This content is meant for the revision of ICE-1 for the participants of ICE-1. Solely to be used by the employees of Alok Industries Limited

1. ALOK INDUSTRIES LTD
Innovative Textile Solution
Increasing Communication Effectiveness
ICE-1

2. Module Objectives
• Explain the basics of communication.
• Identify the different types of communication.
• Identify the different styles of communication.
• Understanding Verbal communication and its
components.
• Understanding Non Verbal Communication
and its component
• Barriers and contradiction in communication.
• Understanding impact of verbal over non
verbal communication.

3. A j u d g e w a s i n t e r v i e w i n g a w o m a n r e g a r d i n g h e r p e n d i n g d i v o r c e , a n d a s k e d , " W h a t a r e t h e
g r o u n d s f o r y o u r d i v o r c e ? "
S h e r e p l i e d , " A b o u t f o u r a c r e s a n d a n i c e l i t t l e h o m e i n t h e m i d d l e o f t h e p r o p e r t y w i t h a s t r e a m
r u n n i n g b y . "
" N o , " h e s a i d , " I m e a n w h a t i s t h e f o u n d a t i o n o f t h i s c a s e ? ”
" I t i s m a d e o f c o n c r e t e , b r i c k a n d m o r t a r , " s h e r e s p o n d e d .
" I m e a n , " h e c o n t i n u e d , " W h a t a r e y o u r r e l a t i o n s l i k e ? "
" I h a v e a n a u n t a n d u n c l e l i v i n g h e r e i n t o w n , a n d s o d o m y h u s b a n d ' s p a r e n t s . "
H e s a i d , " D o y o u h a v e a r e a l g r u d g e ? "
" N o , " s h e r e p l i e d , " W e h a v e a t w o - c a r c a r p o r t a n d h a v e n e v e r r e a l l y n e e d e d o n e . "
" P l e a s e , " h e t r i e d a g a i n , " I s t h e r e a n y i n f i d e l i t y i n y o u r m a r r i a g e ? ”
" Y e s , b o t h m y s o n a n d d a u g h t e r h a v e s t e r e o s e t s . W e d o n ' t n e c e s s a r i l y l i k e t h e m u s i c , b u t t h e
a n s w e r t o y o u r q u e s t i o n s i s y e s . "
" M a ' a m , d o e s y o u r h u s b a n d e v e r b e a t y o u u p ? "
" Y e s , " s h e r e s p o n d e d , " a b o u t t w i c e a w e e k h e g e t s u p e a r l i e r t h a n I d o . "
F i n a l l y , i n f r u s t r a t i o n , t h e j u d g e a s k e d , " L a d y , w h y d o y o u w a n t a d i v o r c e ? "
" O h , I d o n ' t w a n t a d i v o r c e , " s h e r e p l i e d . " I ' v e n e v e r w a n t e d a d i v o r c e . M y h u s b a n d d o e s . H e s a i d
h e c a n ' t c o m m u n i c a t e w i t h m e . "
Story Time
3

4. “Communication is a process of passing
information and understanding from one
person to another.”
- Keith Davis
“Communication may be broadly defined as
the process of meaningful interaction among
human beings. More specifically it is the
process by which meanings are perceived
and understandings are reached among
human beings.”
- D.E. McFarland
Any perceived Behavior - or lack of Behavior
in one person that causes a "significant"
mental, emotional, physical, or spiritual
reaction in another person is
"communication."
Communication !

5. State five instances where you
used your communication skills.
Your Experience…..!

6. • Applying for a job
• Responding to a message
• Giving instructions to a new worker
• Listening to a colleague
• Developing a new relationship
• And many more occasions…….
Your Experience…..!

7. Identify the needs of the people involved in the
following situations.
• Raghvan is a Sr. Manager HR in Alok
Industries Corporate Office and is an
outgoing person. He likes to speak to all the
employees of the office and has cordial
relations with each one of them.
• Raj is a Sr. VP Marketing in Alok Industries
Ltd. He is dedicated towards his work and
expects other employees to be the same. He
ensures that everybody comes on time and
work according to the schedules. Everybody
reporting to him makes sure that they meet
deadlines for the work given to them without
compromising on quality.
• A child runs into his mother's arms as soon
she comes back from school. She starts
talking to her and wants her undivided
attention.
Exercise!

