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Contents

Objective of this workshop

Communication processCommunication BarriersTools of Effective CommunicationNon-Verbal CommunicationNVC & Interpersonal RelationshipsChannels of CommunicationDownward, upward, Lateral & External CommunicationPoints to remember while communicating with External CustomersTips for writing lettersFinal Message

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Objective of the Workshop

To enable participants to understand the process of communication. Make participants understand their individual personality & style and to be able to use them effectively in their work. Make participants realize the importance of Non-verbal communication. Make participants realize how difference of perception affects the communication process. Emphasize the importance of effective listening skills The purpose of Communication is for co-ordinating action, sharing information, reducing uncertainty and expressing emotions.

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Develop participant’s abilities to give constructive feedback. Realize the importance of communicating in certain ways, especially in conflict situations. To understand effective written communication principles and techniques. Write with greater clarity and purposeConduct business correspondence quicker by applying effective organizational plans of writing to letters and memos

Objective of the Workshop

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Communication

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Communication

“If If you can’t express you can’t express your good ideas, then your good ideas, then you’re at the same level you’re at the same level as someone who doesn’t as someone who doesn’t even have good ideaseven have good ideas.”

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Communication

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Communication

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Communication

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Communication Process

Sender Message Received

Feedback

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Communication

The process of sharing by which messages produce responses.

Communication is the process that two or more people used to share the information and meaning.

The purpose of Communication is for coordinating action, sharing information, reducing uncertainty and expressing emotions.

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Coordinating Action

Communication transforms a group of unrelated individual into a team that knows what its goal is and how it will try to reach them. Sharing Information

Communication allows people to coordinate their action by providing them with a way to share information. Reducing Uncertainty

Sharing information is an important step in reducing uncertainty, one of the chief purposes of organizational communication.

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Expressing Emotions

Communication also allows people to express their emotions.

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Importance of Feedback

Feedback establishes formal mechanism by which sender can check on how the message was actually interpreted. Feed back makes communication two way.

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Characteristics of Feedback

SpecificSpecific

TimelyTimely

ClearClear

ValidValid

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Communication Barriers

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Communication Barriers

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Communication Barriers The human communication system

can be compared with radio. Just as in radio transmission where distortion can occur at any point along the circuits (channel), there can be similar barriers in human communication.

Noise

Anything that disturbs or disrupts the communication process.

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Communication Barriers

Psychological Barriers

Emotional Perceptual

Selectivity

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PERCEPTION

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Semantic/ Physical BarriersSemantic Blocks

The study of word choice is called Semantics so the kind of blocks that’s arise from word choice are called semantic blocks e.g. inexpensive vs cheap

Physical BlocksAnother barrier is caused by our own physical appearance, audience, or the context of the document or the presentation. In writing, finger prints or smudges, unclear photocopies, unreadable printout etc. For speaking, mumbling, blowing air-conditioning, ringing phones etc.

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Tools of Effective

Communication

Active Listening Focusing on Non-

Verbal Communication

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Active Listening

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Active Listening

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We hear half of what is said

We listen to half of what we hear

We understand half of what we listen

We believe half of what we understand

And remember half of what we believe

Active Listening

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Active Listening

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Guide to Effective Listening

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Pitfalls of Not Listening

Misunderstandings

False assumptions

Misinterpretations

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Benefits of Active Listening

Encourages other person to talk

Reassures the speaker

Gives you an insight into the buyers’ needs

Helps you remember what was said

Builds rapport

Helps you avoid jumping to conclusions

Helps you focus on customer’s feelings

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Non Verbal Communication

93% Non Verbal

7% Verbal

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Four important components of Non- Verbal Communications are:

•Body language

•Posture

•Gestures

•Face & Eyes

Non Verbal Communication

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Some signs of Non Verbal Communication

Openness

Boredom

Indifference

Confidence

Nervousness

Uncertainty

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Boredom/Nervousness

Blank stare

Tilting of head

Fidgeting hands

Lack of eye contact

Limp handshake

Inappropriate dress

Fiddling with objects

Tapping fingers on table

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How to improve Non-verbal Communication

Practice & Arrange

Relax & gain confidence

Physical Relaxation

Mental Relaxation

Relaxation as you speak

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Non- verbal Communication plays an important role in developing Good interpersonal relationships

1. Eye Communication

o Learn to look sincerely & steadily at another person.

