1. Interpersonal Communication skill in Management Mr. D. Bortamuly

3. It is connecting with people…

4. COMMUNICATION IS THE PROCESS BY WHICH INFORMATION OR IDEAS ARE SENT, RECEIVED AND UNDERSTOOD

5. It is the means of communication through which people exchange information, feelings, and ideas in a way of establishing a common understanding

6. What are the most common ways we communicate? Spoken Word Written Word Visual Images Body Language

7. Types of Communication Downwards Communication : Direction is from Senior to subordinates to assign duties, instructions, to inform to offer feed back, approval to highlight problems etc. Upwards Communications :Direction is from subordinates to seniors to give feedback, to inform about progress/problems, seeking approvals. Lateral or Horizontal Communication: Among colleagues, peers at same level for information level for information sharing for coordination, to save time.

8. Horizontal

9. Message Source (sender) Channel Receiver Filter Feedback

10. Effective communication requires the message to be:  Clear  Accurate  Relevant  Timely  Meaningful  Applicable

11. Effective communication requires the sender to:  Know the subject well  Be interested in the subject  Know the audience well  Able to establish a rapport  Speak at the level of the receiver  Choose an appropriate communication channel

12. The channel should be: ◦ Appropriate ◦ Affordable ◦ Appealing

13. The receiver should:  Be aware and willing to accept the message  Listen attentively  Understand the value of the message  Provide feedback

14.  Active listening:  Show Respect: Show respect for the other person’s feelings and opinions.  Empathize: See things from the other person’s point of view  Simple: Speak in simple language  Praise: Most people are very reluctant to praise others, even when it is due  Appeal to senses: Dramatize your ideas and involve the other person  Synchronize with your listener: Synchronize your words with the speed of receptivity of the listener  Sell: Make the other person feel the idea is theirs

15.  Perception is the process of gathering information through our senses, organizing and making sense of it  How information is interpreted to create meaning is also influenced by individual’s make-up and background

16. Event X Message Context Affect Perceptual screens ////////////////// ////////////////// ////////////////// ////////////////// CommunicatorReceiver Influence message quality, accuracy, clarity Include age, gender, values, beliefs, culture, experiences, needs

17.  All people do not "see" the same thing when looking at a visual image  Individual’s makeup and Background influences on what that individual : ◦ see ◦ hear ◦ taste ◦ touch ◦ sm ell

18.  Personal Differences  Socio-Economic Differences  Cultural Differences

19.  Age  Gender  Race  Past experiences

20.  Occupation  Level of education  Environmental factors  Family upbringing

21.  Language  Customs  Belief Systems  Historical Perspective

22.  Verbal  Vocal  Visual

23.  7% Ability to understand comes from the particular words you say.

24.  38% Ability to understand comes from the way you say the words

25.  Monotone  Slow Speed and Low Pitch  High Pitched and Empathic  I’m bored and not interested in what you are saying  I’m depressed and want to be left alone  I’m enthusiastic about the subject

26.  Abrupt Speed and Very Loud  High Pitched and Slow Speed  I’m angry and not open to input  I don’t believe what I’m hearing

27.  Pitch  High or low; speech experts say low is desirable because it projects and is more pleasant to the employee

28.  Inflection  Avoid speaking in a monotone – use feelings to express an idea or mood. Emphasize key words

29.  Courtesy  Your employees expect it

30.  Tone  It’s not what you say, but how you say it. Your voice can reflect sincerity, interest and understanding

31.  Understanding  Adjust your language to your employee, no codes, no jargon

32.  Rate  The basic rate is 120 words per minute

33.  Enunciation  Speak clearly to avoid repetition, misunderstanding

34.  Posture ◦ You communicate numerous messages by the way you talk and move. ◦ Standing erect and leaning forward communicates to listeners that you are approachable, receptive and friendly. ◦ Interpersonal closeness results when you and the listener face each other. ◦ Speaking with your back turned or looking at the floor or ceiling should be avoided as it communicates disinterest.

35.  Hand Gestures ◦ If you fail to gesture while speaking you may be perceived as boring and stiff. ◦ A lively speaking style captures the listener's attention, makes the conversation more interesting, and facilitates understanding.

36.  Facial Expressions  Smiling is a powerful cue that transmits happiness, friendliness, warmth, and liking.  So, if you smile frequently you will be perceived as more likable, friendly, warm and approachable.  They will be more comfortable around you and will want to listen more.

37.  Eye Contact  This helps to regulate the flow of communication.  It signals interest in others and increases the speaker's credibility.  People who make eye contact open the flow of communication and convey interest, concern, warmth, and credibility.

38.  Space ◦ Cultural norms dictate a comfortable distance for interaction with others. ◦ You should look for signals of discomfort caused by invading the other person's space. ◦ Some of these are: leg swinging, tapping, and gaze aversion.

39. Intimate Distance Touching to 18 inches Personal Distance From 18 inches to 4 feet Social Distance From 4 feet to 12 feet Public Distance From 12 feet to 15 feet Edward Hall identified “zones” of comfortable distances

40.  Or hearing ?

41. What is the difference between hearing and listening?  Hearing is simply the act of receiving sound by the ear. If you are not hearing-impaired, hearing simply happens.  Listening requires concentration so that your brain processes meaning from words and sentences you heard. Listening leads to learning

42.  Good Listening skills make workers more productive. The ability to listen helps you to: ◦ Better understand assignments ◦ Build rapport with co-workers and bosses ◦ Work better in a team ◦ Resolve problems ◦ Answer questions ◦ Find underlying meanings in what others say

43.  Bias or prejudice  Language differences or accents  Noise  Worry or Fear, or anger  Lack of attention

44.  Making up your mind in advance that the subject is uninteresting or unimportant  Focusing on a speaker’s looks and delivery instead of on what he/she is saying  Paying only partial attention to what someone is saying because you are busy thinking about what you are going to say next.

45.  Not paying attention to details  Not distinguishing major points from supporting examples  Day-dreaming or allowing your attention to wander

46.  Selective Attention ◦ We decide on what we FOCUS on, or ◦ Where we give our ATTENTION.

47.  Selective Interpretation ◦ We place our own PERSONAL meaning on what a person is saying.

48.  Selective Retention ◦ We make conscious and unconscious decisions on which incoming sounds we should invest our concentration (attention)

49.  Active listening is a structured form of listening and responding that focuses the attention on the speaker.  Here, the listeners have to express what he or she thinks the speaker has said.  The listener does not have to agree with the speaker--he or she must simply state what they think the speaker said.  This enables the speaker to find out whether the listener really understood. If the listener did not, the speaker can explain some more.

50.  Eye Contact  Verbal Responses  Asking Relevant Questions  Posture  Gestures, nods  Future actions  Feelings of being valued, heard, cared for.

51. Figure 2.3 The Impact of Nonverbal Messages Source: Silent Messages by Albert Mehrabian (Wadsworth: 1981).

52. Questions