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Contents
Objective of this workshop
Communication process
Communication Barriers
Tools of Effective Communication
Non-Verbal Communication
NVC & Interpersonal Relationships
Channels of Communication
Downward, upward, Lateral & External
Communication
Points to remember while communicating with
External Customers
Tips for writing letters
Final Message
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Objective of the Workshop
To enable participants to understand
the process of communication.
Make participants understand their
individual personality & style and to
be able to use them effectively in
their work.
Make
participants
realize
the
importance
of
Non-verbal
communication.
Make
participants
realize
how
difference of perception affects the
communication process.
Emphasize
the
importance
of
effective listening skills
The purpose of Communication is for
co-ordinating
action,
sharing
information, reducing uncertainty and
expressing emotions.
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Objective of the Workshop
Develop participant’s abilities to
give constructive feedback.
Realize
the
importance
of
communicating in certain ways,
especially in conflict situations.
To understand effective written
communication
principles
and
techniques.
Write with greater clarity and
purpose
Conduct business correspondence
quicker
by
applying
effective
organizational plans of writing to
letters and memos
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Communication
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Communication
“If you can’t express your
good ideas, then you’re at
the
same
level
as
someone
who
doesn’t
even have good ideas.”
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Communication
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Communication
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Communication
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Communication Process
Sender
Message
Received
Feedback
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Communication
The process of sharing by which messages
produce responses.
Communication is the process that two or
more people used to share the information
and meaning.
The purpose of Communication is for
coordinating action, sharing information,
reducing
uncertainty
and
expressing
emotions.
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Coordinating Action
Communication transforms a group of
unrelated individual into a team that knows
what its goal is and how it will try to reach
them.
Sharing Information
Communication allows people to coordinate
their action by providing them with a way to
share information.
Reducing Uncertainty
Sharing information is an important step in
reducing uncertainty, one of the chief purposes
of organizational communication.
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Expressing Emotions
Communication also allows people to
express their emotions.
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Importance of Feedback
Feedback
establishes
formal
mechanism by which sender can
check on how the message was
actually interpreted. Feed back
makes communication two way.
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Characteristics of Feedback
Specific
Timely
Clear
Valid
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Communication Barriers
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Communication Barriers
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Communication Barriers

The human communication system
can be compared with radio. Just
as in radio transmission where
distortion can occur at any point
along the circuits (channel), there
can be similar barriers in human
communication.

