Dr. Kailas Ghodke Communication Skills 2 Presentation Content Communication Presentation Question Dr. Kailas Ghodke Communication Skills 3 Information communication revolutions Dr. Kailas Ghodke Communication Skills 5 Information communication revolutions Researchers have divided how communication works into 3 revolutions. The 1st Information Communication Revolution: The 1st written communication began with pictographs. These writings can be found on stone, which were too heavy to transfer. During this era, written communication was not mobile. Dr. Kailas Ghodke Communication Skills 6 Information communication revolutions The 2nd Information Communication Revolution: The Gutenberg press was invented. Gutenberg printed the 1st bible. The books were able to be transferred for others across the world to view. Written communication is now storable, and portable. The 3rd Information Communication Revolution: Information can now be transferred via waves, bits, and other electronic signals. Communication Dr. Kailas Ghodke Communication Skills 8 Communication The purpose of communication is to get your message (thoughts and ideas ) across to others. This is a process that involves both the sender of the message and the receiver. This process leaves room for error, with messages often misinterpreted by one or more of the parties involved. This causes unnecessary confusion and counter productivity, both personally and professionally. A message is successful only when both the sender and the receiver perceive it in the same way For successful communication - Getting your message across is of paramount importance. Dr. Kailas Ghodke Communication Skills 9 Communication Guidelines Understand what your message is What audience you are sending it to How it will be perceived The circumstances surrounding your communications, such as situational and cultural context. Dr. Kailas Ghodke Communication Skills 10 Types of Communication 1. Verbal Communication through talking and listening 2. Non-Verbal When one communicate to make other understand their felling without talking to them is called non verbal communication Non verbal communication may be in the form of written, posture , attitude , eye contact etc.
Dr. Kailas Ghodke Communication Skills 11 Elements of Communication There are three major parts in human face to face communication which are 1. Body Language 2. Voice Tonality 3. Words. Dr. Kailas Ghodke Communication Skills 12 Elements of Communication 93% (55% + 38%) of communication is nonverbal 55% body language- postures, gestures, through facial expression and eye contact 38% through tone of voice 7% Content or the words used in the communication process. Communication as information transmission Dr. Kailas Ghodke Communication Skills 14 Communication modeling Communication can be seen as processes of information transmission governed by three levels of semiotic rules: 1. Syntactic (formal properties of signs and symbols) 2. Pragmatic (concerned with the relations between signs/expressions and their users) 3. Semantic (study of relationships between signs and symbols and what they represent). Dr. Kailas Ghodke Communication Skills 15 Communication modeling contd. Therefore, communication is a kind of social interaction where at least two interacting agents share a common set of signs and a common set of semiotic rules. (This rule essentially ignores auto communication, including intrapersonal communication via diaries or self-talk). Dr. Kailas Ghodke Communication Skills 16 Simple model of Information Transmission In a simple model, information or content (e.g. a message in natural language) is sent in some form (as spoken language) from a emisor / sender / encoder to a destination / receiver / decoder. In a slightly more complex form a sender and a receiver are linked reciprocally. Dr. Kailas Ghodke Communication Skills 17 The model- Communication major dimensions scheme Dr. Kailas Ghodke Communication Skills 18 The Model - Communication code scheme Communication Process Dr. Kailas Ghodke Communication Skills 20 Communication processes Communication processes are; 1. Sender 2. Message 3. Channel 4. Receiver 5. Feedback 6. Context
Dr. Kailas Ghodke Communication Skills 21 Communication processes contd. Dr. Kailas Ghodke Communication Skills 22 Thought: First, information exists in the mind of the sender. This can be a concept, idea, information, or feelings. Encoding: Next, a message is sent to a receiver in words or other symbols. Decoding: lastly, the receiver translates the words or symbols into a concept or information that he or she can understand. Dr. Kailas Ghodke Communication Skills 23 Sender To establish yourself as an effective communicator first establish credibility - by displaying knowledge of the subject, the audience and the context in which the message is delivered. Know your audience (individuals or groups to which you are delivering your message). Failure to understand who you are communicating to will result in misunderstanding. Dr. Kailas Ghodke Communication Skills 24 Message Written, oral and nonverbal communications are effected by the senders tone, method of organization, validity of the argument, what is communicated and what is left out, as well as individual style of communicating. Messages also have intellectual and emotional components. Intellectual component is the ability to reason Emotional components present motivational appeals, ultimately changing minds and actions. Dr. Kailas Ghodke Communication Skills 25 Channel Messages are conveyed through channels Verbal Channels - face-to-face meetings, telephone and video conferencing; Written Channels - letters, emails, memos and reports. Nonverbal Channels- Body Language Dr. Kailas Ghodke Communication Skills 26 Receiver Messages are delivered and received by the audience. The audience also enters into the communication process with ideas and feelings that will undoubtedly influence their understanding of your message and their response. To be a successful communicator, you should consider these before delivering your message, acting appropriately.
