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Communication Not Simple.ppt
- 3. BASICS OF COMMUNICATION We communicate with somebody Communication is an action Information is content Communication is non repeatable Total message = messages we speak, verbal + non verbal
- 6. COMMUNICATIONS Knowledge Emotions Attitudes Skills Social- cultural Verbally 7% Vocal cues 38% Expression Gestures Body language Actions 55%
- 7. COMMUNICATION PROCESS SENDER ENCODING CHANNEL DECODING RECEIVER FEEDBACK MESSAGE MESSAGE MESSAGE MESSAGE
- 8. DISTORTION MESSAGE Content Codes/symbols CHANNEL RECEIVER Prejudices Perceptual skills Knowledge Attention span Attitude Social-culture APPREHENSION: Undue tension and anxiety about oral/ written or both SENDER Knowledge Skill Attitude Social-culture
- 9. CHOICE OF CHANNEL Channel richness Types of message Choice of Medium Richest Non-routine, Ambiguous Leanest Routine, Clear Face-to-face talk Telephone E-mail Memos, letters Bulletins, general reports
- 10. COMMUNICATION BARRIERS Filters Selective perception Emotions Physical Semantic (language) Human nature makes us want to hear only what pleases us and to reject that which does not.
- 11. NON-VERBAL COMMUNICATION Expressions are confused with the message itself. We tend to analyze and respond to the other’s non verbal communication. Accurate and timely reading of non verbal language is necessary to understand the meaning of the message. Our feelings of self-confidence, attitudes are transmitted by our body language Actions speak louder than words
- 12. NON VERBAL BEHAVIORAL ASPECTS Eye-contact Hand shake Body space Body posture Facial expressions Gestures Dressing style Timing
- 13. KEY COMMUNICATION SKILLS ACTIVE LISTENING Make eye contact Exhibit appropriate facial expressions, affirmative head nods Avoid distracting gestures or actions Ask questions Paraphrase Avoid interrupting the speaker Don’t over talk be sensitive
- 14. KEY COMMUNICATION SKILLS FEEDBACK SKILLS Focus on specific behaviors Keep feedback impersonal Keep feedback goal oriented Make feedback well timed Ensure understanding Direct negative feedback toward behavior that is controllable by the recipient
- 16. LISTENING GAME You weredriving a car on the DELHI - AGRA highway. As he reached the cross- junction of the highway, fast moving truck from the left approached the road and hit the car on the left rear side. The car hit an electric post on the right side of the highway and the window glasses were shattered. The car driver got injured and hospitalized. The truck hit a passing bus and overturned near a culvert.
- 17. LISTENING SKILLS Be there * MENTALLY * EMOTIONALLY * PHYSICALLY Empathize with the speaker Use positive body language and other responses to show you are listening. Avoid distracting actions or gestures. Ask questions Listen to CONTEXT- Listen for CONTENT. Judge later.
- 18. LISTEN TO CONTEXT, LISTEN FOR CONTENT, AND YOU WILL LISTEN EFFECTIVELY.
- 19. THE MORE YOU TALK, THE LESS YOU LISTEN, AND THE MORE YOU TALK, THE LESS OTHERS WILL LISTEN.
- 20. IS YOUR COMMENT PERTINANT? IS YOUR COMMENT INFORMATIVE? DO YOU HAVE YOUR THOUGHTS IN ORDER? IF NOT, YOU'RE BETTER OFF LISTENING.
- 21. CAREFUL LISTENING ELIMINATES MISUNDERSTANDING If anything can be misunderstood, it WILL be misunderstood. Most people are AFRAID to admit that they do not understand. Others are TOO PROUD to say that they haven't understood. As a result you don't even realize that they haven't got your message until everything is all messed up. One way to be sure that your message has gone home is to ASK your listener to repeat the message back to you in his own words. Like that, you can be sure that you are both on the right wavelength and that your listener understands your message and NOT HIS OWN INTERPRETATION OF IT.
- 22. LISTEN TO OTHERS SOME VALUABLE TIPS When listening, always follow this order: 1. Hear > 2.Understand > 3.Interpret >4.Respond don't jump from "hear" to "respond" without making sure you understand
- 23. Focus your attention on understanding someone's meaning instead of formulating your response. Avoid interrupting people; wait until they have finished making their points.
- 24. Ask open-ended questions to draw out a person's thoughts and feelings by using phrases beginning with "what," "how," "describe," "explain," and so forth. Avoid close-ended questions that can be answered with a "yes" or a "no."
