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PRESENTATION
BYR.RAGHAVAN
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INTRODUCTION:
The Job market today gives as much importance to
grace,ability with language & personal habits as it
does to academic prowess. Hence it is impossibleto survive in todays fast paced global
environment without the essential ingredient
Soft-skills. Most business leaders find employees
who have the required professional skills, but lacksoft skills that a company so badly needs and find
it difficult to move ahead in their career.
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COMMUNICATION
SKILLS
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Food for thought
When I have talked in anger,
And my cheeks were flaming red,I have always uttered something,Which I wish I had not said.
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What we aim to learn
To understand and appreciate the process ofcommunication as an important constituent of theprofessional effectiveness
To understand oneself and improve interpersonal skills
Exposure to communication concepts
Diagnose and circumvent barriers to communication
To gain confidence and honing presentation skills
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INTRODUCTION
(Concepts & Processes)
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What is Communication
Communication is an exchange of informationfrom the sender to the receiver with the messagebeing understood as intended by the sender
Idea
Decode IdeaListensReadsObserves
SpeaksWrites
ActsDraws Words
ActionsPicturesNumbers
Encode
Symbols
The receiver
Sender
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Three ways to think about communication
Communication as ACTION: the transmission of informationfrom one person to another through the use of symbols andtheir accompanying meaning.
Communication as INTERACTION: the exchange ofinformation between two (or more) individuals through thesymbols and their accompanying meaning.
Communication as MEANING CONSTRUCTION: the processby which two or more individuals arrive at ostensibly shared(or common) meanings or understandings for symbolicactions.
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A. Communication occurs through the use of symbols andtheir accompanying meaning.
B. All objects, events, persons, and actions can function assymbols for communication.
C. Symbols do not possess inherent and universal meanings.
D. Symbols possess objective (physical) properties; butmeaning is inherently subjective and can only be inferred
from the interpretation of symbols.
E. The presumption of intentionality (i.e., conscious anddeliberate symbolic action) is a prerequisite forcommunication.
Some communication propositions
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Importance Of Communication
Organizational / Functional: greater informationaccess and awareness
Improves coordination: reduces logical gaps
Encourages cooperation: helps bring everyone inthe 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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Barriers to Communication
A barrier reduces or changes the quality of themessage being transmitted
Types :1. Physical 2. Psychological
Poor health Lack of Concentration
Sound / noise Attitude and bias
Unsuitable temperature Lack of self disciplineDistractions Low emotional state
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How to overcome the barriers
For the sender
Be clear about the message to besent
Be precise and to the point
Do not be verbose Use a language understandableto the receiver
Write the message if required Request a feedback to ensure
receipt of message
For the receiver
Be attentive Concentrate on the message Ask for clarifications wherever
required Listen objectivelyListen for bodylanguage
Make notes if required
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Flow of communication
At the workplace
* UpwardFrom employee to superior
* Downward
From superiors to the employee
* Lateral
From 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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Medium of Communication
Memos
E-mails
Notices Company circulars
In-house magazines
Oral instructions
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Gateways to Communication
A barrier removed is a gateway created.
We need to eradicate the neps from the fabric
of our communication by practicing certainthings.
1. Creating within one self the need and willingnessto understand
2. Making the message appropriate to the receiversframe of reference
( speak the language of the listener)
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3. Ability to describe others behavior withoutevaluating or interpreting.
4. Ask for feedback from the receiver
5. Reinforce communication by using more thanone channel to convey the message
(Verbal, written, nonverbal)
.. Gateways to Communication
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EFFECTIVE COMMUNICATION
1. Plan your communication
maintain clarity of purpose why,
maintain clarity of idea, what.
2. Choose the medium
language
style
semantics
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. Effective Communication
3. Remove barriers . build gatewaysDOs DONTs
- seek first to understand - remove all prejudices
and then to be understood - overcome any distractions
- 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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The Power of Listening
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Listening : A lost art
Why do we not listen? actions speak louder than words
Seeing is easier than listening
Visual medium is powerful
We hear but dont listen
look but dont see
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WHY TO LISTEN?
Visualise a common scene in a Banks Branch.
Branch Manager is totally engrossed in an urgent fileneeded to be sent to Head office.A voice is heard: May
I come in Sir Without raising his eyes from the file,Branch Manager
replied yes .
Asst.Manager came in the cabin of the BM and said: Sir,I had been to the pre-sanction visit for the Housing Loanapplied by Mr.kulkarni and realising that the BM isnot listening to him, Asst.Manager stopped furthercommunication.
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WHY TO LISTEN (CONTD)
Go on telling, I am listening said the BM.
Sir, the title to the property is not clear and the party ..
the Asst.Manager started telling.
What title ? BM asked with an irritation in his voice.
Asst.Manager now being fully convinced that the BM is
cent percent preoccupied in the file and not ready to listen
to his say,there is no point in wasting time and making BM
irritating further said, Sir, I will come later and tell you
details .He leaves cabin of the BM.
