1. communication
skills
a workshop

2. Food for thought
When I have talked in anger, And my cheeks were flaming red, I have always uttered something, Which I wish I had not said.

3. What we aim to learn
To understand and appreciate the process of communication as an important constituent of the professional effectiveness
To understand oneself and improve interpersonal skills
Exposure to communication concepts
Diagnose and circumvent barriers to communication
To gain confidence and honing presentation skills

4. (concepts and processes)
introduction
(concepts and processes)

5. What is Communication
Communication is an exchange of information from the sender to the receiver with the message being understood as intended by the sender
Speaks
Writes
Acts
Draws
Sender
Idea
Encode
Words
Actions
Pictures
Numbers
Symbols
The receiver
Decode
Idea
Listens
Reads
Observes

6. Three ways to think about communication
Communication as ACTION: the transmission of information from one person to another through the use of symbols and their accompanying meaning.
Communication as INTERACTION: the exchange of information between two (or more) individuals through the symbols and their accompanying meaning.
Communication as MEANING CONSTRUCTION: the process by which two or more individuals arrive at ostensibly shared (or common) meanings or understandings for symbolic actions.

7. Some communication propositions
A. Communication occurs through the use of symbols and their accompanying meaning.
B. All objects, events, persons, and actions can function as symbols for communication.
C. Symbols do not possess inherent and universal meanings.
D. Symbols possess objective (physical) properties; but meaning
is inherently subjective and can only be inferred from the
interpretation of symbols.
E. The presumption of intentionality (i.e., conscious and
deliberate symbolic action) is a prerequisite for communication.

8. Importance Of Communication
Organizational / Functional:
greater information access and awareness
Improves coordination:
reduces logical gaps
Encourages cooperation:
helps bring everyone in the mainstream
Gives a direction:
to tasks and activities
Morale and empowerment

9. ….. Importance Of Communication
Decision making aid
Speeds up the organizational processes
Better focus on customer requirements
Generates a greater sense of organizational commitment and involvement
A problem solving tool:
by clarity, preciseness and feedback

10. Barriers to Communication
A barrier reduces or changes the quality of the message being transmitted
Types :
1. Physical Psychological
Poor health Lack of Concentration
Sound / noise Attitude and bias
Unsuitable temperature Lack of self discipline
Distractions Low emotional state

11. How to overcome the barriers
For the sender
Be clear about the message to be
sent
Be precise and to the point
Do not be verbose
Use a language understandable
to the receiver
Write the message if required
Request a feedback to ensure
receipt of message
For the receiver
Be attentive
Concentrate on the message
Ask for clarifications wherever
required
Listen objectively
‘Listen’ for body
language
Make notes if required

12. Upward From employee to superior Downward
Flow of communication
At the workplace
Upward From employee to superior
Downward
From superiors to the employee
Lateral
From one employee to another

13. Communication types
Verbal
Oral - the spoken language
Non verbal
Written
Body language
Expressions - facial, gestures, signs

14. Medium of Communication
Memos s
Notices
Company circulars
In-house magazines
Oral instructions

15. Gateways to Communication
A barrier removed is a gateway created.
We need to eradicate the ‘neps’ from the ‘fabric’ of our communication by practicing certain things.
1. Creating within one self the need and willingness to understand
2. Making the message appropriate to the receivers frame of reference
( speak the “language” of the listener)

16. ….. Gateways to Communication
3. Ability to describe others behavior without evaluating or interpreting.
4. Ask for feedback from the receiver
5. Reinforce communication by using more than one channel to convey the message
(Verbal, written, nonverbal)

17. EFFECTIVE COMMUNICATION
1. Plan your communication
maintain clarity of purpose “why”,
maintain clarity of idea, “what”.
2. Choose the medium
language
style
semantics

18. …. Effective Communication
3. Remove barriers ……. build gateways DO’s DON’Ts
- seek first to understand - remove all prejudices
and then to be understood - overcome any distractions
empathize with other people - reduce length of
values, beliefs, needs & sentiments communication channel
- use a common language
- clarify ideas before communicating

19. ….. Effective Communication
4. Active Listening
Listen with an open mind
Make an effort to understand
Empathize ……..reflect understanding
Be aware of what is said and what is not said
Don’t jump to conclusions……draw conclusions
5. Feedback
Check for accurate receipt of message
Check action/outcome in relation with the intent of the message.
Improve/alter message, if required.

20. the power of
listening

21. Listening : A lost art Why do we not listen?
actions speak louder than words
Seeing is easier than listening
Visual medium is powerful
We hear but don’t listen
look but don’t see

22. Listening- Interpretation
What the receiver receives may be different from what the sender sends.
What receiver receives depends on
His behavior
Past experiences
His values, motivation, need or his attitude
His world

23. What it takes to be a good listener
Ability to concentrate
genuine desire to understand the other persons point of view
Sensitivity to needs, emotions and body language
Humility: “You might have a point of view and I respect you”
A belief that other people are important and worth listening to.

