1. -Communication Definition Characteristics Process Flow Importance
Types
Difference
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2. Definition Communico / Communicare- to share
Transmission and Interchange of facts, ideas, feelings or courses of action
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3. types Written Oral Forms of written communication Announcements
Memos, , fax, letter
Report, proposal
Newsletter
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4. Forms of Oral Communication
Phone call
Conversation
Interview
Meeting
Conferences
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5. Advantages of Written Communication
Permanent record
Convenience
Economy
Careful message
Easy distribution
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6. Advantages of Oral Communication
Immediate feedback
Nonverbal cues
Arm feelings
Forceful impact
Multiple input
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7. contd.
-Two way
-Creative
-Cumulative
-Functional
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8. Communication as process
Sender has an idea
Sender encodes idea in message
Message travels over channel
Receiver decodes message
Feedback travels to sender
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9. Professional Communication
Use of effective language for conveying a commercial/ industrial message to achieve a predetermined purpose
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10. Characteristics
-concerned with business activities -characterized by certain formal elements -impartial & objective -certain complex writing techniques
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11. Functions of Professional Communication
To issue and clarify policies and procedures
To inform management of progress
To persuade employees or management to make changes
To co-ordinate members
To evaluate and reward employees
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12. External Function Answer queries about products or services
Persuade customers to buy
Clarify supplier specification’
Issue credit
Collect bills
Respond to govt. agencies
Promote a positive image
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13. Differences between G.P & P.C
-Contents
-Structure
-Nature
-Audience
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14. Importance Lifeline of business – vital at all levels
Brings people closer
Essential ingredient of all human relationships
Good communication creates positive working environment
Bridges the gap builds cooperation
Serves as repository of information
Helps in decision making and problem solving
Develops many skills in the sender & receiver
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15. Communication flow Formal & Informal Formal Flow: Downward Job plans
Policies & Procedures
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16. Impediments to Formal Flow
Distortion from long lines of Communication
Longer the lines of communication, greater the chances of distortion
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17. Formal Flow:Upward Phone messages E-mail Memos Reports
Department meetings
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18. Impediments to upward flow
Less chance of open communication
Fear of reprisal
Lack of adequate communication skills
Differing frame of reference
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19. Measures Communication Coaches Report customer complaints
Regular meetings
Amicable environment
Offering incentive programme
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20. Lateral flow and obstacles
Poor Communication skills
Prejudice
Ego
Avoiding Communication
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21. Measures to control
Training employees in team work & communication techniques
Rewarding team activities
Encouraging full participation
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22. Informal flow Grapevine A measure source of information
Two thirds of information come from grapevine
Precautions:verify from other sources
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23. Non- Verbal Communication
No substitute for verbal
Only supplements / reinforces
Efficiency in non verbal makes up for deficiency in verbal
More impact
7% verbal 38% vocal 55% non verbal
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24. Types Kinesics Proxemics Chronemics Paralanguage Haptics Artefacts
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25. Kinesics Personal Appearance Facial Expressions Eye Contact Gestures
Posture
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26. Proxemics Intimate (physical touch to 18 inches)
Personal (18 inches to 4 feet)
Social (4 feet to 12 feet)
Public (12 feet to 30 feet or more)
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27. Gestures Enumerative – number or distance
Descriptive – size of the object
Locative – location of an object
Symbolic – subtle suggestion
Emphatic - emphasis
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28. Communication Barriers
Intrapersonal Communication Barriers
Differences in background and language
Differences in perception
Fact-inference confusion
Rigid categories
Categorical thinking
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29. Interpersonal Barriers
Emotional reactions
Negative emotional behaviour
Negative attitudes about a message or source
Ineffective information gathering
Inappropriate timing of messages
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30. Organizational Barriers
Organizational Characteristics
Fear of Superior’s Perception
Negative attitudes in organization
Misunderstood application of Media
Information Overload
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31. CONTD. Group Discussion Oral Presentation Memorandum
Technical Proposals
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32. Group Discussion Group Discussion : a dialogic learning process
“ A discussion among participants who have an agreed topic”
Group Discussion : a dialogic learning process
: cooperative , not competitive
: sharing thoughts, opinions, views
: digging new insights
: every member be given an opportunity to speak
: unstructured
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33. Group Behavior: Participation Leadership Drivers 3. Time Sharing
Amiable
Democrat
Bulldozers
3. Time Sharing
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34. Individual Behavior: Ideas Articulation Listening Body Language
Initiative
“Help Each other Learn”
“A group swims and sinks together.”
