communication skills & relationship building

7/28/2019 Communication Skills & Relationship Building

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Communication Skills



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Communication

"Communication may be broadly defined as the process of

meaningful interaction among human beings. More

specifically, it is the process by which meanings are

perceived and understandings are reached among humanbeings."

-D.E. McFarland



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Objectives of Communication

Control

Motivation

Emotional Expression

Information



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Need for Communication

Need for Control

… to maintain satisfactoryrelations with others withrespect to power,

dominance and influence. Need for Affection

… to be liked by others.

Need for Inclusion

… to interact with otherpeople in order to maintaingood relations with them.



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The Process of Communication

• A source of information

• A receiver

•A decoder

•A noise source

•An encoder



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Shannon – Weaver Model

Source

Source of

Noise

Receiver

EncoderDecoder



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Shannon – Weaver Model

Source

Source of

Noise

Receiver

EncoderDecoder

Feedback



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The Importance of Feedback

Feedback is a return response of the receiver to the

sender about the message transmitted to him by

the sender.

Feedback helps to keep communication open and

free flowing.

Feedback is necessary to: – Find out what effect our communication has had on the

receiver.

– Check whether the effect has been the desired effect.



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Essentials of Effective

Communication

Conviction

Confidence

Enthusiasm



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Types of Communication

Verbal/Non-verbal

– (Words 7%, Tone 38%, Attitude 55%)

Written/Oral

Formal/Informal

Game: Charade



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Non-verbal Communication



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Components of Non-verbal

Communication Facial Expression

Body Posture

Body Gestures

Eye Contact

Voice and Speech

Distance maintained while communicating



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1 2 3

4 5 6

7 8 9

Facial Expression

Is the personcommunicating similar

messages through these

various facial

expressions?



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Body Posture

An individual can send strong non-verbal

messages through the way his / her body is

inclined when at rest.

Can you deduce

anything about themood of this girl from

the way she is seated?

1

2

3

4



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Gestures

What can you infer

from the gestures of

these individuals?

1 2 3 4

5



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Eye Contact

Maintaining the right eye contact is crucial for you.

Following are a few types:

The Fixed Stare Style

The Darting Glance Style

The Turn-And-Turn-About Style

The No Eye Contact Style



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The Distance Factor

Public Space…over 12 feet

Social Space…4-12 feet

Personal Space…18 inches – 4 feet

Intimate Space…less than 18 inches

The distance maintained between 2 individuals while

communicating is highly dependent on the nature of the underlying

relationship.



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Verbal-Nonverbal Relationships

The Substituting

Relationship

• The Complementing

Relationship

• The Conflicting

Relationship

• The Accenting Relationship

Non-verbal INSTEAD of verbal

Non-verbal WITH verbal

Non-verbal AGAINST verbal

Non-verbal EMPHASIZING verbal



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Non-Verbal Techniques

Face people squarely

Adopt an open posture

Maintain good eye contact

Watch the other party closely

Give nonverbal feedback



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Adjusting the CommunicationStyle ...



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ADJUSTING TO THE BEHAVIOUR

Dominant Detached Social

Are you ready to fight

with me?

Are you as good as I

am?

Are you well prepared?

Are you logical and

effective as I am?

Do you like me?

Do you accept me as I

am?

Winning, Prestige Effectiveness, logic,

rational motives

Emotions, feelings,

spontaneity



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RECOGNISING BEHAVIOUR

Negative Reactions:

Dominant Detached Social

Resistance,

Escape, Become

Aggressive

Talk too much,

Bluff

Impatience,

Too much forcing

Dominant Detached SocialGive respect /

prestige

dominate lightly

Factual arguments,

detailed answers,

bear the silence

Support, be

friendly, keep it

to the point

Ideal Reactions:



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Grooming

Grooming is the art of maintaining one’s outward

appearance and presenting oneself in the best possible

way.

Grooming is essential to be successful in your job.

Brings self-awareness, self confidence and self-esteem.

Assists in communicating with Conviction, Confidence

and Enthusiasm.



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How Well-groomed are You?

Do you know the difference between formal/informal/casual occasions?

Do you possess white shirts?

Does the sleeve of your shirt fall into the palm of your hand? Which colours do you prefer while buying shirts? Which colours do you prefer while buying trousers?

