MM Bagali, PhD, HRM, HRD, Communication [Compatibility Mode]


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MM Bagali, PhD, HRM, HRD, Communication [Compatibility Mode]

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MM Bagali, PhD, HRM, HRD, Communication [Compatibility Mode]

  1. 1. communication: Managing Effectively at Work 1
  2. 2. M M Bagali, PhD Professor of Strategic HRM,Brand Ambassador, Asian HR Board, India / 2
  3. 3. Great Speakers aren’t born…... 3
  4. 4. How do you climb the mountain of success, particularly if you have never climbed this mountain before? 4
  5. 5. As with any journey, success isusually determined by the degree of preparation 5
  6. 6. Basics of Communication Everyone Every time Everywhere 6
  7. 7. The Condensed Versionof Mind Preparation:Have the Right Attitude! 7
  8. 8. FACTOID55% of what people perceive of others comes from body language and facial expressions 38% comes from tone of voice7% is based on the actual words people use 8
  9. 9. WaysWays SpeechWords PhoneCharts Letter WritingSymbols EmailAnnual Reports wwwPamphlets TeleconferenceConference BookletSeminars BannerNewsletter SlogansMemo AdvertisementsCircular Non verbalNotice Meetings 9
  10. 10. Three golden rules1. preparation2. preparation3. preparation 10
  11. 11. Oral Presentation • why are you are making a presentation? • what do you want to achieve? • what message do you want the audience to take away? • what will they will gain from listening?Words…… why; how; when; which; how 11
  12. 12. ORAL Speaking• speak clearly - don’t rush• project your voice - speak to be heard at the back of the venue• have a glass of water available• introduce unfamiliar jargon and acronyms• keep track of the time• relax! talk to your audience, not at them 12
  13. 13. Gaining attention• make the audience listen to you from the very beginning of your talk – plan the start carefully• relate your talk to familiar concepts using: – Examples / anecdotes – Analogies / Stories – Role / Drama – Quotations / Proverbs 13
  14. 14. Interaction• involve your audience to help them learn and remember more – be sensitive to atmosphere – use analogies and anecdotes – get them to do something – ask them direct questions – ask for questions 14
  15. 15. Posturing your very Posture• your gestures, body language and facial expressions should help support what you are saying and help you project a confident image. – stand up straight; a sloppy posture invites a negative reaction from the audience – move around, but don’t sway or pace 15
  16. 16. Hi ! Do’s and don’ts– look at the audience, scanning rather than focusing on one person– talk to the audience, not to the floor, ceiling, flip-chart, whiteboard or your notes– use your hands to emphasise a point, but don’t wave them around– don’t put your hands in pockets or grip the podium 16
  17. 17. Language tips• Be aware of slang• Avoid foul language• Explain acronyms and jargon – not everyone understands it even in the IT (information technology) world• Avoid sarcasm• Power robbers (“I hope,” “I guess,” “maybe,” “probably”) undercut credibility• Be careful where you hold conversations (elevators, hallways, public transportation, restaurants, airlines 17
  18. 18. Use Good Speech Habits Phrases To use“ One moment please”,“Yes”, “All right”,“She’s not available now”,“Good-bye”“please”“thank you”,“hello” and “goodbye” Remember to smile 18
  19. 19. Let us look at how you communicate 19
  20. 20. "Business Etiquette Communication Style "1. Can I send an e-mail as a thank you after a lunch meeting? A. Sending an E-mail thank you is all that is expected B. The hand-written note is always the best option C. Just takes so much less time B 20
  21. 21. 2. At a dinner meeting is it acceptable to leave a cell phone on at the table? A. Yes, but you should leave the table. B. Never, the person "in person" should get your full attention. C. Yes, as long as everyone else has theirs left on. B 21
  22. 22. 3. When being introduced to a person who is blind what should I do? A. Nothing - wait for the individual to offer their hand. B. Avoid handshaking - but say Hello!. C. Touch their shoulder to indicate your presence and Initiate a handshake. D. Say Hello and wait for the individual to offer their hand. D 22
  23. 23. 4. How long does a person have to return business phone calls? A. Business calls should be returned within one hour. B. Call after hours and leave a voicemail. C. A maximum of seven days. D. Each person needs to establish their returning calls policy and consistently follow the standards which have been set. D 23
  24. 24. 5. If a meeting is scheduled for 9:00am, what time should an employee arrive? A. No more than thirty minutes prior to the meeting time. B. Not earlier than 8:50am, that gives you ten minutes to get organized. C. Dont be early, theyll think youre over eager. B 24
  25. 25. 6. When is it appropriate to call business associates by their first names? A. As soon as you feel comfortable. B. Never, always use formal names, dont get too personal. C. Only if the person gives you permission. C 25
  26. 26. FACE-TO-FACEMost people prefer toget informationface-to-face 26
  27. 27. What to watch in F to Fresponse to discussioninterpretationsvoice and body languageundivided attention – listen really listen,give full attention 27
