ch6-barriers to communication -...
TRANSCRIPT
![Page 1: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/1.jpg)
E4E4--E5 (MANAGEMENT)E5 (MANAGEMENT)
Barriers to communicationBarriers to communication
For internal circulation of BSNL only
![Page 2: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/2.jpg)
WELCOME
• This is a presentation for the E4-E5
Management Module for the Topic: barriers to
communication
• Eligibility: Those who have got the Up-gradation
to from E4 to E5 management
• This presentation is last updated on 15-3-2011.
• You can also visit the Digital library of BSNL to
see this topic.
For internal circulation of BSNL only
![Page 3: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/3.jpg)
AGENDA
By the end of this session, participant will be able
to:
• Define Communication
• List various methods of communication at
workplace
• Explain modes of communication
• Understand barriers to communication
• Understand ways to Facilitate better
communication
For internal circulation of BSNL only
![Page 4: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/4.jpg)
Discussion points:
Definition and Principles of Communication
Methods of communication
at Workplace
Modes of communication
Barriers to communication
Ways to Facilitate better communication
For internal circulation of BSNL only
![Page 5: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/5.jpg)
Introduction
• A Presentation is a fast and potentially effective method of
getting things done through other people.
• IT is a formal method for seeking approvals, bringing people
together to plan, monitor and review its progress etc.
• Presentation skills are more related to the oral presentation
made by managers.
For internal circulation of BSNL only
![Page 6: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/6.jpg)
COMMUNICATION
• The process of sharing of information, ideas and
feelings in a mood of mutuality to make it a
common possession
• Contributes to the building and operations of
teams
• Promote conducive working environment.
For internal circulation of BSNL only
![Page 7: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/7.jpg)
Physical attributes
� Office setup should give a professional look
� Files need to be in good shape, properly tagged,
note sheets & papers maintained as per norms
� Proper flags as required
� Support file board in good shape
� Proper bindings
� Spiral binding (single & double)
� Strip binding
� Saddle stitch
� Perfect binding
� Proper format for letter typing
For internal circulation of BSNL only
![Page 8: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/8.jpg)
88For internal circulation of BSNL only
![Page 9: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/9.jpg)
Oral presentations
• Staff needs to be motivated and inspired to undertaking
the tasks.
• Senior management should be impressed by your skill
and ability so that they provide the resources.
• It initiates discussion, present the problems and at least
to establish who amongst the audience could provide
valuable input to your decision making.
• Presentations can be fun.
For internal circulation of BSNL only
![Page 10: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/10.jpg)
Methods of Communication
• Person to Person
• In small groups
• In a meeting
• Mass media
• Others
�Face to face, phone call
� In group discussions
�Presenting, negotiating
�Addressing the public,
Radio/ TV telecast,
Through Press
�Training, Teaching
For internal circulation of BSNL only
![Page 11: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/11.jpg)
Objectives of Communication
The single most important observation is that the
objective of communication is not the
transmission but the reception. The whole
preparation, presentation and content of a
speech must therefore be geared not to the
speaker but to the audience.
For internal circulation of BSNL only
![Page 12: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/12.jpg)
Verbal Communication
�Message send by speaking to an individual, a team or
a group
�Expression should be clear so that the receiver (other
person) understands the message
�Main purpose –Proper understanding by others
�Involves exchange of facts and thoughts
For internal circulation of BSNL only
![Page 13: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/13.jpg)
MODES OF COMMUNICATION
• 1.SPEAKING
• 2.VISUALISING
• 3.WRITING
LISTENING
OBSERVING
READING
For internal circulation of BSNL only
![Page 14: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/14.jpg)
Steps in Preparing for Presentation
• Formulate your Objectives
• Identify the Audience
• Structure
• Sequential Argument
• Hierarchical Decomposition
• Question Orientated
• Pyramid
• The Stuffed Sandwich
For internal circulation of BSNL only
![Page 15: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/15.jpg)
Non-verbal Communication
(6 types)
• Body language
• Physical appearance
• Voice
• Space
• Environment
• Time
For internal circulation of BSNL only
![Page 16: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/16.jpg)
Non-verbal Communication
-examples
• Yawn
• Tears
• Frown
• Crossing arms
• Averting eyes
For internal circulation of BSNL only
![Page 17: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/17.jpg)
Modes of communication
Writing
• Provides a permanent record
• Receiver can understand at his own pace
• More authority
• Can be edited and corrected before
communicated.
