Communication

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AssignmentAssignment

(C-2)

COMMUNICATION

COMMUNICATION

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1. How would you correlate this assignment for a job 1. How would you correlate this assignment for a job that you plan to take up after completion of this that you plan to take up after completion of this course? Is there any correlation in terms of course? Is there any correlation in terms of communication? How?... (M2/M3)communication? How?... (M2/M3)

I entered FRANKFINN institute to build myself and to I entered FRANKFINN institute to build myself and to change to rule over this community both personally as change to rule over this community both personally as well as career point of view.well as career point of view. ““To understand the heart and mind of a person, To understand the heart and mind of a person, look not at what he/she has already achieved, but look not at what he/she has already achieved, but at what he/she aspires to do…”at what he/she aspires to do…”

Assignment - JOB/CAREERAssignment - JOB/CAREER

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What is career??What is career??

Job vs. Career:Job vs. Career:

• Job Job – “What can I do now to make money?”– “What can I do now to make money?”

• CareerCareer – Chosen Profession for your life. – Chosen Profession for your life. Requires a willingness to get the training Requires a willingness to get the training needed to build your skills for the future.needed to build your skills for the future.

A career is the work a person does. It is the A career is the work a person does. It is the sequence of jobs that an individual has held sequence of jobs that an individual has held throughout his or her working life, E.g. occupation throughout his or her working life, E.g. occupation of nursing. of nursing.

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Career planning what’s that?? Career planning what’s that??

““Career planning Career planning consists of activities consists of activities and actions that you and actions that you take to achieve your take to achieve your individual career individual career goals”.goals”.

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• CommunicationCommunication – My communication skills are – My communication skills are improved a lot and now I am able to improved a lot and now I am able to communicate with the people in an effective communicate with the people in an effective and timely manner. Now I can proudly say that and timely manner. Now I can proudly say that my communication capability is my strength.my communication capability is my strength.

• Fear to talk in public Fear to talk in public – Now I can freely talk – Now I can freely talk with people when I am in a group and can with people when I am in a group and can clearly make the community to understand the clearly make the community to understand the things which I am explaining. things which I am explaining.

After joining FRANKFINN…After joining FRANKFINN…

I have acquired the following after joining Frankfinn… which may I have acquired the following after joining Frankfinn… which may be helpful in my future Job assignments…be helpful in my future Job assignments…

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• ExtrovertExtrovert – I converted from an – I converted from an introvert to extrovert thereby talking introvert to extrovert thereby talking boldly and winning the people with my boldly and winning the people with my words.words.

• Time management Time management – I learned how to – I learned how to effectively utilize the time and do the effectively utilize the time and do the things in a more efficient manner things in a more efficient manner thereby increasing my personnel thereby increasing my personnel productivity.productivity.



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Perception Perception – I changed my perception in – I changed my perception in understanding the things surrounding me understanding the things surrounding me and leant how to observe the things and leant how to observe the things carefully and keenly. With the changed carefully and keenly. With the changed perception, now I am able to rationalize perception, now I am able to rationalize the things and improve my knowledge.the things and improve my knowledge.

Attitude Attitude – This is the factor which played a – This is the factor which played a major role in my change of personality major role in my change of personality with which my negative view points are with which my negative view points are now turned into a positive attitude.now turned into a positive attitude.



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Broader thinking Broader thinking – My thinking ability has – My thinking ability has changed a lot with which now I am able to changed a lot with which now I am able to solve the complex problems in an effective solve the complex problems in an effective manner by following the method of dividing manner by following the method of dividing the complex problem into a number of small the complex problem into a number of small problems for which solutions can be problems for which solutions can be achieved easily.achieved easily. Positive thinking Positive thinking – improved the way of – improved the way of thinking and tackling the problems in a thinking and tackling the problems in a positive manner.positive manner.



With these qualities, I am confident that I can be With these qualities, I am confident that I can be successful in my future career…successful in my future career…

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Correlation in terms of Correlation in terms of COMMUNICATION…COMMUNICATION…

Studies tell 70 % of mistakes in Studies tell 70 % of mistakes in the workplace are a direct result the workplace are a direct result of poor communication…..of poor communication…..