Noise

Anything that disturbs or disrupts
the communication process.
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Communication Barriers
Psychological Barriers
Emotional
Perceptual
Selectivity
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PERCEPTION
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Semantic/ Physical Barriers
Semantic Blocks
The study of word choice is called Semantics
so the kind of blocks that’s arise from word
choice are called semantic blocks e.g.
inexpensive vs cheap
Physical Blocks
Another barrier is caused by our own physical
appearance, audience, or the context of the
document or the presentation. In writing,
finger prints or smudges, unclear photocopies,
unreadable printout etc. For speaking,
mumbling, blowing air-conditioning, ringing
phones etc.
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Tools of Effective Communication
 Active Listening
 Focusing on Non-Verbal
Communication
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Active Listening
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Active Listening
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Active Listening
We hear half of what is said
We listen to half of what we hear
We understand half of what we listen
We believe half of what we understand
And remember half of what we believe
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Active Listening
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Guide to Effective Listening
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Pitfalls of Not Listening
Misunderstandings
False assumptions
Misinterpretations
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Benefits of Active Listening
Encourages other person to talk
Reassures the speaker
Gives you an insight into the buyers’ needs
Helps you remember what was said
Builds rapport
Helps you avoid jumping to conclusions
Helps you focus on customer’s feelings
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Non Verbal Communication
93% Non Verbal
7% Verbal
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Non Verbal Communication
Four important components of Non- Verbal
Communications are:
• Body language
• Posture
• Gestures
• Face & Eyes
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Some signs of Non Verbal Communication
Openness
Boredom
Indifference
Confidence
Nervousness
Uncertainty
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Boredom/Nervousness
Blank stare
Tilting of head
Fidgeting hands
Lack of eye contact
Limp handshake
Inappropriate dress
Fiddling with objects
Tapping fingers on table
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How to improve Non-verbal Communication
Practice & Arrange
Relax & gain confidence
Physical Relaxation
Mental Relaxation
Relaxation as you speak
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Nonverbal
Communication
plays
an
important
role
in
developing
Good
interpersonal relationships
1. Eye Communication
o Learn to look sincerely & steadily at another
person.
2. Good Posture
o Learn to stand upright & move naturally & easily
3. Gestures & Facial Expressions
o Learn to be relaxed & natural when you speak.
When you are comfortable, wear natural smile.
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4. Appropriate Dress & Appearance
o Dress, groom & appear appropriate for the
environment you are in, as well as to yourself
5. Voice & Vocal Variety
o Learn to use your voice as a rich, resonant
instrument
especially
when
you
are
communicating with others in person, on the
phone or in a group setting to command their
attention and not allow your voice to be a barrier
to action.
o Voice should transmit energy in the form of
excitement & enthusiasm.
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6. Language, pauses & non-words
o To use appropriate and clear language for your
listeners, with planned pauses & no non-words.
7. Listener Involvement
o Your style
o Your interaction with the listener
o The actual content of what you say
o Interest of Listener
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8. The Natural Self
o To
be authentic, To be yourself in all
communication circumstances, understanding &
using your natural strengths and building
communication weaknesses into strengths.
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Channels of Communication
Downward Communication
Information flowing from higher levels to lower
levels
Examples of such communication include:
Staff meetings, procedures, policies, instructions,
job description, newsletters, announcement,
memos,counseling sessions, interviews etc.
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Channels of Communication
Upward Communication
o Grievance procedure
o Open-door policy
o Counseling Attitude & Exit Interview
o Sending some report
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Channels of Communication
Lateral Communication
o Communication between people at the same
hierarchical level, but in different functional areas
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Channels of Communication
External Communication
Different ways: Fax
 Letter
 E-mail
 Phone call
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Points
to
Remember
while
Communicating with External Customers
When writing a fax message
Message should consist of






Correct Salutation
Correct Designation and Name of Company
Brief
Clear
Meaningful
Good Conclusion with complete Name, Designation &
Contact Number.
Why are you on the Pay roll.


Who is your customer
Is it the Most important use of My time?
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Tips for writing letters
Appearance:
Should be attractively placed on the page, neither
crowded nor unnecessarily spread out.
Heading
Date
Reference No.
Salutation
Subject
Text of the letter
Conclusion
Complimentary close
Signature
Additional data (if any)
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Fax Message
To:
From:
Company:
Date:
Fax Number
fax
Phone number:
Re:
Your reference number:
Urgent For Review/Please Comment/Please Reply/Please
Recycle
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Interoffice Memorandum
To:
from:
subject:
date:
cc:
Text of the letter
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Communicating with Customers
DOMINANT
Goals/results oriented
Impatient
Task oriented/high achiever
Workaholic
Decisive
Opinionated/ Stubborn/ Blunt
Innovative
Tough/ firm in relationships
Control oriented
Competitive/ Loves challenges
SOLID
Needs people
Good listener
Status QUO/ DISLIKES CHANGE
No risks
No pressure
Counselor/ helps others
Questioning
Insecure/ needs reassurance
Supportive
No conflict
EXPRESSIVE
Dreamer
Un-realistic Goals
Creative, Ideas flow
Needs approval and Compliments
Generalises
Persuasive, Outgoing
Opinionated
Fast Decisions
Excitable
Enthusiastic, Shows confidence
ANALYTICAL
Planner/ Organizer
Details/ technicalities
Slow decisions
Must be right
Conservative/ cautious
Low pressure
Precise/ Critical/ Logical
Problem solver
Persistent
Follows procedures/ Compliant
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4 Main Elements to Written Communication
PURPOSE
CONTENT
STYLE
PRESENTATION
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Demonstrate Listening
Eye Contact
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Opening and Closing a TALK
NEED
TITLE
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Listening Skills
They Talk
You Listen
You Don’t
Interrupt
Pay
Attention
Make Written
Notes of Key
Points
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Summary
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Final Message
“Communication is crucial for
any
kind
of
success
in
business
not
just
getting
promoted, but accomplishing
results with and through other
people, and meeting corporate
objectives”
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