Effective Communication

Ground Rules
Please switch off your mobiles.
Make it an interactive session.
Brainstorming session

Above all

Lets agree to Disagree

Index

Effective Communication
Verbal and Non-Verbal Communication
Facial Expression
Body Language
Listening Skills
Dressing Sense
Managing the conflict
10 positive interactivity

Communication
Find Out what your Listener wants
Know what you want to say
Control Fear
Stop Talking and Listen
Think before you talk
Believe in your message
Repeat Major Points
Find Out what your Listener wants

 Communication: A Definition
Communication is the process of exchanging
information by the use of words, letters,
symbols, or nonverbal behavior.

Improved
stakeholder
response

Enhanced
professional
image

Clearer
promotional
materials

Quicker
problem
solving

Effective
Communication

Stronger
business
relationships

Stronger
decision
making

Increased
productivity

Steadier
work
flow

Types of communication

Verbal

Non - Verbal

Steps in the Communication Process

Sender
Message
Channel
Receiver
Feedback

Basics of Effective Communication

It matters not so much what you say as it does

how you say it.
Your communication style is a SET of various
behaviors and methods of relaying information
that impact all facets of life.

Basics of Effective Communication

It matters not so much what you say as it does

how you say it.
Your communication style is a SET of various
behaviors and methods of relaying information
that impact all facets of life.

Basics of Effective Communication

Learning all communication styles is important in order to

avoid communicating in less effective ways and in order
to recognize those styles in others so as to be able to
deal with them.
People are not difficult. They only seem difficult to the
extent that we do not have the skills to deal with what
they bring to the table. It is our lack of knowledge that
makes the situation difficult.

Passive, Aggressive, and Assertive

Communication

Understanding Verbal Communication

Styles

Passive Communication
Allowing our own rights to be violated by failing to
express our honest feelings.
The goal of being a passive communicator is to avoid
conflict no matter what.
Little risk involved very safe.
Little eye contact, often defers to others opinions,
usually quiet tone, may suddenly explode after being
passive too long.

Examples of Passive Communication

I dont know.
Whatever you think.
You have more experience than I. You decide.
Ill go with whatever the group decides.
I dont care. It doesnt matter to me.
Yes, yes, yes, yes, yes, yes, yes. . . NO!

Aggressive Communication
Protecting ones own rights at the expense of others rights
no exceptions.
The goal of the aggressor is to win at all costs; to be right.
Does not consider actions a risk because this person thinks
they will always get their way. It is risky in terms of
relationships
Eye contact is angry and intimidating; lots of energy; loud and
belittling; never defers to others, or at least does not admit to;
manipulative and controlling. Often uses violence or verbal
abuse.

Examples of Aggressive Communication

I dont know why you cant see that this is the right way
to do it.
Its going to be my way or not at all.
Youre just stupid if you think that will work.
Who cares what you feel. Were talking about making
things work here.

Assertive Communication
Protecting your own rights without violating the rights of
others.
The goal of the assertive person is to communicate with
respect and to understand each other; to find a solution
to the problem.
Takes a risk with others in the short run, but in the long
run relationships are much stronger.
Eye contact maintained; listens and validates others;
confident and strong, yet also flexible; objective and
unemotional; presents wishes clearly and respectfully.

Examples of Assertive Communication

So what youre saying is. . . .
I can see that this is important to you, and it is
also important to me. Perhaps we can talk
more respectfully and try to solve the
problem.
I think. . . I feel. . . I believe that. . . .
I would appreciate it if you. . .
Let me understand your thoughts on this

Which is the Best Style?

All styles have their proper place and use.
Assertive communication is the healthiest.
Boundaries of all parties are respected.
Easier to problem-solve; fewer emotional
outbursts.
It requires skills and a philosophy change,
as well as lots of practice and hard work.
When both parties do it, no one is hurt in
any way and all parties win on some level.

NON-VERBAL
COMMUNICATION
Nonverbal Communication in
Organizations

NON-VERBAL
COMMUNICATION
The study of non-verbal communication
examines how messages are communicated
through physical behaviour, vocal cues and
spatial relationships.

The total impact of a message breaks down

like this:
7 percent verbal (words)

Hello!!

38 percent vocal (volume, pitch, rhythm, etc)

55 percent body movements
(mostly facial expressions)

Nonverbal Communication in
Organizations

Environment

Body placement

Posture

Gestures

Facial expressions and movement

Clothing, dress, appearance

 Effective communication is the

combined harmony of verbal and
nonverbal actions.
Nonverbal communication consists of
body movement, facial expressions and
eye movement.

Major areas of nonverbal behaviors

are:
Eye contact
Facial expressions
Gestures

 Posture and body orientation

Proximity

Para linguistics

EYE CONTACT

EYE CONTACT
The eyes can give clues to a persons
thoughts.
When someone is excited, his pupils
dilate to four times the normal size.
An angry or negative mood causes the
pupils to contract.