24. How to be a good listener
Know your power as a listener
Ask questions
Reflect feelings
Let your body give reassuring messages
Know your prejudices
Avoid making snap judgements
Avoid anger

25. The Art of Listening Listening : an important human skill
indispensable for superiors
gets you respect, love and fame
shows that you care for and respect others
not listening could be psychologically upsetting for the other person
you can’t fake listening
the higher you go, the more you have to listen
it is a rare skill

26. The Art of Listening Listening needs an ability to concentrate
a genuine desire to understand the other persons point of view
sensitivity to needs, emotions and body language
humility - “I am not right alone, you might have a point and I respect you”
a belief that other people are important and worth listening to

27. The Art of Listening Poor Listeners
The fidget : “Why are you telling me ?”
The aggressive listener : tries too hard and as a result scares people.
The pseudo - intellectual : hears only ideas and not the emotions behind them
The passive listener : :I agree with whatever you say”
The inaccurate listener :”I can’t concentrate”

28. The Art of Listening How to be a good listener,
Know your power as a listener
Ask questions
Reflect feelings
Let your body give reassuring messages. Nodding, arms apart, legs not crossed, erect forward posture. All these give non-verbal messages that you are listening.
Know your prejudices. You must discount from all those matters towards which you are biased or passionate.
Avoid making snap judgments
Avoid anger. It always gets the better of you.

29. Importance Of Feedback
Feedback is necessary to check the effectiveness of the communication.
Feedback helps reflect upon how well the message has been encoded, transmitted and understood.
Feedback helps make mid-course correction if found required.
- in terms of action : changing strategy
- in terms of communication : changing message

30. How to take Feedback
- ask for it you are the sender or offer it if you
are the receiver
- observe
- evaluate the results achieved as against the
objectives set
- be objective while giving or receiving it
- focus on the task and performance aspects not
the individual’s personality

31. organisational
communication

32. Official Communication
1. Flow : vertical/horizontal/cross
2. Content : top-down are in the form of orders or directives
bottom-up are in the form of feedback or complaints
3. Through a proper channel : Who is the end audience? Who should know first ? What should the network be ?
4. “Information is power”. One who has the authority to communicate is considered powerful.

33. How to write memos that work
Begin with planning.
- what are the facts ?
- what do they mean ?
- what do I do now ?
Write short and to the point sentences
Write in the second person
Use memos to summarize group decisions, to list individual assignments and deadlines
Adopt a conversational style
Use the B - E - T method to help strengthen your memos content i.e.
- B = Bottom line E = Evidence T = tasks
Always keep your memos brief and precise

34. Communication Ethics
If intimation is power, and if we have information, then we must
respect and handle our communication with restraint.
Key Points:
maintain confidentiality -
confidential information is trust reposed
Confidential information is trust betrayed
certain information is `need to know’ - the job demands it, certain information is `desire to know’ - it may help in my job, and certain information is `desirable to know’, it may increase my power, fame and status.
Gossiping or bitching - is like `stabbing in the back’

35. …. Communication Ethics
Ownership of information - Permission of the owner is a must before using it.
Knowledge of information vs. use of information - having information does not mean you can use it.
Communication must flow through a proper channel - cutting across a channels causes heartburns, hurt and misunderstandings
Timing and place - be careful and sensitive to it.

36. Written Communication
Written communication as compared to oral communication is at
a disadvantage because of the absence of non-verbal gestures,
voice variation and physical expressions. This as a result
increases the importance of clarity and accuracy of the content
of our written message. To have effective written
communication, certain steps and guidelines may help.

37. Keep it short and simple
The steps
Plan
Keep it short and simple
Write it
Edit your writing
(Your communication)
(Brevity and precision)
(Commit it on paper)
(Check for corrections)

38. Steps
Step 1. Plan
Like nearly any activity, written communication too requires
a plan and a structure. Certain thins must be clearly ascertained, like,
Sender : From whom is the communication starting ?
Receiver : Who is the end receiver/audience of the written
communication?
Purpose : Why are we making the communication ?
What is the expected outcome I.e What do expect the receiver to do ?
These questions when answered and related will help us understand
and design the path, requirements and the construction of the message.

39. Step 2. Keep it Short & Simple (K.I.S.S.)
The Structure of the content of the message must be,
Brief: Brevity and simplicity avoids any confusion in understanding the message.
Specific : Only the issue or matter in question must be addressed. Other unrelated matters must not be included as it might decrease the significance of the main topic.
Sequence:The flow of or written communication must follow a logical and stepwise format.

40. Step 2. Keep it Short & Simple (K.I.S.S.)
The Structure of the content of the message must be,
Short Sentences : They facilitate easy and correct understanding of the message.
Simple usable words : Everyday used words maintain the harmony and expression of our communication.
Facts and Figures ; They help to give our communication objectivity. Relying on unclear, subjective assumptions and expectations blurs the message.

41. Meaning of the facts
Supporting data and clarification of the facts would help in the clarity of our communication.
Suit it to the audience
One message may need different degrees of explanations. This depends on the context, frame of reference and understanding capability of the receiver in question. We must explain and elaborate our message depending on the receiver.

