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What do you mean by “Communication” “Communis”- Common Understood by ALL
Where do we communicate?
Within an organisation
With family & friends With customers and vendors
Communication is a one way street We only communicate when we want to communicate Words mean the same to both the speaker and the listener We communicate only through words Non Verbal Communication is silent communication The message we communicate is the message that the listener receives There is no such thing as too much information
Benefits of Good Communication
Leads to personal effectiveness Helps to network with people Helps to collaborate with others at workplace Motivates others for enhanced performance Builds better understanding Creates better interpersonal relations Increases listening ability Enables all to appreciate change Creates better environment for knowing why there is change
What is Communication?
Communication is a process in which two or more parties interact with each other and exchange information Communication: A two way process
Initiates a thought/feeling Encodes it into words Transmits it
Decodes the message Assigns thought/feelings to a response Encodes a response Sends a message back
•Sender- Initiates the action of Communication •Receiver- Person for whom the communication is initiated •Goal/Purpose- Reason for communication •Message- Information to be conveyed •Medium/ Channel- Means or Methods of conveying the message •Feedback- Response of the receiver as observed by the sender •Environment- Background where the communication takes place
The TWO WAY Communication Process
Visual Something which can be seen
Kinesthetic Study of body movements
Auditory Something which can be heard
Why is communication important?
It is believed that we spend 75% of our time communicating 30% speaking 45% listening
AMLA CHARU COMMUNICATION
What strikes us about this communication? What kind of communication was taking place? Did you feel unpleasant about the communication? Why? What should have been done? Why did Amla look at Charu that way? Did Charu go wrong somewhere?
Effective Communication involves
Information seeking (asking questions) Information giving (feedback, convincing) Arranging the thoughts systematically and logically Planning and thinking before speaking Listening Using simple and short sentences Using correct tone of voice Maintaining the correct rate of speech Using your body to compliment your words
Implementing Effective Communication
Breakdown in communication can be avoided by: Choosing the right environment Using language appropriate to your audience Being balanced in your thinking Curtailing excessive humour Refraining from use of controversial language & gestures Being empathetic Being a good listener Not indulging in cross conversation Not letting ego come in the way
Barriers to Effective Communication
Noise Technical faults Frame of mind Accent & language Using difficult words Not listening Interrupting
Types of Communication
Types of Communication
External / Internal Formal / Informal
Types of Oral Communication
Verbal communication is not just a process of talking aloud, but a process that involves linguistic skills, tone and tempo
Eye contact Facial expressions Body language Gestures Rhythm & pacing Energy
Importance of Body Language
Your ability to read and understand the other person's Body Language can make the difference between making a great impression or a very bad one!
A good first impression is half the battle won!
Why do we need to understand body language?
Improves Communication Skills Increases Personal Effectiveness Advances your Personal and Professional Targets
Body Language Indicators
The Eyes The Mouth Facial Signals The Head The Hands The Feet
Greeting Behaviour or Habit Silence Physical Contact Zones & Distances
What is Listening?
Listening is different from hearing Listening is more active It involves hearing a sound & understanding it The next step involves sending a feedback that includes an acknowledgement
How to be a Good Listener ?
Maintain Eye Contact Observe Body Language Respond Avoid Interruptions Pay Complete Attention to the Speaker Listen Actively
Hearing Vs Listening
Hearing : Is physiological. It is the body’s response to sound waves
Listening: Is an intentional activity. It means giving full attention to what is being said & giving necessary feedback
WHY SHOULD WE LISTEN ?
FOR INFORMATION FOR EVALUATING FOR NEGOTIATING FOR PERSUADING FOR BUILDING A STRONG RAPPORT FOR PROBLEM SOLVING
Effective Active Listening
Encourage others to Talk Paraphrase and Repeat
Make No Assumptions
LISTENING PROCESS S - I - E -R
Step One: Sensing the message and the stimuli that goes with it Step Two: Interpreting it (to be sure you understand) Step Three: Evaluating it (never judge before you understand) Step Four: Reacting (either verbally or non-verbally)
TYPES OF LISTENING
INTENSIVE LISTENING CASUAL LISTENING EMPATHIC LISTENING
Evaluate – search for evidence that the speaker might use to support their statements Anticipate – tries to predict what the next point will be Review – mentally summarizes the main points the speaker has covered Speculate – read between the lines to ask: “What is he/she really saying?”
As the saying goes…
Listen a hundred time
Speak but once
Ponder a thousand times
What is Probing?
Asking questions & gathering more information about the situation Clarifying things that you haven’t understood Probes can be open as well as closed
Let’s ask Meaningful Questions Where What When Who Why Have Do Which
Planned pauses Periods of silence Limited choice questions: “Would you like to call back or should I call you?” Leading questions: “Don’t you feel that….” “Would you agree that ….”
Link questions : “You said you would like a better model, but you have a price limit. Have you thought about credit terms?”
Have you faced a situation when you had to be assertive ?