• Irrespective of distance
• Can be cheaper
For internal circulation of BSNL only
![Page 18: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/18.jpg)
Modes of communication
Forms of Written Communication
• Letters,
• Memos,
• Email,
• Minutes of meetings,
• Reports,
• Instructions,
• Diagrams, Maps, Pictorial Aids etc.
For internal circulation of BSNL only
![Page 19: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/19.jpg)
Modes of communication
• Listening: some facts
– A typical speaker says about 125 words per minute.
– A typical listener can receive 400-600 words per minute.
About 75% of listening time is free!
For internal circulation of BSNL only
![Page 20: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/20.jpg)
Communication at Workplace
�With subordinates, peers or managers
�People with different skills.
�Individual or with group
�Internal communication –
o Between Management And Employees
o An employee and a supervisor understand each
other and are more effective at the workplace
For internal circulation of BSNL only
![Page 21: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/21.jpg)
Communication and teamworkCommunication and teamwork
The performance of organization suffers due to:
�Lack of communication within a group and
among groups
�Effective communication isn’t existing
�The teams don’t function like cohesive groups
�Results as desired are not arrived at
�More time in required to get things done
For internal circulation of BSNL only
![Page 22: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/22.jpg)
Communication barriers
�MUDDLED MESSAGES: Unclear messages
� STEREOTYPING:"everybody already knows."
�WRONG CHANNEL:
�LANGUAGE OR SEMANTIC BARRIERS
�LACK OF FEEDBACK
� INTERRUPTIONS
�PHYSICAL DISTRACTIONS
For internal circulation of BSNL only
![Page 23: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/23.jpg)
Communication barriers
�EXPECTATIONS
�RISKING: Communicating authentically takes a
degree of risk
�AVOIDANCE: Avoidance is present when a
person feels unsafe or is unsure of his safety
�FIXING: Fixing is often trying to get the others to
believe as you do
For internal circulation of BSNL only
![Page 24: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/24.jpg)
Communication barriers
�EXPECTATIONS
�RISKING: Communicating authentically takes a
degree of risk
�AVOIDANCE: Avoidance is present when a
person feels unsafe or is unsure of his safety
�FIXING: Fixing is often trying to get the others to
believe as you do
For internal circulation of BSNL only
![Page 25: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/25.jpg)
Continue…
• Rehearsal
– There is no substitute for rehearsal. You can do it in
front of a mirror, or to an empty theatre. In both
cases, you should accentuate your gestures and vocal
projection so that you get used to the sound and
sight of yourself. Do not be put off by the mirror -
remember: you see a lot less of yourself than your
friends do.
For internal circulation of BSNL only
![Page 26: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/26.jpg)
Communication barriers
�SCAPEGOATING
�PROBING
�CONTROL
�BLAMING
For internal circulation of BSNL only
![Page 27: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/27.jpg)
Communication barriers
�CONFLICT AVOIDANCE (CHAOS)
�EXCLUSION
�BOUNDARY OR BARRIER
�CULTURAL BARRIERS
�GENDER BARRIERS
�LACK OF SUBJECT KNOWLEDGE
“KNOWLEDGE is POWER”
�STRESS
�POOR LISTENING SKILLS
For internal circulation of BSNL only
![Page 28: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/28.jpg)
POOR LISTENING SKILLS
� Automatic Talking
� Selective Listening
� Daydreaming
� Being The Reactor
� Being Judgmental
For internal circulation of BSNL only
![Page 29: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/29.jpg)
Communication barriers
�Disabilities
�Lack of empathy
� Incomplete messages
�Lack of time
�Mistakes, poor usage, Jargon
�Semantic Barriers
�Socio - Psychological Barriers
�Status-consciousness
For internal circulation of BSNL only
![Page 30: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/30.jpg)
Facilitating Communication
• Have a positive attitude about communication.
