Communcation Skills.(Raghavan)

7/31/2019 Communcation Skills.(Raghavan)

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PRESENTATION

BYR.RAGHAVAN


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INTRODUCTION:

The Job market today gives as much importance to

grace,ability with language & personal habits as it

does to academic prowess. Hence it is impossibleto survive in todays fast paced global

environment without the essential ingredient

Soft-skills. Most business leaders find employees

who have the required professional skills, but lacksoft skills that a company so badly needs and find

it difficult to move ahead in their career.


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COMMUNICATION

SKILLS


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Food for thought

When I have talked in anger,

And my cheeks were flaming red,I have always uttered something,Which I wish I had not said.


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What we aim to learn

To understand and appreciate the process ofcommunication as an important constituent of theprofessional effectiveness

To understand oneself and improve interpersonal skills

Exposure to communication concepts

Diagnose and circumvent barriers to communication

To gain confidence and honing presentation skills


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INTRODUCTION

(Concepts & Processes)


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What is Communication

Communication is an exchange of informationfrom the sender to the receiver with the messagebeing understood as intended by the sender

Idea

Decode IdeaListensReadsObserves

SpeaksWrites

ActsDraws Words

ActionsPicturesNumbers

Encode

Symbols

The receiver

Sender


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Three ways to think about communication

Communication as ACTION: the transmission of informationfrom one person to another through the use of symbols andtheir accompanying meaning.

Communication as INTERACTION: the exchange ofinformation between two (or more) individuals through thesymbols and their accompanying meaning.

Communication as MEANING CONSTRUCTION: the processby which two or more individuals arrive at ostensibly shared(or common) meanings or understandings for symbolicactions.


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A. Communication occurs through the use of symbols andtheir accompanying meaning.

B. All objects, events, persons, and actions can function assymbols for communication.

C. Symbols do not possess inherent and universal meanings.

D. Symbols possess objective (physical) properties; butmeaning is inherently subjective and can only be inferred

from the interpretation of symbols.

E. The presumption of intentionality (i.e., conscious anddeliberate symbolic action) is a prerequisite forcommunication.

Some communication propositions


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Importance Of Communication

Organizational / Functional: greater informationaccess and awareness

Improves coordination: reduces logical gaps

Encourages cooperation: helps bring everyone inthe mainstream

Gives a direction: to tasks and activities

Morale and empowerment


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Decision making aid

Speeds up the organizational processes

Better focus on customer requirements

Generates a greater sense of organizational commitmentand involvement

A problem solving tool: by clarity, preciseness and feedback

.. Importance Of Communication


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Barriers to Communication

A barrier reduces or changes the quality of themessage being transmitted

Types :1. Physical 2. Psychological

Poor health Lack of Concentration

Sound / noise Attitude and bias

Unsuitable temperature Lack of self disciplineDistractions Low emotional state


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How to overcome the barriers

For the sender

Be clear about the message to besent

Be precise and to the point

Do not be verbose Use a language understandableto the receiver

Write the message if required Request a feedback to ensure

receipt of message

For the receiver

Be attentive Concentrate on the message Ask for clarifications wherever

required Listen objectivelyListen for bodylanguage

Make notes if required


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Flow of communication

At the workplace

* UpwardFrom employee to superior

* Downward

From superiors to the employee

* Lateral

From one employee to another


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Communication types

Verbal Oral - the spoken language

Non verbal

Written Body language Expressions - facial, gestures, signs


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Medium of Communication

Memos

E-mails

Notices Company circulars

In-house magazines

Oral instructions


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Gateways to Communication

A barrier removed is a gateway created.

We need to eradicate the neps from the fabric

of our communication by practicing certainthings.

1. Creating within one self the need and willingnessto understand

2. Making the message appropriate to the receiversframe of reference

( speak the language of the listener)


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3. Ability to describe others behavior withoutevaluating or interpreting.

