RASHMI KOTINCOMMUNICATION is a series of experiences of ……….. Hearing SMELL TOUCH SEEING TIMS-MAD- Communication, 12/10/11 2 DEFINITION OF COMMUNICATION Communication skills is the ability to use language (receptive) and express (expressive) information. Communication is the process of transmitting feelings. 12/10/11 3 . or emotions by two or more persons – Newman and Summer (1977) Communication is a continuing and thinking process dealing with transmission and interchange with the understanding of ideas. ideas. – Terry and Franklin (1984) TIMS-MAD. opinions.Communication. facts. beliefs . – Birvenue (1987) Communication is any means by which thought is transferred from one person to another – Chappell and Read (1979) Communication is an exchange of facts. facts and courses of action. attitudes. and ideas between living beings. 12/10/11 4 .COMMUNICATION GOALS To change behavior To get action To ensure understanding To persuade To get and give information TIMS-MAD.Communication. Most Common Ways to Communicate Speaking Writing Visual Image Body Language TIMS-MAD. 12/10/11 5 .Communication. and want to hear? •What's their preferred way of receiving information? •What will stop them listening to what you have to say? •And how will you know that they have got the message? •And you must reach the audience through the right communication channels. •The first step is to put yourself in the shoes of your audience. the best communications start with some good planning. you must be able to measure the effectiveness and how well the message is ‘bought’. Then.Getting the right messages across the right way! •Whether you need to communicate general day-to-day information or "big news" about major changes in your life/organization. following the communications . 6 . •What do they need to know. 12/10/11 7 .Communication.TYPES OF COMMUNICATION On the basis of organizational relationship Formal Informal On the basis of Flow Vertical Horizontal On the basis of Expression Oral Written Gesture TIMS-MAD. Communication. you can be very successful.How Good Are Your Communication Skills? Speaking. TIMS-MAD. For it to be successful. 12/10/11 8 . the receiver must understand the message in the way that the sender intended. Writing. We talk to people face to face. We write emails and reports. and we read the documents that are sent to us. When you communicate well. and Reading Effectively Communication skills are some of the most important skills that you need to succeed in the workplace or otherwise. Listening. and we listen when people talk to us. poor communicators struggle to develop their careers beyond a certain point. therefore. is a process that involves at least two people – a sender and a receiver. On the other hand. Communication. 2. When people talk to me. When I write a memo. Sometimes. Very Often 1.LETS TAKE A QUIZ………………. 12/10/11 9 . I try to see their perspectives. Rarely . I'm sometimes surprised to find that people haven't understood what I've said. 6. without worrying about how the other person perceives it. TIMS-MAD. 5. 4. I tend to keep this to myself and figure it out later. Often. I assume that we'll be able to work it out later. 3. I give all of the background information and detail I can to make sure that my message is understood. If I don't understand something. Ratings Not at all. or other document. I can tend to say what I think. email.Communication. and I deal with them up front. I try to anticipate and predict possible causes of confusion. Before I communicate. I use email to communicate complex issues with people. Before I send a message. 13. I use diagrams and charts to help express my ideas. 15. 12/10/11 10 . 10. I try to help people understand the underlying concepts behind the point I am discussing. and so on). This reduces misconceptions and increases understanding. TIMS-MAD. via memo. and how best to convey it. in a newsletter. I think about what the person needs to know. 8. When someone's talking to me.Communication.. over the phone. I think about what I'm going to say next to make sure I get my point across correctly. memo. 11. or email. I think about the best way to communicate it (in person. It's quick and efficient. 12. When talking to people. and then send it off right away. 9. I consider cultural barriers when planning my communications. 7. I pay attention to their body language. 14.Cont…. When I finish writing a report. I scan it quickly. and you choose the right ways of communicating.4. This will help you improve. Sometimes . The good news is that. People respect you for your ability to communicate clearly. Take the time to think about your approach to communication. You anticipate problems. and when you receive them. and they appreciate your listening skills.Communication. by paying attention to communication. as much as sending them. and enjoy much better working relationships! TIMS-MAD. You are not expressing yourself clearly. Rarely . and you may not be receiving messages correctly either. Often .SCORE INTERPRETATION Not at all .2 . but you sometimes experience communication problems. 36-55 You're a capable communicator.3.1. and focus on receiving messages effectively. 15-35 You need to keep working on your communication skills. you can be much more effective at work. 12/10/11 11 . both when you send messages. Very Often.5 56-75 Excellent! You understand your role as a communicator. If there's potential for miscommunication or misunderstanding due to cultural or language barriers. Familiarize yourself with your company's writing policies.” Consider the cultural context. Avoid jargon or slang. Good communicators use the KISS("Keep It Simple and Straightforward") principle. 