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COMMUNICATION SKILLS

THE FUEL FOR CAREER CRUISE

• HIGH QUALITY COMMUNICATION


• THE HALLMARK OF ALL
HIGH
FLYERS IN ANY FIELD
Communication Benefits
• Stronger decision making
• Faster problem solving
• Earlier warning of potential problems
• Increased productivity and lower costs
• Stronger business relationships
Communication Benefits
• Clear, persuasive marketing messages
• Enhanced professional images
• Greater employee engagement
• Better financial results
• Stronger connection with stakeholders

Chapter 1 - 4
Effective Communication

Practical
Practical Factual
Factual

Concise
Concise Clear
Clear Persuasive
Persuasive

Copyright © 2010 Pearson


Education, Inc. publishing as Chapter 1 - 5
Prentice Hall
What Employers Expect
 Organizing ideas and information
 Expressing ideas and information
 Listening actively to others
 Communicating with diverse groups
 Using communication technology
Copyright © 2010 Pearson
Education, Inc. publishing as Chapter 1 - 6
Prentice Hall
What Employers Expect
 Writing and speaking effectively
 Adapting to audiences and situations
 Applying business etiquette
 Communicating ethically
 Managing time and resources
Copyright © 2010 Pearson
Education, Inc. publishing as Chapter 1 - 7
Prentice Hall
MISUNDERSTOOD

No one would talk much in society if


they knew how often they
misunderstood others.
(Goethe)
THE IMMORTAL EVIL
SURVEYS

MANAGERS

MOST IMPORTANT PROBLEM

FAILURES IN COMMUNICATION
“IT ALL COMES DOWN TO
COMMUNICATION”

# 1 Issue on
any
organization’s
Issue
Catalogue
TECHNOLOGY DRIVEN REVOLUTION IN
COMMUNICATION

FROM YESTERDAY TO TOMORROW


THE FIRST STAGE – late 70’s

• WORD PROCESSING SOFTWARE


• FONTS & FORMATS
• BOOK QUALITY DOCUMENTS
• SPELL CHECK & GRAMMAR CHECK
• ENHANCED CORPORATE IMAGE
THE 2nd STAGE – early 80’s

• FACSIMILE & E MAIL


• POSTAL BOTTLENECKS AVOIDED
• HI SPEED COMMUNICATION

IMMEDIATE RESPONSE IMPACT


GOOD COMMUNICATION SKILLS
GLOBALIZATION

 OUTSOURCING
 PARTNERSHIPS
 NETWORKING
 SUPPLIERS
SPAN & SPEED
MANAGERS NEED TO COMMUNICATE

Effectively with a far wider range of people than before


CHALLENGES
YOU WILL MAKE
THE DIFFERENCE
!

o MORE WORDS
o MORE INFORMATION
o MORE READY MADE
DOCUMENTS
THRIVING IN THE MODERN ERA

o GRAB ATTENTION EARLY


o WRITE CONCISELY
o CONSIDER THE IMPACT OF FORMAT
o FIND & USE THE RIGHT TONE
o WRITE EFFICIENTLY
o WRITE NATURALLY
THE PROCESS OF
COMMUNICATION
THE ROOTS
COMMUNIS COMMUNITY COMMUNISM

COMMON/SHARED
RECOGNITION AS A SKILL

SOCRATES

ARISTOTLE - THE
RHETORIC
THE OBJECTIVE
CREATING SHARED
UNDERSTANDING
THE FINAL MEASURE

1. You have SHARED Information with


another person.
2. They have understood it the way you
understand it.
THE communication process
The process
THE MESSAGE ORIGINATES

