COMMUNICATION SKILLS

AND ITS IMPORTANCE

INTRODUCTION OF PRESENTER
Science graduate
Post Graduation in Production and
Operations Management
MBA in Telecommunications
Industrialist
Businessman
Chairman of eHealth Groups

COMMUNICATION
MEDIA - TO MOVE SOMETHING, FROM ONE
PLACE TO THE OTHER
PHYSICAL

ROADS
RAILWAYS
AIRCRAFT
LIFTS AND ESCALATORS

ELECTRONIC (WIRED & WIRELESS)

TELEPHONE
RADIO
TELEVISION

COMMUNICATION
PRINT
NEWSPAPERS
BOOKS
BROCHURES

AUTOMATION
REMOTE CONTROLS
AUTO PILOT AND AUTO LANDING
UNMANNED AIRCRAFTS AND TRAINS

COMMUNICATION DEFINED
TRANSFER OF MESSAGE FROM ONE MIND (SENDER) TO
OTHER MIND (RECEIPIENT) WILL BE SUCCESSFUL, IF
FOLLOWING STAGES ARE PERFORMED WELL
SOURCE
SELECT THE MESSAGE ACCORDING TO THE
SITUATION AND THE AUDIENCE
WORDING THE MESSAGE
UTTERING THE WORDS
TARGET
LISTENING
UNDERSTANDING
REGISTERING THE MESSAGE

AIMS OF COMMUNICATION
TO GET THE BEST RESULTS FROM
OUR COMMUNICATION, FOLLOWING
FOUR AREAS ARE TO BE WATCHED

WHAT WE MEAN TO SAY?

WHAT WE ACTUALLY SAY?
WHAT THE OTHER PERSON HEARS?
WHAT THE OTHER PERSON THINKS HE
HEARS.

The Communication Cycle

Encoding

Channel

Message

Decoding

Message

Source

Receiver
Feedback

To be an effective communicator and to

get your point across without
misunderstanding and confusion, your
goal should be to lessen the frequency of
problems at each stage of this process,
with clear, concise, accurate, wellplanned communications

TYPES OF COMMUNICATION
SOUNDS
TALKING, MUSIC, COUGHING, WHISTLING, CRYING,
BARKING

EXAMPLES : RADIO, TELEPHONE, TAPE-RECORDERS

SIGNS
ALPHABETS, DRAWINGS, SIGN LANGUAGE

EXAMPLES : WRITING, PICTURES, SIGNAGE,

ACTIONS,EXAMPLES : GESTURES

COMBINATION OF TWO : TELEVISION, CINEMA, LIVE

CONCERTS

OTHER SENSES
FEELING - BRAILLE, HOT, WARM, ROUGH
SMELLING FLOWER, GARBAGE
TASTE BITTER, SWEET, SOUR,

TYPES OF COMMUNICATION
VERBAL
TALKING, CRYING, LAUGHING,
SHOUTING

NON-VERBAL (BODY-LANGUAGE)
HAIR STYLING, DRESSING, ATTIRE
POSTURE, HAND MOVEMENTS
GESTURES, EYE-MOVEMENTS, SMILE,
TEARS, RAISED EYE-BROWS, WRINKLES
ON THE FOREHEAD

TYPES OF COMMUNICATION
SPIRITUAL (HYPOTHETICAL)
MOTHER CHILD COMMUNICATION AND
LACTATION
LAILA - MAJNOO COMMUNICATION
PROPHECIES
DREAMS
PRAYERS

SELLING PROCESS
THE CHANNEL GETS RICHER AS YOU
SEE YOUR BUYER MORE INTERESTED
YOUR STEPS ARE AS FOLLOWS
SEND A BROCHURE/CATALOGUE
WRITE A LETTER OR E-MAIL
MAKE A PHONE CALL
MEET PERSONALLY TO DECIDE

A BUYING PROCESS
THE CHANNEL GETS RICHER AS YOUR
INTERST ENHANCES. IN A
PROCUREMENT PROCESS YOU GO
THROUGH THE FOLLOWING STEPS
READ BROCHURES/CATALOGUES
WRITE A LETTER OR E-MAIL
MAKE A PHONE CALL
PERSONALLY VISIT TO DECIDE

Hierarchy of Media Richness

Rich

Overloaded
Zone
Media
Richness

Face-to-face
Telephone

E-mail
Newsletters

Oversimplified
Zone

Lean
Routine/
Clear

Situation

Nonroutine/
Ambiguous

HOW TO BE MORE EFFECTIVE?

