The document introduces the SYM Model of Communication. SYM stands for Someone, You, Me and represents reversing the typical order of priority in communication from the speaker's perspective to considering others first. Specifically, the model advises giving first importance to "someone" not involved in the communication, second to the intended audience "you", and third to the speaker "me". The model can be applied to both written and verbal communication contexts. Examples are provided to illustrate how applying the SYM approach can lead to more effective and unbiased communication that creates a win-win environment by understanding other perspectives.
LECTURE maintenance management is important 1.pptx
Sym model of communication - A communication model created by Arvind
1. SYM Model of Communication
A Communication Model - Easy to Remember and Simple to
Implement with Tremendously Sparkling Results…
Arvind Kumar Bhardwaj 1/15/08 SYM Model of Communication
3. Created By – Arvind Kumar Bhardwaj 2
Prepared by: Arvind Kumar Bhardwaj
C O N T E N T S
CONTENTS ------------------------------------------------------------------------------------------------------------------------------- 2
1. FEW WORDS BEFORE YOU READ SYM MODEL OF COMMUTATION --------------------------------------------------- 2
2. WHY SYM------------------------------------------------------------------------------------------------------------------------ 2
3. SYM MODEL OF COMMUNICATION----------------------------------------------------------------------------------------- 3
4. WHERE IT CAN BE USED------------------------------------------------------------------------------------------------------- 3
5. SOME EXAMPLES AND ILLUSTRATIONS ------------------------------------------------------------------------------------ 4
A. VERBAL COMMUNICATION EXAMPLE -------------------------------------------------------------------------------------- 4
B. WRITTEN COMMUNICATION EXAMPLE ------------------------------------------------------------------------------------ 5
6. BENEFITS ------------------------------------------------------------------------------------------------------------------------ 6
1. Few Words Before You Read SYM Model of Commutation
I have read numerous books, countless magazines, incalculable articles and realised that some of great
books/articles/magazines are not liked by several great readers. I am writing ‘great readers’ as they are not
naïve but they are really experienced reader but still did not like and benefited from that literary work. After
researching a lot I realised that no literary work is good or bad, what makes it good or bad is reader’s
attitude towards the subject and writer. So if you want to really benefit from any reading including this one,
have a learning-researching-discovering-practicing attitude towards it.
2. Why SYM
SYM model is derived from some of biggest mistakes people make in communication like –
• Psychological theory ‘I am more important then others’ encourage us to look things from our eyes
rather than seeing the world from other’s perspective
• From childhood we were taught how to speak effectively and fluently but vey little about how to
listen efficiently.
• Putting less effort on listing and understating; compare to, waiting for our time to ask questions.
• Telling more and listening less
• Fail to sit in others skin and see the world from their eyes or understating their perspective
There is much written to overcome some of similar problems but those were difficult to remember and
implement as they were complex theories.
So I decided to write something which is easy to remember and simple to implement. Remember it is simple
but not simplistic.
4. Created By – Arvind Kumar Bhardwaj 3
3. SYM Model of Communication
Worried about why SIM and what is means!! Let’s start. SYM (how to spell- variant of sym- before b, p, m:
symbol; symphony; symmetry.) SYM stands for Someone, You and Me.
SYM is about reversing the natural law of communication.
Research shows that normally most of us if not all; give importance in sequence as first to
us(speaker/writer), second to you(target audience) and third to somebody(someone else who is looking this
conversation/writing and not related to it).
So as part of SYM theory, we will give first importance to someone (someone else who is looking this
conversation/writing and not related to it) to nullify the biased as talker and listener both can be biased
about their interests which may weaken the conversation.
Secondly to you (target audience) as prime intention of communication is convey the message which
largely dependents on decoding rather the coding. And
Thirdly to me (speaker/writer)
Don’t worry – ‘seeing you at last’; while applying this theory you will be accepted and understood more
evidently, I promise.
4. Where It Can Be Used
SYM Model of communication can be beneficial in any kind of communication where a person wants to
express himself/herself; whether it is written communication like emailing, proposal writing, newsletter
writing, article writing, speech writing or verbal communication like speeches, presentation or casual
conversation. Thus SYM’s scope is very wide and I will leave to him/her; how he/she uses to achieve
his/her goal.
