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Communication Process Most common ways to communicate Writing Communication Goals To change behavior To get and give Information To persuade To get action To ensure understanding Why we need to improve communication?? 70 % of our communication efforts are: misunderstood misinterpreted rejected distorted or not heard Critical success factor The majority of your perceived ability comes from how you communicate 55% Tonal 38% Visual 7% Verbal 93% of all Communication is non verbal - SKILL Characteristics of Communication (i) A two-way traffic It is a two-way traffic – upward and downward. Messages, directives, opinions are communicated downward. Likewise grievances, complaints, opinions, feelings, are communicated upward along the line. (ii) Continuous Process It is continuous process. It is repeated to achieve the desired results. It is not a one time shot. (iii) A short-lived process: It is complete as soon as the message is received and understood by the receiver in the right perspective. (iv) Needs proper understanding: There may be numerous media of communication but the main purpose of conveying the message is a proper understanding of the message by the other party. For this purpose, it should be clearly and concisely worded. Contd… (v) Leads achievement of the organizational objective: Effective communication does this by creating the sense of object orientation in the organization. (vi) Dispels misunderstanding: It provides clear understanding between persons and thus builds a bridge of camaraderie among people. Why is communication important Inspires confidence Builds respect in business and social life Helps make friends Develops a distinct personality Reveals your ability to others Objectives of Communication The main objectives are: Conveying the right message: The main objective of communication is to convey the right message to the right person, i.e., to the person for whom it is meant. The message conveyed should be well understood and accepted by the receiver in the right perspective. Coordination of effort: It is an effective tool for coordinating the activities of different persons engaged in running a business. Coordination without communication is a remote possibility. The individuals or groups come to know what others are doing and what is expected from them only through communication. Contd… Good Industrial relations: Communication develops good industrial relations as it conveys the feelings, ideas, opinions and viewpoints of one party to the other party. The two parties-the management and the subordinates come closer through communication. They understand each other and dispel any misunderstanding. Thus, it promotes cooperation and good industrial relations. Development of managerial skills: Communication helps managers to understand human behavior at work. Communication of facts, ideas, opinions, information, feelings etc. add value to the knowledge of managers about various happenings, in the organization and behavior of people. Thus, communication is a process of learning. Scope of Communication Information Sharing: To transmit information from a source to target individuals or groups. Information can be: - policies and rules - changes and development in the organization - Special rewards and awards - Settlements with the union - major changes in the organization Feedback: Give feedback to employees on their achievements - To the departments on their performance - Higher management on the fulfillment of goals Control: Information is transmitted to ensure that plans are being carried out according to the original design. Communication helps to ensuring such control. Scope of Communication (Contd.) Effectiveness of policies: The organization formulates policies and programmes to guide the workforce. These should be conveyed properly to those who are really responsible for the execution of work to achieve the organizational objectives. Only effective communication can translate the policies into action. Effectiveness of the policies can be judged from the success which surely depends upon an effective communication system. Influence: Information is power. One purpose of communication is to influence people. Problem-solving: In many cases communication helps to solving problems. Many meetings are held between the management and the unions on some issues to find solution. Alternative solutions may be held to solve a problem and evolve a consensus. Decision-making: For arriving at a decision several kinds of communication are needed. Scope of Communication (Contd.) Facilitating change: Change can be brought about effectively by communication. Group Building: Communication helps in building relationships. If communication breaks down the group may breakdown. Gate Keeping: Communication helps to build linkages of the organization with the outside world. Communication is a two way process! In order to have good communication: Listen to Understand Understand before speaking Speak to be understood Seek understanding before proceeding Repeat Essentials of good communication Knowledge Spontaneity in conversation Level of conversation Organising your thoughts Participating in discussions Body Language Show v Tell Being a good listener Listening v hearing Common Communication Errors Finishing others’ sentences Preparing our response before someone has completed speaking Multitasking while ‘listening’ Filtering content or meaning based on the speaker Speaking for others (we…) How to be an active listener Set the stage Ensure mutual understanding Understand body language Suspend judgment Behaviors that hinder effective listening Act distracted (look at your watch!) Tell your own story without acknowledging theirs Give no response Invalidate response, be negative Interrupt Criticize Techniques to improve listening skills SUMMARIZE PARAPHRASE Restate what was said in your own words Pull together the main points of a speaker QUESTION Challenge speaker to think further, clarifying both your and their understanding Improving communication Don’t use cliches Brevity Sincerity Don’t praise yourself Avoid argument Be tactful Silence Enunciation Clear, loud, Flexibility of tone Practice For distinct enunciation, every word, every syllable, every sound, must be given it proper form and value. Think of the mouth chamber as a mold, in which the correct form is given to every sound. Will you please move your lips more noticeably? The teeth should never be kept closed in speech. Through practices, we can learn to speak more rapidly, but still with perfect distinctness Ways to gain effective conversation Good use of English – avoid errors Improved vocabulary – overlook v oversee Avoid old phrases Use humour Add interesting story Improve clarity of voice – practice Public Speaking Public speaking is the process of speaking to a group of people in a structured, deliberate manner intended to inform, influence, or entertain the listeners. What does the graphic tell you about this speaker The 5-P‘s Prior Preparation Prevents Poor Performance From effective conversation to speech Overcoming Fear #1 fear Idea of speech Know your subject Know the audience Target their interest Organising the speech Tell them… Developing Your Presentation What is your goal? Research your topic Develop an outline Create or locate learning aids AIDA ttention POWERFUL opener CLEAR connector nterest MAIN BODY esire ction POWERFUL close Developing Your Presentation Making the Presentation Interesting Informative Fun Variety Energy Audience Interaction Practicing Your Presentation Simulate the presentation setting Practice aloud Practice standing up Time your presentation Memorize your opening few sentences Watch yourself in a mirror Presenting Stage fright Feelings follow action Talk ‘to’, not ‘at’ Eye contact Don’t judge your audience Pause Volume Pace PRESENTATION ETHICS NEVER ARGUE NEVER UNDERESTIMATE KEEP TIME LIMIT SMILE PLEASE NEVER SHOW YOUR BACK TO THE AUDIENCE STOP SPEAKING BEFORE AUDIENCE FINISHED LISTNENING
