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8/8/2019 Development of Effective Communication Skills
http://slidepdf.com/reader/full/development-of-effective-communication-skills 1/59
DEVELOPMENT OF
EFFECTIVE
COMMUNICATIONSKILLS
Prof S.Rm. Sokkalingam
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Forms of
CommunicationWriting
Speaking andListening
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Types of Communication
NetworkThe formal network and
Informal network
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Formal NetworkBusiness has major and well- establish
channels of information like arteries in
the body
Bulk of the communication flows
through these channels
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Flow of formal networka. Internal flow
Information by reports
Records kept in the organisation
Orders
Instructions and messages down theauthority structure
E-mail, internet and intranet
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Flow of formal networkb. External flow:
Directed messages
Sales presentations
Advertising and publicity
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The informal NetworkPrimarily of personal communicationparallel to formal network.
Informal network is veins in the body
Ever changing and complex networklinking all the members of the
organization.It is called as ³grapevine network´.
Managers use grapevine constr uctively.
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Formal / informal
network
Manager
officer officer
Clerk Clerk Clerk Clerk
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Communication Process1. A¶s message arrives the sensory world of
the receiver µB¶.
2. µB¶ picks-up the message & other competinginformation from his sense.
3. µB¶ mind filters the message and givesmeaning.
4. µB¶s unique mind forms the message andtriggers a response
5. µB¶ sends response to µA¶
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Process of sense
picking ²up the messageRelay it to the brain
Picks-up other noises, objects, facial
expression etc.
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Filtering processNo two people will have identical minds
The message is filtered through the contents
of the receiver as given below:
1. All his experience
2. Knowledge
3. Biases
4. Emotions and
5. Cultural background.
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Meaning and response
processReceiver mind gives meaning &reacts.
If meaning I s strong, the responsecan be through:
1. Words
2. Gestures3. Physical actions
4. Symbols etc.
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listeningListening involves:
Sensing
Filtering and
Remembering/ Retaining
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Sensing Ability to sense sounds
Being attentive
Senses detect symbols
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Filtering / RememberingIndividual mind has unique contents
Mind gives meaning to the symbols
Remembering is part of listening
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Listening AbilityFirst, you must want to improve it.
Be alert and free yourself to pay
attention.Concentrate on your mental filtering
Think from the speaker¶s viewpoint.
Consciously try to remember.In addition, follow the guidelines of ³TenCommandments´
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Ten Commandments of
Listening1. Stop talking
2. Put the talker at ease
3. Show the talker you want to listen.
4. Remove distractions
5. Emph
asis with
th
e talker.
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Ten Commandments of
Listening6. Be patient
7. Hold your temper
8. Go easy on argument / criticism
9. Ask questions frequently
10. Stop talking.
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Communication BarriersLack of planning
Unclassified assumptions
Semantic distortion
Poorly expressed messages
Commu
nication barriers in internationalenvironment
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Communication BarriersLoss by transmission and poor attention
Poor listening
Impersonal communication
Distr ust, threat and fear
Insu
fficient period for adju
stment tochange.
Information overload
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Other Communication
BarriersSelective perception: intend to hear
what they want.
Influence of attitude: If already made up
in their mind, they do not listen.
Difference in status and power between
the sender and the receiver
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Curriculum Vitae (CV) /
ResumeIt is a brief account of a person¶s
1. Qualifications
2. Pervious occupations
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CV- Gaining AttentionGain attention in the opening.
Ensure the opening fit the job
Whether prospecting or invited.
Job boards and career center web
Know about the employer & impress
Stress the need of the employer.Use the name of the employee in the Co.
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Cvs- need to be
professional Avoid the following:
³I have no influential father, uncles or friends.
I have no political ties, no drag, and no pull.The result: no job. I am just ambitious andintelligent young man who will work hard´
³ I have answered all the questions in the
application form given except the item againstµsex¶. This I think a very personal matter´
³For three years I worked for Mrs. Helen,whom I am sending you as a reference on theattached sheet´.
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Good Attention Gainer Sound background in advertising; welltrained; work well with others;
On the suggestion of Mr. Paul of your staff,here is the summary of my qualifications for work as your communication specialist.
A hard working St. Xavier¶s college business
major, wants a career in officeadministration? My experience, educationand personal qualities qualify me well for thiswork.
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Use ´youµ view pointMake the employer to understand your
work.
How additional work experience will
help you to perform the new job.
The type of communication
improvement courses attended by you
1. Spoken 2. Written.
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Reference
Give suitable references in the resume
The references shall be other than relatives
References should contain the following:
1.Name and designation
2.Address for communication
3.Telephone,mobile and fax numberswith STD code
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on uc ng an
Participating in
MeetingsIntroduction:
Business meetings will have oralcommunications.
It will range from extreme formality to extremeinformality.
Conferences and committee meetings will beformal.
In a meeting,you will be either a leader or aparticipant.Follow the generally acceptableparliamentary procedure in conducting themeetings.
Plan the items to be covered in the agenda
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Controlling the agenda .You must control the agenda as a leader
while conducting the meeting.
. When the discussions move out of thesubject of discussion,move it back to the
subject.
.You must not cut off discussion before all theimportant points have been made.
.Permit complete discussion and avoid
repetition
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Control for effective
participationControl them who talk too much
.allow them to talk as much as long as they are
contribution to t
h
e meeting..When they become to stray-step in tactf ully.
.Summarise the discussion and move in to the
next topic.
Encourage participation who ever talk too little
.As a leader encourage people who talk less,to
participate by asking their view points.
.Show respect to t
heir comments.
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Control Time Announce time goal.
End discussions at appropriate time.
Determine in advance how much time
needed for each item
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Summarise at
appropriate placesReview progress of previous meeting.
