COMMUNICATION: The Challenge

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COMMUNICATION The Challenge

• Home Truths
• Most of us are very poor communicators
  listeners
• Few of us try very hard to get our message
  across to others.
• When communicating, most of us take little
  advantage of the various media/ channels
  available to us.
• Low standard of communication involves cost and
  a lot of wastage

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COMMUNICATION

• Communication is the number one problem of
  Management.
• Nothing happens in Management until we
  communicate.

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• Communication is a flash of lightening and often
  even more illuminating.

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• With Communication skill to work is
  integrated with will to work and both combined
  together lead to team work.

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Communication is simply a two way process of
exchanging ideas, information and transmitting,
verbal non-verbal messages
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COMMUNICATION IS IMPORTANT

• We talk for 27 years covering 10000 books of 400
  pages each.
• Spent 80 to 90 per cent of working times in
  communicating with others.
• We spent 60 per cent time in talking listening.
• Spent 20 to 30 per cent in reading and writing.

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Communication-Life Blood of any Organization

• Its main purpose is to effect change, to
  influence action.
• It is an attempt to affect a transfer between
  minds.
• It is an integral part of Management and involves
  an exchange of facts, feelings and information by
  two or more persons.
• It is a means of putting the personnel into
  action in an organisation.

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COMMUNICATION

• IS THE CRUCIAL INGREDIENT WHICH HOLDS THE
  ORGANIZATION TOGETHER
• A PROCESS OF TRANSFERRING INFORMATION
  UNDERSTANDING FROM ONE PERSON TO ANOTHER
• THE GREATEST SINGLE INFLUENCE ON ORGANISATIONAL
  EFFECTIVENESS

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Communication -Grows in A climate of Trust

• Effective communication leads to higher
  productivity and job satisfaction.
• With effective communication
• - We come alive,
• - We gain at work,
• - At home and
• - In the society

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Communication -Grows in A climate of Trust

• At work Job becomes more interesting,
  meaningful and rewarding
• At Home Family life becomes fuller, richer and
  happier
• Socially Life takes new dimensions, one looks
  for new challenges

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• Meaning is not in Words, but in the Minds of
  people.
• It is important to understand and know peoples
  mind.
• The content or Words are important but Feelings
  behind the message and the expectations of the
  sender are more important

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• Communication is a process of change
• It grooms best in a climate of trust and
  confidence.
• It develops understanding and acceptability.

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BENEFITS OF EFFECTIVE COMMUNICATION

• Communication is the single most important
  factor in the
• success of an organization
• Establishes the objectives of an enterprise
• Develops link plans to achieve objective
• Creates a conducive climate to lead, direct
  motivate people.

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REMEMBER

• All activities result from communication
• Your activity communicates with others-even when
  you are not consciously addressing them
• The most effective outcomes usually follow from
  conscious efforts to communicate effectively
• Communication failures or misunderstandings are
  often the most costly in corporate as well as
  life
• Direct Communication- where possible- is the most
  effective way to ensure people know, understand
  and act, as you intend.

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COMMUNICATING WITH INDIVIDUALS

• One to one attention in communicating
• Recognition
• Bonding
• Influencing
• Openness Trust

Never underestimate the importance of the utterly
un-important
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COMMUNICATING WITH PEERS

• Understand Your Peers Attitudes And Level Of
  Competencepractice Empathetic Listening
• Find Issues Activities Related To Work That
  Interest You Both
• Clarifies the purpose and aims of the group or
  team
• Strengthens group/team identity and sense of
  belonging- Cohesiveness
• Help Others Develop Capabilities Achieve Their
  Goals
• Strengthens individual identity acceptance
• Helps set expectations and standards

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COMMUNICATING WITH SUBORDINATES

• Learn what they expect from you as superior
• Communicate your expectations from them in clear
  and unambiguous terms
• Be honest ethical about work keep your
  commitments to them
• Be fair-do not play favorites
• Practice Empathic Listening
• Establish Trust, Show respect
• Be clear who is responsible for what
• Give constructive feedback, which will help them
  improve
• Be Careful of the way you give negative feedback
• Listen as well as talk (but not at the same time)

