Communication Skills

Communication SkillsWEEK 1INTRODUCTION,LANGUAGE,PROCESS OF COMMUNICATIONNON VERBAL COMMUNICATIONLISTENINGROLE OF CULTURE AND DIVERSITY ON COMMUNICATION IN WORK PLACEBYWARDAH AZHAR

What is language?What is the origin of language?

What is language?Language is a tool used for communication!

Brainstorming!Does language trigger thought or thought triggers language?

Origin of languageSymbolsGesturesSmoke signalsDrum beatingBellsPicturesGruntsAlphabetsNumbers

DEFINTIONS OF COMMUNICATION Communication is transfer of information from one person to another, whether or not it elicits confidence. But the information transferred must be understandable to the receiver G.G. Brown.Communication is the intercourse by words, letters or messages- Fred G. Meyer.

CONTCommunication is the transmission of a message or information by speaking or writing. . Communication is giving, receiving or exchanging ideas, information, signals or messages through appropriate media, enabling individuals or groups to persuade, to seek information, to give information or to express emotions.

Effective CommunicationDefinitionsEffective communication is a two-way process - sending the right message, that is also being correctly received and understood by the other person/s.Effective communication is a process through which the sender conveys a message that the receiver readily receives and understands. It is a two-way process instead of a one-way process.

Communication & Effective Communication Communication is giving or exchanging information, signals, messages by talk or gestures or writingEffective conversation (communication) is a conversation in which no one gets confused by the other person's MEANING

VALUE & IMPORTANCE OF COMMUNICATIONVALUE OF COMMUNICATIONIMPORTANCE OF COMMUNICATIONThe value of communication is based on relevant and timely information. Without such information, there can be no effective communicationIf youre a good communicator, youll have better chances of success. Youre able topersuade people, influence others,negotiate effectively.

VALUE & IMPORTANCE OF COMMUNICATIONCommunicationpromotesmotivationby informing and clarifying the employees about the task to be done, the manner they are performing the task, and how to improve their performance if it is not up to the mark.Communication is asource of informationto the organizational members for decision-making process as it helps identifying and assessing alternative course of actions.Communication also plays a crucial role inaltering individuals attitudes, i.e., a well informed individual will have better attitude than a less-informed individual. Organizational magazines, journals, meetings and various other forms of oral and written communication help in molding employees attitudes.

VALUE & IMPORTANCE OF COMMUNICATIONCommunication alsohelps in socializing. In today's life the only presence of another individual fosters communication. It is also said that one cannot survive without communication.As discussed earlier, communication also assists incontrolling process. It helps controlling organizational members behavior in various ways. There are various levels of hierarchy and certain principles and guidelines that employees must follow in an organization. They must comply with organizational policies, perform their job role efficiently and communicate any work problem and grievance to their superiors. Thus, communication helps in controlling function of management.

Key QuestionsDifferentiate between Communication and Effective Communication?Explain the value of Communication?Define importance of Communication?

Process of Communication

Components of CommunicationContextSenderMessageMediumReceiverResponse

Components of CommunicationContext -Communication is affected by the context in which it takes place. This context may be physical, social, chronological or cultural. Every communication proceeds with context. The sender chooses the message to communicate within a context.

Sender / Encoder -Sender / Encoder is a person who sends the message. A sender makes use of symbols (words or graphic or visual aids) to convey the message and produce the required response. For instance - a training manager conducting training for new batch of employees. Sender may be an individual or a group or an organization. The views, background, approach, skills, competencies, and knowledge of the sender have a great impact on the message. The verbal and non verbal symbols chosen are essential in ascertaining interpretation of the message by the recipient in the same terms as intended by the sender.

Components of CommunicationMessage -Message is a key idea that the sender wants to communicate. It is a sign that elicits the response of recipient. Communication process begins with deciding about the message to be conveyed. It must be ensured that the main objective of the message is clearMedium -Medium is a means used to exchange / transmit the message. The sender must choose an appropriate medium for transmitting the message else the message might not be conveyed to the desired recipients. The choice of appropriate medium of communication is essential for making the message effective and correctly interpreted by the recipient. This choice of communication medium varies depending upon the features of communication. For instance - Written medium is chosen when a message has to be conveyed to a small group of people, while an oral medium is chosen when spontaneous feedback is required from the recipient as misunderstandings are cleared then and there.Components of CommunicationRecipient / Decoder -Recipient / Decoder is a person for whom the message is intended / aimed / targeted. The degree to which the decoder understands the message is dependent upon various factors such as knowledge of recipient, their responsiveness to the message, and the reliance of encoder on decoder.

