Cs. Communication

8/8/2019 Cs. Communication

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Significance & Role of

Communication Skills


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Definition

Communication

The process of transmitting

information from one personto another by speaking,writing, signals or behavior.


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EmployeeBoss

What isWhat is

Communication?Communication?

Communication is not one wayCommunication is not one way

This means that for realcommunication to take place,

there must be interaction,with each playerparticipating.


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Is it possible to NOTIs it possible to NOT

communicate???communicate???

What isWhat is

Communication?Communication?

No Communication isNo Communication is

NO

That's because communicationdoes not involve just words, butour bodies communicate non-

verbally as well.


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CommunicationMisconceptions

Communication will solve allproblems

Communication is alwayspositive

More communication is better

Words carry meanings

Communication is natural ability


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Communication Goals


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Effective Communication

The process of sending a

message in such a waythat the message receivedis as closed in meaning aspossible to the message

intended.


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This supervisor is strugglingwith one of the most importantyet trickiest and most difficultmanagement tasks: providingconstructive and useful

feedback to others.

;nd he never used to have these attendance problems and his work used t

Effective feedback is absolutely essential to organizationaleffectiveness; people must know where they are and whereto go next in terms of expectations and goals-yours, their

own, and the organization.

PositivePositive

FeedbackFeedback


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Lack of constructiveLack of constructivefeedback is like sendingfeedback is like sending

people out on a dangerouspeople out on a dangeroushike without a compass.hike without a compass.This is especially true inThis is especially true in

today's fast changing andtoday's fast changing anddemanding workplacedemanding workplace

PositivePositive

FeedbackFeedback


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Components ofCommunication

Sender/Encoder/Speaker

Receiver/Decoder/Listener Context

Message

Channel & Medium Feedback


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CHECKLIST FOR THESENDER

Align verbal and non verbalsignals

Check assumptions

Be courteous, precise and clear Be aware of receivers needs andbackground

Minimize interference

Ask for feedback

Appropriate time and environment

Remember the 6Ws and 1 How


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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 Channels(Media)

Written/paper-based (books, newspapers,letters.)

Verbal/spoken (radio, satellite, )

Electronic (e-mail,)

Image/visual (TV, Cinema,)

CommunicationCommunication

ProcessProcess


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The Communication Process

Sender has an ideaSender has an idea

Sender encodes the ideaSender encodes the idea

Sender transmits the messageSender transmits the message

Receiver gets the messageReceiver gets the message

Receiver decodes the messageReceiver decodes the message Receiver sends feedbackReceiver sends feedback


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Model of Communication

Encoding

Idea

Decoding

Decoding

Encoding

Sender Receiver

Feedbacktransmitted

Through channel

Messagetransmitted

Through channel

Start

Perceived

meanin

g

&Int

ernal

Res

ponse


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Turn-Taking System

A turn-taking system allocates turnsto the speakers in the followingmanner

The first speaker selects the one totalk next (by asking questions/tagquestions, etc)

OR

The speaker who self selectscontinues speaking for a whole turn

Identification of the cues and signals helps in turning the discussion in

the

I f Eff i


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Importance of EffectiveCommunication

Saves time Can prevent misunderstandings

Be a more confident person

Brings improvement in speaking &listening abilities, interactivewriting and persuading

Helps in coordinating, collating & issuing instructions


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Benefits of EffectiveCommunication

Quicker problem solving Stronger decision making

Increased productivity

Steadier work flow

Stronger business relationships

Clearer promotional materials

Enhanced professional image

Improved stakeholder response


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Critical success factor for life

The majority of yourperceived ability comesfrom how you

communicate

70% How youcommunicate it

30% What you know

Source: CGAP Direct


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Characteristicsof Effective Messages

Practicality - quality of being suitable

Factual basis- based on or containing facts

Clarity and conciseness

Persuasion - particular set of belief

Recommendations suggestion about best

things


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7 Cs of communication

Cs Relevance

1.Credibility Builds trust

2.Courtesy Improves relationships


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Focus on You Instead of I orWe

