoid selective listening
• Avoid distractions
• Ask questions to stay active and interested.
• Face the speaker
• Respond appropriately – say yes, no, etc.
• Do not be preoccupied with your own thoughts.

29
Activity 5: Police and a Criminal
1. Each participants will draw a paper in
the box. Don’t show to anyone what is
written.
2. It could be Police or Criminal.
3. The goal is to guess who is the
criminal.
4. Each one will ask question to one
another and try to catch him.
5. All participant will make a vote for
whos the criminal.
6. The game will continue until the
criminal will be caught or only the
criminal left (won).

3. Improve verbal communication
1. the tone of voice
was much more
influential than the
words
2. Facial
expressions, like a
smile or a frown,
have the most
influence on how we
understand the
message
What said?
How it
said?
Body
language

31
3. Improve verbal communication
1.Tailored message for better engagement
2.Clarity and avoiding misunderstandings
3.Striking the right tone and phasing
4.Building rapport and credibility.

Effective written communication that you can refer
to when creating and revising documents:
1. Use a Plain and simple Language approach
2. Define the Purpose of your Written Document
3. Only include important and relevant information
4. Keep sentences and paragraphs short
5. Assess the Usability of Documents: Listen to
Your Readers and feedbacks
32
4. Improve written / Email communication

33
2. Salutation
3. Greetings
4. Purpose
5. Call for Action
6. Sign out
7. Signature Block
(Agenda – Brief, Actionable)
Hi Mr.John, (consider relationship)
Good morning,
This emails is to……
May request to….If possible… Would you mind.. Can we
discuss… Looking forward for response…. Hopefully you
consider…Let me know…
Thanks,
Peter
Position
Company
1. Subject line

34
Do’s
• be mindful of your audience.
• have a clear and concise subject line.
• use a professional salutation.
• introduce yourself in the email,
especially in initial communication.
• structure your email logically and
keep it concise.
• review carefully before hitting send.
• use a generic email signature
• follow data security protocol
Don’ts
• Don't use vague or misleading
subject lines.
• Don't use all caps or excessive
exclamation points.
• Don't send emails when you're
angry or upset
• Don’t include irrelevant information
or attachments.

35
4. Improve Body Language
Body language is the way
we communicate through
our physical behavior,
without using words

36
Type of Body Language
POSTURES & GESTURES
– How do you use hand gestures? Stance?
EYE CONTACT
– How’s your “Lighthouse”?
ORIENTATION
– How do you position yourself?
PRESENTATION
– How do you deliver your message?
LOOKS
– Are your looks, appearance, dress important?
EXPRESSIONS OF EMOTION
– Are you using facial expressions to express

Example of Body Language
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Looking down while speaking can
indicate submission, shyness, or
sadness.
Looking Down

38
Prolonged, intense staring can be
seen as intimidating, aggressive, or
even a sign of attraction
Staring

39
Maintaining eye contact for a
moderate amount of time (around
60% of the conversation) generally
indicates confidence, interest, and
attentiveness
Direct Eye Contact

40
This gesture is often associated with
confidence and evaluation. It can
signal that you're listening
attentively, analyzing information,
or forming an opinion
Steeplechase Hand Position

41
A genuine smile with crinkled eyes
and open palms is a sign of
openness, friendliness, and
welcoming behavior.
Wide Smile and Open Palms

Improve the Body Language
42
firm grip shows confidence and
engagement.
Match the other person's grip
strength. (not too tight or too loss).

43
This projects confidence and
openness.
Stand tall with your shoulders back
and relaxed, not hunched.
Show open palm , forward.

44
Leaning in towards someone shows
that you're interested in what they
have to say and engaged in the
conversation
Leaning In

45
Crossing your arms creates a
physical barrier and can signal that
you're closed off, disagreeing with
something, or uncomfortable in the
situation.
Crossing your arms and legs

Misinterpretation of Body Language
46
• Unconscious Habits
• Cultural Differences
• Individual Baseline
• Don’t Focus in single body language!

Improve the Body Language
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Body Language Standing Sitting
Posture / Gesture Stand Straight, hand gesture
(open, temple, relax)
Straight / feet flat on floor/
arms on armrest / relax
hands
Eye Contact Eye to eye Eye to eye
Orientation Proper distance Lean forward
Presentation
Looks Consider to wear appropriate to the place/task
Expression/ Emotion Gentle smile, relax
Be aware of your Body Langauge!

Summary
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1. The objective of effective communication is common
understanding.
2. Effective communication skills helps to develop our personal and
professional skills, and these will lead for us to performed better in
our job.
3. Proper selection of channel for communication will give higher
chance of success in effectively communicating.
4. Decoding and imposing proper language is an edge for better
communication.

Effective Communication Skills in Workplace

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