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Effective Communication


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• Communication & its components• Communication attributes• Effective Communication • Process• Active listening• Feedback• Barriers• Tips• Business Communication

Index


Communication & its cosmponent


Communication is the process of conveyingFeelings, emotions, attitudes, facts, beliefs, suggestions, feedback, ideas, updates, information, thoughts between living beings By clear ways in written or verbal or speech or signals or behaviors form so that it is satisfactorily received or understood

Communication


Process


Successful communicationThe communication process which consists of

sender, encoding, channel, decoding, receiver, feedback and context

You must understand • What your message is, What audience you

are sending it to, How it will be perceived• Circumstances - Situational & cultural context

• Aim is to get message across to others clearly and unambiguously

• This involves effort from both the sender & the receiver


• To give or get credible information• To feel deeply understood and accepted• To vent• To create excitement• To avoid something uncomfortable like silence

Why to communicate


Good communicator

• An Active Listener

• An Effective Presenter

• A Quick Thinker

• A Win-Win Negotiator


• People in organizations typically spend over 75% of their time communicating

• Manager mostly manages using communication• Lack of effective communication skills can lead

to problems for the manager• Many problems in any organization can be

traced to a primary cause: Poor communication

Importance


Communication is only successful when• Both the sender and the receiver understand the

same information • Getting your message across, convey your

thoughts and ideas effectively.

• Factors contributing to job success :- Communication skills, an ability to work with others & written & verbal presentations skills

• Inability of effectively communicate makes difficult to compete at workplace & progress

Success


Supportive communicationTwo categories :• Coaching: giving advice, direction or guidance

to improve performance…focus on abilities• Counseling: helping the person understand and

resolve a problem themselves by displaying understanding… focus on attitudes


• Simple or Complex• Formal or informal• Intentional or unintentional• Transactional• Avoidable or Unavoidable• Continuous• Learned• Complete• Interactive• Timely• Reversible or mostly irreversible

Attributes


• Communicators• Managers• Context• Content / Message• Physical environment (Places)• Mind set of communicators• Channels• Smooth/ Noise / Motivation• Barrier• Feedback• Conclusion

Components


VerbalComponents Examples Meanings

CommunicatedVocal

How things are said

Loudness, Pitch Different meanings

Vocal intonations Rhythm, Pitch, clarity

Sarcasm, disapproval

SpatialBody closeness 0 – 2 feet Feelings of

intimacyFurniture arrangement

Keeping distance Formal and serious


Non verbalComponents Examples Meanings

CommunicatedVisual

Image Clothing, hygiene Values, competenceFacial Expressions

Frown, smile, sneer Unexpressed feelings

Eye Movements Looking away, staring Intentions, state of mind

Posture Leaning, slumped AttitudeGestures Handshake, wave Intentions, feelings

TactileTouch Pat on the back Approval Touch on an arm Support and concern


Places


• Be a champion for communicationAsk…• When you need information?• Who needs to know it? • When? • How to convey? Any preferred format?• To work in coordination with manager and staffMindset• Negative• Positive

Actions


EmployeeBoss

Communication is two way!

For real communication to take place, there must be interactions

with each player participating

Interactions


• Verbal Communication Channels having critical role of body language, gesture, posture (direct, radio, TV, satellite, telephone & devices)

• Face-To-Face meetings, Telephones, Video Conferencing

• Written Communication Channels – Written text / paper-based (books, newspapers, report, letter, SMS etc ), Proof is available however emotions could be less

• Letters, e-Mails, Memos, Reports• Electronic (e-mail,…)• Image/visual (TV, cinema,…)

Channels


Majorly communication is attributed from nonverbal factors such as gestures, facial expressions, tone, body language, etc

Distribution7% spoken or written words

55% non-verbal communication->

face gesture & body language

38% voice dynamics : tone + inflection + volume + accent + non-word sounds


Communication attributes


Verbal communicationOnly verbal communication can create chaos while it reaches the last person.