Response (Feedback )-Feedback is the main component of communication process as it permits the sender to analyze the efficacy of the message. It helps the sender in confirming the correct interpretation of message by the decoder. Feedback may be verbal (through words) or non-verbal (in form of smiles, sighs, etc.). It may take written form also in form of memos, reports, etc.

Key QuestionsLabel the diagram?What are the components of communication?Describe each component?

Areas of Human CommunicationVERBALNON-VERBALVerbal communicationincludes rate, volume, pitch as well as articulation and pronunciation. Verbal communication also includes sign language and written forms of communicationNon verbalcommunicationincludes those important but unspoken signals that individuals exhibit, specifically : carriage/posture, appearance, listening, eye contact, hand gestures and facial expressionsVerbal CommunicationThe basis of communication is the interaction between people. Verbal communication is one way for people to communicate face-to-face. Some of the key components of verbal communication are sound, words, speaking, and language.Verbal communication is communication that uses words, either written or spoken. This is in contrast to non-verbal communication, such as body language.

"Verbal" is sometimes used colloquially in the sense of "spoken", but it is better to use "oral" in that context, to avoid ambiguity

Non- Verbal Communicationnonverbal communication involves those nonverbal stimuli in a communication setting that are generated by both the source [speaker] and his or her use of the environment and that have potential message value for the source or receiver [listener]. Basically it is sending and receiving message in a variety of ways without the use of verbal codes (words). It is both intentional and unintentional. Most speakers / listeners are not conscious of this. It includes but is not limited to:touchglanceeye contact (gaze)volumevocal nuanceproximitygesturesfacial expression pause (silence)intonationdressposturesmellword choice and syntaxsounds (paralanguage)Broadly speaking, there are two basic categories of non-verbal language: nonverbal messages produced by the body; nonverbal messages produced by the broad setting (time, space, silence)

ExampleA very good example is: A man comes home late, hears from the kitchen the slamming of pots and pans and cupboard doors. He enters the kitchen, asks his wife "What's wrong, honey?" She answers, "Nothing!" as she slams another cupboard door and rolls her eyes toward the ceiling.She has spoken the word "Nothing", but it is her unspoken communication that tells him that "nothing" is not the real answer. It is clearly communicated by her actions.A truly effective communicator will train him or herself in nonverbal communication as well as verbal and oral.

Can you think of other suitable Examples?

CLASSIFICATION OF NON-VERBAL COMMUNICATION1. Facial Expression2. Gestures3. Paralinguistic Features4. Body Language and Posture5. Proxemics6. Eye Gaze7. Haptics8. Appearance

CLASSIFICATION OF NON-VERBAL COMMUNICATION1. Facial ExpressionFacial expressions are responsible for a huge proportion of nonverbal communication. Consider how much information can be conveyed with a smile or a frown. While nonverbal communication and behavior can vary dramatically between cultures, the facial expressions for happiness, sadness, anger and fear are similar throughout the world.2. GesturesDeliberate movements and signals are an important way to communicate meaning without words. Common gestures include waving, pointing, and using fingers to indicate numeric amounts. Other gestures are arbitrary and related to culture.

CLASSIFICATION OF NON-VERBAL COMMUNICATION3. Paralinguistic'sParalinguistic's refers to vocal communication that is separate from actual language. This includes factors such as tone of voice, loudness, inflection and pitch. Consider the powerful effect that tone of voice can have on the meaning of a sentence. When said in a strong tone of voice, listeners might interpret approval and enthusiasm. The same words said in a hesitant tone of voice might convey disapproval and a lack of interest.

4. Body Language and PosturePosture and movement can also convey a great deal on information. Research on body language has grown significantly since the 1970's, but popular media have focused on the over-interpretation of defensive postures, arm-crossing, and leg-crossing, especially after the publication of Julius Fast's book Body Language. While these nonverbal behaviors can indicate feelings and attitudes, research suggests that body language is far more subtle and less definitive that previously believed.

CLASSIFICATION OF NON-VERBAL COMMUNICATION5. ProxemicsPeople often refer to their need for "personal space," which is also an important type of nonverbal communication. The amount of distance we need and the amount of space we perceive as belonging to us is influenced by a number of factors including social norms, situational factors, personality characteristics and level of familiarity. For example, the amount of personal space needed when having a casual conversation with another person usually varies between 18 inches to four feet. On the other hand, the personal distance needed when speaking to a crowd of people is around 10 to 12 feet.

6. Eye GazeLooking, staring and blinking can also be important nonverbal behaviors. When people encounter people or things that they like, the rate of blinking increases and pupils dilate. Looking at another person can indicate a range of emotions, including hostility, interest and attraction.

