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Communication

The document discusses the importance of effective communication and listening skills, outlining various barriers to communication like noise, language problems, non-verbal distractions, and faking attention that can hamper the listening process, as well as providing tips on improving listening abilities such as increasing your listening span and focusing on fully understanding the speaker's message rather than just the words.

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  Define and understand communication and the communication process  List and overcome the filters/barriers in a communication process  Practice active listening  Tips to improve verbal and non verbal communication Objectives not per the ppt
  Communication is the exchange of ideas, opinions and information through written or oral or in action.  Basically communication process need sender, medium and receiver. Communication
 SourceSource EncodingEncoding ChannelChannel DecodingDecoding ReceiverReceiver Feedback Context Msg Msg Msg Msg Process of CommunicationProcess of Communication
  Sender – person wishing to share information with some other person  Message – what information to communicate  Encoding – sender translates the message into symbols or language Communication Process
  Translating internal thought patterns into a language or code the intended receiver of the message will likely understand and/or pay attention to  Choice of words, gestures, or other symbols for encoding depends on the nature of the message.  Technical or non technical  Emotional or factual  Visual or auditory  Cultural diversity can create encoding challenges. Encoding
  Noise – refers to anything that hampers any stage of the communication process  Receiver – person or group for which the message is intended  Medium – pathway through which an encoded message is transmitted to a receiver  Decoding - critical point where the receiver interprets and tries to make sense of the message The Communication Process
  Successful decoding depends on the receiver having:  A willingness to receive the message  Knowledge of the language and terminology used in the message  An understanding of the sender’s purpose and background situation Decoding
  Communication can be divided broadly into two categories  Verbal communication  Non-verbal communication Nature of communication
 Verbal Communication  The encoding of messages into words, either written or spoken Nonverbal  The encoding of messages by means of facial expressions, body language, and styles of dress. Verbal & Nonverbal Communication
  Business Communication is neither transmission of message nor message itself. It is the mutual exchange of understanding.  The basic functions of management cannot be performed well without effective communication.  Feedback is integral part of business communication. Business communication
 Business Communication can be of two types:  Oral Communication - An oral communication can be formal or informal.  Written Communication - Written means of business communication. Types
  The term oral means anything “Pertaining to the mouth." The words and the manner in which words are pronounced either by the way of face to face communication or through some mechanical or electrical device. Oral Communication
  There is high level of understanding and transparency.  There is flexibility for allowing changes in the decisions previously taken.  The feedback is spontaneous in case of oral communication. Thus, decisions can be made quickly without any delay.  Oral communication is not only time saving, but it also saves upon money and efforts.  Oral communication is best in case of problem resolution. Advantages of Oral Communication
  There may be misunderstanding.  It requires attentiveness and great receptivity on part of the receivers/audience.  Oral communication (such as speeches) is not frequently used as legal records except in investigation work. Limitations of Oral Communication
  The communication in which the information is exchanged in the written or printed form. It creates a record and can be preserved. Written communication
  Written communication helps in laying down apparent principles and policies for running of an organization.  It provides ready records and references.  It assists in proper delegation of authority. While in case of oral communication, it is impossible to fix and delegate.  Legal defenses can depend upon written communication as it provides valid records. Advantages of Written Communication
  Written communication does not save upon the costs.  Written communication is time-consuming as the feedback is not immediate.  Effective written communication requires great skills.  Too much paper work and e-mails burden is involved. Disadvantages of Written Communication
  promotes motivation.  source of information.  altering individual attitudes.  controlling process. Importance of communication in an organization
 Communication Flows
  Communication that flows from lower level to higher level in an organization.  It provides feedback on how well the organization is functioning.  The subordinates use upward communication to convey their problems and performances to their superiors. Upward Flow of Communication
  Communication that flows from a higher level in an organization to a lower level is a downward communication.  Giving job instructions and provide feedback to their performance.  Both Downward & Upward Communications are collectively called “Vertical Communication” Downward Flow of Communication
  Communication that takes place at same levels of hierarchy in an organization is called horizontal communication.  Horizontal Communication is essential for:  Solving problems  Accomplishing tasks  Improving teamwork  Boosting efficiency Lateral / Horizontal Communication
