Bài giảng Basic communication skills - Hoàng Anh Duy
PROCESS OF COMMUNICATION
Communicate for the first meet
• 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
communication
Remember
1
2
ABC
5C
3
7C
6
25 April 2022
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-and-fight-
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
Wrong Wrong
No
message method object 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.
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
• 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
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