Food for thought

When I have talked in anger,And my cheeks were flaming red,I have always uttered something,Which I wish I had not said.

What we aim to learn

• To understand and appreciate the process of communication as an important constituent of the professional effectiveness

• To understand oneself and improve interpersonal skills

• Exposure to communication concepts

• Diagnose and circumvent barriers to communication

• To gain confidence and honing presentation skills

What is Communication

• Communication is an exchange of information from the sender to the receiver with the message being understood as intended by the sender

Idea

Decode IdeaListensReadsObserves

SpeaksWritesActsDraws Words

ActionsPicturesNumbers

Encode

Symbols

The receiver

Sender

Three ways to think about communication

• Communication as ACTION: the transmission of information from one person to another through the use of symbols and their accompanying meaning.

• Communication as INTERACTION: the exchange of information between two (or more) individuals through the symbols and their accompanying meaning.

• Communication as MEANING CONSTRUCTION: the process by which two or more individuals arrive at ostensibly shared (or common) meanings or understandings for symbolic actions.

A. Communication occurs through the use of symbols and their accompanying meaning.

B. All objects, events, persons, and actions can function as symbols for communication.

C. Symbols do not possess inherent and universal meanings.

D. Symbols possess objective (physical) properties; but meaningis inherently subjective and can only be inferred from the interpretation of symbols.

E. The presumption of intentionality (i.e., conscious and deliberate symbolic action) is a prerequisite for communication.

Some communication propositions

Importance Of Communication

• Organizational / Functional: greater information access and awareness

• Improves coordination: reduces logical gaps

• Encourages cooperation: helps bring everyone in the mainstream

• Gives a direction: to tasks and activities

• Morale and empowerment

• Decision making aid

• Speeds up the organizational processes

• Better focus on customer requirements

• Generates a greater sense of organizational commitment and involvement

• A problem solving tool: by clarity, preciseness and feedback

….. Importance Of Communication

Barriers to Communication

• A barrier reduces or changes the quality of the message being transmitted

• Types : 1. Physical 2. PsychologicalPoor health Lack of ConcentrationSound / noise Attitude and biasUnsuitable temperature Lack of self disciplineDistractions Low emotional state

How to overcome the barriers

For the sender

• Be clear about the message to be sent• Be precise and to the point• Do not be verbose• Use a language understandable to the receiver• Write the message if required• Request a feedback to ensure receipt of message

For the receiver

• Be attentive• Concentrate on the message• Ask for clarifications wherever required• Listen objectively• ‘Listen’ for body language• Make notes if required

Flow of communication

At the workplace

* Upward From employee to superior

* Downward From superiors to the employee

* Lateral From one employee to another

Communication types

Verbal• Oral - the spoken language

Non verbal• Written• Body language• Expressions - facial, gestures, signs

Medium of Communication

• Memos• E-mails• Notices• Company circulars• In-house magazines• Oral instructions

Gateways to Communication

• A barrier removed is a gateway created.• We need to eradicate the ‘neps’ from the

‘fabric’ of our communication by practicing certain things.

1. Creating within one self the need and willingness to understand

2. Making the message appropriate to the receivers frame of reference

( speak the “language” of the listener)

3. Ability to describe others behavior without evaluating or interpreting.

4. Ask for feedback from the receiver5. Reinforce communication by using more than

one channel to convey the message (Verbal, written, nonverbal)

….. Gateways to Communication

EFFECTIVE COMMUNICATION

1. Plan your communication

• maintain clarity of purpose “why”,

• maintain clarity of idea, “what”.

2. Choose the medium

• language

• style

• semantics

…. Effective Communication

3. Remove barriers ……. build gatewaysDO’s DON’Ts

- seek first to understand - remove all prejudices

and then to be understood - overcome any distractions

- empathize with other people - reduce length of - values, beliefs, needs & sentiments communication

channel- use a common language- clarify ideas before communicating

….. Effective Communication4. Active Listening• Listen with an open mind• Make an effort to understand• Empathize ……..reflect understanding• Be aware of what is said and what is not said• Don’t jump to conclusions……draw conclusions

5. Feedback• Check for accurate receipt of message• Check action/outcome in relation with the intent of the

message.• Improve/alter message, if required.

Listening : A lost art

Why do we not listen?• actions speak louder than words• Seeing is easier than listening• Visual medium is powerful

We hear but don’t listen look but don’t see

Listening- Interpretation

• What the receiver receives may be different from what the sender sends.

• What receiver receives depends on – His behavior– Past experiences– His values, motivation, need or his attitude– His world

What it takes to be a good listener

• Ability to concentrate• genuine desire to understand the other

persons point of view• Sensitivity to needs, emotions and body

language• Humility: “You might have a point of view and

I respect you”• A belief that other people are important and

worth listening to.