Assertive Communication is..
A person communicates assertively by not being afraid to speak his or her mind or trying to influence others, But doing so in a way that respects the personal boundaries of others
Benefits of Assertive Communication
Your needs, wants & feelings are understood You experience fewer conflicts and arguments You have a better chance of getting what you want Your confidence and self-esteem are enhanced You feel in control of your own life Both parties feel respected and heard The relationship is strengthened by the exchange
Assertiveness is not:
Getting your own way and winning every time A series of quick fix tricks to handle difficult situations Manipulating others to get your own way
Types of Behaviour
Types of Behaviour
Submissive Assertive Aggressive
Not expressing your own needs, thoughts and feelings and ignoring yourself in such a way as to allow others to force their wants and desires on you
Expressing your needs, thoughts and feelings honestly and directly without violating the rights of others
Expressing your needs thoughts and feelings in a way that humiliates or dominates others or ignores the rights of others
Communication can be:
Let’s Compare the Three Behaviors
Does not express wants & ideas
Expresses wants & ideas in a direct way
Expresses wants & ideas in a curt & impolite way Feels self-righteous & superior about self Self enhancing at the expense of others Achieves desired goals at the expense of others
Feels anxious & disappointed with self, often angry Self denying
Feels confident & good about self Self enhancing
Does not achieve desired goals
Will achieve desired goals taking others along
Others Choose Others feel pity, disgust & irritation
Chooses for others Others find impolite , rude & offensive
Chooses for self Others respect & value
Verbal Language Comparison
Exceptionally polite, uncertain, suggests lack of confidence, uses a lot of filler words Example: ..would you mind very much if… May be… sorry to bother you but… filler words:-Uh..sort of.. I keep trying but.. Doesn’t matter.
Clear & direct, certain, suggests confidence
Authoritative, rude, impolite, gives order, over confident
Example: I think…I feel…I want… Let’s do this….. how can we resolve it. My opinion is… As I see it.. What do you think.. How does this affect you.
Example: You’d better…do it now… you should that’s rubbish you must be joking… It was your fault…
Body Language Comparison
Shrinking posture; Head down Little eye contact, glancing away Smiling even when upset Soft hesitant voice, words trailing at the end Arms / hands still & aimless Walks either slowly & hesitantly OR fast & jerkily
Upright posture; Head firm yet not rigid Regular eye contact, Direct yet not staring Expressions as per mood Voice well modulated to fit Content Arms / hands relaxed & move easily Walks in a measured pace suitable for action
Leans forward in posture, Chin jutting out Glaring eye contact,strongly focused & staring Expressions set & firm Voice loud & emphatic Sharp gestures, fingers Pointing Walks either in slow & heavy way OR fast & hard
Learning “How” to be Assertive
The Assertive Person
Uses good eye-contact Has control over volume, tone, rate and quality of voice Has an expressive face which matches what is being said Is aware of positive and assertive stance Has a style of dress which adds to his/her confidence
The Assertive Script
Describe……..the situation as you see it Express……..how you feel about the situation Empathise……recognise the other person’s point of view Specify …what is it you would like to be different Choose……indicate the choices open for you resulting from the others response to your request
How to be Assertive
Be honest and direct about your feelings, needs & beliefs; express yourself firmly and directly Be aware of your body language, tone of voice & maintain eye contact Be honest when giving or receiving feedback Be reasonable in your requests Learn to say “no” to unreasonable expectations; don’t let others impose their values/ideas on you Recognise and respect the rights of those around you Use “I” statements to express self
And I Must…
Respect myself because of who I am Lead my life…pursue goals, dreams etc Have my own values, beliefs etc Tell others how I wish to be treated Change my mind and make mistakes without being ridiculed Have positive, healthy, satisfying relationships in which I am safe and respected Change and develop my life Be happy and at peace
Assertiveness does not… Just happen Guarantee you happiness or fair treatment Will not solve all your problems Guarantee you will get what you want
Hurdles to Assertiveness Low or High self esteem
Negative self concept or Over Confidence Negative self talk or Superiority Complex Fear about conflict, so avoid Aggressive behaviour deepens conflict
Inability to handle conflict
Inability to express your compliments, resentments Inability to respond to situation
What is Self Esteem?
It is the opinion you have about your self, based on the following: Value as a person The job you do Your achievements How you think others see you Your purpose in life Your potential for success Your strengths & weaknesses Your ability to ‘stand on your own feet’
We need Self Esteem as it..
Is essential for success Helps you to lead life with a positive attitude
Does Assertiveness boost Self- Esteem?
Assertive behaviour is positive behaviour. If you are an assertive person, you would be confident to stand up & be counted. You will voice your opinion & stand by it
Don’t be Submissive
If you are submissive & feel that you have not spoken up for yourself in any situation, you may not only lose out but also you will feel demotivated
It may also cause depression & low self-esteem
Workplace Communication Be Assertive with Subordinates Peers Customers Vendors
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