Effective Comm.skills

7/31/2019 Effective Comm.skills

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Effective Communication

from the Latin word COMMUNIS

meaning common, sharing ormaking common

The process of transmitting

information, thoughts, opinions,facts, ideas & emotions from aperson to one or more persons, its

understanding by them

Communication

& getting the desired response


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To identify variouscommunication techniques,

understand areas of possibleweakness & seek to assess ones

communication effectiveness.

Objective


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Three ways to think about communication

Communication as ACTION: the transmission of information from one person to another throughthe use of symbols and their accompanyingmeaning.

Communication as INTERACTION: the exchange of information between two (or more) individualsthrough the symbols and their accompanyingmeaning.

Communication as MEANING CONSTRUCTION: theprocess by which two or more individuals arrive atostensibly shared (or common) meanings or

understandings for symbolic actions.


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Importance Of Communication

Organizational / Functional: greaterinformation access and awareness

Improves coordination: reduces logical

gapsEncourages cooperation: helps bringeveryone in the mainstream

Gives a direction: to tasks and activities

Morale and empowerment


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Decision making aid

Speeds up the organizational processes

Better focus on customer requirements

Generates a greater sense of organizational commitmentand involvement

A problem solving tool: by clarity, preciseness and feedback

.. Importance Of Communication


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The CommunicationProcess


DecodeReceivehearingreadingseeing

Encodeidea towords

SenderThoughtor Idea

Understand

Medium

Feedback Response

A C GX Y Z

K


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Intentions of the Sender (Motive)Dynamism of the SenderExpertness

relevant to topicReliability as an information sourceMajority opinion of credibility of senderPeople want sources they like, trust & identify with

EffectiveCommunication

Problem with SENDER


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Unable to understandDoesnt want to hear (Defensive)Preoccupied so unable to listen

More interested in what he wants tosaySo sure what is going to hear sodistorts it


Problem with RECEIVER


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WHATis the messageWHY is it needed

HOW choice of mediumWHEN

appropriate timeWHERE which place, environmentWHO intended receiver


The Questions to be asked


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Barriers in Communication Difficult words, high speed, languageCulture, values & lifestyleFear of having to change

Fear of reprisal, misinterpretation,exposureEmotion, StressStatus or Hierarchy



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Overcoming Barriers

Set aside fear, no preconceivedideas

Simple, clear, precise language (beconsistent)Status not to dominateRepeat message, get feedbackfrequentlyLearn about receiver, tailor themessageAvoid sleepy time segments



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. Effective Communication

Remove barriers . build gateways DO s DON Ts

- seek first to understand - remove allprejudices

and then to be understood - overcome anydistractions

- empathize with other people - reduce length of - values, beliefs, needs & sentiments communication

channel- use a common language- clarify ideas before communicating


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.. Effective Communication Active Listening

Listen with an open mindMake an effort to understandEmpathize ..reflect understanding

Be aware of what is said and what is not saidDon t jump to conclusions draw conclusions

Feedback

Check for accurate receipt of messageCheck action/outcome in relation with the intent of

the message.Improve/alter message, if required.


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Get along with your Audience

Do not talk down (only you know)Do not embarrass /hurt any one (values,beliefs)

Avoid unacceptable language (cheappopularity)

Do not be too serious (joke occasionally)

Involve them, make them think, question,answer, suggest, ask suggestionsShow your concern for them (lack of ulteriormotive)

Dynamics of Communication


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Understand your Audience

Age, Ethnic/culture, background,education, lifestyle, religion,

commitmentAttitudes-subject, issues, unknown,you

They are active listeners, notpassive They have certain values & beliefs

They have needs (respond to thoseneeds


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The power of entering intoanothers personality andimaginatively, experiencing hisexperiences ... entering intofeeling & spirit and so appreciating

it fully - Chambers Concise Dictionary

Dynamics of Communication

Empathy

Centre of Focus moved from self other person

(sensitive to his/her thoughts & feelings)


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Talkers get rewarded (if youmake noise- you get)Listeners have nothing to say

Ego dictates must be incommand-talk (others listen)We feel we are experts (needhumility)

Barriers to listening

Why skill of listening absent ?


