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     Effectiveness-in-communication Effectiveness-in-communication Presentation Transcript

    • Effectiveness in communication.
    • Essence of Communication.
      • We communicate
      • We communicate always
      • Meaning of communication is the response one gets.
    • A’s reality B’s reality Non verbal message A Verbal Message Intended meaning B Perceived meaning Shared space
    • Basic components of communication.
      • Sender
      • Receiver
      • Message
      • Feedback
      • Replication
      • Understanding
      • Noise
      • Noise
      • Mind of receiver
      • Mind of sender
      • Communication filters
      • Semantics
      • Emotions
      • Attitudes:beliefs,enforced by emotions
      • Role expectations
      • Non verbal messages
      • Eye contact
      • Gestures
      • Send clear messages - make use of repetitions,select words carefully,time the message.
    • Changing attitudes
      • Provide feedback(positive feedback equals positive behaviour)
      • Change the conditions & consequenses
      • Observed behaviour (provide positive role models)
      • Provide opportunities for personal enrichment.
      • Attitudes are acquired from peers from personal experiences.
      • To change attitudes: Effect the consequences.
    • Four basic communication Styles.
      • Emotive (High dominance – High Sociability)
      • Displays action oriented behaviour
      • Is Informal
      • Natural Persuassiveness
      • Director (High Dominance – Low Sociability)
      • Projects a serious attitude
      • Expresses strong opinions.
      • May project indifference.
      • Reflective (Low Dominance – Low Sociability)
      • Formal & deliberate
      • Seems preoccupied
      • Prefers orderliness.
      • Supportive (Low Dominance – High Sociability)
      • Listens attentively
      • Avoids the use of power
      • Decisions are made and expressed in a thoughtful and deliberate manner.
    • Style Flexing
      • Attempt to alter your style to meet the needs of another person.
      • A temporary effort to act in harmony with another persons dominant communication style.
    • Self Disclosure
      • A form of communication that involves letting others know what you think,feel & want.
      • Purpose
      • To improve accuracy of communication
      • An increased self awareness
      • Stronger healthier relationships
      • Stress reduction
    • Criteria for developing Self disclosure.
      • Repair damaged relationships
      • Avoid judgmental attitude
      • Discuss situations as they happen
      • Accurately describe your feelings and emotions
      • Select proper time & place
      • Avoid over whelming others with self disclosure
      • Watch for non verbal clues.
    • Never allow Emotions to Pollute Thinking. You cant help the way you feel but you can control the way you act.
    • Positive Reinforcements
      • Tool to improve communications
      • Psychological ingredient is recognition.
      • Support from Mazlow
      • As each lower level need is satisfied, the need at next level demands attention.
      • Support from Skinner
      • Any living organism will tend to repeat a behaviour if that bhaviour is followed by a reinforce
    • Responding to Value judgements
      • Never accept doubts or criticism from others and even more important from yourself.
      • Criticism comes when sweeping,universal statements are made about specific,individual actions.
      • If some one says “That will never work”
      • Respond with “Never”? “Ever”? Nowhere in the world,Never in history….
      • If some one say :”That was really stupid” Acknowledge the value judgement and ask for exceptions.Respond with “While I admit that it might have looked stupid to you,out of all of it,what part of it wasn’t stupid? Ask for something positive .Or ask”Exactly,what made it look stupid to you?”
    • But & And.
      • But diminishes or erases that which preceds it ex: You idea is good But….
      • People move from positive to Negative
      • Positive ….But ……Negative
      • Negative ….But….. Positive
      • Others teach communication But this workshop is better.
    • If & When
      • If I reach my goal
      • When I reach my goal
      • Try the word is not bad but the emotion & usage is not good.
    • Barriers to Communication
      • Arguing
        • Blaming
        • Disagreeing
        • Excusing
        • Claiming impunity
        • Minimizing
        • Pessimism
        • Reluctance
        • Unwilling to change
      • Interrupting
        • Talking over
        • Cutting off
      • Denying
        • Inattention
        • No answer
        • No response
        • Sidetracking
      • Ignoring
        • Challenging
        • Discounting
        • Open hostility
    • Handling Conflict
      • Persons striving for their own preferred outcome,which if attained,prevents others from attaining their preferred out come which results in hostility and a break down in communications.
    • Anger is the form of communication that indicates a problem that needs to be addressed
      • Anger is common
      • Is form of communication
      • Happens every day
      • Anger & conflict must be acknowledged
      • Anger is healthy
    • Five ways to deal with anger
      • Confrontation
      • Avoidance
      • Withdrawal
      • Compromise
      • Smooth over
    • Causes of Conflict
      • Breakdown in Communication
      • Clash of Values
      • Clash of personalities
    • Assumptions of Win Win
      • People want to work out their problems
      • A solution is possible
      • People respect each others rights
      • People respect each others integrity
      • People respect each others capabilities
      • People share common goals.
      • Good communicator should always avoid Win/Lose & Lose/Lose situations
      • Neither of these are adequate solutions.
      • Always assume attitude of patience
      • Define the problem
      • Collect facts & opinions
      • Consider the facts
      • Define your expected results
      • Implement the selected solution.
    • Always seek to deal with issues, not with emotions.
      • Explore the difference
      • State what is important
      • Temporarily lift restrictions
      • Invite and suggest alternate choices
      • Acknowledge others right to differ
      • Explain decision and why.
    • Become an Active Listener.
      • What does listening mean to you…..
      • Keeping quiet….
      • Active Listening
      • How do you respond
      • Response should be non judgemental
    • Listening skills
    • 5 basic reasons we do not listen
      • Listening is hard work
      • Competition
      • The rush for action
      • Speed differences in the rate of speaking and understanding.
      • Lack of training
    • 4 Types of listeners
      • The Non-Listener HEARING
      • The Marginal Listener
      • V/s
      • The Evaluative Listener
      • The Active Listener LISTENING
    • How to improve your listening skills?
      • Maintain eye contact with the instructor
      • Focus on content than on the way that it is being said.
      • Avoid selective listening
      • Avoid distractions
      • Ask questions to stay active and interested.
      • Face the speaker
      • Maintain eye contact
      • Respond appropriately – say yes, nod, etc.
      • Do not be preoccupied with your own thoughts.
      • Person who responds emotionally is not listening actively.
      • Person who allows emotions to interfere in response is saying “Listen to me –I know best.”
    • Artful Critique
      • Be specific: Use three steps of Assertiveness.
      • Specificity is important for praise also.
      • No character or personality assassination
      • Offer a solution: Else it leaves other person frustrated, inefficient, deficient(include suggestions about how to take care of these problems)
      • Be present: Face to Face
      • Memo makes communication impersonal.
      • Be sensitive: Empathy- be attuned to the impact of what you say & how you say it on the person at the receiving end.