Professional Documents
Culture Documents
What is Communication?
I mages
a l
Visu
en Word
Spok
Bod
Written Word y La
ngu
ag e
Types of Communication
One-way communication
Two-way communication
One to many
Basic Components of Communication
Verbal Communication
Non-verbal
communication
Process Of Communication
MEDIUM
BARRIERS RECIEVER
SENDER
FEEDBACK
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Blind man’s story 2
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The Effective Communication Process
Sends message to
Constant feedback
ensures
SENDER EFFECTIVE RECEIVER
SENDER COMMUNICATION RECEIVER
Receives Feedback
• Active Listening
• Eye contact
• Posture
• Simple language
• Questioning skills
Benefits of Effective Communication
Written Communication
o E – mail
Hierarchy
• Upward Upward
o Reports, Data, Suggestions
• Downward
lateral
o Requests, requirements
o Directives, comments
• Lateral
o Contribution, explanation, cooperation
Downward
Upward Communication
• Communication with the higher ups.
• Key : Solutions please
•Time is important
•Be Precise
•Don’t Assume
• Don’t be Rude
• Listen to people
• Seek clarification
• Value the input
• Be empathetic
• Convince
• Last word yours!
Cross Communication
• With colleagues
• Develop Relations
• Give Feedback
• Share Information
• Avoid Arguments
• No loose talk
• Rumors will spread
• Neither less nor more
Activity
Chinese Whisper
Essentials Of Communication
Do’s
• Use precise, memorable and powerful words
• Support your words with visual aids
• Give examples
• Eye contact
• Active listening
• Paraphrase
• KISS – Keep it short and simple
• Avoid interrupting
• Appropriate facial expressions
• Exhibit affirmative head nods
Essentials Of Communication
Don'ts
• Is my timing right?
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Non-Verbal Communication
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Kinesics (ki-nee-siks)
• The study of body movements, gestures / posture and
movement of eyes
• It consists of :
o Eye contact
o Facial Expression
o Gesture
o Posture
• Typically this is known as Body Language
• Example : A person sitting slumped in a chair after having
review meeting with a :
o Smile
o Frown
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Non Verbal Communication
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Do the Faces tell a Story?
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Proxemics (prók'seemiks)
• The physical distance that a person maintains during conversation
o Culture
• Physical distance you maintain from people because of your relationship with
them and your emotional state of mind. This distance is also known as the body
“ bubble “
• An aggressive person is likely to stand close to other person. The opposite will
hold true for a shy person
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Proxemics
There are four categories for informal space:
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Barriers to Communication
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Perception
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Biases
Cause to feel or show inclination or prejudice for or
against someone or something
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Listening
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Activity
The Robbery
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What Is Listening?
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What are you Listening for?
• Lack of Interest
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Characteristics of a Good Listener
• Empathy
• Understanding
• Patience
• Attentive
• Unbiased
• Respectful
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Tips to improve Listening!
• You can't hear if YOU do all the talking. Don't talk too much.
• Listen with empathy.
• Be courteous; don't interrupt. Take notes if you worry about
forgetting a particular point.
• Avoid stereotyping individuals by making assumptions about
how you expect them to act. This will bias your listening.
Tips to improve Listening!
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“People don’t care how
much you know, but they
know how much you care…
by the way you listen”
-Anonymous
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Assertive Communication
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1. You are a customer waiting in line to be served. Suddenly,
someone steps in line ahead of you. You would:
b) Pull the person out of line and make him/her go to the back.
c) Indicate to the person that you are in line and point out where it
begins.
2. You are in the middle of watching a very interesting
television program when your spouse comes in and asks you
for a favor. You would:
c) Ask if it can wait until the program is over and, if so, do it then.
3. A friend drops in to say hello, but stays too long, preventing
you from finishing an important work project. You would:
a) Let the person stay, then finish your work another time.
c) Explain your need to finish your work and request he/she visit
another time.
4. You suspect someone of harboring a grudge against you, but
you don't know why. You would:
a) Pretend you are unaware of his/her anger and ignore it, hoping it
will correct itself.
b) Get even with the person somehow so he/she will learn not to hold
grudges against you.
c) Indicate to your co-worker you are unsure just now, but offer to
give him/her the information later.
Passive Communication
Soft voice
Avoidance
Sound unsure
“Uh…if that’s the way you want to do it…um, that’s fine with
me.”
“I don’t know if I could do that.”
“I’ll talk to him soon about that problem; I’ve just been really
busy.”
“I’m sorry to ask you.”
“I hate to bother you.”
“Maybe that’s a good idea.”
Aggressive Communication
Blaming, accusing
Demanding, ordering
Raised voice
Verbal browbeating
Some Aggressive Messages
“You must…”
“You idiot!”
“You always…”
“You never…”
Takes responsibility
Takes initiative
Listens actively
Speaks up, is direct and constructive
Shows sincerity
Is solutions focused
Assumes a confident voice and body language
Addresses concerns directly to the source
Requests needs
Some Assertive Messages
“Let’s define the issue and then explore some options to help
resolve it.”
Aggressive approach
“Hi, Raj. I hate to bother you. I know you’re
probably busy with a lot of other issues right
now. I have one of those tough assignments. If
you have a chance, maybe you could lend me a
hand for a little bit. But, uh, its okay if you don’t
want to.”
Passive approach.
“Raj, I was just assigned a critical project that needs to be done in
a week. I would appreciate it if you could lend some assistance.
The project involves an area in which your experience will really
come in handy. What I’d like to do is take a few minutes with
you now or this afternoon to determine what time and support
you can lend and to fill you in on the needs of the project. Does
that work for you, and if so, what time can we meet?”
Assertive approach.
Don’t confuse aggressive with assertive.
Aggressive Assertive
• Blunt • Direct
• Harsh in tone • Firm in tone
• Blame and Browbeat • Collaborates on solutions
• Push for your own way • Speaks up, yet hears others
• One-way conversation flow opinions
• Two-way conversation flow
Body Language
Posture
Facial expressions
Gestures
Body Language Pitfalls
Slouching
Invading space
Looking blank
Looking stern
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