A Presentation on Comm Skill

7/29/2019 A Presentation on Comm Skill

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Effective

Communication

Prepared By:-Sangeeta B


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INTRODUCTION

INTERPERSONAL COMMUNICATION -THEFOUNDATION OF HUMAN INTERACTION

DEFINITION-

COMMUNICATION IS A TWO WAY PROCESS

OF GIVING AND RECEIVING INFORMATIONTHROUGH ANY NO OF CHANNELS

Communication is defined as the

interchange of thoughts or opinionsthrough shared symbols; e.g.

language, words, phrases


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Why we communicate

We communicate to:

Share our ideas and opinions

Provide feedback to others Get information from others

Gain power and influence

Develop social relationships Maintain self-expression and our culture


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Most common ways to communicate

Writing


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Communication Goals

To change behavior

To get action

To ensure understandingTo persuade

To get and give

Information

Source: CGAP Direct


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Four facets of communication

In any communication:

The Sender is the person trying to communicate amessage

The Receiver is the person at whom the message

is directed A message is sent to convey information

Information is meant to change behavior


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7 Cs of communication

Completeness

Conciseness

Consideration Concreteness

Clarity

Courtesy Correctness


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FACTORS THAT EFFECT

COMMUNICATION OWN IDEAS AND OPINIONS

MESSAGE DISTORTS AS IT PASSES THROUGH EACH

PERSONS FILTER

ENVIRONMENTAL FACTORS

NATURE OF THE ROOM OUTSIDE DISTRACTIONS

REPUTATION

CREDIBILITY

APPEARANCE OF THE SPEAKER/WRITER

STYLE

AUTHORITY

LISTENERS EDUCATION AND KNOWLEDGE

LANGUAGE ,PAGE LAYOUT AND LAYOUT OF THE

MESSAGE


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Principles of Communication

Drawing conclusions.

Use of fear is useful only if moderate.

Sleeper effect.

Credibility of communicator.

Known motives. Selective exposure.

Personal involvement


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Principles of Communication

Influence of group

Two-way process

Uprightness & Honesty of purpose

Primacyfirst impression has greater

retentively


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Factors that effect

communication1 Sender

Body language

A---eye contact

B---gestures C---voice tone

D---emotions

2

Receiver

A---interpreting the message

B---Reading B L - Gestures, eyecontact, voicetone


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PRINCIPLES OF COMMUNICATION

KNOW YOUR AUDIENCE

PURPOSE

TOPIC

ANTICIPATE OBJECTIONS

PRESENT A ROUNDED PICTURE

ACHIEVE CREDIBILITY WITH THE AUDIENCE

FOLLOW THROUGH ON WHAT YOU SAY OR WRITE

COMMUNICATE A LITTLE AT A TIME

GET FEEDBACK

USE MULTIPLE COMMUNICATION TECHNIQUES

barriers


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Barriers to communication

What are barriers to communication that exist

in any work setting?


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Barriers to communication

Some common barriers to interpersonal communicationinclude:

Unclear process: The receiver and sender may not sharethe same language, slang, jargon, vocabulary, symbols

Chain of command: There may be too many layers that amessage passes through between sender and receiver

Large size of an organization, geographic distance:Large numbers of receivers require good message

sending methods Personal limitations: Physical and mental disabilities, and

differences in intelligence and education may interfere withmutual understanding


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Barriers of communication

Environment

Emotions

Communication taken for granted

Grapevine

Perceptions Language

Semantics

Personal Interests

Inflections Environmentnoise

Attention span

Physical hearing problem

Speed of thought

O i h


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Overcoming the

Barriers of Communication

Use Feedback

ask questions about message to check ifmessage is understood as intended

ask receivers to restate the message in theirown words

Simplify Language

tailor the language to the audience for whom

the message is intended jargon can facilitate understanding when used

in appropriate groups

O i th


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Overcoming the

Barriers of Communication

Listen Actively

listen for full meaning

restrain premature judgments or interpretations

enhanced by developing empathy with sender


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What if communication were not possible?


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Frustration and Chaos!