Dr. Kailas Ghodke Communication Skills 27 Feedback Feedback Audience will give feedback, verbal and nonverbal reactions to your communicated message. Pay close attention to this feedback as it is crucial to ensuring the audience understood your message.
Dr. Kailas Ghodke Communication Skills 28 Context Context is the situation in which your message is delivered This may include the surrounding environment or broader culture (i.e. corporate culture, international cultures, etc.). Dr. Kailas Ghodke Communication Skills 29 Content Content is the actual words or symbols of the message which is known as language - the spoken and written words combined into phrases that make grammatical and semantic sense. We all use and interpret the meanings of words differently, so even simple messages can be misunderstood. And many words have different meanings to confuse the issue even more. Barriers to Communication Dr. Kailas Ghodke Communication Skills 31 Barriers to Communication Nothing is so simple that it cannot be misunderstood. Freeman Teague, Jr. Dr. Kailas Ghodke Communication Skills 32 Barriers to Communication contd. Removing Barriers At All These Stages: To deliver your messages effectively, you must commit to breaking down the barriers that exist in each of these stages of the communication process. Dr. Kailas Ghodke Communication Skills 33 The Importance of Removing Communication Barriers Communication barriers can pop-up at every stage of the communication process Communication barriers can create misunderstanding and confusion.
Dr. Kailas Ghodke Communication Skills 34 Types of Communication Barriers Anything that prevents understanding of the message is a barrier to communication. Many physical and psychological barriers exist: 1. Senders 2. Culture, background, and bias 3. Noise 4. Ourselves 5. Perception 6. Message 7. Environmental 8. Smothering 9. Stress Dr. Kailas Ghodke Communication Skills 35 Barriers in senders Offering too much information too fast. Take care of other peoples time, especially in todays ultra- busy society. Work on to understand your audiences culture, making sure you can converse and deliver your message to people of different backgrounds and cultures. Dr. Kailas Ghodke Communication Skills 36 Culture, background, and bias We allow our past experiences to change the meaning of the message. Culture, background, and bias they allow us to use our past experiences to understand something new But when they change the meaning of the message they interfere with the communication process. Dr. Kailas Ghodke Communication Skills 37 Noise Equipment or environmental noise impedes clear communication. The sender and the receiver must both be able to concentrate on the messages being sent to each other. Dr. Kailas Ghodke Communication Skills 38 Ourselves Focusing on ourselves, rather than the other person can lead to confusion and conflict. The "Me Generation" is out when it comes to effective communication. Some of the factors that cause this are Defensiveness (we feel someone is attacking us), Superiority (we feel we know more that the other) Ego (we feel we are the center of the activity). Dr. Kailas Ghodke Communication Skills 39 Perception If we feel the person is talking too fast, not fluently, does not articulate clearly, etc., we may dismiss the person. Also our preconceived attitudes affect our ability to listen. We listen uncritically to persons of high status and dismiss those of low status. Dr. Kailas Ghodke Communication Skills 40 Message If your message is too lengthy, disorganized, or contains errors, you can expect the message to be misunderstood and misinterpreted. Use of poor verbal and body language can also confuse the message. Distractions happen when we focus on the facts rather than the idea. Semantic (change of meaning) distractions occur when a word is used differently than you prefer. For example, the word chairman instead of chairperson, may cause you to focus on the word and not the message.