EYE CONTACT
Good eye contact helps the audience
develop the interest in the speaker.

Eye-contact helps regulate the flow of

communication and reflects interest in
others.

EYE CONTACT
Direct eye-contact conveys interest,
warmth, credibility and concern.
Shifty eyes suggest dishonesty.

Downward gaze may be a sign of

submissiveness or inferiority.

FACIAL EXPRESSIONS

FACIAL EXPRESSIONS
You have 80 muscles in the face that
can create more than 7,000 facial
expressions.
The facial muscles produce the varying
facial expressions that convey information
about emotion, mood, and ideas.
Emotional expressions are one primary
result of activity by the facial muscles.

FACIAL EXPRESSIONS
There are six categories of facial
expressions:
Happiness
Sadness
Anger
Disgust
Surprise
Fear

FACIAL EXPRESSIONS
HAPPINESS

Whoever is happy will make others happy too.

-Mark Twain

FACIAL EXPRESSIONS
SADNESS

Sadness dulls the heart more than the

grossest sin
-Author Unknown

FACIAL EXPRESSIONS
ANGER

Anger is one letter short of danger

Author Unknown

FACIAL EXPRESSIONS
DISGUST
A disgusting expression
on the face is considered
negative and should be
avoided in formal
gatherings.

FACIAL EXPRESSIONS
SURPRISE

The eye-brows and the eyes

are most affected in an expression of
surprise.

FACIAL EXPRESSIONS
FEAR

There is nothing to fear, but fear itself.

GESTURES

Recognizing attitudes conveyed through Body Language

Right postures to adopt at the Work Place and postures to avoid
Pick up non-verbal signals from a customers body language
Facial expressions can enhance or detract verbal communication
Setting standards of Body Language to drive Customer Delight at
the Public Office

GESTURES
Gestures communicate as effectively as
words, sometimes even better.
Gestures support the verbal
communication.
They sometimes detract from what you
say.

GESTURES
There are some negative gestures
which should be avoided:
Pointing at people- It is perceived as
accusatory.
Fiddling with your items-It gives the
impression that you are nervous.
Dragging the feet-It implies lethargy.
Head Down- It suggests timidity.

GESTURES
Drooping shoulders- It implies
weariness and lethargy.
Weak handshake-It implies meek and
ineffectual personality.
Shifty eyes- It suggests nervousness.
Arms crossed on the chest- It is a
defensive gesture.

GESTURES
Hands in pockets- Shows disrespect,
and that you have something to hide.
Covering your mouth- It suggests you
are lying.
Shaking feet or legs- It shows
indifference and disinterest.

Avoid these hand gestures

Use these hand gestures

POSTURE AND
BODY ORIENTATION

POSTURE
Body posture can be open or closed.

Interested people pay attention and

lean forward.
Leaning backwards demonstrates
aloofness or rejection.

POSTURE
A head held straight up signals a
neutral attitude.

A head down is negative and

judgmental.
A head tilted to the side indicates
interest.

POSTURE
Some negative postures should be
avoided:
Rigid Body Posture-Anxious/ Uptight
Hunched Shoulders Lacks interest/
Feeling inferior
Crossed Arms-Protecting the body/
Negative Thoughts

What impression do the following people give

you?

What impression do the following people give

you?

PROXIMITY

Proximity is the distance people

maintain between themselves while
talking.

PROXIMITY

DISTANCE ZONES
Intimate Zone- No more than18 inches
apart (mother and baby)
Personal Distance-18 inches to 4 feet.
(Casual and personal conversations).
Social Distance-4-12 feet (impersonal,
business, social gatherings)
Public Distance-More than 12
feet( Public speaking)

PROXIMITY
Space/Distance as an indicator of
intimacy-The more we get to know
each other the more we are permitted
into each other's personal space
Space/Distance as an indicator of
status- Executives, presidents of
colleges, government officials have
large offices with big space...
secretaries have small space

PARALINGUISTICS
Para linguistics are what accompany
your words to make up for its true
meaning.
Paralanguage refers to the vocal aspect
of communication.

PARALINGUISTICS
Components of Para linguistics are:
Rate of speed- When a speaker
speaks too fast, he is seen as more
competent.
Pitch-Pitch should be changed in
accordance with the context of spoken
words.

PARALINGUISTICS
Volume- It refers to loudly we
speak.Loud people are perceived as
aggressive or over-bearing. Softspoken voices are perceived as timid or
polite.
Fillers- Words like umhh ahaaa
are used to gather thoughts.

Remember
Its Fun to be Good !

Let Em Hear you are

Listening

Listening

TWO
AND
ONE

Nature has intended us to LISTEN twice

as much as we speak!

 Decide to be a better listener .

Remember - hearing is only physical , listening is
intellectual.