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WHY TO LISTEN (contd)
This is a common scene that prevails in Publicsector organisations. The result is obvious, a failedbusiness communication. A strain in the
relationship with staff as well as with customers. A man is preoccupied with anxieties,worries and
thoughts. He is concerned about his own problemsand does not understand how not listening to the
intending party, who is anxious to tell him of histhoughts,frustrates the intending speaker and howit spoils the business & sometimes the relationship.
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Listening-Interpretation
What the receiver receives may be differentfrom what the sender sends.
What receiver receives depends on His behavior Past experiences
His values, motivation, need or his attitude
His world
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What it takes to be a good listener
Ability to concentrate
genuine desire to understand the other personspoint of view
Sensitivity to needs, emotions and bodylanguage
Humility: You might have a point of view and I
respect you
A belief that other people are important andworth listening to.
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How to be a good listener
Know your power as a listener
Ask questions
Reflect feelings
Let your body give reassuring messages
Know your prejudices
Avoid making snap judgements
Avoid anger
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The Art of Listening
Listening : an important human skill
indispensable for superiors
gets you respect, love and fame
shows that you care for and respect others
not listening could be psychologically upsetting forthe other person
you cant fake listening the higher you go, the more you have to listen
it is a rare skill
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The Art of Listening
Listening needs an
ability to concentrate
a genuine desire to understand the other persons point of
view sensitivity to needs, emotions and body language
humility - I am not right alone, you might have a point and Irespect you
a belief that other people are important and worth listening to
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The Art of Listening
Poor Listeners
The fidget : Why are you telling me ?
The aggressive listener : tries too hard and as a result scares
people. The pseudo - intellectual : hears only ideas and not the
emotions behind them
The passive listener : :I agree with whatever you say
The inaccurate listener :I cant concentrate
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The Art of Listening
How to be a good listener,Know your power as a listener
Ask questions
Reflect feelings
Let your body give reassuring messages. Nodding, armsapart, legs not crossed, erect forward posture. All these give
non-verbal messages that you are listening.
Know your prejudices. You must discount from all those
matters towards which you are biased or passionate.
Avoid making snap judgments
Avoid anger. It always gets the better of you.
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What is Listening then?
To illustrate an Example:
When Gautam Buddha went into silence after realizingenlightenment, all God requested him to say atleastsomething so that others can understand what to do to
experience enlightenment like him. Buddha mentioned that those who have willigness to
understand, will understand even from silence and thosewho have no willingness to understand,will neverunderstand even with thousand words spoken. That
willingness i.e. a strong desire within, a passion,an abilityto identify and understand what others are saying isLISTENING.
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SUMMARY
To enjoy the fruit of listening we must cultivate
zeal to listen, listen longer, listen with respect,
listen analytically and listen without any
reservation. In a nutshell, we must develop a
passion for Listening.
Importance Of Feedback
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Importance Of Feedback
Feedback is necessary to check the effectiveness of the
communication. Feedback helps reflect upon how well the message has been
encoded, transmitted and understood.
Feedback helps make mid-course correction if found required.
- in terms of action : changing strategy
- in terms of communication : changing message
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Organizational Communication
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Official Communication
1. Flow : vertical/horizontal/cross
2. Content : top-down are in the form of orders or directives
bottom-up are in the form of feedback or complaints
3. Through a proper channel : Who is the end audience? Whoshould know first ? What should the network be ?
4. Information is power. One who has the authority to
communicate is considered powerful.
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How to write memos that work
Begin with planning.- what are the facts ?- what do they mean ?- what do I do now ?
Write short and to the point sentences
Write in the second person Use memos to summarize group decisions, to list individualassignments and deadlines
Adopt a conversational style Use the B - E - T method to help strengthen your memos content
i.e. - B = Bottom line - E = Evidence - T = tasks
Always keep your memos brief and precise
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Communication Ethics
If intimation is power, and if we have information, then we mustrespect and handle our communication with restraint.
Key Points:
maintain confidentiality -confidential information is trust reposed
Confidential information is trust betrayed
certain information is `need to know - the job demands it,certain information is `desire to know - it may help in my job,
and certain information is `desirable to know, it may increasemy power, fame and status.
Gossiping or bitching - is like `stabbing in the back
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. Communication Ethics
Ownership of information - Permission of the owner is a must beforeusing it.
Knowledge of information vs. use of information - havinginformation does not mean you can use it.
Communication must flow through a proper channel - cutting acrossa channels causes heartburns, hurt and misunderstandings
Timing and place - be careful and sensitive to it.
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Written Communication
Written communication as compared to oral communication is at
a disadvantage because of the absence of non-verbal gestures,
voice variation and physical expressions. This as a result
increases the importance of clarity and accuracy of the content
of our written message. To have effective written
communication, certain steps and guidelines may help.
