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Communication Skills

Prof Bharat Nadkarni

Communication Skills

Course Content Process of Communication Communication in Organisation, Nature, Function & Scope Management of Written and Oral Communication Barriers to Effective Communication Report Writing. Communication technology & its Impact on Office Procedures and Automation.

Communication Skills Reference Books

Urmila Rai & S M Rai : Business Communication Nageshwar Rao & R P Das : Communication Skills M V Rodriques : Effective Communication Sen: Communication Skills (Prentice Hall India) J.V. Vilanilam : More Effective Communication (Sage) Mohan : developing Communication Skills (MacMillan)

Communication Skills Who are the Stakeholders of Business ? Shareholders and Promoters Customers

Suppliers and Partners (incl Contractors, Agents etc) Government Society

Communication Skills Most Admired Business Balancing and Exceeding the Expectations of all its Stakeholders. Effectiveness of Business Achievement of Objectives. Efficiency in Business Achievement of Results with the least amount of Resources.

Communication Skills Innovation The term Innovation refers to making meaningful change to improve products, programs, services, processes, or organisational effectiveness and to create new value for stakeholders. Innovation involves the adoption of an idea, process, technology, or product that is either new or new to its proposed application. Successful organisational innovation is a multistep process that involves development and knowledge sharing, a decision to implement, implementation, evaluation, and learning. Although innovation is often associated with technological innovation, it is applicable

Communication Skills To all key organisational processes that would benefit from change, whether through breakthrough improvement or change in approach or outputs. It could include fundamental changes in organisational structure to more effectively accomplish the organisational work. Indicators a) Improve profitability b) Improve customer and stakeholder satisfaction c) Reduce cycle time

Communication Skills
Emerging Waves Factor Economy Characteristic Market Players Kind of Players Price Level Consumer Technology Quality Delivery Pricing Needs Response Relation Approach Association Style Yesterday Protected Monopolistic Sellers Few National High No choice Low Average Weeks/Months/Years High Limited Sluggish Curt Mass Distant Arrogant Today Open Competitive Buyers Several Global Dropping Multiple Choice High High Off the shelf Cut-throat Enhanced Quick Respect Personalised Close Understanding

Communication Skills Changing Characteristics of Corporates Old Goal Oriented Price focused Product quality Product driven Shareholder focused Finance oriented Efficient, Stable Hierarchical Machine based Functional Rigid, Committed Local/regional/National New Vision oriented Value focused Total quality Customer driven Stake holder focused Speed oriented Innovative, entrepreneurial Flat, empowered Information based Cross functional Flexible, learning Global

Communication Skills Management of Change Change has become inevitable due to: -

Competition Growing customer needs Environment Politics

Communication Skills Communication : Definition Transfer of information and understanding from one person to another person. The word communication has been derived from Latin word Communis which means common. Communication, therefore, means establishing a commonness with some one and sharing Idea, Thought, Feeling and Attitude. Communication can be in three directions: Upward From subordinates/workers to senior officers/management Downward From Superiors/management to subordinates and workers Lateral Between colleagues, peers, interdepartmental meetings, etc.

Communication Skills Communication could be a one way or two way process. But for the communication to be effective and reliable, it should be two way as far as possible. Grapewine Communication Process (Refer next slide) Barriers to Effective Communication. Personal Barriers. Human emotions, Love, Fear, Anger, Distrust, Values Poor Listening Hearing is with ears while listening is with mind (attentiveness is the keyword in listening) Perceptions Opinionated, etc

The communication process

Encoding Process Intended Message Message and Channel Decoding Process Perceived Message


= Noise


Communication Skills Physical Barriers. Interference, Noise. Distance a. Physical b. Hierarchial Semantic Barriers. Multiple Meaning Words Language Five components which contribute to effective interpersonal communications Self Concept Who am I? Listening, Clarity of expressions, Coping with anger Self Disclosure Openness invites openness from others also.

Communication Skills Seven Essentials in Communication Candid Clear Complete Concise Concrete No vagueness, Definite Correct Courteous

Seven communication myths

We only communicate when we want to communicate Words mean the same to both the speaker and the listener We communicate chiefly with words Nonverbal communication is silent communication Communication is a one way street The message we communicate is the message that the listener receives There is no such thing as too much information

Why we communicate ??
We communicate to:
Share our ideas and opinions Provide feedback to others Get information from others Gain power and influence Develop social relationships To solve problems Motivating and other ideas you may have thought of

Excellence Behaviour Habits Attitude Thoughts Values

Communication Skills


Share your ideas to

State an opinion or position Give instructions or directions Announce a change Make presentations Participate in meetings Give information in emergencies Communicate the organizational mission, vision, and values

Obstacles to sharing ideas

Your own shyness Fear of rejection Peer pressure Unorganized thinking Others possibly becoming defensive Physical disabilities (impaired sight, hearing,

Having to deal with aggressive people

SHARE your ideas a model

State the main point of your message Highlight other important points Assure the receivers understanding React to how the receiver responds Emphasize/summarize your main ideas

Get good information to

Find out facts and details Get directions or instructions Try to understand anothers point of view Help someone solve a problem Resolve a team conflict Solve work problems

Obstacles to getting good information

Lack of trust Assuming you already know it all Jumping to conclusions Not valuing diverse opinions Weak reading skills Weak listening skills Weak questioning skills

The power of listening

The philosopher Epictetus stressed the power of listening in this quote:

Nature gave us one tongue and two ears so we could hear twice as much as we speak.

Nine Essential skills of listening

Control tendency to drift Use of variety of listening Responses Avoid interruption Take note Use active listening techniques Confirm your response is appropriate Summarize in the end Demonstrate empathy as appropriate Avoid barriers to effective listening

Give feedback when

Someone asks for your opinion Work errors occur frequently A coworkers habits disturb you A coworkers behavior has negative consequences There are unresolved problems and other ideas you may have thought of
Constructive feedback focuses on facts not people, solving problems instead of placing blame, and strengthening relationships instead of being right

Obstacles to giving constructive feedback

Separating the person from the problem Others becoming defensive or angry Fear of negative consequences (especially if the other person is a supervisor) Dealing with potential conflict (especially if the other person is aggressive) Avoiding hurt feelings Preserving relationships Not having all the facts and jumping to conclusions Choosing the right time so that the other person is most receptive

STATE feedback a model

State the constructive purpose of your feedback Tell specifically what you have observed Address and describe your reactions Tender specific suggestions for improvement Express your support and respect for the person