Communication : Communication
Communication: Definition : Communication: Definition Communication– act of “imparting information” for the purpose of “evoking understanding”
Why Communication… : Why Communication…
to express our emotions
achieve joint understanding
to get things done
pass on and obtain information
reach decisions
develop relationships
THE COMMUNICATION PROCESS : THE COMMUNICATION PROCESS Communication is the process of sending and receiving information among people A minimum of two people is required to make a connection: a sender and a receiver
Receiver
Sender Sender
Receiver
Communication : The Flow : Communication : The Flow Sender Receiver
Communication : Communication Sender
Receiver Distortion Feedback All messages do not reach the receiver due to “ distortion”
BARRIERS TO COMMUNICATION CAUSES FOR DISTORTION : Personal Barriers
Your style and character (rude, polite, shy, outspoken)
Preparation & presentation
Lack of clarity (pronunciation, pitch, etc.)
Lack of credibility
Timing
BARRIERS TO COMMUNICATION CAUSES FOR DISTORTION
BARRIERSTO COMMUNICATION : BARRIERSTO COMMUNICATION Organisational Barriers
Culture
Environment
Size & structure
Pace of activity
BARRIERSTO COMMUNICATION : Process Barriers
Channel/Medium
Irrelevant Information loading
Lack of Response or Feedback
Inappropriate Questions
BARRIERSTO COMMUNICATION
Slide10 : OVERCOMING COMMUNICATION BARRIERS Constrain Emotions
Watch Verbal Cues
Use feedback
Simplify language
Listen actively
TYPES OF COMMUNICATION : TYPES OF COMMUNICATION AUDIAL--listening VISUAL BODY LANGUAGE VERBAL COMMUNICATION
NON VERBAL COMMUNICATION : NON VERBAL COMMUNICATION AUDIO– LISTENING
This is to make an effort to hear something; attentively hear a person speaking;
Take notice of
Respond to advice or request of the person expressing it.
A study revealed that 7 out of 10 minutes awake are spent in some form of communication activity
Listening – why is it important? : Listening – why is it important? Listening Speaking Reading Writing Order in which we learn Order in which we are taught 9% 45% 30% 16%
Objective of Listening is… : Objective of Listening is…
to receive information
to understand effectively
to enhance clarity
to empathize
GUIDELINES FOR EFFCETIVE LISTENING : GUIDELINES FOR EFFCETIVE LISTENING Be prepared to listen
Be interested
Keep an open mind
Listen for the main
ideas
Listen critically
Resist Distraction
Take notes
Help the speaker
THE DONT’S OF LISTENING : THE DONT’S OF LISTENING
Don’t listen without looking
Don’t interrupt the speaker
Don’t allow distractions
Don’t appear judgmental
Don’t look bored
Don’t yawn during a meeting or
conversation
WHAT LISTENING LOOKS LIKE... : The Listener keeps looking at the speaker
The Listener’s body is in ‘open’ position
The listener is smiling with a pleasant & encouraging expression
Listener looks relaxed but alert, neither tense nor slouching
Listener utters humming sounds
WHAT LISTENING LOOKS LIKE...
OBSERVATION : OBSERVATION It means “ to perceive, to note, to take notice; become conscious of; watch carefully’.
It is closely related to listening and they are inseparable in their communication functions
You can’t be an active listener without being a good observer of people and your environment.
7% of communication systems are verbal and 93% are non verbal
Q & A : Q & A
Question and Answer Session
BODY LANGUAGE : BODY LANGUAGE
Facial Expressions
Gestures
Posture
Body Language… : Body Language… Frustration Clearing throat, "whew" sound,
Whistling, smoking, pinching flesh
covering mouth, jiggling money or keys, tugging ears, wringing hands. Short breaths, "tsk" sound,
tightly clenched hands,
wringing hands, Fist like gestures
pointing index finger
rubbing hand through hair
rubbing back of neck. Nervousness
Body Language… : Body Language… Defensiveness Open hands, unbuttoned coat Arms crossed, sideways glance, touching-rubbing nose, rubbing eyes, buttoned coat, drawing away Openness Insecurity Pinching flesh, chewing pen, thumb over thumb, biting fingernail
Body Language… : Body Language… Confidence Cooperation Upper body in sprinter's position, open hands, sitting on edge of chair, hand to face gestures, unbuttoning coat. Steepled hands, hands behind back, back stiffened, hands in coat pockets with thumb out, hands on tapels of coat
SPEAKING SKILLS : SPEAKING SKILLS VERBAL SKILLS
SPEAKING… : SPEAKING…
“A wise man reflects
before He speaks;
a fool speaks, and then
reflects on what
he has uttered.”
- French Proverb.
WHILE SPEAKING : WHILE SPEAKING
Speak with confidence.
Remain calm and courteous.
Speak with a logical sequence.
Learn to be comfortable in front of others.
Rephrase to ensure clarity.
SPEAK EFFECTIVELY : SPEAK EFFECTIVELY Be generous with praise.
Be friendly and cordial.
Call people by name.
Paraphrase questions you are asked to make meanings clear.
Vary your tone, pace, and volume to keep others interested.
TO SPEAK EFFECTIVELY--- : TO SPEAK EFFECTIVELY--- Don’t
Threaten.
Become angry.
Swear.
Lose your poise.
Take things personally.
FEEDBACK : FEEDBACK Art of giving efficient and useful response to an information given or actions taken. It can be through written or oral communication or both One must always know why you want to give feedback or receive it as communication is always Result Oriented
EFFECTIVE FEEDBACK : EFFECTIVE FEEDBACK Must be constructive, reinforcing and redirectional.
Must be believable.
Must be multidirectional
Must be supportive
Must be continual
Should never be delayed
A Planning Form for Constructive Feedback : A Planning Form for Constructive Feedback Answer these questions:
What is your purpose in giving the feedback
What specific actions do you want to reinforce or correct?
What are the consequences of the action?
What do you want to accomplish in this discussion
What specific information do you need to learn; What questions do you need answered
What issues of timing, location, advance preparation, or other logistics do you need to consider to get the most out of the discussion
Effective Communication : Effective Communication
Focus the discussion on the information needed Use closed ended questions to prompt for specifics….. KEY TECHNIQUES Use open-ended questions to expand the discussion
Effective Communication : Effective Communication KEY TECHNIQUES Encourage dialogue through eye contact and
expression State your understanding of what you are hearing Summarize the key points
EXERCISE--- : EXERCISE---
KNOW YOUR COMMUNICATION STYLE
Slide35 : Thank you .