ART OF EFFECTIVE COMMUNICATION

BY: SOFTSKILLS WORLD

Expectations from the

ProgramA Syndicate

Exercise

Based on the

syndicate’sdesire to learn

today

Communication Skills

“It takes 3 years to learn how to use your tongue; however it takes life

time to learn when and where to use it”

- Anonymous

One sentence can ‘Make a big difference’…..

WHAT IS COMMUNICATION?

• Communication Is The Process of

- Exchanging Information

- Through Common System Of Symbols, Signs And Behavior

- The Synonyms For Communication Are Feelings, Speaking, Corresponding, Writing, Listening, Exchanging Etc.

Functions of Communication

1. Control member behavior.

2. Foster motivation for what is to be done.

3. Provide a release for emotional expression.

4. Provide information needed to make decisions.

Communication Styles In Organizations

STYLE TYPES

Written Communication Letters, Office memos, Reports,Instruction manuals, policies,Forms, Email

Verbal Communication Formal and Informal Conversation

Nonverbal Communication Human behavior, Facial expressions,Body language

Grapevine• Grapevine Characteristics

– Informal, not controlled by management– Perceived by most employees as being more believable

and reliable than formal communications– Largely used to serve the self-interests of those who

use it– Results from:

• Desire for information about important situations• Ambiguous conditions• Conditions that cause anxiety

ACTIVITY TIME

Formal Channels Of CommunicationUpward Communication

• Suggestions for improvement

• Disputes

• Performance reportsHorizontal Communication

•Advice to other departments•Coordination with other departments•Problem solving for other departments•Problem solving within departments

Downward Communication

•Job instructions•Plans and Policies•Procedures and Rules•Performance Feedback & Goals

Employee

Information Richness of Communication Channels

Low channel richness High channel richness

Routine Non-routine

One WayVersus

Two WayCommunication

Structure Of Communication

• Sender • Receiver• Message• Medium • Context

Develop idea Encode Transmit

ReceiveDecodeAcceptUse

Sender

Receiver

Feedback

Communication Process

Medium

SenderHis/her knowledge on the subject or issue and ability &

limitation to communicate effectively His/her psychological make up & perceptionHis/her biases, prejudices about receiver

Message Content Clarity Construction/structure

Medium Choice Suitable for sender or receiver or both

Communication Process

Communication Process

• ReceiverHis/her ability to receive and understand effectively His/her psychological make up & perceptionHis/her biases, prejudices about senderHis/her attitude about the subject/issue

• Situation or context Physical setting Social context Situation expectancies or readiness

Barriers To Communication

Structural• Distance• Time• Company : Structure/

Systems• Wrong Media

Environmental• Noise• Other people intruding• Discomfort (Temperature,

Space, Humidity, Ventilation etc )

• Distraction

Barriers To Communication

Language• Vocabulary• Ambiguity• Jargon• Woolly use of language• Rambling

Psychological• Fear• Shyness• Aggression• Bias / Prejudice,

Assumption• Pressures• Mood• Ego

Cont…

Barriers To Communication

• Inappropriate tone or approach

• Poor listening• Lack of sufficient

knowledge• Lack of adequate skills

• Lack of planning & preparation

• Sending solutions/ conclusions

Cont…

Sender’s Weaknesses

Barriers To Communication

• Reluctance to receive

• Prejudgment of issue or person

• Unfamiliarity with the subject

Cont…Receiver’s Weaknesses

• Not paying attention

• Only hearing not listening

• Not clarifying

• Assuming

Common barriers to communication:Apparent ‘cause’ Practical Example

Physiological Message in an internal report not received due to blindness.

Psychological Message from external stakeholder ignored due to ‘groupthink’

Cultural Message from organisation misinterpreted by members of a particular group

Political Message from internal stakeholder not sent because individual is marginalised

Economic Message not available to a public sector organisation due to lack of resources

Technological Message not delivered due to technical failure

Physical Message cannot be heard and visual aids cannot be seen by some members of the audience

Overcoming the Barriers…

• Say to yourself, “I will get Response”• Come up with a topic for discussion everyday• Start improving upon pronunciation• Develop habit of reading – start with the English

newspaper / Comics• Understand first, then communicate• Don’t be afraid of asking questions

Completeness

Conciseness

Clarity

Correctness

The 4C Model Of Effective Communication

Benefits of effective communication

• Quicker problem solving• Better decision making• Steady work flow• Strong business relations• Better professional image

Impact of Informal Communication in Organizations

Open Vs Closed Questions?

Questioning Technique

• Tell me how you went about…?’ (open)

• ‘How did you prepare?’ (open – secondary)

• ‘What was your starting point?’ (probe)

• ‘So, what happened next?’ (probe)

• ‘Who else was involved?’ (probe)

• ‘And how did they respond?’ (probe)

• ‘What were your thoughts at that stage?’ (probe)

• ‘What were the main outcomes?’ (probe)

• ‘So, that took a total of six weeks?’ (closed – clarifying)

• ‘Was it your idea or someone else’s?’ (closed – clarifying)

• ‘And the patient made a full recovery?’ (closed – clarifying)

• ‘So, let me see if I’ve followed you…’ (checking – summary)

• "How many people were involved in the fight?""About ten.""Were they kids or adults?""Mostly kids.""What sort of ages were they?""About fourteen or fifteen.""Were any of them wearing anything distinctive?""Yes, several of them had red baseball caps on.""Can you remember if there was a logo on any of the caps?""Now you come to mention it, yes, I remember seeing a big letter N."

Some more examples….

Form Cocoon

Avoid any kind of side disturbances or disruptions by creating a cocoon around you which can help you concentrate more on the message of the speaker…

‘This can help you deliver better and build a trust for yourself’

Unconscious mind informs both the people ..he is

interested in whatever I am saying…

Engage yourself

Show your interest and willingness to here the client….do not project at any stage that the client is secondary ,that may lead to build distrust….

“Assumption is communication’s greatest

enemy”

Don’t ‘Assume’

…in the new global and diverse workplace requires

excellent communication skills!

Success for YOU…