ORGANIZATIONAL COMMUNICATIONS

MBA & MCS, B. 320

CHAPTER: 6

THE RESPONSE: FEEDBACK

BY

DR. M. AZIZULLAH KHAN WAZIR

Dated: 03-12-2020

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COMMUNICATION MODEL
 Communication Model has 5 Variables.
 Its study may enable you to devise Communication Strategy.

Message

Communicator Audience

Response

Social Environment
KEEPING IN VIEW THE INTERDEPENDANCE OF THESE VARIABLES, NOW ATER
DISCUSSING THE ENVIRONMENTS, WE NEED TO EXAMINE THE RESPONSE.
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OBJECTIVES OF CHAPTER NO: 6
 UPTILL NOW YOU LEARNED:
 Analyze your Environment;
 Increase your Credibility;
 Analyze your audience, and;
 Structure your Message.
 NOW YOU WILL BE PREPARED TO LEARN:
 To respond to other people’s messages
effectively through “listening and reading”,
and;
 To Affect and Change other people
through Giving and Receiving Feedback.
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OUTLINE OF THE CHAPTER NO: 6
 Listening Skills:
 How you Look?
 How you Feel and Think?
 What to Say?
 Reading Skills:
 Reading Comprehension.
 Reading Speed.
 Feedback Skills:
 Giving Feedback.
 Receiving Feedback.
 Peers Feedback 4
 LISTENING SKILLS
 Listening is very important, and the most
difficult communication skill in business.
 Business people spend 45 to 63% time on
listening.
 You need to be an effective listener for brain
storming, dispute resolutions, interviewing,
collecting data, talking on phones, attending
meeting etc. etc.
 To learn New Ideas, you need to Listen.
 Being so important, then why is it so difficult?
 It is difficult due to various blocks:
 Internal blocks, and;
 External blocks.
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 …LISTENING SKILLS
INTERNAL BLOCKS:

The major internal block is due to your ability to think

much faster then the speaker. Speaking can be between
80 to 160 words per minute, while thinking (processing
information) goes to 600 per minute. This extra time may
take you to unrelated topics.

You may have gotten into the habit of “turning out”

noise. As you receive many sounds, so noise can turn off
automatically in your head.

Another block is emotional. It’s too hard to not jump into

conclusions. When we don’t agree to new ideas, concepts
we mostly jump into defending our position.
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 …LISTENING SKILLS
EXTERNAL BLOCKS:

We might be distracted by using telephones, clattering

typewriters, conservations, change in weather, papers on
your table reminding you other works.

We don’t have time.

Other friends, subordinates and customers take their

idea or problems somewhere else also. Your subordinates
may seek your friends interface and customers may turn
to your competitors etc. etc.
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 OVERCOMING BLOCKS TO
GOOD LISTENING

 While overcoming blocks to good

listening, we need to enhance our
listening ability by taking the following
steps:

 To improve “How you look”;

 To improve “How you think”, and;
 To improve “What you say”?
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…OVERCOMING BLOCKS TO
GOOD LISTENING
HOW YOU LOOK?

Consider your posture. Is it “open posture” means that

you are facing others and looking alert? On the other hand,
there is the “closed posture”, when you are turning away
and showing least interest. Then comes the “aggressive
posture”.

Analyze your Gesture:

 Open expression Gesture;
 Nervous Gestures (cleaning nails, drumming fingers
etc.) and;
 Do not keep objects like pen, jewelry, etc. that
distracts you.
.

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…OVERCOMING BLOCKS TO
GOOD LISTENING
HOW YOU LOOK?

Face Expressions:
 Avoid deadpan, stony face, and;
 Look interested (Eyebrow use, smiling and nodding
head).

Eye Contact:
 Much research is done on eye contact;
 40% time while taking and 75% of time while listening.
 Less eye contact means no interest.
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…OVERCOMING BLOCKS TO
GOOD LISTENING
HOW YOU LOOK?

Distance:
 Avoid getting too Close;
 Normally 18 inches to 4 feet area is the most
recommended case;
 So too close contact may distract the
listener.

The most important thing to be kept in mind is

about the non verbal signals of the listening, as to
how they make speaker feel. Your inappropriate
nonverbal cues make the other person feel that
you are not interested. 11
…OVERCOMING BLOCKS TO
GOOD LISTENING
HOW YOU FEEL AND THINK?

