Presented by

J. Balaji
 Communication is a dynamic process…
 through this process we convey a
thought or feeling to someone else.
 how it is received depends on a set of
events, stimuli, that person is exposed
to.
 how you say what you say plays an
important role in communication.
What Is The Purpose of
Communication?
The purpose of Communication is
to get your message across to
others clearly and with any
ambiguity.
Communication involves an
effort from, two persons:

 The Sender, and

 The Receiver
 Itis a process that can be fraught with
errors, with messages often misinterpreted
by the Recipient.

 When such errors are not detected, it can

cause tremendous confusion, wasted effort
and missed opportunity.
Communication is successful
ONLY when both, the Sender and
the Receiver understand the
same information as a result
of the Communication.
By successfully getting across
your message, you convey your
thoughts and ideas effectively.
In today’s extremely competitive
and fast paced environment,
Communication plays a very vital
role.

Communication is paramount to
progress.
There are two players involved in
the Communication Process:

 Sender
 Receiver
The Communication Process
begins with the
Sender, who tries to get across
his thoughts, ideas.
The Sender communicates his
thoughts and ideas to an
audience. It could be one
individual or a set of individuals.
It is vitally important for the
Sender to”
 First be clear about what he wants to
Communicate.

 Then,structure the contents of his message

in a manner that clearly outlines What he
wants to communicate.
The next step for the Sender is to
understand his Target Audience.

He must be very clear about his

understanding of his Target
Audience to enable him to be
sure that What he sends to
them will be Clearly understood
by them WITHOUT ANY
AMBIGUITY.
The Sender must always
remember that the message he
sends, if it is not understood
clearly, can lead to a lot of
wasteful activity, Confusion, at
times great embarrassment.
 VERBAL
 Intra verbal: intonation of word and sound
 Extra verbal verbal: implication of words and
phrases, semantics
 NON-VERBAL
 Gestures
 Postures
 Movements
 SYMBOLIC
You need Self-Confidence
You must Understand People
You must be Enthusiastic
You must make Eye Contact
You must be Interested in
them
Hearing
Smell

Seeing
Touch
Taste
 Writing
9% Speaking
30%
Reading
16%

Listening
45%
 Unwillingness to say things differently
 Unwillingness to relate to others
differently
 Unwillingness to learn new approaches
 Lack of Self-Confidence
 Lack of Enthusiasm
 Voice quality
 Prejudice
 Disagreement between verbal and non-
verbal messages
 Negative Self Image
 Lack of Feedback
 Lack of Motivation and Training
 Language and Vocabulary Level
 Lack of Self Awareness
 Selective Perception
 Unwillingness to Change
 Lack of Interest in the Topic/Subject
 Prejudice & Belief System
 Rebuttal Instincts
 Personal Value System
 Here-and-Now internal & external factors
 Environment
 The venue
 The effect of noise
 Temperature in the room
 Other People – Status, Education
 Time
 7% WORDS
 Words are only labels and the listeners put their own
interpretation on speakers words
 38% PARALINGUISTIC
 The way in which something is said - the accent, tone and
voice modulation is important to the listener.
 55% BODY LANGUAGE
 What a speaker looks like while delivering a message
affects the listener’s understanding most.
 (P)OSTURES & GESTURES
 How do you use hand gestures? Stance?
 (E)YE CONTACT
 How’s your “Lighthouse”?
 (O)RIENTATION
 How do you position yourself?
 (P)RESENTATION
 How do you deliver your message?
 (L)OOKS
 Are your looks, appearance, dress important?
 (E)PRESSIONS OF EMOTION
 Are you using facial expressions to express emotion?
 Msg. Msg Msg Msg
Source Encoding Channel Decoding Receiver

Feedback

Context
As the Source, one needs to be clear about:

 Why you want to Communicate

And

 What you want to Communicate

 The
message is the information that you
want to Communicate.
This is the process of transferring
the information you want to
Communicate into a form that
can be sent and correctly
Decoded at the Receiver’s end.
Your success in encoding depends:
 on your ability to convey information CLEARLY &
SIMPLY.
 On your ability to anticipate & eliminate sources
of confusion.
 On your ability to know your audience…who you
are Communicating with.
Messages are conveyed through Channels:

 Verbal, face to face meetings.

 Telephone
 Video Conferencing
 Letter, memos, e’mails and reports.

Different channels have different

strengths & weaknesses.
Just as successful Encoding is a
Skill, so is successful Decoding.

Just as confusion can arise from

errors in Encoding, it can also
arise from errors in Decoding.
To be a successful
communicator, ideas, thoughts
and feelings of the audience who
receives your message, should be
considered.
These ideas, thoughts and
feelings will influence their
(audience) understanding of your
Message and their response to it.
Your audience will provide you with
feedback, verbal, non-verbal reactions to
your communicated message.

Feedback is very important. It is the only

thing that allows you to be confident that
your audience has understood your message.

If there is a misunderstanding, feedback

allows you opportunity to send the message
a second time.
The L.A.E.R. Technique, helps in
effective Communication….
This simple concept is a very useful
tool for Effective Communication.

 Listen
 Acknowledge
 Explore
 Respond
Many times, we receive calls over
the phone or we meet people who
share their thoughts and ideas
with us.

It is vital that we LISTEN

carefully to what is being said.
It is very important that we
ACKNOWLEDGE all
Communication received by us.
Even a small “THANK YOU” would
suffice.
The idea is to let the SENDER
know that you have RECEIVED his
message.
It is also very important that we
EXPLORE all possible avenues
available to us, so that we are
thoroughly prepared to properly
respond to the message we have
received.
RESPONSE should be proper and
meaningful.
The Sender should Communicate
in a manner that he is able to get
across his thoughts and ideas to
the Receiver who receives the
information he is seeking,
CLEARLY and WITHOUT ANY
AMBIGUITY.
 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 understood.
 As a result, communication breaks down and
the sender of the message can easily become
frustrated or irritated.

 Listening is Not the Same as Hearing

 To show interest, concern and concerntration
 To encourage the speaker to communicate
fully, openly and honestly
 To develop the selflessness approach, putting
the speaker first.
 To specifically focus on the messages being
communicated, avoiding distractions and
preconceptions.
 To gain a full and accurate understanding
into the speakeers point of views and ideas.
 Listeningis Hard Work
 Competition
 The Rush for Action
 Speed differences (120 wpm v/s
360 wpm)
 Lack of Training
 By not being Preoccupied
 Being Open Minded & Non Defensive
 Minimizing Interruptions
 Effective Listening is: Hearing, interpreting
when necessary, understanding the message
and relating to it.
 By Asking Questions