The things which I described in next slides, which are The things which I described in next slides, which are based on communication will bring the success, if based on communication will bring the success, if followed correctly.followed correctly.

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To Succeed…To Succeed…

Don't talk negatively about people behind their backs.

If you gossip, people won't confide in you.

Mind your own business.

gossip

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Try to work for someone who'll challenge your Try to work for someone who'll challenge your powers.powers.

You'll learn more in a year than 4 years of You'll learn more in a year than 4 years of college. college.


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Successful bosses have good communication skills.They learn from people, including their employees.

Successful bosses have good communication skills.They learn from people, including their employees.


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Work in such a way that makes your boss look good.

It's not flattery.


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On downsizing, the first to go On downsizing, the first to go are those with few friends. are those with few friends.

Bosses prefer competent Bosses prefer competent people whom they respect.people whom they respect.

On downsizing, the first to go On downsizing, the first to go are those with few friends. are those with few friends.

Bosses prefer competent Bosses prefer competent people whom they respect.people whom they respect.


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Dress for the job you want, Dress for the job you want, not the one you have. not the one you have.

Let your dress reflect professionalism. Let your dress reflect professionalism.


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Workout to get in good physical shape.

Unless exceptionally skilled, the unhealthy are at a comparative disadvantage.

Workout to get in good physical shape.

Unless exceptionally skilled, the unhealthy are at a comparative disadvantage.


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Personal integrity is crucial. Personal integrity is crucial.

Tell nothing but the truth. Tell nothing but the truth.

Bosses can forgive mistakes Bosses can forgive mistakes but if you lie, you're gone. but if you lie, you're gone.


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Be on time. Be on time.

Try to arrive few minutes early. Try to arrive few minutes early.

It saves you from stress. It saves you from stress.

You'll be much relaxed & work betterYou'll be much relaxed & work better


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Strive your best to keep a Strive your best to keep a deadline.deadline.

If you cannot meet it, then If you cannot meet it, then apologize & ask for an extensionapologize & ask for an extension


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If some people are unhappy with If some people are unhappy with you, it's their problem.you, it's their problem.

But always strive to give your But always strive to give your best.best.

Don't take things Don't take things personally.personally.


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If you must correct someone,don't get personal about it.

Do it never in front of others.


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Spend some time alone everyday.Spend some time alone everyday.

What's the mission of my life?What's the mission of my life?

What do I want to be?What do I want to be?

And how to go about it.And how to go about it.


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As you move along Plan A of your career,maintain a Plan B as well —an alternative course to rely

As you move along Plan A of your career,maintain a Plan B as well —an alternative course to rely


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Always remember that the secret of success is passion.Always remember that the secret of success is passion.

Always think big. Spread love & joy.Always think big. Spread love & joy.

You'll have blissful years aheadYou'll have blissful years ahead


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2. Evaluate your own communication skills and suggest 2. Evaluate your own communication skills and suggest the improvements for the same… (D1)the improvements for the same… (D1)

My communication My communication skills are improved a skills are improved a lot and now I am able lot and now I am able to communicate with to communicate with the people in an the people in an effective and timely effective and timely manner. manner.

Now I can proudly say Now I can proudly say that my that my communication communication capability is my capability is my strength.strength.

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Effective Effective CommunicationCommunication

Effective CommunicationEffective Communication

Productive Productive RelationshipRelationship

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Our valuesOur values

The Success SequenceThe Success Sequence

Our BeliefsOur Beliefs(self esteem (self esteem

and self image)and self image)

Our thoughtsOur thoughts

Effective Effective CommunicationCommunication

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Our values, Our values, beliefs, and beliefs, and

thoughtsthoughts

The Success SequenceThe Success Sequence

What we say What we say and doand do

ResultsResults

Self-Self-fulfilling fulfilling prophecyprophecy

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We communicate to……We communicate to……

• Get informationGet information

• MotivateMotivate

• CheatCheat

• PraisePraise

• Make arrangementsMake arrangements

• Give adviceGive advice

• SellSell

• GreetGreet

• AbuseAbuse

• EtcEtc

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Verbal, vocal and visualVerbal, vocal and visual

