1. Communication
Naresh Jandial

2. stimulus encodes decodes
decodes encodes
THE COMMUNICATION PROCESS
SENDER RECEIVER
noise
Message/
Medium
Feedback/
Medium

3. Purpose of communication
 In groups list the purpose why we
communicate and identify the aims of good
communication.
 List the different forms communication
takes.

4. To Achieve Targeted Perception
 To get an action
 To change a behavior
 To ensure understanding
 To persuade
 To get & give information

5. COMMUNICATION
Types of Communication:
LINGUISTIC
(Verbal)
Non Verbal
( Body Language)
appearance,
postures, emotions,
eye contact
Oral
PARA LINGUISTIC
(accent, tone, mannerism
Written

6. Communication Skills
 Verbal
-Speaking
-Writing
-Listening
-Reading
 Non Verbal
-Body Language
-Paralinguistic

7. Levels of Communication
 Why
 What
 When
 Where
 Who
 How

8. Speaking Skills
 Having clarity on the purpose
 Logically arranging the content
 Good blend of Emotions and Contents
 Language – Vocabulary
 Practice
 Speaking itself

9. Exercise
What You Will Speak ?
 Launching a new product to the Doctor.
 Presenting a Gift (Kitchen Utility item) to the
Customer.
 Taking Feedback on new product from customer.
 Introducing your FM/RM/ZM to the Doctor/Chemist.
 On telephone giving feedback on product campaign
to your FM.
 Inviting a doctor to attend a CME.

10. Writing Skills
 ABC of good writing :
-Accuracy
-Brevity
-Clarity
 Write Up should be simple and clear
 Plan the sentences and their sequence
 Write-up should be simple and clear
 Should be written neatly
 Prepare a draft first
 Read and re-read
 Ask some one else to read

11.  Letter should contain:
- Who is Who
-Subject
-Salutation
-Body of the letter
-Summarize
-Close

12. Exercise
 Write a letter to your outstation doctor regarding
availability/non availability of your product.
 Write a letter thanking your doctor for giving prescription of
new product.
 Write a letter to your FM regarding successful product
campaign.
 Write a letter to FM asking his permission to include a
potential customer in the SVL.
 Write a letter to avail leave as you are going to attend a family
function to your FM.

13. NON-VERBAL ANALYSIS
Take each of the gestures listed below. What message is the person giving us
through them?
BEHAVIOUR MESSAGE
YAWNING ‘I’M FEELING TERRIBLY BORED
TURNING UP THE NOSE ………………………..
CROSSING THE LEGS ABOVE KNEE ………………………..
SITTING ON THE EDGE OF A CHAIR ………………………..
RUBBING THE NOSE ………………………..
SCRATCHING THE HEAD ………………………..
RAISING AN EYEBROW ………………………..
CROSSING THE ARMS AT THE CHEST ………………………..
BITING THE LOWER LIP ………………………..
CRACKING THE KNUCKLES ………………………..
STROKING THE CHIN ………………………..

14. COMMUNICATION
(The Barriers – Originating from the Receiver’s side)
• Not paying attention
• Preconceived notion about the speaker
• Mind reading
• Passivity
• Selective listening
• Interfering

15. COMMUNICATION
(The Barriers – Originating from the Sender’s side)
• Bad timing
• Inappropriate medium or language
• Inappropriate non-verbal communication
• Inappropriate style, tone, gestures etc.
• Too much or little (Failing to define message)
• Aggressive or submissive
• Message vague in sender’s mind
• Relying on False assumptions like
•(Everyone; holds your view point/has same meaning of a word)

16. Listening
 Listening is:
 Hearing words and tones
 seeing non verbal clues
 perceiving feelings
 encouraging the speaker
 demonstrating you are listening and are interested
 paraphrasing
 ask relevant questions

17. Listening:
“You sound ______ about
this.”
that.”
the other thing.”
angry
upset
worried
frustrated
depressed

18. In contrast to...
 rationalizing - adding your reasons to the
feelings
 questioning - motives and reasoning
 supporting - prematurely
 defending - other players
 judging - motives, reasoning or
personality
 parroting - restating in exact manner

19. Goals of Listening:
 Clarify content of the message
 Verify any non-verbal messages
 Gather additional information
 Provide a genuinely personal response
 Promote problem solving behavior

20. Other Listening and Responding Skills:
 Ask questions to clarify content
 Use empathy to reflect and share feelings
 Provide encouragement and feedback
 Summarize content where appropriate

21. Communicating
 Speak slowly
 Use simple language
 One question at a time
 Give one piece of
information at a time
 Use gestures
 Listen and be patient
 Encourage other person to:
 To speak as able
 Reduce
distractions/background
noise.
 Do not shout
 write things down

22. Proximity/personal space
 Proximity( the physical
distance between 2
people)
 Orientation(the physical
angle at which one
faces another)
 Movement (influenced
by physical setting)
 informal
(status,relationship,age)
 Fixed features unmoveable
boundaries
 Semi-fixed distance
between people furniture
can be moved
 Territorial
fixed feature space used for
maintaining/regulating
social interactions. Only
enter by invitation.

23. Summary
 Communication is:
 Person to person, group
to group.
 It Conveys:
 Facts, information,
moods, attitudes,
feelings, values.
 It is dependant on:
 It’s context, codes,
culture/backgrounds,
responses and co-
operation
 Communication aims to:
 Place the client in the centre
 Give information/explanations
 provide social interaction
 Remove fears/provide support
 Remove feelings of isolation
 encourage and motivate
 prevent /deal with aggression
 prevent misunderstandings

24. Communication Skills for Professional as Senders
 Send clear and complete messages.
 Encode messages in symbols the receiver
understands.
 Select a medium appropriate for the message AND
monitored by the receiver.
 Avoid filtering (holding back information) and
distortion as the message passes through other
workers.
 Ensure a feedback mechanism is included in the
message.
 Provide accurate information to avoid rumors.

25. Communication Skills for
Professional as Receivers
 Pay Attention to what is sent as a message.
 Be a good listener: don’t interrupt.
 Ask questions to clarify your understanding.
 Understand linguistic styles: different people speak differently.
 Speed, tone, pausing all impact communication.
 This is particularly true across cultures.
 High vs. Low Context
 Be empathetic: try to understand what the sender feels.
 Listen carefully