Communication Listening & Globalization Skills

7/31/2019 Communication Listening & Globalization Skills

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Communication

Primer

Anand Kumar

SurgeForth Technologies


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Expectations

What is it that you want to get out of thistraining session?


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What We Will Cover Today

Communication

Overview

Presenting & Speaking

Email Listening

Non verbal

Globalization Impact Tips


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Overview

What Is It ?

Common Forms Of Communication

Positive Value Of Communication

The Model


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Communication

It is the process of sending and receiving

messages Effective communication means :

The sender and receiver understands the

message as it was intended to be

Forms Of Communication : Conversation

Group Communication (small & large) Mediums used could be speech, email or any

other form


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What are the most common ways

we communicate?

Written Word


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Value Of Communication

Can each of you share a point on the value ofcommunication ?

Did you come across a situation where your

communication helped you solve a problemor an issue ?

Have you had a situation where somebody

misinterpreted your communication ?


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Understanding

Communication

The Basic Communication Model A sender (person who initiates the conversation or

the message)

A message (specific set of words, gestures or

images) that the sender uses to convey what theywant to say

A channel (through which the communicationmoves)

A Receiver (person who receives the message)

Feedback response from receiver to sender


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All messages do not reach the

receiver due to distortion

Sender Receiver

Feedback

Distortion


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What causes distortion or the barriers

to understanding/listening?

Perceptions

Language

Semantics Personal Interests

Emotions

Environment noise

Preconceivednotions/expectations

Wordiness/Attention span

Physical hearing problem

Speed of thought


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Presenting & Speaking


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Communication - MakingPresentations and ConnectingWith Your Audience

Audience Management

Personal Management

Hitting A Six (Cricket) or Hitting A Home Run(Baseball) Getting Your Message Across


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Taking A Look At Your

Audience

Would I Say The Wrong Thing ?

How To Analyze Your Audience

Reaching Out To Your Audience


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Audience Dynamics &

Analysis

Know Your Audience I cannot speak electrical engineering to an

audience of scientists and expect to make sense

The more you know about your audience, the

better Are they aggressive, passive, defensive

What is their relation to the topic of discussion

What do they need to know from you

What are their interests

What is your relationship to the audience

What is their competency on the topic etc


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Reaching Out To Your

Audience

Adopt the YOU approach

Target your communication so as to fit into an audiencemember shoes

Pay attention to the time and place of your communication(example after lunch means make the communicationlively)

Build agreement and then move into controversy

Plan for questions

Focus on what is positive and drive the emphasis on it Accept feedback


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Choosing The Right Channel

And The Right Time

Thinking And The Thoughtful Process

How To Send A Message

Timing Your Message


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Channel Management

We use the TV remote and manage channels as we

manage our emotions Similarly, we have to identify what is the best

channel for communicating our message

Spoken Face to Face Email

Spoken Phone

Spoken Voice mail etc

Identify objective, urgency and type of message

(information sharing, requiring feedback etc)


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Timing

Going to the vegetable market in the morning

so that we can get fresh vegetables ????

It is all about timing

Ensure that there are no events competing ifyou want to send an important message

Identify organizational moods

Identify workloads, spacing of message


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Making Effective Presentations

Confidence ?

Organizing Your Presentation To Reach YourAudience

Presentation Format Organizing Content

The famous 5

Questions Or Questioning ?


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Effective Presentations

Confidence

Have faith in yourself

Prepare, prepare and prepare

Know your audience

Change pace and add content based on

audience feedback

Anticipate questions and prepare for them


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Format Your Presentation

Create an outline for your presentation, this

should be the overall theme

Write your main point at the top, you can use

powerpoint notes if you want to

Plan your presentation per time allotted .. Keep a

time of about 3 minutes per slide If there is a time

limit


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Organize Content

Define your objective is it to inform, is it for discussion etc If it is a letter

Create an opener

Create a body

Create a ending Make sure you keep in mind why an audience would want

to listen to you

Remember that your audience is listening, do not read

from the slides Make a clear break at the end, leave the audience with a

strong argument, startling fact or a friendly summary


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The Famous 5

Non verbal Cues convert to positives

Project sincerity, acknowledge if mistakes aremade, be truthful

Be energetic Dress well, do not be a sideshow

Control stage fright (easier said than done)


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Questions ?

