Effective Communication

Prepared By:Sangeeta B
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INTRODUCTION

INTERPERSONAL COMMUNICATION -THE FOUNDATION OF HUMAN INTERACTION

DEFINITION

COMMUNICATION IS A TWO WAY PROCESS OF GIVING AND RECEIVING INFORMATION THROUGH ANY NO OF CHANNELS

Communication is defined as the interchange of thoughts or opinions through shared symbols; e.g. language, words, phrases
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Why we communicate
We communicate to: Share our ideas and opinions Provide feedback to others Get information from others Gain power and influence Develop social relationships Maintain self-expression and our culture
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Most common ways to communicate

Writing

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Communication Goals
To change behavior

To get and give Information

To get action

To persuade

To ensure understanding
Source: CGAP Direct

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Four facets of communication

In any communication: The Sender is the person trying to communicate a message The Receiver is the person at whom the message is directed A message is sent to convey information Information is meant to change behavior
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7 Cs of communication

Completeness Conciseness Consideration Concreteness Clarity Courtesy Correctness

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FACTORS THAT EFFECT COMMUNICATION

OWN IDEAS AND OPINIONS MESSAGE DISTORTS AS IT PASSES THROUGH EACH PERSONS FILTER ENVIRONMENTAL FACTORS NATURE OF THE ROOM OUTSIDE DISTRACTIONS REPUTATION CREDIBILITY APPEARANCE OF THE SPEAKER/WRITER STYLE AUTHORITY LISTENERS EDUCATION AND KNOWLEDGE LANGUAGE ,PAGE LAYOUT AND LAYOUT OF THE MESSAGE 23/08/05

Principles of Communication

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Drawing conclusions. Use of fear is useful only if moderate. Sleeper effect. Credibility of communicator. Known motives. Selective exposure. Personal involvement
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Principles of Communication

Influence of group Two-way process Uprightness & Honesty of purpose Primacy first impression has greater retentively

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Factors that effect communication

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Sender Body language A---eye contact B---gestures C---voice tone D---emotions Receiver A---interpreting the message B---Reading B L - Gestures, eyecontact, voicetone
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PRINCIPLES OF COMMUNICATION

KNOW YOUR

AUDIENCE PURPOSE TOPIC

ANTICIPATE OBJECTIONS PRESENT A ROUNDED PICTURE ACHIEVE CREDIBILITY WITH THE AUDIENCE FOLLOW THROUGH ON WHAT YOU SAY OR WRITE COMMUNICATE A LITTLE AT A TIME GET FEEDBACK USE MULTIPLE COMMUNICATION TECHNIQUES barriers
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Barriers to communication

What are barriers to communication that exist in any work setting?

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Barriers to communication

Some common barriers to interpersonal communication include: Unclear process: The receiver and sender may not share the same language, slang, jargon, vocabulary, symbols Chain of command: There may be too many layers that a message passes through between sender and receiver Large size of an organization, geographic distance: Large numbers of receivers require good message sending methods Personal limitations: Physical and mental disabilities, and differences in intelligence and education may interfere with mutual understanding
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Barriers of communication

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Environment Emotions Communication taken for granted Grapevine Perceptions Language Semantics Personal Interests Inflections Environment noise Attention span Physical hearing problem Speed of thought
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Overcoming the Barriers of Communication

Use Feedback ask questions about message to check if message is understood as intended ask receivers to restate the message in their own words Simplify Language tailor the language to the audience for whom the message is intended jargon can facilitate understanding when used in appropriate groups
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Overcoming the Barriers of Communication

Listen Actively

listen for full meaning restrain premature judgments or interpretations enhanced by developing empathy with sender

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What if communication were not possible?

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Frustration and Chaos!

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Obstacles to sharing ideas

Your own shyness Fear of rejection Peer pressure Unorganized thinking Others possibly becoming defensive Physical disabilities (impaired sight, hearing, speech) Having to deal with aggressive people
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10 Cs to Improve communication

Clarity Completeness Conciseness Coherence Consistency

Consideration Courtesy Correctness Chronology Continuous

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Listening

Good listener Create an atmosphere Ask questions for clarification Ask open ended questions Listen for feelings and for facts Resist domination Make the speaker feel important Eye contact,Nod smile,Pause before answering Paraphrasing
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Active Listening Behaviors

Avoid interrupting the speaker Be empathetic Make eye contact

Dont over talk

Active listening

Paraphrase

Avoid distracting actions or gestures

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Ask questions

Exhibit affirmative head nods and appropriate facial expressions

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Listening Skills

Almost half the managers time goes in gathering information : listening or reading Effectiveness of manager depends on effectiveness of listening When you start listening, you start living his/her life.
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How to listen Effectively

Hearing is not listening. Listening must take place at two levels : words & Feelings. You cant listen to others unless youre listening to yourself. Exploration is one thing, argumentation is another. Just avoiding interruption is great leap forward.
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How to listen Effectively

No man is an island To listen is to understand Dont over talk Make eye contact Nod head affirmatively Avoid distracting actions Ask questions Paraphrase
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Is efficient communication effective communication

Those who are effective in communication are promoted and rewarded financially

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CONVERSATION IN BUSINESS

I Statement You attitude Keep simple Avoid jargon Avoid Technical terms Accentuate +ve

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NONVERBAL COMMUNICATION

Voice tone Attitude Arm-crossed = Close minded Chinresting in hand = Bored,tired Pacing = Nervous,Tense Ferrowed brow = Thoughtful Leaning back = Comfortable Rolling eyes = Skeptical Try reading between lines
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Speak With Your Whole Body

Think how much Indian classical dancers convey just by means of their just by means of their . . Eyes, hands, fingers, feet & swaying. Many feel body language conveys far more than words. - Posture, facial expression & gestures. Exercise - Contradictions - Convey feedback to speaker

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Body Language

Played unconsciously by the body It is a solitary game which knows no rules & one has no control. Observe carefully & minutely. Speaks volumes about individually Must be studied in totality. Time & Practice can help in gaining some control.
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Eye contact
Convey message much louder - Open look & not defiance - Match with words Exchange gazes/glances/looks is an extremely dangerous & exiting game Three types of eye contacts - Business - Social - Intimate

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Positive Gestures

Open palm Eye - to eye contact : Honesty & Direct approach Smile : Open personality Equal handshake : No complex

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Feedback

Give an assessment of todays session What did you like most and least? Assess the verbal presentation? Assess the slides? How useful do you think this topic will be for future classes on communications?

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