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Basic Communication

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Commuication Process and Cycle

Published in: Business, Technology
  • This is a very good job..

    Need the coppy of this slide..Please mail me at

    mishrabhavesh2@gmail.com

    With best wishes:
    Bhavesh Ch.Mishra
    HCL.
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  • Good work!



    Could you send me the softcopy? Many thanks.



    Yours sincerely,

    CK

    Email: seong_ck@yahoo.com.sg
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Basic Communication

  1. 1. Communication
  2. 2. Key skills <ul><li>Listening </li></ul><ul><li>Absorbing </li></ul><ul><li>Questioning </li></ul><ul><li>Responding </li></ul><ul><li>Analyzing </li></ul><ul><li>Summarizing </li></ul>
  3. 3. SENDER MESSAGE RECEIVER FEEDBACK UNDERSTANDING Communication cycle
  4. 4. The silent side of communication <ul><li>Sometimes the absence of speech is </li></ul><ul><li>A time for paying attention </li></ul><ul><li>A time to understand </li></ul><ul><li>A time of getting ready to respond </li></ul>
  5. 5. The power of a question lies in the fact that it compels an answer !
  6. 6. Why Question?????? <ul><li>To get vital information </li></ul><ul><li>To help the speakers think constructively </li></ul><ul><li>To channel the speakers thoughts towards the objective </li></ul><ul><li>The answers lie in your questions ! </li></ul>
  7. 7. Tips on Probing <ul><li>Choose the right type of question </li></ul><ul><li>Frame your question in keeping with the information required </li></ul><ul><li>Use the appropriate tone and terminology </li></ul><ul><li>Be natural and spontaneous </li></ul>
  8. 8. Types of Questions <ul><li>Factual – to get information and start the discussion </li></ul><ul><li>Explanatory – to get reasons and additional information </li></ul><ul><li>Leading – to introduce a new idea </li></ul><ul><li>Hypothetical – To develop new ideas and change the course of the discussion </li></ul><ul><li>Alternative - To make decision between alternatives and get agreement </li></ul>
  9. 9. Communication Breakdown <ul><li>Physical Environment </li></ul><ul><li>The context of the message </li></ul><ul><li>Selective perception </li></ul><ul><li>Filtering </li></ul><ul><li>Emotions </li></ul><ul><li>Language </li></ul>
  10. 10. Communication Styles Your needs are more important than mine My needs are more important than yours Both our needs are important
  11. 11. We are all human… <ul><li>Often on the job – especially in a job like ours - personal feelings and reactions sneak into our professional activities </li></ul><ul><li>It is human to react to unpleasantness </li></ul><ul><li>It is natural to take it personally </li></ul><ul><li>Some of us are by nature non – assertive and passive </li></ul><ul><li>The key is to be sensitive and professional simultaneously </li></ul>
  12. 12. Is It Easier to Keep the Peace ? <ul><li>How often do you – </li></ul><ul><li>Make Promises you cannot keep ? </li></ul><ul><li>Find it impossible to say No ? </li></ul><ul><li> Find yourself unable to disagree without causing resentment ? </li></ul><ul><li>Fail to reach an agreement with an </li></ul><ul><li>aggressive person because YOU turn </li></ul><ul><li>aggressive yourself ? </li></ul>
  13. 13. The Aftermath…….. <ul><li>Failure Rejection Helplessness </li></ul><ul><li>Guilt Anger Resentment </li></ul><ul><li> Feelings </li></ul>
  14. 14. Non – assertion often leads to - <ul><li>Impractical solutions </li></ul><ul><li>No solutions </li></ul><ul><li>A weak compromise </li></ul><ul><li>An unclear decision </li></ul>
  15. 15. Customers might ……. <ul><li>Grab the opportunity to dominate and manipulate the conversation </li></ul><ul><li>Grow impatient at the inability of reaching a solution </li></ul><ul><li>Grow hostile at the lack of initiative to take a stand </li></ul><ul><li>This is un-professional </li></ul>
  16. 16. In the long term you might feel ….. <ul><li>Incompetent and useless </li></ul><ul><li>Hurt and angry </li></ul><ul><li>Nervous and unconfident </li></ul><ul><li>Successively more sorry for yourself </li></ul><ul><li>This will greatly affect your overall productivity. It is a vicious cycle </li></ul>
  17. 17. The flip side – aggression <ul><li>Do you </li></ul><ul><li>Stand up for yourself at all costs </li></ul><ul><li>Take no account of what people think or feel </li></ul><ul><li>Deride and humiliate other people and dismiss their views </li></ul><ul><li>Want to win unconditionally </li></ul>
  18. 18. Uncalled for aggression leads to.. <ul><li>Finding fault with colleagues and customers </li></ul><ul><li>Constantly being on guard - touchy </li></ul><ul><li>Being drained of productive energy </li></ul><ul><li>Feelings of mistrust against the world at large </li></ul><ul><li>Isolation </li></ul>
  19. 19. The middle path always works…. <ul><li>Being gently assertive …….. </li></ul><ul><li>A sense of confidence </li></ul><ul><li>Confidence and trust in others </li></ul><ul><li>A sense of responsibility for our actions </li></ul><ul><li>Initiative </li></ul><ul><li>High energy levels </li></ul><ul><li>Overall productivity increase </li></ul><ul><li>A balance of assertiveness and sensitivity </li></ul>
  20. 20. Some effective kinds of assertion <ul><li>Basic </li></ul><ul><li>Empathetic </li></ul><ul><li>Discrepancy </li></ul><ul><li>Negative Feeling </li></ul><ul><li>Consequence </li></ul><ul><li>Stay on top of things …… </li></ul>
  21. 22. Some Negotiation Outcomes LOSE / WIN WIN / LOSE LOSE / LOSE WIN/ WIN

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