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COMMUNICATING WITH SUPERIORS

• Learn everything about your job, department,
  company industry
• Make and review the notes of meetings
• Dont be shy of presenting your ideas and
  suggestions
• Find out what is expected of you
• Be willing to assist your superior when your
  team/department is in the spot light
• Remember the important dates

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Think before you Communicate

• What is the main purpose/aim
• Who will receive it
• What is the likely attitude of the listener
• How much does he need to know
• Is my timing right
• what is the main subject
• Are the major points clear
• Is there any ambiguity

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Communication Skills for Executives

• Clarifying persons responsibilities role
• Provide effective feedback
• Give clear instructions
• Provide clear expectations
• Ask supportive questions
• Listen effectively

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Providing critical feedback(from The One-Minute
Manager)

• Tell them you are going to give feedback
• Tell them immediately
• Tell them what they did wrong be specific
• Tell them how you feel about it
• Pause to let them feel how you feel
• Remind them how much you value them

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Use Assertive, not Aggressive Language

• Avoid Aggressive Language
• Puts people on defensive
• Tries to put speaker in superior position
• Example That idea will never work!
• Use Assertive (polite and firm) Language
• Expresses needs, ideas
• Invites discussion
• Example That idea could run into problems.
• Let me explain what I mean.

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Asking Supportive Questions(especially for new,
challenging projects or tasks)

• What help will you need to make this work well?
• What key steps need to happen to achieve this?
• What are the main problems youll face?
• How did this part of the project work so well?
• What else?

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Tone

• Tone how you say something (feeling behind
  words, intent).
• Usually remembered more than words themselves.
• Tone of voice is universal dont need to speak
  language to know when someone is angry.

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Key Elements of Communication

• Social contact sender and receiver in touch.
• Common medium shared language or common means of
  communication.
• Transmission message imparted clearly.
• Understanding message received and interpreted
  correctly.

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COMMUNICATION MODEL
MESSAGE
EFFECT
CHANNEL
FEEDBACK
RECEIVER
SENDER
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COMMUNICATION PROCESS
Receivers Mind

• Senders mind

Mouth message
Feed back
BARRIERS COMMUNICATION EXCHANGE OF MIND
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COMMUNICATION PROCESS
NOISE
SOURCE WITH A PURPOSE IDEA
ENCODING
CHANNEL
MESSAGE
RECEIVER
DECODING
MEANING
X5
X4
X3
X2
X1
X6
FEEDBACK
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FACTORS CRUCIAL TO DECODING

• FAMILIARITY WITH THE MEDIUM OF COMMUNICATION
• TIME OF RECEIPT OF MESSAGE
• PLACE OF RECEIPT OF MESSAGE
• CULTURAL CONTEXT IN WHICH THE MESSAGE IS USED
• ENVIORNMENTAL DISTURBANCES (Noise)

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COMMUNICATION MODEL
UNDERSTANDING REPLYING
RECIEVING
SENDING
P2
DECODING
ENCODING
RECEPTORS
TRANSMITTER
NOISE
CHANNELS (MESSAGES)
CHANNELS (MESSAGES)
SENDING
TRANSMITTER
RECEPTORS
P1
ENCODING
DECODING
SENDING A MESSAGE
RECIEVING
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• GrapeVine
• Grape-vine refers to an informal communication
  about companys matters outside the official
  net-work.
• Grapevine is an inevitable communi-cation.

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• GrapeVine
• The following ways make good use of this
• inevitable communication
• Executive can scotch false rumours. On executive
  should know exactly what is bothering people.
• Executive can spread information informally. One
  way to accomplish this purpose is to spread such
  information through the grape-vine.