Thought process of individual influences the understanding.


Nonverbal communicationSix ways of using non-verbal communication skills effectively• Eye contact• Facial expressions• Gestures• Posture and body orientation• Proximity• Paralinguistic• Humor


Nonverbal communication


Nonverbal communication


• Posture how we stand or sit indicates self-confidence, aggressiveness, fear, guilt, or anxiety

• Gestures such as how we hold our hands, or a handshake or nod the head or expression

• Many gestures are culture bound

Visual


Visual


Facial ExpressionSmile covers the most part of facial expression:• Smiling is a powerful cue that transmits:• Happiness• Friendliness• Warmth• Liking• Affiliation


Posture and body orientation• You communicate numerous messages by the

way you walk, talk, stand and sit. • Standing erect, but not rigid, and leaning slightly

forward communicates to audience that you are approachable, receptive and friendly.

• Interpersonal closeness results when you and audience face each other

• Speaking with your back turned or looking at the floor or ceiling should be avoided; it communicates disinterest to your session


GesturesIf you fail to gesture while speaking, you may be perceived as boring, stiff and unanimated

A lively and animated teaching style captures attention of audience, makes the material more interesting, facilitates learning and provides a bit of entertainment.

Head nods, a form of gestures, communicate positive reinforcement to the audience and indicate that you are listening


Eye ContactEye is an direct & most expressive part of body• Different ways of Eye Contact• Direct Eye Contact: (Shows confidence)• Looking downwards (careful or guilty?)• Single raised eyebrow (Doubting)• Both raised eyebrows (Admiring)• Bent eyebrows (Sudden focus)• Tears coming out (Emotional either happy or

hurt) ………and many more


• This involves the use of touch to impart meaning as in a handshake, a pat on the back or an arm around the shoulder.

Tactile (Physical)


• The meaning of words can be altered significantly by changing the intonation of voice

• Think of how many ways you can say "no“ or “do you really mean it” or “oh! Come on!”

• You could express mild doubt, terror, amazement, anger among other emotions.

Vocal


ParalinguisticThis facet of nonverbal communication includes such vocal elements as:• Tone• Pitch• Rhythm• Timbre• Loudness• Inflection


Proximity• Cultural norms dictate a comfortable distance

for interaction with audience.• To move around the dais to increase interaction

with audience. • Increasing proximity enables you to make better

eye contact and increases the opportunities for audience to speak & interact!


Public Zone

Social Zone

Personal Zone

Intimate Zone

Physical spaceIntimate

zoneTwo feet

Family & closest friends

Personal zone

2-4 feet

Friends

Social zone

4-12 feet

Business people

Public zone

> 12 feet

Public


• We use posh & stylish clothing and physical things to communicate.

• This can involve expensive & neat things

• It is to communicate our values and expectations.

Image


StyleHow to adapt to diversity of communication styles?Communication styles for each of following differs• The Socializer• The Director• The Thinker• The Relater


Cultural difference


Interference• Anything that distorts or interrupts messages

Noise• Interference in communication process prevents

the message from being heard correctly• External noise: comes from the environment• Internal noise: occurs in the mind of sender &

receiver both

Interference and Noise


• Internal noise can distract and distort your saying & hearing

As a speaker• Keep cool, be prepared & focused• Good rehearsal builds the confidence• To ask intermittent questions & feedback• To set the expectations of the audienceAs a audience• Offer the best & undivided attention• Acknowledge the importance of the subject

Internal noise


Effective communication


• When there is no gap of understanding in the message between sender & receiver

• It enhances the probability of meeting the goalsGood two-way communication is foundation of:• Understanding• Trust• Community• Efficiency• Progress



• Connect• Initiate• Listen• Filter (the “right” amount)• Interpret & Relate• Add Context• Global Perspective• Deliver• …in a timely manner• …to the right people



Unsuccessful communication• It's a process that can be with error, often

misinterpreted by the recipient• It has potential to create confusion,

communication gap or misunderstanding• It can cause a communications breakdown or

create the roadblocks• An effective communicator lessens the

frequency of these problems at each stage of this process with clear, concise, accurate, well-planned communications.