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Obstacles to sharing ideas

Your own shyness

Fear of rejection

Peer pressure Unorganized thinking

Others possibly becoming defensive

Physical disabilities (impaired sight, hearing,speech)

Having to deal with aggressive people

Obstacles to sharing ideas
http://images.google.co.in/imgres?imgurl=http://www.squashdonkey.co.uk/Images/NotListening.jpg&imgrefurl=http://www.squashdonkey.co.uk/campaignsacnwpnotlistening.htm&h=2585&w=2055&sz=721&hl=en&start=411&um=1&tbnid=FWqEC3gOWMSwqM:&tbnh=150&tbnw=119&prev=/images%3Fq%3Dlistening%26start%3D400%26ndsp%3D20%26um%3D1%26hl%3Den%26sa%3DN


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10 Cs to Improve communication

Clarity

Completeness

Conciseness

Coherence

Consistency

Consideration

Courtesy

Correctness

Chronology

Continuous


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Listening

Good listener

Create an atmosphere

Ask questions for clarification

Ask open ended questions Listen for feelings and for facts

Resist domination

Make the speaker feel important

Eye contact,Nod smile,Pause before answering

Paraphrasing
http://images.google.co.in/imgres?imgurl=http://www.girlshealth.gov/relationships/listening_bad.gif&imgrefurl=http://kellysullivan.wordpress.com/&h=233&w=384&sz=14&hl=en&start=348&um=1&tbnid=AA25KWkynwFOFM:&tbnh=75&tbnw=123&prev=/images%3Fq%3Dlistening%26start%3D340%26ndsp%3D20%26um%3D1%26hl%3Den%26sa%3DN


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Active Listening Behaviors

ParaphraseDont over talk

Be empathetic Make eyecontact

Exhibit affirmativehead nods and

appropriate

facial expressions

Active

listening

Avoid distracting

actions or

gestures

Avoid interruptingthe speaker

Ask questions


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Listening Skills

Almost half the managers time goes in

gathering information : listening or reading

Effectiveness of manager depends on

effectiveness of listening

When you start listening, you start living

his/her life.


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How to listen Effectively

Hearing is not listening.

Listening must take place at two levels : words& Feelings.

You cant listen to others unless yourelistening to yourself.

Exploration is one thing, argumentation is

another. Just avoiding interruption is great leap

forward.


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How to listen Effectively

No man is an island

To listen is to understand

Dont over talk

Make eye contact

Nod head affirmatively

Avoid distracting actions

Ask questions

Paraphrase


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Is efficient communication effective

communication

Those who are effective in communication are

promoted and rewarded financially


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CONVERSATION IN

BUSINESS

I Statement

You attitude

Keep simple Avoid jargon

Avoid Technical terms

Accentuate +ve
http://images.google.co.in/imgres?imgurl=http://www.cartoonstock.com/newscartoons/cartoonists/cwl/lowres/cwln1040l.jpg&imgrefurl=http://www.cartoonstock.com/directory/p/party_food.asp&h=400&w=295&sz=24&hl=en&start=693&um=1&tbnid=4M0qyigMUrWxvM:&tbnh=124&tbnw=91&prev=/images%3Fq%3Dconversation%26start%3D680%26ndsp%3D20%26um%3D1%26hl%3Den%26sa%3DN


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NONVERBAL

COMMUNICATION Voice tone Attitude

Arm-crossed = Close minded

Chinresting in hand = Bored,tired

Pacing = Nervous,Tense

Ferrowed brow = Thoughtful

Leaning back = Comfortable

Rolling eyes = Skeptical

Try reading between lines


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Speak With Your Whole Body

Think how much Indian classical dancers convey

just by means of their just by means of their . . Eyes,

hands, fingers, feet & swaying.

Many feel body language conveys far more thanwords.

- Posture, facial expression & gestures.

Exercise- Contradictions

- Convey feedback to speaker


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Body Language

Played unconsciously by the body

It is a solitary game which knows no rules &one has no control.

Observe carefully & minutely.

Speaks volumes about individually

Must be studied in totality.

Time & Practice can help in gaining somecontrol.


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Eye contact

Convey message much louder

- Open look & not defiance

- Match with words

Exchange gazes/glances/looks is an extremelydangerous & exiting game

Three types of eye contacts

- Business

- Social

- Intimate


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Positive Gestures

Open palm

Eye - toeye contact : Honesty & Direct

approach

Smile : Open personality

Equal handshake : No complex


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Feedback

Give an assessment of todays session

What did you like most and least?

Assess the verbal presentation? Assess the slides?

How useful do you think this topic will be for

future classes on communications?


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Documents

A Presentation on Comm Skill