Download Slide 1

Effective Communication
Ground Rules
• Please switch off your mobiles.
• Make it an interactive session.
• Brainstorming session
• Above all
•
Lets agree to Disagree
Index
•
•
•
•
•
•
•
•
Effective Communication
Verbal and Non-Verbal Communication
Facial Expression
Body Language
Listening Skills
Dressing Sense
Managing the conflict
10 positive interactivity
Communication
• Find Out what your Listener wants
• Know what you want to say
– Control Fear
– Stop Talking and Listen
– Think before you talk
– Believe in your message
– Repeat Major Points
– Find Out what your Listener wants
• Communication: A Definition
Communication is the process of exchanging
information by the use of words, letters,
symbols, or nonverbal behavior.
Improved
stakeholder
response
Enhanced
professional
image
Clearer
promotional
materials
Quicker
problem
solving
Effective
Communication
Stronger
business
relationships
Stronger
decision
making
Increased
productivity
Steadier
work
flow
Types of communication
Verbal
Non - Verbal
Steps in the Communication Process
•
•
•
•
•
Sender
Message
Channel
Receiver
Feedback
Basics of Effective Communication
It matters not so much what you say as it does
how you say it.
• Your communication style is a SET of various
behaviors and methods of relaying information
that impact all facets of life.
Basics of Effective Communication
It matters not so much what you say as it does
how you say it.
• Your communication style is a SET of various
behaviors and methods of relaying information
that impact all facets of life.
Basics of Effective Communication
• Learning all communication styles is important in order to
avoid communicating in less effective ways and in order
to recognize those styles in others so as to be able to
deal with them.
• People are not difficult. They only seem difficult to the
extent that we do not have the skills to deal with what
they bring to the table. It is our lack of knowledge that
makes the situation difficult.
Passive, Aggressive, and Assertive
Communication
Understanding Verbal Communication
Styles
Passive Communication
• Allowing our own rights to be violated by failing to
express our honest feelings.
• The goal of being a passive communicator is to avoid
conflict no matter what.
• Little risk involved – very safe.
• Little eye contact, often defers to others’ opinions,
usually quiet tone, may suddenly explode after being
passive too long.
Examples of Passive Communication
•
•
•
•
•
•
“I don’t know.”
“Whatever you think.”
“You have more experience than I. You decide.”
“I’ll go with whatever the group decides.”
“I don’t care. It doesn’t matter to me.”
“Yes, yes, yes, yes, yes, yes, yes. . . NO!”
Aggressive Communication
• Protecting one’s own rights at the expense of others’ rights –
no exceptions.
• The goal of the aggressor is to win at all costs; to be right.
• Does not consider actions a risk because this person thinks
they will always get their way. It is risky in terms of
relationships
• Eye contact is angry and intimidating; lots of energy; loud and
belittling; never defers to others, or at least does not admit to;
manipulative and controlling. Often uses violence or verbal
abuse.
Examples of Aggressive Communication
• “I don’t know why you can’t see that this is the right way
to do it.”
• “It’s going to be my way or not at all.”
• “You’re just stupid if you think that will work.”
• “ “Who cares what you feel. We’re talking about making
things work here.”
Assertive Communication
• Protecting your own rights without violating the rights of
others.
• The goal of the assertive person is to communicate with
respect and to understand each other; to find a solution
to the problem.
• Takes a risk with others in the short run, but in the long
run relationships are much stronger.
• Eye contact maintained; listens and validates others;
confident and strong, yet also flexible; objective and
unemotional; presents wishes clearly and respectfully.
Examples of Assertive Communication
• “So what you’re saying is. . . .”
• “I can see that this is important to you, and it is
also important to me. Perhaps we can talk
more respectfully and try to solve the
problem.”
• “I think. . . I feel. . . I believe that. . . .”
• “I would appreciate it if you. . .”
• Let me understand your thoughts on this…
Which is the Best Style?
• All styles have their proper place and use.