IDEA TRANSMISSION

SENDER Msg. medium Msg. RECIEVER

FEEDBACK
encode decode
The feedback

TRANSMISSION
RESPONSE

sender Msg. medium Msg. receiver

decode encode
FORMULATING THE MESSAGE

• THE PROCESS CAN BE INTERRUPTED BEFORE


IT BEGINS- UNFORTUNATELY!!!
WHAT AND HOW TO CONVEY

• TOO MUCH INFORMATION  CONFUSION


• EXPLAINING WITHOUT ADEQUATE BACKGROUND
• RECOMMENDING ACTIONS WITHOUT JUSTIFICATION
DECIDING ABOUT CONTENT

• INCLUDE ONLY THE INFORMATION THAT IS


USEFUL TO YOUR AUDIENCE

• ORGANIZE IT IN A WAY THAT ENCOURAGES ITS


ACCEPTANCE
EXPRESSING IDEAS
• LACK OF EXPERIENCE IN WRITING OR
SPEAKING
• LIMITED EDUCATION OR APTITUDE
• LIMITED VOCABULARY, GRAMMAR,
PUNCTUATION
• LACK OF EXPERITSE IN USING LANGUAGE
AN INABILITY TO PUT THOUGHTS
INTO WORDS CAN BE OVERCOME
THROUGH STUDY AND PRACTICE
THE CODES

 WORDS
 GESTURES / BODY LANGUAGE
 TONE
THE
mediums
•VERBAL

•NON-VERBAL

•WRITTEN
BARRIERS TO
COMMUNICATION

NOISE – ANY INTERFERENCE IN THE


COMMUNICATION PROCESS THAT DISTORTS THE
SENDER’S MEANING

• BETWEEN PEOPLE

• WITHIN ORGANIZATIONS
PHYSICAL BARRIERS
PHYSICAL BARRIERS
• NOISY SURROUNDINGS
• DISTRACTIONS
• BAD CONNECTION
• UNFAMILIAR PRONUNCIATION
• VERY LOW PITCH
• ILLEGIBLE HAND WRITING
• INCORRECT PUNCTUATION
MENTAL & EMOTIONAL
BARRIERS
PERCEPTUAL BARRIER

• REALITY IS LOOKED UPON DIFFERENTLY BY


INDIVIDUALS

• THE WORLD IS A FLOOD OF INFORMATION


DIFFERENCE IN PERCEPTION

• OUR SENSES RECEIVE, INTERPRET & STORE THE


INFORMATION AROUND US

• THE MENTAL MAP / FRAME OF REFERENCE IS


FORMED
PERCEPTION OF REALITY

• REALITY IS PERCIEVED THROUGH THE


INDIVIDUAL’S MENTAL MAP / FRAME OF
REFERENCE

• THUS OUR PERCEPTIONS ARE UNIQUE


OPINIONS
 WHAT IS TRUE
 WHAT YOU – OR OTHERS – SHOULD DO
 MILLIONS OF MENTAL MAPS SHAPE AND DRIVE
PEOPLE’S THINKING ALL THE TIME
 THINKING IS THE PROCESS OF DEVELOPING AND
CHANGING THE FRAME OF REFERENCE
SELECTIVE PERCEPTION

• SENDERS CHOOSE DETAILS THAT SEEM


IMPORTANT & RELEVANT

• RECEIVERS TRY TO FIT NEW DETAILS INTO


THEIR EXISTING PATTERN. IF IT DOES NOT
FIT THEY DISTORT THE INFO. INSTEAD OF
RE-ARRANGING IT.
OVERCOMING PERCEPTUAL
BARRIERS
• CAN BE DIFFICULT
• ANTICIPATE YOUR RECIEVER’S REACTION
• YOUR MESSAGE SHOULD HAVE MEANING FOR
THE RECIEVER
• TRY TO FIND SOMETHING USEFUL IN EVERY
MESSAGE YOU RECIEVE
THE LANGUAGE BARRIER

• WORDS ARE SYMBOLS USED TO REPRESENT


REALITY
• WORDS CARRY DIFFERENT MEANING –>
MENTAL PATTERNS
• VOCABULARY OF PEOPLE FROM DIFFERENT
BACKGROUNDS DIFFERS
OVERCOMING THE LANGUAGE
BARRIER
• USE THE MOST SPECIFIC & ACCURATE WORDS
• TRY TO USE WORDS YOUR AUDIENCE WILL
UNDERSTAND
• USE LANGUAGE THAT DESCRIBES RATHER
THAN EVALUATES
• PRESENT FACTS, EVENTS AND
CIRCUMSTANCES
RELATIONSHIP BARRIER

