2 Contents Objective of this workshop Communication process Communication Barriers Tools of Effective Communication Non-Verbal Communication NVC & Interpersonal Relationships Channels of Communication Downward, upward, Lateral & External Communication Points to remember while communicating with External Customers Tips for writing letters Final Message
3 Objective of the Workshop To enable participants to understand the process of communication. Make participants understand their individual personality & style and to be able to use them effectively in their work. Make participants realize the importance of Non-verbal communication. Make participants realize how difference of perception affects the communication process. Emphasize the importance of effective listening skills The purpose of Communication is for co-ordinating action, sharing information, reducing uncertainty and expressing emotions.
4 Develop participant’s abilities to give constructive feedback. Realize the importance of communicating in certain ways, especially in conflict situations. To understand effective written communication principles and techniques. Write with greater clarity and purpose Conduct business correspondence quicker by applying effective organizational plans of writing to letters and memos Objective of the Workshop
6 If you can’t express your good ideas, then you’re at the same level as someone who doesn’t even have good ideas “If you can’t express your good ideas, then you’re at the same level as someone who doesn’t even have good ideas.”
10 Communication Process Sender Message Received Feedback
11 Communication The process of sharing by which messages produce responses. Communication is the process that two or more people used to share the information and meaning. The purpose of Communication is for coordinating action, sharing information, reducing uncertainty and expressing emotions.
12 Coordinating Action Communication transforms a group of unrelated individual into a team that knows what its goal is and how it will try to reach them. Sharing Information Communication allows people to coordinate their action by providing them with a way to share information. Reducing Uncertainty Sharing information is an important step in reducing uncertainty, one of the chief purposes of organizational communication.
13 Expressing Emotions Communication also allows people to express their emotions.
14 Importance of Feedback Feedback establishes formal mechanism by which sender can check on how the message was actually interpreted. Feed back makes communication two way.
15 Characteristics of Feedback Specific Timely Clear Valid
18 Communication Barriers The human communication system can be compared with radio. Just as in radio transmission where distortion can occur at any point along the circuits (channel), there can be similar barriers in human communication. Noise Anything that disturbs or disrupts the communication process.
19 Communication Barriers Psychological Barriers Emotional Perceptual Selectivity
21 Semantic/ Physical Barriers Semantic Blocks The study of word choice is called Semantics so the kind of blocks that’s arise from word choice are called semantic blocks e.g. inexpensive vs cheap Physical Blocks Another barrier is caused by our own physical appearance, audience, or the context of the document or the presentation. In writing, finger prints or smudges, unclear photocopies, unreadable printout etc. For speaking, mumbling, blowing air-conditioning, ringing phones etc.
22 Tools of Effective Communication Active Listening Focusing on Non-Verbal Communication
28 Pitfalls of Not Listening Misunderstandings False assumptions Misinterpretations
29 Benefits of Active Listening Encourages other person to talk Reassures the speaker Gives you an insight into the buyers’ needs Helps you remember what was said Builds rapport Helps you avoid jumping to conclusions Helps you focus on customer’s feelings
30 Non Verbal Communication 93% Non Verbal 7% Verbal
31 Four important components of Non- Verbal Communications are: Body language Posture Gestures Face & Eyes Non Verbal Communication
32 Some signs of Non Verbal Communication Openness Boredom Indifference Confidence Nervousness Uncertainty
33 Boredom/Nervousness Blank stare Tilting of head Fidgeting hands Lack of eye contact Limp handshake Inappropriate dress Fiddling with objects Tapping fingers on table
34 How to improve Non-verbal Communication Practice & Arrange Relax & gain confidence Physical Relaxation Mental Relaxation Relaxation as you speak
35 Non- verbal Communication plays an important role in developing Good interpersonal relationships 1.Eye Communication o Learn to look sincerely & steadily at another person. 2.Good Posture o Learn to stand upright & move naturally & easily 3.Gestures & Facial Expressions o Learn to be relaxed & natural when you speak. When you are comfortable, wear natural smile.
36 4. Appropriate Dress & Appearance o Dress, groom & appear appropriate for the environment you are in, as well as to yourself 5. Voice & Vocal Variety o Learn to use your voice as a rich, resonant instrument especially when you are communicating with others in person, on the phone or in a group setting to command their attention and not allow your voice to be a barrier to action. o Voice should transmit energy in the form of excitement & enthusiasm.
37 6. Language, pauses & non-words o To use appropriate and clear language for your listeners, with planned pauses & no non-words. 7. Listener Involvement o Your style o Your interaction with the listener o The actual content of what you say o Interest of Listener
38 8. The Natural Self o To be authentic, To be yourself in all communication circumstances, understanding & using your natural strengths and building communication weaknesses into strengths.
39 Channels of Communication Downward Communication Information flowing from higher levels to lower levels Examples of such communication include: Staff meetings, procedures, policies, instructions, job description, newsletters, announcement, memos,counseling sessions, interviews etc.
40 Upward Communication o Grievance procedure o Open-door policy o Counseling Attitude & Exit Interview o Sending some report Channels of Communication
41 Lateral Communication o Communication between people at the same hierarchical level, but in different functional areas Channels of Communication
42 External Communication Different ways:- Fax Letter E-mail Phone call Channels of Communication
43 Points to Remember while Communicating with External Customers When writing a fax message Message should consist of Correct Salutation Correct Designation and Name of Company Brief Clear Meaningful Good Conclusion with complete Name, Designation & Contact Number. Why are you on the Pay roll. Who is your customer Is it the Most important use of My time?
44 Tips for writing letters Appearance: Should be attractively placed on the page, neither crowded nor unnecessarily spread out. Heading Date Reference No. Salutation Subject Text of the letter Conclusion Complimentary close Signature Additional data (if any)
45 Fax Message To: From: Company: Date: Fax Number fax Phone number: Re: Your reference number: Urgent For Review/Please Comment/Please Reply/Please Recycle
46 Interoffice Memorandum To: from: subject: date: cc: Text of the letter
47 ANALYTICAL DOMINANT SOLID EXPRESSIVE Goals/results oriented Impatient Task oriented/high achiever Workaholic Decisive Opinionated/ Stubborn/ Blunt Innovative Tough/ firm in relationships Control oriented Competitive/ Loves challenges Dreamer Un-realistic Goals Creative, Ideas flow Needs approval and Compliments Generalises Persuasive, Outgoing Opinionated Fast Decisions Excitable Enthusiastic, Shows confidence Needs people Good listener Status QUO/ DISLIKES CHANGE No risks No pressure Counselor/ helps others Questioning Insecure/ needs reassurance Supportive No conflict Planner/ Organizer Details/ technicalities Slow decisions Must be right Conservative/ cautious Low pressure Precise/ Critical/ Logical Problem solver Persistent Follows procedures/ Compliant Communicating with Customers
48 4 Main Elements to Written Communication PURPOSE CONTENT STYLE PRESENTATION
49 Eye Contact Body Posture Interested Tone of Voice Demonstrate Listening
50 Opening and Closing a TALK NEED TITLE RATINGS OBJECTIVE INTEREST
51 Listening Skills They Talk You Listen They Talk You Listen You Don’t Interrupt You Don’t Interrupt Pay Attention Pay Attention Make Written Notes of Key Points Make Written Notes of Key Points