Open communication• Open communication is a key value & to be

ensured• Track record & demonstration of truthful open

communication build credibility & trust• To maintain sincerity, honesty & transparency• Communication about significant happenings

needs to be thoroughly planned. • To decide content, respective speakers,

locations, timing for release & authority


Face-to-Face Communication• Few people prefer face to face communication• Can be friendly & possible to nicely articulate

even for complex topics• Saves time in drafting & reviewing email/print• Does not maintain the record• Might not attract further actions• Either parties can claim misunderstanding if

convenient• Likely to lose trust after bad experience


Interpersonal Communication• Avoid barriers to communication.• Send message which can be eazily understood• Actively listen.• Utilize non-verbal signals.• Give and solicit meaningful feedback.• Adapt to diversity of communication styles… try

multiple channels• Few people communicate only if requested


Online communication• To subscribe to an online service• To learn to use email, groups, chat rooms, and

bulletin boards• To compose letters for email• To be concise; get to the point quickly; few

communication has limited no of letters• To learn customs and manners involved in using

on line services. • E.g. use of all capital letters in email indicates

that you are shouting


• Communication is more than merely keeping the employees updated as to what may be going on in your organization or in the company at large. To do that, all you need is an e-mail message and a computer.

Real communication is to connect, listen & clarify, convey the message to employees

Employee communication


• There is likely to lose some of the part of communication

• In many situations much of message is lost and the message that is heard / understood is often far different than the one intended

• There are likely chances for miscommunication and confusion.

Miscommunication


Is it possible to NOT communicate???

NO

Communication


Communication gap


Poor communication in an organization results in negative outcomes, including errors, productivity declines, distrust, lower morale, confusion, absenteeism, and general dissatisfaction

Poor communication


• Letting a request go unaddressed• Ignoring inputs, to hear for the sake• Getting input and doing nothing with it• Sharing information with only few• Sharing information without context• Meeting with no point, purpose, focus or result

Bad communication


Process


Process


ProcessSource:• Why to communicate?• What to communicate?• Usefulness• Accuracy of InformationEncoding:• Ability to convey the information.• Eliminate sources of confusion like cultural

issues, wrong assumptions, missing information


ProcessEffective decoding:• Listen actively• Reading information carefully• Avoid Confusion• Ask question for better understandingReceiver - Audience or individuals to whom we

are sending the information.The influence for receiver• Prior knowledge helps for better understanding• Blockages in the receiver’s mind• The surrounding disturbances


ProcessFeedback can be:• Verbal Reactions and Non-Verbal Reactions.• Positive feedback and Negative feedbackContext :• Various Cultures (Corporate, Regional,

International, etc)Language• Location (Restaurant, Office, Auditorium)Situation• The sender needs to communicate the context

to the receiver for better clarity


Active Listening


Truly paying attention to what others are sayingListening is an active and involved processAim is to be absolutely certain about message being received

Active listening


ListenFocus on the

• Listener ( not yourself)• Message ( not the words)• Success (not the alternatives)

• To judge the content, not the messenger or delivery

• Visualize a positive outcome• Take a deep breath, relax, and be yourself• Do your homework, know what you want to say• Control your negative self talk• Speak from the heart rather than making

impression or the ego


• To start comfortably, may be by greeting• To listen sincerely & with empathy• To demonstrate passion towards listening• To ask friendly questions• To attend to non-verbal cues, body language,

tone of voice & words; listen between the lines• To state your stand openly; be specific• To demo understanding• To use techniques -ask, repeat, rephrase, etc.• To ask as many detail, views or suggestions

how not to interrupt• To reconfirm the understanding

Developing active listening


• To communicate the feelings, Don't get angry• To comprehend before you judge • Be validating, not invalidating• To acknowledge other's uniqueness, importance• To be aware of the defensiveness & adjustment

needed.