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Communication Informal

• Grapevine

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REASONS FOR INEFFECTIVE COMMUNICATION

• Communication Barriers- Verbal
• INADEQUATELY DEVLOPED MESSAGE
• INCORRECT PRONUNCIATION
• USE OF AMBIGOUS WORDS
• ABSTRACT MESSAGE

• NOISE-EXTERNAL INTERNAL

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REASONS FOR INEFFECTIVE COMMUNICATION

• Communication Barriers-others
• NON VERABL-USE OF IN APPROPRIATE SIGNALSGIGLING
  AT A SERIOUS MOMENT
• INTERPERSONAL-LACK OF CREDIBILITY WITH THE
  AUDIENCE, FEAR OF BEING REJECTED/BEING MISS
  UNDERSTOOD
• CULTURAL-DIFFERENCES IN VALUES,EMPHASIS ON
  DIFFERENT BEHAVIOURAL CHARACTERISTICS

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COMMUNICATION GAP

• Communication gap also arises due to lack of
  co-ordination between the various departments
  which leads to conflict and interdepart-mental
  rivalries.

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COMMUNICATION GAP

• Communication gap arises when an employee does
  not know
• - How important his work is
• - How far is he is queue
• - How well is he doing
• - How much additional skill to
• acquire and
• - What is expected of him.

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OVERCOMING COMMUNICATION GAP

• Communication gap can be overcome by
• Encouraging feed back
• Combat rumours, guesses and misconception
• Encourage suggestion
• Encourage two way communication
• Issue clear-cut instructions.
• Encourage personal communication

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What Are Barriers to Effective Communication
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BARRIERS TO COMMUNICATION

• MUDDLED MESSAGES
• STEROTYPING
• WRONG CHANNEL
• LANGUAGE
• LACK OF FEEDBACK
• POOR LISTENING SKILLS
• INTERRUPTIONS
• PHYSICAL DISTRACTIONS

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Barriers to Interpersonal Communication

• Difference in perceptions
• Emotionality
• Inconsistent Communication
• Distrust in credibility of the sender
• Tendency to evaluate
• Resistance to change
• Closed mind
• Un-clarified assumptions
• Status and position
• Noise and other distractions

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• The key to reducing communication barriers is to
  be Task Centered and Audience oriented.
• The contents of the message are important but the
  feelings behind the message are more important

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• Types of Communication
• Communication process involves following types of
  communications
• Listening
• Speaking
• Written communication
• Non-verbal communication

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COMMUNICATION

• Percentage of communication time.
• Time spent by Business people on
• various communication channel.

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IN ESSENCE

• The greater your silence the higher is your
  listening sensitivity and hence, better the
  communication ability.

Silence is not the absence of sound. It is the
absence of self.
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ListeningIt is a part of Communication Process

• Listening must be learned
• It does not develop naturally nor is it an
  automatic response.
• Listening requires concentration with full
  attention directed toward speaker.
• Listening requires an open mind avoiding hasty
  evaluation of content and over- reaction to the
  delivery of the speaker.
• Listening require
• comprehension
• Grasp of ideas, Adjustment of thoughts Speed
  Because average person can think at least 4 times
  faster than he/she can speak.

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Learning to Listen

• Listening techniques are vital, since how you
  listen conveys meaning to the other person and
  helps to make the exchange successful.

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The Listener Factors

• Be sensitive to the world of the person who will
  receive the message.
• Identify and maintain the dignity of the listener
• Try not to offend the ego of the listener
• Try to resolve conflicts through informal talks
• Do not assume
• Do not believe in hear say and try to get facts
• Try to recognize the interests and attitude of
  the listener
• Accompany words with consistent action
• Find out what the audience wants
• Emphasize the ideas of greatest interest to your
  audience
• Make your information acceptable
• Make people comfortable and allow them to
  identify with you.

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LISTENING-THE ASSUMPTIONS WE MAKE

• It is not easy to listen, even for a minute or
  two, without translating, or working on, the
  information we are receiving.
• In typically distracting environments, we might
  wait for 20-30 seconds without doing some
  editing.
• We tend to jump ahead of the incomplete message
  with possible question or answers

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LISTENING

• Listening is an art, a skill, a discipline, and
  like other skills, it needs self-control. You
  must understand what is involved in listening and
  develop the necessary techniques to be silent and
  listen.
• Hearing becomes listening only when you pay
  attention to what is said and follow it very
  closely.

