SOFT SKILLS FOR EFFECTIVE

INTERPERSONAL COMMUNICATION

INTRODUCTION TO COMMUNICATION

• Communication is derived from Latin word ‘commuicare’

• Communication is the exchange of ideas from one person to another

• Communication is not used in organization but also in day to day life.

• E.g:- new born communicates with its mother

even stones, plants communicate etc.

PROCESS OF COMMUNICATION

FORMAL AND INFORMAL

COMMUNICATION

FORMAL COMMUNICATION

• Formal communication refers to official communication in the organization.

• Formal communication is done in all levels in an organization.

• For e.g:- an employee may first communicate with its superior and then the superior with the higher authorities.

TYPES OF FORMAL COMMUNICATION

• Horizontal Communication Communication between the

departments or person on the same level in the organization is called horizontal communication. For e.g:- marketing department needs to interact with production department and other department.

• Upward communication It involves flow of

communication from lower levels to higher levels in the organization. It involves subordinates communicating with lower levels, lower level with the middle level and middle level with top level.

• Downward communication It is the flow from the higher

authorities to the lower levels in the organization. For e.g:-the top level managers communicate with middle level managers and middle level with the lower level managers.

• Diagonal communication Diagonal communication can

take place when employees from one department, or when a manager of one department communicates with employees of another department. Such communication is required in urgent cases and important matters.

ADVANTAGES OF FORMAL COMMUNICATION

• Feedback• Suggestions from employees• Clarification• Management labour relationship• Plans and policies• Decision making• Responsibility• Directions• Control• Training and motivation

INFORMAL COMMUNICATION

• Along with formal communication in an organization, there exists a secondary network of communication, which is referred as informal communication

• It is also known as grapevine.• The grapevine may grow or move in any

direction with the support of tendrils, in the same way informal communication can move in any direction with the support of informal groups.

TYPES OF INFORMAL COMMUNICATION

• Single Strand Chain:- In this, the information

passes from one person to another person and then to another person and so on.

• Gossip chain:- In this chain, one person

obtains information and then transmits to others in the organization.

• Probability chain:- In this, the information is

passed on random or selective basis.• Cluster Chain:- In this chain, one person

informs to a few selected persons, who in turn may pass on the information to other selected persons.

ADVANTAGES OF INFORMAL COMMUNICATION

• Quick transmission• Feedback• Supplement to formal channels• Promotes team spirit• Informal relations

VERBAL AND NON-VERBAL

COMMUNICATION

VERBAL COMMUNICATION

Words are used to communicate verbally. The verbal communication is further divided into two groups:

• Oral communication• Written communication

ORAL COMMUNICATION• It takes place in the form of listening

and speaking. In organization spend more time (80 to 85%) on listening and speaking rather than on writing and reading(about 15 to 20%)

• oral communication takes place in variety of forms such as: gossip, meaningful discussion, phone conservation, formal and informal meetings, presentations, oral complains etc.

ADVANTAGES OF ORAL COMMUNICATION

• Save time• Less expensive• Direct and informal• Instant feedback• Persuasive in nature• Develops relations• Motivates the speakers• Generates ideas• Confidential and secret information

DISADVANTAGES OF ORAL COMMUNICATION

• Problems of retention• Lack of legal validity• Lack accountability• Chances of misunderstanding• Problem of distance• Not suitable for lengthy official

messages• Lacks planning• Diversion of subject matter

WRITTEN COMMUNICATION

• Written communication is a form of verbal communication. The common forms of written communication are letters, memos, reports and proposals.

• Written communication is necessary in cases like permanent record required for future, information required for legal point of view etc

ADVANTAGES OF WRITTEN COMMUNICATION

• Legal evidence• Permanent record• Accurate and precise• Wide circulation• Fixing of responsibility• Less chances of misunderstanding• Corporate images• Suitable for long messages

DISAVDANTAGES OF WRITTEN COMMUNICATION

• Time consuming• Expensive• Problem of feedback• Problem of instant clarification• Problems of writers• Problem of communicating secret

information

NON-VERBAL COMMUNICATION

Non verbal communication takes place through signs, pictures and sounds. The various forms of non-verbal communication

• Sign language• Body language• Para language• Space, surroundings and time• Silence

SIGN LANGUAGEThere are two types of sign languages• Visual signs• Audio signs

VISUAL SIGNS

• Posters• Colour• Charts a)pie charts b) bar charts c) Gantt charts• Maps• Graphs

AUDIO SIGNAL• The audio sounds can be used to

communicate messages in the organizations.

• For instance, the factory siren indicates the time for workers of a particular shift,i.e., either the start or the completion of a particular shift.

• A push button bell or an electricity bell can be used to call the attention of office assistant.

BODY LANGUAGE A major form of non-verbal

communication is body language. The science of body language is known as “Kinesics” which means body movements. Different types of body language:-

• Posture• Facial expressions• Eye behavior and contact• Gestures• Position of head

PARA LANGUAGE

Paralanguage means “like language”. Paralanguage does not involve words, but it involves the way in which the speaker speaks or the way in which the speaker modulates his speech. Following are different aspects of paralanguage

• Voice a)pitch variation b) speed of speaking c) pause d) volume variation e) non-fluencies

• Word stress the speaker may adopt proper

stress on certain word, which is of crucial importance. By placing stress on certain word, the speaker can change the meaning of the sentence.

SILENCE

• People communicate but only through words, signs and signals but also through silence.

• Silence can effectively communicate a number of responses. the responses can be positive and negative such as sorrow, disapproval, anger etc.

• As far as oral talk is concerned, the speaker can make effective use of silence by giving a pause before an important point during a speech which creates curiosity.

