Finishing School Course Plan ACD

2511: Communication

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The Objectives of This Session
To make participants familiar with the concept, content and
didactics of Communication.
To expose participants to likely challenges of Communication and
help them develop their own strategies for responding to such
challenges.
To give participants a clear understanding of the power of
Communication.
To thereby help participants develop convictions about the likely-
hood of their success through deployment of Communication skills.
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The Mechanics of Leadership
3
Clear Vision & Strategy
Desire to change situation
- The Cause
Effective
Communication
Conviction
Belief
Perseverance
&
Energy
Integrity /
Character
Empathy
Skills,
Lead by Ex.
Team-work
Team
Success
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What is Communication
Communication is the transmission of information from a
sender to a receiver with the message being understood
by the receiver as intended by the sender.
Communication process stages: idea generation,
encoding of message, selecting a medium, and then
decoding of the message (by the receiver). Feedback
from the receiver generates two way communication.
Feed back
(Response)
Idea
Encoding
(Forming)
Medium
Decoding
(Perception)
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Communication involves the use of various human faculties
such as reading, writing, speaking, listening, seeing, feeling,
painting, miming etc.

Characteristics of Communication - I
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Forming, perception & response in the communication
cycle is affected by several filters such as
Values & Attitudes
Past experiences
Motivation & needs
Environment
Relation between sender& receiver and others.
Characteristics of Communication - II
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Exercise On Communication Filters
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Effective Communication
Communication is said to be effective when the receiver
Receives the message without distortion
Understands the content as intended by the receiver, and
generates the expected Response
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Communication Rights and
Responsibilities
Rights
1. To be treated with
respect.
2. To have and express
your own opinions.
3. To ask for what you need
and want in order to be
effective.
4. To set reasonable limits.
Responsibilities
1. To treat others with
respect.
2. To listen to the opinions
of others.
3. To acknowledge and
address the needs of
others.
4. To respect the limits and
boundaries of others.
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Styles of Communication
I am OK I am not OK
You are
OK
Assertive
Win-Win
Passive
Lose-Win
You are
not OK
Aggressive
Win-Lose
Passive Aggressive
Lose-Lose
Communication styles can be categorized
based on the basic nature of the
communicator as follows -
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You can be aware of, control, and choose the messages you give to
others and influence their performance accordingly.
Communication
Self Improvement Cycle
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Listening - I
It is an ability to elicit, absorb and retain spoken
information.
Research says that listening is the most prevalent way of
learning
9%
16%
25%
45%
Speaking
Doing
5%
It is an ability to elicit, absorb and retain spoken
information.
Research says that listening is the most prevalent way of
learning
9%
16%
25%
45%
Speaking
Doing
5%
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Listening - II
Eliciting information in listening:
For eliciting more information, it is necessary to give
appropriate feedbacks to the speaker. The feedback can
be given in many ways to show good listening.
The listener keeps looking at the speaker
The listeners body is in open position
The listener is smiling with a pleasant & encouraging
expression
Listener looks relaxed but alert, neither tense nor
slouching
Listener utters humming sounds
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Barriers to listening - I
Not concentrating - daydreaming, mind wandering,
dozing, too many objects of attention
Lack of interest and relevance of the topic.
Listening too hard - trying to remember every fact, no
matter how minute
Speed of inputs too high for effective listening
Jumping to conclusions
Over hurrying for action
Over focusing on delivery instead of message - speakers
accent, clothes, stuttering, presentation tools , body
language
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Some examples of poor listening personalities:
The Fidgeter : Just let me go ?
The aggressive listener : Listens too hard - scares
speakers.
The pseudo - intellectual : hears only ideas and not the
emotions behind them
The assumer: Interprets own meanings
The passive listener : :OkOkOk
The inaccurate listener :what did you saycome
againplease repeatwhat was that again
The somnambulist: Zzzzzzzz.
Barriers to listening - II
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Overcoming Barriers
Ask questions & respond online (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 & non defensive)
Know your prejudices. You must discount from all those
matters towards which you are biased or passionate,
being open minded.
Avoid making snap judgments
Dont be diverted by appearance or delivery
Train yourself.
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A wise man reflects before be speaks; a fool speaks, and
then reflects on what he has uttered.

- French Proverb
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Speaking
Effective speaking is the art of conveying
information, instructions, ideas, ideals etc.,
through spoken words such that the speaker is
able to embed all his thoughts into the minds of
the people with whom he interacts.
Since the greater part of human interactions is
verbal the importance of this skill needs no
explanation.
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Take initiative
Be polite
Be pleasant (smile, jokes)
Be clear and concise (tone, accent, emphasis,
pronunciation)
Cite negative opinions/ disagreements honestly,
but in a positive/ objective manner
Seek Feedback
While Speaking
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While Speaking over phone
Decide to talk over the phone after carefully considering
the suitability of the topic for the medium.
Write down in advance what you want to say and in what
order
Smile
Speak slowly
Always be polite and friendly
For long messages, follow a script
Get confirmation
Monitor your time
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Barriers to speaking?
Reluctance to break the ice with/ fear of, strangers.
Lack of Language skills.
Lack of self confidence.
Self consciousness about ones own appearance etc.
Lack of subject knowledge
Fear of rejection.


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Overcoming barriers to speaking
Develop openness to strangers
Dont be afraid of language errors, while practicing a new
tongue.
Develop self-esteem.
Develop good grooming habits.
Stick to well known topics while initiating a conversation.
Be clear about your own lacunae of knowledge and work
on closing those gaps.
Deploy listening skills when faced with unknown topics.
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Written Communication
It is the art of conveying information, instructions, ideas,
etc., through written words or symbols such that the sender
is able to convey all his thoughts into the minds of the people
who read his messages.
Written communication is less personal and therefore has
lower emotion, as compared to oral communication. It is
therefore important that we take greater care to ensure the
clarity and accuracy of written messages.
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The steps For
Effective Written Communication



Plan
(Your communication)
Keep it short & simple
(Brevity and precision)

Write
(Commit it on paper)



Edit
(Check for corrections)


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Written communication
Effective Email Guidelines
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Email Guidelines - I
Use simple language, clear, concise, and crisp sentences.
Use proper spelling, grammar and punctuation where
needed
Write short paragraphs, and cover only one key idea in
each paragraph
Insert a space line between each paragraph and Keep the
text left aligned.
Use templates for frequently used responses
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