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Prepared for MSIT
byC&K Management
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OBJECTIVES
Understanding the Communication Loop
Practising Active Listening
Developing Skills for Effective Communication
Understanding Feelings in Communication
Interpreting Non-Verbal Messages Enhancing Interpersonal Effectiveness
Giving and Receiving feedback
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WHAT IS
COMMUNICATION Basis for all Human Interaction
A Dynamic Process.
Facilitates Understanding
Builds Mutual Trust
Helps Plan, Strategize, Negotiate and
Manage Conflicts.
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ELEMENTS OF
COMMUNICATION
Sender or Initiator
Receiver
Message
Context
Channel
Feedback
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SIGNIFICANCE OF
COMMUNICATIONGive & Receive information
Motivate Action
Build RelationshipsExpress feelings
Influence behavior
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OTHER REASONS FORCOMMUNICATION
Supervision
Learning Process
Exchange of Ideas
Introduction & Induction
Entertainment
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BARRIERS TO EFFECTIVECOMMUNICATION
Different Perceptions
Different Levels of Intelligence
Unmatched Language
Different Interests Poor Expression
Inattention/Distrust
Environment noise, space, weather Past Experiences
Bad Timing
Hierarchical Inhibition
Rapport and Pacing
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COMMUNICATION - TYPESWritten
Electronic (E Mail)
Telephone (Voicemail)
Face To Face
Meetings
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VERBAL & NON-VERBAL
COMMUNICATION
Verbal (Words):
Vocal (Tone):
Non-Verbal
(Body Language):
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VERBAL COMMUNICATION
Spoken wordWritten word
Factors influencing speech (paralanguage)
Same words have several meanings Volume & Pitch
Tone or inflection
Emphasis Speed
Pause
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NONVERBAL
COMMUNICATIONConfirm or deny the spoken word
KINESIS
-- Eye contact Facial expression
Gestures
Touch
Posture and body movement
Dress
Lifestyle
Material possessions
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NONVERBAL
COMMUNICATIONEnvironment and artifacts
Room dcor, design, lighting, visual aids
Chronemics
being on time/late, rushing, meal times
Proxemics
- space, distance between people
Mannerisms and Habits
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COMMUNICATION IN
PRACTICEEnthusiasm
Confidence
Well-groomed
Attitude
Style & PoiseWinning Smile/Being Pleasant
Courtesy
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CHECK-LIST FOR THE SENDER
Align Verbal and Non-Verbal Signals
Check Assumptions
Remember the 6 Ws & 1 How
Be Precise and Clear
Be aware of receivers needs/background
Minimize interference
Ask for feedback Appropriate Time and Environment
Three Cs Courtesy, Clarity, Concise
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6 Ws & 1 H ofCOMMUNICATION
Who: The Originator
What: The Message
Whom: The Receiver
Why: The Reason
When: The Timing
Where: The Place
How: The Method
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CHECKLIST FOR THE
RECEIVER Listen Actively
Suspend Judgment - keep an open mind
Clarify - Check the exact meaning
Paraphrase - tell them what they told you
Summarize - reflect on the main points
Analyze feelings - see what is really meant
by observing body signs
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COMMUNICATION-
METHODSDownward Communication:
(Superior to subordinate)
Horizontal Communication:
(Peer to peer)
Upward Communication:
(Subordinate to superior)
Formal and Informal Communication
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IMPACT OF EFFECTIVE
COMMUNICATIONSProfessional Advancement
Social Advancement
Increased Efficiency
Better Relationships
Improved Work Environment
Clarity & TransparencyAttitude Projection
Pleasure
Desired Action
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