• Assertive communication is the healthiest.
– Boundaries of all parties are respected.
– Easier to problem-solve; fewer emotional
outbursts.
– It requires skills and a philosophy change,
as well as lots of practice and hard work.
– When both parties do it, no one is hurt in
any way and all parties win on some level.
NON-VERBAL
COMMUNICATION
Nonverbal Communication in
Organizations
NON-VERBAL
COMMUNICATION
The study of non-verbal communication
examines how messages are communicated
through physical behaviour, vocal cues and
spatial relationships.
The total impact of a message breaks down
like this:
• 7 percent verbal (words)
Hello!!
• 38 percent vocal (volume, pitch, rhythm, etc)
• 55 percent body movements
(mostly facial expressions)
Nonverbal Communication in
Organizations
•
􀁺 Environment
•
􀁺 Body placement
•
􀁺 Posture
•
􀁺 Gestures
•
􀁺 Facial expressions and movement
•
􀁺 Clothing, dress, appearance
• Effective communication is the
combined harmony of verbal and
nonverbal actions.
• Nonverbal communication consists of
body movement, facial expressions and
eye movement.
Major areas of nonverbal behaviors
are:
• Eye contact
• Facial expressions
• Gestures
• Posture and body orientation
• Proximity
• Para linguistics
EYE CONTACT
EYE CONTACT
• The eyes can give clues to a person’s
thoughts.
• When someone is excited, his pupils
dilate to four times the normal size.
• An angry or negative mood causes the
pupils to contract.
EYE CONTACT
• Good eye contact helps the audience
develop the interest in the speaker.
• Eye-contact helps regulate the flow of
communication and reflects interest in
others.
EYE CONTACT
• Direct eye-contact conveys interest,
warmth, credibility and concern.
• Shifty eyes suggest dishonesty.
• Downward gaze may be a sign of
submissiveness or inferiority.
FACIAL EXPRESSIONS
FACIAL EXPRESSIONS
• You have 80 muscles in the face that
can create more than 7,000 facial
expressions.
•The facial muscles produce the varying
facial expressions that convey information
about emotion, mood, and ideas.
•Emotional expressions are one primary
result of activity by the facial muscles.
FACIAL EXPRESSIONS
There are six categories of facial
expressions:
• Happiness
• Sadness
• Anger
• Disgust
• Surprise
• Fear
FACIAL EXPRESSIONS
HAPPINESS
“Whoever is happy will make others happy too.”
-Mark Twain
FACIAL EXPRESSIONS
SADNESS
“Sadness dulls the heart more than the
grossest sin”
-Author Unknown
FACIAL EXPRESSIONS
ANGER
“Anger is one letter short of danger”
Author Unknown
FACIAL EXPRESSIONS
DISGUST
A disgusting expression
on the face is considered
negative and should be
avoided in formal
gatherings.
FACIAL EXPRESSIONS
SURPRISE
The eye-brows and the eyes
are most affected in an expression of
surprise.
FACIAL EXPRESSIONS
FEAR
There is nothing to fear, but fear itself.
GESTURES
•Recognizing attitudes conveyed through Body Language
•Right postures to adopt at the Work Place and postures to avoid
•Pick up non-verbal signals from a customers body language
•Facial expressions can enhance or detract verbal communication
•Setting standards of Body Language to drive Customer Delight at
the Public Office
GESTURES
• Gestures communicate as effectively as
words, sometimes even better.
• Gestures support the verbal
communication.
• They sometimes detract from what you
say.
GESTURES
There are some negative gestures
which should be avoided:
• Pointing at people- It is perceived as
accusatory.
• Fiddling with your items-It gives the
impression that you are nervous.
• Dragging the feet-It implies lethargy.
• Head Down- It suggests timidity.
GESTURES
• Drooping shoulders- It implies
weariness and lethargy.
• Weak handshake-It implies meek and
ineffectual personality.
• Shifty eyes- It suggests nervousness.
