Effective Communicationat Workplace

8/9/2019 Effective Communicationat Workplace

1/37


2/37

EffectiveCommunicationAt Workplace

By: Dr. Jaspreet2


3/37

What is Communication

Communication is an exchange of feelings, ideas, andinformation, whether by speaking, writing, signals, orbehaviors.

• Continuous process.• Mostly irreversible.

• Intentional or unintentional.

• Multi-directional.

• Interactive, timely and ever-changing.


4/37

Communication is more than information!

Communication is more than merely keeping theemployees updated as to what may be going on inyour organi!ation or in the company at large.

"o do that, all you need is an e-mail

message and a computer.

#eal communication is far more than a few wordsstrung together and delivered to your employees.

$


5/37

Communication process

ReceiverReceivemessage

Decode andConvert toMeaning

Respond

CommunicationChannels

#eport%&hone%Meeting%Computer

ender

tart ith a meaning"message to send

#ncode $ver%al andnonver%al&

end message

'nteract ith feed%ac(

)oise

messagemessage

message

*eed%ac(

'


6/37

Continuous process ofencoding and decoding

(


7/37

Who is +ccounta%le ,

)veryone in the organi!ation is accountable for the e*ectiveness of their own

communication. "his especially applies tothose who manage others.

+


8/37

What is the level ofCommunication ,

"he concept that communication is

the e*ective exchange ofmeaning or understanding appliesto both formal and informal

communication. It applies tocommunication up, down and across the organi!ation.Boss #mploye

e


9/37

ighly irective, from /enior tosubordinates, to assign duties, giveinstructions, to inform, to o*erfeedback, approval, to highlightproblems etc.

DonardCommunication

-pardCommunicatio

nIt is non directive in nature fromdown below, to give feedback, toinform about progress%problems,seeking approvals.

0


10/37

ori/ontal Communication

1low of information amongpeers within the same workunit to -

• elp co-ordinate work

assignments• /hare information on plan

and activities

• 3egotiate di*erences

• evelop interpersonal

support• Cohesive work

45


11/37

'nformation richness andMedia

igh

Richness

0oRichness

Face-to-face

communication

Face-to-face

communication

Verbal communicationelectronically

transmitted

Verbal communicationelectronically

transmitted

Personally

addressed written

communication

Personally

addressed written

communication

Impersonal

written

communicatio

n

44


12/37

*ace1to1*ace highest information richness.• Can take advantage of verbal and

nonverbal signals.• &rovides for instant feedback.• 6ideo Conferences &rovide much of this richness• #educe travel costs and meeting times.

2er%al Communication electronically transmitted :

as second highest information richness.• &hone conversations, but there are no

visual nonverbal cues.• o have a tone of voice, sender7s emphasis

and 8uick feedback.

CommunicationMedia CommunicationMedia

42


13/37

3ersonally +ddressed Written Communication :as lower richness than the verbal forms, but

still is directed at a given person. &ersonal addressing helps ensure receiver reads it. 9etters and e-mail are common forms.

Cannot provide instant feedback to sender but can getfeedback later.

)xcellent for complex messages needing follow-up.

'mpersonal Written Communication:

as lowest richness. :ood for messages to be sent to many receivers. 9ittle feedback is expected. 3ewsletters, reports are examples.

Communication MediaCommunication Media

4


14/37

• 3on-verbal communication or face andbody language constitutes 0; of

message.

• i*erent types of nonverbalcommunication are -

6isual "actile se of space and image

Nonverbal Communication

4$


15/37

4actile $3hysical&n the %ac( +pproval

e touch on an arm upport and concern

2isual'mage Clothing6 hygiene

*acial #7pressions *ron6 smile6

sneer

#ye Movements 0oo(ing aay6

staring

3osture 0eaning in6 slumped4'


16/37

&ublic ?one

/ocial ?one

&ersonal ?one

Intimate ?one

3hysical pace

• "he @intimate !one@ isabout two feet. "his!one is reserved forour closest friends.

• "he @personal !one@from about 2-$ feetusually is reserved forfamily and friends.

• "he Asocial !oneB


17/37


18/37

2er%alCommunication88

"he /even C7s of Communication

•

Clarity• Completeness

• Conciseness

• Concreteness

• Candidness• Correctness

• Courtesy

4


19/37

earing vs. 0istening

earing

&hysical process,

natural

passive

0istening

&hysical as well as mental process

learned process

40


20/37

Suggestions for

improved

listening skills stop talking

put the talker at ease

show the talker you want to listen

remove distractions

empathi!e with the talker

be patient

hold your temper

go easy on argument and criticism

25


21/37

Written Communication

e mails memos reports bulletins letters newsletters handwritten notes

24


22/37

D company needs to implement )-maileti8uette rules for the following threereasons – &rofessionalism

– )Eciency

– &rotection

#1mail Communication

22


23/37

• I1 FG> H#I") I3 CD&I"D9/

I" /))M/ D/ I1 FG>D#) /G>"I3:.