  28. 28. Watch the Words Words can• reveal thoughts,• conceal pain,• paint dreams,• correct errors,• build walls between people, or bridges. and can tear down or build up, wound or heal, tarnish or cleanse.• speak to the future 28
  29. 29. Types of Meetings Executive Briefing Informational Meeting with a Sponsor(e.g. Site Visit) Let’s Meet Staff Meeting Team-building Informal Others... 29
  30. 30. Making Meetings Work1. Make an agenda and stick to it. Send it out before the meeting, if possible2. Be clear about the reasons for and goals of the meeting3. Have a facilitator -- either a professional or ask someone at the meeting to step into this role 30
  31. 31. 4. Watch the time -- do not overrun -- keep the agenda flowing5. Add humor, allow for laughter, have fun -- it makes for a much more productive meeting6. Allow for conflict but deal with it immediately 31
  32. 32. 7. Maintain control of the meeting at all times. Don’t get off track8. Eliminate attendees’ behaviors that are disruptive9. Allow for questions, be prepared to answer them10. Wrap the meeting up with what was accomplished and action items 32
  33. 33. Meeting “Killers” -- why they fail • Poor Preparation • Ignored agenda • Poor time management • Lack of participation • Strong personalities • Lack of leadership • Lack of humor and fun 33 • No/poor closing
  34. 34. Barriers 34
  35. 35. Language itself: unclear wording, clang, jargon, and toneBody language: body language may contradict the spoken messageCultural: Biases for certain culturePersonality: Introverts X Extroverts 35
  36. 36. • The appropriate channel: for example, using the telephone to relay numerical information. That information should be written• Poor listening skills on the part of the receiver 36
  37. 37. Winning People Through Communication 37
  38. 38. Show Respect for Other PersonsEgo keep it dawnBe FriendlyBe SympatheticAppeal to Nobler MotivesSpeak to People: GreetSmile: CordialCall People by Name: The Best music is ..N a m eBe Generous 38Humor
  39. 39. Romance in CommunicationHow old are you Half past EighteenHis child was not doing I was very hot water to hear that my son is missing the bus and is in danger of not climbing into the next class well 39
  40. 40. Please break every bone in his body, but don’t beat him very badVIP passed away Bangalore Railway Station (Actually he wants to convey that VIP crossed Bangalore Railway Station) 40
  41. 41. My Daughter has a serious accidentfalling from the running train. Her facialinjury has been attended to and is onthe way to recovery. But her KNEE isstill in the hands of the Doctor 41
  42. 42. Intended Communicated• He is a hard worker • He hardly works• He is good at noting • He is good at nothing• I am alone at home • I am the only Husband• Wife died, send • Wife died, send Prostitute substitute• Don’t sit and work in • Don’t sit on this computer this Computer and work 42
  43. 43. In a Bus, Eve Teasing is an Offence, Passengers are requested to CooperateLiquor Shop If you drink to forget everything, Kindly pay us in AdvanceOn Car, Always drive in such a way that your License expires before you do 43
  44. 44. Attitudes matters in Communication (Building Goodwill) - We are shipping your order of 5 July, 2005 this afternoon + The Two dozen Corning ware starter you ordered will be shipped this afternoon and should reach you by Sep, 10, 2005 44
  45. 45. - Congratulation…….+ Congrates on your promotion asOfficer, LIC Corporation. I am pleasedto read about it and felt happy about thenews 45
  46. 46. - You’ll be happy to hear that your scholarship has been renewed+ Congrates ! Your scholarship has been renewed 46
  47. 47. - We provide health Insurance to all employees+ You receive health Insurance as fill time Employee of the Organisation 47
  48. 48. - If you don’t understand, feel free to ask me+ If you have further Questions, feel free to ask or call 48
  49. 49. - We cannot sell computers disks in lots of less than 10+ To keep down packaging and shipment cost, we sell computers disks in lots of 10+ more 49
  50. 50. - We will perform an investigation of the problem+ We will investigate the problem 50
  51. 51. Delightful Slips in Communication 51
  52. 52. Typist typed “T” in placeof “C” while addressing aletter to Chief Minister as……….Thief Minister 52
  53. 53. Maternity benefit circular by Govt: …..Every women by whom a claim for maternity benefit is made shall furnish evidence that she has been or that it is expected that she will be conferred by means of a certificate given in accordance with the rules Replied: Reply in accordance with your instructions, I have given birth to twins in the enclosed envelop 53
  54. 54. A note to Registrar of marriages: I am signing my marriage certificate; the previous one was a mistake 54
  55. 55. Lost and found Column Sir, I am glad to inform you that my mother-in-law reported missing is found at last, is now, dead 55
  56. 56. Classified Advertisement A piano is offered for sale by a lady with carved oak legs 56
  57. 57. -Mother died in infancy+Mother died when I was an infant 57
  58. 58. -Father went to bed feeling well and thenext morning woke to dead+Father went to bed feeling well, but thenext morning we found him dead 58
  59. 59. Preparingfor A Great Talk….. One who standsand listenssssssss 59
