Effectiveness-in-communication

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  • 1. Effectiveness in communication.
  • 2. Essence of Communication.
    • We communicate
    • We communicate always
    • Meaning of communication is the response one gets.
  • 3. A’s reality B’s reality Non verbal message A Verbal Message Intended meaning B Perceived meaning Shared space
  • 4. Basic components of communication.
    • Sender
    • Receiver
    • Message
    • Feedback
    • Replication
    • Understanding
    • Noise
  • 5.
    • Noise
    • Mind of receiver
    • Mind of sender
    • Communication filters
    • Semantics
    • Emotions
    • Attitudes:beliefs,enforced by emotions
  • 6.
    • Role expectations
    • Non verbal messages
    • Eye contact
    • Gestures
    • Send clear messages - make use of repetitions,select words carefully,time the message.
  • 7. Changing attitudes
    • Provide feedback(positive feedback equals positive behaviour)
    • Change the conditions & consequenses
    • Observed behaviour (provide positive role models)
    • Provide opportunities for personal enrichment.
  • 8.
    • Attitudes are acquired from peers from personal experiences.
    • To change attitudes: Effect the consequences.
  • 9. 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.
  • 10.
    • 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.
  • 11. 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.
  • 12. 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
  • 13. 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.
  • 14. Never allow Emotions to Pollute Thinking. You cant help the way you feel but you can control the way you act.
  • 15. 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
  • 16. 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.
  • 17.
    • 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?”
  • 18. 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.
  • 19. 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.
  • 20. Barriers to Communication
    • Arguing
      • Blaming
      • Disagreeing
      • Excusing
      • Claiming impunity
      • Minimizing
      • Pessimism
      • Reluctance
      • Unwilling to change
  • 21.
    • Interrupting
      • Talking over
      • Cutting off
    • Denying
      • Inattention
      • No answer
      • No response
      • Sidetracking
  • 22.
    • Ignoring
      • Challenging
      • Discounting
      • Open hostility
  • 23. 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.
  • 24. 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
  • 25. Five ways to deal with anger
    • Confrontation
    • Avoidance
    • Withdrawal
    • Compromise
    • Smooth over
  • 26. Causes of Conflict
    • Breakdown in Communication
    • Clash of Values
    • Clash of personalities
  • 27. 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.
  • 28.
    • Good communicator should always avoid Win/Lose & Lose/Lose situations
    • Neither of these are adequate solutions.
  • 29.
    • Always assume attitude of patience
    • Define the problem
    • Collect facts & opinions
    • Consider the facts
    • Define your expected results
    • Implement the selected solution.
  • 30. 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.
  • 31. Become an Active Listener.
    • What does listening mean to you…..
    • Keeping quiet….
    • Active Listening
    • How do you respond
    • Response should be non judgemental
  • 32. Listening skills
  • 33. 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
  • 34. 4 Types of listeners
    • The Non-Listener HEARING
    • The Marginal Listener
    • V/s
    • The Evaluative Listener
    • The Active Listener LISTENING
  • 35. 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.
  • 36.
    • Person who responds emotionally is not listening actively.
    • Person who allows emotions to interfere in response is saying “Listen to me –I know best.”
  • 37. 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)
  • 38.
    • 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.