Quotes on Communication We have two ears and one tongue emphasizing more on our listening. A blow with a word strikes deeper than a blow with a

Transcription

1 Quotes on Communication We have two ears and one tongue emphasizing more on our listening. A blow with a word strikes deeper than a blow with a sword. Communication must be HOT. That s Honest, Open, and Two-way. It s not distance that keeps people apart but lack of communication. Nothing lowers the level of communication more than raising the voices. You cannot fool all the people all the time. Ask me no question I ll tell no lies. God has given us 2 ears and one tongue so listen more and speak less. All hearing is not listening, but all listening is hearing.

2 Communication Skills Communes is derived from a Latin word meaning share therefore we can say communication is a transfer of ideas, messages, feelings, plans, etc. from one person to another. It has the following characteristics It s a 2-way process Sender (Message encode) to receiver(decode/feedback) using various channels of communication It s a continuous process where receiver and sender s rolls can be reversed It s both verbal and non-verbal It s an art or a technique to be acquired What is the role of business communication in corporate world? Scope and Purpose For growth and sale ultimately leading to profit As a motivational tool Assign task Delegation of work Medium of sharing values, vision, mission, aims and goals of the company. For maintaining harmony in the company Maintaining business relations Expansion Global Development

3 AIM of Communication Gossip Express thoughts Guidance Sharing of opinions Motivation Instructions Marketing Public Addressing Advertising Image Building Warnings Policies Terms and Conditions Rules and Regulations Convincing Persuading

4 Communication is divided in 2 parts: - 1. Internal 2. External Communication is also divided as per the number of people involved: - 1. Intra Personal With self 2. Inter Personal With 2 or more people 3. Extra Personal With other living and non-living creatures 4. Mass Communication Addressing a large gathering 5. Media Global Communication Another type of division of communication is as per the flow of ideas in an organization: - 1. Vertical Communication a) Upward From Supervisor to Manager or manager to VP (reports, progress, targets achieved, requirements) b) Downward From CEO to Manager or from Manager to supervisor (rules, policies, deadlines, targets, goals, all major announcements, amendments) 2. Horizontal Communication Within the same division or same rank colleagues 3. Diagonal or Cross Sectional Communication With different divisions in an organization with both top and the executive involved

5 Communication is also divided as per the manner, kind and means: - 1. As per the means the communication is divided into a) Lingual b) Para lingual c) Extra lingual 2. The 2 major kinds of communication are: - a) Verbal I. Oral (Speeches, Viva, Meetings, GDs, Presentation, Interviews, Marketing) II. Written i. Letters ii. Memos iii. Reports iv. Minutes b) Non-Verbal I. Audio II. Video or Visual III. Body-language (eyes, hands, posture, gestures, facial expressions, head) IV. Para-language (voice inflection tone, pitch, volume) V. Proxemics VI. Kinesis VII. Chromic VIII. Haptics IX. Artifacts Communication is also divided into: - 1. Formal Communication a. Letters b. Memos c. All reportings d. Announcements

6 2. Informal a. Rumor b. Gossip c. Grapevine THE PROCESS OF COMMUNICATION INVOLVES A SENDER who encodes a message USES ANY MEANS OF COMMUNICATION TO SEND IT TO THE RECIEVER who decodes the message and gives appropriate feedback and so forth the process continues The 5 characteristics: - 1. Two Way Process 2. Continuous 3. Positions can be reversed 4. It s both verbal and non-verbal 5. Art and a technique to be acquired Not always the communication is smooth, there are different barriers to communication: - Noise Interruption Distance Lack of o Understanding o Communication Skills o Wrong Decoding Language Barriers Technical Problems Environment Lack of Audio and Video Presentation Obstacles Patience Mood of receiver

7 The major barriers of communication can be divided are: - 1. Physical Barrier (Distance, Noise, Obstacles, Environment, Non-receptive, non-verbal signs) 2. Psychological Barriers (Mood of the receiver, mindset of the sender, Family Psychology, Prejudices, Peer Pressure, Emotional Quotient) 3. Physiological Barriers (Any pain) 4. Language Barrier 5. Semantic Barrier (study of the meaning of the meaning, mera matlab ye nahi tha) 6. Technical Barriers (Hacking, Network problem, Slow Processing) 7. Prejudices and Perceptions (Mind setup) 8. Generation Gap 9. Religious Barrier 10. Social Barrier 11. Distractions and Interruption 12. International Barriers Question- Why do you think the receiver has to be fit mentally and physically to complete the process of communication? How to remove all the barriers of communication? To choose a more appropriate channels and words to convey the exact message. To advertise and to educate people. To understand the situation and the receiver s mindset. Using an interpreter or using translators and understanding the various meaning of meanings of different languages. Understanding the cultural and religious beliefs of the area. The ABC of communication A. ACCURACY B. BREVITY C. CLARITY

8 7 C s of communication Concise Correct Clarity Complete Courtesy Concrete Creative NON-VERBAL Communication: - Non-verbal communications are the science that play a very important role for a smooth communication. To reiterate verbal communication Can be misunderstood Non-verbal communication should be very precise Non verbal communication is of 2 types- 1. Audio 2. Visual Audio: - Advantages Clear, Instant Disadvantages Can be misunderstood, Technical default. Visual: - Advantages more impact, mixed with audio it s a form of entertainment Disadvantages technical snag, misunderstanding of pictures as per perception culture and religion, etc.