4. Ask for feedback from the receiver

5. Reinforce communication by using more thanone channel to convey the message

(Verbal, written, nonverbal)

.. Gateways to Communication


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EFFECTIVE COMMUNICATION

1. Plan your communication

maintain clarity of purpose why,

maintain clarity of idea, what.

2. Choose the medium

language

style

semantics


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. Effective Communication

3. Remove barriers . build gatewaysDOs DONTs

- seek first to understand - remove all prejudices

and then to be understood - overcome any distractions

- empathize with other people - reduce length of- values, beliefs, needs & sentiments communication channel

- use a common language

- clarify ideas before communicating


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The Power of Listening


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Listening : A lost art

Why do we not listen? actions speak louder than words

Seeing is easier than listening

Visual medium is powerful

We hear but dont listen

look but dont see


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WHY TO LISTEN?

Visualise a common scene in a Banks Branch.

Branch Manager is totally engrossed in an urgent fileneeded to be sent to Head office.A voice is heard: May

I come in Sir Without raising his eyes from the file,Branch Manager

replied yes .

Asst.Manager came in the cabin of the BM and said: Sir,I had been to the pre-sanction visit for the Housing Loanapplied by Mr.kulkarni and realising that the BM isnot listening to him, Asst.Manager stopped furthercommunication.


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WHY TO LISTEN (CONTD)

Go on telling, I am listening said the BM.

Sir, the title to the property is not clear and the party ..

the Asst.Manager started telling.

What title ? BM asked with an irritation in his voice.

Asst.Manager now being fully convinced that the BM is

cent percent preoccupied in the file and not ready to listen

to his say,there is no point in wasting time and making BM

irritating further said, Sir, I will come later and tell you

details .He leaves cabin of the BM.


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WHY TO LISTEN (contd)

This is a common scene that prevails in Publicsector organisations. The result is obvious, a failedbusiness communication. A strain in the

relationship with staff as well as with customers. A man is preoccupied with anxieties,worries and

thoughts. He is concerned about his own problemsand does not understand how not listening to the

intending party, who is anxious to tell him of histhoughts,frustrates the intending speaker and howit spoils the business & sometimes the relationship.


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Listening-Interpretation

What the receiver receives may be differentfrom what the sender sends.

What receiver receives depends on His behavior Past experiences

His values, motivation, need or his attitude

His world


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What it takes to be a good listener

Ability to concentrate

genuine desire to understand the other personspoint of view

Sensitivity to needs, emotions and bodylanguage

Humility: You might have a point of view and I

respect you

A belief that other people are important andworth listening to.


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How to be a good listener

Know your power as a listener

Ask questions

Reflect feelings

Let your body give reassuring messages

Know your prejudices

Avoid making snap judgements

Avoid anger


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The Art of Listening

Listening : an important human skill

indispensable for superiors

gets you respect, love and fame

shows that you care for and respect others

not listening could be psychologically upsetting forthe other person

you cant fake listening the higher you go, the more you have to listen

it is a rare skill


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Listening needs an

ability to concentrate

a genuine desire to understand the other persons point of

view sensitivity to needs, emotions and body language

humility - I am not right alone, you might have a point and Irespect you

a belief that other people are important and worth listening to


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Poor Listeners

The fidget : Why are you telling me ?

The aggressive listener : tries too hard and as a result scares

people. The pseudo - intellectual : hears only ideas and not the

emotions behind them

The passive listener : :I agree with whatever you say

The inaccurate listener :I cant concentrate


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How to be a good listener,Know your power as a listener

Ask questions

Reflect feelings

Let your body give reassuring messages. Nodding, armsapart, legs not crossed, erect forward posture. All these give

non-verbal messages that you are listening.

Know your prejudices. You must discount from all those

matters towards which you are biased or passionate.

Avoid making snap judgments

Avoid anger. It always gets the better of you.


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What is Listening then?

