market scenario & bsnl statustraining.bsnl.co.in/digital_library_source/upgradation... · 2019....
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E5-E6 CSSS/PA/PS
EFFECTIVE COMMUNICATION
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WELCOME
• This is a presentation for the E5-E6 CSSS/PA/PS for the
Topic: Effective Communication.
• Eligibility: Those who have got the Upgradation from E5
to E6.
• This presentation is last updated on 15-3-2011.
• You can also visit the Digital library of BSNL to see this
topic.
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AGENDA
• Principles of Communication
• Workplace Communications
• Challenges and Barriers
• Planning communications
• Types & Modes
• Communication and Performance
• Ethics and etiquettes
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COMMUNICATION
• The process of sharing of information, ideas and
feelings in a mood of mutuality to make it
a common possession
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Communication is
• An act of exchange of information which
emphasizes the need to build common
understanding or consensus
• It involves interactions -to give and take
• It strongly assumes a democratic philosophy of
life and a mutual respect for dignity of all
participants of communication process
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Characteristics of Communication
It is a two way traffic
A continuous and never-ending process
Main purpose – proper understanding by others
Involves exchange of facts and thoughts
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Essentials For Communication
• SOURCE
• MESSAGE
• MEDIUM
• RECEIVER
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WORKPLACE COMMUNICATIONS
With subordinates, peers or managersPeople with different skills.Individual or with groupInternal communication –o Between Management And Employeeso An employee and a supervisor understand each
other and are more effective at the workplace
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Barriers of Communication
₡ Wrong Choice Of Media
₡ Semantic Barriers
₡ Different Comprehension Of Reality
₡ Socio - Psychological Barriers
₡ Filtering, Emotions, Language
₡ Selective Perception, Closed Mind
₡ Inattentiveness
₡ Faulty Transmission, Poor Retention
₡ Status-consciousness
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Failure of Communication
It is used as a one-way process
It is dominated by a few
Majority does not interpret the symbols
Gestures and tones contradict the words
Message is irrelevant- not related to the audience
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Plan your communications
1. Objectives2. Audience3. Messages4. Tools and resources5. Resources and time-scales
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Workplace Communication
Types, Modes, Methods
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Types of Workplace Communication
Downward :
Instructions, Orders
Upward :
Feedback, Suggestion
Horizontal/Lateral :
Among Different Departments
Grapevine Communication:
Informal And Unstructured
Consensus:
Discussions , Negotiations
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The Importance of Effective
Communication for Organizational
Performance
Lack of effective communication leads to:
Misunderstandings
Lack of information
Decrease in employees’ performance
Decrease in company’s turnover:
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Communication 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
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How to ensure proper Communication?
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.
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Forms of Communication
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Oral Communication:
Face-to face interactions, meetings, telephone calls
Written Communication :
E-mails
Reports.
PowerPoint presentations
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Some tips for letter writing:
The golden principle of 6C’s • Clarity
• Completeness
• Conciseness
• Consideration
• Courtesy
• Correctness
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Letter Writing skills
Essentials of a letter
• Promptness
• Knowledge Of The Subject
• Appropriateness
• Tact
• Persuasion
• Positive And Pleasant
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7 tips for letter writing
Keep it short and to the point
Clear, concise and logical
Focus on the recipients’ needs
Use simple appropriate language
Use short sentences and paragraphs
Review and revise it
Check spelling and grammar
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Organizing a Letter Properly
Proper Salutation ( Dear Sir, Madam etc.)
o First Part
Say What you are going to Say, brieflyo Second Part
Say what you have to Say, in detailo Third Part
Say what you have already said, consolidation
Proper Subscription (Yours faithfully, sincerely )
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Electronic messages
E-mail: Low cost, speedy, increased access,
convenience, instantaneous feedback,
timesaving
Best for brief, non-complex messages
Suitable for specific purpose
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BODY LANGUAGE
GESTURES and POSTURES
Non verbal communication is very important in
communication.
Postures and gestures give silent message about the
essence and meaning of the actual content
The correct posture and gestures according to the
situation should be known and followed for effectiveness
in communication.
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Good Oral Communication Style
Smile
Open Posture
Forward Lean
Touch
Eye Contact
Node
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Ethics and etiquettes in Communication
• Email ethics
Follow all the rules of good writing
Be brief and to the point.
Important points at the top
Use Bullets and numbering
Be specific, concise and catchy.
Always include a salutation/greeting.
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E-mail ethics
Always include a subject heading that describes the
topic of the email.
Avoid All Caps: all caps indicate is considered
impolite and aggressive.
Attach the last message for reference, if required,
and delete the prior message(s).
Before forwarding someone’s private email onto
others, always ask permission.
Avoid usage of Smileys
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• Cell phone : a boon or a nuisance?
DO-Be subtle, yet accessible
DO NOT lay your phone on the table
DO take emergencies
DO turn it off
DO NOT insult the absent
DO NOT let your phone ring twelve times
DO NOT wear phone accessories during a meeting
• You’re sitting down with THEM; Talk to THEM
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• “It is a good idea to keep
your words soft and sweet because
you never know when
you may have to
swallow them”
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