Effective Communications

SANJIVINI HUMAN RESOURCES INSTITUTE04 February 2006

Effective Communications

A Programme specially developed for

The Twenty first century

Librarian

Under the auspices of

MADRAS LIBRARY ASSOCIATION


LIBRARIANS –Part of the Management team!

In companies across the country, corporate library science specialists are integral parts of the management team, as they track and organize information on products, trends and markets. In hospitals, these information experts organize the barrage of material on medical developments. In law libraries, museums, research centers, universities and government agencies, library science experts handle the complicated and important job of managing the world's information.


LIBRARIANS – an important link

And yes, they also work at the local library -- a familiar face, a helping hand, and resident expert to patrons of all ages. Whether running a story-hour for preschoolers, helping senior citizens navigate the World Wide Web, or choosing books for a library's collections, library science specialists are the local authorities on information and access.


The advent of TechnologyLibrary science specialists use the latest in

information technology to connect people with information. They make a measurable difference to the bottom line of corporations, contribute enormously to the efforts of medical researchers, and assist lawyers who are preparing cases. They also have an enormous impact on how Internet information is organized and delivered. If you enjoy the challenge of searching for answers, and you like working with people, a career in library science and instructional technology might be right for you.


Library and Information Science

Library and information science (LIS) is the study of issues related to libraries and the information fields. This includes academic studies regarding how library resources are used and how people interact with library systems.

Basic topics in LIS include: acquisition, cataloging, classification, and preservation of library materials.

LIS should not be confused with information theory, the mathematical study of the concept of information or information science a field related to computer science and cognitive science


Difference between LIS and librarianship

LIS is distinct from librarianship, in a way analogous to the difference between medicine and doctoring. Librarianship, the application of library science, comprises the practical services rendered by librarians in their day-to-day attempts to meet the needs of library patrons.

Many practicing librarians do not contribute to LIS scholarship but focus on daily operations of their own library systems. Other practicing librarians, particularly in academic libraries, do perform original scholarly LIS research and contribute to the academic end of the field.


The Role of the Modern Librarian

We can thus see that a “Librarian” is an important link between a seeker of knowledge and that knowledge itself

With technology having made rapid strides, the question which is often asked is:

ARE LIBRARIANS REDUNDANT?


Resources needed for an effective Librarian

LIBRARIAN

HARDWARE &SOFTWARE

ACADEMICKNOWLEDGE

LIBRARYCONTENT

LIBRARYSERVICES

CONNECTIVITY

SOFTSKILLS


This evening…..

We shall focus on one of these resources:

Soft skills

And of the many soft skills needed we shall take a closer look at

EFFECTIVE COMUNICATIONS


The gamut of Communications

The nature of CommunicationsSome common communication

problemsEffective speakingBetter listeningThe art of readingCommunication at work


COMMUNICATION

Communication is the “sharing” or “imparting” of knowledge

It is a two way streetIt is the transfer of thought from one

source to anotherIt involves THREE elements – The Sender or SpeakerThe Receiver or ListenerThe Medium of Communication


Is the knitting which holds organisations together – and the thread which keeps coming apart

Is the greatest single influence on organisational effectiveness

Needs a lot more effort and sensitivity than is often shown

Is based on assumptions, and debased by assumptions (no matter how hard you try)Cannot be perfected

Communication


Most of us are poor communicators and Most of us are poor communicators and very poor listenersvery poor listenersFew of us try hard to get our message Few of us try hard to get our message across to othersacross to othersWhen ‘communicating’ most of us take When ‘communicating’ most of us take little advantage of the various media little advantage of the various media available to usavailable to usWe could all improve our writing skillsWe could all improve our writing skills

Home truths


Communication at different levels


Communication and Sale

are anologous THOUGHT OR PRODUCT

NO SALE OR COMMUNICATION IS COMPLETE

UNTIL OWNERSHIP HAS BEEN TRANSFERRED TO THE BUYER OR RECEIVER

MEDIUM MEDIUM

SENDER OR

SELLER

RECEIVEROR

BUYER


Effective Communication-

The Sender

How do we communicate?The Spoken wordThe Written wordBody language


The spoken wordThe spoken wordContent – correctness, grammar, Content – correctness, grammar, expressionexpressionDelivery – Diction, intonation, Delivery – Diction, intonation, pronunciationpronunciationStand up, speak up, Shut upStand up, speak up, Shut upTalking less can achieve moreTalking less can achieve moreVanity and verbosity are kindred spiritsVanity and verbosity are kindred spirits

Improving Communications

The Sender


The written wordIf it’s important, write it downIf it’s written down, take it seriouslyIf it is to be taken seriously, write it wellDo not inflict on others what you will not accept yourself – sloppy English, misspellings etc.Get the message across, briefly, simply and clearlyUnderstand that many readers are limited by their ability to comprehend and concentrate



Non Verbal communicationNon Verbal communicationFacial expressions – Eye contact, Facial expressions – Eye contact, expressions of interest, pleasure, expressions of interest, pleasure, boredom, resentmentboredom, resentmentTone of voiceTone of voiceBody movementBody movementGesturesGesturesUse of spaceUse of spaceChange and contrastChange and contrast



Problem 1 - Lack of CONTACT

To be a good communicator you need to be in contact with:

PeoplePlacesEventsResults


Solutions to Problem 1

Get out to where the action isMeet peopleListen to what they have to sayImpart the whole picture to themEncourage them


Problem 2 - Lack of CONCERN

Good communicators understand what the other person:

Is sayingWants to sayReally needsWill be satisfied withwill be upset with


Solutions to problem 2

What comes from the heart is greater than that which comes form the lips or the hands:

Treat every one you communicate with as equally important

Put yourself in the other person’s place

Tell yourself that it takes more effort to please than to displease

Make that additional effort


Problem 3 - Lack of CONFIDENCE

Most communicators are unsure of:WHAT to sayWHEN to say itHOW to say itThe likely RESPONSE The most appropriate REACTION

to the expected response



Understand your deficienciesCommit yourself to improveLearn the art of good

communicationsPut into practiceEncourage feedbackConstantly improve


Problem 4 - Lack of CONTROL

Many communicators show utter disregard for the other person’s:

TimeOpinionSensibilities



Learn to speak less and listen more

Express yourself in simple termsStart valuing your own and other

people’s timeBe sensitive to reactions to your

communicationsDevelop a positive attitude


Problem 5 -Lack of Courtesy

Courtesy in Communication is more the exception than the rule

In general, courtesy is associated with subservience

In particular, courtesy is critical in customer relationship management

It is invaluable in one’s personal life



Generous and spontaneous use of words like “may, please, kindly and thanks”

Judicious use of name of the person being communicated with

Display of appreciationGreater understanding


Open House Discussions

Effective Communications

Documents

Transcript of Effective Communications