Communication

The Transfer of information or message from one person to another with mutual understanding is called communication process. Verbal Communication Verbal communication is the written or oral use of words to communicate. Both oral and written communications are taken place in every corner of the organization e.g. telephone calls, meetings, presentations, memo, business letter, and e-mail. Non Verbal Communication Transmission of messages by a medium other than speech or writing. Where all face to face expressions, Persons body language and any other communication takes place like people smiling, Umpire signal of out and traffic signal green light to go because action speaks louder than words. How do we Communicate? 55% Body Language 38% Vocal

7% Verbal It should be visible, vocal and verbal and it can be divided into 4 types.

Personal In anxiety people eat more and talk more Cultural There are some cultural values in every society like shaking hands touching the feet etc Universal it shows happiness and sadness e.g. Laugh and cry is universal. Not related Sometimes people sneeze, winking and rolling tongue on lips.

7 Non verbal communication 1) Body Language or Kinesics1 2) Para Language 3) Artifacts 4) Touching Behavior 5) Environment 6) Proximity 7) Physical Characteristics Body Language or Kinesics The bodily gestures, postures, eye Contact and facial expressions by which a person communicates non verbally with others.

 Para Language Vocal cues like high, soft and low pitch of voice can enhance verbal meaning. Artifacts Physical appearance is also non verbal message because it impact others for example:- how they look? and what they wear? Touching Behavior Touching is also communication which we commonly use every day such as patting on back or giving someone a hug to show that we care. Environment The setup which is associated with communication but not part of it such as seating arrangements, interior decoration, lights, colors and furniture. Proximity Proximity refers to the space which an individual maintains around him for example home in which only family members and close relatives are allowed but not everyone. Physical characteristics Sometimes we assume adjectives of people like we say blacks are criminal and police is dishonest. Ways of Communication There are 3 ways of communication. 1) One way or Monologue communication When information flows only in one direction from the sender to the receiver such as Memo, Fax, e-mail and letter OR

When a person sends a message to another person in which no questions, feedback or interaction followed.

2) Two way communication When sender and receiver interact with each other such as Telephone call or in-person. 3) Transactional communication When sender and receiver interact with more people for instance team meeting for solution of any problem.

Communication Process Figure

Sourc e

Message
Encodi ng

Message
Chann el

Message
Receiv er

Decodi Message ng

Components of Communication Process

The Source The source is the person who is creating or establishing the message. Encoding The act of producing message for example speaking or writing is termed as encoding. The Message The message is the final product after the source encoding such as letter and e-mail.

The Channel The channel is the medium through which the message travels such Fax Machine, Telephone, and Gmail Decoding The act of understanding the message is known as decoding such as the receivers ability to read the message. Receiver The receiver is the object to whom the message is directed. Feedback The final link in the communication process is a feedback loop. It indicated how much we have been successful in transferring the message as we intended.

Communication Barriers
Communication barriers are those hurdles which emerge during communication and leads to misunderstanding by the receiver. Two types of barriers i) Internal ii) External Internal barriers of communication

Lack of confidence (If speaker is not confident over subject then it will be difficult for receiver to understand the whole message) Bad Language skills (If speaker has no good command in linguistic then there will be a communication gap between receiver and sender) Low pitch or tone (If speaker is producing too much low sound to hear then receiver will not be able to participate in communication process) Impatient Listener (Listener should not jump between the communication because it leads to misunderstanding of the message) Information overload (Lots of information that is also termed as information overload can also create a problem for receiver to understand all the information in an effective communication) External barriers of communication

Noise (It is easy to lose focus of communication if a ringing cell is producing sound, traffic noise and if people are walking nearby)

Poor and outdated equipment (If sender faxes the message but on the other side receivers fax machine is in poor condition then message cant be decoded) Weather Conditions (In harsh weather receiver cant receive the message due to dead communication system such dead Telephone Line)

7Cs of Business Communication 1) Completeness 2) Conciseness 3) Consideration 4) Clarity 5) Concreteness 6) Courtesy 7) Correctness Completeness Answer all questions that are asked Give something extra when desired Check for five Ws and one H (Who, What, When, Where, Why and How) Conciseness Eliminate expressions Avoid repetition (STAR approach) Situation, Task, Action, Result

 Avoid long explanation, intros and unnecessary information Include only relevant matter Find single word substitute Consideration Be positive and pleasant while refusing any request because saying No is an art. For example we need to say No in a positive way while refusing a Job C.V. Concreteness This means solid like salesmen complete his quarterly task that means he is a concrete person. Put action into words Use adjective and adverbs Use passive voice sentences

Clarity 17-20 Words are ideal for the limit of any sentence Include examples and illustrations Construct effective sentence with sequencing Use common language Courtesy

This is a natural trait or a sincere understanding of something.

