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Importance of communication skillsin profession

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COMMUNICATION SKILLSAND ITS IMPORTANCE

Management Development

Series

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COMMUNICATION

• MEDIA - TO MOVE SOMETHING, FROM ONE PLACE TO THE OTHER

• PHYSICAL• ROADS• RAILWAYS• AIRCRAFT• LIFTS AND ESCALATORS

• ELECTRONIC (WIRED & WIRELESS)• TELEPHONE• RADIO• TELEVISION

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COMMUNICATION

• PRINT• NEWSPAPERS• BOOKS• BROCHURES

• AUTOMATION• REMOTE CONTROLS• AUTO PILOT AND AUTO LANDING• UNMANNED AIRCRAFTS AND TRAINS

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COMMUNICATION DEFINED

TRANSFER OF MESSAGE FROM ONE MIND (SENDER) TO OTHER MIND (RECEIPIENT) WILL BE SUCCESSFUL, IF FOLLOWING STAGES ARE PERFORMED WELL

• SOURCE• SELECT THE MESSAGE ACCORDING TO THE

SITUATION AND THE AUDIENCE• WORDING THE MESSAGE• UTTERING THE WORDS

• TARGET• LISTENING• UNDERSTANDING• REGISTERING THE MESSAGE

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AIMS OF COMMUNICATION

• TO GET THE BEST RESULTS FROM OUR COMMUNICATION, FOLLOWING FOUR AREAS ARE TO BE WATCHED• WHAT WE MEAN TO SAY?• WHAT WE ACTUALLY SAY?• WHAT THE OTHER PERSON HEARS?• WHAT THE OTHER PERSON THINKS HE

HEARS.

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The Communication Cycle

SourceSource

EncodingEncoding

ReceiverReceiver

DecodingDecodingChannelChannel

Feedback

Message Message

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To be an effective communicator and to get your point across without misunderstanding and confusion, your goal should be to lessen the frequency of problems at each stage of this process, with clear, concise, accurate, well-

planned communications

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TYPES OF COMMUNICATION

• SOUNDS• TALKING, MUSIC, COUGHING, WHISTLING, CRYING,

BARKING − EXAMPLES : RADIO, TELEPHONE, TAPE-RECORDERS

• SIGNS• ALPHABETS, DRAWINGS, SIGN LANGUAGE

− EXAMPLES : WRITING, PICTURES, SIGNAGE, ACTIONS,EXAMPLES : GESTURES

• COMBINATION OF TWO : TELEVISION, CINEMA, LIVE CONCERTS

• OTHER SENSES• FEELING - BRAILLE, HOT, WARM, ROUGH• SMELLING – FLOWER, GARBAGE• TASTE – BITTER, SWEET, SOUR,

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TYPES OF COMMUNICATION

• VERBAL• TALKING, CRYING, LAUGHING,

SHOUTING• NON-VERBAL (BODY-LANGUAGE)

• HAIR STYLING, DRESSING, ATTIRE• POSTURE, HAND MOVEMENTS• GESTURES, EYE-MOVEMENTS, SMILE,

TEARS, RAISED EYE-BROWS, WRINKLES ON THE FOREHEAD

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TYPES OF COMMUNICATION

• SPIRITUAL (HYPOTHETICAL)• MOTHER CHILD COMMUNICATION AND

LACTATION• LAILA - MAJNOO COMMUNICATION• PROPHECIES• DREAMS• PRAYERS

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SELLING PROCESS

THE CHANNEL GETS RICHER AS YOU SEE YOUR BUYER MORE INTERESTED YOUR STEPS ARE AS FOLLOWS:

• SEND A BROCHURE/CATALOGUE• WRITE A LETTER OR E-MAIL• MAKE A PHONE CALL• MEET PERSONALLY TO DECIDE

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A BUYING PROCESS

THE CHANNEL GETS RICHER AS YOUR INTERST ENHANCES. IN A PROCUREMENT PROCESS YOU GO THROUGH THE FOLLOWING STEPS

• READ BROCHURES/CATALOGUES• WRITE A LETTER OR E-MAIL• MAKE A PHONE CALL• PERSONALLY VISIT TO DECIDE

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HOW TO BE MORE EFFECTIVE?

