COMMUNICATION: The Challenge

Home Truths Most of us are very poor communicators &

listeners Few of us try very hard to get our message

across to others. When ‘communicating’, most of us take little

advantage of the various media/ channels available to us.

Low standard of communication involves cost and a lot of wastage

COMMUNICATION

• Communication is the number one problem of Management.

• Nothing happens in Management until we communicate.

• Communication is a flash of lightening and often even more illuminating.

• With Communication – “skill to work” is integrated with “will to work” and both combined together lead to “team work”.

Communication is simply a two way process of exchanging ideas,

information and transmitting, verbal & non-verbal messages

• We talk for 27 years covering 10000 books of 400 pages each.

• Spent 80 to 90 per cent of working times in communicating with others.

• We spent 60 per cent time in talking & listening.

• Spent 20 to 30 per cent in reading and writing.

COMMUNICATION IS IMPORTANT

Communication-Life Blood of any Organization

• Its main purpose is to effect change, to influence action.

• It is an attempt to affect a transfer between minds.

• It is an integral part of Management and involves an exchange of facts, feelings and information by two or more persons.

• It is a means of putting the personnel into action in an organisation.

COMMUNICATION

☺IS THE CRUCIAL INGREDIENT WHICH HOLDS

THE ORGANIZATION TOGETHER

☺A PROCESS OF TRANSFERRING INFORMATION

& UNDERSTANDING FROM ONE PERSON TO

ANOTHER

☺THE GREATEST SINGLE INFLUENCE ON

ORGANISATIONAL EFFECTIVENESS

Communication -Grows in A climate of Trust

• Effective communication leads to higher productivity and job satisfaction.

• With effective communication

- We come alive,

- We gain at work,

- At home and

- In the society’

Communication -Grows in A climate of Trust

• At work : Job becomes more interesting, meaningful and rewarding

• At Home : Family life becomes fuller, richer and happier

• Socially: Life takes new dimensions, one looks for new challenges

• Meaning is not in Words, but in the Minds of people.

• It is important to understand and know people’s mind.

• The content or Words are important but Feelings behind the message and the expectations of the sender are more important

• Communication is a process of change

• It grooms best in a climate of trust and confidence.

• It develops understanding and acceptability.

BENEFITS OF EFFECTIVE COMMUNICATION

Communication is the single most important factor in the

success of an organization

Establishes the objectives of an enterprise

Develops link plans to achieve objective

Creates a conducive climate to lead, direct & motivate people.

REMEMBER

All activities result from communicationYour activity communicates with others-even

when you are not consciously addressing themThe most effective outcomes usually follow from

conscious efforts to communicate effectivelyCommunication failures or misunderstandings

are often the most costly in corporate as well as life

Direct Communication- where possible- is the most effective way to ensure people know, understand and act, as you intend.

COMMUNICATING WITH INDIVIDUALS

One to one attention in communicating

Recognition

Bonding

Influencing

Openness & Trust

Never underestimate the importance of the utterly un-important

COMMUNICATING WITH PEERS

Understand Your Peers Attitudes And Level Of Competence…practice Empathetic Listening

Find Issues & Activities Related To Work That Interest You Both

Clarifies the purpose and aims of the group or teamStrengthens group/team identity and sense of belonging-

Cohesiveness Help Others Develop Capabilities & Achieve Their

GoalsStrengthens individual identity & acceptance Helps set expectations and standards

COMMUNICATING WITH SUBORDINATES

Learn what they expect from you as superior Communicate your expectations from them in clear and

unambiguous terms Be honest & ethical about work & keep your

commitments to them Be fair-do not play favorites Practice Empathic Listening Establish Trust, Show respect Be clear who is responsible for what Give constructive feedback, which will help them

improve Be Careful of the way you give negative feedback Listen as well as talk (but not at the same time)

