Aptitude for Service Sector

Service sector knowledge

Communication

Significance and Listening Skills

Amit Vohra
Why is communication important?
• To relay instructions/orders.
• To seek feedback.
• To communicate ideas.
• To seek information.
• To educate others
• To send information to masses
• To align objectives
Steps in communication?
Barriers in communication
• Semantic barriers
• Organizational barriers
• Interpersonal barriers
• Individual barriers
• Cross cultural barriers (geographic barriers)
• Physical barriers
• Technological barriers
 Barriers in communication
• Semantic barriers:
Different people assign different meanings to one
specific message. This is due to the problems with
meaning, significance and the sending and
reception of the meaning and content of the
message.
• Organizational barriers:
This type of barrier develops due to the problems
with physical distance between members with
respect to their functional specialization of tasks,
power, authority and status relationship, values
held and ownership of information.
 Barriers in communication

• Interpersonal barriers:
These barriers also develop in the process of
communication. They are based upon the
relationships, values held and attitudes of the
participants in the process of communication
• Individual barriers:
These are also called psycho-sociological barriers.
The problem of this barrier arises due to
differences in individual competencies to think
and act, which would include physical ailments or
handicaps
 Barriers in communication

• Cross cultural/geographic barriers:

Culture is a shared set of values and attributes of
a group. The communication barriers are also
seen, because of time, geographic locations and
the effects of time upon reception of the message
and other cross cultural factors
• Physical/media barriers:
These are also called psycho-sociological barriers.
The problem of this barrier arises due to
differences in individual competencies to think
and act, which would include physical ailments or
handicaps
Barriers in communication

• Technological barriers:
They are barriers that arise due to technological
advancement in the field of communication.
Technology generates a lot of information , which
is beyond the capacity of the recipient. Further
the media advancements on account of
technological process increase the barriers.
Listening skills ?
• Listening is the ability to accurately receive and interpret messages in the
communication process.
• Listening is key to all effective communication. Without the ability to listen
effectively, messages are easily misunderstood. As a result, communication
breaks down and the sender of the message can easily become frustrated or
irritated.
Listening Vs Hearing
 Recap
• Importance of communication
• Steps in communication
• Barriers in communication
• Listening vs Hearing
Picture Credits
• Zigya.com
• ccl.org
• Callcentrehelper.com
Thank you and I would now like to invite
questions/ queries and doubts
One of your colleagues, who is very proud and haughty, makes
fun of you in front of others and laughs at you. You would:

• 1. Remain quiet and tolerate everything.

• 2. Tell her how you feel about it and ask her to avoid doing it.

• 3. Try to change the topic of conversation.

• 4. Keep blaming yourself for not being able to say anything.

Your sister was supposed to pick you up after a function in your college. But
somehow, she gets late. You don’t have any source to contact her as she is not
carrying her phone. What would you do:

• 1. You keep waiting for her in the college.

• 2. You would pick up your bag and go to your friend's place.

• 3. You would go somewhere else to teach her a lesson.

• 4. You start shouting at her as soon as she reaches you as you are fed up of waiting

for her.
You are very tired and have to do some important work. You:

• 1. Keep thinking that you are tired and won’t be able to work.

• 2. Do the work whole-heartedly.

• 3. Would do it without thinking that you can make errors.

• 4. Finish it off.
Your teacher tells you well in advance that a certain project needs to be completed
within two weeks’ time. You would:

• 1. Do the work patiently and complete it within the given time.

• 2. Leave the work for a while thinking that it’ll be done later.

• 3. Feel panicky and start devoting all your time to it.

• 4. Ignore the work thinking that it's just a day’s job.

If you want to be successful, you should be (2016)

(1) grossly over confident

(2) confident
(3) under confident
(4) over confident
If you have just been denied promotion and your junior has been selected,
what should you do?

(1) Leave the organization

(2) Abuse the junior for manipulation and protest against the management
(3) Move the court
(4) Talk to your boss, bring out your contribution and ask for reconsideration
If you happen to on the spot of a road accident, where a person is injured, what
should you do?

(1) Call the police

(2) Inform the injured person's relative
(3) Provide him first-aid, if you can
(4) Avoid the scene of accident
In case you get angry on some issue, you should

(1) display your anger by shouting and give vent to your anger
(2) avoid the situation
(3) try to reason and delay your reactions
(4) distract your attention from the issue