Dr. Kailas Ghodke Communication Skills 41 Environmental and Stress Environmental Bright lights, an attractive person, unusual sights, or any other stimulus provides a potential distraction. Stress People do not see things the same way when under stress. What we see and believe at a given moment is influenced by our psychological frames of references - our beliefs, values, knowledge, experiences, and goals. Dr. Kailas Ghodke Communication Skills 42 Smothering (conceal) We take it for granted that the impulse to send useful information is automatic. Not true! Too often we believe that certain information has no value to others or they are already aware of the facts. Dr. Kailas Ghodke Communication Skills 43 Barriers These barriers can be thought of as filters, that is, the message leaves the sender, goes through the above filters, and is then heard by the receiver. These filters muffle the message. To overcome these filters is through active listening and feedback. Dr. Kailas Ghodke Communication Skills 44 How to avoid Barriers? To overcome these filters barriers is through 1. Active listening 2. Feedback. Active Listening
Dr. Kailas Ghodke Communication Skills 46 Hearing V/S Listening Is Hearing and listening are the same thing? Answer A Big NO
Dr. Kailas Ghodke Communication Skills 47 Active Listening Hearing and listening are not the same thing. Hearing It is the act of perceiving sound. It is involuntary and simply refers to the reception of aural stimuli. Listening It is a selective activity which involves the reception and the interpretation of aural stimuli. It involves decoding the sound into meaning. Dr. Kailas Ghodke Communication Skills 48 Listening Listening is divided into two main categories: 1. Passive 2. Active. Passive listening It is little more that hearing. It occurs when the receiver of the message has little motivation to listen carefully, such as when listening to music, story telling, television, or when being polite.
Dr. Kailas Ghodke Communication Skills 49 Listening People speak at 100 to 175 words per minute (WPM), but they can listen intelligently at 600 to 800 WPM. Since only a part of our mind is paying attention, it is easy to go into mind drift - thinking about other things while listening to someone. Dr. Kailas Ghodke Communication Skills 50 Active listening The cure for this is active listening - which involves listening with a purpose. It may be to gain information, obtain directions, understand others, solve problems, share interest, see how another person feels, show support, etc. It requires that the listener attends to the words and the feelings of the sender for understanding. It takes the same amount or more energy than speaking. It requires the receiver to hear the various messages, understand the meaning, and then verify the meaning by offering feedback. Dr. Kailas Ghodke Communication Skills 51 Traits of active listeners 1. Spend more time listening than talking. 2. Do not finish the sentences of others. 3. Do not answer questions with questions. 4. Control biases. 5. Never daydreams or become preoccupied with their own thoughts when others talk. 6. Let the other speakers talk. Do not dominate the conversations. Dr. Kailas Ghodke Communication Skills 52 Traits of active listeners 7. Plan responses after the others have finished speaking, NOT while they are speaking. 8. Provide feedback, but do not interrupt constantly. 9. Analyze by looking at all the relevant factors and asking open-ended questions. Walk others through by summarizing. 10. Keep conversations on what others say, NOT on what interests them. 11. Take brief notes. This forces them to concentrate on what is being said. Feedback
Dr. Kailas Ghodke Communication Skills 54 Feedback When you know something, say what you know. When you don't know something, say that you don't know. That is knowledge. Kung Fu Tzu (Confucius)
Dr. Kailas Ghodke Communication Skills 55 Purpose of feedback The purpose of feedback is to alter messages so the intention of the original communicator is understood by the second communicator. It includes verbal and nonverbal responses to another person's message. Dr. Kailas Ghodke Communication Skills 56 How to give Feedback? Providing feedback is accomplished by paraphrasing the words of the sender. Restate the sender's feelings or ideas in your own words, rather than repeating their words. Your words should be saying, "This is what I understand your feelings to be, am I correct?" It not only includes verbal responses, but also nonverbal ones. Dr. Kailas Ghodke Communication Skills 57 How to give Feedback? Contd. Nonverbal responses like. Nodding your head or squeezing their hand to show agreement Dipping your eyebrows shows you don't quite understand the meaning of their last phrase Sucking air in deeply and blowing it hard shows that you are also exasperated (frustrated) with the situation. Dr. Kailas Ghodke Communication Skills 58 Carl Rogers categories of feedback Carl Rogers listed five main categories of feedback They are listed in the order in which they occur most frequently in daily conversations. We make judgments more often than we try to understand: 1. Evaluative: Making a judgment about the worth, goodness, or appropriateness of the other person's statement. 2. Interpretive: Paraphrasing - attempting to explain what the other person's statement means. Dr. Kailas Ghodke Communication Skills 59 Carl Rogers categories of feedback contd. 3. Supportive: Attempting to assist or bolster the other communicator. 4. Probing: Attempting to gain additional information, continue the discussion, or clarify a point. 5. Understanding: Attempting to discover completely what the other communicator means by her statements.
