http://www.pbase.com/daria90/colour_collision_splashes

April 18, 2023 2

THE QUALITY OF YOUR LIFE

IS THE QUALITY OF YOUR COMMUNICATION ~

BOTH WITH YOURSELF & OTHERS

Rebuild Your Life Rebuild Your Life

Through

Effective CommunicationDr Ali Sajid, PhD,

PEC,

ISLAMABAD

Don’t curse the darkness light a

candleChinese Proverb

Don’t curse the darkness light a

candleChinese Proverb

Sharing of ResourcesSharing of Resources

"A candle loses nothing by Lighting

another candle"

"A candle loses nothing by Lighting

another candle"

7

If you have your sight, you are

blessed. If you have insight, you are a thousand

times blessed.

If you have your sight, you are

blessed. If you have insight, you are a thousand

times blessed.

Words Are Energy Words Are Energy Never use words like defeats, failure

& problem. Always talk of “Hope, Belief, Faith, Victory & Success.”

When you use a Positive word, a wave of Positive word, engulfs you, raising your Energy Levels & Putting you in a

“Winning Frame of Mind.” Words are Energy use them in your favour!!

Never use words like defeats, failure & problem. Always talk of “Hope, Belief, Faith, Victory & Success.”

When you use a Positive word, a wave of Positive word, engulfs you, raising your Energy Levels & Putting you in a

“Winning Frame of Mind.” Words are Energy use them in your favour!!

To be conscious that you are ignorant is a great

step to knowledge.- Benjamin Disraeli

Doing is BelievingDoing is Believing

"I hear and I forget. I see and I remember.

I do and I understand."

(Confucius 551-479 BC)

"I hear and I forget. I see and I remember.

I do and I understand."

(Confucius 551-479 BC)

CommunicationCommunication"He who wishes to talk well must first think well.”

"When you speak, your speech should be better than your silence would have been." (Origin unknown)

"He who wishes to talk well must first think well.”

"When you speak, your speech should be better than your silence would have been." (Origin unknown)

New Style?New Style?

"I praise loudly. I blame softly.“ (Catherine the Great, 1729-1796.)

"I praise loudly. I blame softly.“ (Catherine the Great, 1729-1796.)

Test of IntellectTest of Intellect

"Whoever in debate quotes authority uses not intellect,

but memory." (Leonardo Da Vinci)

"Whoever in debate quotes authority uses not intellect,

but memory." (Leonardo Da Vinci)

Good WritingGood Writing

"What is written without effort is in general read without pleasure."

(Samuel Johnson.)

"What is written without effort is in general read without pleasure."

(Samuel Johnson.)

Bad Attitude of Employee

Bad Attitude of Employee

Don’t waste your time trying to

change employees, Who have bad

attitudes Inn Pareen a Kaleesa koo Kaleesa say

hatta doon

Don’t waste your time trying to

change employees, Who have bad

attitudes Inn Pareen a Kaleesa koo Kaleesa say

hatta doon

"Great speakers are not born, they're trained."-- Dale Carnegie

"Perhaps you will forget tomorrow the kind words you say today, but the recipient may cherish them over a lifetime.“ Dale Carnegie

"Great speakers are not born, they're trained."-- Dale Carnegie

"Perhaps you will forget tomorrow the kind words you say today, but the recipient may cherish them over a lifetime.“ Dale Carnegie

Conversation with Wise Man

Conversation with Wise Man

“A single conversation with a wise man is better than ten years of study.”--Chinese Proverb

“A single conversation with a wise man is better than ten years of study.”--Chinese Proverb

LightLight

Be a light, not a judge. Be a model, not a critic.

- Stephen Covey

Be a light, not a judge. Be a model, not a critic.

- Stephen Covey

"Communication skills are the lifeblood of a successful life...if you plan on spending any time there..." -- Doug Firebaugh

  "Communication is really all anyone ever gets paid for ultimately...and if you cannot effectively communicate...you will PAY...not get paid..." 

-- Doug Firebaugh

"Communication skills are the lifeblood of a successful life...if you plan on spending any time there..." -- Doug Firebaugh

  "Communication is really all anyone ever gets paid for ultimately...and if you cannot effectively communicate...you will PAY...not get paid..." 

-- Doug Firebaugh

"Little deeds of kindness, little words of love, help to make earth happy like the heaven above."

Julia A. Fletcher Carney

Of all the things you wear, your expression is the most important

"Little deeds of kindness, little words of love, help to make earth happy like the heaven above."

