Workshop ON Effective Communication Skills: Dr.V.Veera Balaji Kumar

WORKSHOP ON EFFECTIVE COMMUNICATION SKILLS
DR.V.VEERA BALAJI KUMAR

BHMS., M Sc. , M Phil Psych.
Director, Lotus Learning Solutions
Objectives
Define and understand communication and the communication process List and overcome the filters/barriers in a communication process Practice active listening Tips to improve verbal and non verbal communication
Dr.V.Veera Balaji Kumar
What is Communication?
COMMUNICATION IS THE ART OF TRANSMITTING INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON TO ANOTHER.COMMUNICATION IS THE PROCESS OF MEANINGFUL INTERACTION AMONG HUMAN BEINGS.
A skill is learned ability to do something well, especially after training and practice.
ESSENCE of communication
PERSONAL PROCESS OCCURS BETWEEN PEOPLE INVOLVES CHANGE IN BEHAVIOUR MEANS TO INFLUENCE OTHERS EXPRESSION OF THOUGHTS AND EMOTIONS THROUGH
WORDS & ACTIONS.

TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE. IT IS A SOCIAL AND EMOTIONAL PROCESS.
What are the most common ways we communicate?
Written Word
The Communication Process Basic Model
1. Sender has idea
1. Sender has idea
1. Sender has idea
2. Sender encodes idea in message
1. Sender has idea
1. Sender has idea
3. Message travels over channel
1. Sender has idea
1. Sender has idea
4. Receiver decodes message
1. Sender has idea
4. Receiver decodes message

5. Feedback travels to sender 1. Sender has idea 2. Sender encodes idea in message 4. Receiver decodes message



6. Possible additional feedback to receiver


6. Possible additional feedback to receiver

Types of Communication
Downwards Communication : Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feed back, approval to highlight problems etc. Upwards Communications : below, to give progress/problems, seeking Lateral or Horizontal Communication information save time.
It is non directive in nature from down feedback, to inform about approvals.
Among colleagues, peers at same level for level for information sharing for coordination, to
COMMUNICATION NETWORKS
In modern business environment communication extends beyond written or spoken words to listened word. Visual dimension added by T.V., computers has given to new meaning to communication. Formal Network Informal Network : Virtually vertical as per chain go command within the hierarchy. : Free to move in any direction may skip formal chain of command. Likely to satisfy social and emotional needs and also can facilitate task accomplishment.
HIERARCHY LEVEL
Executive Director
Manager
Vice President A.G.M. Manager Supervisor
Supervisor 1
Supervisor 2
Supervisor 3
Horizontal Comm.
Forman
MISCOMMUNICATION IN PRODUCT EVOLVEMENT
As Marketing Requested It
As Sales Ordered It
As Engineering Designed It
As Production Manufactured It
As Maintenance Installed It
What the Customer Wanted
Message Distortion
Downward Communication Through Five Levels of Management
Message
written by board of directors
Amount of message
100%
Message Distortion
Message
written by board of directors received by vice-president
Amount of message
100% 63%
Message Distortion
Message
written by board of directors received by vice-president received by general supervisor
Amount of message
100% 63% 56%
Message Distortion
Message
written by board of directors received by vice-president received by general supervisor received by plant manager
Amount of message
100% 63% 56% 40%
Message Distortion
Message Amount of message

received by vice-president received by general supervisor
100%
63% 56%
received by plant manager

received by team leader
40%
30%
Message Distortion
Message Amount of message

received by vice-president received by general supervisor
100%
63% 56%
received by plant manager

received by team leader received by worker
40%
30% 20%
Surmounting Organizational Barriers

Encourage open environment for interaction and feedback. Flatten the organizational structure. Promote horizontal communication. Provide hotline for anonymous feedback. Provide sufficient information through formal channels.
Barriers to communication
Noise Inappropriate medium Assumptions/Misconceptions Emotions Language differences Poor listening skills Distractions
A Classic Case of Miscommunication

In Central Harbor, Maine, local legend recalls the day when the Famous TV anchor Walter Cronkite steered his boat into port. The avid sailor was amused to see in the distance a small crowd on shore waving their arms to greet him. He could barely make out their excited shouts: Hello Walter, Hello Walter!
A Classic Case of Miscommunication

As his boat came closer, the crowd grew larger, still yelling. Pleased at the reception, Cronkite tipped his white captain's hat, waved back, even took a bow. But before reaching dockside, Cronkite's boat abruptly jammed aground. The crowd stood silent. The veteran news anchor suddenly realized what they'd been shouting: Low water, low water!
Mary Ellen Guffey, Business Communication: Process and Product, 5e

Ch. 1, Slide 48
Analysis of Flawed Communication Process

Sender has idea Warn boater

Sender has idea Warn boater Sender encodes message Low water!

Sender has idea Warn boater Sender encodes message Low water! Channel carries message Message distorted

Sender has idea Warn boater Sender encodes message Low water! Channel carries message Message distorted Receiver decodes message Hello Walter!
Barriers That Caused Cronkite Miscommunication
Frame of reference
Receiver accustomed to acclaim and appreciative crowds.

Maine accent makes "water" and "Walter" sound similar. Receiver more accustomed to speaking than to listening.
Language skills
Listening skills
Barriers That Caused Cronkite Miscommunication
Emotional interference
Ego prompted receiver to believe crowd was responding to his celebrity status.
Noise from boat, distance between senders and receivers.
Physical barriers
Which of these barriers could be overcome through improved communication skills?