Using you does help project a you-attitude. But overuse can lead to anegative reaction.E xa m p lexa m p le

- :e A ttitu d e I A m d e lig h te d ton n o u n ce th a t w e w ill b exte n d in g o u r h o u rs to m a ke.h o p p in g m o re co n v e n ie n t

- :o u A ttitu d e Yo u w ill b e a b le toh o p e ve n in g s w ith th e e xte n d e d


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Be Sincerely Tactful, Thoughtful,and Appreciative

,a ctle ssB lu n t o re Ta ctfu l;tu p id le tte r Ia n t u n d e rsta n d.n y o f it,le a rly y o u d ido t re a d m y.a te st fa x

t s m y n d e rsta n d in go m e tim e s m yo rd in g is n o t;re cise le t m e trya a in


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Cs Relevance


2.Courtesy Improves relationships3.Clarity Makes comprehension

easier


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Avoid unfamiliarvocabulary

Two humans ascended a geologicalprotuberance to collect a hybrid ofoxygen whose quantity isnt

specified. One member descendsdramatically suffering mechanicaldamage to the cranial part of his

anatomical structure. The secondmember follows the first in asimilar series of rapid irregulardisturbing movements.


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Use simple words

Jack and Jill went up the hill to fetch apill of water.

Jack fell down and broke his crownand Jill came tumbling after.


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Cs Relevance



easier

4.Correctness Builds confidence5.Consistency Introduces stability

6.Concreteness Reinforces

confidence


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Use Specific Facts andFigures

,oncreteP re cise,n 1 9 9 6 th eM A T sco re s ;v e ra g e d 6 0 0

y 1 9 9 7 th e y

,a g u e ,eneralIn d e fin itetu d e n tM A T sco re s.re h ig h e r


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Choose Vivid, Image-BuildingWords

Business writing uses less figurativelanguage than does the world offiction.

la n d Im a g eh is is a lo n g.etter

o re V iv idIm a g e sh is le tte r ish re e tim e s a so n g a s y o u

.a id it w o u ld


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Cs Relevance



easier

4.Correctness Builds confidence

5.Consistency Introduces stability

6.Concreteness Reinforcesconfidence

7.Conciseness Saves time


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4Ss of communication

Ss Relevance

Shortness Economizes Simplicity Impresses Strength Convinces Sincerity Appeals


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Exercise-1

Write with a you attitude

I want to send my congratulationsfor ---

We will ship soon the goods for yourMay 4 order--


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Write with a you attitude

May I take this opportunity to express my

thanks for the account you recentlyopened with our store. We are pleasedto furnish a wide variety of products forthe home of the individual customer. We

want you to take full advantage of thestore services, for we have the largeststore in the city. Also we make deliveriesfor our customer free of charge with in a30 miles radius of our store.We welcomeyou to Ebony. If we can be of additional

-xe rcise 2xe rcise 2


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Show courtesy by avoiding tactless &blunt language.

Your letter is not clear at all Obviously, if you would read your

policy carefully you will be able to

answer these questions yourself.



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Rewrite the following in concrete formas the sentences are too general andvague.

This computer reproduces campaignletters fast

Our product has won several prizes.

These brakes stop a car within a short

distance.



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Use vivid image building words adjectives and adverts , and use less of

abstract nouns

The camera has a system that gives

good pictures.



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Classification ofCommunication

Cl ifi i f


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Classification ofCommunication

Types of communication

On the basis of direction On the basis of expression On the basis oforganization

Diagonal

verbal

Downward

Nonverbal

Upward

Informal

Formal

Horizontal


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How Meaning is Conveyed?7%7%

spoken or written words

Table of Contents

A "majority" of the meaning we attribute toA "majority" of the meaning we attribute to

words comes not from the wordswords comes not from the wordsthemselves, but from nonverbal factors suchthemselves, but from nonverbal factors suchas gestures, facial expressions, tone, bodyas gestures, facial expressions, tone, body

language, etc.language, etc.