Julia A. Fletcher Carney

Of all the things you wear, your expression is the most important

"You are not only responsible for what you say, but also for what you do not say."– Martin Luther 

"You are not only responsible for what you say, but also for what you do not say."– Martin Luther 

  "Kind words can be short and easy to speak, but their echoes are truly

endless." - Mother Theresa of Calcuta

  "Kind words can be short and easy to speak, but their echoes are truly

endless." - Mother Theresa of Calcuta

Challenge

ChallengeEFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATION

Management ProcessManagement Process

External Environment

Customers Suppliers Stockholders Governments Community others

External Environment

Customers Suppliers Stockholders Governments Community others

Communication

Planning Organizing Leading Controlling

Purpose & Function of Communication

Mgrl Effectiveness Through Communication

Mgrl Effectiveness Through Communication

You Spend Most of Your Time at Work Communicating.

Your Success- Based on Strong Communication Skills.

Communication Is Becoming in Increasingly Important In Increased Globalization, Diversity Workplace Specialization.

Communication Tech Offers New Opportunities of Communicate More Often & More Efficiently Than Ever Before.

You Spend Most of Your Time at Work Communicating.

Your Success- Based on Strong Communication Skills.

Communication Is Becoming in Increasingly Important In Increased Globalization, Diversity Workplace Specialization.

Communication Tech Offers New Opportunities of Communicate More Often & More Efficiently Than Ever Before.

Managerial Function of Communication

Managerial Function of Communication Managers have three basic jobs.

Collect Information : Collect relevant info from conversations, phone calls, memos, office memo, Reports, databases, & internet.

Convey Info & Decision : To inside & outside org through speeches, press releases, videos, memos, letters.

Promote Interpersonal Unity : Motivate people through speeches, conversations

on lunch & on ceremonies & through walking around.

( garmoo ghamoo ka lahoo zooq a yaqan say)

.

Managers have three basic jobs. Collect Information : Collect relevant info from

conversations, phone calls, memos, office memo, Reports, databases, & internet.

Convey Info & Decision : To inside & outside org through speeches, press releases, videos, memos, letters.

Promote Interpersonal Unity : Motivate people through speeches, conversations

on lunch & on ceremonies & through walking around.

( garmoo ghamoo ka lahoo zooq a yaqan say)

.

Toward Effective CommunicationToward Effective Communication

Org goal

Goals-relatedbehavior

Communication network objectives

Communicationpolicies

Communication activities

Relationship of Communication Factors to Org Goals

Mgr as nerve centre in Info Processing NetworkMgr as nerve centre in Info Processing Network

Manager as monitorGathers external info

(through liaison role) form contacts, informers, peers,

& experts

Manager as monitorGathers internal info(through leader role)Form subordinates

Manager as nerve center in information-processing network

Mgr as disseminatorDistributes information

to subordinatesMgr as spokesperson

Need for Communication

• Very strong in Human beings• Considered as a basic need,

as in the case of eating, sleeping, etc.• Established as both a social &

individual need

Interpersonal CommunicationInterpersonal Communication

Three Broad TypesOral, Written, Nonverbal

Three Broad TypesOral, Written, Nonverbal

Oral Communication: Consists of all forms of spoken info\Most preferred type of communication used by mgrs. Mgrs prefer face-to-face & telephone communication to

written communication because it permits immediate feedback.

Written Communication: letters, memos, policy manuals, reports, forms, & other documents used to share info in org.

Nonverbal Communication Involves all messages - non language responses. Anything that sends message.

Mgrs often underestimate its importance. Hidden messages & can influence process & outcomes of face-to-face communication.

The Importance of Communication Skills as Expressed by Business

Authorities

The Importance of Communication Skills as Expressed by Business

Authorities“Top executives from Fortune 500 companies rate communications skills as the most important quality for business leaders.”

New York TimesBusiness Section

“There may be no single thing more important in our efforts to achieve meaningful work and fulfilling relationships than to learn and practice the art of communication.”

The Art of LeadershipMax De Pree, Author

“Top executives from Fortune 500 companies rate communications skills as the most important quality for business leaders.”

New York TimesBusiness Section

“There may be no single thing more important in our efforts to achieve meaningful work and fulfilling relationships than to learn and practice the art of communication.”

The Art of LeadershipMax De Pree, Author

Evidence of Communication Weakness in Business

Evidence of Communication Weakness in Business

“I’m surprised how so many people struggle with communication.”