9 Body Language Posture Gestures Eye Contact, Eye Movement Facial expressions Hand movement Appearance and attire Paralanguage Voice Tone Inflexion Pitch Volume Word Stress Speed Speech Silence Silence Silence Speaks Volume Silence Speaks louder than words. Proxemics Proxemics include space, time, surroundings. Space o Intimate (6-12 inches) o Social (3-6 feet) o Conferences (10-20 feet) o Public (Open Space) Surroundings o The surroundings and Ambience of the place sets the tone of conversation. o Accessories o Amenity

10 o Colours o Music o Layout and design Time o Punctuality o Value o Doing appropriate things at the right time. Colours (Chromic) All colours convey a different meaning Colours set the mood of communication Black Emptiness White Peace, Serenity, Sorrow Red Anger, Love, Danger Blue Love, Tranquility Yellow Sunshine Green Prosperity, growth Haptics: Touch: o Touch is an important tool for communication as it conveys comfort, friendliness, expectations of the speaker The 2 most important touch are Good touch Bas touch o In the business world touch is more effective when combined with sincere oral communication o Ex. Consoling someone for the grief or congratulating for the win

11 Non-verbal communication is basically to Complement verbal Emphasize verbal communication Repeat verbal communication Regulate verbal communication And at times substitute verbal communication Then only it become an effective otherwise it can be contradictory or misconstrued(misunderstood).

12 VERBAL COMMUNICATION Verbal communication is always audience oriented The seven C s of verbal communication- Concise Correct Complete Concrete Courtesy Conclusion Candid / Candor (Honest) Verbal and linguistic modifiers, regulators and voice cultures Modifiers: o Sentence construction that relays information regarding head or subject of the sentence. o The main clause should be with the performer or the subject o Ex. Snuggled up near the crackling fire the winter storm raged while the children read aloud. actual sentence should be snuggled up near the crackling fire while the children read aloud o Restrictions are normally used in the predicate of the sentence and they are mostly words, sometimes nouns adjectives and prepositions are also used I read the Times quite often He read the letter carefully A very important period Very proud of a progress Almost in the dark Right behind the shell We arrived in Varanasi

13 Voice Cultures: o 4 steps verbal communication to begin: Hearing Regulating your breathing Attire Steps for a presentation in verbal communication Choose the most appropriate topic Research Make an outline Know your audience (gaze your audience) Personal appearance Practice Attire Confidence Communication skills Candid Sincerity Use of voice cultures o Pitch variation o Tone variation o Emphasis Process of listening Hearing Understanding Analyzing (Evaluating) Reacting Recalling Feedback

14 Factors that affects listening Language Personal interest Environment Sex preferences Pitch Personal name Silence Sudden Impact Incentives and rewards The speaker Topic Traits to be developed for listening Hearing and analyzing Note making Developing an interest in the topic Patience Usage of the hearing Ambience Types of listening Marginal listening Apprehensive listening Evaluative listening Comprehensive listening Emphatic listening Therapeutic listening Effective listening How to develop listening skills 1. Language learn the basics or interpreter. 2. Perception Modify the perceptions 3. Expectations Tone down your expectations

15 4. Speaker (too fast, tone of the voice) topic, tone, presentations skill of the speaker, adjust and adapt or politely ask. 5. Listener (inattentiveness, know all attitude, reject everything, criticize everything, too ambitious) develop the skills, patience and nurture the topic 6. Environmental barriers (ambience, cacophony, discussion, gossip, noise, odd time) better ambience to talk in less noisy place 7. Conception of non-verbal communication Understanding non-verbal communication. 8. Faking Attention Be more attentive, don t fake. 9. Listening for facts. Find out: - Mixing of forest and trees Over splitting and over lumping

16 Keys to effective listening 1. Areas of Interest 2. Speaker content and delivery 3. Listen for ideas 4. Hold your fire 5. Be flexible 6. Distractions 7. Work or making notes while listening 8. Thought is faster than speech 9. Exercise of mind Bad listener 1. A bad listener will never take interest in topics he s not interest 2. Body language is bad then a bad listener will not listen 3. Bad listener listens only for facts 4. A bad listener would either switch off or only hear or get into an argument 5. The bad listener doesn t give anyone a chance 6. Bad listener will get distracted easily 7. Bad listener will make no notes 8. Bad listener is day dreaming 9. Bad listener will connects with emotional words and has difficulty in understanding jargon Good listener 1. A good listener will understand and analyze it 2. A good listener will keep benefit of doubt and judge by content 3. Good listener hears for knowledge 4. A good listener will comprehend analyze and then question 5. Good listener hears everybody s point of view 6. Good listener tries hard to resist 7. A good listener will make notes 8. Good listener summarizes concludes the topic 9. A good listener takes it as a challenge and as an exercise for his mind, and doesn t get hung up on emotional words.

17 So we therefore conclude for critical thinking we need to develop effective listening skills that can be developed by Perceiving Arranging Reasoning Inquiring How to improve your listening skills? 1. Stop talking and Listen carefully 2. Give the speaker a chance 3. Show a little empathy and give a feedback 4. Don t create distractions 5. Ask logical questions 6. Try to relate to the topic 7. Give a proper feedback