Be relaxed

Be truthful, do not get into an argumentativemode

Acknowledge difference of opinion and be

thankful for that Do not repeat yourself word for word

If there is a persistent argument, you canindicate that it will be discussed offline if thatis fine


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Other helpful techniques to foster communication

(both verbal and non-verbal)This is when youare a receiver

Maintain eyecontact

Make encouragingstatements

Nod Your Head

Keep an openbody position

Repeat a sentenceor part of one

Repeat the lastword or two of the

prior speaker


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Email


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Email & Chaos Or Is It Utopia ?

We will cover all aspects around email

management

Remember The way your email getsdrafted conveys more than just content itshows your personality and possibly more


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Effective Use Of Email

Email ?

Taking Advantage Of Email

Using Email To Your Advantage

Effective Writing Practices For Email Etiquette On Email


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E-mail messages (Not more than

5 lines Of Core Content ) Sending to a new person

Introduction(who, why)

What (Background, Issue)

Sending to a project team member

Background (if necessary) Issue (What/Why in bullets)

Sending to a Manager/leadership team

(Concise) Background

Issue (Who, What and Why)


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Email

Type of communication & goals

Target audience

Dates (send by, response by)

Email header (subject, from, reply-to) Choose format (plain text, html)

Other resources as you plan content


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Audience ?

Who is your target audience?

External: Clients

Members

Internal Teams

You might want to segment your list.


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Your Head Or Header ?

Email header is probably the most

important part of your message! Make Sure You Indicate What The Email is

about in the header

Some statistics Our company folks getmore than 11 million emails in a day

Dont you think we can make peoples lives

easier if we at least state what our purpose isfor the email we send ???


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Time Ah Time

Three seconds and 40 characters. That's all

you usually have to work with when trying to get and hold the attention of someone reading email. And with

user behavior changing so much in response to

overwhelming amounts of spam, the attention spans of

email readers are getting shorter. Needless to say, it's vital to make the most of your introduction via the email

subject line.

Gartner 2006


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In Summary

Keep The Message Simple

Not more than 5 lines Of Core Content Use The Email Subject (header) For Indicating Purpose

Examples :

Clarification With Respect To Budget

Query Regarding My Compensation

Resignation

Virus

If the matter is detailed, better to have it as an attachmentor better still have a call to discuss on the issue


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Communication Without

Speaking - Non Verbal


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Nonverbal Communication &

Body Language

Reasons For Being Aware Of Non Verbal

Signals

The Fabulous 8


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Non Verbal Signs Awareness

Non Verbal messages have more impact

than verbal when there is a conflict in termsof message conveyed

When words and actions work together,message is conveyed the first time

Intensity of message is conveyed by non-

verbal signs


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Fabulous 8

Facial expression

Posture

Gestures and Movements

The Voice Or Viva Voce The Handshake and touch

Timing Punctuality Pays All The Time

Space Cultural dynamics

Dressing For Success


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Effectiveness OfCommunication