• DO HOMEWORK AND REHEARSE• PRESENT IDEAS IN ORDERLY MANNER

AND COMPREHENSIVELY• LISTEN TO YOUR AUDIENCE• HAVE RIGHT VOICE MODULATION• OPTIMUM VOLUME• VOCAL VARIETY• MAKE IT PERSUASIVE

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AudienceAudienceCharacteristicsCharacteristics

• • Self-esteemSelf-esteem• • InoculatedInoculated

CommunicatorCommunicatorCharacteristicsCharacteristics

• • ExpertExpert• • CredibilityCredibility• • AttractiveAttractive

MessageMessageContentContent

• • Present all sidesPresent all sides• • Few argumentsFew arguments• • Emotional appealsEmotional appeals• • Inoculation effectInoculation effect

Communication MediumCommunication Medium

Persuasive Communication

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HOW TO BE MORE EFFECTIVE?

• BE STIMULATING• BE CONCIOUS OF BIAS• APPLY BODY LANGUAGE• HAVE A SMILE ON YOUR FACE• BE A MIRROR OF YOUR MESSAGE• EMPHASISE ALL THE TIME• USE THE “KISS” METHOD• MAINTAIN A RIGHT DISTANCE

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Effective Communication

• Enjoy yourself. • The audience will be on your side and

want to hear what you have to say!

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Use of Visual Aids

• Overhead Transparencies, Slides, Flip Charts, Videos, Handouts.

• Multi-Media Presentation as being done now.

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Use of Examples and Stories

• Examples from real life• “Stitch in time saves nine”

• ABC & Co did not complete Book-Keeping on timely basis and that resulted into serious chaos

• Stories to establish your view-point• “Unity is the best policy”

• Story of the dying man and his 3 sons and the bundle of sticks

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WHAT NOT TO DO?

• EXAGERRATION• FILTERING• VAGUENESS AND GENERALITY• EGOCENTRIC LANGUAGE• JAW-BREAKERS -LANGUAGE• DEVIATION FROM THE SUBJECT

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WHAT NOT TO DO?

• CONFUSING FACTS WITH OPINIONS• HANDS TO FACE GESTURES• HANDS IN THE POCKET• OBJECTIONABLE POSTURES• AHs AND PAUSEs – UNWANTED WORDS

OR PHRASES

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MISCOMMUNICATION

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MISCOMMUNICATION

• A FEW MISUNDERSTOOD WORDS MEAN LIFE AND DEATH

• WORST AVIATION DISASTERS DUE TO MISCOMMUNICATION

• IN 1977 IN CANARY ISLANDS, TRAFFIC CONTROLLER GAVE DEPARTURE INSTRUCTIONS, KLM 747 PILOT THOUGHT ITS DEPARTURE CLEARANCE. HE PULLED THE THROTTLE AND HIT A PANAM 747 ON THE RUNWAY KILLING 583 PEOPLE.

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MISCOMMUNICATION

• BOTH WERE SPEAKING ENGLISH AND THE AIR-TRAFFIC CONTROLLER GAVE THE RIGHT MESSAGE. BUT THE PILOT MISUNDERSTOOD.

• • RESULT – DEATH

• SIMPLE MISUNDERSTANDINGS, ALTHOUGH THE INTENTIONS ARE CLEAR. RESULT – RELATIONSHIP IMPAIRED

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Chinese Whisper

MESSAGE PASSED FROM PERSON TO PERSON BY WHISPERING.THE MESSAGE CHANGES

DRAMATICALLY, FROM THE ORIGINAL IDEA

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ORIGINAL MESSAGE

• A KING WEARING A RED TURBAN AND A WHITE ROBE ORDERED HIS GENERAL TO ADVISE HIS SOLDIERS TO CLOSE THE BORDERS FOR A LIMPING MAN, WHO MAY DESTROY THE PEACE OF HIS NATION

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ReceiverReceiver

DecodeDecodemessagemessage

EncodeEncodefeedbackfeedback

FormFormfeedbackfeedback

SenderSender

FormFormmessagemessage

EncodeEncodemessagemessage

DecodeDecodefeedbackfeedback

TransmitTransmitMessageMessage

TransmitTransmitFeedbackFeedback

ReceiveReceiveencodedencodedmessagemessage

ReceiveReceivefeedbackfeedback

Noise

Communication- Two Way Process

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Communication is integral for any relationship, be it at home, with friends, or at work. Research has shown consistently that a deficiency in this skill can absolutely ruin relationships. The foundation of solid interpersonal skills is not just making yourself be heard but also involves an understanding of where other people are coming from.