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35. Critical Issues: Handling turbulence: restore order
Handling bulldozers: bring out a logical error in his/her arguments
Differences among group members:
Extrovert and Introvert behavior
Gender and Cultural differences
Ego-thinking and Clone-thinking
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36. Oral Presentation
An oral presentation is an assessment item which involves particular forms of formal oral communication. The person giving the presentation often uses audio-visual aids, such as overhead projection slides.
“Glossophobia: fear of Public Speaking”
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37. CONTD. Know your audience Organize the presentation
Writing the presentation
Practising the presentation
Handling nervousness
Delivering the presentations
Visual aids
Presentation plan
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38. Know your audience Never forget who you are talking to.
Find out what they want to hear
-each person has a different perception
-knowledge level of average audience
-familiarity with the subject matter
-what do they expect from you
Use appropriate language
Think about the image you want to give …
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39. … How to convey the message? -treat the audience as a single entity
-make ample eye contact
-let the audience participate
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40. Organize the Presentation
Introduction
- grab audience’s attention
Main body
- organized and untrivialized
- write down main points and subpoints
- prepare a mind map
Conclusion
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41. Writing the presentation
Vary the word choice
Keep it conversational
Humor always help
Rewrite your speech
Use cards(index cards)
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42. Practise the presentation
Mirror practise
Tape recorder
Speaking in friend circles
Incorporate gestures
Project your voice
Include visual aids
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43. Delivery of the presentation
Prepare more material than required
Think positive about audience
Be realistic about stage fear
Take few minutes to arrange notes
Memorize first few sentences
Maintain an attitude of alertness
Be flexible in style
Keep track of Time
Pace/Speed
Avoid mannerisms
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44. Visual Aids To save time, Easier to understand, Retain interest,
To supplement the material.
Transparencies
Flip Charts
Actual Objects
Handouts
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45. Presentation Plan Extemporaneous Reading Memorization Impromptu
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46. Précis Writing
A précis may be defined as a restatement in a shortened form of the main ideas and points in a piece of writing.
Characteristics of a good précis:
Completeness
Clarity
Conciseness
How can we bring these three qualities?
By abridging a single word for a phrase
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47. By substituting a phrase for a sentence or a clause e.g.
So that he may keep fit he walks to his office everyday.
Revised: To keep fit he walks to his office everyday.
By removing superfluous and ornamental words. E.g.
We might further state that we would be glad to supply any of these machines on a trial basis.
Rev: We would be glad to supply any of these machines on trial.
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48. CONTD By substitution and generalization. E.g.
Before you accept such statements you should carefully verify them.
Rev: You should accept such statements after verification.
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49. Points to remember
Read the passage carefully put down the main theme in a sentence or a phrase.also think of a suitable title
Read the passage again to ensure that no point has been left out.
Select the essential points and reject the rest
write the first draft
Compare it with the original to check any omission
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50. Check the length to ensure that it is one third of the original
Read the revised draft paying attention to grammar,punctuation and spelling
Prepare the final draft and write the number of words at the right hand corner.
Write rough on the top of your draft and the list of points you have made and cross them out
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51. Memorandum
“Memorandum is a short piece of writing generally used by the officers of an organization for communicating among themselves.”
Also called “interoffice memorandum.”
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52. Purpose of a memorandum
To record information
To convey information
To convey decisions
To make short requests
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53. LANGUAGE Language is easy to understand Objective Matter of fact
Concrete and concise
No emotional appeals
Plain and direct statements
Memorandum ensures quick and smooth flow of information in an organization.
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54. CONTD. It helps build good business relationships
Helps to establish accountability
Following are the contents of a memo:
Designation of the receiver
Designation of the sender
Reference
Date
Subject
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55. Tose Steel Company Limited Interoffice Memorandum To: Reference:
From: Date:
Subject:
_____________________________________ _________________________________
c.c Sender
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