EFFECTIVE

COMMUNICATION SKILLS
Course Outlines

✓ Overview of Communication

✓ Effective Communication

✓ Major types of Communication

▪ Spoken (Elocution)

▪ Non-Verbal Communication

▪ Written Communication
 You can have brilliant ideas, but
if you can't get them across, your
ideas won't get you anywhere.

Lee Lacocca
 Communication vs Effective Communication

Communication is simply the act of transferring

information from one place to another through
a proper channel.

Effective Communication is a two-way

information sharing process which involves one
party sending a message that is easily
understood by the receiving party.
Elements of Communication

A Sender/
Message
For Communication to exist, there must Encoder

be at least 4 basic elements

Medium or Receiver/D
channel ecoder
Elements of Communication Cont’d

Differentiate between Channel –

Internet Medium –
Email
CHANNEL of communication
vs
MEDIUM of communication Channel –
Air Medium –
Airplane

Channel –
Water Medium –
Boat
 Elements of Communication Cont’d

Choice of Channel/Medium

Purpose of Communication

Ability of encoder/decoder to use the medium

effectively
Effectiveness of medium in delivering such messages

Timing

Receptiveness of the decoder to the medium

Feedback
 Communication

We communicate in 3 major ways:

▪ Verbal: This is what you are saying.
▪ Paraverbal: This means how you say it.
Spoken ▪ Active Listening: Listening with sympathy or
empathy.

▪ These are the gestures and body language that

Non-Verbal accompany your words.

Written ▪ Communicating via written words.

Verbal Communication
 Verbal Communication

Sharing of information between individuals by using speech.

Individuals working within a business need to effectively use verbal
communication that employs readily understood spoken words, as well as
ensuring that the expression, stress and tone of voice with which the words
are expressed is appropriate.

Grammar Sentence
Vocabulary
Construction
 Verbal Communication

What we say in
COMMUNICATION and how
we say it is as important as
how we listen
Basic Communication Process

01 02 03 04 05

Start with a Transmitter encode Encoded Encoded Receiver

Message the message message is message is decodes the
Transmitted received message

Feedback
 Effective Communication Cont’d
Basic Communication Process
VOICE Elements Characteristics

01 Quality Resonance i.e.

Tone, Strength, Projection, Clarity

02 Pitch/Volume Loudness, Softness, Energy

03 Rate/Tempo Speed i.e.

Fast, Slow, Moderate

04 Articulation Pronunciation, Roundedness

Assertive Communication
 Face to Face Communication

For it to be effective, a combination of both verbal and non-verbal cues are required.

Volume, Pitch

Eye contact &

concentration

Open body
language

Positive gestures

Feedback
 Listening

Sympathetic LISTENING…

In sympathetic listening we care about the

other person and show this concern in the
way we pay close attention and express our
sorrow for their ills and happiness at their
joys.
express our sorrow for their ills and happiness
Empathetic
at their joys. LISTENING…

When we listen empathetically, we go beyond

sympathy to seek a truer understanding of
how others are feeling.
Listening

Listen to UNDERSTAND and

not to RESPOND
Effective ways to Receive
Information
Stay focused, have an open mind, give
100% attention

Detect your caller’s emotion

Don’t interrupt, allow the speaker to finish

before you begin to talk

Don’t pre-empt/select and don’t be a

selective listener
Effective ways to Receive
Information

Ask questions

Focus on content, not delivery

Recap key facts

Manage the speed of your thoughts

against the speed of your responses

Asking for information to be

repeated is not a crime
Asking Good Questions

The important thing

is not to stop
questioning.
Curiosity has its
own reason for

Albert Einstein existing

 Communication Barriers

Physical barriers
✓ Physical disabilities such as hearing problems or speech
difficulties.

Semantic barriers
✓ The use of jargon.
✓ Language differences and the difficulty in understanding
unfamiliar accents.