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Measuring Effectiveness Of

Communication

You Are What You Communicate

In Email, you are how you write your email

On Phone, you are how you speak on your phone

In person, you are how you appear and speak

You can use your listening skills and non-

verbal impressions to identify how well yourmessage is received

Use A Coach for evaluating yourself


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Avoiding Misunderstanding

Keys For Preventing Misunderstanding

Hitting The Bulls Eye

Mi d t di O Mi d


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Misunderstanding Or Missed

Understanding

Impact

Productivity Decreases

Blame does not help solve the problem

Verbal, Non-Verbal, Interpersonal,

Organizational And Cultural


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Verbal

Avoid poor pronunciation and bad articulation

Be aware of the knowledge levels of yourlisteners

Eliminate vague remarks and confusion whenyou speak

Be clear and keep your message simple


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Non-Verbal

Listen to somebody who is speaking, it is the

minimum respect we can give by being anactive listener

If you are talking and there is a distraction,

acknowledge the distraction

DO NOT use conflicting body language,people perceive things easily


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Interpersonal

Do not assume that your point of view is

correct Keep in mind that everybody has a point of

view

Do not stereotype people you speak to


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Organizational

Avoid being influenced by gossip mongers

and kitchen cabinets they do not have anypositive impact on changing your career

Play by the rules of the organization you work

in, be patient, learn the rules and then youcan be a player

Do not indulge in selective informationsharing


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Cultural

What is good may be bad in a different

culture Work within cultural boundaries

Making Sure All Understand


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Making Sure All Understand

Your Message

Keep It Simple (KISS)

Double check facts

Make an outline of what you want to say orwrite

Eliminate unnecessary information

Decide whether it is best to talk or email

Examine what you want to say from anothersperspective


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Globalization Impact


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Global Culture Society

Values

The abstract ideas about what a group believes to begood, right, and desirable

Honesty, loyalty, individual freedom etc.

Norms

The social rules and guidelines that governs people actiontoward one another Folkways (importance of time in different culture, rituals,

manners etc.) Routine convention of everyday life

Mores (laws against theft, adultery etc.) Central to thefunctioning of a society and to its social life

Culture is a societys (or groups) system of shared values andnorms.


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Individualist Organization Individualist

Emphasis on independence and focus on the individual

Leaders/Facilitators are expected to: Give people/members freedom for individual initiative

Tailor tasks to individuals Accommodate individual needs

Provide individual feedback

Members are comfortable with: Openly sharing thoughts and feelings Speaking ones mind

Compensation based on individual performance Being praised/rewarded openly Individual taking responsibilities Competition between members present at the time


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Collectivist Organizations Collectivist

Emphasis and focus on group approach

Leaders/Facilitators are expected to: Hold people/members accountable for group goals and objectives Safe face Provide group feedback

Provide individual feedback privately

Members are comfortable with: Responding with correct answers Not standing out or apart from the group

Long-term relationships Moving forward with group Group rewards Ambiguous, shared or overlapping responsibility Team competition

Individualist/Collectivist


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Individualist/Collectivist

Organizations

Individualism10 USA

9 Australia8 UK, Canada7 Germany, France, India, Ireland6 Spain

5 Brazil4 Japan & Turkey3 Mexico, China, Hong kong2 S. Korea

1

Taiwan

Collectivism


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Hierarchical Organizations Hierarchical (Inequality)

High degree of acceptability of differential power and social stratification

Leaders/Facilitators are expected to: Have all the answers Control meeting/sessions Demonstrate competence Show difference to members with higher status Provide clear structure Use meetings to gather and share information

Members are comfortable with: Leader initiative Receiving clear task assignments Not questioning the leader Answering yes to questions and requests Positions based on seniority


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Egalitarian Organizations

Egalitarian (Equality)

Little tolerance of differential power and social stratification

Leaders/Facilitators are expected to: Facilitate decision making Consult the team regularly Use meeting for active decision making

Members are comfortable with: Equal access to and exchange of information and ideas Challenging the leader Providing direct feedback to the leader and to each other Share opinions in the presence of senior members

Hierarchical/Egalitarian


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Hierarchical/Egalitarian

Organizations

Egalitarian (Equality)

10 Switzerland9 USA, UK, Australia8 Canada7 Germany, Spain6 S. Korea, Taiwan

5 China4 Hong Kong, Turkey3 Brazil, France, Singapore, Japan2 India1 Venezuela/Mexico

Hierarchical (Inequality)

Order Organizations


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Order Organizations

Order

Environment that value adherence to rules, regulations and procedures tominimize the risks and prefer predictability

Leaders/Facilitators are expected to: Have all the answers, control chaos & provides detailed project overview

Prepare members, well in advance, for their roles in team meetings andinteraction so that they will be successful

Members are comfortable with: Precise instructions, Detailed assignments & Strict timetables, Passive

participation specially in initialization phase

Having a clear model and process, Clear agendas and backgroundmaterial distributed prior to the meetings

Fl ibilit O i ti


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Flexibility Organizations Flexibility

Environment that rewards risk taking, tolerate ambiguity and valueinnovation

Leaders/Facilitators are expected to: Say I dont know when they dont know Openly consult other team members when not sure of a point Provide a general overview and let the process work itself out over time.