--Michael Rook, Production ManagerHewlett Packard, San Diego, CA

“The first thing the H R Department did was give me a

writing book.” --Sam Reeves, IT Consultant

AMS, Denver, CO

“I’m surprised how so many people struggle with communication.”

--Michael Rook, Production ManagerHewlett Packard, San Diego, CA

“The first thing the H R Department did was give me a

writing book.” --Sam Reeves, IT Consultant

AMS, Denver, CO

Cost of CorrespondenceCost of Correspondence

One page business letter that took 10 minutes to dicate cost between $13.60 and $20.52 in 1996.

Poor writing costs even more since it

Waste Time. Wastes Effort. Jeopardizes goodwill.

One page business letter that took 10 minutes to dicate cost between $13.60 and $20.52 in 1996.

Poor writing costs even more since it

Waste Time. Wastes Effort. Jeopardizes goodwill.

))

Communication is shared feelings/shared understanding.

If you can honestly achieve that goal, you are communicating.

Communication is shared feelings/shared understanding.

If you can honestly achieve that goal, you are communicating.

Who Is Responsible? Who Is Responsible? The Communicator. The Communicator.

How Much Is The Communicator Responsible?

60 Percent!

April 18, 2023 36

April 18, 2023 37

April 18, 2023 38

Think > listen > talk

April 18, 2023 39

Why is communication

important ?

Why is communication

important ?• Inspires confidence

• Builds respect

• Helps make friends

• Reveals your ability to others

• Develops a distinct personality

• Inspires confidence

• Builds respect

• Helps make friends

• Reveals your ability to others

• Develops a distinct personality

April 18, 2023 40

We need toimprove communication...

as

We need toimprove communication...

as

70 % of our communication 70 % of our communication efforts are:efforts are:

misunderstood misunderstood misinterpreted misinterpreted rejected rejected distorted or distorted or not heardnot heard

70 % of our communication 70 % of our communication efforts are:efforts are:

misunderstood misunderstood misinterpreted misinterpreted rejected rejected distorted or distorted or not heardnot heard

Copy Rights Dr Sajid

Communication in Organizations

Chief Executive Officer

SalesManage

r

Legal Production Financal Enginering HR

PlantManager

PlantManager

PlantManager

Upward and downward communication

Horizontal or lateral communication

Diagonal communication

April 18, 2023 42

April 18, 202343

April 18, 2023 44

PEOPLE ARE INFLUENCED,PEOPLE ARE INFLUENCED,PROBLEMS ARE SOLVED,PROBLEMS ARE SOLVED,CHANGES ARE FACILITATED,CHANGES ARE FACILITATED,EXCELLENT RELATIONSHIPS ARE DEVELOPED,EXCELLENT RELATIONSHIPS ARE DEVELOPED,DESIRED RESULTS ARE ACHIEVED, ANDDESIRED RESULTS ARE ACHIEVED, AND

SUCCESS IS ENSURED. SUCCESS IS ENSURED.

April 18, 2023 45

PLAYS A VITAL ROLEPLAYS A VITAL ROLEIN DISCOVERING OURSELVES & IN DISCOVERING OURSELVES &

THE WORLD AROUND USTHE WORLD AROUND US

April 18, 2023 47

IS NOT JUST GETTING IS NOT JUST GETTING THE MESSAGE ACROSSTHE MESSAGE ACROSS

BUT ITS BUT ITS ACCEPTANCEACCEPTANCE FROM ITS INTENDED RECEIVERSFROM ITS INTENDED RECEIVERSWHICH WHICH CAUSES CAUSES THE EXPECTED BEHAVIOURTHE EXPECTED BEHAVIOURFROM THE RECEIVERS FROM THE RECEIVERS OF THE MESSAGEOF THE MESSAGE

ONLY THEN, THE RECEIVERSONLY THEN, THE RECEIVERSWILL BE WILLING TO WILL BE WILLING TO CONVERT THE COMMUNICATIONCONVERT THE COMMUNICATION

INTO ACTIONINTO ACTION

April 18, 2023 48

LISTEN TO,LISTEN TO,

OBSERVE &OBSERVE &

INTERPRETINTERPRETALL FORMS OF LANGUAGEALL FORMS OF LANGUAGEIS ESSENTIAL FORIS ESSENTIAL FOREFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATION

Communicationis a two-way process

of giving and receiving infothrough one or more number of channels.