Verbal :Verbal :The message that The message that

we deliverwe deliver

Vocal : Vocal : The voice that we The voice that we

conveyconvey

Visual : Visual : Our body language Our body language

CommunicatiCommunicationon

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Causes of Communication Difficulties:Causes of Communication Difficulties:

• Lack of information and knowledgeLack of information and knowledge

• Not explaining priorities or goals properlyNot explaining priorities or goals properly

• Not listeningNot listening

• Not understanding fully and fail to ask Not understanding fully and fail to ask

questionsquestions

• Mind made up, preconceived ideasMind made up, preconceived ideas

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Causes of Communication Difficulties:Causes of Communication Difficulties:

• Not understanding others’ needsNot understanding others’ needs

• Not thinking clearly, jumping to Not thinking clearly, jumping to

conclusionsconclusions

• Bad moodBad mood

• Failure to explore alternativesFailure to explore alternatives

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Communication failures can Communication failures can cause…..cause…..

• Loss of businessLoss of business

• Mistakes, inefficienciesMistakes, inefficiencies

• Lowered productivityLowered productivity

• Poor coordination and cooperationPoor coordination and cooperation

• Damaged personal or company imageDamaged personal or company image

• Frustration, hostilityFrustration, hostility

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Communication failures can Communication failures can cause…..cause…..

• Dissatisfaction with othersDissatisfaction with others

• Lowered moraleLowered morale

• Loss of team spiritLoss of team spirit

• High employee turnoverHigh employee turnover

• Conflict and argumentsConflict and arguments

• Drop in self esteem and confidenceDrop in self esteem and confidence

• Loss of friendshipLoss of friendship

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Everything we do is communication Everything we do is communication

The way we begin our message often The way we begin our message often

determines the outcome of the determines the outcome of the

communicationcommunicationThe way message is delivered always The way message is delivered always

effects the way message is receivedeffects the way message is received

Basic Communication PrinciplesBasic Communication Principles

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The real communication is the message The real communication is the message

received, not the message intendedreceived, not the message intended

Communication is two way street – we Communication is two way street – we

have to give as well as gatherhave to give as well as gather

Basic Communication PrinciplesBasic Communication Principles

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Give good Give good

informatioinformatio

n n

Gather Gather

good good

informatioinformatio

n n

Mutual Mutual

respect respect

Communication TrilogyCommunication Trilogy

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Six C of giving good Six C of giving good informationinformation

Give Good InformationGive Good Information

ClearClear ConciseConcise

CourteousCourteousCompleteComplete

CorrectCorrect

ConcreteConcrete

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Give Good InformationGive Good Information

• Use precise, memorable and powerful Use precise, memorable and powerful

wordswords

• Support your words with visual aidsSupport your words with visual aids

• Give demonstrationGive demonstration

• Provide examples/metaphors/analogiesProvide examples/metaphors/analogies

• Use the other person “language”Use the other person “language”

When giving information………When giving information………

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7 Positive Principles for 7 Positive Principles for

Cooperative CommunicationCooperative Communication

1.1. Soften the ‘you’s or change the into “I” to Soften the ‘you’s or change the into “I” to avoid avoid

sounding pushysounding pushy

• Instead of : ‘You’ll have to….’, say ‘Could you….’ Instead of : ‘You’ll have to….’, say ‘Could you….’

Or ‘Would you be able to….’ Or ‘Would you be able to….’

2.2. Focus on the solutionFocus on the solution, not the problem, not the problem

• Instead of ‘We’re out of mild….’, say ‘I will pop Instead of ‘We’re out of mild….’, say ‘I will pop

down the shop for some milk’.down the shop for some milk’.

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Cooperative CommunicationCooperative Communication

3. Turn 3. Turn can’ts into canscan’ts into cans

• Instead of ‘We can’t do that until next week’, Instead of ‘We can’t do that until next week’,

say ‘We’ll be able to do that next week’.say ‘We’ll be able to do that next week’.