• e concise and to the point

• Dnswer all 8uestions andpre-empt further 8uestions

• >se proper spelling,

grammar J punctuation

• Dnswer swiftly

• o not attach unnecessary Kles

2


24/37

>se, but o not overusethe high priority option

onLt leave out the message thread

on7t use fancy fonts.

/pell check before sending.


25/37

Neep your language gender neutral

).g. A"he user should add a signature to his emailB

should be A"he user should add a signature to his%heremailB or A"he user should add a signature to theemailB

>se active instead of passive

"ry to use the active voice of a verb wherever possible.

1or instance, LHe will complete your task todayL,sounds better than LFour task will be completed todayL.

"he Krst sounds more personal, whereas the latter,especially when used fre8uently, sounds unnecessarilyformal.

2'


26/37

ignature

• Casual

• /imple % Informal• 1ormal Compliant with

legislation

2(


27/37

• Casual friends and close business ac8uaintances

#egards

Andy P Four man $ I"

• imple " 'nformal #egards

Dndy &oulton

usiness Ddviser - IC"

Mobile 5+0(( '$+4$(

&lease consider the environment before printing this email.

ouble side and print in draft where possible.

O2+


28/37

#egards

Dndy &oulton>/I3)// D6I/)# IC"usiness 9ink:reat Hestern usiness Centre, )mlyn /8uare, /windon, /34 '&

Mobile 5+0(( '$+4$( P Customer Information Centre 5$' (55 00(()mail andy.poultonQbusinesslinksw.co.ukHebsite www.businesslinksw.co.uk

‘Business Link provides the information, advice and support you need to start,maintain and to grow a business’

&lease consider the environment before printing this email.

"o see how your business can reduce its impact visitwww.businesslinksw.co.uk%environment

#egistered Dddress 3orthern Drc 9td, :reat Hestern usiness Centre, )mlyn /8uare,/windon, /34 '&Company 3o. 5'(5+$2 6D" 3o 02+ 2+20 5$

I/C9DIM)# "his e-mail is intended for the addressee only and may containinformation that is privileged and conKdential. If you are not the intended recipient,

you must not copy, distribute or take any action in reliance on it.If this email has been sent to you in error please notify us immediately by telephone

OO

#mail ignature1 *ormal

2

mailto:[email protected]://www.businesslinksw.co.uk/http://www.businesslinksw.co.uk/environmenthttp://www.businesslinksw.co.uk/environmenthttp://www.businesslinksw.co.uk/mailto:[email protected]


29/37

• Creates a permanent record

• Dllows you to store information forfuture reference

• )asily distributed

• Dll recipients receive the sameinformation

• 3ecessary for legal and bindingdocumentation

4he Bene9ts $Written&

20


30/37

*eed%ac(

1eedback is a constant barometer to let you know if themessage you are sending is the same one that youremployees are receiving.

1eedback taps basic human needs-to improve, tocompete, to be accurate and for people who want to becompetent.

)*ective feedback is absolutely essential fororgani!ational e*ectiveness.

D high degree of feedback should be maintainedthroughout the communication process.

5


31/37

o to do it ,

3ositiveuestion1and1

anser

approachIt helps create an atmospherein which asking 8uestions is

entirely acceptable.

In addition, your behaviordemonstrates someproductive feedback

techni8ues, and this canhelps in creating a learning

atmosphere

.4


32/37


33/37

Barriers of Communication

• &erception

• /emantics% 9anguage

• Channel /election

•Inconsistent Communication• Information Gverload


34/37

CooperativeCommunication :

•) /often the Ryou7s or change them into RI7, to avoidsounding pushy

Instead of RYou’ll have to!!, say R"ould youS.7 GrR#ould you be able toS.7

•) "urn cantLs into cans

Instead of R#e cant do that until ne$t week 7 say R#ewill be able to do it ne$t week’

$


35/37

• "ake responsibility, don7t lay blame

Instead of Rits not my fault S7say R%ere’s what & can do to'$ that7

• /ay what do you want, and not what you don7t want

Instead of R(on’t drive too fast S7say Rrive carefully7

• 1ocus on the future, not the past Instead of R& have asked you before not toSSS.7say

R)rom now onS7

• /hare information, rather than argue or accuse

Instead of R*o, you are wrongS7say R& see it like this7

'


36/37

*inal 4houghts

D person7s competence and aperson7s e*ectiveness are based on

their ability to communicatee*ectively

Competence isn7t the problemow you Communicate is

(


37/37

4han( you

+

Documents

Effective Communicationat Workplace