EFFECTIVE COMMUNICATION SKILLS

Presented to: Dr. Atri Roy Sengupta By Sohong Chakraborty Jyotirmoy School of Business Roll No.- R09-01-012 Sub-Training and Development

Objectives
‡ Define and understand communication and the communication process ‡ List and overcome the filters/barriers in a communication process ‡ Practice active listening ‡ Tips to improve verbal and non verbal communication

What is Communication?
COMMUNICATION IS THE ART OF TRANSMITTING INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON ANOTHER. COMMUNICATION IS THE PROCESS OF MEANINGFUL INTERACTION AMONG HUMAN BEINGS.

ITS ESSENCES :
PERSONAL PROCESS OCCURS BETWEEN PEOPLE INVOLVES CHANGE IN BEHAVIOUR MEANS TO INFLUENCE OTHERS EXPRESSION OF THOUGHTS AND EMOTIONS THROUGH WORDS & ACTIONS. TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE. IT IS A SOCIAL AND EMOTIONAL PROCESS.

What are the most common ways we communicate?

Written Word

Types of Communication
Downwards Communication : Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feed back, approval to highlight problems etc. Upwards Communications : It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals. Lateral or Horizontal Communication : Among colleagues, peers at same level for information level for information sharing for coordination, to save time. Note : In modern business environment communication extends beyond written or spoken words to listened word. Visual dimension added by T.V., computers has given to new meaning to communication.

Executi e Di ector
Manager

Vice Presi ent A.G.M. Manager Supervisor

Supervisor 1

Supervisor 2

Supervisor 3

Horizontal Comm.
Forman

Types of Network: Formal Network :Virtually vertical as per chain go command within the hierarchy. E.g.; Chain Networking Wheel Networking Informal Network :Free to move in any direction may skip formal chain of command. Likely to satisfy social and emotional needs and also can facilitate task accomplishment. E.g.; All Channels Networking

The Communication Process
Medium

Barrier
SENDER (encodes) Barrier

Barrier RECEIVER (decodes)
Barrier

Feedback/Response

Barriers to communication
‡ ‡ ‡ ‡ ‡ ‡ ‡ Noise Inappropriate medium Assumptions/Misconceptions Emotions Language differences Poor listening skills Distractions

Feedback can be:
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Verbal Reactions and Non-Verbal Reactions. Positive feedback and Negative feedback.

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Time For some Video

Hearing Vs Listening
Hearing ± Physical process, natural, passive Listening ± Physical as well as mental process, active, learned process, a skill Listening is hard. You must choose to participate in the process of listening.

VALUE OF LISTENING
Listening to others is an elegant art. Good listening reflects courtesy and good manners. Listening carefully to the instructions of superiors improve competence and performance. The result of poor listening skill could be disastrous in business, employment and social relations. Good listening can eliminate a number of imaginary grievances of employees. Good listening skill can improve social relations and conversation. Listening is a positive activity rather than a passive or negative activity.

ESSENTIALS OF COMMUNICATION Dos
Always think ahead about what you are going to say. Use simple words and phrases that are understood by every body. Increase your knowledge on all subjects you are required to speak. Speak clearly and audibly. Check twice with the listener whether you have been understood accurately or not In case of an interruption, always do a little recap of what has been already said. Always pay undivided attention to the speaker while listening. While listening, always make notes of important points. Always ask for clarification if you have failed to grasp other¶s point of view. Repeat what the speaker has said to check whether you have understood accurately.

ESSENTIALS OF COMMUNICATION DON¶Ts
Do not instantly react and mutter something in anger. Do not use technical terms & terminologies not understood by majority of people. Do not speak too fast or too slow. Do not speak in inaudible surroundings, as you won¶t be heard. Do not assume that every body understands you. While listening do not glance here and there as it might distract the speaker. Do not interrupt the speaker. Do not jump to the conclusion that you have understood every thing.

