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TRAINING PROGRAMME
ON
COMMUNICATION
PROGRAMME OBJECTIVE
• By the end of the programme you will be able to understand :
• Communication, its process and types.
• The importance of communication.
• Your role as effective communicators.
• The Relationship of communication with respect to day-to-day functioning and building good inter-personal skills.
• The various barriers to communication and overcome them with respect to building trust, motivating team members, giving and receiving constructive feedback for increasing productivity through effective and assertive communication.
COMMUNICATION
Communication is defined as “the process of the flow
( transmission and reception) of goal – oriented messages
between sources, in a pattern, and through a medium or
media.
ELEMENTS OF COMMUNICATION
1. Communication is a process.
2. Communication involves transmitting information and understanding it.
3. Communication is goal oriented.
4. Communication requires channel or medium.
5. Communication is multi dimensional.
PROCESS OF COMMUNICATION
MESSAGE
RECEIPT DECODINGRECE-PTION
TRANS-MISSION
ENCODINGSENDER
RECEIVER
FE
ED
BA
CK
TYPES OF COMMUNICATION
1. Verbal and Non – Verbal Communication
2. Formal and Informal Communication
3. Upward, Downward and Horizontal Communication
VERBAL COMMUNICATION
1. Oral Communication
2. Written Communication
NON – VERBAL COMMUNICATION
1. Body language
2. Kinesics, Proxemics & Paralanguage
3. Intention
4. Manner: directness,sincerity
5 Dress and clothing (style, color, appropriateness for situation)
7. Signs & Symbols.
IMPORTANCE OF NON-VERBAL COMMUNICATION
• 7 % of communication happens through words
• 93% of communication happens through non-verbal cues of which:
55% through facial expressions 38% through vocal tones
NON VERBAL COMMUNICATION
INTERESTING THINGS ABOUT BODY LANGUAGE
• It has no words or sentences, but it does send bits of information that combine into messages.
• Those messages, which are sometimes clear and sometimes fuzzy, are mostly about your feelings.
• People can learn to read those messages with a fair degree of accuracy.
• You cannot not have body language- you are sending messages nonverbally all the time. Especially when you are trying not to!
• Your preferred body positions and movements do say something about the kind of person you are.
• If your words say one thing and your body another then people will believe your body, not your words.
• You can change how you’re feeling by consciously changing your body language.
INTERESTING THINGS ABOUT BODY LANGUAGE
TYPES OF NON - VERBAL COMMUNICATION
• Kinesics
• Proxemics
• Paralanguage
KINESICS
• Eye contact and facial expressions
• Gestures
• Postures
PROXMICS
Public space Over 12 feet
Social Space 4 to 12 feet
Personal Space 18 inches to 4 feet
Intimate space 0 to 18 inches
PARALANGUAGE
• Cues one can pick up from an individual’s voice:
• Tone
• Rate of speech
• Accent
• Pronunciation
• Not WHAT you say but HOW you say it!!
EXAMPLES OF FORMAL COMMUNICATION
1. Office Order
2. Rules & Regulations
3. Policies
4. Guidelines
5. Work Instruction
TYPES OF INFORMAL COMMUNICATION (Grapevine)
1. Straight Line pattern
2. Informal Star Pattern
3. Probability Pattern
4. Cluster Net Pattern
A DCB
R
Q
P
T
S
AC
B
E
D
H
G
F
A
C
B
DF E
I
H
G
A
TYPES OF COMMUNICATION – DIRECTION WISE
1. Upward Communication
2. Downward Communication
3. Lateral Communication
LOWER MANAAGEMENT
MIDDLE MANAAGEMENT
TOP
MANAAGEMENT
UPWARD
COMMUNICATION
DOWNWARD
COMMUNICATION
MEDIA OF ORGANISATIONAL COMMUNIATION
1. Employee Handbook
2. In House Magazines e.g. “Live Wire”
3. Statement covering Personnel Policies
4. Notice board
5. Information center
BARRIERS OF COMMUNICATION
Communication Barrier
Psychological& Human Physical Organisational
1. Personal Emotion2. Biases3. Lack of trust4. Premature Evaluation.5. Expert Language 6. Sign & symbols
1. Geographical distance2. Mechanical failure3. Physical obstruction4. Technological malfunction5. Time lag
1. Rules & Regulations2. Policies3. Hierarchy4. Culture
EFFECTIVE COMMUNICATION
• You can have the greatest ideas in the
world, but they are no good to your
company, or your career, if you can’t
express them clearly and persuasively.
OVERCOMING COMMUNICATION BARRIERS
• ABC of Constructive Communication
•A Approach
•B Build Bridges
•C ustomize your communication
OVERCOMING
COMMUNICATION BARRIERS
• Approach is the manner of addressing both the person and the subject
• Building Bridges: Respect, Trust, Commonality
• Customize: Seek first to understand, before being understood
7 C’s OF COMMUNICATION
• Credibility• Capability• Content• Context• Channel• Consistency• Clarity
LISTENING
BARRIERS TO EFFECTIVE LISTENING
• Pre-judgement- Listeners who jump to conclusions
• Self-centeredness – Shift attention from speaker to themselves
• Selective Listening – Tune the speaker out• Wandering mind – Your mind processes
information four times faster than rate of speech.
LET THE OTHER PERSON KNOW YOU ARE LISTENING
S: Stand or sit straight, turn your face squarely to the other and smile
O: Have an open body position
L: Lean towards the other person slightly
E: Maintain Eye contact and make Encouraging noises
R: Relax and be comfortable
IMPROVE YOUR LISTENING SKILLS
• Look beyond the speaker’s style
• Fight distractions
• Provide Feedback
• Listen actively
ACTIVE LISTENING
• Listen for concepts, key ideas and facts.
• Be able to distinguish between evidence and argument, idea and example, fact and principle.
• Analyze the key points
• Look for unspoken messages in the speaker’s tone of voice or expressions.
• Keep an open mind.
• Ask questions that clarify.
• Reserve judgment until the speaker has finished
• Take meaningful notes that are brief and to the point
ACTIVE LISTENING
TRANSACTIONAL ANALYSIS
1. Johari Window
2. Life Position
JOHARI WINDOW
Open Self ClosedSelf
Blind Self
Known to Self
Not Known to Self
Known to Others
Not Known to Others
Hidden Self
LIFE POSITION
I am OK – You are OK
I am not OK – You are OK
I am OK – You are not OK
I am not OK – You are not OK
CHARACTERISTICS OF PERSONS HAVING DIFFERENT LIFE POSITIONS
I am OK – You are OK I am OK – You are not OK
1. Normative2. Supportive3. Problem Solving4. Innovative
1. Prescriptive2. Patronising3. Task obsessed
I am not OK –You are OK I am not OK – You are not OK
1. Indifferent2. Ingratiating3. Complaining
1. Traditional2. Overindulgent3. Cynical
CHARACTERISTICS OF PERSONS HAVING DIFFERENT LIFE POSITIONS