CLASSIFICATION OF NON-VERBAL COMMUNICATION7. HapticsCommunicating through touch is another important nonverbal behavior. There has been a substantial amount of research on the importance of touch in infancy and early childhood. Harry Harlow's classic monkey study demonstrated how the deprivation of touch and contact impedes development. Baby monkeys raised by wire mothers experienced permanent deficits in behavior and social interaction. Touch can be used to communicate affection, familiarity, sympathy and other emotions.

8. AppearanceOur choice of color, clothing, hairstyles and other factors affecting appearance are also considered a means of nonverbal communication. Research on color psychology has demonstrated that different colors can evoke different moods. Appearance can also alter physiological reactions, judgments and interpretations. Just think of all the subtle judgments you quickly make about someone based on his or her appearance. These first impressions are important, which is why experts suggest that job seekers dress appropriately for interviews with potential employers.AssignmentBody movementPhysical characteristicsTouching behaviorParalanguage aspectsSpaceArtifactsEnvironment

Listening!What is listening?What is the difference between Hearing and Listening?Listening Listening is the ability to accurately receive messages in the communication process.

Listening is key to all effective communication

Listening means paying attention not only to the story, but how it is told, the use of language and voice, and how the other person uses his or her body.

It means being aware of both verbal and non-verbal messages.Listening means paying attention not only to the story, but how it is told, the use of language and voice, and how the other person uses his or her body. In other words, it means being aware of both verbal and non-verbal messages.

Listening is not the same as Hearing.Difference Listening Hearing listening requires more than that: it requires focus.

Hearing refers to the sounds that you hear,

Importance of ListeningGood listening skills also have benefits in our personal lives, including: a greater number of friends and social networks improved self-esteem and confidence, higher grades in academic work and increased health and wellbeing.

good listening skills can lead to: better customer satisfaction, greater productivity with fewer mistakes, increased sharing of information that in turn can lead to more creative and innovative work.

Based on the research of:Adler, R., Rosenfeld, L. and Proctor, R. (2001) Interplay: the process of interpersonal communicating (8th edition), Fort Worth, TX: Harcourt.

Ten Principles of ListeningStop Talking Prepare Yourself to Listen Put the Speaker at EaseRemove DistractionsEmpathize

Be PatientAvoid Personal PrejudiceListen to the ToneListen for Ideas Not Just WordsWait and Watch for Non-Verbal Communication

A good listener will listen not only to what is being said, but also to what is left unsaid or only partially said.

1. Stop Talking

If we were supposed to talk more than we listen, we would have two tongues and one ear. Mark Twain.Don't talk, listen. When somebody else is talking listen to what they are saying, do not interrupt, talk over them or finish their sentences for them. Stop, just listen. When the other person has finished talking you may need to clarify to ensure you have received their message accurately.

2. Prepare Yourself to Listen

Relax. Focus on the speaker. Put other things out of mind. The human mind is easily distracted by other thoughts whats for lunch, what time do I need to leave to catch my train, is it going to rain try to put other thoughts out of mind and concentrate on the messages that are being communicated.

Empathize

Try to understand the other persons point of view. Look at issues from their perspective. Let go of preconceived ideas. By having an open mind we can more fully empathize with the speaker. If the speaker says something that you disagree with then wait and construct an argument to counter what is said but keep an open mind to the views and opinions of others

Be Patient

A pause, even a long pause, does not necessarily mean that the speaker has finished. Be patient and let the speaker continue in their own time, sometimes it takes time to formulate what to say and how to say it. Never interrupt or finish a sentence for someone.

3. Put the Speaker at Ease

Help the speaker to feel free to speak. Remember their needs and concerns. Nod or use other gestures or words to encourage them to continue. Maintain eye contact but dont stare show you are listening and understanding what is being said.4. Remove Distractions

Focus on what is being said: dont doodle, shuffle papers, look out the window, pick your fingernails or similar. Avoid unnecessary interruptions. These behaviors disrupt the listening process and send messages to the speaker that you are bored or distracted.

Avoid Personal Prejudice

Try to be impartial. Don't become irritated and don't let the persons habits or mannerisms distract you from what they are really saying. Everybody has a different way of speaking - some people are for example more nervous or shy than others, some have regional accents or make excessive arm movements, some people like to pace whilst talking - others like to sit still. Focus on what is being said and try to ignore styles of delivery.

Listen to the Tone

Volume and tone both add to what someone is saying. A good speaker will use both volume and tone to their advantage to keep an audience attentive; everybody will use pitch, tone and volume of voice in certain situations let these help you to understand the emphasis of what is being said.