4.4. Take responsibilityTake responsibility – don’t lay blame – don’t lay blame

• Instead if ‘It’s not my fault’, say ‘Here’s what I Instead if ‘It’s not my fault’, say ‘Here’s what I

can do to fox that’.can do to fox that’.

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Cooperative CommunicationCooperative Communication5.5. Say what do you wantSay what do you want, not what you don’t want, not what you don’t want

• Instead of ‘Don’t; drive too fast’, say ‘Drive Instead of ‘Don’t; drive too fast’, say ‘Drive

carefully’carefully’

6.6. Focus on the futureFocus on the future, not the past, not the past

• Instead of “I’ve told you before not to……, say Instead of “I’ve told you before not to……, say

‘From now on…….”‘From now on…….”

7.7. Share informationShare information rather than argue or accuse rather than argue or accuse

• Instead of ‘No, you’re wrong’, say ‘I see it like Instead of ‘No, you’re wrong’, say ‘I see it like

this….’this….’

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Assertive CommunicationAssertive Communication• Make statements that are Make statements that are

honest, clear, brief, and to the honest, clear, brief, and to the

pointpoint

• Use “I” statement : I’d like, I Use “I” statement : I’d like, I

appreciate, I thinkappreciate, I think

• Distinguish between fact and Distinguish between fact and

opinionopinion

• Ask, don’t tellAsk, don’t tell

• Offer improvement Offer improvement

suggestions, not advice and suggestions, not advice and

commandscommands

Verbally, Verbally,

assertive assertive

people :people :

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Assertive CommunicationAssertive Communication

Verbally, Verbally,

assertive assertive

people :people :

• Offer constructive criticism, free Offer constructive criticism, free

of blame, assumptions, and of blame, assumptions, and

‘shoulds’‘shoulds’

• Ask questions to find out the Ask questions to find out the

thoughts and feelings of othersthoughts and feelings of others

• Respect the rights of others as Respect the rights of others as

well as their own rightswell as their own rights

• Communicate mutual respect Communicate mutual respect

where the needs of two people where the needs of two people

conflict, and look for mutually conflict, and look for mutually

acceptable solutionsacceptable solutions

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Non Non

Verbally, Verbally,

assertive assertive

people :people :

• Make appropriate eye contactMake appropriate eye contact

• Sit or stand firmly and comfortably Sit or stand firmly and comfortably

erecterect

• Gesture openly to support their Gesture openly to support their

commentscomments

• Speak in a clear, steady, firm tone Speak in a clear, steady, firm tone

of voiceof voice

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Non Non

Verbally, Verbally,

assertive assertive

people :people :

• Maintain open, steady, relaxed Maintain open, steady, relaxed

facial expressions, smiling when facial expressions, smiling when

pleased, frowning when angrypleased, frowning when angry

• Speak a steady, even pace, Speak a steady, even pace,

emphasizing key words, with few emphasizing key words, with few

awkward hesitationsawkward hesitations

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Manage your body languageManage your body language• Sit or stand at right angles and on the same level, Sit or stand at right angles and on the same level,

and respect people’s personal space zonesand respect people’s personal space zones

• Use open gestures and body languageUse open gestures and body language

• Center your attention exclusively on the other Center your attention exclusively on the other

personperson

• Lean slightly forward to show interest; a bit further Lean slightly forward to show interest; a bit further

forward to apply pressure, slightly back to reduce forward to apply pressure, slightly back to reduce

pressurepressure

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Manage your body languageManage your body language• Maintain appropriate eye contact while Maintain appropriate eye contact while

listening to encourage the speaker; increase listening to encourage the speaker; increase

eye contact to apply pressure; reduce it to eye contact to apply pressure; reduce it to

lower pressurelower pressure

• Respond appropriately by basing your Respond appropriately by basing your

responses on what the other person has just responses on what the other person has just

saidsaid

• Be relaxed and balanced to make relaxed Be relaxed and balanced to make relaxed

and open communication easierand open communication easier

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Gather Good Information Gather Good Information with your EARswith your EARs

E E – explore by asking questions– explore by asking questions

A A – affirm to show you’re listening– affirm to show you’re listening

RR – reflect your understanding – reflect your understanding

SS – silence, listen some more – silence, listen some more

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Exploring QuestionsExploring Questions

Open Open QuestionsQuestions

Open questions yield lots of information Open questions yield lots of information

because they allow a person to explain because they allow a person to explain

what is most important or interesting what is most important or interesting

and encourage elaboration.and encourage elaboration.