• To be descriptive, not evaluative• To describe objectively, reaction & consequence• To be conjunctive, not disjunctive• To own - use "I", not "They“• To practice supportive listening, not one way

listening • To decide on specific follow-up actions and

specific follow up dates • Not to react to emotional words, but interpret the

purpose • Not to totally control conversation; acknowledge

& reconfirm what was said • Do not threaten



Active listenerUnderstand your own communication style• High level of self-awareness to create good &

long lasting impression• Understand how others perceive you• Avoid changing with every personality you meet• Make others comfortable by appropriate

behavior that suits your personalityUse normal communication• Smile, Gestures, Eye contact, Your postureGive Feedback• Summarize to ensure that you understand.• Reconfirm what you think you heard


Active listenerBe an active listener• Listen with a purpose.• One part of human mind pays attention, so it is

easy to go into mind drift.• If it is difficult to concentrate then repeat the

speakers words in your mind• Allow your conversation partner to speak• Respect the other person’s point of view• Concentrate on the conversation• Only hearing for the sake might miss vital

information


Feedback


Feedback has three main functions:• Insight• Adjustment• AssuranceFeedback should be• Specific• Timely• Descriptive• Sensitive• HelpfulIntension is to support for improvements

Feedback


• Be aware why people hesitate to give feedback• It is crucial that we realize how critical feedback

can be and help to overcome our difficulties• It is very important and can be very rewarding,

help to improve • It requires skill, understanding, courage, and

respect for yourself and others• Request for feedback, particularly weaknesses

to improve & seek for guidance

Feedback


• Maintain a high degree of feedback throughout the communication process.

• Feedback taps basic human needs, to improve, to compete, to be accurate; people want to be competent.

• Feedback can be reinforcing; almost always appreciated and motivates people to improve.

Feedback


Feedback• To ask questions to audience• To clarify your message• To improve understanding• To get deeper into the issues• To discover motives• To show interest by asking questions about

ideas and experiences• To avoid questions that pry into personal

matters. • To be sensitive when asking questions , frame

them tactfully


Giving feedback• Comments to be intended to help recipient.• Speak directly and with feeling• Describe what the person is doing and the effect

the person is having• Don’t be threatening or judgmental• Be specific, not general, use clear and recent

examples• Give feedback when the recipient is open to

accepting it.• Check to ensure the validity of your statements.• Include the points which could be acted• Don’t overburden than person can handle


Receiving feedback• Don’t be defensive.• Take feedback positively & as a opportunity to

improve• Seek specific examples.• Be sure you understand (summarize).• Share your feelings about the comments.• Ask for definitions.• Check out underlying assumptions.• Be sensitive to sender’s nonverbal messages.• Ask questions to clarify.


Positive feedback


Barriers


Any obstacle that blocks communicationAudience related• Ineffective listening• Wrong Perceptions, Attitude• Annoying or distracting mannerismsSpeaker related• Speech related problems• Lack of trust• Evaluation or judgment process• Appropriateness of language or other

expression of the message (internal noise)External noise

Barriers


• To match characteristics of message & channel• To choose carefully method of sending• To minimize inconsistencies between words,

style of speaking, facial expressions, posture.• To choose appropriate words and language• Ability & style sender encodes a message• Perception and perceptual selection processes

Interpersonal Barriers


Barriers


Barriers To Communication• Frames of Reference• Semantics• Value Judgments• Selective Listening• Filtering• Distrust


• Perception - How we perceive people, their motives, and intentions.

