1. TRAINING PROGRAMME ON COMMUNICATION

2. PROGRAMME OBJECTIVE By the end of the programme you will be able to understand : Communication, its process and types. The importance of communication. Your role as effective communicators. The Relationship of communication with respect to day-to-day functioning and building good inter-personal skills. The various barriers to communication and overcome them with respect to building trust, motivating team members, giving and receiving constructive feedback for increasing productivity through effective and assertive communication.

3. COMMUNICATION Communication is defined as “the process of the flow ( transmission and reception) of goal – oriented messages between sources, in a pattern, and through a medium or media.

4. ELEMENTS OF COMMUNICATION 1.Communication is a process. 2.Communication involves transmitting information and understanding it. 3. Communication is goal oriented. 4. Communication requires channel or medium. 5. Communication is multi dimensional.

5. PROCESS OF COMMUNICATION MESSAGE RECEIPT DECODING RECE- PTION TRANS- MISSION ENCODING SE ND ER RE CE IV ER FEEDBACK

6. TYPES OF COMMUNICATION 1.Verbal and Non – Verbal Communication 2.Formal and Informal Communication 3. Upward, Downward and Horizontal Communication

7. VERBAL COMMUNICATION 1. Oral Communication 2. Written Communication

8. NON – VERBAL COMMUNICATION 1. Body language 2. Kinesics, Proxemics & Paralanguage 3. Intention 4. Manner: directness,sincerity 5 Dress and clothing (style, color, appropriateness for situation) 7. Signs & Symbols.

9. IMPORTANCE OF NON-VERBAL COMMUNICATION 7 % of communication happens through words 93% of communication happens through non-verbal cues of which: 55% through facial expressions 38% through vocal tones

10. NON VERBAL COMMUNICATION

11. INTERESTING THINGS ABOUT BODY LANGUAGE It has no words or sentences, but it does send bits of information that combine into messages. Those messages, which are sometimes clear and sometimes fuzzy, are mostly about your feelings. People can learn to read those messages with a fair degree of accuracy.

12. You cannot not have body language- you are sending messages nonverbally all the time. Especially when you are trying not to! Your preferred body positions and movements do say something about the kind of person you are. If your words say one thing and your body another then people will believe your body, not your words. You can change how you’re feeling by consciously changing your body language. INTERESTING THINGS ABOUT BODY LANGUAGE

13. TYPES OF NON - VERBAL COMMUNICATION Kinesics Proxemics Paralanguage

14. KINESICS Eye contact and facial expressions Gestures Postures

15. PROXMICS Public space Over 12 feet Social Space 4 to 12 feet Personal Space 18 inches to 4 feet Intimate space 0 to 18 inches

16. PARALANGUAGE Cues one can pick up from an individual’s voice: Tone Rate of speech Accent Pronunciation Not WHAT you say but HOW you say it!!

17. EXAMPLES OF FORMAL COMMUNICATION 1.Office Order 2. Rules & Regulations 3. Policies 4. Guidelines 5. Work Instruction

18. TYPES OF INFORMAL COMMUNICATION (Grapevine) 1. Straight Line pattern 2. Informal Star Pattern 3. Probability Pattern 4. Cluster Net Pattern ADCB R Q P T S A C B E D H G F A C B D FE I H G A

19. TYPES OF COMMUNICATION – DIRECTION WISE 1. Upward Communication 2. Downward Communication 3. Lateral Communication LOWER MANAAGEMENT MIDDLE MANAAGEMENT TOP MANAAGEMENT UPWARDCOMMUNICATIONUPWARDCOMMUNICATION DOWNWARDCOMMUNICATIONDOWNWARDCOMMUNICATION

20. MEDIA OF ORGANISATIONAL COMMUNIATION 1.Employee Handbook 2.In House Magazines e.g. “Live Wire” 3.Statement covering Personnel Policies 4.Notice board 5.Information center

21. BARRIERS OF COMMUNICATION Communication Barrier Psychological & Human PhysicalOrganisational 1.Personal Emotion 2.Biases 3.Lack of trust 4.Premature Evaluation. 5.Expert Language 6.Sign & symbols 1.Geographical distance 2.Mechanical failure 3.Physical obstruction 4.Technological malfunction 5.Time lag 1.Rules & Regulations 2.Policies 3.Hierarchy 4.Culture

22. EFFECTIVE COMMUNICATION You can have the greatest ideas in the world, but they are no good to your company, or your career, if you can’t express them clearly and persuasively.

23. OVERCOMING COMMUNICATION BARRIERS ABC of Constructive Communication A Approach B Build Bridges C ustomize your communication

24. OVERCOMING COMMUNICATION BARRIERS Approach is the manner of addressing both the person and the subject Building Bridges: Respect, Trust, Commonality Customize: Seek first to understand, before being understood

25. 7 C’s OF COMMUNICATION Credibility Capability Content Context Channel Consistency Clarity

26. LISTENING

27. BARRIERS TO EFFECTIVE LISTENING Pre-judgement- Listeners who jump to conclusions Self-centeredness – Shift attention from speaker to themselves Selective Listening – Tune the speaker out Wandering mind – Your mind processes information four times faster than rate of speech.

28. LET THE OTHER PERSON KNOW YOU ARE LISTENING S: Stand or sit straight, turn your face squarely to the other and smile O: Have an open body position L: Lean towards the other person slightly E: Maintain Eye contact and make Encouraging noises R: Relax and be comfortable

29. IMPROVE YOUR LISTENING SKILLS Look beyond the speaker’s style Fight distractions Provide Feedback Listen actively

30. ACTIVE LISTENING Listen for concepts, key ideas and facts. Be able to distinguish between evidence and argument, idea and example, fact and principle. Analyze the key points Look for unspoken messages in the speaker’s tone of voice or expressions.

31. Keep an open mind. Ask questions that clarify. Reserve judgment until the speaker has finished Take meaningful notes that are brief and to the point ACTIVE LISTENING

32. TRANSACTIONAL ANALYSIS 1.Johari Window 2. Life Position

33. JOHARI WINDOW Open Self Closed Self Blind Self Known to Self Not Known to Self Known to Others Not Known to Others Hidden Self

34. LIFE POSITION I am OK – You are OK I am not OK – You are OK I am OK – You are not OK I am not OK – You are not OK

35. CHARACTERISTICS OF PERSONS HAVING DIFFERENT LIFE POSITIONS I am OK – You are OK I am OK – You are not OK 1.Normative 2.Supportive 3.Problem Solving 4.Innovative 1.Prescriptive 2.Patronising 3.Task obsessed

36. I am not OK –You are OK I am not OK – You are not OK 1.Indifferent 2.Ingratiating 3. Complaining 1.Traditional 2.Overindulgent 3.Cynical CHARACTERISTICS OF PERSONS HAVING DIFFERENT LIFE POSITIONS