Dr. Kailas Ghodke Communication Skills 60 Imagine how much better daily communications would be if listeners tried to understand first, before they tried to evaluate what someone is saying.
Nonverbal Behaviors of Communication Dr. Kailas Ghodke Communication Skills 62 Non verbal communication It is the information that is communicated without using words. To deliver the full impact of a message, use nonverbal behaviors to raise the channel of interpersonal communication:
1. Written 2. Posture, body orientation, appearance, hairstyle, clothes, color choice 3. Gestures 4. Eye contact , Shaking hands, your breathing 5. Expression - in your eyes , Facial Expressions and smile 6. Vocal, Voice, tone and confidence 7. Proximity - How close you stand to others- personal space 8. How you listen 9. The way you move, the way you stand, the way you touch 10. Attitude 11. Silence. Dr. Kailas Ghodke Communication Skills 63 The Importance of NVC Its not always just what you say matters but also how you say it Always take care of Nonverbal cues , they are very powerful E.g.. of Non-verbal cues are gestures, eye contact, facial expressions, posture, gestures space even clothing and personal space. Be mindful of your own nonverbal cues, as well as the nonverbal cues of those around you. Keep your messages short and concise. This means preparing in advance whenever possible. Dr. Kailas Ghodke Communication Skills 64 Types Of NVC 1. Paralanguage - The vocal cues that accompany spoken language The way we say words 2. Kinesics - Body Movements 3. Occulesics - Eye behavior 4. Appearance /Artifacts.- Attractiveness Dr. Kailas Ghodke Communication Skills 65 Types Of NVC contd. 5. Proxemics- The NVC of space and distance 6. Haptics- The NVC study of touch 7. Olfactics- The NVC study of smell. 8. Chronomics- The NVC study of time 9. Facial Expressions- We have 80 muscles in our face that can create more than 7,000 facial expressions Dr. Kailas Ghodke Communication Skills 66 G. W. PORTER CATEGORIES AND FEATURES OF COMMUNICATION Dr. Kailas Ghodke Communication Skills 67 G. W. Porter Categories of Communications Categories and Features G. W. Porter divides non-verbal communication into four broad categories: 1. Physical. This is the personal type of communication. It includes facial expressions, tone of voice, sense of touch, sense of smell, and body motions. 2. Aesthetic. This is the type of communication that takes place through creative expressions: playing instrumental music, dancing, painting and sculpturing. Dr. Kailas Ghodke Communication Skills 68 G. W. Porter Categories of Communications contd. 3. Signs. This is the mechanical type of communication, which includes the use of signal flags, the 21-gun salute, horns, and sirens. 4. Symbolic. This is the type of communication that makes use of religious, status, or ego-building symbols. Dr. Kailas Ghodke Communication Skills 69 G. W. Porter Features of Communications A) Static Features 1. Distance 2. Orientation 3. Posture 4. Physical Contact B) Dynamic Features 1. Facial Expressions 2. Gestures 3. Looking Dr. Kailas Ghodke Communication Skills 70 Eye contact / Looking A major feature of social communication is eye contact. This helps to regulate the flow of communication. It can convey emotion, signal when to talk or finish, or aversion. It signals interest in others and increases the speaker's credibility. People who make eye contact open the flow of communication and convey interest, concern, warmth, and credibility. The frequency of contact suggest either interest or boredom. Dr. Kailas Ghodke Communication Skills 71 Facial Expressions A smile, frown, raised eyebrow, yawn, and sneer all convey information. Smiling is a powerful cue that transmits happiness, friendliness, warmth, and liking. So, if you smile frequently you will be perceived as more likable, friendly, warm and approachable. Smiling is often contagious and people will react favorably. They will be more comfortable around you and will want to listen more. Facial expressions continually change during interaction and are monitored constantly by the recipient. There is evidence that the meaning of these expressions may be similar across cultures.
