2. 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
3. What is Communication? COMMUNICATION IS THE ART OF TRANSMITTINGINFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON TOANOTHER.COMMUNICATION IS THE PROCESS OF MEANINGFULINTERACTION AMONG HUMAN BEINGS.ITS ESSENCES :PERSONAL PROCESSOCCURS BETWEEN PEOPLEINVOLVES CHANGE IN BEHAVIOURMEANS TO INFLUENCE OTHERSEXPRESSION OF THOUGHTS AND EMOTIONS THROUGH WORDS & ACTIONS.TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.IT IS A SOCIAL AND EMOTIONAL PROCESS.
4. What are the most common ways we communicate? es lI mag V isua or d en WSpok Bod y Lan Written Word g ua ge
5. The Communication Process Phases of the Communication Process: Transmission phase in which information is shared by two or more people. Feedback phase in which a common understanding is assured.
6. Process of Communication Msg Msg Msg MsgSource Encoding Channel Decoding Receiver Feedback Context
7. The Communication Process Sender – person wishing to share information with some other person Message – what information to communicate Encoding – sender translates the message into symbols or language
8. Encoding Translating internal thought patterns into a language or code the intended receiver of the message will likely understand and/or pay attention to Choice of words, gestures, or other symbols for encoding depends on the nature of the message. Technical or non technical Emotional or factual Visual or auditory Cultural diversity can create encoding challenges.
9. The Communication Process Noise – refers to anything that hampers any stage of the communication process Receiver – person or group for which the message is intended Medium – pathway through which an encoded message is transmitted to a receiver Decoding - critical point where the receiver interprets and tries to make sense of the message
10. Decoding Successful decoding depends on the receiver having: A willingness to receive the message Knowledge of the language and terminology used in the message An understanding of the sender’s purpose and background situation
11. Exhibit 3-2: Guides for Giving and Receiving FeedbackCriteria for Giving Feedback1. Make sure your comments are intended to help recipient.2. Speak directly and with feeling.3. Describe what the person is doing and the effect the person is having.4. Don’t be threatening or judgmental.5. Be specific, not general (use clear and recent examples).6. Give feedback when the recipient is open to accepting it.7. Check to ensure the validity of your statements.8. Include only things the receiver can do something about.9. Don’t overwhelm the person with more than can be handled. 11
12. Exhibit 3-2: Guides for Giving and Receiving Feedback (continued) Criteria for Receiving Feedback 1. Don’t be defensive. 2. Seek specific examples. 3. Be sure you understand (summarize). 4. Share your feelings about the comments. 5. Ask for definitions. 6. Check out underlying assumptions. 7. Be sensitive to sender’s nonverbal messages. 8. Ask questions to clarify. 12
13. Barriers to communication• Noise• Inappropriate medium• Assumptions/Misconceptions• Emotions• Language differences• Poor listening skills• Distractions
14. Types of CommunicationDownwards 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 HorizontalCommunication : Among colleagues, peers at same level for information level for information sharing for coordination, to save time.
15. HIERARCHY LEVELExecutive Director Manager Vice President A.G.M. Supervisor 1 Supervisor 2 Supervisor 3 Manager Supervisor Horizontal Comm. Forman
16. Forms of communication Non verbal Verbalcommunication communication Written Oral communication communication
17. Verbal & Nonverbal Communication Verbal Communication The encoding of messages into words, either written or spoken Nonverbal The encoding of messages by means of facial expressions, body language, and styles of dress.
18. Oral Communication The term oral means anything “Pertaining tothe mouth." The words and the manner inwhich words are pronounced either by the wayof face to face communication or throughsome mechanical or electrical device.
20. Written communicationThe communication in which the information isexchanged in the written or printed form. Itcreates a record and can be preserved.
21. Notes, News paperBook Forms of written Forms of written Letters communication communication s Fax Fax E- E- Report Report Broch Broch mail mail ss ures ures
22. ESSENTIALS OF COMMUNICATION DosAlways 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 notIn case of an interruption, always do a little recap of what has been already said.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.
23. ESSENTIALS OF COMMUNICATION DON’TsDo not instantly react and mutter something in anger.Do not use technical terms & terminologies not understood by majority ofpeople.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.Do not interrupt the speaker.Do not jump to the conclusion that you have understood every thing.
24. How to Improve Existing Level of COMMUNICATION?IMPROVE LANGUAGE.IMPROVE PRONUNCIATIOON.WORK ON VOICE MODULATION.WORK ON BODY LANGUAGE.READ MORELISTEN MOREAVOID READING OR WATCHING OR LISTENING UNWANTED LITERATURE, GOSSIP, MEDIAPRESENTATION 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.
25. Success for YOU……in the new global and diverse workplace requiresexcellent communication skills!