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BE A GOOD LISTENER

• COMMUNICATION IS NEVER A ONE WAY PROCESS

• WHEN OTHER PERSON IS TALKING, SHUT-UP

• PAY TOTAL AND UNDIVIDED ATTENTION WHEN LISTENING

• WATCH YOUR BODY LANGUAGE• LISTEN FOR SIGNALS• DO NOT GET EMOTIONALLY INVOLVED• USE EXPRESSIONS LIKE “I SEE” ETC.

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Active Listening Process and Strategies

ACTIVEACTIVELISTENINGLISTENING

SENSINGSENSING••Postpone evaluationPostpone evaluation• • Avoid interruptionsAvoid interruptions• • Maintain interestMaintain interest

EVALUATINGEVALUATING

• • EmpathizeEmpathize• • Organize informationOrganize information

RESPONDINGRESPONDING

• • Show interestShow interest• • Clarify the messageClarify the message

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COMMUNICATION WAVELENGTHS

• LEVEL 5 : CLICHÉ CONVERSATION• HOW ARE YOU? NICE DAY! ETC.

• LEVEL 4 : SMALL TALK• WEATHER, TV, CURRENTS AFFAIRS

• LEVEL 3 : FACTS & OPINIONS• EXCHANGE OF IDEAS AND FACTS

• LEVEL 2 : EMOTIONS AND FEELINGS• FRIENDS, FAMILY, PAINS, PLEASURES

• LEVEL 1 : PEAK COMMUNICATION• INTIMATE FRIENDS, SPOUSE, CHILDREN

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IMPORTANCE

• SUCCESSFUL BUSINESSMAN - LEE IACOCCA

• GREAT RESEARCHES • HAKIMS viz a viz ALLOPATHY

• POLITICAL LEADERS• REVOLUTIONARIES• SUCCESSFUL LAWYERS• ACTORS

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COMMUNICATION REVOLUTION

• REVOLUTIONARY CHANGES • E-MAIL, VIDEO COMMUNICATION• ELECTRONIC CONFERENCING• DOCUMENT CONFERENCING• A person will not be respected for his

physical attire but for his communication skills

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CONCLUSION

YOU NEED TO BE A BETTER COMMUNICATOR TO

• BE POPULAR AT HOME AND AT YOUR INSTITUTION.

• TO BE EFFECTIVE IN SELLING AND COMMUNICATING YOUR IDEAS TO OTHERS

• TO IMPROVE YOUR PERSONALITY• TO BE MORE PRODUCTIVE• TO PROGRESS IN LIFE• TO INFLUENCE PEOPLE• TO ACHIEVE YOUR DREAMS

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Reading Test

I cdnuolt blveiee taht I cluod aulaclty uesdnatnrd waht I was rdgnieg --------------------------------------------------------THE PAOMNNEHAL PWEOR OF THE HMUAN MNID Aoccdrnig to a rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer in waht oredr the ltteers in a wrod are, the olny iprmoatnt tihng is taht the frist and lsat ltteer be in the rghit pclae. The rset can be a taotl mses and you can sitll raed it wouthit porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe. Amzanig huh?

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Communication Skills and Successful Career

• In a recent survey of recruiters from companies with more than 50,000 employees, communication skills were cited as the single more important decisive factor in choosing managers

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Communication Skills for Successful Career

• . The survey, conducted by the University of Pittsburgh’s Katz Business School, points out that communication skills, including written and oral presentations, as well as an ability to work with others, are the main factor contributing to job success

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THANK YOU

E-Mailbkvasudevan24@gmail.com