A "majority" of the meaning we attribute toA "majority" of the meaning we attribute towords comes not from the wordswords comes not from the words

themselves, but from nonverbal factors suchthemselves, but from nonverbal factors suchas gestures, facial expressions, tone, bodyas gestures, facial expressions, tone, body

language, etc.language, etc.

55%55%Face and body: non-verbal communication or fac38%38%

voice dynamics:ction + volume + accent + non-word sounds; and...


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Non-verbal Communication

Body language, signs &

symbols,

Territory/zone etc.


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Verbal communication

Verbal communication is divided intotwo parts

(1)Oral

(2)

(3)Written


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Types of Communication

Oral Communication

(words , articulations) Face-to-face

conversation, group discussions,telephone calls, and other

circumstances in which the spoken

word is used to transmit meaning.


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Types of Communication

Written Communication

Memos, letters, reports, notes, and

other circumstances in which thewritten word is used to transmit

meaning.


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Form Advantages Disadvantages

Oral Promotes feedback and

interchangeIs easy to use.InteractiveFlexible/Non-restrictive

May suffer form

inaccuraciesLeaves no permanentrecordSeldom time for thoughtfulresponse

WrittenTends to be moreaccurate

Provides a record of thecommunication

Inhabits feedback andinterchange

Is more difficult and timeconsumingNon-interactive

COMMUNICATION NETWORK


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COMMUNICATION NETWORK

Two types

1. Internal CommunicationInteraction between the members of

the same organization.


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Internal CommunicationInternal Communication

Official StructureOfficial Structure

Formal ChainFormal Chainof Commandof Command

Up, Down, AcrossUp, Down, AcrossFormal Power LinesFormal Power Lines

The GrapevineThe Grapevine

InformalInformalNetworkingNetworking

Unofficial LinesUnofficial Linesof Powerof Power


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I Heard It on the

Grapevine The grapevine is an

informalcommunicationnetwork within anorganization.

Research reflects thatabout 75 % of thecommunication in thegrapevine is

inaccurate.

MMUNI ATI N NETW RK


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2. External CommunicationInteraction between the people within

the organization as well as outside

the organization.

MMUNI ATI N NETW RK


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External Communication

Communication with externalcustomers

Very important in maintaining company

image Some Form1.Advertising

2.Media interaction

3.Public Relations4.Presentations

5.Negotiations

6.Mails

7.Telegrams


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External CommunicationExternal Communication

Formal ContactsFormal Contacts

MarketingMarketing

Public RelationsPublic Relations

Informal ContactsInformal Contacts

EmployeesEmployees

ManagersManagers


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Internal Communication

Formal Communication

Communication in a structuredmanner as staff meetings, unionmanagement meetings,performance

meetings, etc.Usually in large organizations.


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Informal Communication

Communication with an

unstructured manner andoutside the formal channelsin the absence ofhierarchical difference.

Usually in organizationscomprising upto 20 people.



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Channels of communication can be asfollows

Vertical Communication Communication flows up and down.

1.Upward Communication It is non directive in nature from down below,

to give feedback, to inform about

progress/problems, seeking approvals.2.Downward Communication

Highly Directive, from Senior to subordinates,to assign

duties, give instructions, to inform to offer feed


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Executive Director

Vice P resident

A.G.M.

Manager

Supervisor

Forman

Upward

Comm.

UpwardComm

.

Down

w ardComm.

Down

wardCo

mm.


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Lateral/HorizontalCommunication

Communication that flows laterally

within the organization; involvingcolleagues and peers at the same levelof organization.

for information sharing

for coordination

to save time.


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Supervisor 3Supervisor 1

Supervisor 2

Manager


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Diagonal communication

Information can travel in any direction

Usually informal

Functions 0
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60Source: Adapted from Richard L. Daft and Richard M. Steers, Organizations: A Micro/Macro Approach, 538.Copyright 1986 by Scott, and Company. Used by permission.

