Communication Skill Vbk

8/2/2019 Communication Skill Vbk

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WORKSHOP

ON

EFFECTIVE COMMUNICATION

SKILLS

DR.V.VEERA BALAJI KUMARBHMS., M Sc. , M Phil Psych.

Director, Lotus Learning Solutions


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Dr.V.Veera Balaji Kumar

Objectives

Define and understand communication and the

communication process

List and overcome the filters/barriers in a

communication process

Practice active listening

Tips to improve verbal and non verbalcommunication


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What is Communication?

COMMUNICATION IS THE ART OF

TRANSMITTING INFORMATION, IDEAS

AND ATTITUDES FROM ONE PERSON

TO ANOTHER.COMMUNICATIONIS THE PROCESS OF MEANINGFUL

INTERACTION AMONG HUMAN BEINGS.


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A skill is learned ability to do

something well, especially after

training and practice.


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ESSENCE of communication

PERSONAL PROCESS

OCCURS BETWEEN PEOPLE

INVOLVES CHANGE IN BEHAVIOUR

MEANS TO INFLUENCE OTHERS

EXPRESSION OF THOUGHTS AND EMOTIONS THROUGHWORDS & ACTIONS.

TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.

IT IS A SOCIAL AND EMOTIONAL PROCESS.


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The Communication Process

Basic Model

1.

Sender hasidea


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Basic Model

1.

Sender hasidea


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Basic Model

2.

Senderencodesidea inmessage

1.

Sender hasidea


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Basic Model

2.


1.

Sender hasidea


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Basic Model

3.Messagetravels overchannel

2.


1.

Sender hasidea


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Basic Model

2.



1.

Sender hasidea


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Basic Model

2.



1.

Sender hasidea

4.

Receiverdecodesmessage


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Basic Model

2.



1.

Sender hasidea

4.



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Basic Model

2.



1.

Sender hasidea

4.


5.Feedback travelsto sender


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Basic Model

2.



1.

Sender hasidea

4.




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Basic Model

2.



1.

Sender hasidea

4.




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Basic Model

2.



1.

Sender hasidea

4.


6.

Possible additionalfeedback to receiver



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Basic Model

2.



1.

Sender hasidea

4.


6.

Possible additionalfeedback to receiver



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Types of Communication

Downwards Communication : Highly Directive, from Senior to

subordinates, to assign duties, giveinstructions, to inform to offer feed back, approvalto highlight problems etc.

Upwards Communications : It is non directive in nature from downbelow, to give feedback, to inform about

progress/problems, seeking approvals.

Lateral or Horizontal

Communication : Among colleagues, peers at same level forinformation

level for information sharing for coordination, tosave time.


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COMMUNICATION NETWORKS

In modern business environment communication extends beyond written orspoken words to listened word.

Visual dimension added by T.V., computers has given to new meaning to

communication.

Formal Network : Virtually vertical as per chain go command within

the hierarchy.

Informal Network : Free to move in any direction may skip

formal chain of command. Likely to satisfy social

and emotional needs and also can facilitate task

accomplishment.


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HIERARCHY LEVEL

Executive Director

Vice President

A.G.M.

Manager

Supervisor

Forman

SupervSupervisor 1 Supervisor 2

Manager

Horizontal Comm.


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MISCOMMUNICATION IN

PRODUCT EVOLVEMENT


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As Marketing Requested It


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As Sales Ordered It


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As Engineering Designed It


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As Production Manufactured It


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As Maintenance Installed It


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What the Customer Wanted

M Di t ti


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Message DistortionDownward CommunicationThrough Five Levels of Management

Message Amount of message

written by board of directors 100%

M Di t ti


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received by vice-president 63%

M Di t ti


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received by general supervisor 56%

M Di t ti


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received by plant manager 40%

Message Distortion


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received by team leader 30%

Message Distortion


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received by team leader 30%

received by worker 20%


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Surmounting Organizational Barriers

Encourage open environment for interactionand feedback.

Flatten the organizational structure.

Promote horizontal communication.

Provide hotline for anonymous feedback.

Provide sufficient information through formal

channels.

Barriers to communication


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Barriers to communication

Noise Inappropriate medium

Assumptions/Misconceptions

Emotions

Language differences

Poor listening skills

Distractions
http://images.google.com/imgres?imgurl=http://www.aperfectworld.org/clipart/communications/transmitter.gif&imgrefurl=http://www.aperfectworld.org/communications.htm&h=184&w=158&sz=10&tbnid=0fM59eH1DFUJ:&tbnh=96&tbnw=82&hl=en&start=8&prev=/images%3Fq%3Dtransmitter%26hl%3Den%26lr%3D%26sa%3DN


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A Classic Case of Miscommunication


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In Central Harbor, Maine, local legend recalls the

day when the Famous TV anchor Walter Cronkitesteered his boat into port.

