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What is communication? • Communication is the art of getting your message across effectively • It is a two way process – Saying what you mean – Fully comprehending any feedback Good communicators make better managers • • • • • Communicate to get things done Pass on and obtain information Reach decisions Achieve joint understandings Develop relationships Verbal & Non-verbal Communication non-verbal 55% verbal non-verbal verbal 45% Communication Model Message Source Encoding Message Message Channel Feedback Decoding Message Receiver Follow the five ‘Cs’ of Communication • • • • • Clarity Conciseness Completeness Correctness Courtesy Achieving clarity • Be clear about what you want to communicate • Deliver the message succintly • Ensure the message has been clearly & correctly understood Choosing a method • • • • • • Speech – speed & convenience Written word – permanent & orderly Electronic media – Hybrid of both Symbolic Gesture Visual Image Multimedia – Combination of all the above Body Language • • • • • Gestures Posture Facial expression Walking styles position Exercise I for Non-Verbal Analysis Action Crossing legs above the knees Crossing Ankles Pointing the index fingers Placing the hands on the hips Furrow over forehead Raising eyebrows Flare our nostrils Chewing or biting lip Licking of lips Turned up nose Head tilted to one side Interpretation EXERCISE 2 Express the following Joy and happiness Fear Annoyance Surprise Anger Sadness Disgust Fatigue Pain Boredom Concern Exchanging Information • Making contact-initial greeting welcoming • End courteously • Keep in mind cultural difference Passing on information • Company policies ( directly to the persons concerned) • Feedback on performance (state reasons for praise or admonishment) Using the Phone • Strong communication tool • Reduces distances and increases accessibilty Telesales • Write down in advance what you want to convey • Speak slowly and pace yourself with the other person • Always be polite & friendly • Smile – a smiling face encourages a smiling voice and invites a +ve response • Time your call Leaving messages • Start – Name, Phone No., Time of call, message, • End – Name & Phone no. • Use only for short messages otherwise email or fax Using IT • E-mail – fast, saves paper • Fax- fast • Internet- powerful communication tool Internet • Intranet (in-company internets) • Extranet ( suppliers with customers) Company Website • Up-to-date information about your organisation (customers & employees) • e-Business • Get competitive information Chairing a meeting successfully • Circulate agenda and relevant papers before the meeting • Do not manipulate the meeting to your advantage • Stick to the time limit & start on time SMILE You have to activate 43 muscles to frown and only 17 to smile ASSESSING YOUR COMMUNICATION SKILLS Evaluate how well you communicate by responding to the statement given in your sheet. Add your scores together, and refer to the analysis to see how skilled you are at communicating. ANALYSIS 25-50: You are not communicating effectively or enough. Listen to feedback, and try to learn from your mistakes 51-75: Your communications performance is patchy. Plan to improve your weaknesses. 76-100: You communicate extremely well. But remember that you can never communicate too much. Thank You