2. Good Posture

o Learn to stand upright & move naturally & easily

3. Gestures & Facial Expressions

o Learn to be relaxed & natural when you speak. When you are comfortable, wear natural smile.

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4. Appropriate Dress & Appearance

o Dress, groom & appear appropriate for the environment you are in, as well as to yourself

5. Voice & Vocal Variety

o Learn to use your voice as a rich, resonant instrument especially when you are communicating with others in person, on the phone or in a group setting to command their attention and not allow your voice to be a barrier to action.

o Voice should transmit energy in the form of excitement & enthusiasm.

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6. Language, pauses & non-words

o To use appropriate and clear language for your listeners, with planned pauses & no non-words.

7. Listener Involvement

o Your styleo Your interaction with the listenero The actual content of what you sayo Interest of Listener

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8. The Natural Self

o To be authentic, To be yourself in all communication circumstances, understanding & using your natural strengths and building communication weaknesses into strengths.

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Channels of Communication

Downward Communication Information flowing from higher levels to lower levels

Examples of such communication include:Staff meetings, procedures, policies, instructions, job description, newsletters, announcement, memos,counseling sessions, interviews etc.

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Upward Communicationo Grievance procedure

o Open-door policy

o Counseling Attitude & Exit Interview

o Sending some report

Channels of Communication

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Lateral Communicationo Communication between people at the same

hierarchical level, but in different functional areas

Channels of Communication

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External CommunicationDifferent ways:-

FaxLetterE-mailPhone call

Channels of Communication

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Points to Remember while Communicating with External Customers

When writing a fax messageMessage should consist of

Correct Salutation Correct Designation and Name of Company Brief Clear Meaningful Good Conclusion with complete Name, Designation &

Contact Number.

Why are you on the Pay roll. Who is your customer Is it the Most important use of My time?

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Tips for writing letters

Appearance: Should be attractively placed on the page, neither crowded nor unnecessarily spread out.

Heading

Date

Reference No.

Salutation

Subject

Text of the letter

Conclusion

Complimentary close

Signature

Additional data (if any)

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Fax Message

To:From:Company:Date:Fax Number

fax  Phone number:Re:Your reference number:Urgent For Review/Please Comment/Please Reply/Please Recycle

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Interoffice Memorandum

To:from:subject:date:cc:

Text of the letter

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ANALYTICALANALYTICAL

DOMINANTDOMINANT

SOLIDSOLID

EXPRESSIVEEXPRESSIVEGoals/results orientedImpatientTask oriented/high achieverWorkaholicDecisiveOpinionated/ Stubborn/ BluntInnovativeTough/ firm in relationshipsControl orientedCompetitive/ Loves challenges

DreamerUn-realistic GoalsCreative, Ideas flowNeeds approval and ComplimentsGeneralisesPersuasive, OutgoingOpinionatedFast DecisionsExcitableEnthusiastic, Shows confidence

Needs peopleGood listenerStatus QUO/ DISLIKES CHANGENo risksNo pressureCounselor/ helps othersQuestioningInsecure/ needs reassuranceSupportiveNo conflict

Planner/ OrganizerDetails/ technicalitiesSlow decisionsMust be rightConservative/ cautiousLow pressurePrecise/ Critical/ LogicalProblem solverPersistentFollows procedures/ Compliant

Communicating with Customers

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4 Main Elements to Written Communication

PURPOSEPURPOSE

CONTENTCONTENT STYLESTYLE

PRESENTATIONPRESENTATION

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Eye Contact

Body Posture

Inte

rest

ed

Tone of Voice

Demonstrate Listening

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Opening and Closing a TALK

NEED

TITLE

RATINGS

OBJE

CTIV

E

INTE

REST

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Listening Skills

They TalkYou ListenThey TalkYou Listen

You Don’tInterrupt

You Don’tInterrupt

PayAttention

PayAttention

Make WrittenNotes of Key

Points

Make WrittenNotes of Key

Points

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Summary

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Final Message

“Communication is crucial for any kind of success in business not just getting promoted, but accomplishing results with and through other people, and meeting corporate objectives”

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