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Unit 7 Communication, Perception, Leadership.ppt

  1. Unit 7: Communication, Perception, Leadership Certified Business Analyst
  2. Private and Confidential 2 Agenda In this session, you will learn about: • Appreciate the importance of various behavioral aspects with context to a BA Role : o Communication skills o Perception o Leadership
  3. Communication: An Art
  4. What is Communication? Communication is simply the act of transferring information from one place to another.
  5. Private and Confidential 5 What is Communication? The Transmission of a Message from a Sender to Receiver(s) in an Understandable Manner
  6. Private and Confidential 6 What is Communication? Communication Channel Understanding Sender Receiver Encoding Decoding When two or more people are in the same place and are aware of each other's presence, then communication is taking place, no matter how subtle or unintentional.
  7. Private and Confidential 7 Elements of Interpersonal Communication Communicators Message Noise Feedback Context Channel
  8. Private and Confidential 8 Communicators One Way Process
  9. Private and Confidential 9 Communicators Two way process – Interactive Process
  10. Private and Confidential 10 Message Message not only means the speech used or information conveyed….
  11. Private and Confidential 11 Message …But also the non-verbal messages exchanged such as facial expressions, tone of voice, gestures and body language.
  12. Private and Confidential 12 Non-Verbal Communication
  13. Private and Confidential 13 Noise Anything that distorts the message, so that what is received is different from what is intended by the speaker.
  14. Private and Confidential 14 Noise The use of complicated jargon, inappropriate body language, inattention, disinterest, and cultural differences can be considered 'noise‘.
  15. Private and Confidential 15 Feedback Feedback consists of messages the receiver returns, which allows the sender to know how accurately the message has been received Feedback allows the sender to regulate, adapt or repeat the message in order to improve communication.
  16. Private and Confidential 16 Context All communication is influenced by the context - Situational and Social - in which it takes place.
  17. Private and Confidential 17 Channel The physical means by which the message is transferred from one person to another.
  18. Private and Confidential 18 A Quick Recap • One Way Process • Two way process – Interactive Process Communicators • Speech • Non-verbal messages exchanged such as facial expressions, tone of voice, gestures and body language Message • Anything that distorts the message • Physical 'noise', complicated jargon, inappropriate body language, inattention, disinterest, and cultural differences Noise • Messages the receiver returns, Allows sender to adapt, Regulate or repeat • Direct verbal statements, subtle facial expressions or changes in posture Feedback • Situational context, Social Context • The emotional climate and participants' expectations of the interaction Context • Speech and Vision • Only Speech Channel
  19. Private and Confidential 19 The Goal
  20. Private and Confidential 20 Which Means, the Communication Needs to be….
  21. Private and Confidential 21 Types of Communication VERBAL NON- VERBAL
  22. Private and Confidential 22 Types of Communication Communication Verbal Face to face, tele, radio etc. Non Verbal Body lang., gesture, dress, smell Written Visual
  23. Private and Confidential 23 Communication Style
  24. Private and Confidential 24 Communication Style
  25. Private and Confidential 25 Elements of Personal Communication
  26. Private and Confidential 26 Verbal Communication: Listening Skills Listening is the ability to accurately receive messages in the communication process.
  27. Private and Confidential 27 Verbal Communication: Listening Skills Source: Adler, R., Rosenfeld, L. and Proctor, R. (2001) Interplay: the process of interpersonal communicating (8th edn), Fort Worth, TX: Harcourt. Not Communicating, 30% Listening,45% Writing, 9% Reading, 16% Speaking, 30% Communicating, 70% Not Communicating Listening Writing Reading V/S Hearing Hearing refers to the sounds that you hear Listening Listening requires more than that: it requires focus. It means being aware of both verbal and non-verbal messages
  28. Private and Confidential 28 Listening Skills: 10 Principles Source: 1. Stop Talking 2. Prepare Yourself to Listen 3. Put the Speaker at Ease 4. Remove Distractions 5&6. Empathise and Be Patient 7. Avoid Personal Prejudice 8. Listen to the Tone 9. Listen for Ideas – Not Just Words 10.Wait and Watch for Non- Verbal Comm. A good listener will listen not only to what is being said, but also to what is left unsaid or only partially said.
  29. Private and Confidential 29 Listening Skills: Verbal and Non-verbal Signs Source: Non-Verbal Cues • Smile • Eye contact • Posture • Mirroring • Distraction Verbal Cues • Positive Reinforcement • Remembering • Questioning • Reflection/paraphrasing • Clarification • Summarization
  30. Perception
  31. Private and Confidential 31 Perception Matters! YOUR PERCEPTION IS YOUR REALITY!
  32. Private and Confidential 32 We have to consider not just the single element but how the totality is perceived. In Totality
  33. Private and Confidential 33 Cultural Influences on Perception
  34. Leadership
  35. Leading by Example Lead by Example
  36. Boss vs. Leader
  37. Private and Confidential 37 The Right Order and Why? 30 minutes 10 minutes Where are we going? Where are we now?
  38. Private and Confidential 38 A BA is a Leader Without a Title A BA is a Leader Without a Title
  39. Private and Confidential 39 How to Assume Subtle Leadership? Influencing people, dealing with hidden agendas, and resolving conflicts (that range from professional to political to personal) Influencing people to perform tasks, often which they may not really like to do Educating and training people who may not want to be educated or trained in the subject Interrogating people while building and maintaining relationships Attentive and centered listening, and do this while challenging the brain to process information in parallel What a BA must do to assume subtle Leadership?
  40. Private and Confidential 40 Leadership is Not About Positions
  41. Private and Confidential 41 Leadership is Not About Influence Either!
  42. Private and Confidential 42 Just Imagine…. Imagine if corporations eventually allowed BA's to take on the mantle of a leader and also provide them with the appropriate level of authority….. How much more effective BAs could be as leaders?
  43. Private and Confidential 43 Leadership: Styles & Model
  44. Private and Confidential 44 Levels of Leadership
  45. Show The Way
  46. The 80/20 Rule 20% of Actions (Time, Resources and effort) 80% of Results (Rewards)
  47. Eat That Frog! "If you have to eat two frogs, eat the ugliest one first!"
  48. Leaders Speak
  49. & Thank You For Your Attention