COMMUNICATING WITH SUPERIORS

Learn everything about your job, department, company & industry

Make and review the notes of meetingsDon’t be shy of presenting your ideas and

suggestionsFind out what is expected of youBe willing to assist your superior when your

team/department is in the spot lightRemember the important dates

Think before you Communicate

• What is the main purpose/aim

• Who will receive it

• What is the likely attitude of the listener

• How much does he need to know

• Is my timing right

• what is the main subject

• Are the major points clear

• Is there any ambiguity

Communication Skills for Executives

• Clarifying person’s responsibilities & role

• Provide effective feedback

• Give clear instructions

• Provide clear expectations

• Ask supportive questions

• Listen effectively

Providing critical feedback(from “The One-Minute Manager”)

• Tell them you are going to give feedback

• Tell them immediately

• Tell them what they did wrong – be specific

• Tell them how you feel about it

• Pause to let them feel how you feel

• Remind them how much you value them

Use Assertive, not Aggressive Language

Avoid Aggressive Language

• Puts people on defensive

• Tries to put speaker in superior position

Example: “That idea will never work!”

Use Assertive (polite and firm) Language

• Expresses needs, ideas

• Invites discussion

Example: “That idea could run into problems.

Let me explain what I mean.”

Asking Supportive Questions(especially for new, challenging projects or tasks)

• What help will you need to make this work well?

• What key steps need to happen to achieve this?

• What are the main problems you’ll face?• How did this part of the project work so

well?• What else?

Tone

Tone: “how” you say something (feeling behind words, intent).

Usually remembered more than words themselves.

Tone of voice is universal: don’t need to speak language to know when someone is angry.

Key Elements of Communication

• Social contact: sender and receiver in touch.

• Common medium: shared language or common means of communication.

• Transmission: message imparted clearly.

• Understanding: message received and interpreted correctly.

COMMUNICATION MODEL

MESSAGE

EFFECT

FEEDBACK

CHANNEL

SENDERRECEIVER

COMMUNICATION PROCESS

• Sender’s mind

Receiver’s Mind

Feed back

Mouthmessage

BARRIERSCOMMUNICATION

EXCHANGE OF MIND

COMMUNICATION PROCESS

SOURCE WITH

A PURPOSE &

IDEA

ENCODING CHANNEL MESSAGE RECEIVER DECODING MEANING

NOISE

FEEDBACK

X6X5 X4 X3 X2 X1

FACTORS CRUCIAL TO DECODING

FAMILIARITY WITH THE MEDIUM OF COMMUNICATION

TIME OF RECEIPT OF MESSAGE

PLACE OF RECEIPT OF MESSAGE

CULTURAL CONTEXT IN WHICH THE MESSAGE IS USED

ENVIORNMENTAL DISTURBANCES (Noise)

COMMUNICATION MODEL

NOISE

SENDING

RECIEVING

SENDING A MESSAGE

SENDING

UNDERSTANDING & REPLYING

TRANSMITTER RECEPTORS

CHANNELS

(MESSAGES)

TRANSMITTER

ENCODING

ENCODING

CHANNELS

(MESSAGES)

RECEPTORS

DECODING

DECODING

RECIEVING

P2

P1

Grape–Vine

•Grape-vine refers to an informal communication about company’s matters outside the official net-work.

•Grapevine is an inevitable communi-cation.

Grape–Vine

The following ways make good use of thisinevitable communication:

• Executive can scotch false rumours. On executive should know exactly what is bothering people.

• Executive can spread information informally. One way to accomplish this purpose is to spread such information through the grape-vine.

Communication Informal

»Grapevine

REASONS FOR INEFFECTIVE COMMUNICATION

Communication Barriers- Verbal

☺INADEQUATELY DEVLOPED MESSAGE

☺INCORRECT PRONUNCIATION

☺USE OF AMBIGOUS WORDS

☺ABSTRACT MESSAGE NOISE-EXTERNAL & INTERNAL

REASONS FOR INEFFECTIVE COMMUNICATION

Communication Barriers-others

☺ NON VERABL-USE OF IN APPROPRIATE SIGNALS…

GIGLING AT A SERIOUS MOMENT

☺ INTERPERSONAL-LACK OF CREDIBILITY WITH

THE AUDIENCE, FEAR OF BEING REJECTED/BEING

MISS UNDERSTOOD

☺ CULTURAL-DIFFERENCES IN VALUES,EMPHASIS

ON DIFFERENT BEHAVIOURAL CHARACTERISTICS

Communication gap also arises due to lack of co-ordination between the various departments which leads to conflict and interdepart-mental rivalries.