Probing Probing QuestionsQuestions

Probing questions are those that relate Probing questions are those that relate

to the topic we want to explore further. to the topic we want to explore further.

They encourage the speaker to flesh They encourage the speaker to flesh

out the details.out the details.

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Active ListeningActive Listening

Giving undivided attention to a speaker Giving undivided attention to a speaker

in a genuine effort to understand the in a genuine effort to understand the

speaker's point of view. speaker's point of view.

This involves giving them your full This involves giving them your full

attention and the use of verbal attention and the use of verbal

encouragers such as “Yes”, “Aha” and encouragers such as “Yes”, “Aha” and

“Mmm”. “Mmm”.

It also includes non-verbal It also includes non-verbal

acknowledgements such as nodding, acknowledgements such as nodding,

smiling and body language.smiling and body language.

Active Active ListeningListening

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Benefits of Active ListeningBenefits of Active Listening

1.1. It forces people to listen attentively to othersIt forces people to listen attentively to others

2.2. It avoids misunderstandings, as people have to It avoids misunderstandings, as people have to

confirm that they do really understand what confirm that they do really understand what

another person has saidanother person has said

3.3. It tends to open people up, to get them to say It tends to open people up, to get them to say

more more

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5 Active Listening Skills5 Active Listening Skills

• Paraphrasing meanings:Paraphrasing meanings: Translate into your own Translate into your own

words what the speaker has saidwords what the speaker has said

• Reflecting feelings:Reflecting feelings: when someone is expressing when someone is expressing

emotion or feelings or looks emotional (upset, emotion or feelings or looks emotional (upset,

angry, excited), convey your empathy and angry, excited), convey your empathy and

encourage the speaker to continueencourage the speaker to continue

• Reflecting factsReflecting facts: briefly summarize the content, or : briefly summarize the content, or

factual aspects, of what the speaker has said.factual aspects, of what the speaker has said.

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5 Active Listening Skills5 Active Listening Skills

• Synthesizing:Synthesizing: blend several ideas of the speaker blend several ideas of the speaker

into one theme or idea.into one theme or idea.

• Imagining out loud:Imagining out loud: imagine what it must be like imagine what it must be like

to be in the speaker’s placeto be in the speaker’s place

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To listen more effectively…..To listen more effectively…..

Attend physicallyAttend physically – the right body language – the right body language

helps us to focus on the speaker and encourages helps us to focus on the speaker and encourages

the speaker to give us more information.the speaker to give us more information.

Attend mentallyAttend mentally – follow the speaker’s flow of – follow the speaker’s flow of

thought, listen to understand, not evaluate; listen thought, listen to understand, not evaluate; listen

first, then assessfirst, then assess

Check it verballyCheck it verbally – paraphrase, clarify, probe – paraphrase, clarify, probe

further, summarize your understandingfurther, summarize your understanding

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When receiving/listening feedbackWhen receiving/listening feedback

• Listen, don’t resistListen, don’t resist

• Keep calmKeep calm and keep breathing and keep breathing

• Let your body language show Let your body language show you you

are receptiveare receptive

• Ask questionsAsk questions to make sure to make sure

you’ve understoodyou’ve understood

• Don’t be overlyDon’t be overly sensitivesensitive, self , self

protective or cavalierprotective or cavalier

Receiving Receiving

feedbackfeedback

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When receiving/listening feedbackWhen receiving/listening feedback

Receiving Receiving

feedbackfeedback

• Does the person offering feedback Does the person offering feedback

know what they’re talking know what they’re talking

aboutabout??

• What What other information do you other information do you

havehave that supports the feedback? that supports the feedback?

• If you’re tempted to ignore it, do If you’re tempted to ignore it, do

you have you have evidence that evidence that

contradicts the feedbackcontradicts the feedback??

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Thank you…Thank you…