The avid sailor was amused to see in the distance asmall crowd on shore waving their arms to greethim.

He could barely make out their excited shouts:

Hello Walter, Hello Walter!

A Cl i C f Mi i ti


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Dr.V.Veera Balaji KumarMary Ellen Guffey, Business Communication: Process and Product, 5e

Ch. 1, Slide 48


As his boat came closer, the crowd grew larger, stillyelling. Pleased at the reception, Cronkite tipped hiswhite captain's hat, waved back, even took a bow.But before reaching dockside, Cronkite's boatabruptly jammed aground. The crowd stood silent.

The veteran news anchor suddenly realized whatthey'd been shouting: Low water, low water!

Analysis of Flawed


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Analysis of Flawed

Communication Process

Analysis of Flawed Communication


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Process

Senderhasidea

Warnboater



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Process

Senderhasidea

Warnboater

Senderencodesmessage

Low

water!



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Process

Senderhasidea

Warnboater


Low

water!

Channelcarriesmessage

Messagedistorted



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Process

Senderhasidea

Warnboater


Low

water!

Channelcarriesmessage

Messagedistorted


Hello

Walter!

Barriers That Caused


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a e s at Caused

Cronkite Miscommunication

Frame of reference

Language skills

Listening skills

Receiver accustomed to acclaimand appreciative crowds.

Maine accent makes "water" and"Walter" sound similar.

Receiver more accustomed tospeaking than to listening.

Barriers That Caused


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Cronkite Miscommunication

Emotional interference

Physical barriers

Ego prompted receiver to believecrowd was responding to hiscelebrity status.

Noise from boat, distancebetween senders and receivers.

Which of these barriers could be overcome through

improved communication skills?

O i C i i i


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Overcoming Communication Barriers

Realize that communication is imperfect.

Adapt the message to the receiver.

Improve your language and listening

skills.

Question your preconceptions.

Plan for feedback.


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Hearing Vs Listening


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Hearing Physical process,natural, passive

Listening Physical as well

as mental process, active,

learned process, a skill

Listening is hard.You must choose to participate in the

process of listening.

VALUE OF LISTENING


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Listening to others is an elegant art.

Good listening reflects courtesy and good

manners.

Listening carefully to the instructions of

superiors improve competence andperformance.

The result of poor listening skill could be

disastrous in business, employment and social

relations.

Active listening


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Active listening

Active listening can eliminate a number of

imaginary grievances of employees.

Active listening skill can improve socialrelations and conversation.

Listening is a positive activity rather than

a passive or negative activity.

ESSENTIALS OF COMMUNICATION

D


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Always think ahead about what you are going to say.

Use simple words and phrases that are understood byevery body.

Increase your knowledge on all subjects you are

required to speak.

Speak clearly and audibly.

Check twice with the listener whether you have beenunderstood accurately or not

Dos


Dos


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Dos

In case of an interruption, always do a little recap of whahas been already said.

Always pay undivided attention to the speaker whilelistening.

While listening, always make notes of important points.

Always ask for clarification if you have failed to graspothers point of view.

Repeat what the speaker has said to check whether you

have understood accurately.


DONT


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DONTs

Do not instantly react and mutter something in

anger.

Do not use technical terms & terminologies not

understood by majority of people.

Do not speak too fast or too slow.

Do not speak in inaudible surroundings, as you

wont be heard.


DONTs


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DON Ts

Do not assume that every body understands you.

While listening do not glance here and there as it

might distract the speaker.

Do not interrupt the speaker.

Do not jump to the conclusion that you have

understood every thing.

How to Improve Existing Level of

COMMUNICATION?


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COMMUNICATION?

IMPROVE LANGUAGE.

IMPROVE PRONUNCIATIOON.

WORK ON VOICE MODULATION.

WORK ON BODY LANGUAGE.

READ MORE

LISTEN MORE

AVOID READING OR WATCHING OR LISTENING

UNWANTED LITERATURE, GOSSIP, MEDIA ETC.

How to Improve Existing Level of

COMMUNICATION?


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COMMUNICATION?

INTERACT WITH QUALITATIVE PEOPLE. IMPROVE ON YOU TOPIC OF DISCUSSION,

PRACTICE MEDITATION & GOOD THOUGHTS.

THINK AND SPEAK.

DO NOT SPEAK TOO FAST.

USE SIMPLE VOCABULARY.

DO NOT SPEAK ONLY TO IMPRESS SOMEONE.

LOOK PRESENTABLE AND CONFIDENT.


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Improving Body Language - Tips


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Keep appropriate distance

Touch only when appropriate

Take care of your appearance

Be aware - people may give false cues

Maintain eye contact

Smile genuinely

Success for YOU


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in the new global and diverse

workplace requiresexcellent communication skills!


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Questions

Communication Skill Vbk

Documents

Transcript of Communication Skill Vbk