COMMUNICATION SKILLSWeek 5

Communication process• It is defines as simply the

exchange of messages by human beings. It is the transmission of ideas from the sender to the receiver through channels.

• Communication is not complete if there is no feedback or response from the receiver back to the sender.

The Communication process

Segments in the Communication Process• The exchange of feelings and

attitudes in the communication process is known as interpersonal communication.

• As the communication process continues, it becomes a communication cycle.

Communication Barriers1. Perceptual and Language

DifferencesPerception is

generally how each individual interprets the world around him.

All generally want to receive messages which are significant to them.

Communication Barriers1. Perceptual and Language

DifferencesBut any message which is

against their values is not accepted. A same event may be taken differently by different individuals.

Communication Barriers2. Information Overload

Managers are surrounded with a pool of information. It is essential to control this information flow else the information is likely to be misinterpreted or forgotten or overlooked. As a result communication is less effective.

Communication Barriers3. Inattention

At times we just not listen, but only hear. For example a traveler may pay attention to one “NO PARKING” sign, but if such sign is put all over the city, he no longer listens to it.

Communication Barriers4. Time Pressures

Often in organization the targets have to be achieved within a specified time period, the failure of which has adverse consequences.

Communication Barriers4. Time Pressures

In a haste to meet deadlines, the formal channels of communication are shortened, or messages are partially given, i.e., not completely transferred. Thus sufficient time should be given for effective communication.

Communication Barriers5. Distraction/Noise

Communication is also affected a lot by noise to distractions.

Physical distractions are also there such as, poor lightning, uncomfortable sitting, unhygienic room also affects communication in a meeting.

Communication Barriers6. Emotions

Emotional state at a particular point of time also affects communication. If the receiver feels that communicator is angry he interprets that the information being sent is very bad.

Communication Barriers6. Emotions

While he takes it differently if the communicator is happy and jovial (in that case the message is interpreted to be good and interesting).

Communication Barriers7. Complexity in

Organizational StructureGreater the hierarchy in an

organization (i.e. more the number of managerial levels), more is the chances of communication getting destroyed.

Communication Barriers7. Complexity in

Organizational StructureOnly the people at the top

level can see the overall picture while the people at low level just have knowledge about their own area and a little knowledge about other areas.

Communication Barriers8. Poor retention

Human memory cannot function beyond a limit. One can’t always retain what is being told specially if he is not interested or not attentive.

Written CommunicationCommunication skills

Written CommunicationSome qualities of business writing

are:• Completeness• Clearness• Correctness• Conciseness

Written CommunicationSome qualities of business writing

are:• Courteousness• Consideration• Action • Organization

Telephone technologyTelephone etiquette

Telephone technology

Communication is an important part of our daily lives. Technology has changed a lot of things, and the advent of telephone and mobile has meant that we put across our ideas and thoughts without making an eye-contact with others.

Telephone Etiquette

• Ask the caller, "May I know who I am speaking to?"

• Avoid unnecessary jargon and acronyms in your conversations.

• Use the caller's name in your conversation.

• Practice good listening skills.

Telephone Etiquette

• Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.

• Before placing a caller on hold, ask their permission first and thank them.

• It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.

Telephone Etiquette

• Do not forget to return the call as you promised.

• Do not permit the phone to ring into the office more than three times.

• Always use a pleasant, congenial and friendly tone.

• Never interrupt the person while he/she is talking to you.

Telephone Etiquette

• Never engage in an argument with a caller.

• Do not handle an unhappy caller's concern openly at the check-in and check-out desk.

• Do not make it a habit of receiving personal calls at work.

Telephone Etiquette

• Do not answer the phone if you are eating or chewing gum.

• Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call.

• Learn how to handle several callers simultaneously with ease and grace.

Telephone Etiquette

• Return calls promptly that have been left on voice mail and voicemail.

• Learn how to handle several callers simultaneously with ease and grace.

• Return calls promptly that have been left on voice mail and voicemail.

Telephone Etiquette

• Always get the best number (and an alternate) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call.

Telephone Etiquette

• Do not ever leave a message with someone else or on an voice-mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department."

Telephone Etiquette

• Smile when you answer your calls. Even though the caller can't see it, they'll hear the smile in your voice.

• Use a "telephone voice" in which you control your volume and speed. Speak clearly.

• Be enthusiastic and respectful.

Telephone Etiquette

• If there is a problem, be concerned, empathetic, and apologetic.

• Thank the caller for calling. Ask them to call again.

• Never eat, drink, or chew gum while you are on a call.