Prepared for MSIT by C&K Management

OBJECTIVES

Understanding the Communication Loop Practising Active Listening Developing Skills for Effective Communication Understanding Feelings in Communication

Interpreting Non-Verbal Messages

Enhancing Interpersonal Effectiveness

Giving and Receiving feedback

WHAT IS COMMUNICATION
Basis for all Human Interaction
A Dynamic Process. Facilitates Understanding Builds Mutual Trust Helps Plan, Strategize, Negotiate and Manage Conflicts.

ELEMENTS OF COMMUNICATION

Sender or Initiator Receiver

Message
Context

Channel
Feedback

SIGNIFICANCE OF COMMUNICATION
Give & Receive information

Influence behavior

Motivate Action

Express feelings

Build Relationships

OTHER REASONS FOR COMMUNICATION

Supervision Learning Process Exchange of Ideas Introduction & Induction Entertainment

BARRIERS TO EFFECTIVE COMMUNICATION

Different Perceptions Different Levels of Intelligence Unmatched Language Different Interests Poor Expression Inattention/Distrust Environment noise, space, weather Past Experiences Bad Timing Hierarchical Inhibition Rapport and Pacing

COMMUNICATION - TYPES

Written Electronic (E Mail) Telephone (Voicemail) Face To Face Meetings

VERBAL & NON-VERBAL COMMUNICATION

Verbal (Words):

7%

Vocal (Tone):
Non-Verbal (Body Language):

38%
55%

VERBAL COMMUNICATION
Spoken word Written word Factors influencing speech (paralanguage) Same words have several meanings Volume & Pitch Tone or inflection Emphasis Speed Pause

NONVERBAL COMMUNICATION
Confirm or deny the spoken word KINESIS
-- Eye contact Facial expression Gestures Touch Posture and body movement Dress Lifestyle Material possessions

NONVERBAL COMMUNICATION
Environment

and artifacts

Room dcor, design, lighting, visual aids

Chronemics

being on time/late, rushing, meal times

Proxemics

- space, distance between people

Mannerisms

and Habits

COMMUNICATION IN PRACTICE
Enthusiasm
Confidence Well-groomed Attitude Style

& Poise Winning Smile/Being Pleasant Courtesy

CHECK-LIST FOR THE SENDER

Align Verbal and Non-Verbal Signals

Check Assumptions Remember the 6 Ws & 1 How Be Precise and Clear Be aware of receivers needs/background Minimize interference Ask for feedback Appropriate Time and Environment Three Cs Courtesy, Clarity, Concise

6 Ws & 1 H of COMMUNICATION

Who:
What: Whom: Why: When:

The Originator
The Message The Receiver The Reason The Timing

Where: The Place How: The Method

CHECKLIST FOR THE RECEIVER

Listen Actively Suspend Judgment - keep an open mind Clarify - Check the exact meaning Paraphrase - tell them what they told you Summarize - reflect on the main points Analyze feelings - see what is really meant by observing body signs

COMMUNICATIONMETHODS
Downward

Communication:
Communication:

(Superior to subordinate)
Horizontal

(Peer to peer)
Upward

Communication:

(Subordinate to superior)
Formal

and Informal Communication

IMPACT OF EFFECTIVE COMMUNICATIONS

Professional Advancement Social Advancement Increased Efficiency Better Relationships Improved Work Environment Clarity & Transparency Attitude Projection Pleasure Desired Action