DO HOMEWORK AND REHEARSE
PRESENT IDEAS IN ORDERLY
MANNER AND COMPREHENSIVELY
LISTEN TO YOUR AUDIENCE
HAVE RIGHT VOICE MODULATION
OPTIMUM VOLUME
VOCAL VARIETY
MAKE IT PERSUASIVE

Persuasive Communication
Communicator
Characteristics
Expert
Credibility
Attractive

Communication Medium

Message
Content
Present all sides
Few arguments
Emotional appeals
Inoculation effect

Audience
Characteristics
Self-esteem
Inoculated

HOW TO BE MORE EFFECTIVE?

BE STIMULATING
BE CONCIOUS OF BIAS
APPLY BODY LANGUAGE
HAVE A SMILE ON YOUR FACE
BE A MIRROR OF YOUR MESSAGE
EMPHASISE ALL THE TIME
USE THE KISS METHOD
MAINTAIN A RIGHT DISTANCE

Effective Communication

Enjoy yourself. The

audience will be on
your side and want to
hear what you have to
say!

Use of Visual Aids

Overhead Transparencies, Slides, Flip
Charts, Videos, Handouts and Props
Multi-Media Presentation as being done
now.
Experiment with PROPs

Concave and Convex Mirrors

Dispersal of Light (Prism and Disc)
Magnets (Attraction of the Opposite Poles)
Recipe for a perfect Society

Creativity
K.Amruth Kumar 2005

Creativity
K.Amruth Kumar 2005

A
PRETTY
FLOWER

IN THE
THE GARDEN

Creativity
K.Amruth Kumar 2005

Use of Examples and Stories

Examples from real life

Stitch in time saves nine

ABC & Co did not complete Book-Keeping
on timely basis and that resulted into
serious chaos

Stories to establish your view-point

Unity is the best policy

Story of the dying man and his 3 sons and
the bundle of sticks

WHAT NOT TO DO?

EXAGERRATION
FILTERING
VAGUENESS AND GENERALITY
EGOCENTRIC LANGUAGE
JAW-BREAKERS -LANGUAGE
DEVIATION FROM THE SUBJECT

WHAT NOT TO DO?

CONFUSING FACTS WITH OPINIONS

HANDS TO FACE GESTURES
HANDS IN THE POCKET
OBJECTIONABLE POSTURES
AHs AND PAUSEs UNWANTED
WORDS OR PHRASES

MISCOMMUNICATION

MISCOMMUNICATION
A FEW MISUNDERSTOOD WORDS MEAN
LIFE AND DEATH
WORST AVIATION DISASTERS DUE TO
MISCOMMUNICATION
IN 1977 IN CANARY ISLANDS, TRAFFIC
CONTROLLER GAVE DEPARTURE
INSTRUCTIONS, KLM 747 PILOT THOUGHT
ITS DEPARTURE CLEARANCE. HE PULLED
THE THROTTLE AND HIT A PANAM 747 ON
THE RUNWAY KILLING 583 PEOPLE.

MISCOMMUNICATION
BOTH WERE SPEAKING ENGLISH AND
THE AIR-TRAFFIC CONTROLLER GAVE
THE RIGHT MESSAGE. BUT THE
PILOT MISUNDERSTOOD.
RESULT DEATH
SIMPLE MISUNDERSTANDINGS,
ALTHOUGH THE INTENTIONS ARE
CLEAR.
RESULT RELATIONSHIP IMPAIRED

Chinese
Whisper
MESSAGE PASSED FROM PERSON TO
PERSON BY WHISPERING.
THE MESSAGE CHANGES
DRAMATICALLY, FROM THE ORIGINAL
IDEA