Psycho-social barriers
✓ Emotional barriers and taboos.
✓ Differences in perception and viewpoint.
✓ Expectations and prejudices which may lead to false
assumptions or stereotyping.
✓ Varying thinking styles.
 NON-VERBAL
COMMUNICATION
 Nonverbal Communication

Dress sense

Carriage/Posture/Comportment

Demeanor/Attitude/Behaviour

Grooming

Body language

Manner of speaking

In fact, packaging
Examples

• Yes
Nodding head

• No
Shaking head

Moving head from side to • Maybe

side

• Not sure; I don’t know

Shrugging shoulders

• Defensive
Crossed arms

• Bored, anxious, nervous

Tapping hands or fingers
Examples

• Angry
Shaking index finger

• Agreement, OK
Thumbs up

• Disagreement, not OK
Thumbs down

Pointing index finger at • Indicating, blaming

someone/something

• Welcome, introduction
Handshake
Impressions

7-38-55 Mehrabian Formula, by Albert Mehrabian revealed that people’s impression of you is
influenced by:

7% Appearance (dressing, facial

expression, body language,
grooming)

Vocal quality (tone, pitch)

38%
55%

Content (spoken words, grammar,

vocabulary, skill, REAL YOU)
Written Communication

In business, communication is everything.

People judge us and get to know us through our writing.
Before you Write or Speak

Should you send

What is at stake?
the message?
To whom
Timing

What channel What should you

should you use? say?

How should you

say it?
 Dos and Don’ts in communication

DO DON’T

Ask yourself what your audience already knows about Use ‘jargon’ from your silo
the subject
Communicate at an appropriate technical level for Use abbreviations unless you know your readers will
your audience understand them
Be specific, concrete and if possible, give examples Include technical details that is beyond the
knowledge of your readers
Remember to edit your writing to check for errors Write in complex language (vocabulary, sentence,
length) that makes comprehension difficult

Read your document through the lens of the readers. Use abstract ideas when facts would be easier to
understand
 Dos and Don’ts in Communication (Common Errors)

DON’T USE WHERE YOU SHOULD USE

Am I am/I’m
Your You are/You’re
Been/Being Being/Been
Much/Many Many/Much
Their/There/They’re They’re/There/Their
Girl’s/Girls’ Girls’/Girl’s
Too/To To/Too
Here/Hear Hear/Here
Its/It’s It’s/Its
Let’s/Lets Lets/Let’s
Lose/Loose Loose/Lose
I/Me Me/I
 Dos and Don’ts in Communication (Common Errors)

DON’T USE WHERE YOU SHOULD USE

I.e./E.g. E.g./I.e.
Advice/Advise Advise/Advice
Who/Whom Whom/Who
Loan/Borrow Borrow/Loan
Past/Passed Passed/Past
Who’s/Whose Whose/Who’s
This/These These/This
Live/Leave Leave/Live
He’s/His His/He’s
Session/Section Section/Session
 Dos and Don’ts in Communication (Common Errors - Nigerian
English)
NIGERIAN ENGLISH CORRECT

I want to barb my hair I want to get a haircut

Barbing salon Barbershop
You are taking it personal You are taking it personally
The reason is because The reason is that
My Stuffs My Stuff
Traveling Bag Travel Bag
As at when due As and when due
Be rest assured Rest assured
Am hearing you I can hear you
All manners of All manner of
Per say Per se
She delivered a baby boy She was delivered of a baby boy
 Dos and Don’ts in Communication (Common Errors - Nigerian
English)
NIGERIAN ENGLISH CORRECT

Lacking behind Lagging behind

Crack your brain Rack your brain
Return it back Return it
Reverse back Reverse
Trafficate Indicate
Nigeria comprises of 36 states Nigeria comprises 36 states
Exercise patience Be patient
Wake Keeping Wake Keep/Wake
More grease to your elbow More power to your elbow
Funny enough, I have never liked him Funnily enough, I have never liked him
My body is scratching me My body itches
Letterhead paper Letterhead
 Dos and Don’ts in Communication (Common Errors - Nigerian
English)
NIGERIAN ENGLISH CORRECT