How to be a good listener

• Know your power as a listener• Ask questions• Reflect feelings• Let your body give reassuring messages• Know your prejudices• Avoid making snap judgements• Avoid anger

The Art of Listening

Listening : an important human skill• indispensable for superiors• gets you respect, love and fame• shows that you care for and respect others• not listening could be psychologically

upsetting for the other person• you can’t fake listening• the higher you go, the more you have to listen• it is a rare skill

The Art of Listening

Listening needs an• ability to concentrate• a genuine desire to understand the other persons

point of view• sensitivity to needs, emotions and body language• humility - “I am not right alone, you might have a

point and I respect you”• a belief that other people are important and worth

listening to

The Art of Listening

Poor Listeners• The fidget : “Why are you telling me ?”• The aggressive listener : tries too hard and as a result

scares people.• The pseudo - intellectual : hears only ideas and not

the emotions behind them• The passive listener : :I agree with whatever you say”• The inaccurate listener :”I can’t concentrate”

The Art of Listening

How to be a good listener,

Know your power as a listener

• Ask questions

• Reflect feelings

• Let your body give reassuring messages. Nodding, arms apart, legs not crossed, erect forward posture. All these give non-verbal messages that you are listening.

• Know your prejudices. You must discount from all those matters towards which you are biased or passionate.

• Avoid making snap judgments

• Avoid anger. It always gets the better of you.

Importance Of Feedback

• Feedback is necessary to check the effectiveness of the communication.

• Feedback helps reflect upon how well the message has been encoded, transmitted and understood.

• Feedback helps make mid-course correction if found required.

- in terms of action : changing strategy- in terms of communication : changing message

How to take Feedback

- ask for it you are the sender or offer it if you are the receiver- observe- evaluate the results achieved as against the objectives set- be objective while giving or receiving it- focus on the task and performance aspects not

the individual’s personality

Official Communication

1. Flow : vertical/horizontal/cross

2. Content : top-down are in the form of orders or directives

bottom-up are in the form of feedback or complaints

3. Through a proper channel : Who is the end audience? Who should know first ? What should the network be ?

4. “Information is power”. One who has the authority to communicate is considered powerful.

How to write memos that work

• Begin with planning.- what are the facts ?- what do they mean ?- what do I do now ?

Write short and to the point sentences• Write in the second person• Use memos to summarize group decisions, to list individual

assignments and deadlines• Adopt a conversational style• Use the B - E - T method to help strengthen your memos

content i.e.- B = Bottom line - E = Evidence - T = tasks

Always keep your memos brief and precise

Communication Ethics

If intimation is power, and if we have information, then we must

respect and handle our communication with restraint.

Key Points: • maintain confidentiality - confidential information is trust reposed Confidential information is trust betrayed• certain information is `need to know’ - the job demands

it, certain information is `desire to know’ - it may help in my job, and certain information is `desirable to know’, it may increase my power, fame and status.

• Gossiping or bitching - is like `stabbing in the back’

…. Communication Ethics

• Ownership of information - Permission of the owner is a must before using it.

• Knowledge of information vs. use of information - having information does not mean you can use it.

• Communication must flow through a proper channel - cutting across a channels causes heartburns, hurt and misunderstandings

• Timing and place - be careful and sensitive to it.

Written Communication

Written communication as compared to oral communication is at

a disadvantage because of the absence of non-verbal gestures,

voice variation and physical expressions. This as a result

increases the importance of clarity and accuracy of the content

of our written message. To have effective writtencommunication, certain steps and guidelines may help.

Plan

Keep it short and simple

Write it

Edit your writing

The steps

(Your communication)

(Brevity and precision)

(Commit it on paper)

(Check for corrections)

Steps

Step 1. PlanLike nearly any activity, written communication too requiresa plan and a structure. Certain thins must be clearly ascertained, like,Sender : From whom is the communication starting ?Receiver : Who is the end receiver/audience of the writtencommunication?Purpose : Why are we making the communication ? What is the expected outcome I.e What do expect the receiver to do ?

These questions when answered and related will help us understand and design the path, requirements and the construction of the message.

Step 2. Keep it Short & Simple (K.I.S.S.)The Structure of the content of the message must be,• Brief: Brevity and simplicity avoids any confusion in

understanding the message.

• Specific : Only the issue or matter in question must be addressed. Other unrelated matters must not be included as it might decrease the significance of the main topic.

• Sequence:The flow of or written communication must follow a logical and stepwise format.

Step 2. Keep it Short & Simple (K.I.S.S.)The Structure of the content of the message must be,• Short Sentences : They facilitate easy and correct

understanding of the message.

• Simple usable words : Everyday used words maintain the harmony and expression of our communication.

• Facts and Figures ; They help to give our communication objectivity. Relying on unclear, subjective assumptions and expectations blurs the message.

• Meaning of the facts Supporting data and clarification of the facts would

help in the clarity of our communication.

• Suit it to the audience One message may need different degrees of

explanations. This depends on the context, frame of reference and understanding capability of the receiver in question. We must explain and elaborate our message depending on the receiver.