COMMUNICATION GAP

COMMUNICATION GAP

Communication gap arises when an employee does not know: - How important his work is; - How far is he is queue; - How well is he doing; - How much additional skill to acquire; and - What is expected of him.

OVERCOMING COMMUNICATION GAP

Communication gap can be overcome by:• Encouraging feed back;

• Combat rumours, guesses and misconception;

• Encourage suggestion;

• Encourage two way communication;

• Issue clear-cut instructions.

• Encourage personal communication;

What Are Barriers to Effective Communication

BARRIERS TO COMMUNICATION

☺ MUDDLED MESSAGES

☺ STEROTYPING

☺ WRONG CHANNEL

☺ LANGUAGE

☺ LACK OF FEEDBACK

☺ POOR LISTENING SKILLS

☺ INTERRUPTIONS

☺ PHYSICAL DISTRACTIONS

Barriers to Interpersonal Communication• Difference in perceptions• Emotionality• Inconsistent Communication• Distrust in credibility of the sender• Tendency to evaluate• Resistance to change• Closed mind• Un-clarified assumptions• Status and position• Noise and other distractions

• The key to reducing communication barriers is to be Task Centered and Audience oriented.

• The contents of the message are important but the feelings behind the message are more important

Types of Communication:

Communication process involves following types of communications

a) Listening

b) Speaking

c) Written communication

d) Non-verbal communication

45%30%

16% 9%

COMMUNICATION

Percentage of communication time. • Time spent by Business people on

various communication channel.

Reading Speaking Listening Writing

IN ESSENCE

‘The greater your silence the higher is your listening sensitivity and hence, better the communication ability.’

‘Silence is not the absence of sound.It is the absence of self.’

ListeningIt is a part of Communication Process

• Listening must be learned;• It does not develop naturally; nor is it an automatic

response.• Listening requires concentration with full attention directed

toward speaker.• Listening requires an open mind; avoiding hasty evaluation

of content and over- reaction to the delivery of the speaker.• Listening require :“comprehension”;“Grasp of ideas”, Adjustment of thoughts; “Speed” Because

average person can think at least 4 times faster than he/she can speak.

Learning to Listen

• Listening techniques are vital, since how you listen conveys meaning to the other person and helps to make the exchange successful.

The Listener Factors• Be sensitive to the world of the person who will receive the message.

• Identify and maintain the dignity of the listener

• Try not to offend the ego of the listener

• Try to resolve conflicts through informal talks

• Do not assume

• Do not believe in hear say and try to get facts

• Try to recognize the interests and attitude of the listener

• Accompany words with consistent action

• Find out what the audience wants

• Emphasize the ideas of greatest interest to your audience

• Make your information acceptable

• Make people comfortable and allow them to identify with you.

LISTENING-THE ASSUMPTIONS WE MAKE

It is not easy to listen, even for a minute or two, without ‘translating’, or working on, the information we are receiving.

In typically distracting environments, we might wait for 20-30 seconds without doing some editing.

We tend to jump ahead of the incomplete message with possible question or answers

LISTENINGListening is an art, a skill, a discipline,

and like other skills, it needs self-control. You must understand what is involved in listening and develop the necessary techniques to be silent and

listen.Hearing becomes listening only when you pay attention to what is said and

follow it very closely.

“Hearing with a noise attenuated mind is

Listening”

FACTORS THAT AFFECT THE LISTENING PROCESS

THE LISTENER

THE SPEAKER

THE CONTENT

THE VISUAL SUPPORT

“Hearing with a noise attenuated mind is

Listening”

IMPROVING LISTENING Maintain Eye contact with the Instructor Focus on content, Not Delivery Avoid Emotional Involvement Use the gap between the Rate of Speech and your

Rate of Thought Avoid distractions Treat listening as a challenging mental task Stay active by asking mental questions

“Respect Induces Listening”

To be a good listener, it requires:

a) Work at listening,

b) Weight what is being said

c) Review from time to time.,

d) Listen between the lines.