.Exhibit 20 5

Barriers to EffectiveBarriers to Effective
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Miscommunication happens!

In any communication at leastsome of the "meaning" lost in

simple transmission of a message

from the sender to the receiver.

In many situations a lot of the truemessage is lost and the message that

is heard is often far different than theone intended.

Table of Contents


Barriers to EffectiveBarriers to Effective


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Miscommunication happens!

The key point is thateverything you do during the

communication process is

sending a message to youremployees.

As a result, there are countlessopportunities formiscommunication and

confusion, particularly as the

messages go through yourTable of Contents



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Communication BarriersCommunication Barriers

Perceptionand Language

Perceptionand Language

Selective

perception

Shared meanings

-Cross Cultural

Selective

perception

Shared meanings

-Cross Cultural

RestrictiveEnvironments

RestrictiveEnvironments

Information flow

Leadership style

Statusdifferences

Channel Selection

Information flow

Leadership style

Statusdifferences Channel Selection

DeceptionDeception

Illegal messagesUnethical

messages

Illegal messagesUnethical

messages

DistractionsDistractions

Physical discomfortEmotional issues

Time Pressure

Physical discomfortEmotional issues

Time Pressure

OverloadOverload

Business

messages

Technology issues

Lack of Feedback

Business

messages

Technology issues

Lack of Feedback


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Implications of


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Implications ofCommunication Barriers

Loss of Trust

Financial Impact

Delay in completion of tasks

Can lead to unrealistic assumptions

Discomfort in relationships Can damage public image


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Overcoming BarriersOvercoming Barriers


ClimateClimate


ClimateClimate

EfficientEfficientMessagesMessagesEfficientEfficientMessagesMessages

Audience-CenteredAudience-Centered

ApproachApproach

Audience-CenteredAudience-Centered

ApproachApproach

EthicalEthicalCommunicationCommunication

EthicalEthicalCommunicationCommunication


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Audience-Centered

Approach

Audience-Centered

Approach

BiasesBiases

EducationEducation

AgeAge

StatusStatus

RequirementRequirementss


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Efficient Messages

Concise Business Communication

DevelopDevelop

CommunicationCommunicationSkillsSkills

MinimizeMinimize

DistractionDistractionss

Send FewerSend Fewer

MessagesMessages


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MakeMake

Ethical ChoicesEthical Choices

MakeMake


RecognizeRecognize


RecognizeRecognize


MotivateMotivate


MotivateMotivate


EthicalEthical


Business PrinciplesBusiness Principles

EthicalEthical


Business PrinciplesBusiness Principles


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Minimize distractionsMinimize distractions

Consider the audienceConsider the audience

Improve your skillsImprove your skills

Give and get feedbackGive and get feedback

Apply business etiquetteApply business etiquette

Overcoming barriers


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o I m p r o v e E x i s t i n g L e v e lM U N I C A T I O N ? .MPROVE LANGUAGE .MPROVE PRONUNCIATIOON .ORK ON VOICE MODULATION .ORK ON BODY LANGUAGE EAD MORE ISTEN MORE

How to Improve Existing


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p gLevel of

COMMUNICATION?

AVOID READING OR WATCHING ORLISTENING UNWANTEDLITERATURE, GOSSIP, MEDIAPRESENTATION ETC.

INTERACT WITH QUALITATIVEPEOPLE.

IMPROVE ON YOUR TOPIC OFDISCUSSION,

PRACTICE MEDITATION & GOODTHOUGHTS.

THINK AND SPEAK.

How to Improve Existing


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p gLevel of

COMMUNICATION?

DO NOT SPEAK TOO FAST.

USE SIMPLE VOCABULARY.

DO NOT SPEAK ONLY TO IMPRESSSOMEONE.

LOOK PRESENTABLE AND

CONFIDENT.

Cs. Communication

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