8. Need for Communication
Interpersonal needs of people can be categorized as:
• Need for Inclusion
• Need for Control
• Need for Affection

9. • This is the need to interact with other people in
order to maintain good relations with them.
• People like to be associated with others. They
like belonging to a group.
• They differ in degree in as much as some people
like to be with others and mingle in a group all
the time while certain others like to be
associated with a few close friends and seek
minimal contact out of their own group.
Need for Inclusion

10. • This is the need to maintain satisfactory
relations with others with respect to
power, dominance and influence.
• People have a need to control their
environment.
• They differ in degree and their need to
control the environment is contingent
upon how powerful they consider
themselves against their environment.
• Ordinarily this amounts to controlling
other people in a given situation.
Need for Control

11. • Need for affection is one of the most
dominant needs in a human being.
• All human beings want to be loved.
Need for Affection

12. • Learn about the self, others, and the
world. Acquire new skills
• Influence or control the attitudes and
behavior of people
• Relate to others
• Help people
Purpose of
Communication

13. Success in
interpersonal
relationships
Enhanced
Personal
Effectiveness
Success in
intrapersonal
relationships
Benefits of Effective
Communication

14. Verbal
Written
Non
Verbal
Types of
Communication

15. Things to be kept in mind in Verbal Communication
Clarity of
the message
Be Concise
Keep in
mind:
Must say
Should say
Might say
Be Simple
Verbal communication is a series of expressive
thoughts and perceptions expressed through
words.
Verbal
Communication

16. Chinese Whisper

17. “Too many simple sentences will sound choppy
and immature while too many long sentences
will be difficult to read and hard to
understand. Sentences are made up of
different types and numbers of clauses. A
clause is the part of the sentence that contains
the subject and verb. An independent clause
can stand alone as a sentence. A dependent
clause cannot stand alone. It needs an
independent clause to make it a complete
sentence.”
Chinese Whisper

18. K
I
S
S
Keep It Short & Simple
Chinese Whisper

20. “Too many simple sentences will sound
choppy and immature while too many long
sentences will be difficult to read and hard
to understand. Sentences are made up of
different types and numbers of clauses. A
clause is the part of the sentence that
contains the subject and verb. An
independent clause can stand alone as a
sentence. A dependent clause cannot stand
alone. It needs an independent clause to
make it a complete sentence.”
Chinese Whisper

21. • Sentence should not be too long or too
short.
• Long sentences should be broken into
small clauses.
• Independent clauses can be made into
separate sentences.
Chinese Whisper

22. Exercise Time

24. Blind Man Story-1

25. Blind Man Story-2

26. Communication Process

27. Summary Of Learning
• Communication is effective only
when the sender gets the desired
action or response from the receiver.
• Simple, short and clear message is
more effective.
• Feedback is very essential for
effective communication.

28. Barriers to Effective Communication

29. Objectives
• By the end of this replace you will be able to
identify the typical barriers to effective
communication:
– Biases
– Semantics
– Perception
• And how to overcome these barriers.

30. Can you think Innovatively?

31. 0 0 0
0 0 0
0 0 0
Can you think
Innovatively?

32. • An individual’s subjective viewpoint
towards issues/people, which leads
to assumption, which affect his/her
decisions/ interactions.
• Perceptions are also a result of past
experience. As a result, given the
same data, people see, interpret and
respond to it differently.
Perceptions

33. • An emotional block which can lead to
an attitude of indifference, suspicion
or, hostility towards the subject.
• These can be a result of past
experiences, or socio-cultural
/economic background.
• It can also be based on a third party’s
viewpoint or, on what you have
read/heard.
Biases

34. • Words can have different meanings
to different people, thus blocking
communication.
• Use positive words
Example:
The difference between inexpensive
and cheap
Semantic

35. Statement: I didn’t say he stole that money!
Now read this sentence aloud, placing the
emphasis on the first word:(I)
• “I didn’t say he stole that money!
– (Who said it?)
• “I didn’t say he stole that money!”
– (But I did think about it)
• “I didn’t say he stole that money.”
– (May be she did?)
• I didn’t say he stole that money!
– (How did he get it? Did he borrow it?)
• “I didn’t say that he stole that money”
– (Which money then/This money here?)
• “I didn’t say he stole that money!”
– (So what did he steal?)
Exercise

36. • To communicate effectively you must
communicate completely.
• The way you say things changes the
meaning.
• The message has to be seen in the
context
Barriers to communication
Biases
PerceptionSemantic

37. Summary so far…
• Typical barriers for effective communication can be
classified as:
– Biases
– Perceptual Barriers
– Semantic Barriers
• When interacting with others we must consciously
work against our biases to avoid communication
breakdown.
• Our communication will be effective if we don’t get
bogged down by our own mental blocks

38. Non Verbal Communication

39. Session Objectives
By the end of this session, you will be able to
understand the importance of non-verbal
communication and how to avoid
contradictions between verbal and non-verbal
communication signals.