To illustrate an Example:

When Gautam Buddha went into silence after realizingenlightenment, all God requested him to say atleastsomething so that others can understand what to do to

experience enlightenment like him. Buddha mentioned that those who have willigness to

understand, will understand even from silence and thosewho have no willingness to understand,will neverunderstand even with thousand words spoken. That

willingness i.e. a strong desire within, a passion,an abilityto identify and understand what others are saying isLISTENING.


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SUMMARY

To enjoy the fruit of listening we must cultivate

zeal to listen, listen longer, listen with respect,

listen analytically and listen without any

reservation. In a nutshell, we must develop a

passion for Listening.

Importance Of Feedback


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Importance Of Feedback

Feedback is necessary to check the effectiveness of the

communication. Feedback helps reflect upon how well the message has been

encoded, transmitted and understood.

Feedback helps make mid-course correction if found required.

- in terms of action : changing strategy

- in terms of communication : changing message


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Organizational Communication


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Official Communication

1. Flow : vertical/horizontal/cross

2. Content : top-down are in the form of orders or directives

bottom-up are in the form of feedback or complaints

3. Through a proper channel : Who is the end audience? Whoshould know first ? What should the network be ?

4. Information is power. One who has the authority to

communicate is considered powerful.


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How to write memos that work

Begin with planning.- what are the facts ?- what do they mean ?- what do I do now ?

Write short and to the point sentences

Write in the second person Use memos to summarize group decisions, to list individualassignments and deadlines

Adopt a conversational style Use the B - E - T method to help strengthen your memos content

i.e. - B = Bottom line - E = Evidence - T = tasks

Always keep your memos brief and precise


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Communication Ethics

If intimation is power, and if we have information, then we mustrespect and handle our communication with restraint.

Key Points:

maintain confidentiality -confidential information is trust reposed

Confidential information is trust betrayed

certain information is `need to know - the job demands it,certain information is `desire to know - it may help in my job,

and certain information is `desirable to know, it may increasemy power, fame and status.

Gossiping or bitching - is like `stabbing in the back


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. Communication Ethics

Ownership of information - Permission of the owner is a must beforeusing it.

Knowledge of information vs. use of information - havinginformation does not mean you can use it.

Communication must flow through a proper channel - cutting acrossa channels causes heartburns, hurt and misunderstandings

Timing and place - be careful and sensitive to it.


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Written Communication

Written communication as compared to oral communication is at

a disadvantage because of the absence of non-verbal gestures,

voice variation and physical expressions. This as a result

increases the importance of clarity and accuracy of the content

of our written message. To have effective written

communication, certain steps and guidelines may help.

The steps


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Plan

Keep it short and simple

Write it

Edit your writing

The steps

(Your communication)

(Brevity and precision)

(Commit it on paper)

(Check for corrections)


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Steps

Step 1. PlanLike nearly any activity, written communication too requiresa plan and a structure. Certain thins must be clearly ascertained, like,Sender : From whom is the communication starting ?Receiver : Who is the end receiver/audience of the written

communication?Purpose : Why are we making the communication ?What is the expected outcome I.e What do expect the receiver to do ?

These questions when answered and related will help us understandand design the path, requirements and the construction of the message.


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Step 2. Keep it Short & Simple (K.I.S.S.)

The Structure of the content of the message must be,

Brief: Brevity and simplicity avoids any confusion inunderstanding the message.

Specific : Only the issue or matter in question must be

addressed. Other unrelated matters must not be included as itmight decrease the significance of the main topic.

Sequence:The flow of or written communication must follow alogical and stepwise format.


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Step 2. Keep it Short & Simple (K.I.S.S.)

The Structure of the content of the message must be,

Short Sentences : They facilitate easy and correct understandingof the message.

Simple usable words : Everyday used words maintain theharmony and expression of our communication.

Facts and Figures ; They help to give our communicationobjectivity. Relying on unclear, subjective assumptions andexpectations blurs the message.