CommunicationCommunicationCommunicationCommunication

Communication is the process of sending and

receiving messages

Communication is the process of sending and

receiving messages

Importance Of CommunicationImportance Of Communication

Organizational / Functional: greater info access & awareness

Improves coordination: reduces logical gaps Encourages cooperation: helps bring everyone

in th mainstream Gives a direction: to tasks and activities Morale and empowerment Decision making aid Speeds up orgal processes Better focus on customer requirements Generates a greater sense of orgal

commitment & involvement A Problem Solving Tool: by clarity,

preciseness & feedback

Organizational / Functional: greater info access & awareness

Improves coordination: reduces logical gaps Encourages cooperation: helps bring everyone

in th mainstream Gives a direction: to tasks and activities Morale and empowerment Decision making aid Speeds up orgal processes Better focus on customer requirements Generates a greater sense of orgal

commitment & involvement A Problem Solving Tool: by clarity,

preciseness & feedback

What needs to be communicated

Information/data + Attitudes

Values

MoodsEmotions

Communication is a process through which mgrs coordinate,

lead, & influence their subordinates.

Ability to communicate effectively – considered by most

mgrs critical in determining managerial success.

Communication is a process through which mgrs coordinate,

lead, & influence their subordinates.

Ability to communicate effectively – considered by most

mgrs critical in determining managerial success.

Ability involves broad array of activities, “Reading, listening, managing & interpreting info,

serving clients, writing, speech-making, & use of symbolic gestures”. Communication relates, directly to

basic mgt functions.

Delegation, Coordination, & Org change & Development also Entail Communication.

Ability involves broad array of activities, “Reading, listening, managing & interpreting info,

serving clients, writing, speech-making, & use of symbolic gestures”. Communication relates, directly to

basic mgt functions.

Delegation, Coordination, & Org change & Development also Entail Communication.

Essential Tool for People Who Want to Stay in Touch With Rest of World.

Developing “Reward systems &

interacting with subordinates” as part of Leading function etc –

Impossible w/o some form of communication

Essential Tool for People Who Want to Stay in Touch With Rest of World.

Developing “Reward systems &

interacting with subordinates” as part of Leading function etc –

Impossible w/o some form of communication

Essential to: Establishing standards,

Monitoring performance, & Taking corrective actions. Pervasive part of virtually all managerial activates.

Essential to: Establishing standards,

Monitoring performance, & Taking corrective actions. Pervasive part of virtually all managerial activates.

The bridge between our separate realities is communication . . .

To communicate is to relate."

-- Layne and Paul Cutright

The bridge between our separate realities is communication . . .

To communicate is to relate."

-- Layne and Paul Cutright

Communication in OrgCommunication in Org

In Enterprises, info must flow faster. Short stoppage on fast-moving production line -

costly - lost output. Production Problems communicated quickly for

corrective action Info increased - frequently causing info overload. Need more relevant info. Necessary to have for effective decision making. Getting info from mgrs’ superiors & subordinates - from depts & people elsewhere org.

In Enterprises, info must flow faster. Short stoppage on fast-moving production line -

costly - lost output. Production Problems communicated quickly for

corrective action Info increased - frequently causing info overload. Need more relevant info. Necessary to have for effective decision making. Getting info from mgrs’ superiors & subordinates - from depts & people elsewhere org.

Communication skills can

make or break career of org.

Communication skills can

make or break career of org.

Elements of Communication

Communicator

Perception & Interpretation

Encoding

Message

Channel

Nonverbal

Communications

Stimulus Filter

Destination

Message

Medium

Feedback

COMMUNICATION PROCESS

Communication ProcessCommunication Process

Sender Encodes Medium Decodes Receiver

Noise

Feedback

Noise

Social Context

Basic Element in Communication Process

Original MessageOriginal Message

Average Average

Information Information

Loss Loss

100 PercentTop mgt’s understanding

63 percent VP Understanding

56 percentGeneral mgr’s understanding

20 percentEmployee’s understanding

30 percent Unit mgr’s understanding

40 percentDivision mgr’s understanding

Percentage of Understanding lost in communication

FEEDBACK:

Process of verifying messages & receiver’s attempts to ensure - message be decoded is what sender really meant to convey.

FEEDBACK:

Process of verifying messages & receiver’s attempts to ensure - message be decoded is what sender really meant to convey.

Through feedback, communication becomes dynamic, two-way Process rather than just event.

Meant To avoid communication failure as it provides preliminary info to sender.