Avoid hurting and insulting expressions

 Grant apologies with graciously Correctness The information should be correct and true Check accuracy of facts, figures and words Check grammar, punctuation and spelling

Approaches of Writing Skills

Direct (Deductive) Approach: When you anticipate that your audience response will be positive or neutral use the direct or deductive plan to organize your message e.g. acknowledge letters. Basic organizational plans. Direct Approach Main Idea: State the request or main idea Explanation: Give necessary details Courteous Close: Close with a cordial request Good News Plan Best News: State the good news e.g. grant sanction Explanation: Give necessary details e.g. supporting facts

Friendly Close: End positively e.g. Thank you for taking interest in our company Indirect (Inductive) Approach: When you anticipate that your message might upset your reader or listener, use the indirect plan to ease your audience or organize a persuasive message for doing business. This approach consists of four parts: Bad News Plan: Bad news messages must be written carefully so not to cause the reader to break off relations.

(1) Buffer: Such statement which minimizes the effect of bad news. Always start positively (2) Explanation: Provide information e.g. company policies (3) Decision: state the reasons of your decision (4) Friendly Closer: Close with a cordial request Persuasive message Plan: When you anticipate resistance or lack of interest. Persuasion is the attempt to change a readers attitude in your favor. AIDA plan is used to organize persuasive messages e.g. congratulations (sales letter). AIDA consists of four stages: 1. Attention :- Gain reader attention. 2. Interest :- Develop interest for the reader. 3. Desire :-State what are the benefits for reader. 4. Action :- Prompt for quick action.

Effective Presentation
If you fail to prepare, you prepare to fail 1. Persuasive message Plan: *What is the importance of your presentation to the audience? * Analyze the situation according to size of audience and reaction *Select the medium. *Organize your message by defining your main idea *Choose favorable approach. *What, Where, When, How, Why, Whom? 2.Content: Content should be based on 3As Audience Analyze and paralyze your audience Action What you want them to do Argument Never argue with the audience or dont get rude in questioning 2. Write: *I Introduction to catch the attention of listeners *B Body should maintain the level of attention *C Conclusion restate main points, call for action and String Note (End) 3. Simplicity:

Use KISS (Keep it simple, Stupid) strategy and use least possible words with concreteness and write transitional words e.g. However, Similarly, Although. 4.Completeness: Acquire complete knowledge, Revise the material, overcome anxiety, think+ 5.Tone: *Speak clearly and loudly *Avoid pauses *Sound good pronunciation Body Language & Eye Contact: Because action speaks louder than words *Make eye confrontation *Smile *Move your hand during speech *Wear nice dress

Presentation Structure
Outline: Presentation first page helps people to expect what is coming. It maintains the interest level. Slide Structure: *Show one point at one time *Use 1 to 2 slides per minute or according to time *Avoid too many words *Dont use distracting animations *Alignment should be same *Use at least 18 font size *Dont use funky or complicated fonts *Capitalize only when it necessary *Use simple background *Use graphs rather than charts or words *Proof read your slides *Use effective and strong closing in the ending *End your presentation with a simple question

Cover Letter
S Situation T Task A Action R Result

We often use STAR approach in cover letters 1. Identify your Purpose: To get job or register complaint 2.Analyze your audience: Head of company, H.R dept 3.Choose your ideas: Explanation or Stating your problem 4.Collect and support your ideas: Examples vs Ideas & Concreteness 5.Organize your message: Writing Cover letter is the explanation of your C.V. Coherence and integration is very important b/w C.V and Cover Letter. We provide the details of our skills and facts in cover letter which we just highlight in C.V. Cover Letter is introduction of you. It should be persuasive. Each paragraph should have an single idea e.g. Education paragraph, Interest paragraph, Additional

info paragraph etc. C.L should be modified according to the job. Define your leadership capabilities which are important for any organization. The basic motive of C.L is to prove that you are the most eligible person for the particular post.

Curriculum Vitae
S Situation T Task A Action R Result

We frequently use STAR approach in cover letters Curriculum Vitae is the time line of our educational, social and professional skills which we highlight the most important facts in C.V. It should be modified according to the job. C.V must be tailor made and one should take follow up after dropping the C.V. Team work, leadership abilities are important factors in C.V for any employer.

