Narendra Kumar

COMMUNICATION IS THE ART OF

TRANSMITTING INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON TO ANOTHER.

COMMUNICATION IS THE PROCESS OF MEANINGFUL INTERACTION AMONG HUMAN

BEINGS.

Effective Communication is crucial for all areas of life to maintain good relationship

Between husband & wife Between parents and children Between teacher and students Between doctor and patient Between employer and employee Between colleagues Between every level of an organization Etc, etc

No matter how brilliant and invaluable your idea, it is worthless unless you can share it with others

Effective communication is crucial at every level of an organization

To effectively communicate a complex idea, requires skills beyond elementary conversation

Communication is a two-way process involving an exchange of ideas

Communication is Effective if the message received is the same as message sent

PERSONAL PROCESS

OCCURS BETWEEN PEOPLE

INVOLVES CHANGE IN BEHAVIOUR

MEANS TO INFLUENCE OTHERS

EXPRESSION OF THOUGHTS AND EMOTIONS THROUGH WORDS & ACTIONS.

TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.

IT IS A SOCIAL AND EMOTIONAL PROCESS.

What are the most common ways we communicate?

Spoken Word

Written Word

Visual Images

Body Language

An interaction where both participants are present

Tend to use informal vocabulary The interruptions and overlaps are common Characterized for being Dynamic Is spontaneous and instant Give the opportunity to rethink or rephrase the

utterance

The writer is usually distant from the reader, so no visual cues and no immediate feed back

Use formal vocabulary, including words which are not normally used in spoken language

There is time lag between production & reception

Organized and compact expression due to careful sentence structure

The Communication Process

SENDER(encodes)

RECEIVER(decodes)

Barrier

Barrier

Medium

Feedback/Response

Sender:

Why to communicate?

What to communicate?

Usefulness of the communication.

Accuracy of the Information to be communicated

Encoding:• The process of transferring the information you

want to communicate into a form that can be sent and correctly decoded at the other end.

• Ability to convey the information.

• Eliminate sources of confusion. For e.g. cultural issues, mistaken assumptions, and missing information.

• Knowing your audience.

Medium (Communication Channels)

Verbal Communication Channels◦ Face-To-Face meetings,◦ Telephones,◦ Video Conferencing.

Written Communication Channels◦ Letters,◦ e-Mails,◦ Memos,◦ Reports.

Receiver Effective Decoding:

• Listen actively• Reading information carefully• Avoid Confusion• Ask question for better understanding

Influence on Receiver:

• The prior knowledge can influence the receiver’s understanding of the message

• Blockages in the receiver’s mind

• The surrounding disturbances

Feedback:

Feedback can be:

Verbal Reactions and Non-Verbal Reactions.

Positive feedback and Negative feedback.

Strengths and Weaknesses Verbal Communication: Strength - Role of Body Language

Weakness - Not possible to give long list of directions

Written Communication:

Strength - A proof of a communication

Weakness - Written words does not show a person’s actual feelings

Barriers to Communication

Internal Barriers• Fatigue• Poor listening skills• Attitude towards sender• Lack of interest in message• Fear• Mistrust• Problems at home• Negative attitude

Barriers to Communication (contd.)

External Barriers

• Noise

• Distractions

• Email not working

• Bad phone connections

• Environment

• Language differences

Hearing Vs ListeningHearing • Physical process • Natural • Passive

Listening • Physical as well as mental process • Active • Learning process • A skill

.

Value of Listening Listening to others is an elegant art.

Good listening reflects courtesy and good manners.

Listening carefully to the instructions of superiors improves competence and performance.

The result of poor listening skill could be disastrous in business, employment and social relations.

Good listening can eliminate a number of imaginary grievances of employees.

Good listening skill can improve social relations and conversation.

Listening is a positive activity rather than a passive or negative activity.

Downwards Communication :

Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform, to offer feed back, approval, to highlight problems etc.

Upwards Communications :

It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals.

Lateral or Horizontal Communication :

Among colleagues, peers at same level for information sharing, for coordination, to save time.

Business Communication is incomplete without

Planning Writing Completing

Planning

Study or analyze your purpose Prepare your layout for writing schedule Identify your audience Investigate about your audience need Always adapt the right medium

Writing

Define the main ideaCollect all points on that ideaChoose direct or indirect approachChoose good words carefully so that

you can create effective sentences

Completing

Evaluate content Review your readabilityRewriting for clarity

Business Communication Process can be divided into six phases:1. Sender has an Idea2. Sender encodes Idea3. Sender transmits message4. Receiver gets message5. Receiver decodes message6. Receiver sends feedback

An Active Listener

An Effective Presenter

A Quick Thinker

A Win-Win Negotiator

Speaking

◦Know what you want to say◦Control Fear◦Stop Talking and Listen◦Think before you talk◦Believe in your message◦Repeat Major Points◦Find out what your Listener wants

Tips to improve Communication (contd.)

Body Language

• Keep appropriate distance• Touch only when appropriate• Take care of your appearance• Maintain eye contact• Smile genuinely

Techniques

◦Reduce Jargon◦Use Humor◦Ask for feedback◦Increase your vocabulary◦Watch your tone

Listening

◦Prepare to Listen◦Focus on the Speaker◦Screen Out Distractions◦Concentrate on the Message

Speaking and Listening

◦Ask Questions ◦Avoid Daydreaming ◦Accept Accents ◦Use mind mapping

Speaking and Writing

◦Get to the Point◦Explain Abstract words◦Ask for what you want◦Illustrate with personal examples◦Express Emotion◦Keep it simple ◦Take notes◦Use Short Sentences

General Tips

◦Be receptive to New Ideas◦Respect the Other Person’s Point of View◦Use Good Manners◦Avoid Words that Hurt◦Handle Disagreements with Tact◦Understand the Importance of Timing◦Present a Good Personal Image

…in the new global and diverse workplace, requires

excellent communication skills!

Success for YOU…

Questions