Through feedback, communication becomes dynamic, two-way Process rather than just event.

Meant To avoid communication failure as it provides preliminary info to sender.

Listening: Key to UnderstandListening: Key to UnderstandMgr must avoid interrupting subordinates

& putting them on defensive. To elicit honest feedback,

mgr should develop atmosphere of trust & confidence

& Supportive Leadership Style, With de-emphasis on status.

Mgr must avoid interrupting subordinates

& putting them on defensive. To elicit honest feedback,

mgr should develop atmosphere of trust & confidence

& Supportive Leadership Style, With de-emphasis on status.

Dr. Sajid, Communication, Oct 2k8

Characteristics of Effective & Ineffective Feedback

Effective Feedback Ineffective Feedback

1. Intended to help the employee. 1. Intended to belittle the employee.

2. Specific. 2. General.

3. Descriptive. 3. Judgmental.

4. Useful. 4. Inappropriate.

5. Timely. 5. Untimely.

6. Willingly heard by employee. 6. Makes the employee defensive.

7. Clear. 7. Not understandable.

8. Valid. 8. Inaccurate.

Noise Noise

Internal or external interference with or distraction form intended

message.Can cause distortion in sending & receiving of messages. In addition to physical conditions- make communication more difficult-

Emotional states can also create noise.

Some Basic Truths about Communication

Meanings sent are not always received.Meaning is in the mind.Symbols of communication - imperfect.

Some Basic Truths about Communication

Meanings sent are not always received.Meaning is in the mind.Symbols of communication - imperfect.

Elements of Good TalkingElements of Good Talking

Voice Quality Talking Style Word Choice & Vocabulary Listening: Key to UnderstandRushed, Never-listening mgr will

Seldom Get Objective View of Function of Org.

Voice Quality Talking Style Word Choice & Vocabulary Listening: Key to UnderstandRushed, Never-listening mgr will

Seldom Get Objective View of Function of Org.

How to overcome Communication Roadblocks ?

• Effective Listening• Reading body language

• Effective Speaking• Skill Training

The Process of ListeningThe Process of Listening

Types of ListeningTypes of Listening

Active vs. Passive Positive vs. Negative

What Kind is it? Appreciative Empathic Discriminative Analytical

Active vs. Passive Positive vs. Negative

What Kind is it? Appreciative Empathic Discriminative Analytical

Effective Listening

Behaviors that support effective listening

Behaviors that hinder effective listening

Effective Listening

Behaviors that support effective listening

• Maintaining relaxed body posture• Leaning slightly forward if sitting• Facing person squarely at eye level• Maintaining an open posture• Maintaining appropriate distance• Offering simple acknowledgements• Reflecting meaning (paraphrase)• Reflecting emotions• Using eye contact• Providing non-distracting environment

Effective Listening

Behaviors that hinder effective listening

• Acting distracted• No response• Invalidating response, put downs• Interrupting• Criticizing• Judging• Diagnosing• Giving advice/solutions• Changing the subject• Reassuring without acknowledgment

Importance of ListeningImportance of Listening

"There is none so blind as those who

will not listen."

(William Slater)

"There is none so blind as those who

will not listen."

(William Slater)

Test of ListeningTest of Listening"If you don't agree

with me it means you haven't

been listening.“ (Sam Markewich.)

"If you don't agree with me it means

you haven't been listening.“

(Sam Markewich.)

When people talk, listen completely. Most people never listen.

 Franklin Delano Roosevelt

When people talk, listen completely. Most people never listen.

 Franklin Delano Roosevelt

"Listening looks easy, but it's not that simple. Every head is a world." ---Cuban proverb  

"Do not save your loving speeches for your friends till they are dead;

do not write them on their tombstones, speak them rather now instead."  --- Anna Cummins

"Listening looks easy, but it's not that simple. Every head is a world." ---Cuban proverb  

"Do not save your loving speeches for your friends till they are dead;

do not write them on their tombstones, speak them rather now instead."  --- Anna Cummins

Time, Empathy, & Concentration on communicator's messages are

Prerequisites for understanding.

Time, Empathy, & Concentration on communicator's messages are

Prerequisites for understanding.

People want to be heard, want to be taken

seriously, want to be understood.

"Effective communications starts with listening." --Robert Gately

People want to be heard, want to be taken

seriously, want to be understood.