You are mannerless You are ill-mannered

Horn at the car in front/Horning Honk at the car in front/Honking
Happy birthday in arrears Happy belated birthday/Belated birthday wishes
Just when I thought I have seen it all Just when I thought I had seen it all
First come, First serve First come, First served
Please dash me Please give me
I have a running nose/I have a running stomach I have a runny nose/I have an upset stomach
Working Experience Work Experience
Fullscap Foolscap
Extramoral lesson Extramural lesson
Committee of Nations Comity of Nations
Revert back Revert
7C’s of Effective Communication

Correct/Accurat
Clear Complete Concise/Apt
e

Considerate Concrete Courteous

Conciseness

Saying what you want to say with the fewest words possible.

People are short on time, so they appreciate those who communicate

effectively and efficiently.

Avoid run-on
Edit your work Avoid repetition
sentences
Examples

Rather than write… Say…

I have a suspicion I suspect

Let us arrive at an agreement Let’s agree

We were holding a discussion We were discussing

I gave her instructions I instructed her

Tope has to make a choice Tope has to choose/Tope must choose

Rephrase the following to be more concise

FOR DISCUSS IF ALTHOUGH MEET

For the purpose of Have a discussion In the event that In spite of the fact Hold a meeting
 Rephrase the following to be more concise

The directors will be holding a discussion about registration, to better give instruction
to the participants who have to make a choice between which sessions to attend. (27
words)

The directors will discuss registration, to better instruct the participants who have to
choose which sessions to attend. (18 words)

The directors will discuss registration, instructing participants better on which session
to attend. (13 words)
 Rephrase the following to be more concise

Since the Internet is available in

most places, users often prefer
Due to the fact that access to internet resources are
portable devices.
actually at the present time very easy to access in (13 words)
many places, the vast majority of users seek to
have those kinds of devices that are most easy to
carry around with, wherever they go. (46 Word)
Correctness

Right level of language and accuracy of facts, figures and words.

Because if the information is not correctly conveyed, the sender will lose
credibility.

Transmission of incorrect information to superiors will vitiate decision

making.

Like wise, transmission of incorrect information to the public will

damage the image of the firm.
Correctness

Spot the flaws

The Vaelus Worskhop been organsied for SEEPCO is schdule to state

Wed, 18 May. 23.

The Values Workshop being organised for SEEPCO members is scheduled

to start on Wednesday, 18th May 2023.
 Completeness

The communication must convey all facts required by the audience.

1. What meeting?
Dear Mrs. Ibukun, 2. What time?
I would like to send you a reminder about the meeting 3. Where is it holding?
we’re having tomorrow.

Dear Mrs. Ibukun,

I would like to remind you about tomorrow's meeting on the new Training Manager
Application. The meeting will hold by 10:00am at the second-level conference room,
HR building. Please let me know if you will attend.
 Clarity

Getting your message across so the receiver will understand what you are trying to
convey.

Direct communication without misinterpreting or reacting emotionally, judgmentally

or defensively. Be as clear and objective as possible.

✓ Choose short, familiar, conversational words.

✓ Construct effective sentences and paragraphs.
✓ Achieve appropriate readability.
Example

The company secretary told the accountant to

embark on a long leave, and it is not certain that
the company would want him back.

The Secretary told the Accountant that he has

been fired.
Courtesy

Courtesy in communication conveys respect to the receiver.

The sender of the message should be sincerely polite, judicious, reflective and
enthusiastic.

✓ Be sincerely tactful, thoughtful, and appreciative.

✓ Omit expressions that irritate, hurt, or belittle.
Example

Your performance in this organisation has been abysmal and appalling

questioning your level of intelligence and astuteness as a manager of resources,
which makes me wonder how you were considered for this position in the first
place.
 KEY WRITING NOTES

Wrong
You can highlight or spelling/grammar/punctuation
Do not type in all caps
embolden key words gives a bad impression

Pay attention to Cc/bcc When you reply to an email

Always Re-read before & Reply/Reply All you must include the trails if
hitting send options before sending any
an email

Know your audience Try to reply to an email within

(language and style of 24 hours
writing depends on this)
THANK YOU !