12/10/11 12 . Anticipate the other person's reaction to your message. and yet make the most of your communication opportunity. With whom are you communicating? What do they need to know? Plan what you want to say. if you want to delegate a complex task. They know that less is often more. Understand what you truly need and want to say. Seek feedback on how well your message was received. "a picture speaks a thousand words. and diagrams wherever possible.. Check your grammar and punctuation. However. and other subtleties. Choose words and body language that allow the other person to really hear what you're saying. address these issues in advance. Check also for tone. an email will probably just lead to more questions. and that good communication should be efficient as well as effective.The Source – Planning Your Message To plan your communication: Understand your objective. As the saying goes. When you do this. Choosing the Right Channel You want to be efficient. and how you'll send the message. Using email to send simple directions is practical. you'll be able to craft a message that will be received positively by your audience. Encoding – Creating a Clear. charts. decide exactly how you'll say it. Well-Crafted Message When you know what you want to say. nuance. Why are you communicating? Understand your audience.Communication. so it may be best to arrange a time to speak in person TIMS-MAD. Another important consideration is to use pictures. attitude. we want to get our points out there. Level of interest. appealing. Defensiveness.Decoding – Receiving and Interpreting a Message It can be easy to focus on speaking.Communication. Occasionally think back about what the person has said. without thinking about what you'll say next. or interesting. Pay attention to his or her body language. Don't interrupt. Level of engagement with the message. As a speaker. because we usually have lots to say. Nod and smile to acknowledge points. Empathic listening and body language also helps you decode a message accurately. Avoid distractions. gestures. understanding your listener's body language can give you an opportunity to adjust your message and make it more understandable. you can spot: Confidence levels. 12/10/11 13 . Comprehension (or lack of understanding). By watching the facial expressions. Truthfulness (or lying/dishonesty). Feedback You need feedback. and posture of the person you're communicating with. TIMS-MAD. Allow the person to speak. you can't be sure that people have understood your message. because without it. Agreement. However. These will all help you ensure that you say what you mean. and hear what is intended. Pay attention to words and actions. you need to be able to communicate well if you're going to make the most of the opportunities that life has to offer. you can learn how to communicate your ideas clearly and effectively. As either a speaker or a listener. and understand much more of the information that's conveyed to you.Communication. 12/10/11 14 . TIMS-MAD. you're responsible for making sure that the message is communicated accurately. or as a writer or a reader. ask questions. and watch body language. By learning the skills you need to communicate effectively.Key Points: It can take a lot of effort to communicate effectively. 1. What is your purpose in communicating with this person? To be clear. 1.Communication. Clear. Concrete. People shouldn't have to "read between the lines" and make assumptions on their own to understand what you're trying to say. Coherent. TIMS-MAD. Complete. Make sure that it's easy for your reader to understand your meaning. 12/10/11 15 . 2.The 7 Cs of Communication A Checklist for Clear Communication The 7 Cs provide a checklist for making sure that your audience gets your message. Concise. 7. be clear about your goal or message. 5. 6. Courteous. 3. Clear When writing or speaking to someone. 4. try to minimize the number of ideas in each sentence. Correct. 2. Bad Example: Consider this advertisement: The ad where Jimmy Sheergill comments! Good Example: Consider this advertisement: The SUV with 32 features TIMS-MAD." "literally. Concise When you're concise in your communication." "you see. and there's laserlike focus. then your audience has a clear picture of what you're telling them. unnecessary sentences and eliminate words like "for instance." "basically. There are details (but not too many!) and vivid facts. Avoid redundancy. Your message is solid.“ "kind of." or "I mean. you stick to the point and keep it brief." "definitely.“ 3.Communication. 12/10/11 16 . Concrete When your message is concrete. Your audience doesn't want to read six sentences when you could communicate your message in three. And correct communication is also error-free communication. Thanks again. 12/10/11 17 . and I'm looking forward to moving ahead on our project.Communication. • Are there any grammatical errors? • Are all names and titles spelled correctly • Punctuations? • Spell Check? Bad Example: Hi Sheetal. Thanks so much for meeting me at lunch today! I enjoyed our conservation. and I'll speak to you soon! Best. Tracy Miller TIMS-MAD. it fits your audience. I'm sure that the two-weak deadline won't be an issue.4. Correct When your communication is correct. You keep your reader's viewpoint in mind. open. 12/10/11 18 . There are no hidden insults or passive-aggressive tones. All points are connected and relevant to the main topic. it's logical.Communication. and you're empathetic to their needs. Courteous Courteous communication is friendly. and honest. I gave it to Aarav to proofread. I wanted to write you a quick note about the report you finished last week. TIMS-MAD. Talk soon! Regards Divya 6. Coherent When your communication is coherent. He'll email you his detailed comments later this afternoon. and he let me know that there are a few changes that you'll need to make. Good Example Hi Abhay.5. and the tone and flow of the text is consistent. Communication. 