…want to find out more?

Complete the self-assessment form given in your participants manual

and assess your grooming quotient



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Grooming does not mean

SPENDING money…

Grooming means EARNING

more money!



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Assertive Communication



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Enthusiasm…

– It includes both verbal and non-verbal elements.

Understanding…

– Indicates the level of understanding sought by an

individual in communication. – It includes understanding of both feelings and

views of the other person.

Two Components of

Assertiveness



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Assertiveness Profile

Aggressive Assertive

Passive Receptive

Understanding

high

low

Enthusiasm

highlow

Where do you place yourself?



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Aggressive Behavior – contd.

Strength

– Confident and commanding when required.

Weaknesses

– May often be insensitive to others’ rights and

needs.

– May adopt a sarcastic or hostile attitude. – Interrupt or cut into others without listening.



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Passive Behavior

An individual with this behavior tends to use

low enthusiasm and low understanding

levels. He normally keeps to himself or remains

quiet and unassuming in most discussions

or in meetings with others.

When directly engaged, he may often

concede to the more aggressive types.



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Passive Behavior – contd.

Possible body language used:

Leaning back

Hands clasped or arms crossed

Eyes averted or watching the broad scene

with fleeting looks and possible sighs.



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Receptive Behavior – contd.


Open posture

Good eye contact

Friendly

Smiling

Some use of hands when speaking and

concentrating, so as to listen properly.



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Receptive Behavior – contd.

Strengths – Keeps the discussions and conversations calm

and friendly.

– Gently offers a lot of ideas and suggestions.

Weaknesses – May not come to the point about what they need

or want. – May become upset in the face of high

aggression or anger.



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Assertive Behavior – contd.Strengths

Takes action towards achieving the result without denying

others their rights.

Pro-active and solution-oriented . Demonstrates that he values the feelings and needs of

others.

Listens effectively.

Weakness

May be insensitive to the coaching needs of others who are

less assertive.



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Assertive Behavior – contd.


Relaxed

Slightly leaning forward posture and lots of

use of the hands

Good eye contact and confident, usually

modulated voice.



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Presentations



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Is this You?

If yes, then it’s time tochange yourself…



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Steps to Making EffectivePresentations

1. Prepare the Presentation

2. Deliver the Presentation

3. Handle Questions and Queries



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Tips on Delivery…

Highlights and Issues

– Ideally, you should start with your

achievements. This will create a positive

atmosphere)

– Specific problems/subjects that you want to benoticed at a higher level.

DO NOT FORGET…



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Effective Listening



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The Listening Process



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How to be an EffectiveListener?

Make eye contact

Exhibit affirmative head nods and appropriate facialexpressions

Avoid distractions

Ask questions

Paraphrase

Avoid interrupting the speaker

Don't over talk



Behaviour Category Criteria

Each category of behavior is such that:

• It can be measured accurately.

• It is easy to understand.

• It is distinct from other categories.

• People can use them with variablefrequencies.

• It can be related to effective performance.



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Summary

People can be aggressive, receptive, Passive or

assertive while communicating.

Assertive communication is the ideal way to

express thoughts and ideas squarely.

In your profession, it is very important to present

yourself well – that is, to remain well-groomed.



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Relationship Building



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What is Relationship Building?

Cultivating long-lasting and mutually

beneficial relationships with various stake-

holders in order to ensure fulfillment of your own responsibilities.



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Relationship Building – WithWhom?

Superiors, Peer Group, Subordinates

CUSTOMERS (Internal / external)

Vendors



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Relationship Building – Why?

Team building,

Following one vision of the company.

Heading towards achieving goals

In the light of the above facts, maintaining good

relations with the various stake-holders may make

it easy for you to accomplish certain tasks and

functions



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Relationship Building – How?

Frequent Interaction

Sharing problems

Sharing credits

Communication at an informal level

– Be friendly – Be approachable

– Be helpful



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What Makes a GreatRelationship?

Empathy

Sound

Judgment

Abundance

Mentality

Trust

RELATIONSHIP



Relationship Building as aProcess

Continuously work towards building

trust and commitment

Make sure that the give-and take

element of the relationship is strong

enough to make it withstand the test of

time and change.

communication skills & relationship building

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