40. What is Non-Verbal
Communication?
Non-Verbal Communication comprises of
the entire range of physical reactions:
• Facial Expressions
• Postures or body stance
• Gestures or hand movement
• Tone of Voice
• Mannerisms or Personal habits

41. Exercise Time

42. • Non-verbal messages are more reliable.
Remember “actions speak louder than words.”
• Non-Verbal Communication Improves / Supports
or Dilutes the accompanying verbal message.
• To understand people’s attitudes and receptivity
to ideas better - listen to Non Verbal Clues.
• Non-Verbal communication assumes greater
significance when there is a conscious effort on
the part of the person / buyer to curtail feedback
/ flow of desirable information.
Importance Of Non
Verbal Communication

43. • Using non-verbal behaviour we can adapt /
modify our behaviour and thereby project a
more positive image of ourselves.
• When non-verbal message conflicts with the
meaning of verbal message, we are more
likely to believe the non-verbal messages.
• Scientific studies on communication show
that only 7% of emotions are expressed in
words and the balance
– 93% is communicated non verbally.
– 55 % through facial expression
– 38 % through vocal tones
Importance Of Non Verbal
Communication

44. Components of Non – verbal Communication
Verbal
Paralanguage
Kinesics Proxemics

45. Kinesics
Study of body movement
It consists of:
• Eye contact
• Facial Expression
• Gesture
• Posture
Typically this is known as Body Language
Example: A person sitting slumped in a chair
after being interviewed with a:
• Smile
• Frown

46. 49
Facial Expressions
Emotion Expression Description
Happiness Eyes Open and Crinkled
Mouth upturned
Sadness Watery Eyes
Mouth Turned Down
Anger Heavily Frowning brow
Scowling Mouth
Surprise Rounded Eyes
Open, O-shaped Mouth

47. 50

48. Physical distance you maintain from people
because of your relationship with them and
your emotional state of mind. This distance is
also known as the “body bubble “
The distance maintained between people
reduces in case of close relationships and
increases with relatively unknown people.
An aggressive person is likely to stand close
to other person. The opposite will hold true
for a shy person.
Examine the distance in the following cases:
A friend, stranger, and parents.
Proxemics

49. The study of spatial territory for the purpose of
communication uses four categories for
informal space:
• The intimate distance for embracing or
whispering (6-18 inches),
• The personal distance for conversations
among good friends (1.5-4 feet),
• Social distance for conversations among
acquaintances (4-12 feet), and
• Public distance used for public speaking (12
feet or more).
Proxemics

50. 53

51. The cues one can pick up from an individuals
voice.
Tone, Rate of Speech, Accent,
Diction/Pronunciation.
We normally react more on the emotion we
“hear’’ rather than the words.
Example:
You have done a fine job.
You deserve what you get.
Paralanguage

52. Paralanguage
55

53. 56

54. Non-verbal messages are spontaneous,
involuntary reactions - before we know it our
body has spoken
Example:
• Blushing when shy
• Face growing pale in shock
• Angry tone
In business situations, spoken language is
used as a mask to gain advantage. Non-verbal
communication cuts across this mask at
critical points.
Reliability of Non-Verbal
Communication

55. Contradictions
A mismatch between verbal and non-verbal
messages can create
• Confusion / Irritation
• Disbelief
for the person receiving the message
A mismatch creates a poor impression of the
sender
To avoid contradictions the words you speak
needs to be matched with the correct /
appropriate.
• Expressions on your face
• Gestures you make
• Tone of your voice
• Distance you maintain from others

56. • Communication Strategy
– Context
– Audience
– Message
• Sound
• Gestures
• Distance from others
• Positive Attitude
Complete Communication

57. Summary
• Non verbal communication refers to all external
stimuli other than spoken or written words and
including body motion, appearance, characteristics
of voice and use of space and distancing.
• Using non-verbal behaviour we can adapt / modify
our behaviour and thereby project a more positive
image of ourselves.
• Kinesics, Proxemics and Paralanguage are the
components of non-verbal behaviour
• To avoid contradictions the words you speak needs
to be matched with the correct / appropriate
– Expressions on your face
– Gestures you make
– Tone of your voice
– Distance you maintain from others