Hearing with a noise attenuated mind is
Listening
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FACTORS THAT AFFECT THE LISTENING PROCESS

• THE LISTENER
• THE SPEAKER
• THE CONTENT
• THE VISUAL SUPPORT

Hearing with a noise attenuated mind is
Listening
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IMPROVING LISTENING

• Maintain Eye contact with the Instructor
• Focus on content, Not Delivery
• Avoid Emotional Involvement
• Use the gap between the Rate of Speech and your
  Rate of Thought
• Avoid distractions
• Treat listening as a challenging mental task
• Stay active by asking mental questions

Respect Induces Listening
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• To be a good listener, it requires
• Work at listening,
• Weight what is being said
• Review from time to time.,
• Listen between the lines.

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HOW TO DEMONSTRATE THAT YOU ARE LISTENING?

• Paraphrase
• Making Eye Contact
• Keeping your body open
• Echoing Words
• Nods of your head
• Leaning towards the speaker

Listening demonstrates empathy
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SPEECH AND ITS IMPACT

• 10 for the actual words
• 40 for the way words are expressed
• 50 Speakers gestures non-verbal communication.

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• Speaking
• Our attitude to
• What we have to say,
• To whom we have to say,
• Where we have to say,
• When we have to say and
• How we have to say makes all the difference.

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• Speaking
• To be good speaker, we need to ask the following
  questions to ourselves
• Are we clear in our mind what we want to
• say?
• Are our choice of words and expressions
• clearly presented?
• Is the topic, tone, volume, pitch, different
  from
• the words we use.
• Are we using too much jargon, high
• sounding words or too technical in style.

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• Effective Speaking
• When you make a speech, remember the following
  points
• Know your subject collect ideas and materials
• on it.
• Prepare an outline.
• Write out the opening and closing.
• Practice out loudly and dont try to memorize.
• Survey your audience before starting the speech.
• Use attention-getting opening.
• Close with brief summary.

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COMMUNICATION DYNAMICS

• SIMPLICITY COMPLEXITY
• DOES YOUR AUDIENCE UNDERSTAND
• DO YOU UNDERSTAND?
• EMPHASIS EMOTION
• RESPONSE CYCLE
• FORMALITY INFORMALITY
• TAKE HUMOUR SERIOUSLY
• SYMPATHY EMPATHY
• STAYING IN CONTROL

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NON-VERBAL COMMUNICATION

• It is communication without words.
• It is especially important in conveying feelings.
• It account for 93 of emotional meaning that is
  exchanged in any interaction.
• Power of non-verbal communication lies in its
  reliability
• It is economical, easier, faster and more
  effective to communicate approval A pat on back
  rather than words.

Visual Tone of Voice
Words
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Signs Signals What do they mean?

• Cues refer to verbal indicators that you
• give to others.
• Clues refer to the verbal indicators that
• others give to you.
• Signs refer to the behavioural indicators,
• such as smiles, groans or hand movements,
• that you give to others.
• Signals refer to the behavioural indicators
• others give to you.

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HOW WE COMMUNICATE
The Message Matrix
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Non-Verbal Communication

• Body language is non-verbal signals which
  correspond to certain emotional-states, such as
  fear or anger.
• Every one makes individual gestures which
  indicate the current state of a change in
  emotions or attitudes.
• Body language will not give a precise insight
  into peoples thoughts and emotions, but it give
  important clues.

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Non-Verbal Communication

• Your Body Language - a huge range of unconscious
  physical movements, can either strengthen
  communication or damage it.
• Even if you are sitting completely still you may
  be unknowingly communicating a powerful message
  about your real feelings.

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Understanding and Using Gestures

• Gestures , together with other non-verbal
  communication such as posture and facial
  expressions, are important part of body language.
• Knowing how to gesture for effect, on public
  platform or in face to face meeting will help to
  convey your message.

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Non-verbal Communication- A Key to Executive
Success

• Non-verbal communication a powerful tool to wield
  your influence.
• It can be used to control a meeting, achieve
  respect, gain approval ,condemn or intimidate.
• By mastering these techniques- you can increase
  you effectiveness as a manager to a surprising
  extent.
• Nonverbal communication is independent from the
  auditory channel.
• This provides for instantaneous feedback and
  allows you to transmit important messages even
  while others are speaking.
• Close to 93 of a message Transmitted
  non-verbally , which is why face-to-face
  communication is more effective than telephonic
  conversation.