Dr. Kailas Ghodke Communication Skills 72 Gestures If you fail to gesture while speaking you may be perceived as boring and stiff. One of the most frequently observed, but least understood, cues is a hand movement. While some gestures (e.g., a clenched fist) have universal meanings, most of the others are individually learned and idiosyncratic. A lively speaking style captures the listener's attention, makes the conversation more interesting, and facilitates understanding. Dr. Kailas Ghodke Communication Skills 73 Posture Obviously one can be lying down, seated, or standing. These are not the elements of posture that convey messages. You communicate numerous messages by the way you talk and move. Are we slouched or erect ? Are our legs crossed or our arms folded ? Such postures convey a degree of formality and the degree of relaxation in the communication exchange. Dr. Kailas Ghodke Communication Skills 74 Posture contd. Standing erect and leaning forward communicates you are approachable, receptive and friendly. Interpersonal closeness results when you and the listener face each other. Dr. Kailas Ghodke Communication Skills 75 Body Orientation People may present themselves in various ways: Face-to-face Side-to-side Or Even back-to-back. For example, cooperating people are likely to sit side-by- side while competitors frequently face one another. Speaking with your back turned or looking at the floor or ceiling should be avoided as it communicates disinterest.
Dr. Kailas Ghodke Communication Skills 76 Proximity / Distance The distance one stands from another frequently conveys a non-verbal message. Cultural norms dictate a comfortable distance for interaction with others. In some cultures it is a sign of attraction, while in others it may reflect status or the intensity of the exchange. You should look for signals of discomfort caused by invading the other person's space. Some of these are: rocking, leg swinging, tapping, and gaze aversion (dislike). Dr. Kailas Ghodke Communication Skills 77 Physical Contact Shaking hands, touching, holding, embracing, pushing, or patting on the back all convey messages. They reflect an element of intimacy or a feeling of (or lack of) attraction. Dr. Kailas Ghodke Communication Skills 78 Vocal Speaking can signal nonverbal communication when you include such vocal elements as: 1. Tone 2. Pitch 3. Rhythm 4. Timbre (resonance , Quality) 5. Loudness 6. Inflection (modulation). For maximum teaching effectiveness, learn to vary these six elements of your voice. One of the major criticisms of many speakers is that they speak in a monotone voice. Listeners perceive this type of speaker as boring and dull. Dr. Kailas Ghodke Communication Skills 79 Body Language Dr. Kailas Ghodke Communication Skills 81 Body language It is a term for communication using body movements or gestures instead of, or in addition to, sounds, verbal language or other communication. It accounts for over 90% of a conversation! It can be used to help conduct an interview, give a presentation or make that important sale: a conversation stretches so much further than speech. Body language is the reason why selling face-to-face has a huge advantage over selling by phone.
Dr. Kailas Ghodke Communication Skills 82 Body language It forms part of the category of paralanguage, which describes all forms of human communication that are not verbal language. This includes the most subtle of movements that many people are not aware of, including winking and slight movement of the eyebrows. In addition body language can also incorporate the use of facial expressions. Dr. Kailas Ghodke Communication Skills 83 Body Language Body Language Communicator Send out Receiv ed Mode Facial Body Move ment Tone of Voice Control Volunt ary Contr ol Involu ntary Contr ol Concordance All Modes send messa ge in Conco rdanc e Dis conco rdanc e = Lie Dr. Kailas Ghodke Communication Skills 84 Dr. Kailas Ghodke Communication Skills 85 Body language (hand gestures) of US Marine Corps General Michael W. Hagee Dr. Kailas Ghodke Communication Skills 86 Examples Of Body Language Sr. No. Nonverbal Behaviour Interpretation 1 Brisk, erect walk Confidence 2 Standing with hands on hips Readiness, aggression 3 Sitting with legs crossed, foot kicking slightly Boredom 4 Sitting, legs apart Open, relaxed 5 Arms crossed on chest Defensiveness Person is putting barrier between themselves and others 6 Walking with hands in pockets, shoulders hunched Dejection 7 Hand to cheek Evaluation, thinking 8 Touching, slightly rubbing nose Rejection, doubt, lying 9 Rubbing the eye Doubt, disbelief 10 Hands clasped behind back Anger, frustration, apprehension Dr. Kailas Ghodke Communication Skills 87 Dr. Kailas Ghodke Communication Skills 88 Examples Of Body