Make mid-course corrections Allow individuals to prepare themselves for their participation in team

meetings and interactions

Members are comfortable with: Vague objectives, general assignments, flexible schedules, active

participation Learning by doing; attempting to achieve results without clear step-by-step

process Frequent experiments which might result in mistakes or failure


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Order/Flexibility Societies

Flexibility10 Singapore9 Hong Kong, Canada, UK8 USA, India7 Australia, Taiwan, Switzerland6 Germany, Brazil

5 S. Korea4 Venezuela, Turkey3 Mexico, Spain2 France, China1 Japan

Order

Cross cultural communication


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goals

To build common ground

To avoid misunderstandings

To avoid misinterpretation

To show respect To influence

To build relationship & Trust

Communication across


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cultures

Cross-national blunders

Coca-cola introduced the soft drink to the Chinese market, thebottles were marked with Chinese characters that presented thesounds of Coca-Cola but the fact meant Bite the wax tadpole.

Pepsi-cola moved to the Thai market with the American slogan

Come alive, youre in the Pepsi generation. which means Pepsibrings your ancestors back from the dead.

When the Chevy Nova (American Car) was introduced to LatinAmerica, many people reluctant to purchase a car whose name

means doesnt go in Spanish.


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Cultural Differences


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Differences National Cultural differences

Political systems, food, buildings, art, language, socialnorms, religion, nature of core relationships

Organizational differences

Power dynamics, leadership negotiation process,organizational structure, reward systems

Work team differences Purpose, management, forming rules

Individual differences

Thinking styles, values, motivations, fears



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differences

Low Context

Message is primarily by words (No non-verbalcommunication)

Direct communication (Get to the point.)

Conflicts are depersonalized (separate theperson from the issues)

Business relationship start and end quickly

No trust required



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differences

High Context

Message is carried is large part throughnonverbal signals

Communication is indirect

Primary purpose of the communication is to buildrelationship

Conflicts are personalized. Face saving isimportant

Business relationships are developed slowly andare built on trust


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Cross Cultural Concepts

How do people interact?

Individualism Collectivism Task Relationship

Egalitarian Hierarchical

Independence Interdependence

How do we view time?

Risk taker (Uncertainty) Risk Avoidance (Certainty)

What is our role?

Direct (Confrontation) .. Indirect (Harmony)

Low context .. High Context


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U.S.A - Characteristics

Friendly and Informal Task/goal oriented, Aggressive

Individual Competitive (Individualism)

Multicultural

Egalitarian

Low Context

Monochronic (Time is money!)

Risk Takers


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U.S.A Dos and Donts Dos

Prepared on agreed

agendas Be prompt in the

meetings Solicit inputs from all

attendees

Expect open discussionand debate

Assign individual actionitems

Be direct, assertive,involved and action

oriented What do you do for

living standard openingline

Donts

Avoid embracing

unless alreadyacquainted

Coming too close

Ignore gender

Avoid askingpersonal questions(Are you married?)

Avoid patting on back

Avoid giving personalgifts


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U.S.A Business Interaction

Casual and friendly

Individual achievements

Punctuality

Low context communicators

Low in non-verbal

communication Trust is build with the

accuracy of the information

Get right down to business


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India Characteristics

Friendly and hospitable

Hierarchical Collectivism

Flexible

Polychronic

Bureaucratic

Diversified

Religious


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India Dos and DontsDos

Gift-giving is an important

aspect Discuss sports (Cricket,

Hockey etc.)

Shoes are removed outside of

a place of worship Respect Hierarchy and

Leaders

Accept lunch/dinner invitationswhich helps to build

relationship Be casual and friendly.

