Copy of Communication & Assertive Communication-KBS

8/8/2019 Copy of Communication & Assertive Communication-KBS

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Communication


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What do you mean byCommunication

Communis- CommonUnderstood by ALL


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Within an organisation

With customers andvendors

With family &friends

Where do we communicate?

With Ourselves


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Communication Myths

Communication is a one way street

We only communicate when we want tocommunicate

Words mean the same to both the speaker and thelistener

We communicate only through words

Non Verbal Communication is silent communication

The message we communicate is the message that thelistener receives

There is no such thing as too much information


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Benefits of Good Communication

Leads to personal effectiveness

Helps to network with people

Helps to collaborate with others at workplace

Motivates others for enhanced performance

Builds better understanding

Creates better interpersonal relations

Increases listening ability

Enables all to appreciate change

Creates better environment for knowing why there ischange


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What is Communication?

Communication is a process in which two or more

parties interact with each other and exchangeinformation

Communication: A two way process

Sender Receiver


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Sender-Receiver Model

Sender:

Initiates a thought/feeling

Encodes it into words

Transmits it

Receiver:

Decodes the message

Assigns thought/feelings to a response

Encodes a response

Sends a message back


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Sender-Receiver Model

Sender- Initiates the action ofCommunication

Receiver- Person for whom thecommunication is initiated

Goal/Purpose- Reason for

communicationMessage- Information to be conveyed

Medium/ Channel- Means or Methodsof conveying the message

Feedback- Response of the receiveras observed by the sender

Environment- Background where the

communication takes place


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The TWO WAY Communication Process

Sender Channel Receiver

Feedback

Message


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Communication Channels

Kinesthetic

Study of bodymovements

Visual

Somethingwhich can be

seen

Auditory

Something whichcan be heard


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Why is communication important?

30% speaking

45% listening

It is believed that we spend 75% of our

time communicating


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AMLA CHARU COMMUNICATION

What strikes us about this communication?

What kind of communication was taking place?

Did you feel unpleasant about the communication?

Why? What should have been done?

Why did Amla look at Charu that way?

Did Charu go wrong somewhere?


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Effective Communication


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Effective Communication involves

Information seeking (asking questions)

Information giving (feedback, convincing)

Arranging the thoughts systematically and logically

Planning and thinking before speaking

Listening Using simple and short sentences

Using correct tone of voice Maintaining the correct rate of speech

Using your body to compliment your words


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Implementing Effective Communication

Choosing the right environment Using language appropriate to your audience

Being balanced in your thinking

Curtailing excessive humour Refraining from use of controversial language & gestures

Being empathetic

Being a good listener

Not indulging in cross conversation

Not letting ego come in the way

Breakdown in communication can be avoided by:


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Noise

Technical faults Frame of mind

Accent & language Using difficult words

Not listening Interrupting

Barriers to Effective Communication
http://images.google.co.in/imgres?imgurl=http://www.roadguardbarrier.com/media/splashes/barrier.jpg&imgrefurl=http://www.roadguardbarrier.com/barrier.html&h=249&w=350&sz=13&tbnid=VTnEMvhsejkJ:&tbnh=82&tbnw=116&hl=en&start=3&prev=/images%3Fq%3Dbarrier%26svnum%3D10%26hl%3Den%26lr%3D


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Types of Communication


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Types of Communication

Formal / Informal

External / Internal

Written Oral

Verbal Non Verbal


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Types of Oral Communication

Verbal

Non-Verbal


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Verbal Communication

Verbal communication is not just a process oftalking aloud, but a process that involves

linguistic skills, tone and tempo


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Non-Verbal Communication

Eye contact

Facial expressions

Body language

Gestures

Rhythm & pacing

Energy


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Importance of Body Language

Your ability to read and understand the otherperson's Body Language

can make the difference between

making a great impression or a very bad one!

A good first impression is half the battle won!


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Why do we need to understand body

language?

Improves Communication Skills

Increases Personal Effectiveness

Advances your Personal and Professional Targets


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Body Language Indicators

The Eyes

The Mouth

Facial Signals

The Head The Hands

The Feet

Greeting

Behaviour or Habit

Silence

Physical Contact Zones & Distances


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Listening


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What is Listening?