Language contd. Sr. No. Nonverbal Behaviour Interpretation 11 Locked ankles Apprehension 12 Head resting in hand, tilting at one side, eyes downcast Boredom 13 Rubbing hands Anticipation 14 Sitting with hands clasped behind head, legs crossed Confidence, superiority 15 Open palm Sincerity, openness, innocence 16 Pinching bridge of nose, eyes closed Negative evaluation 17 Tapping or drumming fingers Impatience 18 Steepling fingers Authoritative 19 Patting/fondling hair Lack of self-confidence; insecurity 20 Tilted head Interest 21 Stroking chin Trying to make a decision Dr. Kailas Ghodke Communication Skills 89 Examples Of Body Language contd. Sr. No. Nonverbal Behaviour Interpretation 22 Looking down, face turned away Disbelief 23 Biting nails Insecurity, nervousness 24 Pulling or tugging at ear Indecision 25 Leaning forward Intrested 26 Leaning away from the speaker. Expressing opposition 27 Consistent eye contact Thinking positively 28 Lack of eye contact indicate negativity. 29 Looking at you but is making the arms-across-chest signal The eye contact indicates something is bothering, and he wants to talk about it. 30 averted gaze, touching the ear or scratching the chin. Disbelief 31 Female crosses her legs towards a male she is interested in. Sexual desire Dr. Kailas Ghodke Communication Skills 90 Speaking Too Quickly Dr. Kailas Ghodke Communication Skills 92 A lot of us speak quickly when we are on the Phone or with our customers / clients. Sometimes it is a habit or we are in a hurry Whatever the case, it is a habit that can cost us business. Dr. Kailas Ghodke Communication Skills 93 Problems with speaking quickly . When you speak quickly, it affects other vocal issues. Speed affects the clarity of words. The lips, teeth and tongue cant get into the right position in your mouth. Customers expect to hear the words as they learned them. If you are slipping over syllables or eliminating them all together, customers start focusing on what you just said, versus what you are currently saying. They feel like they are translating a foreign language. It affects comprehension. Especially a person whose mother tongue is not English, it may be difficult for them to make any sense out of what you are saying. Dr. Kailas Ghodke Communication Skills 94 Problems with speaking quickly . Contd. Affects the tone of your voice. It is impossible to sound friendly, sincere or empathetic without pausing. Voice became monotone. If the voice is a monotone, the customer concludes you are disinterested. Who wants to do business with someone who is disinterested?
Dr. Kailas Ghodke Communication Skills 95 Ways to slow down 1. First, get into the mind set that when you are at work; put cash on voice, the voice that earns you a living. Actors, Show host, Radio jokey they all speak a lot slower on television than they do when they are with friends and family. They know that if they speak quickly, viewers will be complaining, and they will lose their jobs. Dr. Kailas Ghodke Communication Skills 96 Ways to slow down contd. 2. Secondly - Artist learn is the value of pausing. In fact, they pause a lot. They pause not only at the end of sentences and clauses, but whenever they want to emphasize a point or idea. More you pause, the more the listeners understand. Dr. Kailas Ghodke Communication Skills 97 Ways to slow down contd. To get comfortable pausing, use your voice mail system to give you feedback. When you send internal voice mail messages, press review before you press send. If you hear yourself speaking quickly, redo the message until you are satisfied. Get feedback from family members and friends . Ask them to tell you to pause more or to remind you that you are mumbling. Dr. Kailas Ghodke Communication Skills 98 Ways to slow down contd. 3. Thirdly slow down yourself Fast talkers also mumble (murmur / speak unclearly). Read out loud to your child (if you have one or ..). Children demand that you really get into the story. They will tell you to slow down because they want to enjoy the story. As you drive down the street, use your car as a laboratory. Say out loud what you are seeing and over - enunciate (Pronounce) each word. No one will hear you. Over - enunciating will get you used to saying every syllable in the word.
Dr. Kailas Ghodke Communication Skills 99 Ways to slow down contd. While speaking quickly is a habit, it is not a habit that helps you to develop relationships with your customers. The more you pause, the more they feel you care. The less likely they are to become upset. A one or two second pause can make a huge difference. Put on your cash voice and see what a difference it will make. Dr. Kailas Ghodke Communication Skills 100 It is not what you know but how you communicate it that makes a difference.