• Call for action Our written communication should look for expected

action to be taken based on it.

• Request feedback Our written communication must call for

acknowledgment of receipt of information.Supporting the acknowledgment must be specific feedback on how the communication has been understood.

Step 3. Write It Once we have done the above, we could proceed to

actually writing our communication on paper, bearing a few things in mind.

• Double spacing to improve readability,as used on this page.

• Use of paragraph to make the communication more logical and understandable.

• Neat, uniform handwriting, in case it is not typed or printed.

Step 4. Edit your writingEffective editing is another step towards good writing.

The key points to remember during editing are,• Edit your draft as brutally as if it was someone else’s

copy.

• Edit your draft from the readers point of view

• Be specially critical of the first few paragraphs

Step 4. Edit your writing (cont.)• Look out for problems in any section you wrote when you

were bored or tired.• Carefully study the content of your draft details, flow,

forgotten points, unrelated issues etc.• Edit for brevity and clarity• Read aloud for style and tone• Edit again

Body Language

• Interpreting body language is vital in any communication process • Observe the body movements and postures• Match the other person’s language

Some interesting interpretations of Rabbits

Sniffing: May be annoyed or just talking to you Grunts: Usually angry, watch out or you could get bit! Shrill scream: Hurt or dying Circling your feet: Usually indicates sexual behavior. He/She's in love.

Two basic groups of body language

• OPEN/CLOSED and

• FORWARD/BACK

RESPONSIVE

ENGAGEDleaning forwardopen bodyopen armsopen handsEAGER(sprint position)open legsfeet under chairon toesleaning forwardREADY TO AGREEcloses paperspen downhands flat on table

REFLECTIVE

LISTENINGhead tiltedlots of eye

contactnodding

high blink rateEVALUATINGsucks glasses/

pencilstrokes chin

looks up and rightlegs crossed in

4 pos.(ankle on knee)

ATTENTIVE(standing)

arms behind backsmile open feet

FUGITIVE

BOREDstaring into spaceslumped posture

doodlingfoot tappingLET ME GO

feet towards doorlooking around

buttoning jacketREJECTION

sitting/moving backarms folded

legs crossed 11 pos(thigh on knee) head

down frownDEFENSIVE(standing)

feet pointing inhands clenched

COMBATIVE

LET ME SPEAKfinger tapping

foot tappingstaring

AGGRESSIVEleaning forwards

finger pointingfists clenched

DEFIANT(standing)

hands on hipsfrown

LYINGtouches face hand over mouth pulls

ear eyes downglances at you

shifts in seatlooks down and

to left

What is a presentation

A method of communicating with an audience by explaining or discussing on particular subject(s) aided by different tools

Preparing for a presentation• Collect and collate data regarding the subject and related areas• Speak to experts in that subject for their ideas• Incorporate related practical examples, role plays etc • Identify the target audience• Prepare the transparencies and arrange for the tools/aids• Check for errors and correct them• Practice

Making effective presentations

Points to be kept in mind• Be clear about the subject and the purpose of the same• Collect accurate data and information on the subject• Collect data on related topics and areas• Use language understood by the audience• Frame your presentation around the target audience• Involve the audience by asking questions or games• Do not remain fixed at one position, move while speaking• Use gestures and expressions to drive the point home• Use presentation aids to generate interest and present data• Note critical points on a small note pad for ready reference• Provide a list of reference books, articles etc and handouts• Take a feedback at the end

Tools for effective presentations

Transparencies Overhead projectorAudio Visual facilities HandoutsComputer aided presentation - Power Point, CD ROMRole plays, case studies, quizzes

Uses An effective method of putting ideas across in a comprehensive manner

- Proposals- Training of employees- Assignments to be submitted

Managerial requirements for communication

A. Managerial communication skills are used for:• Work facilitation• To inform, instruct and guide• Interpreting employee non verbal communication• Motivating subordinates• Breaking employee barriers and mindsets• Developing better interpersonal relations• As a ‘bridge’ between subordinates and superiors

Superior Manager Subordinate

Peers

B. What needs to be communicated

Information/Attitudes

Data + Values

Moods

EmotionsC. The communication linkages

• Practice active listening, listen for facts and feelings, content and

intent.

• Identify barriers to good listening - and knock them down.

• Guide conversations with "open" and "closed" questions.

• Defuse difficult situations; encourage participation;

• Build empathy and check understanding.

• Read and use body language effectively.

• Speak effectively and persuasively.

Some final guidelines

Summarizing……Summarizing……

• Concepts, importance, barriers and ways to overcome them

• Types, medium, gateways to communication• Effective Communication – how to achieve• Listening – importance, effective listening• Feedback – importance, how to receive• Organizational communication, memos• Communication Ethics• Written Communication – steps• Body Language - Types• Presentation Skills – how to deliver effective

presentations