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NON-VERBAL COMMUNICATION

• Facial Expression
• It is the primary site for expressing
  emotions,it reveals type and intensity of your
  feeling.
• Eye Contact
• Eye Contact helps establish rapport with the
  other person
• Gestures and Postures
• Gestures can express both specific and general
  messages. They can be a substitute for words or
  can elaborate on them.
• Handshakes
• Communicates your mental state and level of
  confidence.

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• Vocal Characteristics
• The voice carries intentional and unintentional
  messages.
• The tone volume,accent,speaking pace
• Touching Behavior
• Touch is an important vehicle for conveying
  warmth,
• comfort, and reassurance.
• Use of time and space
• The importance given to time and the distance
  one
• maintains while interacting with others.
• Orientation
• It means the angle at which we interact with
  others.
• We tell others some thing about what we expect
  when we
• position ourselves in the room.

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NON-VERBAL COMPONENTS
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ProxemicsHow We Communicate With the Space
Around Us

• Four spaces or space bubbles around people
• Intimate spaceThe 1 1/2 foot space around you,
  only special people and few words permitted here.
• Personal space The four feet beyond the first
  circle, friendly conversations and spontaneous
  communication.
• Social space Space four feet to twelve feet
  around you, more formal and business is done
  here.
• Public space twelve feet to range of eye sight
  and hearing.

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• Written Communication
• No business can exist without writing.
• Trouble with writing is the poor diction.
• In writing, the language is the vital tool.

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WAYS TO ENHANCE COMMUNICATION SKILLS

• IDENTIFY UNDERSTAND ONES BASIC WEAKNESSES AND
  THEN OVERCOME THEM
• MAKE COMMUNICATION GOAL ORIENTED
• REGULARLY ASSESS YOUR SKILLS
• CAPITALISE ON YOUR STRENGTHS
• ACCEPT THE REALITY OF MISCOMMUNICATION

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• Effective Written Communication
• Effective written communication includes
• Short sentences
• Keeping readers experience in view
• Write to express and not to impress

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• Effective Communication
• Good communication is good business.
• In communication what counts is not what people
  are told but what they accept.
• Communication should be a continuing process.
• Communication is the basis for understanding,
  co-operation and action.
• Create an atmosphere of confidence in the process
  of communication.

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EFFECTIVE COMMUNICATION

• A PERFECT FLOW
• SHARED UNDERSTANDING
• MOTIVATES THE AUDIENCE TO TAKE THE DESIRED ACTION
• DIRECTS FLOW OF INFORMATION

• EFFECTIVE COMMUNICATION
• IS THE COMMUNICATION THAT WORKS

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COMMUNICATION EFFECTIVENESS

• FIDELITY
• ECONOMY
• CONGRUENCE
• INFLUENCE
• RELATIONSHIP BUILDING

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EFFECTIVE COMMUNICATION

• DIRECT AND SIMPLE
• FEED BACK
• CONTROL GESTURES
• CONDUCTIVE ATMOSPHERE
• EFFECTIVE LISTENING
• CAREFUL TUNING
• ATMOSPHERE OF TRUST
• DONT TALK, TALK, TALK
• DONT IMPRESS

Receiver (Clear message )
Sender (Message )
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ECONOMY CONGRUENCE

• MINIMUM ENERGY, TIME,SYMBOLS AND CUES ARE USED TO
  ENCODE MESSAGE WITHOUT LOOSING ITS FIDELITY
  IMPACT
• CONGRUENCE OF VERBAL NON- VERBAL CLUES.

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INFLUENCE RELATIONSHIP BUILDING

• NOT CONTROL BUT ACHIEVEMENT OF INTENDED RESULTS
• RELATIONSHIP OF TRUST TO FACILITATE FUTURE
  COMMUNICATION
• CREDIBILITY OF SOURCE

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FIDELITY-DISTORTATION FREE MESSAGE
B (RECEIVED MESSAGE)
A (MESSAGE SENT)

• DISTORTION ANGLE OF COMMUNICATION