The steps
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Plan
Keep it short and simple
Write it
Edit your writing
The steps
(Your communication)
(Brevity and precision)
(Commit it on paper)
(Check for corrections)
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Steps
Step 1. PlanLike nearly any activity, written communication too requiresa plan and a structure. Certain thins must be clearly ascertained, like,Sender : From whom is the communication starting ?Receiver : Who is the end receiver/audience of the written
communication?Purpose : Why are we making the communication ?What is the expected outcome I.e What do expect the receiver to do ?
These questions when answered and related will help us understandand design the path, requirements and the construction of the message.
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Step 2. Keep it Short & Simple (K.I.S.S.)
The Structure of the content of the message must be,
Brief: Brevity and simplicity avoids any confusion inunderstanding the message.
Specific : Only the issue or matter in question must be
addressed. Other unrelated matters must not be included as itmight decrease the significance of the main topic.
Sequence:The flow of or written communication must follow alogical and stepwise format.
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Step 2. Keep it Short & Simple (K.I.S.S.)
The Structure of the content of the message must be,
Short Sentences : They facilitate easy and correct understandingof the message.
Simple usable words : Everyday used words maintain theharmony and expression of our communication.
Facts and Figures ; They help to give our communicationobjectivity. Relying on unclear, subjective assumptions andexpectations blurs the message.
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Meaning of the facts
Supporting data and clarification of the facts would help in theclarity of our communication.
Suit it to the audience
One message may need different degrees of explanations.This depends on the context, frame of reference andunderstanding capability of the receiver in question. We mustexplain and elaborate our message depending on thereceiver.
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Call for actionOur written communication should look for expected action tobe taken based on it.
Request feedback
Our written communication must call for acknowledgment ofreceipt of information.Supporting the acknowledgment mustbe specific feedback on how the communication has beenunderstood.
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Step 3. Write It
Once we have done the above, we could proceed to actuallywriting our communication on paper, bearing a few things inmind.
Double spacing to improve readability,as used on this page.
Use of paragraph to make the communication more logicaland understandable.
Neat, uniform handwriting, in case it is not typed or printed.
Step 4. Edit your writing
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Effective editing is another step towards good writing.The key points to remember during editing are,
Edit your draft as brutally as if it was someone elsescopy.
Edit your draft from the readers point of view
Be specially critical of the first few paragraphs
Look out for problems in any section you wrote whenyou were bored or tired.
Carefully study the content of your draft details, flow,forgotten points, unrelated issues etc.
Edit for brevity and clarity
Read aloud for style and tone
Edit again
Body Language
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Body Language
Interpreting body language is vital in any communication process
Observe the body movements and posturesMatch 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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Presentation Skills
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What is a presentation
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A method of communicating with an audience by explainingor discussing on particular subject(s) aided by different tools
Preparing for a presentation
Collect and collate data regarding the subject and relatedareas
Speak to experts in that subject for their ideas Incorporate related practical examples, role plays etc Identify the target audience Prepare the transparencies and arrange for the tools/aids Check for errors and correct them Practice
Making effective presentations
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Points to be kept in mind
Be clear about the subject and the purpose of the same Collect accurate data and information on the subject Collect data on related topics and areas Use language understood by the audience
Frame your presentation around the target audience Involve the audience by asking questions or games Do not remain fixed at one position, move while speaking Use gestures and expressions to drive the point home
Use presentation aids to generate interest and present data Note critical points on a small note pad for ready reference Provide a list of reference books, articles etc and handouts Take a feedback at the end
Tools for effective presentations
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Transparencies Overhead projectorAudio Visual facilities HandoutsComputer aided presentation - Power Point, CD ROMRole plays, case studies, quizzes
Uses
An effective method of putting ideas across in a
comprehensive manner
- Proposals- Training of employees- Assignments to be submitted
Managerial requirements forcommunication
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A. Managerial communication skills are used for: Work facilitation To inform, instruct and guide Interpreting employee non verbal communication
Motivating subordinates Breaking employee barriers and mindsets Developing better interpersonal relations As a bridge between subordinates and superiors
B. What needs to be communicated
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Superior Manager Subordinate
Peers
Information/ Attitudes
Data + ValuesMoodsEmotions
C. The communication linkages
Some final guidelines
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Practice active listening, listen for facts and feelings, content and
intent.
Identify barriers to good listening - and knock them down.
Guide conversations with "open" and "closed" questions.
Defuse difficult situations; encourage participation;
Build empathy and check understanding.
Read and use body language effectively.
Speak effectively and persuasively.
Summarizing
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Concepts, importance, barriers and ways to overcome
them Types, medium, gateways to communication
Effective Communication how to achieve
Listening importance, effective listening
Feedback importance, how to receive Organizational communication, memos
Communication Ethics
Written Communication steps
Body Language - Types
Presentation Skills how to deliver effectivepresentations
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