Listening is different from hearing

Listening is more active

It involves hearing a sound & understanding it The next step involves sending a feedback that

includes an acknowledgement


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How to be a Good Listener ?

Maintain Eye Contact

Observe Body Language

Respond

Avoid Interruptions

Pay Complete Attention to the Speaker

Listen Actively


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Hearing Vs Listening

Hearing :

Is physiological. It is the bodys

response to sound waves

Listening:Is an intentional activity. It meansgiving full attention to what is being

said & giving necessary feedback

WHY SHOULD WE LISTEN ?


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WHYSHOULDWE LISTEN ?

FOR INFORMATION FOR EVALUATING

FOR NEGOTIATING FOR PERSUADING

FOR BUILDING A STRONGRAPPORT

FOR PROBLEM SOLVING


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Effective

ActiveListening

Pay

Attention

Monitor

Non-Verbal

Paraphrase

and Repeat

Make No

Assumptions

Encourage

others to Talk

Visualise

Active Listening


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LISTENING PROCESS

S - I - E -R

Step One:Sensingthe message and thestimuli that goes with it

Step Two: Interpret ingit (to be sure youunderstand)

Step Three:Evaluatingit (never judgebefore you understand)

Step Four:Reacting(either verbally ornon-verbally)

TYPES OF LISTENING


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TYPES OF LISTENING

INTENSIVE LISTENING

CASUAL LISTENING

EMPATHIC LISTENING

EARS FORMULA


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EARS FORMULA

Evaluate search forevidencethat

the speaker might use to support theirstatements

Anticipate tries topredictwhat thenext point will be

Review mentallysummarizesthe

main points the speaker has covered

Speculatereadbetween the lines to

ask: What is he/she really saying?

A h i


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Ponder a thousand times

Listen a hundred time Speak but once

As the saying goes


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Probing

h b ?


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What is Probing?

Asking questions & gathering more informationabout the situation

Clarifying things that you havent understood

Probes can be open as well as closed

L t k M i f l Q ti


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Lets ask Meaningful Questions

Where

What

When

Who

Why

Have

Do Which

Probing Techniques


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Probing Techniques

Planned pauses

Periods of silence

Limited choice questions:Would you like to call back or should I call you?

Leading questions:Dont you feel that.

Would you agree that .

Link questions :

You said you would like a better model, but you haveprice limit. Have you thought about credit terms?


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Assertive Communication


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Have you faced a situation when you hadto be assertive ?

Assertive Communication is


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A person communicates assertively by not being afraid to

speak his or her mind or trying to influence others,

But doing so in a way that respects the

personal boundaries

of others

Assertive Communication is..

Benefits of Assertive Communication


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Benefits of Assertive Communication

Your needs, wants & feelings are understood

You experience fewer conflicts and arguments You have a better chance of getting what you want

Your confidence and self-esteem are enhanced

You feel in control of your own life

Both parties feel respected and heard

The relationship is strengthened by the exchange

Assert iveness is not:Assert iveness is not:


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Assert iveness is not:Assert iveness is not:

Getting your own way and winning every time

A series of quick fix tricks to handle difficult situations

Manipulating others to get your own way


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Types of Behaviour

Types of Behaviour


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Types of Behaviour

Submissive

Assertive

Aggressive

Submissive Behaviour


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Submissive Behaviour

Not expressing your own needs, thoughts and feelings

and ignoring yourself in such a way as to allowothers to force their wants and desires on you

Lets see

Assertive Behaviour
http://../Clips/Golmaal-%20Submissive.MPGhttp://../Clips/Golmaal-%20Submissive.MPG


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Assertive Behaviour

Expressing your needs, thoughts and feelings honestlyand directly without violating the rights of others

Lets see

Aggressive Behaviour
http://../Clips/Deewar-%20Assertive.MPGhttp://../Clips/Deewar-%20Assertive.MPG