5. Created By – Arvind Kumar Bhardwaj 4
5. Some Examples and Illustrations
Verbal Communication Example
I was leading a team of 7-10 professionals in my previous company. Team was really going
through tough time. Team has missed deadlines and testing team was finding numerous bugs
everyday; it was almost impossible to complete the project on time with current capacity.
Management’s expectations were really crushing us team’s moral. Team members were stretching
and working hard while skipping their break times. I was able to sense, what a difficult time my
team was going through.
I tried many ways to motivate them but nothing works. I look two hours break and jot down
all the points what management expect, what team members expect and what I expect(see the
order; it is SYM based approach). After researching all the points I called all team members for a
meeting - a brain storm session.
I told them, I am fully aware the challenging time, we are going trough. I am also aware that
each team member is putting more than their 100% to work but still we are facing issues. I shared
with them what management is expecting from us. [Note I did not tell them, what I am expecting
from them]. I asked the team if you are in my place what actions you would take to resolve all the
issues and complete the work on time with quality deliverables. I told every team member don’t
hesitate if their solution is totally stupid and if it can not be implemented, like if I am bothering them
too much for status update for each element they are feel free to tell. After having a brain storm
session for about one hour, we got countless suggestions, like work in night shift to have a better
coordination with onshore. Inform to testing team to report bugs as soon as they get rather than
reporting weekly for quick resolution and to avoid such mistake in future work. Implement the agile
mythology rather than water fall model. Get a SPOC for BSA/Testing related query. Time sheet
submission monthly rather than daily and many more which is not worth to list here.
We implemented around 30% their suggestion. As these suggestions directly came from
them, they feel proud and were more committed to those guidelines. They took complete ownership
for their suggestion.
Thus we were able to complete the projects on time with 100% compliance to budge and
quality. It was not possible if I would have not seen the project form their eyes and visualise the
issues from their insides.
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a. Written Communication Example
Below is one example where I was having an issue with my washing machine. Service
provides was asking me additional visit charge which I was denying to pay. As service provider was
not listening to me I decided to write email to Krishna, Karnataka head of Whirlpool Appliances.
Before writing email to him, I thought for a moment for SYM model. First I thought if some one else
will look into this issue what he thinks and if I am Karnataka head of Whirlpool Appliances what I
would like to see in the email. And at last I have written my concern.
After sending this email, I have received a call from Krishna directly. He first thanks to me
for highlight the real issue and giving feedback. He also replaced the defective parts without any
charge for parts as well as for service.
I was delighted as SYM paid me explicitly this time. One dollar saved is one dollar earned
.
Dear Krishna,
I am using whirlpool fully automatic machine for more than year. Whirlpool is a word class company
with pioneering home care products. It always been a great customer experience with whirlpool
products.
I want to draw your attention for impact of technical service, due to outsourcing model. I am sure
whirlpool management has great desire to solve customers issues with quality service at prompt but
I am not sure if your outsource partner also live with same vision for customer service.
To give an evident, my ticket SR#678945 date XX/XX/XXXX has been opened for many days. It is
not resolved as your outsource partner do not understand warranty guidelines and asking me
charges.
I am sure this case would be also good example to relook your outsourcing technical support
agreement with your outsource business partner for benefits of your loyal customers to build a
steady relationship with them.
I would be great if you could look into the issue and resolve the issue with priority as we always
expect from a word class company’s management.
Thanks and Regards,
Arvind Kumar Bhardwaj
*Note: I would have shown here countless superior emails written or conversation done by many renowned
persons for reference but our intention here is to show, how we as a common man can be benefitted from
SYM not prominent people benefitted already as they knew the art of communication.
7. Created By – Arvind Kumar Bhardwaj 6
6. Benefits
Benefits of using the SYM model of communication are tremendously sparkling, not limited to below points
but many more and I will leave it to your imagination☺.
1. Having a holistic approach of communication
2. Biased free neutral and natural communication.
3. A well understood commutation rather than having a well said communication.
4. An effective persuasive commutation.
5. A ‘win-win environment creating’ communication
Thus think about the SYM before you write or speak to someone next time …..
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