• Arms crossed on the chest- It is a
defensive gesture.
GESTURES
• Hands in pockets- Shows disrespect,
and that you have something to hide.
• Covering your mouth- It suggests you
are lying.
• Shaking feet or legs- It shows
indifference and disinterest.
Avoid these hand gestures
Use these hand gestures
POSTURE AND
BODY ORIENTATION
POSTURE
• Body posture can be open or closed.
• Interested people pay attention and
lean forward.
• Leaning backwards demonstrates
aloofness or rejection.
POSTURE
• A head held straight up signals a
neutral attitude.
• A head down is negative and
judgmental.
• A head tilted to the side indicates
interest.
POSTURE
Some negative postures should be
avoided:
• Rigid Body Posture-Anxious/ Uptight
• Hunched Shoulders –Lacks interest/
Feeling inferior
• Crossed Arms-Protecting the body/
Negative Thoughts
What impression do the following people give
you?
What impression do the following people give
you?
PROXIMITY
Proximity is the distance people
maintain between themselves while
talking.
PROXIMITY
•
•
•
•
DISTANCE ZONES
Intimate Zone- No more than18 inches
apart (mother and baby)
Personal Distance-18 inches to 4 feet.
(Casual and personal conversations).
Social Distance-4-12 feet (impersonal,
business, social gatherings)
Public Distance-More than 12
feet( Public speaking)
PROXIMITY
• Space/Distance as an indicator of
intimacy-The more we get to know
each other the more we are permitted
into each other's personal space
• Space/Distance as an indicator of
status- Executives, presidents of
colleges, government officials have
large offices with big space...
secretaries have small space
PARALINGUISTICS
• Para linguistics are what accompany
your words to make up for its true
meaning.
• Paralanguage refers to the vocal aspect
of communication.
PARALINGUISTICS
Components of Para linguistics are:
• Rate of speed- When a speaker
speaks too fast, he is seen as more
competent.
• Pitch-Pitch should be changed in
accordance with the context of spoken
words.
PARALINGUISTICS
• Volume- It refers to loudly we
speak.Loud people are perceived as
aggressive or over-bearing. Soft-spoken
voices are perceived as timid or polite.
• Fillers- Words like “umhh” “ah””aaa”
are used to gather thoughts.
Remember
Its Fun to be Good !
Let ‘Em Hear you are
Listening
Listening
TWO
AND
ONE
Nature has intended us to LISTEN twice
as much as we speak!
• Decide to be a better listener .
• Remember - hearing is only physical , listening is
intellectual.
There are four basic components to effective listening
listening with empathy
listening with openness
listening with awareness
listening actively
Listening with Empathy
Sometimes we do not listen to others because
we are not interested in what the other person is saying
we do not understand what the other person is saying
we do not agree with the other person
Listening with Empathy
To listen with empathy, try to identify what needs the other
person is trying to meet
Ask yourself these questions:
What need is this person’s emotion(s) coming
from?
What danger is the person experiencing?
What is he or she asking for?
Listening with Empathy
Sometimes we do not listen because
we do not want to hear what is being said
we feel threatened by the content
we fear being wrong
we cannot believe that an unlikable person has
something to say that is worth considering
Listening with Openness
To listen with openness, imagine you are a
detective trying to get all the facts. You are
trying to find the truth.
View the information from the perspective of the other
person.
Consider the other person’s background, culture,
history, etc.
Listening with Awareness
There are two components to listening with awareness:
being aware of conflicts between what is being said
and your own knowledge base
being aware of conflicts between the content of the
message and the body language of the speaker
(tone, voice inflections, stance, etc.)
Recognizing that conflicts can be a tool for making the
verbalized message more accurate.
Active Listening
Active listening means to be verbally involved with the
communication.
Active listening helps us to keep our minds focused on
the communication.