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Aggressive Behaviour

Expressing your needs thoughts and feelings in a way

that humiliates or dominates others or ignores therights of others

Lets see

Communication can be:
http://../Clips/Sholay-%20Aggressive.MPGhttp://../Clips/Sholay-%20Aggressive.MPG


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YOURVIEWPOINT

Aggressive

Assertive

Submissive

OTHERS VIEWPOINT

Communication can be:


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Lets Compare the Three Behaviors


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Generic Comparison ..contd


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p

Submissive Assertive Aggressive

Chooses for others

Others find impolite ,rude & offensive

Chooses for self

Others respect &value

Others Choose

Others feel pity,disgust & irritation

Verbal Language Comparison


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g g p


Exceptionally polite,

uncertain, suggests lackof confidence, uses a lotof filler words

Example:..would you mind verymuch if

May besorry to bother you butfiller words:-Uh..sort of..I keep trying but..Doesnt matter.

Clear & direct, certain,

suggests confidence

Example:I thinkI feelI wantLets do this..

how can we resolve it.My opinion isAs I see it..What do you think..How does this affect you.

Authoritative, rude,

impolite, gives order,over confident

Example:Youd betterdo it nowyou should thats rubbish

you must be jokingIt was your fault

Body Language Comparison


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y g g p


Shrinking posture; Headdown

Little eye contact,glancing away

Smiling even when upset

Soft hesitant voice, words

trailing at the end

Arms / hands still &aimless

Walks either slowly &hesitantly OR fast & jerkily

Upright posture; Head firmyet not rigid

Regular eye contact,Direct yet not staring

Expressions as per mood

Voice well modulated to fit

Content

Arms / hands relaxed &move easily

Walks in a measuredpace suitable for action

Leans forward in posture,Chin jutting out

Glaring eye contact,stronglyfocused & staring

Expressions set & firm

Voice loud & emphatic

Sharp gestures, fingersPointing

Walks either in slow &heavy way OR fast & hard


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Learning How to be Assertive

The Assertive Person


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Uses good eye-contact

Has control over volume, tone, rate and quality of voice

Has an expressive face which matches what is being said

Is aware of positive and assertive stance

Has a style of dress which adds to his/her confidence


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How to be Assertive


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Be honest and direct about your feelings, needs &

beliefs; express yourself firmly and directly

Be aware of your body language, tone of voice &

maintain eye contact

Be honest when giving or receiving feedback

Be reasonable in your requests

Learn to say no to unreasonable expectations; dontlet others impose their values/ideas on you

Recognise and respect the rights of those around you Use I statements to express self

And I Must


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Respect myself because of who I am

Lead my lifepursue goals, dreams etc

Have my own values, beliefs etc

Tell others how I wish to be treated

Change my mind and make mistakes without beingridiculed

Have positive, healthy, satisfying relationships in whichI am safe and respected

Change and develop my life

Be happy and at peace

Assert iveness does not


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Just happen

Guarantee you happiness or fair treatment Will not solve all your problems

Guarantee you will get what you want

Hurdles to Assertiveness


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Low or High self esteemNegative self concept or Over ConfidenceNegative self talk or Superiority Complex

Inability to handle conflictFear about conflict, so avoidAggressive behaviour deepens conflict

Poor communicationInability to express your compliments, resentmentsInability to respond to situation

What is Self Esteem?


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Value as a person The job you do

Your achievements

How you think others see you

Your purpose in life

Your potential for success Your strengths & weaknesses

Your ability to stand on your own feet

It is the opinion you have about your self, basedon the following:

We need Self Esteem as it..


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Is essential for success Helps you to lead life with a positive attitude

Does Assertiveness boost Self- Esteem?


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Assertive behaviour is positive behaviour. If you arean assertive person, you would be confident to standup & be counted. You will voice your opinion & stand

by it

Dont be Submissive


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If you are submissive & feel that you have notspoken up for yourself in any situation, you may

not only lose out but also you will feel

demotivated

It may also cause depression & low self-esteem

Workplace CommunicationWorkplace Communication


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Be Assertive with

Subordinates Peers CustomersVendors


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Thank You

Documents

Copy of Communication & Assertive Communication-KBS