SPACE,SURROUNDINGS AND TIME

• SPACE

Space and proximity plays an important part in the communication process. The influence that space and proximity has on our communication is called as Proxemics. The four zone of space given by Edward Hall

1) The intimate space :- In this it is mostly family members., friends etc. Maintaining a intimate distance within space of 18 inches.

2) The personal space:- It is that were a person communicates to a couple of person in this area and the space involves 18inches to 4feet.

3) The social space:- In this the communicators are mostly formal in nature and most business decision is taken within this area and the distance involves between 4 feet to 12 feet.

4) the public space:- In this communication may take place between parties to communication in company meetings, conferences etc. and distance is beyond 12 feet.

• SURROUNDINGS The surrounding or the physical

environment in which people communicate also affects the communication process. As far as surroundings are concerned, the layout of the room, sitting arrangement in the room etc.

As far as possible, the organization should use proper colour combination in the office room for proper communication process. Proper layout makes the visitors, subordinates and other comfortable in the office room

Hence, surroundings area influences a lot in the communication process. So proper care should be taken while thinking about the surroundings.

• TIME LANGUAGE Successful people value time. Some

communication experts consider time as non-verbal language. Business people value time and consider it as one of the important resources. Those who do proper time management are often successful in their business activities.

The Japanese, the North Americans and the Western European people give lot of importance to time. They follow the concept of “just in time”

Those who do not value time, often reach late for appointments and meetings and they are also prone to give some excuses or other. Such people often get limited success in their business and other official activities

DISADVANTAGES OF NON-VERBAL COMMUNICATION

• Problem of misunderstanding• Problem of fake body language• Problem of perception• Irritation• Problem of quality communication

AVDANTAGES OF NON-VERBAL COMMUNICATION

• Attracts attention• Better recall• Creates impact• Develops relations• Educational value• Feelings and emotions• Facilitates interactions• Generates ideas

BARRIERS TO EFFECTIVE COMMUNICATION

One of the main problems in business organization is the problems or barriers to communication. The barriers or problems may arise anytime during communication process.

BARRIER TO EFFECTIVE COMMUNICATION

PHYSICAL SEMANTIC

SOCIO-PSYCHOLOGI

CAL

CROSS-CULTURAL

ORGANISATIOANL

PHYSICAL OR ENVIRONMENT BARRIERS

• Noise• Defects in communication system• Time and distance• Wrong selection of medium• Temperature and humidity

SEMANTIC OR LANGUAGE BARRIERS

• Misinterpretation of words• Difference in language• Use of jargon• By-passed instructions

PERSONAL OR SOCIO-PSYCHOLOGICAL BARRIER

• Different perceptions• Closed mind• Poor retention• The halo and horn effect• Emotions• Slanting• Filtering• Wrong assumptions• Impatience• Rambling• Unsolicited communication

CROSS-CULTURAL BARRIERS

• Colors• Body language• Proxemics• Time• Other cultural barriers

ORGANISATIONAL BARRIERS

• Status barrier• Information overload• Lack of planning• Goal conflicts• Offensive style of communication

EFFECTIVE LISTENING

• Listening is the art of hearing and understanding what someone is saying.

• Listening requires the presence of ears(hearing) and the mind(understanding).

• Listening is a conscious, positive act requiring will power.

IMPORTANCE OF LISTENING

• Helps to obtain information• Helps to solve problems• Develops better relations• Helps to know the organization• Helps in framing plans and policies• helps to share experience• Helps in decision making• Provides encouragement• Listening can pacify dissatisfied listener• Increases confident of the listener

FEATURES OF LISTENING• Process• Types of listening 1) appreciative listening 2) content listening 3) empathetic listening 4) evaluative listening• Obstacles of listening• Benefits of listening• Listening is different from hearing• Degree of listening• Listening and retention• Listening skills can be improved

IMPORTANCE OF BODY LANGUAGE

Body language is as important as the words that ones uses in communication. If your body language is expressing something contrary to what your words are saying, your audience will not believe hat you are saying. Importance of body language are:-

• Develops trust• Importance of dress• Importance of eye contact• Importance of facial expressions• Importance of gestures• Importance of posture

SELF AWARENESS• Self awareness is the process of understanding

one’s personality traits, value system, beliefs, natural inclinations and tendencies. It is the self-reflection to gain better insight into oneself. There are thee specific capabilities:-

1. Emotional self-awareness is the recognition of one’s feelings or how emotions and how they affect one’s performance and better understanding of one’s feelings and emotions, and make changes, if so required.

2. Accurate self- awareness makes a person aware of his or her abilities and limitations. Accurate self-assessment may help to correct weaknesses or limitations and improve strength and abilities. Accurate self awareness is key to success of every “star performer”

3. Self-confidence enables to have realistic perception of one’s abilities. It includes attributes like assertiveness, pride, optimism, affection independence, trust and ability to handle criticism and emotional maturity.

IMPORTANCE OF SELF-AWARNESS

• Empathy• Analysis of strengths and weakness• Tolerance• Humility• Likeability• Skills development• Developing intuitive decision-making

skills• Reduces stress• motivation

PUBLIC SPEAKING AND PRESTENATION SKILLS

Public speaking is the process of speaking to a group of people in a structured manner. The purpose is to inform, or to influence the listeners. It is closely related to ‘presentation’. One major difference between public speaking and presentation is that public speaking may be non-commercial and addressed to a larger audience.

GUIDELINES TO IMPROVE PUBLIC SPEAKING AND PRESENTATION SKILLS

• Structure the talk• Time management• Analyse the audience• Research• Seek volunteers• Gestures• Incorporate humor• Voice• Enthusiasm• Facial expression• Act and speak ethically• Complement words with visuals• Eye contact• Seek feedback

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