The three elements of active listening are
paraphrasing
clarifying
feedback
More types of Listening
• Informative Listening
• Relationship Listening
• Appreciative Listening
• Critical Listening
• Discriminative Listening
Barriers to listening
• Hearing what you want to hear called selective listening
• Thinking of what you are going to say next
• Distractions such as co-workers, noise, side
conversations etc.
• Thinking about the previous customer call
• Worrying about the next customer call or work in general
• Stress
• Getting involved emotionally (instead of logically)
• Holding preconceived ideas about the caller’s inquiry
• Thinking about personal issues
• Boredom
• Making assumptions rather than asking questions
Remember
Its Fun to be Good !
LUNCH BREAK
Managing Conflict in
Organizations
Management ?
What is Conflict?
• Many definitions, but several common themes
– Parties must perceive conflict
– Opposition or incompatibility
– Some form of interaction
• Our definition: A process that begins when one
party perceives that another party has negatively
affected, or is about to negatively affect,
something that the first party cares about. The
process usually involves one party or group
working for its own interests and in opposition to
the interests of the other group or individual.
Why Conflict Arises
Type “A” Personality
Vs.
Type “B Personality
Type ”A” Personality
• Highly Competitive
• Strong Personality
• Restless when
inactive
• Seeks Promotion
Punctual
• Thrives on deadlines
• Maybe jobs at once
Type “B” Personality
•
•
•
•
•
Works methodically
Rarely competitive
Enjoys leisure time
Does not anger easily
Does job well but
doesn’t need
recognition
• Easy-going
Aggressive People
• Body language
– Stiff and straight
– Points, bangs tables to emphasize points
– Folds arms across body
• Verbal language
– “I want you to…”
– “You must…”
– “Do what I tell you!”
– “You’re stupid!”
Aggressive people
are basically
insecure….. Try to
avoid them.
Submissive people
• Body Language
– Avoids eye contact
– Stooped posture
– Speaks quietly
– Fidgets
• Verbal Language
– “I’m sorry”
– “It’s all my fault”
– “Oh dear”
Submissive people
have a great sense
of inferiority
Assertive People
• Body language
– Stands straight
– Appears composed
– Smiles
– Maintains eye contact
• Verbal language
– “Let’s”
– “How shall we do this?”
– “I think… What do you
think?”
– “I would like…”
What Are Some of the
Common Types of Conflict
Found in Organizations
Today?
Types of Conflict
•
•
•
•
Within an individual
Between two individuals
Within a team of individuals
Between two or more teams within an
organization
Causes of Conflict
• Conflict of aims- different goals
• Conflict of ideas- different
interpretations
• Conflict of attitudes - different
opinions
• Conflict of behavior- different
behaviors are unacceptable
Stages of Conflict
• Conflict arises
• Positions are stated and hardened
• Actions, putting into action their
chosen plan
• Resolution???
Preventing Conflict
• Assess positive and negative
personality traits of people involved
• Determine personality type
– Aggressive
– Submissive
– Assertive
• Assess if people are introvert or
extroverts...
Preventing Conflict
• Review past conflicts
• Assess communication skills of those
involved
• Read body language of participants
Preventing Conflict
• Try to reduce conflict
– Realize that communication is colored by
personal experience, beliefs, fear,
prejudices
– Try to be neutral
– Plan the timing and place of the
conversation
– Realize that outside stress may add to
confrontation
– Eliminate/reduce external interruptions
Preventing Conflict
• Manage the language used
– Neutral vs. loaded words
– Reduce technical language
– Allow for cultural differences in language
– Words may have different meanings for
different people…ask them to elaborate
Personalities who cause conflict
•
•
•
•
•
Aggressor
Passive
Absentee
Error prone
Negative
attitude
• Chatterbox
• Do nothing
Personalities who cause conflict
• Unreliable
• Time waster
• Resentful person
Ways of Responding to Potential Conflict
High
Compete
Assertiveness of
Collaborate
Compromise
Response
Avoid
Accommodate
Low
Low
Similarity of Goals
High
Thank You