"Effective communications starts with listening." --Robert Gately

Importance of ListeningImportance of Listening Exists as first verbal skill people

learn Accounts for most of communication

time Ranks hi in business Requires high in business Requires clear thinking, patience

motivation, & hard work Often overestimated in effectiveness

Exists as first verbal skill people learn

Accounts for most of communication time

Ranks hi in business Requires high in business Requires clear thinking, patience

motivation, & hard work Often overestimated in effectiveness

Truly listening to someone is one of the greatest gifts we give to each other.

Listening from our hearts- open and waiting for the other to speak what is truly in their heart - is

a ministry of hospitality. It is holy work.

Speaking from the heart takes courage – to risk & be vulnerable with another."

Kay Lindahl

Truly listening to someone is one of the greatest gifts we give to each other.

Listening from our hearts- open and waiting for the other to speak what is truly in their heart - is

a ministry of hospitality. It is holy work.

Speaking from the heart takes courage – to risk & be vulnerable with another."

Kay Lindahl

Nature of ListeningNature of Listening Sensing Filtering Remembering  

 

Sensing Filtering Remembering  

 

"How often could things be remedied by a word. How often is it left unspoken."-- Norman Douglas 

"Silence is the training ground for the art of listening." -- Linda Douty,

"How often could things be remedied by a word. How often is it left unspoken."-- Norman Douglas 

"Silence is the training ground for the art of listening." -- Linda Douty,

"Remember that silence is sometimes the best answer."  - Dalai Lama  

"Remember that silence is sometimes the best answer."  - Dalai Lama  

"Responsible Listening is speaking we do to prove to the other person that we understand what his or her total message said.

saves us from attacking & defending.

allows for no judgment of the other person's character.

Its only function is to present, what speaker meant at this moment, in this conversation.

Listening is suspension of judgments-

until we gain new info" Peter deLisser   

"Responsible Listening is speaking we do to prove to the other person that we understand what his or her total message said.

saves us from attacking & defending.

allows for no judgment of the other person's character.

Its only function is to present, what speaker meant at this moment, in this conversation.

Listening is suspension of judgments-

until we gain new info" Peter deLisser   

The Listening ProcessThe Listening Process Begins with symbols - entering receiver’s sensory

world Involves process of selective perception Depends upon listener’s (a) sensory limitations, (b) degree of alertness, (c) conditioning Entails Nervous system & filtering by the

mind Continues with search for ways to express

meaning Ends by sending message

Begins with symbols - entering receiver’s sensory world

Involves process of selective perception Depends upon listener’s (a) sensory limitations, (b) degree of alertness, (c) conditioning Entails Nervous system & filtering by the

mind Continues with search for ways to express

meaning Ends by sending message

More & Less Effective Listening SkillsMore & Less Effective Listening Skills

Passive, laid back

Easily distracted

Asks no question

Has preconceptions

Disregards information

Assimilates information

Keeps open mind

Asks questions

Pays attention

Active, focused

Comparison of Non-listening & Active Listening

Comparison of Non-listening & Active Listening

Orientation toward others Significant use of mind Good application of

etiquette Effective use of principles of

effect Consideration of alternate

messages Much empathy Intense attention to

meaning Emphasis on understanding Much personal involvement Focus on nonverbal

communication Results in rapport

Orientation toward others Significant use of mind Good application of

etiquette Effective use of principles of

effect Consideration of alternate

messages Much empathy Intense attention to

meaning Emphasis on understanding Much personal involvement Focus on nonverbal

communication Results in rapport

Non-listening Active ListeningOrientation toward selfLittle use of mind (thinking)Lack of etiquetteInattention to principles of effectNo consideration of alternate messagesLittle empathyCasual attention to meaningEmphasis on winningLittle personal involvementInattention to nonverbal communicationResults in conflict

Improving Listening AbilityImproving Listening Ability

Commit to improve Focus attention Cultivate accuracy of filtering Concentrate on remembering Apply techniques

Commit to improve Focus attention Cultivate accuracy of filtering Concentrate on remembering Apply techniques

Our first responsibility as effective listeners is to understand ourselves

as communicators. Just as the sources of the

communication message should be trained in self-intra personal

communication, so, too, should listeners know themselves."

--- Carolyn Coakley

Our first responsibility as effective listeners is to understand ourselves

as communicators. Just as the sources of the

communication message should be trained in self-intra personal

communication, so, too, should listeners know themselves."

