Effective Communication
Dr Ali Sajid, PhD,
PEC,
ISLAMABAD
Don’t curse the
darkness light a candle
Chinese Proverb
Sharing of Resources
7
Words Are Energy
Never use words like defeats, failure &
problem. Always talk of “Hope, Belief,
Faith, Victory & Success.”
When you use a Positive word, a wave of
Positive word, engulfs you, raising your
Energy Levels & Putting you in a
“Winning Frame of Mind.”
Words are Energy use
them in your favour!!
To be conscious that you
are ignorant is a great
step to knowledge.
- Benjamin Disraeli
Doing is Believing
"I hear and I forget. I
see and I remember.
I do and I
understand."
(Confucius 551-479 BC)
Communication
"He who wishes to talk
well must first think
well.”
"When you speak, your
speech should be better
than your silence would
have been." (Origin unknown)
New Style?
"Whoever in debate
quotes authority
uses not intellect,
but memory."
(Leonardo Da Vinci)
Good Writing
"What is written without
effort is in general read
without pleasure."
(Samuel Johnson.)
Bad Attitude of Employee
Don’t waste your time
trying to change
employees,
Who have bad attitudes
Inn Pareen a Kaleesa koo Kaleesa say
hatta doon
"Great speakers are not born, they're
trained."
-- Dale Carnegie
-- Doug Firebaugh
"Little deeds of kindness, little words of
love, help to make earth happy like the
heaven above."
Julia A. Fletcher Carney
Communication
External Environment
Customers
Suppliers
Stockholders
Governments
Community
others
.
Toward Effective Communication
Org goal
Goals-related Communication
behavior network objectives
Communication Communication
activities policies
Manager as monitor
Gathers external info Manager as monitor
(through liaison role) form Gathers internal info
contacts, informers, peers, (through leader role)
& experts Form subordinates
Mgr as disseminator
Distributes information Mgr as spokesperson
to subordinates
Need for Communication
Communication is shared
feelings/shared understanding.
60
Percent!
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July 31, 2010 37
Think > listen > talk
July 31, 2010 38
Why is
communication
important
•
?
Inspires confidence
• Builds respect
• Helps make friends
• Reveals your ability to others
• Develops a distinct personality
July 31, 2010 39
We need to
improve communication... as
Diagonal communication
Horizontal or lateral
communication
Upward and downward
communication
Copy Rights Dr Sajid
July 31, 2010 42
43 July 31, 2010
PEOPLE ARE INFLUENCED,
PROBLEMS ARE SOLVED,
CHANGES ARE FACILITATED,
EXCELLENT RELATIONSHIPS ARE DEVELOPED,
DESIRED RESULTS ARE ACHIEVED, AND
SUCCESS IS ENSURED.
Communication
is the process of sending and
receiving messages
Importance Of Communication
Information/data + Attitudes
Values
Moods
Emotions
Communication is a process through
which mgrs coordinate, lead, &
influence their subordinates.
Ability to communicate effectively –
considered by most mgrs critical in
determining managerial success.
Ability involves broad array of activities,
“Reading, listening, managing &
interpreting info, serving clients, writing,
speech-making, & use of symbolic
gestures”.
Communication relates, directly to basic
mgt functions.
Delegation, Coordination, & Org change &
Development also Entail Communication.
Essential Tool for People Who Want to Stay
in Touch With Rest of World.
Developing
“Reward systems &
interacting with subordinates”
as part of Leading function etc –
Impossible w/o some form of
communication
Essential to: Establishing standards,
Monitoring performance, & Taking
corrective actions. Pervasive part of
virtually all managerial activates.
The bridge between our
separate realities is
communication . . .
To communicate is to relate."
-- Layne and Paul Cutright
Communication in Org
In Enterprises, info must flow faster.
Short stoppage on fast-moving production line - costly - lost
output.
Production Problems communicated quickly for corrective
action
Info increased - frequently causing info overload.
Need more relevant info.
Necessary to have for effective decision making.
Getting info from mgrs’ superiors &
subordinates - from depts & people elsewhere org.
