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24 Jan
What is communication ?
 Is it language
 Is it behavior
 Is it talking to some one
 Is it listening to some one
 Is it writing to some one
 Is it instructing some one
 Is it giving feedback
 Is it presenting some proposal to customer for approval

 In reality it is all of the
 But it some thing more
in Industry , which
makes it a
 Research shows that Communication skills is
single most important skill for growth in
 It is observed that employees give their best at
work place if they are constantly being
communicated about the organizational
environment . Expectations from them, action on
the feedback given by them , good working
relationships and transparent and open policies .
 The efficiency /effectiveness of job done
depends on HOW WE COMMUNICATE with
people internally iand externally .
 The skill in use and understanding of
words , tone ,emotions , content, clarity
, as well as understanding the needs of
other receiver makes all the difference
Communication ladder EQ
Writing & reading
Business Presentation



“Language School Ladder :form of commutation
changes as you grow
Non Small child 0-5 yrs
Communication means in org
1. Clarifies purpose of the role ,goals , and
customer requirements ?
2. Spells his expectations on the role from the
employee ?
3. Creates a monitoring mechanism .
4. Coordinates with various departments
5. Ensures delivery of the output to the
customer as per commitment ?
6. Giving instruction which are clearly
understood and acted on.
Communication also means
– Communicated knowledge that you possess
– Communicated your plan to all
– Communicated for getting consensus in the meetings
– Communicated with others to get feedback
– Communicated to bring corrections
– Communicated well to make others know that you
have done job successfully.

Communication is the means of reaching result
Leadership is nothing but
 Communicate : Vision/Mission /
 Communicate ;Data /Information
 Communicate :Control
 Communicate : Connectivity
Four key purposes
 Control
 Connectivity
 Information reach
 Inspire
Objective of communication in
Business Organization

Getting desired (superior) performance
/output from the
1. Employee
2. Team /Department
3. Organization
4. Customers /suppliers /Government
for achieving the goals .
B Band Role linkage
 Communication skills are important for
role of a Chief Manager role
 Role of Chief Manager requires
communication skill to perform the role
successfully as can be seen in the role
map given in next slide.
Role of a Chief Manager
SNo. Role of O & A Skills /Knowledge needed

1 Plan and executive routine and non routine • Planning & Execution
department work for execution • Domain knowledge
• Communication

2 Deliver performance as per customer expectations • Quality orientation
• Compliance
• Communication

3 Deeply understand next process needs and interface . • Communication
• Domain /business

4 Develop self and others • Achievement orientation
• Team work

5 Analysis & generation of key reports for top management • Communication
decisions/approvals • Analysis

6 Work as an effective team member and resolves • Team work /values
conflicts . • Communication

7 Assists in assessment and development of people • Competencies
• Communication

8 Follow and improve systems 1. Domain knowledge
2. TQM
The success in role requires
communication in the form of
following skills
1. Language proficiency (speaking /writing/ )
2. Subject /Data (Domain)
3. Emotional Competence (Use of body and emotions
for listening / emotional connectivity )
Keeping in view the context and situation .
Foundation : 1. Using Technology skill : ( MS word /xl /PowerPoint
/Video /Conference call ) as an aid to communication in new
context of IT era
 Some theory would be covered

 Then we would take different situations
and give insights of communication skills
through cases
Communication Situations at workplace : Use of four skills
One to one One to one One to many One to many
Face to face Indirect Face to face Indirect
Listening Subordinate -Boss Impact of decisions Meetings Morale /satisfaction
Feedback/counsel /actions Impact of changes
skill Understand feelings Customers voice

Listening Reading

Speaking Inspire /Motivate NA Inauguration Communication notes
Instruct/Expectations Introduction for information
skill Feedback /counsel/Train Departmental /clarification
Coach /Develop performance
Training Marketing
Seeking data /Info

Explanation /Questioning

Managing negative behaviors

Writing NA Email /Letters Circulars Project reports
SMS for Policies Strategy reports
skill data /info /orders Budget Monthly reports

Presentati NA Phone -Sales presentation Video presentations
Cell -Change Video conference

Body Yes Yes

Maximum use of different types at
B band level
 Verbal
 Speaking : Boss :Subordinate
 Presentations ;Product /changes
 Listening : Subordinate /Boss /Customer
 Non Verbal
 Writing; customer , Colleagues ,
 Body : Use of hands /eyes , head , fingers
Communication time: Break Up

Average time spent in
Forms of communication in

Writing 9%

Reading 16%
Words 7% E
m 30%
Tone 38 o Speaking
Body 55% n Listening 45%

Subject knowledge Use of IT aids
Theory of communication
 Communication at workplace is the
process of receiving or converting ideas,
data and information into knowledge and
understanding for achieving the purpose .
 Research shows that employees regularly define
“communication” as the process of receiving
(and exchanging) the information for producing
superior results .
Goals of communication in Org
Verbal results
Non verbal
Indicators To change behavior

To get and give information To get output

To persuade To ensure understanding/Build relationships
The Communication Process:



For getting desired
Input Output/performance

Tools required : Speaking/Writing

Two way
 Information is transmitted and
understood between two or more
 Effective communication ensures
that purpose of communication is
achived and both parties are
 Hence of people in organization is
related to the communication skill as
per study .