Summarise after a key item is
discussed.Call for a group vote, if group decision isrequired.
Summarise the progress made at theend of the meeting
Keep the minutes.
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PUBLIC SPEAKING AND
ORAL REPORTINGPUBLIC SPEAKING DEPENDS ON
THE FOLLOWING:
Your audience ( the interest of your
audience), and
The Occasion ± historic event; annual
meet of an executive club etc.,
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Preparation for
presentationConduct research to get the informationyou need.
Gather information you need for your speech.
You may search through your mind for
experiences or ideas, research
inlibrary, company files, on-line network,consult people in your own companyand other companies.
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GreetingsThe first word spoken is greetings.
To greet a mixed audience: µladies and
gentlemen¶
To greet an all male:¶gentlemen¶
To greet the rotary club members:¶fellow
Rotarians¶
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Organise
information
Organise your speech asfollows
1.introduction
2.body,and
3conclution
Follow timehonered
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Introduction to your
speechGain attention in the opening
Ability of story telling
Humor
Quotation,question and so on
The opening should set up your
subject
Tell the subject of your speech
When you must persuade the
audience
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Body of your speech
Organise more speeches by
factors,as you would in a reportDivide the parts as for as possible
There must be clear transition
between transitions
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Conclusion to your
speech
You must complete/end your talk with a conclusion.While concluding,you must bring the important points
you talked to achieve whatever the goal of your speech
had.
The ending of your speech usually shall be:
- Restate the subject- Summarise the key points
- Draw conclusions
Present the concluding message in a strong language
Give appropriate quote, use humor, and call for action
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Presenatation
MethodsYou may choose one of the
following presentation
Methods:1. Presenting extemporaneously
2. Memorizing
3. Reading
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Presenting
extemporaneouslyIt is more popular and effective method
First, you prepare the speech thoroughly as
outlined
You can rehearse
Make sure you have all the parts clearly in
your mind
However, do not attempt to memorise
Extemporaneous presentations generally
sound natural to the listeners
You need to plan caref ully and practice to
present extemporaneous prsentations
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Memorising
The most difficult method
Memorising long succession of words
requires much effort of skillYou are likely memeorise words than the
meanings
When you miss a word or two you become
conf used
Few speakers memorise the entire speech
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Reading
Unfortunately, we read the text of the
speech in a dull monotone
You miss the punctuation marks, f umble
(clumsy/ nervous)
You can overcome this problem by
taking necessary efforts
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Personal Aspects
Analyse yourself as a speaker
You are the part of the message
What they see in you, can affect themeanings or that developed in the audienceminds
Evaluate your self
You may acquire-confidence
-sincerity
-thoroughness
-friendliness
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Confidence
Have confidence in you & Audience
Project the right image
Talk in a strong clear voice
Develop your physical appearance
Prepare the presentation diligently
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Sincerity
Convey to the audience an image of
sincerity
Sincerity is valuable to conviction
You must be sincere
Pretense of sincerity is surely
successf ul
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Thoroughness
Consider audience need
Thorough presentation is well received
It makes the presentation believable
Avoid too many details
Design and Balance your listeners
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Friendliness
Project an image of friendliness
It has significant advantage in
communicatingImprove your projections of your friendliness with little self-analysis andpractice
You can consider the interest,enthusiasm, originality, flexibility etc
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Audience Analysis
Analyse the audience reactions
Watch the facial expressions
Watch the body movements
Adjust the presentation according to thefeedback
Refresh the audience by telling power stories
Create the learning environment
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Appearance Y
our audience formsimpressions from the following
six factors:
1.Th
e commu
nicationenvironment (all that surrounds
you-stage, lighting, and the like),
2.Your personal appearance,
3.Your posture,
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4.facial expressions (smiles, frowns,
eye contact),
5.your manner
6.gestures
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The communication
environment
While yo
uspeak, t
he a
udience sees t
hephysical things that surround you, such as,
µthe stage,lighting, back ground and so on¶,
Outside noises have influence on your
speech,
Your communication effort should contribute
to your message and not detract from it,
Your experience as listener will tell you what
factors are important.
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Your personal
appearance Your personal appearance is part of
your message. You should dress in a manner
appropriate for the audience andoccasion.
Be clean and well groomed.
Use facial expressions and physicalmovement to your advantage.
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PosturePosture is the most obvious thing, your audience sees in you.
You
are not seeing your post
ure yo
urself.
Ask others to tell you, whether your postureneeds improvement.
Practice speaking before a mirror or watch
yourself on a video.Distribute your body weight to be consistentto what kind of impression you want to make.
Keep your body erect, with out appearing stiff
and feel comfortable with out appearing limp.
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Walking
The audience makes impression in themanner of your walking.
A strong and sure walk conveys animpression of confidence.
Hesitant and awkward steps, convey theopposite impressions.
Walking during presentation can be good or bad.
Too much walking attracts attention and atthe same time detracts from the message.
Walk when you are reasonably sure about its
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Facial expressionsUse of facial expressions unconsciouslymay convey unintended meanings.
A frightened speaker tig
htens
his jawunconsciously and begins to grin. The effect
is ambiguous image and detracts the entirecommunication effort.
A smile, a grimace(twisted expression on aperson¶s image/expressing strongdisapproval or pain), and a puzzled frown allconvey clear message.
You should use the above mentionedeffective devices with out uestions.
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GeturesGestures have no definite or clear-cutmeanings.
Gestures have vague meanings, butthey do communicate.
Summarize the physical movementsthat helps you speaking
You must use rational movementsbefore the audience
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Use of Voice
Good speaking requires good voice
Voice should not hinder listeners
concentration
Fault areas of voice modulation
- Pitch variation
- Variation in speaking speed
- Vocal emphasis
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Thank you