Basic Parameters of C.V It is said that 100 hours are required to compose one C.V but Why? *To highlight your skills *Explain the time line *What you have learnt, achieved from experiences? *How you have contributed in an organization? *Always quantify your success 1. Your Details: S.N o 1. 2. 3. 4. 5. 6. 7. 8. Mandatory Requirements Name Age (If required) Phone No Email Optional Requirements Father Name CNIC References No Photos in West but yes in East Objective Married or Single

Education Experiences Other skills Personal Interest 2.Standard Fonts:

* Times New Roman *Aerial *12 Font Size Normal *13 Font Headings *Dont use more than 2 lines of bullet point 3.Education: *Dont write C and D grades in qualification segment *If your degree is in progress, write expected masters in May, 2012 *Avoid using abbreviations, write Karachi University rather than K.U 4.Experience:

*Relevant experience should come first *Highlight the team working skills *Highlight problem solving skills 5.Action Verbs: *Use action verbs *Convert your action into words *Use Helped, Promoted, Developed, Increased, Recommended, Advised 6.Diversify Experiences: * If it justifies you or if it is required 7.Attainment or Achievment: * Define your achievement of professional and personal life 8.Additional Info: *Voluntary work *Dont use more than one line in additional info *Interests *Community participation 9.Responsibilities: *Responsibilities should be written in bullet points *Define your job role *Fill the work gap e.g. busy in volunteer work in 2007

Job Interview
The main aim of job interview is to improve your chances of getting a job by increasing the likelihood that you will make positive impression in interview. * You should know all corners of your C.V * Formal dressing is also important

* Search about the company, employer and praise them in interview * Reach before time *Never mention money matters to define the cause of job switching. Convince the interviewer, I wanted to learn and this position has been my desire to make career in this field. * Dont blame previous employer * Prepare your own question for the employer in interview e.g. about career progression, training and development. * You have to be constructive assertive (Confident) but not submissive (Shy) or aggressive. Keep yourself in balance *Dont tell them such weakness which can influence the job. It should be personal and from non job area and can be overcome. *Give them concrete answers *Keep it short and sweet *Use we instead of I (as a team leader achievement) *Use in my opinion, as per my knowledge sentences

Hearing Logic

Hearing 1

Listening 2

Empathetic Listening 4

Active Listening 3

Learned/Used

Taught

Listening Speaking Reading Writing

1st 2nd 3rd 4th 3rd 2nd 1st

4th

Comprehending

Retaining

Respond

Hearing Principles
1. Tone in 2. Define your role

3. Measure the value of communication 4. Suspend your judgments 5. Receive communication 6. Interpret 7. Feedback 8. Confirm and clarify

Kinds of Listening

1.Comprehensive Listening: A person should have vocabulary of words and also know rules of grammar and syntax by which we can understand what others are saying. 2.Critical Listening: It is judging, forming an opinion, accepting or disapproving that what is being said.

3.Biased Listening: when the person hears only what he wants to hear based on the stereotypes and o t h e r b i as e s .

4.Appreciative Listening: In appreciative listening, we seek information which will appreciate in terms of needs and goals e.g. listening to good music

5.Sympathetic Listening: In sympathetic listening we care about the other person and express our sorrow for their ills and happiness at their joys e.g. feel the pain

6.Empathetic Listening: Empathy is the ability to feel somebody emotions. Its the true understanding and transferring the emotions. Empathetic listening is the structured e.g. feel the pain with love and affection. Note: *Listening is always encouraging *Listening can be harmful if you dont want to listen

Speaking
Types of Speaking: 1. Interactive: When two or more people interact e.g. meeting 2. Partially Interactive: Giving a speech to live audience and the speaker checks the comprehension from the audience faces 3. Non-Interactive: When information flows only in one direction from the sender to the receiver such as Radio speech Components of Speaking 1. Speed: Its related to speaker speed e.g. American speaks 170wpm. 2. Clarity: Speaker must speak as loud as possible in order to carry message free from distortion 3. Familiarity: Acquaintance with words 4. Punctuation: Use of various kinds of pauses can create understanding in listeners by speaker 5.Fluency: Speakers ability to speak fluently and accurately. 6.Expression:Tranferring of ideas or emotions into words 7.Content: Importance, meaning and value of speech

Note: *Always speak with value