You can’t fake listening by mechanically nodding

and maintaining Eye Contact.

Good listening must be Sincere and you need to take

the following course of action:

 Control your feeling of interrupting speaker;

 Avoid interruption upfront before completion of
talk;
 Listening first and;
 Empathize with the speaker.

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…OVERCOMING BLOCKS TO
GOOD LISTENING
HOW YOU FEEL AND THINK?

Avoid prejudging speakers topic:

 Do not be overtaken by speaker, look, dress,
color, voice, skin or sex;
 In case of topic of no concern give new topic
a chance.

Think objectively and analytically:

 Analyze key contents, main ideas and key
words;
 Later seek clarification with explaining your
own understanding of the topic.
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 …OVERCOMING BLOCKS TO
GOOD LISTENING
HOW YOU FEEL AND THINK?

Do not take Overly Detailed Notes:

 Some listening experts say that do not take notes as it
distracting you from speaker;
 Other recommend taking notes organize and help
remember ideas, and;
 But it should be in a Balance way. Do it if you are
interviewing 25 people a day. Forget if you subordinate
comes explaining his/her problem.

Above all, besides listening for the speakers’s contents, the

speakers feelings too should be Analyzed.

Be aware of the speakers Voice, Volume, Facial Expressions

and Body Movements.
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 …OVERCOMING BLOCKS TO
GOOD LISTENING
WHAT TO SAY?

People prefer talking, so feel unhappy with

listening.

But we need to learn, “ to Tolerate Silence”.

Your tolerance with Silence gives other Chance

to Talk.

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 …OVERCOMING BLOCKS TO
GOOD LISTENING
WHAT TO SAY?

Besides Silence you might say a few Words to

encourage others to talk, like:
 First ask general Questions so that speaker start;
 Second, rephrase and restate ideas as you
understood, so speaker and you both know each
other having been comprehended, and;
 Finally use brief Phrases, such as “I see”, “oh
God”, “Okay” etc. etc.

All such teachings will enable you to grow

personally, and that you will be more effective
during such interactions.
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 GUIDELINES TO IMPROVE
LISTENING
 How you look?
 Posture;
 Gestures;
 Facial expression;
 Eye contact;
 Distance.

 How you Feel & Think?

 Feeling.
 Thinking

 What to Say?

These three Techniques of Looking Interested, Thinking

Nonjudgmentally un-till the Speaker has finished, and
Remaining Silent, will make your Career more Rewarding, and
that you will remain more effective during Listening.
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 READING SKILLS

 Reading is to writing as listening is to speaking.

 You gain from reading as you gain from listening.

 Therefore, like effective listening, the effective

reading also involves:

 Your Control on Feelings;

 Do not stop reading because you disagree;
 Avoid pre-judging the Topics or Writing, and;
 Give a Chance to the New Topics and Bad Idea.

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 …READING SKILLS

 Good reading involves Anticipating,

Summarizing and Concentration.
 The Reading Comprehension (Active Reading)
and Reading Speed depends upon:
 Ask Questions, and;
 Use Recall Techniques:
 Structure;
 Annotation, and;
 Summarize .
 Reading Speed
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 …READING SKILLS
READING COMPREHENSION:

When you read the major block is that you have no Human
Contract with the writer, as the writer is not at the spot.
So it is important to Engage ourselves in a Mental Dialogue
with the Writer.
This dialogue is called, “Active Reading”.
Thus, now you are Actively Involved instead of Passively
Involved.
Reading experts feel that Active Reading:
 Increase Comprehension;
 Improve Concentration;
 Overcome Boredom, and;
 Stimulate Creativity.
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 …READING SKILLS
READING COMPREHENSION:

Ask Questions. The first way to become an Active Reader is

to ask question, which can be simply from memory to complex
evaluation.
Ask questions before, during and after reading as follow:
 Before reading ask yourself the purpose of your reading.
Develop question on the title, subtitles and introduction. It
will increase your anticipation and interest.
 During Reading, turn Headings & Topic Sentences in to
questions. Ask questions as you are talking to the Writer.
With such questions in mind, now, you will read for
Answering these questions.
 After Reading, now raise questions about its Validity, its
Applications, and its Relationship to what you already know.
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 …READING SKILLS
READING COMPREHENSION:

Use Re-call Technique. The second way to become Active

Reader is Recall Technique. It can be either Mental (you
make summary to yourself) or Written (such as notes or
underlining). Recall technique may include Three
Components:

 Structuring. Locate main points, sub-headings, paragraphs.