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Improve Listening Skills

How will others listen to us if we do notlisten to them

Stop talking to yourself (or argue)Empathise with the speakerSmile & respond

Concentrate (dont get distracted) React to the idea, not the speaker


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BODY LANGUAGE

Interpreting body language is vital in any communication process Observe the body movements and postures Match the other persons language

Some interesting interpretations of Rabbits

Sniffing : May be annoyed or just talking to youGrunts : Usually angry, watch out or you could get bit!Shrill scream : Hurt or dyingCircling your feet : Usually indicates sexual behavior.He/She's in love.


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Two basic groups of body language

OPEN/CLOSED and

FORWARD/BACK


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RESPONSIVE

ENGAGED

leaning forwardopen bodyopen armsopen hands

EAGER

(sprint position)open legsfeet under chairon toesleaning forward

READY TO AGREE closes paperspen downhands flat ontable

REFLECTIVE

LISTENING head tilted

lots of eye contactnodding

high blink rate

EVALUATING

sucks glasses/pencilstrokes chinlooks up and right

legs crossed in4 pos.

(ankle on knee)

ATTENTIVE (standing)

arms behind back smile open feet

FUGITIVE

BORED staring into spaceslumped posture

doodlingfoot tapping

LET ME GO

feet towards doorlooking aroundbuttoning jacket

REJECTION sitting/moving back

arms folded

legs crossed 11 pos(thigh on knee) headdown frown

DEFENSIVE (standing)

feet pointing in

hands clenched

COMBATIVE

LET ME SPEAK finger tapping

foot tappingstaring

AGGRESSIVE leaning forwards

finger pointingfists clenched

DEFIANT (standing)

hands on hipsfrown

LYING touches face

handover mouthpulls ear

eyes down glancesat you shifts in seat

looks down andto left


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Ways of Communication

Face to FaceTelephone

Letters/ Fax/ Telex / EmailCircular / NoticePosters / Pamphlets

ReportConference / SeminarFilms / BooksFacial expression / body language


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Types of Communications

ORALAdvantages- Better understanding,immediate feed back, clarify doubtsDisadvantages-Not suitable for largeaudiences or lengthy communication

WRITTEN

Advantages- Authentic, accurateDisadvantages- No scope forclarifications


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FORMALAdvantages- Accurate, within rules,follows organisation chartDisadvantages- Very slow

INFORMALAdvantages- Better interaction, flow fast

Disadvantages- No check, may lead torumours


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UpwardTravels from subordinate to superiorReports, results, Ideas, suggestions forimprovement, request for help/data

DownwardFrom superior to subordinate

Instructions, circulars, Notices,appreciation, rebuke


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Flow of communication

At the workplace

* UpwardFrom employee to superior

* DownwardFrom superiors to the employee

* LateralFrom one employee to another


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Communication types

Verbal Oral - the spoken language

Non verbal Written

Body language Expressions - facial, gestures, signs


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Types of CommunicationsLateral/Horizontal

Between people on same levelPromotes coordination, facilitates work

DiagonalBetween two persons neither same deptor same level of hierarchyShould obtain permission or inforsuperiorQuickens work


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Structured (prepared)Synopsis (key points, time)point by pointIllustrations for clarity (parables)Audible to all (modulation)Eye contact (feel targeted)Summarise (emphasise key points)Clarification / Interaction

Presentations (Formal talk)


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Secrets of good performance

Be physically at ease & mentallyrelaxed

Maintain eye contactConverse naturallyKeep track of timeKeep moving, dont stand at oneplaceStand erect, face audience, do notlean

Keep hands moving (not jerky, not


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Counseling

Get advance info about person & subjectCreate sympathetic environmentMake subject open (talk commonsubject)Probe gently for hidden causesOffer alternativesShow concern not criticismKeep goal clear always


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Motivation through Communication

Make people feel valued

Monitor/appreciate their work (dontoverdo)

Share interest on what they holdimportantBe approachable at all times (Physical & to listen)Create good, pleasant environmentMake sure everyone understandsimportance of their contribution tothe team ob ectives teams direction


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Provide scope for development

Set targets in consultation & reviewProvide relevant training/data

Help with internal/external contactsRestructure groups to utilise skill bestRotate job/ responsibility to widen

experienceProvide scope for higher responsibility


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Give Recognition

Praise success (in private & public)Report progress & team success(higher upIndividually monitor & counselRebuke in private

Encourage ideas, suggestions-LISTENDelegate-decisions & implementationExplain decisions & assist inacceptance


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