• THE EMOTIONAL RELATIONSHIP


• HISTORY

AFFECTS THE QUALITY OF COMMUNICATION


POOR LISTENING

• THE MOST COMMON BARRIER


• LACK OF ATTENTION ON THE RECIEVER’S PART
EMOTIONAL BARRIER

PRE-EXISTING MENTAL STATE

• INATTENTION TO A MESSAGE
• NEGATIVE / POSITIVE NEGATIVE REACTION
• EFFECTS ANALYSIS OF INFORMATION
EMOTIONAL BARRIER

• COMMUNICATION PROCESS IS LACED WITH


FEELINGS & EMOTIONS.
• THE CONTENT OF THE MESSAGE
• THE RELATIONSHIP BETWEEN THE SENDER &
RECIEVER.
EMOTIONAL BARRIER

• COMMUNICATION CAN BREAKDOWN IF


NEGATIVE FEELINGS DEVELOP ON THE
RECEIVING END

• THE SENDER OR THE RECIEVER MAY ALREADY


BE EMOTIONALLY UPSET
OVERCOMING EMOTIONAL
BARRIERS
• BE AWARE OF THE FEELINGS THAT ARISE IN
YOURSELF AND IN OTHERS AS YOU
COMMUNICATE. ATTEMPT TO CONTROL
THEM
• CHOOSE NEUTRAL WORDS TO AVOID
AROUSING STRONG FEELINGS
OVERCOMING EMOTIONAL
BARRIERS

• AVOID ATTITUDES, BLAME AND


CONTROVERSIAL SUBJECTS
DIFFERING BACKGROUNDS
• AGE
• EDUCATION
• GENDER
• SOCIAL STATUS
• ECONOMIC POSITION
• CULTURAL BACKGROUND
• TEMPERAMENT
• RELIGION
• POLITICAL BELIEF
OVERCOMINGDIFFERING
BACKGROUNDS
• AVOID PROJECTING OR IMPOSING YOUR
OWN BACKGROUND OR CULTURE ONTO
OTHERS
• UNDERSTAND OTHER’S BACKGROUNDS,
PERSONALITIES AND PERCEPTIONS.
• CERTAIN BEHAVIOURS DON’T MEAN THE
SAME TO EVERYONE
INCORRECT FILTERING
• A MESSAGE PASSES THROUGH PEOPLE
BETWEEN SENDER & RECIEVER

• SECRETARIES, ASSISTANTS

• THE MESSAGE CAN BECOME DISTORTED


FILTERING

A MESSAGE WILL BE GIVEN TO A STUDENT. AFTER READING


THE MESSAGE THE PAPER WILL BE GIVEN BACK TO THE
INSTRUCTOR. THE STUDENT WILL THEN COMMUNICATE THE
MESSAGE VERBALLY TO THE STUDENT SITTING NEXT TO
HIM / HER. THIS ACTIVITY WILL GO ON TILL THE LAST
STUDENT HAS RECEIVED THE MESSAGE.

NO CLARIFYING QUESTIONS ARE TO BE ASKED WHILE THE


INFORMATION IS BEING RECEIVED!!!!!

SIMULATION EXERCISE
OVERCOMINGTHE FILTERING
BARRIER
• TRY TO ESTABLISH MORE THAN ONE
COMMUNICATION CHANNEL

• ELIMINATE AS MANY INTERMEDIARIES AS


POSSIBLE

• CONDENSE THE MESSAGE DOWN TO THE


ESSENTIAL INFORMATION
CASE STUDY – SOUTHBAY
PARK
CASE STUDY – SOUTHBAY PARK

Now that you know what kind of people will


receive the PLAN for Southbay Park, try
adapting to their frame of reference.

What approach and words will increase the


chances of your plan being accepted by the
two stakeholders ?

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