effective comm at workplace

Department of Computing Hamdard Institute of Engineering & Technology

Hamdard University

Effective Communication at workplace

By Asad Ur Rehman

Assistant Professor

By Asad Ur Rehman - Dept of Computing (HIET)

My Introduction

Affiliated with IT industry for over 24 years.

Assistant Professor at Hamdard University

Executive Director - Open Integrated Systems (Pvt) Ltd.

Was Director Sales & Operation - Business Beam.

Was Chief Operating Officer - Plexus (Pvt) Limited.

Was Chief Technology Officer - Feditec (Pvt) Limited.

Worked as Process Consultant for Kolson Industries.

President in 2003 for Junior Chamber International.

Secretary General of Software Ponder Alliance

Certified SW Quality Professional (CSQP) from PIQC

Certified Business Analysis Professional (CBAP)

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Some Beautiful Quotes

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Beautiful quotes

Dont curse the darkness, light a candle.

- (Chinese Proverb)

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Be a light, not a judge. Be a model, not a critic.

- (Stephen Covey)


Beautiful quotes

Little deeds of kindness,

little words of affection,

help to make earth happy like the heaven above."

- (Julia Fletcher Carney)

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Beautiful quotes

Kind words can be short and easy to speak, but their echoes are truly endless.

- (Mother Theresa of Calcutta)

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Effective Communication at Workplace

Be better than, you were yesterday

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The quality of

your life . .

. . is the quality of

your communication

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Cannot progress in career Cannot have good relationship

Do not have respect . . because of poor communication



Usually we all have some small weakness in our communication.

We face challenges in dealing with . . . Co-workers

Students

Family

Friends

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Communication is powerful tool. That can be learned & improved.



My personal weaknesses

Disclaimer: I am not an communication expert

Just wanted to share what I learned in last 24 years and that worked for me.

Following were my weaknesses Written Communication (letter/emails) had very

aggressive tone

Reasonable communication when not angry

Good behavior - with only good people

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Natural temptation of Humans

You smile - the whole word smile

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Rules of Nature (realize some facts)

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What is your habit?

Do you smile or you dont

Normal person will smile looking at smiling face.

Your action is your decision (smile or dont)

but output is based on rules of nature

Importance of Communication

Expressed by Business Authorities

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Top executives from Fortune 500 companies rate communications skills as the most important quality for business leaders.

New York Times

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There may be no single thing more important in our efforts to achieve meaningful work and fulfilling relationships than to learn and practice the art of communication.

The Art of Leadership

Max De Pree, Author

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Builds respect

Helps make friends

Reveals your ability to others

Develops a distinct personality

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Effective Commination will . .



Effective Communication can

enhance & enrich relationship

both at work and home

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Communication Channels

There are a few channels for communication Verbal & Non-verbal (face to face)

Written (letter, email)

Telephone

This session is limited to face-to-face channel only.

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Self Awareness

Some scenarios to realize common mistake

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Self Awareness test

For the awareness of your interpersonal communication skills visit

www.Queendom.com

For your Temperament Test you may visit

www.keirsey.com

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Self Awareness Scenarios # 1

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I need that report by 9:00 am tomorrow.

. . Do you understand

Can I have that report by 9:00 am tomorrow pls. I have important meeting with Dean/registrar. It is very important for me to show that report.

Instructions can be conveyed in two different ways, You will act in your natural style



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In the next Slide you will see small talk

between boss & office-boy.

Let me know any shortcoming in bosss behavior



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Boss: I am very thirsty. Bring the water (in harsh tone)

Office-boy bring glass of cold water quickly

Boss: You stupid, my throat is infected. I cannot drink cold water

Office-boy goes again and brings normal temperature water

Tell three shortcomings in this communication



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Tone Harsh (insulting) Polite

Words (you stupid) Meaning - - - Just emotions (anger)

Information Complete (maximum) Incomplete

Instruction type Command Request

Earned Respect Disrespect

Task Completed Not first time More efforts required



I am at restaurant and ordering food (biryani).

That can be done in different ways.

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Option-1 Waiter is taking somebodys order. Wave my hand and loudly say, Waiter - bring biryani quickly with Raita and salad I am in a rush



I am at restaurant and ordering food (biryani).

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Option-2 Waiter is taking somebodys order. I wait for him When he come I ask, what is your name? Zahoor Zahoor Bhai! do you have good biryani? Yes Ok bring one Biryani Do you have salad and Raita, please bring both

What is the difference in both approach?

Anything to do with politeness, respectful, & clear message ?



Our office boy is Mustafa

You can order tea in different ways

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Option-2

Mustafa Bhai can I have tea please ?

Option-1 Mustafa bring tea for me. Hurry up (in a aggressive tone)

Usually we act in oru natural style What is your style (or habit)


Any Lesson Learned ?

Is it only words coming out from mouth ? Or something to do with your thinking or

believes?

Different message & different impression is transferred by your actions based on your thoughts & believes.

Different actions will develop different relationship.

A wrong sentence can develop an enemy.