  Communication with people outside the company is called external communication.  It leads to better Sales volume.  It improve Overall performance, Public goodwill and Corporate image. External Communication
  Grapevine is an informal channel of business communication.  It stretches throughout the organization in all directions irrespective of the authority levels.  Grapevine channels carry information rapidly.  The grapevine is not trustworthy always because it spread more by gossips and unconfirmed report. Grapevine communication
  Perceptual and Language Differences  Information Overload  Inattention  Time Pressures  Complexity in Organizational Structure Communication barriers
  Noise  Inappropriate medium  Assumptions/Misconceptions  Emotions  Language differences  Poor listening skills  Distractions Barriers to communication
  Eliminating differences in perception  Use of Simple Language  Active Listening  Simple Organizational Structure  Avoid Information Overload To Overcome the Communication Barriers
 1. Completeness 2. Conciseness 3. Consideration 4. Clarity 5. Concreteness 6. Courtesy 7. Correctness 7 C’s of effective communication
 …in the new global and diverse workplace requires excellent communication skills! Success for YOU…
  Almost 45% of time we spend in listening.  An essential management and leadership skill.  A process of receiving, interpreting and reacting to a message.  Difference between listening & hearing Introduction
  Appreciative listening  Empathetic listening  Comprehensive listening  Critical listening Types of listening
  Being non-evaluative  Paraphrasing  Reflecting implications  Reflecting hidden feelings  Inviting further contributions  Responding non-verbally Traits of a good listener
  Show keenness  Expressions  Alertness  Questions  Not neglecting physical aspects  Valid reason for criticism Active versus passive listening
  Good listening helps you to take better decisions and make better policies in organization.  On the contrary lack of proper listening can lead to embarrassing situations because of a gap in coordination and understanding. Implications
 Tips for effective listening  DO’s  Be mentally prepared to listen  Evaluate the speech not the speaker  Be unbiased to the speaker by depersonalizing your feelings  Fight distractions by closing off sound sources  Be open minded  Ask questions to clarify and not to overshadow intelligence  Paraphrase from time to time  Send appropriate non-verbal signals time to time  Don’ts  Not to pay undue emphasis on vocabulary as you can use the context to understand the meaning  Not to pay too much attention to the accessories and clothing of the speaker  Not to prepare your responses while the speaker is speaking  Avoid preconceptions and prejudices  Not to get distracted by outside influences  Not to interrupt too often  Not to show boredom
  You do not listen with just your ears. You listen with your eyes and with your sense of touch. You listen with your mind, your heart, your imagination. (Egan Gerard)  A good conversationalist is popular, a good listener even more so. Talk only if you have something to say. Conclusion
  Here are 7 strategies and suggestions to help you improve your listening skills. 1.) Increase your listening span:  Try to resist the temptation to interrupt.  Make sure the speaker has had a complete chance to make his or her point before you speak.  If you don't get the whole message, ask the speaker to repeat what they said. 2.) Take time to listen:  Don't put obvious limitations on your listening time - the speaker will feel rushed. 7 Ways to Improve Your Listening
 3.) Listen between the lines:  Don't just listen to what is being said.  Try to understand the attitudes, needs and motives behind the words. 4.) Give your full attention:  Nodding or interjecting occasionally to clarify a point lets the speaker know you are interested.  If the speaker pauses briefly, don't rush to fill the silence.  Use open-ended questions to encourage elaboration. 7 Ways to Improve Your Listening
 5.) Restate the message:  When you are sure that the speaker has finished, restate the main points.  This is a good organizing strategy for you.  It also gives the speaker assurance that the message has been received. 6.) Listen for ideas as well as facts:  A good listener makes an effort to understand what the facts add up to. 7 Ways to Improve Your Listening
 7.) Don't monopolize:  Resist the urge to dominate a situation or to feel that you know everything about a situation.  Be open to new ideas and allow the speaker to have his or her say. 7 Ways to Improve Your Listening
  The importance of listening in communication is enormous. People often focus on their speaking ability believing that good speaking equals good communication. The ability to speak well is a necessary component to successful communication. The ability to listen is equally as important. There are some barriers for listening, which will effect the listening process. Introduction
 Physical barrier Two major physical constraints of effective listening are Noise environment. Learning Impairment
 Psychological barrier It consists of thoughts and feelings that people from listening to what is said.
 Language problem  For effective listening language is important.  Better to use simple words and avoid unfamiliar words
 Non verbal distractions This symbol having different meanings in different countries UK & USA=OK JAPAN=MONEY RUSSIA=ZERO BRAZL=INSULT INDIA=GOOD
 Thought speed Quest:2+2… Listener:2+2=4 But actual question is… 2+2+4=? Listeners thought speed is faster than the speakers expression speed
 Faking attention
 Questions