Communication Process

Most common ways to communicate

Speaking Visual Images

WritingBody Language

Communication Goals

Why we need to improve communication??

70 % of our communication efforts are:

misunderstood misinterpreted rejected distorted or not heard

Critical success factorThe majority of your perceived ability comes from how you communicate

38% Visual

55% Tonal

7% Verbal

93% of all Communication is non verbal - SKILL

Characteristics of Communication(i) A two-way traffic It is a two-way traffic – upward and downward. Messages, directives, opinions are communicated downward. Likewise grievances, complaints, opinions, feelings, are communicated upward along the line.

(ii) Continuous Process It is continuous process. It is repeated to achieve the desired results. It is not a one time shot.

(iii) A short-lived process: It is complete as soon as the message is received and understood by the receiver in the right perspective.

(iv) Needs proper understanding: There may be numerous media of communication but the main purpose of conveying the message is a proper understanding of the message by the other party. For this purpose, it should be clearly and concisely worded.

Contd…

(v) Leads achievement of the organizational objective: Effective communication does this by creating the sense of object orientation in the organization.

(vi) Dispels misunderstanding: It provides clear understanding between persons and thus builds a bridge of camaraderie among people.

Why is communication important

Inspires confidenceBuilds respect in business and social lifeHelps make friendsDevelops a distinct personalityReveals your ability to others

Objectives of Communication

The main objectives are:

Conveying the right message: The main objective of communication is to convey the right

message to the right person, i.e., to the person for whom it is meant. The message conveyed should be well understood and accepted by the receiver in the right perspective.

Coordination of effort: It is an effective tool for coordinating the activities of different persons engaged in running a business. Coordination without communication is a remote possibility. The individuals or groups come to know what others are doing and what is expected from them only through communication.

Contd…

Good Industrial relations: Communication develops good industrial relations as it conveys the feelings, ideas, opinions and viewpoints of one party to the other party. The two parties-the management and the subordinates come closer through communication. They understand each other and dispel any misunderstanding. Thus, it promotes cooperation and good industrial relations.

Development of managerial skills: Communication helps managers to understand human behavior at

work. Communication of facts, ideas, opinions, information, feelings etc. add value to the knowledge of managers about various happenings, in the organization and behavior of people. Thus, communication is a process of learning.

Scope of Communication

Information Sharing: To transmit information from a source to target individuals or groups.

Information can be: - policies and rules

- changes and development in the organization- Special rewards and awards- Settlements with the union - major changes in the organization

Feedback: Give feedback to employees on their achievements - To the departments on their performance

- Higher management on the fulfillment of goals

Control: Information is transmitted to ensure that plans are being carried out according to the original design. Communication helps to ensuring such control.

Scope of Communication (Contd.)

Effectiveness of policies: The organization formulates policies and programmes to guide the

workforce. These should be conveyed properly to those who are really responsible for the execution of work to achieve the organizational objectives. Only effective communication can translate the policies into action. Effectiveness of the policies can be judged from the success which surely depends upon an effective communication system.

Influence: Information is power. One purpose of communication is to influence people.

Problem-solving: In many cases communication helps to solving problems.

Many meetings are held between the management and the unions on some issues to find solution. Alternative solutions may be held to solve a problem and evolve a consensus.

Decision-making: For arriving at a decision several kinds of communication are needed.

Scope of Communication (Contd.) Facilitating change: Change can be brought about effectively by

communication.

Group Building: Communication helps in building relationships. If

communication breaks down the group may breakdown.

Gate Keeping: Communication helps to build linkages of the organization with the outside world.

In order to have good communication:Listen to UnderstandUnderstand before speakingSpeak to be understoodSeek understanding before proceedingRepeat

Communication is a two way process!

Essentials of good communication

Knowledge Spontaneity in conversation Level of conversation

Organising your thoughtsParticipating in discussionsBody Language

Show v TellBeing a good listener

Listening v hearing

Common Communication Errors

Finishing others’ sentencesPreparing our response before someone has

completed speakingMultitasking while ‘listening’Filtering content or meaning based on the

speakerSpeaking for others (we…)

How to be an active listener

Set the stageEnsure mutual understandingUnderstand body languageSuspend judgmentBehaviors that hinder effective listening

Act distracted (look at your watch!) Tell your own story without acknowledging theirs Give no response Invalidate response, be negative Interrupt Criticize

Techniques to improve listening skills

PARAPHRASE

Restate what was said in your own words

SUMMARIZE

Pull together the main points of a speaker

QUESTION

Challenge speaker to think further, clarifying both your and their understanding

Improving communication

Don’t use clichesBrevitySincerityDon’t praise yourselfAvoid argumentBe tactfulSilenceEnunciation

Clear, loud, Flexibility of tone

Practice

For distinct enunciation, every word, every syllable, every sound, must be given it proper form and value.

Think of the mouth chamber as a mold, in which the correct form is given to every sound.

Will you please move your lips more noticeably?

The teeth should never be kept closed in speech.

Through practices, we can learn to speak more rapidly, but still with perfect distinctness

Ways to gain effective conversation

Good use of English – avoid errorsImproved vocabulary – overlook v overseeAvoid old phrasesUse humourAdd interesting storyImprove clarity of voice – practice

Public Speaking

Public speaking is the process of speaking to a group of people in a structured, deliberate manner intended to inform, influence, or entertain the listeners.

What does the graphic tell you about this speaker

The 5-P‘s

PriorPreparation PreventsPoor Performance

From effective conversation to speech

Overcoming Fear #1 fear

Idea of speech Know your subject

Know the audience Target their interest

Organising the speech Tell them…

Developing Your PresentationWhat is your goal?Research your topicDevelop an outlineCreate or locate learning aids

AIDAttention

nterest

esire

ction

POWERFUL opener

CLEAR connector

MAIN BODY

POWERFUL close

Developing Your PresentationMaking the Presentation Interesting

InformativeFunVarietyEnergyAudience Interaction

Practicing Your PresentationSimulate the

presentation setting Practice aloud Practice standing up

Time your presentation

Memorize your opening few sentences

Watch yourself in a mirror

Presenting

Stage fright Feelings follow action

Talk ‘to’, not ‘at’Eye contactDon’t judge your audiencePauseVolumePace

PRESENTATION ETHICS

NEVER ARGUENEVER UNDERESTIMATEKEEP TIME LIMITSMILE PLEASENEVER SHOW YOUR BACK TO THE AUDIENCESTOP SPEAKING BEFORE AUDIENCE

FINISHED LISTNENING