There are four basic components to effective listening

listening with empathy
listening with openness
listening with awareness
listening actively

Listening with Empathy

Sometimes we do not listen to others because
we are not interested in what the other person is saying
we do not understand what the other person is saying
we do not agree with the other person

Listening with Empathy

To listen with empathy, try to identify what needs the other

person is trying to meet
Ask yourself these questions:

What need is this persons emotion(s) coming

from?
What danger is the person experiencing?
What is he or she asking for?

Listening with Empathy

Sometimes we do not listen because

we do not want to hear what is being said
we feel threatened by the content
we fear being wrong
we cannot believe that an unlikable person has
something to say that is worth considering

Listening with Openness

To listen with openness, imagine you are a

detective trying to get all the facts. You are
trying to find the truth.
View the information from the perspective of the other
person.
Consider the other persons background, culture,
history, etc.

Listening with Awareness

There are two components to listening with awareness:
being aware of conflicts between what is being said
and your own knowledge base
being aware of conflicts between the content of the
message and the body language of the speaker
(tone, voice inflections, stance, etc.)
Recognizing that conflicts can be a tool for making the
verbalized message more accurate.

Active Listening

Active listening means to be verbally involved with the

communication.
Active listening helps us to keep our minds focused on
the communication.
The three elements of active listening are
paraphrasing
clarifying
feedback

More types of Listening

Informative Listening
Relationship Listening
Appreciative Listening
Critical Listening
Discriminative Listening

Barriers to listening
Hearing what you want to hear called selective listening
Thinking of what you are going to say next
Distractions such as co-workers, noise, side
conversations etc.
Thinking about the previous customer call
Worrying about the next customer call or work in general
Stress
Getting involved emotionally (instead of logically)
Holding preconceived ideas about the callers inquiry
Thinking about personal issues
Boredom
Making assumptions rather than asking questions

Remember
Its Fun to be Good !

LUNCH BREAK

Managing Conflict in
Organizations

Management ?

What is Conflict?
Many definitions, but several common themes
Parties must perceive conflict
Opposition or incompatibility
Some form of interaction

Our definition: A process that begins when one

party perceives that another party has negatively
affected, or is about to negatively affect,
something that the first party cares about. The
process usually involves one party or group
working for its own interests and in opposition to
the interests of the other group or individual.

Why Conflict Arises

Type A Personality

Vs.

Type B Personality

Type A Personality

Highly Competitive
Strong Personality
Restless when inactive
Seeks Promotion
Punctual
Thrives on deadlines
Maybe jobs at once

Type B Personality

Works methodically
Rarely competitive
Enjoys leisure time
Does not anger easily
Does job well but
doesnt need
recognition
Easy-going

Aggressive People
Body language
Stiff and straight
Points, bangs tables to emphasize points
Folds arms across body

Verbal language
I want you to
You must
Do what I tell you!
Youre stupid!

Aggressive people
are basically
insecure.. Try to
avoid them.

Submissive people
Body Language
Avoids eye contact
Stooped posture
Speaks quietly
Fidgets

Verbal Language
Im sorry
Its all my fault
Oh dear

Submissive people
have a great sense
of inferiority

Assertive People
Body language
Stands straight
Appears composed
Smiles
Maintains eye contact

Verbal language
Lets
How shall we do this?
I think What do you
think?
I would like

What Are Some of the

Common Types of Conflict
Found in Organizations
Today?

Types of Conflict

Within an individual
Between two individuals
Within a team of individuals
Between two or more teams within an
organization

Causes of Conflict
Conflict of aims- different goals
Conflict of ideas- different
interpretations
Conflict of attitudes - different
opinions
Conflict of behavior- different
behaviors are unacceptable

Stages of Conflict
Conflict arises
Positions are stated and hardened
Actions, putting into action their chosen
plan
Resolution???

Preventing Conflict
Assess positive and negative
personality traits of people involved
Determine personality type
Aggressive
Submissive
Assertive

Assess if people are introvert or

extroverts...

Preventing Conflict
Review past conflicts
Assess communication skills of those
involved
Read body language of participants

Preventing Conflict
Try to reduce conflict
Realize that communication is colored by
personal experience, beliefs, fear,
prejudices
Try to be neutral
Plan the timing and place of the
conversation
Realize that outside stress may add to
confrontation
Eliminate/reduce external interruptions

Preventing Conflict

Manage the language used

Neutral vs. loaded words
Reduce technical language
Allow for cultural differences in language
Words may have different meanings for
different peopleask them to elaborate

Personalities who cause conflict

Aggressor
Passive
Absentee
Error prone
Negative
attitude
Chatterbox
Do nothing

Personalities who cause conflict

Unreliable
Time waster
Resentful person

Ways of Responding to Potential Conflict

High

Compete

Assertiveness of

Collaborate

Compromise

Response

Avoid
Low

Low

Accommodate
Similarity of Goals

High

Thank You