Overcoming Communication Barriers

Realize that communication is imperfect. Adapt the message to the receiver. Improve your language and listening skills. Question your preconceptions. Plan for feedback.
Hearing Vs Listening
Hearing Physical process, natural, passive Listening Physical as well as mental process, active, learned process, a skill Listening is hard. You must choose to participate in the process of listening.
VALUE OF LISTENING
Listening to others is an elegant art.
Good listening reflects courtesy and good manners.

Listening carefully to the instructions of superiors improve competence and performance. The result of poor listening skill could be disastrous in business, employment and social relations.
Active listening
Active listening can eliminate a number of imaginary grievances of employees.
Active listening skill can improve social relations and conversation.

Listening is a positive activity rather than a passive or negative activity.
ESSENTIALS OF COMMUNICATION Dos

Always think ahead about what you are going to say. Use simple words and phrases that are understood by
every body.
Increase your knowledge on all subjects you are
required to speak.
Speak clearly and audibly. Check twice with the listener whether you have been
understood accurately or not

ESSENTIALS OF COMMUNICATION Dos

In case of an interruption, always do a little recap of what
has been already said.

Always pay undivided attention to the speaker while
listening.
While listening, always make notes of important points.
Always ask for clarification if you have failed to grasp
others point of view.
Repeat what the speaker has said to check whether you
have understood accurately.

ESSENTIALS OF COMMUNICATION DONTs

Do not instantly react and mutter something in
anger.
Do not use technical terms & terminologies not understood by majority of people.
Do not speak too fast or too slow. Do not speak in inaudible surroundings, as you
wont be heard.
ESSENTIALS OF COMMUNICATION DONTs

Do not assume that every body understands you.
While listening do not glance here and there as it
might distract the speaker.

Do not interrupt the speaker. Do not jump to the conclusion that you have
understood every thing.

How to Improve Existing Level of COMMUNICATION?

IMPROVE LANGUAGE.
IMPROVE PRONUNCIATIOON. WORK ON VOICE MODULATION. WORK ON BODY LANGUAGE. READ MORE LISTEN MORE
AVOID READING OR WATCHING OR LISTENING
UNWANTED LITERATURE, GOSSIP, MEDIA ETC.

How to Improve Existing Level of COMMUNICATION?

INTERACT WITH QUALITATIVE PEOPLE.
IMPROVE ON YOU TOPIC OF DISCUSSION, PRACTICE MEDITATION & GOOD THOUGHTS. THINK AND SPEAK. DO NOT SPEAK TOO FAST. USE SIMPLE VOCABULARY. DO NOT SPEAK ONLY TO IMPRESS SOMEONE. LOOK PRESENTABLE AND CONFIDENT.
Improving Body Language - Tips

Keep appropriate distance Touch only when appropriate Take care of your appearance Be aware - people may give false cues Maintain eye contact Smile genuinely
Success for YOU

in the new global and diverse workplace requires excellent communication skills!
Questions

Workshop ON Effective Communication Skills: Dr.V.Veera Balaji Kumar

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WORKSHOP ON EFFECTIVE COMMUNICATION SKILLS

DR.V.VEERA BALAJI KUMAR

Director, Lotus Learning Solutions

Dr.V.Veera Balaji Kumar

Dr.V.Veera Balaji Kumar

Dr.V.Veera Balaji Kumar

WORDS & ACTIONS.

Dr.V.Veera Balaji Kumar

What are the most common ways we communicate?

Dr.V.Veera Balaji Kumar

Dr.V.Veera Balaji Kumar

The Communication Process Basic Model

1. Sender has idea

Dr.V.Veera Balaji Kumar

The Communication Process Basic Model

1. Sender has idea

Dr.V.Veera Balaji Kumar

The Communication Process Basic Model

1. Sender has idea

2. Sender encodes idea in message

Dr.V.Veera Balaji Kumar

The Communication Process Basic Model

1. Sender has idea

2. Sender encodes idea in message

Dr.V.Veera Balaji Kumar

The Communication Process Basic Model

1. Sender has idea

2. Sender encodes idea in message

3. Message travels over channel

Dr.V.Veera Balaji Kumar

The Communication Process Basic Model

1. Sender has idea

2. Sender encodes idea in message

3. Message travels over channel

Dr.V.Veera Balaji Kumar

The Communication Process Basic Model

1. Sender has idea

2. Sender encodes idea in message

3. Message travels over channel

4. Receiver decodes message

Dr.V.Veera Balaji Kumar

The Communication Process Basic Model

1. Sender has idea

2. Sender encodes idea in message

3. Message travels over channel

4. Receiver decodes message

Dr.V.Veera Balaji Kumar

The Communication Process Basic Model

3. Message travels over channel

Dr.V.Veera Balaji Kumar

The Communication Process Basic Model

3. Message travels over channel

Dr.V.Veera Balaji Kumar

The Communication Process Basic Model

3. Message travels over channel

Dr.V.Veera Balaji Kumar

The Communication Process Basic Model

3. Message travels over channel

6. Possible additional feedback to receiver

The Communication Process Basic Model

3. Message travels over channel

6. Possible additional feedback to receiver