Defensiveness interferes with communication.
• Practice and improve communication skills.
• Include communication as a skill to be evaluated
along with all the other skills in each person's job
description.
• Help others to improve the communication skills by
helping them to understand their communication
problems.
For internal circulation of BSNL only
![Page 31: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/31.jpg)
Overcoming Communication barriers
�Feedback
�Proper words and structure
�Use repetition, judiciously
�Empathize
�Respond timely
�Be +ve
�Make proper environment
�Check for correctness and propriety
For internal circulation of BSNL only
![Page 32: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/32.jpg)
Facilitating Communication
• MAKE COMMUNICATION GOAL ORIENTED.
• APPROACH COMMUNICATION AS A CREATIVE
PROCESS.
• VARY CHANNELS, LISTENING TECHNIQUES AND
FEEDBACK TECHNIQUES FOR DIFFERENT PEOPLE
• ACCEPT THE REALITY OF MISCOMMUNICATION.
• THE BEST COMMUNICATORS FAIL TO HAVE PERFECT
COMMUNICATION
• BE AN ACTIVE LISTENER
For internal circulation of BSNL only
![Page 33: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/33.jpg)
Good verbal Communication Style
� S
� O
� F
T
� E
� N
m i l e
p e n P o s t u r e
o r w a r d L e a n
o u c h
y e C o n t a c t
o d
For internal circulation of BSNL only
![Page 34: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/34.jpg)
How to ensure proper Communication in How to ensure proper Communication in Workplace?Workplace?
☺ Communication style of the Top-management
should be positive and transparent.
☺ Upward communication should be encouraged.
☺ Problems should be communicated and openly
discussed.
☺ The communication should be “two way”
☺ Feedback mechanisms and sharing best
practices internally, should be an integral part
of organizational performance.
For internal circulation of BSNL only
![Page 35: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/35.jpg)
Do’s and Don’ts
�Mention facts rather than impressions
�Give factual and practical information
�Be Transparent
�State precisely about responsibilities and
authorities
�Use a friendly, simple language
�Avoid the usage of confusing, unfamiliar and
complicated words / jargons.
For internal circulation of BSNL only
![Page 36: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/36.jpg)
Do’s and Don’ts
�Define the scope and area of work to be covered
in case of a project
�Give detailed instructions repeatedly, wherever
a necessary.
�Wherever acronyms or technical terms are used,
explain them with simple words, especially when
the message is for the non-technical staff.
For internal circulation of BSNL only
![Page 37: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/37.jpg)
Do’s and Don’ts
�DO not encourage your subordinates to criticize
or demean your competitors or their products
�DO not belittle or disrespect the subordinates
�DO not reprimand anyone, especially in front of
others
�Make them feel at ease to give suggestions
/proposals.
For internal circulation of BSNL only
![Page 38: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/38.jpg)
To Sum up
•• CommunicationCommunication is at the heart of many interpersonal
problems faced by employees.
• Effective Communication at Workplace is essential
for the teamwork and performance of an
Organization.
• Understanding the communication process and then
working at improvements helps managers to be
more effective communicators.
• Knowing the common barriers to communication is
the first step to eliminate or minimize them
For internal circulation of BSNL only
![Page 39: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/39.jpg)
“It is a good idea to keep your words soft and sweet because you never know when
you may have to swallow them”
For internal circulation of BSNL only
![Page 40: CH6-Barriers to Communication - training.bsnl.co.intraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/UPGRADATION/e4e5/E4-E5... · • Effective Communication at Workplace is essential for](https://reader034.vdocument.in/reader034/viewer/2022050718/5e167d584f32467f25490d25/html5/thumbnails/40.jpg)
For internal circulation of BSNL only