HOW TO DEMONSTRATE THAT YOU ARE LISTENING?

Paraphrase

Making Eye Contact

Keeping your body open

Echoing Words

Nods of your head

Leaning towards the speaker

“Listening demonstrates empathy”

SPEECH AND ITS IMPACT

• 10 % for the actual words

• 40 % for the way words are expressed

• 50 % Speakers gestures & non-verbal communication.

Speaking

Our attitude to:• What we have to say, • To whom we have to say, • Where we have to say, • When we have to say and • How we have to say – makes all

the difference.

Speaking

To be good speaker, we need to ask the following questions to ourselves:• Are we clear in our mind what we want to say?• Are our choice of words and expressions clearly presented?• Is the topic, tone, volume, pitch, different from the words we use.• Are we using too much jargon, high sounding words or too technical in style.

Effective Speaking

When you make a speech, remember the following points:• Know your subject; collect ideas and materials on it.• Prepare an outline.• Write out the opening and closing.• Practice out loudly and don’t try to memorize.• Survey your audience before starting the speech.• Use attention-getting opening.• Close with brief summary.

COMMUNICATION DYNAMICS

SIMPLICITY & COMPLEXITY DOES YOUR AUDIENCE UNDERSTAND DO YOU UNDERSTAND? EMPHASIS & EMOTION RESPONSE CYCLE FORMALITY & INFORMALITY TAKE HUMOUR SERIOUSLY SYMPATHY & EMPATHY STAYING IN CONTROL

• It is communication without words.

• It is especially important in conveying feelings.

• It account for 93% of emotional meaning that is exchanged in any interaction.

• Power of non-verbal communication lies in its reliability

• It is economical, easier, faster and more effective to communicate approval – A pat on back rather than words.

38%

7%

55%

NON-VERBAL COMMUNICATION

Visual Tone of Voice Words

Signs & Signals – What do they mean?

1. Cues refer to verbal indicators that you give to others. 2. Clues refer to the verbal indicators that others give to you. 3. Signs refer to the behavioural indicators, such as smiles, groans or hand movements, that you give to others. 4. Signals refer to the behavioural indicators others give to you.

HOW WE COMMUNICATE

I Give I Receive

Verbal 1. CUES 2. CLUES

Visual 3. SIGNS 4. SIGNALS

The Message Matrix

Non-Verbal Communication

• Body language is non-verbal signals which correspond to certain emotional-states, such as fear or anger.

• Every one makes individual gestures which indicate the current state of a change in emotions or attitudes.

• Body language will not give a precise insight into people’s thoughts and emotions, but it give important clues.

• Your Body Language - a huge range of unconscious physical movements, can either strengthen communication or damage it.

• Even if you are sitting completely still you may be unknowingly communicating a powerful message about your real feelings.

Non-Verbal Communication

Understanding and Using Gestures

• Gestures , together with other non-verbal communication such as posture and facial expressions, are important part of body language.

• Knowing how to gesture for effect, on public platform or in face to face meeting will help to convey your message.

Non-verbal Communication- A Key to Executive Success

• Non-verbal communication a powerful tool to wield your influence.

• It can be used to control a meeting, achieve respect, gain approval ,condemn or intimidate.

• By mastering these techniques- you can increase you effectiveness as a manager to a surprising extent.

• Nonverbal communication is independent from the auditory channel.

• This provides for instantaneous feedback and allows you to transmit important messages even while others are speaking.

• Close to 93% of a message Transmitted non-verbally , which is why face-to-face communication is more effective than telephonic conversation.

•Facial Expression It is the primary site for expressing emotions,it reveals type and intensity of your feeling.

•Eye Contact Eye Contact helps establish rapport with the other person

•Gestures and Postures Gestures can express both specific and general messages. They can be a substitute for words or can elaborate on them.