- 25. Attend to the feelings, as well as the content, of the message. Use your knowledge of non-verbal behaviour to assess how a person is feeling. Sit or stand squarely facing the other person. Lean forward to show interest. Practice using your listening skills at home and with friends. Look and be interested.
- 26. LISTENING SKILLS Be patient; DO NOT complete sentences for the speaker; avoid interrupting the speaker. Watch your LISTEN/TALK ratio. PARAPHRASE to verify your understanding. Avoid PHYSICAL & PSYCHOLOGICAL barriers. Listening mostly leads to ACTION.
- 27. YOU ARE JUDGED BY THE WAY YOU SPEAK
- 28. Attitudes when dealing with negative feedback DEFENSIVE CONFRONTING Denial Owning Rationalization Self-analysis Projection Empathy Displacement Exploration Quick acceptance Data collection Withdrawal Expressing feelings Aggression Help seeking Humor Concern Competition with authority Listening Cynicism Positive critical attitude Intellectualization Sharing concern Generalization Experimenting Pairing Relating to group RESULTS IN A CONFLICTED SELF RESULTS IN AN INTEGRATED SELF
- 29. JOHARI WINDOW Arena (A) Blind (B) Closed (C) Dark (D) Known to Self Not Known to Self Not Known to others Known to others
Editor's Notes
- Communication serves four major functions within a group or in any organization. Control, communication acts to control member behavior in several ways. Formal and informal communication controls the member’s behavior. Motivation, communication fosters motivation by clarifying to employees what is to be done, how well they are doing, and what can be done to improve performance. The formation of specific goals, feedback on progress toward the goals, and the reinforcement of desired behavior all stimulate motivation require communication. Emotional expression, the communication by which members show their frustrations and feelings of satisfaction. Communication, therefore, provides a release for the emotional expression of feelings and for fulfillment social needs. Information, communication facilitates decision making. It provides the information that individuals and groups need to make decisions by transmitting the data to identify and evaluate choices.
- Look directly at another person to whom you are speaking , it is an effective way of declaring that you sincere about what you are talking and that it is directed towards that person. A firm handshake conveys confidence. People react emotionally to the surroundings. Environment can affect how people feel, ranging from pleasure to dominance. All of us can identify with an area that indicates ownership, comfort zone, and defense our territory against those who may invade it. The ‘weight’ of your messages to others will be increased if face the person, stand or sit appropriately close, lean towards him/her, and hold your head erect. Expression of appropriate feelings on your face. Hand or arm gestures to describe and emphasize your message takes on added emphasis. Volume, tone and inflection - rate of speech, pitch of the words and stress on different words Dressing habits that make you look confident. Judgement is necessary as when to say something or act in a particular situation.
- While you listen with your ears, people judge whether you are listening by looking at your eyes. Through nonverbal signals a listener shows interest in what is being is said. The other side of showing interest is avoiding actions that suggest your mind is somewhere else; looking at the watch, shuffling papers, playing with paper weight, looking at the door or other similar actions. A critical listener asks questions, this behavior provides clarification, ensures understanding and assures the speaker that you are listening. Restating what the speaker has said in your own words. By rephrasing what the speaker has said in your own words and feeding it back to the speaker verifies your accuracy of understanding. Let the speaker complete his/her own thoughts before you try t respond. Most of us would rather speak our own ideas than listen to what someone else says. You can’t talk and listen at the same time. Don’t make fun of what is being said.
- Feedback should be specific rather than general. Avoid statements like “you have bad attitude” or “I am really impressed with the good job you have done.” they are vague, and while they provide information, they don’t tell the recipient how “bad attitude” or on what basis a good job has been done. A negative feedback should be descriptive rather than judgmental or evaluative. Keep the feedback job related and never criticize one personally because of an inappropriate action. Better to say “you interrupted me twice with questions that were not urgent.” If you have to say something negative, make it sure it’s directed towards the recipients goals. Such feedback undermines your credibility and lessens the meaning and influence of feedback. Feedback is more meaningful if there is a short interval between his/her behavior and the receipt of the feedback about the behavior. Is your feedback concise and complete enough so that the recipient clearly understands your communication. There is a little value in reminding a person of some shortcoming over which he/she has no control. When negative feedback is given concerning something that is controllable by the recipient, indicate specifically what can be done to improve the situation.