Communication
skills can make or
break career of
org.
Elements of Communication
Encoding
Perception &
Interpretation
Message
Nonverbal
Communication
s
Channel
Communicator
COMMUNICATION PROCESS
Stimulus Filter
Feedback Message
Destination Medium
Communication Process
Social Context
Feedback
Noise Noise
100 Percent
Top mgt’s understanding
63 percent
VP Understanding
56 percent
General mgr’s understanding
20 percent
Loss Employee’s understanding Loss
FEEDBACK:
Process of verifying messages &
receiver’s attempts to ensure -
message be decoded is what
sender really meant to convey.
Through feedback,
communication becomes
dynamic, two-way Process
rather than just event.
Meant To avoid
communication failure as it
provides preliminary info to
sender.
MgrListening: Key to Understand
must avoid interrupting
subordinates
& putting them on defensive.
To elicit honest feedback,
mgr should develop atmosphere
of trust & confidence
& Supportive Leadership Style,
With de-emphasis on status.
Characteristics of Effective &
Ineffective Feedback
Effective Feedback Ineffective Feedback
1. Intended to help the employee. 1. Intended to belittle the employee.
2. Specific. 2. General.
3. Descriptive. 3. Judgmental.
4. Useful. 4. Inappropriate.
5. Timely. 5. Untimely.
8. Valid. 8. Inaccurate.
• Effective Listening
• Reading body language
• Effective Speaking
• Skill Training
The Process of Listening
Types of Listening
Active vs. Passive
Positive vs. Negative
"There is none so
blind as those who
will not listen."
(William Slater)
Test of Listening
"If you don't agree
with me it means
you haven't
been listening.“
(Sam Markewich.)
When people talk,
listen completely.
Most people never
listen.
Franklin Delano Roosevelt
"Listening looks easy, but it's not
that simple. Every head is a world."
---Cuban proverb
"Do not save your loving speeches for your
friends till they are dead;
do not write them on their tombstones,
speak them rather now instead."
--- Anna Cummins
Time, Empathy, & Concentration
on communicator's
messages are
Prerequisites for understanding.
People want to be heard,
want to be taken seriously,
want to be understood.
"Effective communications
starts with listening."
--Robert Gately
Importance of Listening
Exists as first verbal skill people learn
Accounts for most of communication
time
Ranks hi in business
Requires high in business
Requires clear thinking, patience
motivation, & hard work
Often overestimated in effectiveness
Truly listening to someone is one of the greatest
gifts we give to each other.
Kay Lindahl
Nature of Listening
Sensing
Filtering
Remembering
"How often could things be
remedied by a word. How often
is it left unspoken."
-- Norman Douglas
"Silence is the training ground
for the art of listening."
-- Linda Douty,
"Remember that
silence is
sometimes the
best answer."
- Dalai Lama
"Responsible Listening is speaking we do to
prove to the other person that we
understand what his or her total message
said.
saves us from attacking & defending.
allows for no judgment of the other person's
character.
Its only function is to present, what speaker
meant at this moment, in this conversation.
Listening is suspension of judgments-
until we gain new info"
Peter deLisser
The Listening Process
Begins with symbols - entering receiver’s sensory
world
Involves process of selective perception
Depends upon listener’s
(a) sensory limitations,
(b) degree of alertness,
(c) conditioning
Entails Nervous system & filtering by the mind
Continues with search for ways to express meaning
Ends by sending message
More & Less Effective Listening Skills
Assimilates Disregards
information information
Comparison of Non-listening & Active
Listening
Non-listening Active Listening
Orientation toward self Orientation toward others
Little use of mind (thinking) Significant use of mind
Lack of etiquette Good application of etiquette
Inattention to principles of effect Effective use of principles of
No consideration of alternate effect
messages Consideration of alternate
Little empathy messages
Casual attention to meaning
Much empathy
Intense attention to meaning
Emphasis on winning Emphasis on understanding
Little personal involvement Much personal involvement
Inattention to nonverbal Focus on nonverbal
communication communication
Results in conflict Results in rapport
Improving Listening Ability
Commit to improve
Focus attention
Cultivate accuracy of filtering
Concentrate on remembering
Apply techniques
Our first responsibility as effective
listeners is to understand ourselves
as communicators.