• Handshakes Communicates your mental state and level of confidence.

NON-VERBAL COMMUNICATION

•Vocal Characteristics The voice carries intentional and unintentional messages. The tone & volume,accent,speaking pace…

• Touching Behavior Touch is an important vehicle for conveying warmth, comfort, and reassurance.

• Use of time and space The importance given to time and the distance one maintains while interacting with others.

• Orientation It means the angle at which we interact with others. We tell others some thing about what we expect when we position ourselves in the room.

Behavior Type

VoiceGestures &

PosturesFacial

ExpressionEye

Contact Listen closely

Hands are relaxedHeld is erect

AggressiveTense, Loud,

Cold or Demanding

Hands in fists, fingers pointing at other person

Tense and appear angry

Eyes narrow, cold, staring

seeing through the other person

Non Assertiveness

Weak, hesistant &

soft

Hand wringing, bunching shoulders

Fire warm gentle &

expressiveAssertive

Relaxed Expresion

ProxemicsHow We Communicate With the

Space Around Us• Four spaces or space bubbles around people:

• Intimate space:The 1 1/2 foot space around you, only special people and few words permitted here.

• Personal space: The four feet beyond the first circle, friendly conversations and spontaneous communication.

• Social space: Space four feet to twelve feet around you, more formal and business is done here.

• Public space : twelve feet to range of eye sight and hearing.

Written Communication

No business can exist without writing.

Trouble with writing is the poor diction.

In writing, the language is the vital tool.

WAYS TO ENHANCE COMMUNICATION SKILLS

☺ IDENTIFY & UNDERSTAND ONES BASIC

WEAKNESSES AND THEN OVERCOME THEM

☺ MAKE COMMUNICATION GOAL ORIENTED

☺ REGULARLY ASSESS YOUR SKILLS

☺ CAPITALISE ON YOUR STRENGTHS

☺ ACCEPT THE REALITY OF MISCOMMUNICATION

Effective Written Communication

Effective written communication includes:

• Short sentences

• Keeping readers’ experience in view

• Write to express and not to impress

Effective Communication • Good communication is good business. • In communication what counts is not what

people are told but what they accept. • Communication should be a continuing

process.• Communication is the basis for

understanding, co-operation and action.• Create an atmosphere of confidence in the

process of communication.

EFFECTIVE COMMUNICATION

☺A PERFECT FLOW

☺SHARED UNDERSTANDING

☺MOTIVATES THE AUDIENCE TO TAKE THE

DESIRED ACTION

☺DIRECTS FLOW OF INFORMATION

EFFECTIVE COMMUNICATION

IS THE COMMUNICATION THAT WORKS

COMMUNICATION EFFECTIVENESS

☺ FIDELITY

☺ ECONOMY

☺ CONGRUENCE

☺ INFLUENCE

☺ RELATIONSHIP BUILDING

EFFECTIVE COMMUNICATION

• DIRECT AND SIMPLE • FEED BACK • CONTROL GESTURES • CONDUCTIVE ATMOSPHERE • EFFECTIVE LISTENING • CAREFUL TUNING • ATMOSPHERE OF TRUST • DON’T TALK, TALK, TALK • DON’T IMPRESS

Receiver(Clear

message )

Sender (Message )

ECONOMY & CONGRUENCE

☺MINIMUM ENERGY, TIME,SYMBOLS AND

CUES ARE USED TO ENCODE MESSAGE;

WITHOUT LOOSING IT’S FIDELITY & IMPACT

☺CONGRUENCE OF VERBAL & NON- VERBAL

CLUES.

INFLUENCE & RELATIONSHIP BUILDING

☺NOT CONTROL BUT ACHIEVEMENT OF

INTENDED RESULTS

☺RELATIONSHIP OF TRUST TO

FACILITATE FUTURE COMMUNICATION

☺CREDIBILITY OF SOURCE

FIDELITY-DISTORTATION FREE MESSAGE

A

(MESSAGE SENT)

B

(RECEIVED MESSAGE)

DISTORTION ANGLE OF COMMUNICATION