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Let us Communicate IN A more better WAY SAM GIRLS COLLEGE, BHOPAL DEPARTMENT OF COMMERCE AND MANAGEMENT Communication Skills Objectives • Define and understand communication and the communication process • List and overcome the filters/barriers in a communication process • Practice active listening • Tips to improve verbal and non verbal communication Meaning of Communication The word ‘communication’ has been derived from the Latin word ‘communis’ which means to participate, to share or to make common. Communication is the process by which we exchange meanings, facts, ideas, opinions or emotions with other people. What is Communication? COMMUNICATION IS THE ART OF ` TRANSMITTING INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON TO ANOTHER.COMMUNICATION IS THE PROCESS OF MEANINGFUL INTERACTION AMONG HUMAN BEINGS. • ITS ESSENCES : PERSONAL PROCESS OCCURS BETWEEN PEOPLE INVOLVES CHANGE IN BEHAVIOUR MEANS TO INFLUENCE OTHERS EXPRESSION OF THOUGHTS AND EMOTIONS THROUGH WORDS & ACTIONS. TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE. IT IS A SOCIAL AND EMOTIONAL PROCESS Communication is a Series of Experiences of Hearing Smell Seeing Touch Taste Success for YOU in the new global and diverse workplace requires excellent communication skills! What are the most common ways we communicate? Written Word Communication Key Elements •Message •Source (sender) •Channel •Receiver •Filter •Feedback CHRACTERISTICS OF COMMUNICATION • MINIMUM TWO PERSONS SHOULD BE THERE • EXISTENCE OF MESSAGE • MAY BE FORMAL OR INFORMAL • CONTINUOUS PROCESS • TWO WAY TRAFFIC • must be a Sender and Receiver Types of Communication Downwards Communication : Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feed back, approval to highlight problems etc. Upwards Communications : It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals. Lateral or Horizontal Communication : Among colleagues, peers at same level for information level for information sharing for coordination, to save time. In modern business environment communication extends beyond written or spoken words to listened word. Visual dimension added by T.V., computers has given to new meaning to communication. COMMUNICATION NETWORKS Formal Network Informal Network : : Virtually vertical as per chain go command within the hierarchy. Free to move in any direction may skip formal chain of command. Likely to satisfy social and emotional needs and also can facilitate task accomplishment. HIERARCHY LEVEL Executive Director Manager Vice President A.G.M. Supervisor 1 Supervisor 2 Manager Supervisor Horizontal Comm. Forman Supervisor 3 The Communication Process Basic Model 5. Feedback travels to sender 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 6. Possible additional feedback to receiver 4. Receiver decodes message TOTAL COMMUNICATION PROCESS 5 Basic Components LEVELS OF COMMUNICATION • VERBAL o Intra verbal: intonation of word and sound o Extra verbal verbal: implication of words and phrases, semantics • NON-VERBAL o Gestures o Postures o Movements • SYMBOLIC Barriers In Communication Process The Communication Process Medium Barrier SENDER (encodes) Barrier Feedback/Response RECEIVER (decodes) Barriers in Communication (that have to do with the COMMUNICATOR) • Unwillingness to say things differently • Unwillingness to relate to others differently • Unwillingness to learn new approaches • Lack of Self-Confidence • Lack of Enthusiasm • Voice quality • Prejudice Barriers in Communication (that have to do with the COMMUNICATOR) • Disagreement between verbal and nonverbal messages • Negative Self Image • Lack of Feedback • Lack of Motivation and Training • Language and Vocabulary Level • Lack of Self Awareness Barriers in Communication (that have to do with the RECEIVER) • • • • • • • Selective Perception Unwillingness to Change Lack of Interest in the Topic/Subject Prejudice & Belief System Rebuttal Instincts Personal Value System Here-and-Now internal & external factors A Classic Case of Miscommunication In Center Harbor, local people recalls the day when Mr. Walter (T.V. Star) steered his boat into port. Mr. Walter was amused to see in the distance a small crowd on shore waving their arms to greet him. He could barely make out their excited shouts: “Hello Walter, Hello Walter!” As his boat came closer, the crowd grew larger, still yelling. Pleased at the reception, Mr. Walter tipped his white captain's hat, waved back, even took a bow. But before reaching dockside, his boat abruptly jammed aground. The crowd stood silent. Mr. Walter suddenly realized what they'd been shouting: “Low water, low water!” Analysis of Flawed Communication Process Sender has idea Warn boater Sender encodes message “Low water!” Channel carries message Message distorted Receiver decodes message “Hello Walter!” Barriers That Caused Miscommunication Frame of reference Receiver accustomed to acclaim and appreciative crowds. "water" and "Walter" sound similar. Receiver more accustomed to speaking than to listening. Barriers to communication • • • • • • • Noise Inappropriate medium Assumptions/Misconceptions Emotions Language differences Poor listening skills Distractions ESSENTIALS OF COMMUNICATION Dos Always think ahead about what you are going to say. Use simple words and phrases that are understood by every body. Increase your knowledge on all subjects you are required to speak. Speak clearly and audibly. Check twice with the listener whether you have been understood accurately or not In case of an interruption, always do a little recap of what has been already said. Always pay undivided attention to the speaker while listening. While listening, always make notes of important points. Always ask for clarification if you have failed to grasp other’s point of view. Repeat what the speaker has said to check whether you have understood accurately. ESSENTIALS OF COMMUNICATION DON’Ts Do not instantly react and mutter something in anger. Do not use technical terms & terminologies not understood by majority of people. Do not speak too fast or too slow. Do not speak in inaudible surroundings, as you won’t be heard. Do not assume that every body understands you. While listening do not glance here and there as it might distract the speaker. Do not interrupt the speaker. Do not jump to the conclusion that you have understood every thing. THANK YOU QUESTIONS