Speaking Hints
Dr. Kailas Ghodke Communication Skills 102 Speak comfortable words! William Shakespeare Dr. Kailas Ghodke Communication Skills 103 Speaking Hints 1. When speaking or trying to explain something, ask the listeners if they are following you. 2. Ensure the receiver has a chance to comment or ask questions. 3. Try to put yourself in the other person's shoes - consider the feelings of the receiver. 4. Be clear about what you say. Dr. Kailas Ghodke Communication Skills 104 Speaking Hints 5. Look at the receiver. 6. Make sure your words match your tone and body language (Nonverbal Behaviors). 7. Vary your tone and pace. 8. Do not be vague, but on the other hand, do not complicate what you are saying with too much detail. 9. Do not ignore signs of confusion. Dr. Kailas Ghodke Communication Skills 105 Enhancing your communications Eye contact is an important step in sending and receiving messages. Eye contact can be a signal of interest, a signal of recognition, even a sign of honesty and credibility. Closely linked to eye contact are facial expressions, which can reflect attitudes and emotions. Posture can also be used to more effectively communicate your message. Clothing is important. By dressing for your job, you show respect for the values and conventions of your organization. Dr. Kailas Ghodke Communication Skills 106 Enhancing your communications contd. Do not invade personal space by getting too close and do not confuse communications by trying to exchange messages from too far away. Be aware of your gestures, tone of voice, movement and facial expressions. How to Detect Lies Dr. Kailas Ghodke Communication Skills 108 How to Detect Lies The techniques of How to Detect Lies is often used by police, and security experts. This knowledge is also useful for managers, employers, and for anyone to use in everyday situations where telling the truth from a lie can help prevent you from being a victim of fraud/scams and other deceptions.
Dr. Kailas Ghodke Communication Skills 109 Warning Sometimes Ignorance is bliss; after gaining this knowledge, you may be hurt when it is obvious that someone is lying to you.
Dr. Kailas Ghodke Communication Skills 110 Signs of Deception (Dishonesty) 1. Body Language of Lies 2. Emotional Gestures & Contradiction 3. Interactions and Reactions 4. Verbal Context and Content 5. Other signs of a lie Dr. Kailas Ghodke Communication Skills 111 1) Body Language of Lies 1. Physical expression Physical expression will be limited and stiff, with few arm and hand movements. Hand, arm and leg movement are toward their own body the liar takes up less space.
2. Eye contact. A person who is lying to you will avoid making eye contact.
3. Movement of Hands Hands touching their face, throat & mouth. Touching or scratching the nose or behind their ear. Not likely to touch his chest/heart with an open hand. Dr. Kailas Ghodke Communication Skills 112 Dr. Kailas Ghodke Communication Skills 113 Dr. Kailas Ghodke Communication Skills 114 2) Emotional Gestures & Contradiction 1. Timing and duration of emotional gestures and emotions are off a normal pace. The display of emotion is delayed, stays longer it would naturally, then stops suddenly. 2. Timing is off between emotions gestures/expressions and words. Example: Someone says "I love it!" when receiving a gift, and then smile after making that statement, rather then at the same time the statement is made. Dr. Kailas Ghodke Communication Skills 115 2) Emotional Gestures & Contradiction contd. 3. Gestures/expressions dont match the verbal statement, such as frowning when saying I love you. 4. Expressions are limited to mouth movements when someone is faking emotions like happy, surprised, sad, awe (fear) instead of the whole face. For example; when someone smiles naturally their whole face is involved: jaw/cheek movement, eyes and forehead push down, etc.