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Meaning of the facts

Supporting data and clarification of the facts would help in theclarity of our communication.

Suit it to the audience

One message may need different degrees of explanations.This depends on the context, frame of reference andunderstanding capability of the receiver in question. We mustexplain and elaborate our message depending on thereceiver.


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Call for actionOur written communication should look for expected action tobe taken based on it.

Request feedback

Our written communication must call for acknowledgment ofreceipt of information.Supporting the acknowledgment mustbe specific feedback on how the communication has beenunderstood.


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Step 3. Write It

Once we have done the above, we could proceed to actuallywriting our communication on paper, bearing a few things inmind.

Double spacing to improve readability,as used on this page.

Use of paragraph to make the communication more logicaland understandable.

Neat, uniform handwriting, in case it is not typed or printed.

Step 4. Edit your writing


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Effective editing is another step towards good writing.The key points to remember during editing are,

Edit your draft as brutally as if it was someone elsescopy.

Edit your draft from the readers point of view

Be specially critical of the first few paragraphs

Look out for problems in any section you wrote whenyou were bored or tired.

Carefully study the content of your draft details, flow,forgotten points, unrelated issues etc.

Edit for brevity and clarity

Read aloud for style and tone

Edit again

Body Language


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Body Language

Interpreting body language is vital in any communication process

Observe the body movements and posturesMatch the other persons language

Some interesting interpretations of Rabbits

Sniffing: May be annoyed or just talking to youGrunts: Usually angry, watch out or you could get bit!

Shrill scream: Hurt or dyingCircling your feet: Usually indicates sexual behavior.He/She's in love.


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Presentation Skills


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What is a presentation


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A method of communicating with an audience by explainingor discussing on particular subject(s) aided by different tools

Preparing for a presentation

Collect and collate data regarding the subject and relatedareas

Speak to experts in that subject for their ideas Incorporate related practical examples, role plays etc Identify the target audience Prepare the transparencies and arrange for the tools/aids Check for errors and correct them Practice

Making effective presentations


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Points to be kept in mind

Be clear about the subject and the purpose of the same Collect accurate data and information on the subject Collect data on related topics and areas Use language understood by the audience

Frame your presentation around the target audience Involve the audience by asking questions or games Do not remain fixed at one position, move while speaking Use gestures and expressions to drive the point home

Use presentation aids to generate interest and present data Note critical points on a small note pad for ready reference Provide a list of reference books, articles etc and handouts Take a feedback at the end

Tools for effective presentations


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Transparencies Overhead projectorAudio Visual facilities HandoutsComputer aided presentation - Power Point, CD ROMRole plays, case studies, quizzes

Uses

An effective method of putting ideas across in a

comprehensive manner

- Proposals- Training of employees- Assignments to be submitted

Managerial requirements forcommunication


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A. Managerial communication skills are used for: Work facilitation To inform, instruct and guide Interpreting employee non verbal communication

Motivating subordinates Breaking employee barriers and mindsets Developing better interpersonal relations As a bridge between subordinates and superiors

B. What needs to be communicated


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Superior Manager Subordinate

Peers

Information/ Attitudes

Data + ValuesMoodsEmotions

C. The communication linkages

Some final guidelines


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Practice active listening, listen for facts and feelings, content and

intent.

Identify barriers to good listening - and knock them down.

Guide conversations with "open" and "closed" questions.

Defuse difficult situations; encourage participation;

Build empathy and check understanding.

Read and use body language effectively.

Speak effectively and persuasively.

Summarizing


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Concepts, importance, barriers and ways to overcome

them Types, medium, gateways to communication

Effective Communication how to achieve

Listening importance, effective listening

Feedback importance, how to receive Organizational communication, memos

Communication Ethics

Written Communication steps

Body Language - Types

Presentation Skills how to deliver effectivepresentations


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Communcation Skills.(Raghavan)

Documents

Transcript of Communcation Skills.(Raghavan)