  60. 60. Start collecting material for presentationFind out about the audienceDecide… to be spoken or to be lecturedSpeak clearly and loudly… Voice be clear, pause, gaps, 60
  61. 61. Conversational Tones and PhrasesIntroduction to be of great interest……My own experienceSuccess Story go like thisPromise of a new experience 61
  62. 62. Ask few questions in between and try to answerUse short sentence / story / narrations / citations to be effectiveGive the audience to do something…. use of their brains/ Brainstorming/ problem/Use practical role play in-between 62
  63. 63. Check…. Look back for a momentPay attention to your body language and non- verbal communication. Your body language should exude confidence, sincerity and high energy level.Your words and gestures must be in agreement.Maintain eye contact with the interviewer while answering or listening to the interviewer. Do not look at your shoes or the floor. 63
  64. 64. Do not fidget in your seat or fiddle with your tie etc.Keep your hands relaxed and use them to animate or express interestMaintain an erect posture, do not slouch in the chair.Keep your facial expression pleasant, it can add or deduct sincerity from your words. 64
  65. 65. Keep your voice tone firm,well modulated and relaxedBe aware of the things you dowhen nervous and try to keepthem under check 65
  66. 66. Understanding non-verbal communicationNon-verbal behavior can have a profound influence on the success of face-to-face communicationbody posture, gestures, facial expressions and eye contact. Even if we are not speaking, we are communicating 66
  67. 67. Body Language (Non Verbal)Sit and Stand ErectLean slightly forward or backwardMaintain EYE contactUnfold your arms and legsNod your headDressGestures and PosturesHunching the Shoulders 67
  68. 68. Angling his head to one sideCompressing the lipsFacial ExpressionLook open, pleasant, and positive 68
  69. 69. Physical Appearance• Hair (M/F) Groomed and Manageable• Attire Dress for Success (neat and modest)• Accessories Jewelry,Perfume,Tattoos• Shoes Depends on the occasion 69
  70. 70. • Posture --------- Standing & Sitting• Walk --------- Your Walking is Talking!• Eye Contact ----- Window to emotional self• Distance -------- Air Space Violation or Out of Orbit!• Handshake --------The necessary physical contact!!! 70
  71. 71. Synergy in Body LanguageVoiceToneWordsGestures and Face Postures EyesAppearance BodyApproach Clothing 71
  72. 72. How’s That How’s That What to communicate if one is no more As my mother-in-law has expired and I am responsible for it, please grant me 10 days leave 72
  73. 73. Effective Strategies in Communications• Introduce yourself• Opening relate to Central Theme / Meaningful/ brief/ Negative start/• Plan your Communication• Purpose• Decide what to say at what time and what place• Visualize its possible consequences• Arrange your ideas or talk in sequence• Clear / Clear / Clear• Complete 73
  74. 74. • Correct• Should build goodwill• Too many technical words / jargon avoid• Too long sentence• Don’t prejudice…….. have an open mind• Avoid Halo Effect• What could be the probable Physical setting? 74
  75. 75. • Be positive in approach• Be polite and courtesy• Be assertive• Be patient• Avoid vagueness• Develop a system of feedback in between• Judge the reaction after or in-between the talk• Be sure your action supports your communication• Listening is part of communication….. in- between also listen 75
  76. 76. • Don’t make fun, joke, and lose talk, fishy• Don’t sideline / escape goat/ Rumor / gossip / Fishy• Few promises make and keep them fulfilled• Don’t laugh on others for reasons• Thank / Sorry / Excuse / I am sorry…when needed• Clarity of the central message• Logical flow of the information 76
  77. 77. Behavioral Skills in Communications• No EGO• Solid EYE Contact• Good Posture• Natural Gesture• Appropriate Dress and Appearance• Voice and vocal variety• Effective use of Language and Pauses• Active Listening involvement 77
  78. 78. • Nod the head• Appreciation• In between Yes/ NO/ A minute• Listen with a purpose• Love the talker• Hold Anger / Temper• Speak to the People• Smile to the People• Call People by Name 78
  79. 79. • Generous in Praise / Appreciation• Considerate Feelings towards others• Make other persona feel important• Don’t critics, condemn or complain• Ask relevant questions 79
  80. 80. Vocabulary Practice GAMES……… Working with the wordsMemory Game:One says …. I went to shoppingAnother ….. I went to shopping & brought a jacketAnother …. I went to shopping & brought a jacket and a cap…… on 80
  81. 81. Word association:A word to associated to possible alternatives attached to itBus/ call center/ Class Room/ Teacher/ Professor/ CEO/ Manager 81
  82. 82. One Minute / Talk for 2 minutes on : Tea/Food/Cars/Coffee/Kitchen/People/Place/ Style/Products/Soap/ Ice creams/Related Words:Tell Ten related words / areas ofA, B, BC, D, E, F, G, H…… 82
  83. 83. Why vocabulary watch• Start End• In between Vocabulary• Modulations Pauses• Stuttering Nervousness• Fear Lack of confidence• Fatigue Word association• Grammar Language• Sentence formation Synthetics• Synchronization Time of delivery• Consolidation Memory 83
  84. 84. When you killsomebody’s good idea,you kill a little of thatperson toooooooooo 84
  85. 85. uestions, if any 85