42. Call for action
Our written communication should look for expected action to be taken based on it.
Request feedback
Our written communication must call for acknowledgment of receipt of information.Supporting the acknowledgment must be specific feedback on how the communication has been understood.

43. Step 3. Write It
Once we have done the above, we could proceed to actually writing our communication on paper, bearing a few things in mind.
Double spacing to improve readability,as used on this page.
Use of paragraph to make the communication more logical and understandable.
Neat, uniform handwriting, in case it is not typed or printed.

44. Step 4. Edit your writing
Effective editing is another step towards good writing. The key points to remember during editing are,
Edit your draft as brutally as if it was someone else’s copy.
Edit your draft from the readers point of view
Be specially critical of the first few paragraphs

45. Step 4. Edit your writing (cont.)
Look out for problems in any section you wrote when you were bored or tired.
Carefully study the content of your draft details, flow, forgotten points, unrelated issues etc.
Edit for brevity and clarity
Read aloud for style and tone
Edit again

46. Body Language
Interpreting body language is vital in any communication process
Observe the body movements and postures
Match the other person’s language
Some interesting interpretations of Rabbits
Sniffing: May be annoyed or just talking to you
Grunts: Usually angry, watch out or you could get bit!
Shrill scream: Hurt or dying
Circling your feet: Usually indicates sexual behavior.
He/She's in love.

47. Two basic groups of body language
OPEN/CLOSED and
FORWARD/BACK

48. RESPONSIVE
ENGAGED
leaning forward
open body
open arms
open hands
EAGER
(sprint position)
open legs
feet under chair
on toes
READY TO
AGREE
closes papers
pen down
hands flat on table
REFLECTIVE
LISTENING
head tilted
lots of eye
contact
nodding
high blink rate
EVALUATING
sucks glasses/
pencil
strokes chin
looks up and right
legs crossed in
4 pos.
(ankle on knee)
ATTENTIVE
(standing)
arms behind back
smile open feet
FUGITIVE
BORED
staring into space
slumped posture
doodling
foot tapping
LET ME GO
feet towards door
looking around
buttoning jacket
REJECTION
sitting/moving back
arms folded
legs crossed 11 pos
(thigh on knee) head
down frown
DEFENSIVE
(standing)
feet pointing in
hands clenched
COMBATIVE
LET ME SPEAK
finger tapping
foot tapping
staring
AGGRESSIVE
leaning forwards
finger pointing
fists clenched
DEFIANT
(standing)
hands on hips
frown
LYING
touches face hand
over mouth pulls
ear eyes down
glances at you
shifts in seat
looks down and
to left

49. presentation
skills

50. Preparing for a presentation
What is a presentation
A method of communicating with an audience by explaining or discussing on particular subject(s) aided by different tools
Preparing for a presentation
Collect and collate data regarding the subject and related
areas
Speak to experts in that subject for their ideas
Incorporate related practical examples, role plays etc
Identify the target audience
Prepare the transparencies and arrange for the tools/aids
Check for errors and correct them
Practice

51. Making effective presentations
Points to be kept in mind
Be clear about the subject and the purpose of the same
Collect accurate data and information on the subject
Collect data on related topics and areas
Use language understood by the audience
Frame your presentation around the target audience
Involve the audience by asking questions or games
Do not remain fixed at one position, move while speaking
Use gestures and expressions to drive the point home
Use presentation aids to generate interest and present data
Note critical points on a small note pad for ready reference
Provide a list of reference books, articles etc and handouts
Take a feedback at the end

52. An effective method of putting ideas across in a
Tools for effective presentations
Transparencies Overhead projector
Audio Visual facilities Handouts
Computer aided presentation - Power Point, CD ROM
Role plays, case studies, quizzes
Uses
An effective method of putting ideas across in a
comprehensive manner
- Proposals
- Training of employees
- Assignments to be submitted

53. Managerial requirements for communication
A. Managerial communication skills are used for:
Work facilitation
To inform, instruct and guide
Interpreting employee non verbal communication
Motivating subordinates
Breaking employee barriers and mindsets
Developing better interpersonal relations
As a ‘bridge’ between subordinates and superiors

54. B. What needs to be communicated Information/ Attitudes Data + Values
Moods
Emotions
C. The communication linkages
Superior Manager Subordinate
Peers

55. Some final guidelines
Practice active listening, listen for facts and feelings, content and
intent.
Identify barriers to good listening - and knock them down.
Guide conversations with "open" and "closed" questions.
Defuse difficult situations; encourage participation;
Build empathy and check understanding.
Read and use body language effectively.
Speak effectively and persuasively.

56. Summarizing…… Concepts, importance, barriers and ways to overcome them
Types, medium, gateways to communication
Effective Communication – how to achieve
Listening – importance, effective listening
Feedback – importance, how to receive
Organizational communication, memos
Communication Ethics
Written Communication – steps
Body Language - Types
Presentation Skills – how to deliver effective presentations

57. Thank
You