--- Carolyn Coakley

The Ten Commandments of Listening

The Ten Commandments of Listening

Stop talking Put talker at ease Show talker you want to listen Remove distractions Empathize with talker Be patient Hold your temper Go easy on argument and criticism Ask questions Stop talking

Stop talking Put talker at ease Show talker you want to listen Remove distractions Empathize with talker Be patient Hold your temper Go easy on argument and criticism Ask questions Stop talking

“Writing is thinking on paper. Anyone who thinks clearly should be able to write clearly about any subject at all.”--William Zinsser, Author

On Writing Well

Some Tips for Improving Written Communication

Some Tips for Improving Written Communication

Many people fall into habit of using technical jargon that can be

understood only by experts in same field.

Common problems in written communications are that writers omit

conclusion or bury it in report, are too wordy, & use poor grammar, ineffective sentence structure, &

incorrect spelling.

Many people fall into habit of using technical jargon that can be

understood only by experts in same field.

Common problems in written communications are that writers omit

conclusion or bury it in report, are too wordy, & use poor grammar, ineffective sentence structure, &

incorrect spelling.

Some Tips for Improving Written Communication

Some Tips for Improving Written Communication

Use simple words & phrases.Use short & familiar wordsUse personal pronouns (such as “you”) whenever appropriate.Give illustrations & examples; use charts.Use short sentences & paragraphs.Use active verbs, as in “Mgr plan…”Avoid unnecessary words.

Use simple words & phrases.Use short & familiar wordsUse personal pronouns (such as “you”) whenever appropriate.Give illustrations & examples; use charts.Use short sentences & paragraphs.Use active verbs, as in “Mgr plan…”Avoid unnecessary words.

Orgl SkillsOrgl Skills

Three orgl skills - Enhance comm effectiveness for both sender & receiver – a. Follow upb. Regulating info flow c. Understanding richness of different media. Following up simply involves checking at later time to be sure that message received & understood. Regulating information flow –sender or receiver

takes steps to ensure that overload does not occur.

Three orgl skills - Enhance comm effectiveness for both sender & receiver – a. Follow upb. Regulating info flow c. Understanding richness of different media. Following up simply involves checking at later time to be sure that message received & understood. Regulating information flow –sender or receiver

takes steps to ensure that overload does not occur.

Managing Communication Within Diverse Orgs

Managing Communication Within Diverse Orgs

Communication permeates every org. Some messages are clear effective; others cause confusion & errors. some messages sent throughout org contain misinfo or secret info- impede org processes.Formal communication follows chain of command & is recognized as official.Vertical Info: Flow of info both up & down chain of command. Involves exchange of message b/w two or more levels in org.

The more elaborate our means of communication, the less we communicate. Kin Hubbard

The more elaborate our means of communication, the less we communicate. Kin Hubbard

Flow of communicationFlow of communication

At the workplace

* Upward From subordinates to superior

* Downward From superiors to the subordinates

* Lateral From one employee to another

At the workplace

* Upward From subordinates to superior

* Downward From superiors to the subordinates

* Lateral From one employee to another

Types of communicationTypes of communicationTypes of communicationTypes of communication

Formal

Informal

COMMUNICATION NETWORKS

COMMUNICATION NETWORKS

Formal communication network : follows the hierarchical

structure of the organization, or the "chain of command."

Informal communication network:

involves communication that follows the "grapevine."

Formal communication network : follows the hierarchical

structure of the organization, or the "chain of command."

Informal communication network:

involves communication that follows the "grapevine."

Formal CommunicationFormal CommunicationFormal CommunicationFormal Communication

Workers

H E A D

Managers Managers

Workers Workers

Efforts at coordination

Info

rmat

ion

Instru

ction

s and

directives

Workers

Formal Communication Channels.

Formal Communication Channels.

Official structure of an org. Typically shown by org chart of any

org. A box -link in the Chain of Command.

A line-for formal channel for transmission.

Type of Communication

Communicating among members of an org.

Formal communication channels.Informal communication channels.

Official structure of an org. Typically shown by org chart of any

org. A box -link in the Chain of Command.

A line-for formal channel for transmission.

Type of Communication

Communicating among members of an org.

Formal communication channels.Informal communication channels.

Formal Communication Channels.

Formal Communication Channels.

Downward information flow.

Upward information flow.

Horizontal information flow.

Downward information flow.

Upward information flow.

Horizontal information flow.

DIRECTION OF COMMUNICATION DIRECTION OF COMMUNICATION FLOWFLOW

DIRECTION OF COMMUNICATION DIRECTION OF COMMUNICATION FLOWFLOW

Downward communication flows from upper management down to the employees at lower ranks.