Bargain goods and services

Donts

Avoid discussing politics

Avoid discussing India &Pakistan relations

Avoid discussing religion

Avoid discussing sex,

salary, poverty, beggars,snake charmers andwidow-burning

Avoid refusing an

invitation Avoid opening gifts in

front of the giver



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differencesFrench animals DONT MAKE THE SAME SOUNDS as American ones. But, I dontunderstand, why Pigs always say oink, oink.



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differences

Cultural Differences... and how they affect

our perceptions of each other.

Cross cultural communicationdifferences


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differences


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Globalization Leads to Working Together No Choice


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We think differently

We talk differently We have cultural differences

and more

How to overcome these difficulties?


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Guidelines To Enhance Cross

Cultural Communication


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Always Speak Clearly

Use common words

Short sentences

Talk slowly

Repeat if required!

Be flexible Time and punctuality

Learn preferred communication styles

Learn appropriate greetings

THINK Globally, ACT Locally!


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Avoid

Slang, jargon, buzzwords, and abbreviations that may notbe understood

Humor, sarcasm and criticizing

Judging the people on their message because of the waythat they speak

Do not assume that yes and no are straightforwardresponse. Yes may mean I understand or I am saying

yes to help you save face and actually I meant no

Keys for successful Global Cross-


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Cultural Communication Build cooperative relationship

Understand and effectively deal with cultural differences

Develop work relationships that have win-win outcomes

Recognize that with differences come discomfort and tension,and that this does not have to lead to fight

Recognize that differences present an opportunity and accept it!

They are the ingredients that lead to creative andsynergistic results


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Listening


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Listening Skills Hearing Vs Listening

Listening (80/20) Exercise (Speaker/Listener/Observer)


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Objectives Enhance your understanding and appreciation of:

Differences in natural communication styles

Valuing communication style differences The importance of feedback and coaching to successful

performance and development.

Provide tools for:

Listening to make a difference

Giving meaningful feedback

Improving your ability to seek and receive coaching and feedback

Improve your ability to coach others effectively

Better enable you to help others develop these skills


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Communication Styles

Generous Listening


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Consider This

You have two ears and one mouth

use them proportionately.

Ways to ensure you are listening and


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let the other person know you are:

Make comfortable eye contact Use silence to let them talk

Use affirmative responses such as head nods, appropriate facialexpressions and verbal prompts (uh-huh, go ahead,etc.)

Incline your body forward toward the person Avoid actions, facial expressions or gestures that suggest

disinterest or displeasure Do not interrupt Do not complete the other persons sentences Focus on understanding, not formulating your response

Wh d li f ?


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What do you listen for? Content - clarifying understanding?

Emotion identifying any feelings behind thewords and non-verbal behavior?

Noble Intention most people desire the same

positive outcome as you, they just have adifferent experience of how to get there. What istheir view & intention?

G Li i


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Generous ListeningTypes of Questions:

Open-ended encourage the other person to go deeper and broader

Close-ended

results in short, succinct answers

Clarifying ensures that you understand each other

Reflecting-back

mirrors back the essence of what was said

How can we improve our listening skills?


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Eliminate distractions

Concentrate

Focus on the speakerMaintain an open mind

Look for nonverbal cues

Do not react to emotive words

Ask questions

Sit so you can see & hear

Avoid prejudices

Take notes

Ask for clarification


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Some Tips

K i Y W k l


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Knowing Your Workplace Understand your organization

There are no golden rules Some styles are informal, some are hierarchical

Use the tools available to ascertain what approach touse

Play by the rules till you learn about the

organization, do not shoot off the hip first

C i ti g S Ti


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Communicating Some Tips Be Open and share information, understand co-

worker attitudes and level of competence

Do not hoard information

Show respect, Establish trust / Be fair

Share common discussions around issues you both

agree on as a starting point, you can mature toconstructive dissension

Help others when help is needed

Praise in public, constructive feedback in private Watch your body language

The Long Story Cut Short


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The Long Story Cut Short It is all about recognizing that we have to put

ourselves in the shoes of others and thinkabout using the YOU approach

It is all about being confident and being

aware of the signals we give even when wetalk something else

It is all about reaching out, putting your best

foot forward and collaborating to make adifference

Documents

Communication Listening & Globalization Skills