ORIGINAL MESSAGE
A KING WEARING A RED TURBAN
AND A WHITE ROBE ORDERED HIS
GENERAL TO ADVISE HIS SOLDIERS
TO CLOSE THE BORDERS FOR A
LIMPING MAN, WHO MAY DESTROY
THE PEACE OF HIS NATION

Communication- Two Way Process

Sender
Form
message

Transmit
Message

Encode
message

Receiver
Receive
encoded
message

Decode
message

Encode
feedback

Form
feedback

Noise
Decode
feedback

Receive
feedback

Transmit
Feedback

Communication is integral for any

relationship, be it at home, with friends, or at
work. Research has shown consistently that a
deficiency in this skill can absolutely ruin
relationships. The foundation of solid
interpersonal skills is not just making yourself
be heard but also involves an understanding of
where other people are coming from.

BE A GOOD LISTENER
COMMUNICATION IS NEVER A ONE WAY
PROCESS
WHEN OTHER PERSON IS TALKING, SHUTUP
PAY TOTAL AND UNDIVIDED ATTENTION
WHEN LISTENING
WATCH YOUR BODY LANGUAGE
LISTEN FOR SIGNALS
DO NOT GET EMOTIONALLY INVOLVED
USE EXPRESSIONS LIKE I SEE ETC.

Active Listening Process and

Strategies
SENSING
Postpone evaluation
Avoid interruptions
Maintain interest

ACTIVE
LISTENING
RESPONDING
Show interest
Clarify the message

EVALUATING
Empathize
Organize information

COMMUNICATION WAVELENGTHS
LEVEL 5 : CLICH CONVERSATION
HOW ARE YOU? NICE DAY! ETC.

LEVEL 4 : SMALL TALK

WEATHER, TV, CURRENTS AFFAIRS

LEVEL 3 : FACTS & OPINIONS

EXCHANGE OF IDEAS AND FACTS

LEVEL 2 : EMOTIONS AND FEELINGS

FRIENDS, FAMILY, PAINS, PLEASURES

LEVEL 1 : PEAK COMMUNICATION

INTIMATE FRIENDS, SPOUSE, CHILDREN

IMPORTANCE
SUCCESSFUL BUSINESSMAN - LEE
IACOCCA
GREAT RESEARCHES
HAKIMS

viz a viz ALLOPATHY

POLITICAL LEADERS
REVOLUTIONARIES
SUCCESSFUL LAWYERS
ACTORS

COMMUNICATION REVOLUTION

REVOLUTIONARY CHANGES
E-MAIL, VIDEO COMMUNICATION
ELECTRONIC CONFERENCING
DOCUMENT CONFERENCING
A person will not be respected for his
physical attire but for his
communication skills

CONCLUSION
YOU NEED TO BE A BETTER COMMUNICATOR
TO
BE POPULAR AT HOME AND AT YOUR
INSTITUTION.
TO BE EFFECTIVE IN SELLING AND
COMMUNICATING YOUR IDEAS TO OTHERS
TO IMPROVE YOUR PERSONALITY
TO BE MORE PRODUCTIVE
TO PROGRESS IN LIFE
TO INFLUENCE PEOPLE
TO ACHIEVE YOUR DREAMS

Reading Test
I cdnuolt blveiee taht I cluod aulaclty uesdnatnrd
waht I was rdgnieg
-------------------------------------------------------THE PAOMNNEHAL PWEOR OF THE HMUAN MNID
Aoccdrnig to a rscheearch at Cmabrigde Uinervtisy,
it deosn't mttaer in waht oredr the ltteers in a wrod
are, the olny iprmoatnt tihng is taht the frist and
lsat ltteer be in the rghit pclae. The rset can be a
taotl mses and you can sitll raed it wouthit
porbelm. Tihs is bcuseae the huamn mnid deos not
raed ervey lteter by istlef, but the wrod as a wlohe.
Amzanig huh?

Communication Skills
Successful Career
In a recent survey of recruiters from
companies with more than 50,000
employees, communication skills
were cited as the single more
important decisive factor in choosing
managers

Communication Skills for

Successful Career
. The survey, conducted by the
University of Pittsburghs Katz
Business School, points out that
communication skills, including
written and oral presentations, as
well as an ability to work with others,
are the main factor contributing to
job success

THANK YOU