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Transcript of Communication
ART OF EFFECTIVE COMMUNICATION
BY: SOFTSKILLS WORLD
Expectations from the
ProgramA Syndicate
Exercise
Based on the
syndicate’sdesire to learn
today
Communication Skills
“It takes 3 years to learn how to use your tongue; however it takes life
time to learn when and where to use it”
- Anonymous
One sentence can ‘Make a big difference’…..
WHAT IS COMMUNICATION?
• Communication Is The Process of
- Exchanging Information
- Through Common System Of Symbols, Signs And Behavior
- The Synonyms For Communication Are Feelings, Speaking, Corresponding, Writing, Listening, Exchanging Etc.
Functions of Communication
1. Control member behavior.
2. Foster motivation for what is to be done.
3. Provide a release for emotional expression.
4. Provide information needed to make decisions.
Communication Styles In Organizations
STYLE TYPES
Written Communication Letters, Office memos, Reports,Instruction manuals, policies,Forms, Email
Verbal Communication Formal and Informal Conversation
Nonverbal Communication Human behavior, Facial expressions,Body language
Grapevine• Grapevine Characteristics
– Informal, not controlled by management– Perceived by most employees as being more believable
and reliable than formal communications– Largely used to serve the self-interests of those who
use it– Results from:
• Desire for information about important situations• Ambiguous conditions• Conditions that cause anxiety
ACTIVITY TIME
Formal Channels Of CommunicationUpward Communication
• Suggestions for improvement
• Disputes
• Performance reportsHorizontal Communication
•Advice to other departments•Coordination with other departments•Problem solving for other departments•Problem solving within departments
Downward Communication
•Job instructions•Plans and Policies•Procedures and Rules•Performance Feedback & Goals
Employee
Information Richness of Communication Channels
Low channel richness High channel richness
Routine Non-routine
One WayVersus
Two WayCommunication
Structure Of Communication
• Sender • Receiver• Message• Medium • Context
Develop idea Encode Transmit
ReceiveDecodeAcceptUse
Sender
Receiver
Feedback
Communication Process
Medium
SenderHis/her knowledge on the subject or issue and ability &
limitation to communicate effectively His/her psychological make up & perceptionHis/her biases, prejudices about receiver
Message Content Clarity Construction/structure
Medium Choice Suitable for sender or receiver or both
Communication Process
Communication Process
• ReceiverHis/her ability to receive and understand effectively His/her psychological make up & perceptionHis/her biases, prejudices about senderHis/her attitude about the subject/issue
• Situation or context Physical setting Social context Situation expectancies or readiness
Barriers To Communication
Structural• Distance• Time• Company : Structure/
Systems• Wrong Media
Environmental• Noise• Other people intruding• Discomfort (Temperature,
Space, Humidity, Ventilation etc )
• Distraction
Barriers To Communication
Language• Vocabulary• Ambiguity• Jargon• Woolly use of language• Rambling
Psychological• Fear• Shyness• Aggression• Bias / Prejudice,
Assumption• Pressures• Mood• Ego
Cont…
Barriers To Communication
• Inappropriate tone or approach
• Poor listening• Lack of sufficient
knowledge• Lack of adequate skills
• Lack of planning & preparation
• Sending solutions/ conclusions
Cont…
Sender’s Weaknesses
Barriers To Communication
• Reluctance to receive
• Prejudgment of issue or person
• Unfamiliarity with the subject
Cont…Receiver’s Weaknesses
• Not paying attention
• Only hearing not listening
• Not clarifying
• Assuming
Common barriers to communication:Apparent ‘cause’ Practical Example
Physiological Message in an internal report not received due to blindness.
Psychological Message from external stakeholder ignored due to ‘groupthink’
Cultural Message from organisation misinterpreted by members of a particular group
Political Message from internal stakeholder not sent because individual is marginalised
Economic Message not available to a public sector organisation due to lack of resources
Technological Message not delivered due to technical failure
Physical Message cannot be heard and visual aids cannot be seen by some members of the audience
Overcoming the Barriers…
• Say to yourself, “I will get Response”• Come up with a topic for discussion everyday• Start improving upon pronunciation• Develop habit of reading – start with the English
newspaper / Comics• Understand first, then communicate• Don’t be afraid of asking questions
Completeness
Conciseness
Clarity
Correctness
The 4C Model Of Effective Communication
Benefits of effective communication
• Quicker problem solving• Better decision making• Steady work flow• Strong business relations• Better professional image
Impact of Informal Communication in Organizations
Open Vs Closed Questions?
Questioning Technique
• Tell me how you went about…?’ (open)
• ‘How did you prepare?’ (open – secondary)
• ‘What was your starting point?’ (probe)
• ‘So, what happened next?’ (probe)
• ‘Who else was involved?’ (probe)
• ‘And how did they respond?’ (probe)
• ‘What were your thoughts at that stage?’ (probe)
• ‘What were the main outcomes?’ (probe)
• ‘So, that took a total of six weeks?’ (closed – clarifying)
• ‘Was it your idea or someone else’s?’ (closed – clarifying)
• ‘And the patient made a full recovery?’ (closed – clarifying)
• ‘So, let me see if I’ve followed you…’ (checking – summary)
• "How many people were involved in the fight?""About ten.""Were they kids or adults?""Mostly kids.""What sort of ages were they?""About fourteen or fifteen.""Were any of them wearing anything distinctive?""Yes, several of them had red baseball caps on.""Can you remember if there was a logo on any of the caps?""Now you come to mention it, yes, I remember seeing a big letter N."
Some more examples….
Form Cocoon
Avoid any kind of side disturbances or disruptions by creating a cocoon around you which can help you concentrate more on the message of the speaker…
‘This can help you deliver better and build a trust for yourself’
Unconscious mind informs both the people ..he is
interested in whatever I am saying…
Engage yourself
Show your interest and willingness to here the client….do not project at any stage that the client is secondary ,that may lead to build distrust….
“Assumption is communication’s greatest
enemy”
Don’t ‘Assume’
…in the new global and diverse workplace requires
excellent communication skills!
Success for YOU…