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Lesson Learned

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Your communication based on your thoughts

Words

Experiences Thoughts Believes

1. You listen or observe something 2. You process in mind 3. You say something

When you are not emotionally charged



I delivered a session on Time-Management

Somebody pointed out few weakness

in that session.

I could react in different ways

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Your response based on your thoughts



Option-1 You know how much experience I am? You know I am much older than you and my beard is white. I cannot be wrong. Option-2 Thanks for your valuable input. I will make sure to overcome these weaknesses.

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What is the difference in both approach?

Communication

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Communication definition

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Communication is a mean to exchange information

He should understand me (Expressing part)

I should understand him

(Listening part)


Communication facts

During communication you

do two things

Express yourself

Listen to somebody

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Types of Communications

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Verbal Non-Verbal

Gestures Facial

expressions

Behaviors

Types of Communications

Listening

1- Skillful Listening

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You need to understand others (by listening)

before being understood by other. (Stephen Covey)

Listening involves

patience, openness, and

desire to understand

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Listen carefully to your students' (co-worker) question (or point).

Let them finish.

Give them respect (leave your work).

Make sure you understand the question correctly before answering it.

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After listening to some of my co-worker for few minutes. I ask what is your point?



Just giving the impression that you are listening will not work.

People would enjoy talking to you if you pay attention, you are involve in conversation.

Example: You are hearing somebody, but actually thinking about a cricket-match or your important presentation with customer tomorrow.

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Good listening is key to diagnose a problem.

Listening is tool to increase knowledge.

Ask good questions and take notes.

Repeat back to the other person what they just said but in your own words.

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Listening is starting point for open-mind dialogue.

Listen carefully with attention and process information being fed into you mind;

only than you can have open-mind talks.

Example: Child say something that makes you angry and you get upset and stop the discussion in a non-conclusive manner.

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Will shouting on child resolve the problem? You need to make child understand why it is wrong



Good listener is attentive. They make good eye contact do not interrupt what the other person is saying And show interest in what is communicated

Good listener does not check their phone, email or iPhone

in the middle of a conversation.

Good listener uses positive body language; leaning forward showing an enthusiastic and relaxed nature.

Good listener does not hurry.

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1- Skillful Listening True Story

A father was in train and his three sons were playing in the train making lots of noise. Father was sitting and not stopping them. Another man stood and reached to the father and said

What kind of person you are?

Not telling your kids to be quite?

Your kids are disturbing everybody in the train.

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Father looked at him and said we are coming from funeral of my wife and their mother. We are going home. I do not want them to be sad remember their mother as I am now.

Stephen Coveys book 7-Habbits

2- Express yourself

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2- Express yourself

Passive Communication

Agressive Communication

Assertive Communication (balance)

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Normally three styles of communications


2- Express yourself

expression is multidimensional

It is combinations of a few things o Words (contents)

o Voice (tone, pitch)

o Style (boring, engage audience)

o Body language (confident, relax)

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Express part


2- Express yourself

Do you know that . .

your body language and

your tone speaks louder

than your words ?

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Words

Tone/pitch

Body Language


2- Express yourself

Do you know that . .

your body language and

your tone speaks louder

than your words ?

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Words

Tone/pitch

Body Language

7-8 %

35-38 %

50-55 %


2-Express yourself

1- Words (contents) = 7- 8 %

Words are only labels and the listeners put their own interpretation on speakers words.

He is bad, He is not good

have different meaning

You are lying (rudely)

You are not telling truth (smiling)

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2-Express yourself

2- Paralinguistic = 35-38%

The way in which something is said

the accent

tone and

voice modulation

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2-Express yourself

3- Body language = 50-55%

What a speaker looks like while delivering a message affects the listeners understanding most.

Your Confidence

Defensive

Lying

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Non-Verbal

Gestures Facial

expressions

Behaviors

Dressing

Impact of Emotions

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Impact of Emotions

Do you know you can train your mind to control emotions?

We trained our mind to control our anger when Boss says something that offends us.

We cannot control anger when co-worker or student say something offensive.

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How many you considered yourselves as short tempered ?


Impact of Emotions

Playing a football match you hit somebody ready to fight. Your friend tried to stop you not one time Friend struggle many time to clam you down

Normally you listen to your fiend You were not emotionally normal You did not behave normal

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You behave differently when you are emotionally charged


Impact of Emotions

Somebody said a sentence

You took different meaning and become emotionally charged

You react differently

Did not manage your emotions

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You behave differently when you are emotionally charged


Impact of Emotions

Daughter showed a bad drawing

Should be honest, but not direct

Convey the message do not hurt emotionally

Use sandwich approach

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You dont want to hurt or upset other


Controlling your emotions

For practice must see the video of

Former Iranian President

Mahmoud AhmediNejad

Giving (18-min) interview to FOX News

24-Sep-2010

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Believe in yourself

You can do job only if you believe that you can do that.

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Adopting these skills

Practice

. . and more practice and more practice . .

until it become

your behavior

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That is all

effective comm at workplace

Documents

asad ur rehman dept

facts hamdard university

word smile hamdard university

good people hamdard

communication letteremails

communication expert

computing hiet rules

new york times hamdard