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SOFT SKILLS WORLD takes pleasure in introducing itself as an experienced and competent conglomeration with more than 300 Training & Development professionals. This team represents key functional …

SOFT SKILLS WORLD takes pleasure in introducing itself as an experienced and competent conglomeration with more than 300 Training & Development professionals. This team represents key functional domains across industries.

We sincerely look forward to joining hands with your esteemed organization in our endeavour to create a mutually satisfying win-win proposition per se Organization Development interventions.

May we request you to visit us at http://www.softskillsworld.com/to have a glimpse of the bouquet of our offers .We have partnered with the best & promise you an excellent organizational capability building.

We firmly believe Hard Skills alone are not sufficient enough to enhance business success. Aligned with high performance organizational culture and given the right direction, Soft Skills is the best recipe for business success.

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  • Ram said shyam will go to hospital in fire brigade to see his cousin who is admitted in hospital. His cousin has serious burn injuries due to jealousy and was rushed to hospital through hand cart because ambulance was deployed in farms for cultivation
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Transcript

  • 1. ART OF EFFECTIVE COMMUNICATION BY: SOFTSKILLS WORLD
  • 2. Expectations from the Program A Syndicate Exercise Based on the syndicate’s desire to learn today
  • 3. Communication Skills “It takes 3 years to learn how to use your tongue; however it takes lifetime to learn when and where to use it” - Anonymous
  • 4. One sentence can „Make a big difference‟…..
  • 5. Functions of Communication1. Control member behavior.2. Foster motivation for what is to be done.3. Provide a release for emotional expression.4. Provide information needed to make decisions.
  • 6. Communication Styles In Organizations STYLE TYPESWritten Communication Letters, Office memos, Reports, Instruction manuals, policies, Forms, EmailVerbal Communication Formal and Informal ConversationNonverbal Communication Human behavior, Facial expressions, Body language
  • 7. Grapevine• Grapevine Characteristics – Informal, not controlled by management – Perceived by most employees as being more believable and reliable than formal communications – Largely used to serve the self-interests of those who use it – Results from: • Desire for information about important situations • Ambiguous conditions • Conditions that cause anxiety
  • 8. ACTIVITY TIME
  • 9. Formal Channels Of Communication Upward Communication • Suggestions for improvement • Disputes • Performance reports Horizontal Communication•Advice to other departments Employee•Coordination with other departments•Problem solving for other departments Downward Communication•Problem solving within departments •Job instructions •Plans and Policies •Procedures and Rules •Performance Feedback & Goals
  • 10. Information Richness of Communication ChannelsLow channel richness High channel richness Routine Non-routine
  • 11. One Way Versus Two WayCommunication
  • 12. Structure Of Communication• Sender• Receiver• Message• Medium• Context
  • 13. Communication Process SenderDevelop idea Encode Transmit Feedback MediumUse Accept Decode Receive Receiver
  • 14. Communication ProcessSender  His/her knowledge on the subject or issue and ability & limitation to communicate effectively  His/her psychological make up & perception  His/her biases, prejudices about receiverMessage Content Clarity Construction/structureMedium Choice Suitable for sender or receiver or both
  • 15. Communication Process• Receiver  His/her ability to receive and understand effectively  His/her psychological make up & perception  His/her biases, prejudices about sender  His/her attitude about the subject/issue• Situation or context Physical setting Social context Situation expectancies or readiness
  • 16. Barriers To CommunicationStructural Environmental• Distance • Noise• Time • Other people intruding• Company : Structure/ • Discomfort (Temperature, Systems Space, Humidity,• Wrong Media Ventilation etc ) • Distraction
  • 17. Barriers To Communication Cont…Language Psychological• Vocabulary • Fear• Ambiguity • Shyness• Jargon • Aggression• Woolly use of language • Bias / Prejudice,• Rambling Assumption • Pressures • Mood • Ego
  • 18. Barriers To Communication Cont… Sender’s Weaknesses• Inappropriate tone or • Lack of planning & approach preparation• Poor listening • Sending solutions/• Lack of sufficient conclusions knowledge• Lack of adequate skills
  • 19. Barriers To Communication Cont… Receiver’s Weaknesses• Reluctance to receive • Not paying attention• Prejudgment of issue or • Only hearing not listening person • Not clarifying• Unfamiliarity with the subject • Assuming
  • 20. Common barriers to communication:Apparent ‘cause’ Practical ExamplePhysiological Message in an internal report not received due to blindness.Psychological Message from external stakeholder ignored due to ‘groupthink’Cultural Message from organisation misinterpreted by members of a particular groupPolitical Message from internal stakeholder not sent because individual is marginalisedEconomic Message not available to a public sector organisation due to lack of resourcesTechnological Message not delivered due to technical failurePhysical Message cannot be heard and visual aids cannot be seen by some members of the audience
  • 21. Overcoming the Barriers…• Say to yourself, “I will get Response”• Come up with a topic for discussion everyday• Start improving upon pronunciation• Develop habit of reading – start with the English newspaper / Comics• Understand first, then communicate• Don’t be afraid of asking questions
  • 22. The 4C Model Of Effective Communication  Completeness  Conciseness  Clarity  Correctness
  • 23. Benefits of effective communication• Quicker problem solving• Better decision making• Steady work flow• Strong business relations• Better professional image
  • 24. Impact of Informal Communication in Organizations
  • 25. Questioning TechniqueOpen Vs Closed Questions?
  • 26. • Tell me how you went about…?‟ (open)• „How did you prepare?‟ (open – secondary)• „What was your starting point?‟ (probe)• „So, what happened next?‟ (probe)• „Who else was involved?‟ (probe)• „And how did they respond?‟ (probe)• „What were your thoughts at that stage?‟ (probe)• „What were the main outcomes?‟ (probe)• „So, that took a total of six weeks?‟ (closed – clarifying)• „Was it your idea or someone else‟s?‟ (closed – clarifying)• „And the patient made a full recovery?‟ (closed – clarifying)• „So, let me see if I‟ve followed you…‟ (checking – summary)
  • 27. Some more examples….• "How many people were involved in the fight?" "About ten." "Were they kids or adults?" "Mostly kids." "What sort of ages were they?" "About fourteen or fifteen." "Were any of them wearing anything distinctive?" "Yes, several of them had red baseball caps on." "Can you remember if there was a logo on any of the caps?" "Now you come to mention it, yes, I remember seeing a big letter N."
  • 28. Form Cocoon Avoid any kind of side disturbances or disruptions by creating a cocoon around you which can help you concentrate more on the message of the speaker…‘This can help you deliver better andbuild a trust for yourself’
  • 29. Unconscious mind informs both the people ..he is interested in whatever I am saying…
  • 30. Engage yourselfShow your interest and willingness to here theclient….do not project at any stage that theclient is secondary ,that may lead to builddistrust….
  • 31. Don‟t „Assume‟“Assumption is communication‟s greatest enemy”
  • 32. Success for YOU……in the new global and diverse workplace requiresexcellent communication skills!