Listen for Ideas Not Just Words

You need to get the whole picture, not just isolated bits and pieces. Maybe one of the most difficult aspects of listening is the ability to link together pieces of information to reveal the ideas of others. With proper concentration, letting go of distractions, and focus this becomes easier.

Wait and Watch for Non-Verbal Communication

Gestures, facial expressions, and eye-movements can all be important. We dont just listen with our ears but also with our eyes watch and pick up the additional information being transmitted via non-verbal communication.Do Not Jump To Conclusions About What You See And Hear. You Should Always Seek Clarification To Ensure That Your Understanding Is Correct.

Role of Culture and Diversity on CommunicationIn the WorkplaceWhat is Culture?Culture refers to the values, norms, and traditions that affect the way a member of a group typically perceives, thinks, interacts, behaves, and makes judgments.

It even affects perceptions of time andcultural calendars, which can impact day-to-day scheduling and deadlines.What is Cultural Competence?Cultural competence, in brief, is the ability to interact effectively with people from different cultures.

This ability depends on awareness of one's own cultural worldview, knowledge of other cultural practices and worldviews, tolerant attitudes towards cultural differences, and cross-cultural skills.Cultural problems can range from miscommunication to actual conflict, all endangering effective worker productivity and performance.

Managing Cultural Diversity in the Workplace

Developing cultural competence results in an ability to understand, communicate with, and effectively interact with people across cultures, and work with varyingcultural calendars. While there are myriad cultural variations, here are some essential to the workplace:CommunicationTeam-buildingTimeCalendarsCommunicationProviding information accurately and promptly is critical to effective work and team performance. This is particularly important when a project is troubled and needs immediate corrective actions. However, people from different cultures vary in how, for example, they relate to bad news. People from some Asian cultures are reluctant to give supervisors bad news - while those from other cultures may exaggerate it.

Team-buildingSome cultures - like the United States - are individualistic, and people want to go it alone. Other cultures value cooperation within or among other teams. Team-building issues can become more problematic as teams are comprised of people from a mix of these cultural types. Effective cross-cultural team-building is essential to benefiting from the potential advantages of cultural diversity in the workplace

TimeCultures differ in how they view time. For example, they differ in the balance between work and family life, and the workplace mix between work and social behavior. Other differences include the perception of overtime, or even the exact meaning of a deadline. Different perceptions of time can cause a great misunderstanding and mishap in the workplace, especially with scheduling and deadlines. Perceptions of time underscore the importance of cultural diversity in the workplace, and how it can impact everyday work.

CalendarsThe business world generally runs on the western secular year, beginning with January 1 and ending with December 31. However, many cultures use others calendars to determine holidays such as New Years or specific holy days. For example, Eastern Orthodox Christians celebrate Christmas on a different day from western Christians. For Muslims, Friday is a day for prayer. Jews observe holidays ranging from Rosh Hashanah to Yom Kippur. These variations affect the workplace as people require time off to observe their holidays.

How to Develop Cultural Competency?Skills and TechniquesTo Develop Cultural Competence, Managing Cultural Diversity In The WorkplaceStrategies, Skills and Techniques.AwarenessAttitudeKnowledgeSkills

AwarenessThis is the skill to understand one's reactions to people who are different, and how our behavior might interfere with effective working relationships. We need to learn to overcome stereotypes? We need to see people as individuals and focus on actual behavior, rather than our preconceived and often biased notions.

AttitudeThis is the companion skill to awareness. Attitude enables people to examine their values and beliefs about cultural differences, and understand their origins. It is important that to focus on facts, rather than judgment. Also, note that suggesting that some people are more biased and prejudiced than others can quickly sabotage cultural training. The goal is managing cultural diversity in the workplace, and creating effective working relationships - not to make converts.

KnowledgeSocial science research indicates that our values and beliefs about equality may be inconsistent with behavior. Ironically, we are often unaware of this. Knowledge about our own behavior - and how it relates to fairness and workforce effectiveness - is an essential skill. It's also essential to be knowledgeable about other cultures, from communication styles to holidays and religious events inmulticultural calendars. The minimum objective is tolerance, which is essential for effective teamwork. Differences are what make tolerance necessary , and tolerance is what makes differences possible.

SkillsThe goal of training - in awareness, attitude, and knowledge - should be skills that allow organizational leaders and employees to make cultural competence a seamless part of the workplace. The new work environment is defined by understanding, communicating, cooperating, and providing leadership across cultures. Managing cultural diversity in the workplace is also the challenge for organizations that want to profit from a competitive advantage in the 21st century economy.

Any Questions?Conclusions

The End