• Perceptual selection – Choosing selectively• Perceptual Biases - Assuming characteristics of

person without validating• Past experience & Interpersonal relationships• Receiver distortion : selective hearing, ignoring

non-verbal cuesHow to minimize this barrier?To improve • Self-awareness of values, beliefs, and attitudes• Understanding and sensitivity towards others

Interpersonal Barriers


• To advice supervisor to minimise physical distractions noise, equipment breakdowns, etc

• To optimise information overload & manage time• To choose timing for sharing the message• To simplify technical language & vocabulary• Reduce impact due to status difference by way

of connect• Task and organization structure requirements

defines who talks to whom & its content• Absence of formal channels – to implement

upward, downward & horizontal channels

Organisational barriers


Removing barriers• To deliver messages effectively, to break the

barriers in each stage of the process.• If your message is too lengthy, disorganized, or

contains errors, you can expect the message to be misunderstood and misinterpreted.

• Poor body language & too much information offering confuse the message

• To understand audience’s culture, making sure you can converse and deliver your message to people of different backgrounds and cultures


Tips


RequirementsEffective communication requires • Deep awareness and • A committed, cooperative effort • Voluntarily contribution• Willingness of either sides


Johari window


Communication skills and effectiveness can be improved

Improve communication skills


Understand the audienceAudience would have vast array of motivations, expectations, values, style and culture that need to be recognized to communicate effectively

By understanding audience, select the best style, channel, vocabulary, volume, sentence structure, content, format, gesture, body language, and timing to communicate successfully


Have a clear message• Message should be clear in mind of speaker

before being delivered• It is aligned with vision, mission, objectives,

strategy, views, proceedings, commitment• Vague thinking or unclear objectives would

communicate message with the same attributes• Formulate the hierarchy of the message

• Context• High level• Details


Interact• Win the audience at the start• Engage them throughout• Interact with them

• Participation• Agreement or disagreement• Question & Answer• Feedback

• Keep interest alive


Don’t be defensive• When negative information or criticism is

involved. defensiveness is a typical response • To keep defensiveness to moderate• To be ready for the likely defense too


Privacy of communication• Some subject needs privacy for discussions

• An employee's work performance• Disagreement about company policy• Difficulties with your supervisor

• To keep confidential • Personal problem reported by employee• Personal information shared in confidence

• To seek exception to adhere company policy


Prioritize• In communicating, favour local issues,

especially serious business issues• Business results• Customer feedback• Future of the business• Communication issues which arise at local level

(e.g. cross-functional issues, rumours) to be addressed by those involved without delay


Strategise talk• Think before you talk• Know your message• Get to the point quickly• It should be easier for the listener to remember• Know the outcome you want from your

conversation• Practice the power of persuasion• Practice the power of persuasion.• Know something about the people before talking• For objective to be successful, plan in advance

what you want to say and what you want to accomplish

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Control fear & anxietyFocus on the

• Listener ( not yourself)• Message ( not the words)• Success (not the alternatives)

• Visualize a positive outcome• Take a deep breath, relax, and be yourself• Control anxiety about the results• Do your homework, know what you want to say• Control your negative self talk• Speak from the heart rather than making

impression or the ego


Think before talking• Pause , think and consider what you want to say• Choose appropriate words that clearly express

the message• Decide the tone • Determine the outcome• Know your audience, their viewpoint and level of

understanding about the subject matter• Shape your message to be easily understood


Believe in message• To speak with passion and conviction• To allow your feelings. delivery, body language

and voice to flow naturally• To show your enthusiasm• To avoid faking it or you risk losing your

credibility


As a speaker• To ask questions, including open ended

questions• To rephrase questions or responses for the

listener to evaluate• To define terminology so there is less chance of

misunderstanding• To offer alternatives/suggestions for the listener

to evaluate• To reduce listener's spare time by use of vocal

and visual cues as well as use of stories, humour and metaphors


As an audience• To focus on speaker• To listen to speaker and interact by actively

giving the speaker verbal and nonverbal feedback.

• To use such nonverbal cues as nodding or smiling

• To concentrate on the speaker’s point of view• To review or mentally check to see if you are in

agreement


Use mind mapping• To write a main point, central thought or idea• To circle the main point ,central thought or idea• To map the points you are thinking about. • You will generate more ideas ,map the

relationships among key words, write less than in conventional note taking; and have more fun.