 Annotating. Make structure like underlining, highlighting, which
should show three levels of importance. You can opt for Circles,
Underlining, and Bracketing for bifurcation of topics.
 Summarizing. Summary is written in your own words, which
includes the Conclusions and Main Ideas. It is most useful for
Retention
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 …READING SKILLS
READING SPEED:

The average Reading Rate is 250 words per

minute.
The effective way of reading is Flexibility.
You should Learn to read different kinds of
Material at different Speeds, with the following
advice in mind:
 Don’t Speed-read every reading material;
 Also, you don’t need to bother about reading every
reading material with Detail and Care, and;
 Learn about the SARAS Method of Reading.
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 …READING SKILLS:
SARAS METHOD
1. Survey

2. Analyze

3. Read at Appropriate Speed

Speed-Reading General-Reading Careful-Reading

Skimming Accelerating Phrase-reading

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 …READING SKILLS
READING SPEED:

Survey: The first step in the SARAS method is

survey.
 Survey does not mean speed reading but
previewing the material by reading certain items
very carefully and completely skipping all the
rest.
 In survey, read the beginning (cover, preface,
introduction), the end (summaries or
conclusions), and the structural clues (the table
of contents).
 The survey allows you to understand quickly the
overall organization and main points before you
read the material.
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 …READING SKILLS
READING SPEED:

Analyze: while analyzing, now you will be able after

the survey to decide, weather:
 To read the entire selection;
 Read only certain parts of the selection, or;
 Not read it at all.
Read at the Appropriate Speed. There are three
basic steps involved in this Technique, like:
 Speed reading or Skimming;
 General reading or Accelerating, and;
 Careful reading or Phrase reading.
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 …READING SKILLS
SPEED READING OR SKIMMING:

Unlike Survey, Skimming involves rhythmic bowing

over the Entire Text.
The goal of skimming is to gain a general sense of
the contents by reading at an extremely high speed
of 800-8000 words per minute.
You skim when you either want to know the general
idea, or have no time for detail but for Re-call.
The problem with skimming are, “Psychological”,
or “to Avoid Stopping”.
To keep moving quickly use, “Finger Patterns”, or
“Externally Imposed Rhythm”.

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 …READING SKILLS
GENERAL READING OR ACCELERATING:

When you have time and you need to read for better
comprehension, use the General reading or Accelerating
reading speed.
Here you read line by line for main and subordinate ideas.
The reading rate here is 400-500 words per minute.
Although you are reading for good comprehension but not for
every last detail.
To push you for acceleration, there are two techniques:
 Use of acceleration devices. The Mechanical adds are like
Controlled Readers and Reading Accelerators. Index card
usage also help to accelerate the speed.
 Internally Imposed Acceleration. It helps to concentrate on
reading faster then you normally do.

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 …READING SKILLS
CAREFUL READING OR PHRASED READING:

When Occasion warrants, then opt for Careful

reading.
Here again you can improve your speed by using
phrase reading technique.
Effective phrase reading depends upon Eye
Fixation.
Most people jump or fixed about 4 to 6 times
across each line.
Reduce this fixation to 2 or 3 times across each
line.
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 FEEDBACK SKILLS

 Effective Feedback Skills are crucial for success

in any business or organization.
 By learning to give good feedback, you may learn:
 Lightening your own work load by reducing the
wastage of time on misunderstandings and
repetitions;
 Create a more pleasant work environment by
reducing inappropriate behaviors, and;
 Learn effective performance appraisal for use
on promotion to higher levels.
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 …FEEDBACK SKILLS
 By learning to Receive Feedback, you get three
additional advantages:

 You will be more effective, because you will have

more information;
 You will gain understanding of the various ways in
which you come across to various people, and;
 You may find that others are more likely to accept
your feedback if you are willing to accept them.

Generally, effective feedback skills will allow you to do a

more effective job, Increase Group Participation, and
maintain Better Working rRelationship. 31
 …FEEDBACK SKILLS
 Giving Feedback:

 Trust;
 Understanding.

 Receiving Feedback:

 Avoid Defensiveness;
 Encourage Response.
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THANK YOU

03-12-2020 33