Just as the sources of the
communication message should be
trained in self-intra personal
communication, so, too, should
listeners know themselves."
--- Carolyn Coakley
The Ten Commandments of Listening
Stop talking
Put talker at ease
Show talker you want to listen
Remove distractions
Empathize with talker
Be patient
Hold your temper
Go easy on argument and criticism
Ask questions
Stop talking
“Writing is thinking
on paper. Anyone
who thinks clearly
should be able to
write clearly about
any subject at all.”--William Zinsser, Author
On Writing Well
Some Tips for Improving Written
Communication
Many people fall into habit of using technical
jargon that can be understood only by experts in
same field.
Common problems in written communications
are that writers omit conclusion or bury it in
report, are too wordy, & use poor grammar,
ineffective sentence structure, & incorrect
spelling.
Some Tips for Improving Written
Communication
Use simple words & phrases.
Use short & familiar words
Use personal pronouns (such as “you”)
whenever appropriate.
Give illustrations & examples; use charts.
Use short sentences & paragraphs.
Use active verbs, as in “Mgr plan…”
Avoid unnecessary words.
Orgl Skills
At the workplace
* Upward
From subordinates to superior
* Downward
From superiors to the subordinates
* Lateral
From one employee to another
Types of communication
Formal
Informal
COMMUNICATION NETWORKS
Formal communication network :
follows the hierarchical structure
of the organization,
or the "chain of command."
HEAD
Managers Managers
Efforts at coordination
Formal Communication Channels.
Official structure of an org.
Typically shown by org chart of any org.
A box -link in the Chain of Command.
A line-for formal channel for transmission.
Type of Communication
Communicating among members of
an org.
Formal communication channels.
Informal communication channels.
Formal Communication
Channels.
Downward information flow.
Downward communication
flows from upper management down
to the employees at lower ranks.
Job instruction
Ideology
Information
Feedback
Upward communication
is initiated by those at the lower levels of the organization
positive
timely
support current policy
Downward Communication
Face to Face
Interactive TV - high speed connections (two way)
Video-Voice / Data Channel (one way)
Telephone
E-mail
Personal written correspondence
Formal written message
Public speaking
Data Reports
Broadcast e- mails / reports
Formal & Informal Commun networks in a
Div of a Small Mnfg Company
Department
Manager
Supervisor Supervisor
Vertical: Upward
• reports on work, progress
• unsolved problems requiring managerial assistance
• Suggestions and ideas
• Subordinates’ feelings about jobs, co-workers,
the organization
Horizontal
• task coordination
• information sharing
• problem solving
• conflict resolution
• peer support
TM 14-6
CENTRALIZED COMMUNICATION NETWORKS
Y X Chain
x
x X
Circle All-channel
External Communication Network.
Communication in and out of an organization.
Types:
Formal contacts with outsiders
Informal contacts with outsiders.
Devolution of responsibility.
Performance based reward system.
Quality teams.
Suggestion schemes.
Special newsletters.
Mgt by Wandering Around-Informal Commn
VOCAL NON-VOCAL
INFLECTION SPATIAL
RELATIONSHIP
Non-Verbal Communication:
People send messages to each other
without talking.
Body Language
Space
Time
Para language
Color
Layout and Design
Types of Nonverbal Communication:
The Internet
Internet is a network of networks.
Network is a group of computers that are connected to share
the information.
LAN-WAN.
Concept of a PAPERLESS ORGANIZATION.
Barriers to Effective Communication
Distraction
Polarization
Barriers Within Organizations.
Info overload.
Message complexity.
Message competition.
Differing status.
Lack of trust.
Inadequate structures.
Closed communication climate.
Unethical communication.
Inefficient communication.
Physical distraction.
Incorrect choice of medium.
Media richness
Info Overload