Effective presentation skillsPresentation Skills while appearing for an interview.• Dressing sense (Males & Females), • Documents needed to be carried,• Body language (while standing, while sitting,

while walking),• Attitude (Soberness, Soft words, avoid western

accent),• Confidence (while talking, body movements,

aggression, etc).


AttributesDescriptive versus evaluative• Avoid judgment• Describe objectively• Focus on the behavior• Your reaction not the attributes of others• Focus on solutionsConjunctive not disjunctive• Lack of equal opportunity to speak?• Extended pauses?• Who controls the flow?Two way not one way• Listening by responding


DiversityHow to facilitate communication with diversity?• Assume differences• Emphasize description• Empathize• Treat Interpretations as guesses


Convey message• To know & share the major points, follow

hierarchy like• Context• High level points• Details

• To articulate or Paraphrase to re-emphasize• To tactfully ask your listener for feedback• To ask questions to confirm understanding of

the listener


State the problem Supply supporting evidence State the remedy you seek. What do you want done about it? Hold your temper Avoid attacking the person listening to your complaint Let them know when you want corrective action completed

Map the complaint• To state the problem• To supply supporting evidence• To state the remedy you seek• What do you want to do about it?• To hold your temper & to avoid attacking the

person listening to your complaint• To let them know when you want corrective

action completed• Also convey you may plan to consider other

approaches


Focus on point• To write a one sentence : purpose statement

before writing letter, thesis or speech• To answer the question," What is my point ? “• To put your major point or request first• To use the who, what, where ,when, why and

how format to keep message focused and brief• To write and rewrite until you are able to capture

the idea in one sentence• To avoid the risk that your listener or reader will

interrupt before you get to a major point• In closing , reiterate your point


Focus on point• To make your requests as specific as possible• To ask for information• To ask help first from those closest to you. They

are more likely to give a positive response• To guard against feeling rejected when the

request you make is not granted• To expect a favorable reply• To visualize yourself receiving what you ask for• Formulate positive affirmations and repeat them

aloud to yourself to develop a belief that you shall have what you ask for

• Remember to say “ Thank You “


BFIR technique• Wonderful technique for articulating

communication in difficult situation - BFIR - behavior - Feeling - Impact - Request

• Speak about behavior which you did not like, convey feeling and impact, and then request for correction going forward!

• Suspect your own judgment always, recheck..assumption you made might be wrong!


• To use the plural instead of singular pronouns• Be consistent in addressing women and men of

the same rank or status. • To use gender neutral terminology. For

instance ,use “workforce” instead of “ manpower”

• To provide guidance for both sexes on invitations eg “ business attire” instead of “ coat and tie”

• Frequently ,women are addressed by their first names while men are called “ Mr. Surname”

Gender neutral


Personal touch• To help people to relate to you by sharing

personal experiences• To build a source of personal examples by

keeping a journal• To use stories from your past to illustrate the

message you want to leave with your listeners


Express emotions• To describe your feelings as well as facts• To set limits, extreme emotions become a

barrier• To indicate that you are approachable• To use body language as a part of your

emotional expression


Use short sentences• To avoid run-on, rambling sentences• To review your written notes and see if

conjunctions can be deleted to form two sentences


Reading - Remain upto date• To question the intent of the reporter. To check

bias of reporter?• To think as you read or listen. You are not

required to accept everything as factual• To find another reporter’s point of view• To discuss events with your acquaintances• Do not expect everyone to interpret events in

the same way• To scan all sections of newspapers eg sports,

finance, arts


Reading - Inspirational• To read inspirational books• To subscribe to newsletters or pamphlets which

provide regular readings to lift the spirit• To begin to form a habit of regularly reading

inspirational thoughts and verses• To carry internet sources for inspirational

messages• To read or write poetry that inspires you


Non verbal tips - Presence• Be aware of your role and audience• Be with your inner self• To derive strength & awareness through

confidence and poise• To sit and stand erect• To let nonverbal cues reflect the message • To signal your self esteem and power• To draw attention to yourself in a positive way• To let body language agree with spoken words• To realize that others are getting an impression

of you during the first visual or verbal contact


Non verbal tips - Dressing• What dress is considered appropriate• Remember clothing sends the message • Before you say a word, what you wear make the

first impression• To wear clothing that is congruent with your

verbal message.


