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an overview of effective communication at work

an overview of effective communication at work



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Communication Communication Presentation Transcript

  • Communication defined
    • Transferring information from one part of the business to another that leads to some outcome, changed behaviour or changed practice
    • Formal Communication – established and agreed procedures
    • Informal Communication – channels not formally recognised – ‘the grapevine’
  • The communication process Sender or Instigator Channel Medium Receiver Change in payment systems Finance Dept E-mail Feedback
  • Communication Process
  • Source/Sender
    • As the source of the message, you need to be clear about why you're communicating, and what you want to communicate. You also need to be confident that the information you're communicating is useful and accurate.
  • Message
    • The message is the information that you want to communicate.
      • Method?
      • Medium?
  • Encoding:
    • This is the process of transferring the information you want to communicate into a form that can be sent and correctly decoded at the other end.
  • Methods of sending the message
    • Speaking
    • Writing
    • Signs
    • Actions
    • Silence
    • Body language
    • Facial expressions
  • Sending the message
    • Written communication 9%
    • Reading 16%
    • Speaking 30%
    • Listening 45%
  • Channel
    • Messages are conveyed through channels, with verbal including face-to-face meetings, telephone and videoconferencing; and written including letters, emails, memos and reports.
  • Channels of communication
    • Formal
      • Meetings
      • Memos
      • Letters
      • Notice boards
      • Training sessions
      • Intra net
  • Channels of communication
    • Informal
      • The company grapevine
      • Grumbling
      • Gossip
      • Rumour
      • Mis-information
  • decoding
    • Just as successful encoding is a skill, so is successful decoding (involving, for example, taking the time to read a message carefully, or listen actively to it.) Just as confusion can arise from errors in encoding, it can also arise from decoding errors. This is particularly the case if the decoder doesn't have enough knowledge to understand the message.
  • Receiving the message
    • Visual
      • 87% effective
    • Hearing
      • 7% effective
      • Remember hearing is not listening!!
  • People remember more of what they see that of what they hear
  • Receiver
    • No doubt, you have in mind the actions or reactions you hope your message will get from your intended audience.
    • Each of these individuals enters into the communication process with ideas and feelings that will undoubtedly influence their understanding of your message, and their response.
    • To be a successful communicator, you should consider these before delivering your message, and act appropriately.
  • Feedback
    • Your audience will provide you with feedback, verbal and nonverbal reactions to your communicated message.
    • Pay close attention to this feedback, as it is the only thing that allows you to be confident that your audience has understood your message.
    • If you find that there has been a misunderstanding, at least you have the opportunity to send the message a second time.
  • The context
    • The situation in which your message is delivered is the context. This may include the surrounding environment or broader culture (i.e. corporate culture, international cultures, etc.).
    • Much of our communication takes place in face to face conversations.
      • One to one
      • Meetings
      • Interviews
  • 5 questions about your communication
    • What is the message
    • Who am I sending it to
    • How will I send it
    • What do I want to achieve
    • How will I know I have been understood
  • Duplo puzzle activity.
    • An exercise requiring 2 volunteers and plenty of observation
  • Barriers to communication
    • The sender
      • Choice of words
      • Tone
      • Style
      • Channel
      • Method
      • Presumption
      • Timing
      • credibility
  • Barriers to communication
    • The receiver
      • Inattention
      • Mis interpretation
      • Prejudice
      • Fear
      • Prior assumptions
      • Personal motivation
      • Lack of knowledge/education
  • Other blocks
    • Techno speak
    • Gobbledygook
    • Poor telecoms
    • Boredom
    • Conflict
    • Previous failure to communicate
    • low morale
    • Poor management
  • Hearing or listening?
    • Hearing is a natural inbuilt ability caused by sound waves vibrating the ear drum.
    • Listening is an acquired skill that can be learned and refined with practice.
    • Even people who can’t hear can listen!
  • Listening process
    • Receive the message
    • Understanding the message
    • Checking the message
    • Absorbing the message
    • Replying to the message
    • Face the person and concentrate
    • Eye contact
    • Lean forward slightly
    • Ask open enquiry questions
    • Responsive behaviours
  • Effective listening
    • Put the speaker at ease
      • Space, privacy,time,comfort.
    • Not interrupting
      • allow time for silence
    • Signalling that you are listening
      • Nodding/smiling/verbal clues
    • Listening with your eyes
  • Ineffective listening
    • Day dreaming
    • Assuming you know
    • Looking for faults or disagreements
    • Listening for facts only but missing feelings and details,
    • No awareness of body language
  • Listening Exercise
    • Get into threes and take on the roles of
      • Talker
      • Listener
      • Observer
        • The talker should talk for 5 minutes telling a true story from his or her own life.
        • The listener should focus on demonstrating great listening skills.
        • The observer simply needs to observe and feedback on the whole listening process.
  • Effective Communication
    • Clear
    • Concise
    • Correct
    • Complete
    • Courteous
    • Constructive
  • Clear
    • Checking the facts
    • Feedback
    • Questions to clarify
    • Listening skills
    • Alertness to body language
    • Emotional content
  • Concise
    • KISS
      • BRIEF
      • TO THE POINT
  • Complete and correct
    • Full picture
    • Necessary details
    • Technical stuff
    • Accurate
    • Relevant
  • Courteous and constructive
    • Polite
    • Non threatening tone
    • Positive
    • No accusations
    • Timing
    • Style and method
    • Body language/rapport
    • Win win