Communication Skills

SHIVANGI JANI

Activity 1 Ice Breaking Session

CommunicationConcepts of CommunicationProcess Of CommunicationThe Mehrabian ModelImportance of Effective Business CommunicationTypes Of Business Communication7 C’s of CommunicationBarriers to CommunicationWays to Overcome

Concept Of Communication Communication is a process exchanging information, usually

through common system of symbols. Common forms of communication include speaking, writing ,

gesturing and broadcasting. Communication is a continuous process Communication has a two- way traffic Communication leads the achievement of organizational

objectives. Communication dispels misunderstanding

The Communication Process

Sender transmits the message

Receiver gets the message

Receiver decodes the message

Receiver sends feedback

Channel/Medium

Sender encodes the idea

Sender has an idea

Mehrabian Model

Albert Mehrabian, Professor of Psychology established the statistics related to communication process: 7 per cent of meaning is in the words are spoken 38 per cent of meaning is paralinguistic (the manner in which words are said) 55 per cent of meaning is conveyed through facial expression

Importance of Effective Business CommunicationCommunication is lifeblood of the organization Smooth working of business

Downward & upward communication Healthy and conducive environment is created

Basis of Managerial function Planning, organizing, Directing, Coordinating, Controlling

Prompt decision and its implementation Information should be received first and concerns should be taken of sub ordinates Decision must be communicated to subordinates

Main Categories Of Business Communication

Internal Operational External Operational Personal

Activity Two NOTICE Because of accommodation problem in the Canteen all TT Shop

employees are requested to take lunch from 12 to 12:30 instead of 11:30 to 12:00 am.

The TT Shop employees are requested to strictly abide by the timings & be present in the main canteen accordingly.

7 C’s of Communication

These principles tells us how your message becomes effective for your target group, are commonly known as 7 C’s of effective communication.

1.Completeness

2.Conciseness

3.Clarity

4.Correctness

5.Consideration

6.Courtesy

7.Concreteness

1. Completeness

Every communication must be complete and adequate. Incomplete messages keep the receiver guessing, create misunderstanding and

delay actions. Every person should, therefore, be provided with all the required facts and figures. For example, when factory supervisor instructs workers to produce, he must specify

the exact size, shape, quality and cost of the product. Any assumptions behind the messages should also be clarified.

2. Conciseness

In business communication, you should be brief and be able to say whatever you have to say in fewest possible words

Benefits of Conciseness 1. A concise message saves time and expense for both sender and

receiver. 2. Conciseness contributes to emphasis; by eliminating unnecessary words, you let important ideas stand out.

How to achieve the conciseness?

Avoid wordy expression

Include only relevant material

Avoid unnecessary repetition

3. Clarity

Clarity means getting your message across so the receiver will understand what you are trying to convey.

You want that person to interpret your words with the same meaning you have in mind.

Always choose familiar and easy words.

Familiar words

After

pay

Home

Next familiar

word

Subsequent

remuneration

domicile

4. Correctness

The term correctness as applied to business messages means right level of language and accuracy of facts, figures and words.

If the information is not correctly conveyed, the sender will lose credibility.

Transmission of incorrect information to outsiders will spoil the public image of the firm.

To convey correct messages, grammatical errors should also be avoided.

5. Consideration Consideration means – To consider the receiver’s Interest/Intention. It is very important in effective communication while writing a message

you should always keep in mind your target group.

Three Specific Ways to Indicate Consideration

Show audience benefit or interest of the receiver

Emphasize positive,plesant

facts.

Focus on you

instead of “I” or “we”

Example: - (I attitude)We are going to extend our shop closing timing from 7.00 pm to 8.30pm.

-(You attitude)You will be able to shop evening with the extended hours.

6. Courtesy

Knowing your audience allows you to use statements of courtesy; be aware of your message receiver.

• Courtesy stems from sincere you-attitude. It is not merely politeness with mechanical insertions of "please's" and "thank-you'd.“

Tactless communication Tactful communication

Stupid letter; I can’t understand I should understand it, as there is no confusing word in this letter, could you please explain it once again ..?

Its your fault, you did not properly read my latest FAX

Sometimes my wording is not precise; let me try again

7. Concreteness

It means that message should be specific instead of general. Misunderstanding of words creates problems for both parties (sender and receiver). When you talk to your client always use facts and figures instead of generic or

irrelevant information.

Barriers to Communication

• Lack of Sensitivity to Receiver• Lack of Basic Communication

Skills• Insufficient Knowledge of the

Subject• Emotional Interference• Lacking confidence

Encoding Barriers

• Physical Distractions• Channel Barriers.• Long Communication Chain.

Transmitting Barriers

• Lack of Interest. • Lack of Knowledge. • Lack of Communication Skills• Emotional Distractions • Information overload

Decoding Barriers.

• No Provision for Feedback• Inadequate Feedback.

Responding Barriers

Overcoming the barrier to effective communication

Control over emotion

confidenceAvoiding physical distraction

Appropriate channel

Provision for feedback Complete knowledge

Improve communication skills

Overcoming barrier of Effective Communication

Conclusion….???

Thank You