Non verbal tips - Smile• To use a smile to signal that you are in a

pleasant mood, positive and approachable• To practice smiling in front of a mirror to gain

confidence . • To see how you look with a broad showing teeth

parted ,possibly leading to a soft laugh• To smile to indicate a positive attitude:

• Respect for the other person• Friendliness• Openness


Non verbal tips - Touch• To be sensitive to the fact that when you touch

someone, you are invading their space• To indicate warmth, caring and understanding• To develop the techniques of proper touching• To place your hand gently on the shoulder as a

sign of friendly conversation• To break contact immediately if there is any

resistance• To never use touch to enforce your will upon

another person. That's against the Law.


THE SEVEN C’s OF EFFECTIVE COMMUNICATION

Business communication


• Completeness• Conciseness• Consideration• Concreteness• Clarity• Courtesy• Correctness

Seven “C”


• Business message is complete when it contains all facts the reader or listener needs for the reaction you desire.

• As you strive for completeness, keep the following guidelines in mind;

• Provide all necessary information.• Answer all questions asked.• Give something extra when desirable.

Completeness


• Answering the five W’s helps make messages clear: Who, What, When, Where, and Why.

• Answer precisely all the questions asked• Give extra when desirable – Make a good

judgment in offering additional information if the sender’s message was incomplete or in doubt

Provide necessary information


• Conciseness is saying what you want to say in the fewest possible words without sacrificing the other C qualities. A concise message is complete without being wordy.

• To achieve conciseness, observe the following suggestions;

• Eliminate wordy expressions.• Include only relevant material.• Avoid unnecessary repetition.

Conciseness


• Use single words in place of phrases• E.g. Use “now” instead of “at this time”• Use “because” instead of “due to the fact that”• Wordy: We hereby wish to let you know that our

company is pleased with the confidence you have respond in us.

• Concise: We appreciate your confidence.

Be precise


• Consideration means preparing every message with the receivers in mind

• Try to put yourself in their place• You are considerate, you do not lose your

temper, you do not accuse and you do not charge them without facts. the thoughtful consideration is also called “you-attitude”.

• Focus on “You” instead of “I” and “We”.• Show audience benefit or interest in the

receiver.• Emphasize positive, pleasant facts.

Consideration


• Communicating concretely means being specific and definite rather than vague and general.

• Often it means using donatives (direct, explicit,) rather than connotative words (ideas or notions)

• Guidelines for composing concrete message• Use specific facts and figures.• Put action in your verbs.• Choose vivid, image building words.

Concreteness


• Getting accurately the meaning from you to the reader is the purpose of clarity.

• Choose precise, concrete and familiar words.• Construct effective sentences and paragraphs.

Clarity


• True courtesy involves being aware not only of the perspective of others, but also their feelings.

• Courtesy stems from a sincere you-attitude.

Following suggestions for a courteous tone• Be sincerely tactful, thoughtful, and

appreciative.• Use expressions that show respect.• Choose nondiscriminatory expressions.

Courtesy


• At the core of correctness is proper grammar, punctuation, and spelling.

Following three characteristics are applied• Use the right level of language.• Check accuracy of figures, facts, and words.• Maintain acceptable writing mechanics.