RULE: ` Make a group of Four. ` Sequentially assign a number to every individual. ` 1 representative Pick up on chit from the lot. ` Memorize the sentence and return the chit. ` Go back and utter the sentence to the 2nd person. ` No one else should hear the sentence. ` Then the 2nd person should utter it to the 3rd person and so on. ` The last person should announce the sentence to all. ` And 1st person reads the chit.

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Only verbal communication can create chaos while it reaches the last person. Every person¶s thought process influences the individual understanding. So be an active listener......

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Strengths and Weaknesses
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Verbal Communication: e.g.; Telephone, Face to face meetings, Video conferencing Strength - Role of Body Language. Weakness - Not possible to give long list of directions Written Communication: e.g.; e-mails, letters, reports, memo etc. Strength - A proof of a communication Weakness - Written words does not show a person¶s actual feelings.

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Some major areas of nonverbal behaviors to explore are:
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Eye contact Facial expressions Gestures Posture and body orientation Proximity Paralinguistic Humor

EYE CONTACT: Eye is an direct and most expressive part of our body. Different ways of Eye Contact Direct Eye Contact: (Shows confidence) Looking downwards (Listening carefully or Guilty) Single raised eyebrow (Doubting) Both raised eyebrows (Admiring) Bent eyebrows (Sudden focus) Tears coming out (Emotional either happy or hurt) «««and many more

FACIAL EXPRESSION:
Smile covers the most part of facial expression: Smiling is a powerful cue that transmits: Happiness Friendliness Warmth Liking Affiliation

GESTURES:
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If you fail to gesture while speaking, you may be perceived as boring, stiff and unanimated. A lively and animated teaching style captures students' attention, makes the material more interesting, facilitates learning and provides a bit of entertainment. Head nods, a form of gestures, communicate positive reinforcement to students and indicate that you are listening.

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POSTURE AND BODY ORIENTATION:
You communicate numerous messages by the way you walk, talk, stand and sit. Standing erect, but not rigid, and leaning slightly forward communicates to students that you are approachable, receptive and friendly. Furthermore, interpersonal closeness results when you and your students face each other. Speaking with your back turned or looking at the floor or ceiling should be avoided; it communicates disinterest to your class.

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PROXIMITY:
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Cultural norms dictate a comfortable distance for interaction with audience. You should look for signals of discomfort caused by invading young audienceµs space. Some of these are: Rocking, Leg swinging, Tapping, Gaze aversion, To counteract this, move around the classroom to increase interaction with your students. Increasing proximity enables you to make better eye contact and increases the opportunities for students to speak.

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Paralinguistic :
This facet of nonverbal communication includes such vocal elements as: - Tone - Pitch - Rhythm - Timbre - Loudness - Inflection

How to Improve Existing Level of COMMUNICATION?
IMPROVE LANGUAGE. IMPROVE PRONUNCIATIOON. WORK ON VOICE MODULATION. WORK ON BODY LANGUAGE. READ MORE LISTEN MORE AVOID READING OR WATCHING OR LISTENING UNWANTED LITERATURE, GOSSIP, MEDIA PRESENTATION ETC. INTERACT WITH QUALITATIVE PEOPLE. IMPROVE ON YOU TOPIC OF DISCUSSION, PRACTICE MEDITATION & GOOD THOUGHTS. THINK AND SPEAK. DO NOT SPEAK TOO FAST. USE SIMPLE VOCABULARY. DO NOT SPEAK ONLY TO IMPRESS SOMEONE. LOOK PRESENTABLE AND CONFIDENT.

Improving Body Language Tips
‡ ‡ ‡ ‡ ‡ ‡ Keep appropriate distance Touch only when appropriate Take care of your appearance How boring !! Be aware - people may give false cues Maintain eye contact Smile genuinely

Success for YOU« «in the new global and diverse workplace requires excellent communication skills!
Its True!!

Any Questions !!

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