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Finishing School Course Plan ACD2511: Communication

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The Objectives of This Session

To make participants familiar with the concept, content anddidactics of Communication. To expose participants to likely challenges of Communication and

help them develop their own strategies for responding to suchchallenges.

To give participants a clear understanding of the power ofCommunication.

To thereby help participants develop convictions about the likely-hood of their success through deployment of Communication skills.

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The Mechanics of Leadership

3

Clear Vision & StrategyDesire to change situation- The Cause

EffectiveCommunication

Conviction

Belief

Perseverance&

Energy

Integrity /Character

Empathy

Skills,Lead by Ex .

Team-work TeamSuccess

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What is Communication

Communication is the transmission of information from asender to a receiver with the message being understoodby the receiver as intended by the sender.

Communication process stages : idea generation,encoding of message, selecting a medium, and thendecoding of the message (by the receiver). Feedbackfrom the receiver generates two way communication.

Feed back(Response)

Idea

Encoding(Forming) Medium

Decoding(Perception)

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Communication involves the use of various human facultiessuch as reading, writing, speaking, listening, seeing, feeling,painting, miming etc.

Characteristics of Communication - I

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Exercise On Communication Filters

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Effective Communication

Communication is said to be effective when the receiver

Receives the message without distortion

Understands the content as intended by the receiver, and

generates the expected Response

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Communication Rights andResponsibilities

Rights 1. To be treated with

respect.

2. To have and expressyour own opinions.

3. To ask for what you need

and want in order to beeffective.

4. To set reasonable limits.

Responsibilities 1. To treat others with

respect.

2. To listen to the opinions

of others.

3. To acknowledge and

address the needs of

others.4. To respect the limits and

boundaries of others.

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Styles of Communication

I am OK I am not OK

You areOK

AssertiveWin-Win

PassiveLose-Win

You arenot OK

AggressiveWin-Lose

Passive AggressiveLose-Lose

Communication styles can be categorizedbased on the basic nature of the

communicator as follows -

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You can be aware of, control, and choose the messages you give toothers and influence their performance accordingly.

CommunicationSelf Improvement Cycle

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Listening - I

It is an ability to elicit, absorb and retain spokeninformation.

Research says that listening is the most prevalent way of

learning

9%

16%

25%

45%

Speaking

Doing 5%

It is an ability to elicit, absorb and retain spokeninformation.

Research says that listening is the most prevalent way of

learning

9%

16%

25%

45%

Speaking

Doing 5%

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Listening - II

Eliciting information in listening: For eliciting more information, it is necessary to giveappropriate feedbacks to the speaker. The feedback canbe given in many ways to show good listening.

The listener keeps looking at the speakerThe listeners body is in open position The listener is smiling with a pleasant & encouragingexpression

Listener looks relaxed but alert, neither tense norslouchingListener utters humming sounds

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Barriers to listening - I

Not concentrating - daydreaming, mind wandering,dozing, too many objects of attentionLack of interest and relevance of the topic.Listening too hard - trying to remember every fact, no

matter how minuteSpeed of inputs too high for effective listeningJumping to conclusionsOver hurrying for action

Over focusing on delivery instead of message - speakersaccent, clothes, stuttering, presentation tools , bodylanguage

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Some examples of poor listening personalities:The Fidgeter : Just let me go ? The aggressive listener : Listens too hard - scaresspeakers.

The pseudo - intellectual : hears only ideas and not theemotions behind themThe assumer: Interprets own meaningsThe passive listener : :OkOkOk

The inaccurate listener :what did you saycomeagainplease repeatwhat was that again The somnambulist: Zzzzzzzz.

Barriers to listening - II

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Overcoming Barriers

Ask questions & respond online (let your body givereassuring messages. Nodding, arms apart, legs notcrossed, erect forward posture. All these give non-verbalmessages that you are listening & non defensive)

Know your prejudices. You must discount from all thosematters towards which you are biased or passionate,being open minded.

Avoid making snap judgmentsDont be diverted by appearance or delivery

Train yourself.

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A wise man reflects before be speaks; a fool speaks, and

then reflects on what he has uttered.

- French Proverb

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Speaking

Effective speaking is the art of conveyinginformation, instructions, ideas, ideals etc.,through spoken words such that the speaker is

able to embed all his thoughts into the minds ofthe people with whom he interacts.

Since the greater part of human interactions is

verbal the importance of this skill needs noexplanation.

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Take initiativeBe polite

Be pleasant (smile, jokes)

Be clear and concise (tone, accent, emphasis,

pronunciation)

Cite negative opinions/ disagreements honestly,

but in a positive/ objective manner

Seek Feedback

While Speaking

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While Speaking over phone

Decide to talk over the phone after carefully consideringthe suitability of the topic for the medium.

Write down in advance what you want to say and in what

order

Smile

Speak slowly

Always be polite and friendly

For long messages, follow a scriptGet confirmation

Monitor your time

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Barriers to speaking?

Reluctance to break the ice with/ fear of, strangers.

Lack of Language skills.

Lack of self confidence.

Self consciousness about ones own appearance etc.

Lack of subject knowledge

Fear of rejection.

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Overcoming barriers to speaking

Develop openness to strangersDont be afraid of language errors, while practicing a newtongue.

Develop self-esteem.

Develop good grooming habits.

Stick to well known topics while initiating a conversation.Be clear about your own lacunae of knowledge and work

on closing those gaps.

Deploy listening skills when faced with unknown topics.

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Written Communication

It is the art of conveying information, instructions, ideas,etc., through written words or symbols such that the sender

is able to convey all his thoughts into the minds of the people

who read his messages. Written communication is less personal and therefore has

lower emotion, as compared to oral communication. It is

therefore important that we take greater care to ensure theclarity and accuracy of written messages.

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The steps ForEffective Written Communication

Plan(Your communication)

Keep it short & simple(Brevity and precision)

Write(Commit it on paper)

Edit(Check for corrections)

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Written communicationEffective Email Guidelines

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