Correctness


Organisational Communication


Role of team leader• To make important information available to team

leaders in time to further communicate• Information to be both cascaded down across or

direct to team leaders as appropriate• It is better to over-communicate than under-

communicate. • To clarify on information is available and to be

communicated• To communicate regularly with team members

on a formal and informal basis & seek feedback


• To plan for regular training sessions• To train regularly the staff for effective

communication to team leaders & managers• To make communication materials and support

available to team leaders & managers as appropriate

• To check effectiveness of the training• To share feedback & results about training

Training


• All communication must be truthful• Impact and consequences of communication

determined in advance and taken into account• To communicate periodically about

performance. There should not be any surprises• Timing of the information to be the same time to

everyone concerned & interested• The special communication needed for

employees working in shift or remote locations• Mischievous communication (rumours) not to be

tolerated

Respect individuals


• To communicate bad news speedily, in advance, even if the full impact of the message is not yet clear, setting the appropriate context. It will strengthen the trust.

• Rumours in the workplace to be addressed with effective communication as soon as is possible

• Contradictory situation• Avoiding controversial issues• Delaying communication "until all details are

clear" • Communicating "need to know" information

Positive & negative news


• Supervisors need to be responsible for effective communication in their teams

• They need to communicate face-to-face but not necessarily in meetings. It is fine to communicate one-to-one

• Supervisors to consult with and involve their team members in decisions encouraging participative ways

• They also need to represent employees to management, passing on employees' feedback, suggestion, ideas, questions and concerns.

Supervisors' accountabilities


Communication by supervisor• Supervisors have a good knowledge of what's

going on in the organization. • Supervisors' effectiveness to be measured• “What get measured gets done"• This can be done using appraisal system, or

conducting communication survey asking subordinates & peers to rate communication effectiveness of a person, quality and frequency.

• Also suggestions are invited to improve. The results are fed back to the person and managers


Measure effectiveness• Be serious about internal communication• Plan to measure communication effectiveness

periodically by audit or employee survey. • To use a questionnaire or focus groups, or both• Online questionnaires are good for

measurement and for gathering the opinions of employees at onsite locations

• With online questionnaire surveys it's usually cost effective to survey all employees.


Measure effectiveness• Focus groups are good for getting very detailed

feedback from employees• Knowing exactly how to improve is more

important than measurement. • To get representative sample of employees in a

few key locations• It's best to use both a online questionnaire to all

employees followed up by some focus groups to investigate specific problems or areas


Managers• Manager to be responsible for effective two way

communication & need to strongly commit• Managers are the vital link between staff and

senior management and are in the best position to communicate management’s priorities to staff and to relate ideas and feedback from staff to management.

• Manager is constantly advising, informing, explaining, discussing, reviewing, counseling, guiding, suggesting, persuading, convincing, coaching, humoring, and responding.


• Having regular one-on-one meetings • Having regular stand up meeting with staff• Sharing information quickly about updates,

decisions, expectations, etc• What was planned activity?• Was that completed?• If not, what is the reason?• What is plan to overcome the hindrance?• When would it be completed?• What is impact of delay?• What is plan to overcome delay?

Meetings & Updates


• Employees seek and deserve a manager who is open, accessible, good listener to their say, interact and responsive.They will trust, respect & support deeplyManager far more likely to identify issues before those become problems, and solve problems before they become crises

Better manager


• Formal writing is characteristics of business writing, even more so if it is for E-mail message

• Check Accuracy of Figures, Facts, and Words• Review yourself• Check of data is to have another person read

and comment on the validity of the material.More Formal Less formalParticipate

Procure

Endeavor

Join

Get

Try

Formal wording


• Own clearly, convey the truth• Be sincere & honest• Phrase/ Articulate accurately• Complete & specific, Remove redundancy• Keep hierarchy from high level to detail• Try to be congruent• Ask for feedback• Aligned to frame of reference• Convey right emotions• Describe other’s behavior without interpreting

or hurting

Sending message


• Do not evaluate content & feeling while listening/reading

• Respect perseverance of sender’s feelings• Interpret sender’s message & seek confirmation• Negotiate till there is agreement & conclude• Conclude “agree to disagree” if there is

disagreement

Receiving message


• Communication & its components• Communication attributes• Effective Communication • Process• Active listening• Feedback• Barriers• Tips• Business Communication

Summary


Thank You