Dr. Kailas Ghodke Communication Skills 116 3) Interactions and Reactions A guilty person gets defensive. An innocent person will often go on the offensive. A liar is uncomfortable facing his questioner/accuser and may turn his head or body away. A liar might unconsciously place objects (book, coffee cup, etc.) between themselves and you. Dr. Kailas Ghodke Communication Skills 117 4) Verbal Context and Content i. A liar will use your words to make answer a question. When asked, Did you eat the last cookie? The liar answers, No, I did not eat the last cookie. ii. A statement with a contraction (short) is more likely to be truthful: I didn't do it instead of I did not do it iii. Liars sometimes avoid "lying" by not making direct statements. They imply answers instead of denying something directly. iv. The guilty person may speak more than natural, adding unnecessary details to convince you... they are not comfortable with silence or pauses in the conversation. Dr. Kailas Ghodke Communication Skills 118 4) Verbal Context and Content v. A liar may leave out pronouns and speak in a monotonous tone. When a truthful statement is made the pronoun is emphasized as much or more than the rest of the words in a statement. vi. Words may be garbled and spoken softly, and syntax and grammar may be off. In other words, his sentences will likely be muddled rather than emphasized. Dr. Kailas Ghodke Communication Skills 119 5) Other signs of a lie If you believe someone is lying, then change subject of a conversation quickly, a liar follows along willingly and becomes more relaxed. The guilty wants the subject changed; an innocent person may be confused by the sudden change in topics and will want to back to the previous subject. Workshop Dr. Kailas Ghodke Communication Skills 121 Can you guess the nonverbal body language the faces below are communicating? 1 7 6 5 4 3 2 8 Dr. Kailas Ghodke Communication Skills 122 Answer Dr. Kailas Ghodke Communication Skills 123 Communication Strategies Dr. Kailas Ghodke Communication Skills 125 Communication Strategies - Care SOLER (Egan, 1986) is a technique used by care workers. It helps the clients or patients to trust the care-giver and to feel safe and helps in effective communication. SOLER is: S Sit squarely in relation to the patient O Open position L Lean slightly towards the patient E Eye contact R Relax Dr. Kailas Ghodke Communication Skills 126 Oral presentations Sr. No. Skills Criteria 1 Select and organise information Relevance of information Amount appropriate to the time available Brief introduction Argument is well organised, using markers Short conclusion or link (if in group) 2 Project confidence and enthusiasm Strong stance, calm appearance, eye contact Minimal reference to notes 3 Use audio-visuals effectively Clear speech Steady pace Some modulation Appropriate emphasis Explain or define new terms Avoid jargon and long sentences 4 Use audio-visuals effectively Over Head Transparencies (OHTs) not crowded Equipment used with ease Information selected that assists the audience 5 Respond to the audience Counter arguments explained Own argument summarised Active listening and focused response Dr. Kailas Ghodke Communication Skills 127 Short answers Sr. No. Skills Criteria 1 Analyse the question The question is answered 2 Select relevant information The content is all relevant to the question 3 Think critically and analytically The answer shows understanding of how key aspects relate Information is questioned 4 Begin with a proposition The proposition shows understanding of the question and indicates the points to be covered The final sentence summarises 5 Present an argument The argument is logical and concise Presentation Planning Dr. Kailas Ghodke Communication Skills 129 1) Presentation Does your introduction grab participants attention and explain your objectives? Do you follow this by clearly defining the points of the presentation? Are these main points in logical sequence? Do these flow well? Do the main points need support from visual aids? Does your closing summarize the presentation clearly and concisely? Is the conclusion strong? Have your tied the conclusion to the introduction? Did you demand sale? Dr. Kailas Ghodke Communication Skills 130 2) Delivery Are you knowledgeable about the product covered in your presentation? Do you have your promotional inputs in order? Where and how will you present (indoors, outdoors, standing, sitting, etc.)? Have you checked and practice your visual aids, brochure and other promotional inputs? Dr. Kailas Ghodke Communication Skills 131 3) Appearance Make sure you are dressed and groomed appropriately and in keeping with the audiences expectations. Practice your speech standing (or sitting, if applicable), paying close attention to your body language, even your posture, both of which will be assessed by the audience.
Dr. Kailas Ghodke Communication Skills 132 4) Visual Aids Are the visual aids easy to read and easy to understand? Did you understand the Visual aid? Are they are in proper condition? Can doctor see them easily while you are detailing them?
Dr. Kailas Ghodke Communication Skills 133 Basic structure of a sales presentation Opening Get attention Create interest and sustain it (Joke , Graph, Picture etc.) Present benefits Demonstrate Feedback Handle objection Close
Dr. Kailas Ghodke Communication Skills 134 Dr. Kailas Ghodke Communication Skills 135 Dr. Kailas Ghodke Communication Skills 136 Dr. Kailas Ghodke Communication Skills 137