12/10/11 19 . What meeting? When is it? Where? Chris has left his team without the necessary information. so that your audience clearly knows what you want them to do? Have you included all relevant information – contact names. locations. times.Complete In a complete message. for obvious reasons. in the second-level conference room. the audience has everything they need to be informed and. Bad Example: Hi everyone. Sanjay TIMS-MAD. take action. Good Example: Hi everyone. Does your message include a "call to action". The meeting will be at 10:00 a. Sanjay This message is not complete. if applicable. dates. Please let me know if you can't attend. See you then. I just wanted to remind you about tomorrow's meeting on the new telecommuting policies. and so on? 7. I just wanted to send you all a reminder about the meeting we're having tomorrow! See you then.m. Communication.Key Points: Credible – Does your message improve or highlight your credibility? This is especially important when communicating with an audience that doesn't know much about you. the more credibility we'll have with our clients. our boss. coherent. and courteous. 12/10/11 20 . and our colleagues. you'll stay clear. By doing this. correct. complete. concrete. Use the 7 Cs of Communication as a checklist for all of your communication. The better we communicate. TIMS-MAD. All of us communicate every day. concise. Creative – Does your message communicate creatively? Creative communication helps keep your audience engaged. Probing Questions Asking probing questions is another strategy for finding out more detail.Communication.Questioning Techniques Asking questions effectively Asking the right question is at the heart of effective communications and information exchange. Open and Closed Questions A closed question usually receives a single word or very short. They're really just statements phrased in question form: "Isn't John's design work so creative?“ TIMS-MAD. Rhetorical Questions Rhetorical questions aren't really questions at all. in that they don't expect an answer. "Are you thirsty?" The answer is "Yes" or "No". 12/10/11 21 . For example. factual answer. "Where do you live?" The answer is generally the name of your town or your address. Managing and coaching. TIMS-MAD. But by consciously applying the appropriate kind of questioning.QUESTIONNING Using Questioning Techniques You have probably used all of these questioning techniques before in your everyday life. Avoiding misunderstandings. De-fusing a heated situation. 12/10/11 22 .Communication. you can gain the information. Relationship building. at work and at home. response or outcome that you want even more effectively. and Persuading people. Questions are a powerful way of: Learning. mean. and help your team realize that you don't have any hidden agendas. KEY POINTS: Be authentic Pay attention to your audience. Teaching Stories (Aesop ‘s fables) – It can be very hard to teach without demonstrating. Practice TIMS-MAD. If you tell a "Who I Am" story when you first become a team leader. and that you want to work together with them to achieve a common goal. members of your new team sometimes make automatic judgments about who you are. "Why I'm Here" Stories – These are very similar to "Who I Am" stories.Communication. This can break down walls and help your team realize that you're a person just like them. Show that you're a good person. or "out to get them" without really knowing you. The goal is to replace suspicion with trust. They may see you as controlling. and that's the whole purpose of Teaching Stories. 12/10/11 23 . "Who I Am" Stories – When you start leading a team. you can give a powerful insight into what really motivates you.Story-Telling for Effective Communication Using stories to inspire Types of Stories Learn what kind of story to tell for different situations. People may be writing or doodling. TIMS-MAD. Eye contact – solid with a 'smiling' face. throat clearing. Gestures with hands and arms – purposeful and deliberate. red in face. with pupils constricted. Voice changes such as change in pitch. Complexion changes such as in color. His or her breathing rate increases. Perspiration increases. Working with a group: Have you ever delivered a presentation? What do these signs say?: Heads are down. Hand or fingers are in front of his or her mouth when speaking. or there are unusual/un-natural body gestures.Communication. His or her body is physically turned away from you. Speech – slow and clear. or gazing at something else. Eyes are glazed. stammering. Fiddling with pens. or there may be rapid eye movements. They may be sitting slumped in their chairs. 12/10/11 24 .BODY LANGUAGE First impressions and confidence Posture – standing tall with shoulders back. Lying: Eyes maintain little or no eye contact. Tone of voice – moderate to low. We listen to learn. Listening is one of the most important skills you can have.Communication.. We listen to obtain information. We listen to understand. ONLY AN EFFECTIVE LISTENER CAN BECOME AN EFFECTIVE COMMUNICATOR!!! TIMS-MAD. Use your own body language and gestures to convey your attention. 12/10/11 25 . Key elements of active listening : Repeating Engaging Acknowledging Responding Questioning Pay attention. We listen for enjoyment.Active Listening Hear what people are really saying……. Respond Appropriately. Show that you are listening. Communication. READ and READ EVEN MORE!!!! TIMS-MAD. Determination. Make an effort to speak English to your friends and family. Perseverance Overcome Language Barriers Pretend you are a newscaster and read out a paper in front of the mirror. 12/10/11 26 . Translate your thoughts and keep thinking in ENGLISH! READ. Make a list of these words and use at least 5 of them in your conversation during the day.Overcoming Communication Barriers Give your self confidence a boost by thinking positively Develop effective and achievable goals Create a motivation environment Introspection: SWOT Analysis (Self – Efficacy) Resilient . 12/10/11 27 .Communication.ANSWERS TIMS-MAD.QUESTIONS………………… AND ………………. 12/10/11 28 .THANK YOU! RASHMI KOTIN TIMS-MAD.Communication.