Job instruction IdeologyInformation Feedback

Upward communication is initiated by those at the lower levels of the organization

positive timelysupport current policy

Downward communication flows from upper management down to the employees at lower ranks.

Job instruction IdeologyInformation Feedback

Upward communication is initiated by those at the lower levels of the organization

positive timelysupport current policy

Downward CommunicationDownward Communication

Flows from people at hi to lower levels in org hierarchy.

Esp. in org with “Authoritarian Atmosphere”. Media for oral downward communication- instructions,

speeches, meetings, telephone, loudspeakers, even grapevine.

Memo, letters, handbooks, pamphlets, policy statements, procedures, electronic news displays.

Info lost/distorted -comes down chain of command. Top mgt issuance of policies- does not ensure

communication. Directives -not understood or read. Feedback essential for finding out whether info

perceived as intended. Downward flow of info through org- time-consuming. Delays - frustrating - top mgrs insist info sent directly

to person requiring it.

Flows from people at hi to lower levels in org hierarchy.

Esp. in org with “Authoritarian Atmosphere”. Media for oral downward communication- instructions,

speeches, meetings, telephone, loudspeakers, even grapevine.

Memo, letters, handbooks, pamphlets, policy statements, procedures, electronic news displays.

Info lost/distorted -comes down chain of command. Top mgt issuance of policies- does not ensure

communication. Directives -not understood or read. Feedback essential for finding out whether info

perceived as intended. Downward flow of info through org- time-consuming. Delays - frustrating - top mgrs insist info sent directly

to person requiring it.

Upward CommunicationUpward Communication From subordinates to superiors - continues up

hierarchy.Hindered by mgrs in communication chain - filter messages

- transmit info- unfavorable news to bosses. Objective transmission of info essential for control.Upper mgt needs to know production performance,

marketing info, financial data, what lower-level employees thinking.

Primarily nondirective - found in participative -democratic orgs.

Suggestion systems- appeal - grievance procedures, complaint Systems,

Counseling sessions, joint setting of objectives, Grapevine, group meetings, practice open-door

policy, oral Questionnaires, exit interviews, ombudsperson.

From subordinates to superiors - continues up hierarchy.

Hindered by mgrs in communication chain - filter messages - transmit info- unfavorable news to bosses.

Objective transmission of info essential for control.Upper mgt needs to know production performance,

marketing info, financial data, what lower-level employees thinking.

Primarily nondirective - found in participative -democratic orgs.

Suggestion systems- appeal - grievance procedures, complaint Systems,

Counseling sessions, joint setting of objectives, Grapevine, group meetings, practice open-door

policy, oral Questionnaires, exit interviews, ombudsperson.

Upward CommunicationUpward Communication

Ombudsman-. Originated in Sweden, - civil servant to investigate complaints about fed bureaucracy.

Companies established position for person - investigates employees’ concerns.

Anheuser-Busch, Control Data, GE, McDonnell Douglas & AT&T few companies using ombudsperson in 1986, suggesting workers trust person.

Position provide “Valuable Upward Communication Link” - front-page scandals & legal costs by grinning improprieties - attention of appropriate person before problems.

Effective communication requires environment - subordinates feel to communicate.

Org climate influenced by upper mgt, creating free flow communication rests with superiors.

Ombudsman-. Originated in Sweden, - civil servant to investigate complaints about fed bureaucracy.

Companies established position for person - investigates employees’ concerns.

Anheuser-Busch, Control Data, GE, McDonnell Douglas & AT&T few companies using ombudsperson in 1986, suggesting workers trust person.

Position provide “Valuable Upward Communication Link” - front-page scandals & legal costs by grinning improprieties - attention of appropriate person before problems.

Effective communication requires environment - subordinates feel to communicate.

Org climate influenced by upper mgt, creating free flow communication rests with superiors.

CHANNELS OF CHANNELS OF COMMUNICATIONCOMMUNICATION

CHANNELS OF CHANNELS OF COMMUNICATIONCOMMUNICATION

Face to Face Interactive TV - high speed connections (two way) Video-Voice / Data Channel (one way) Telephone E-mail Personal written correspondence Formal written message Public speaking Data Reports Broadcast e- mails / reports

DepartmentManager

Supervisor Supervisor

Formal & Informal Commun networks in a Formal & Informal Commun networks in a Div of a Small Mnfg CompanyDiv of a Small Mnfg Company

Navy Solid Lines = Formal NetworkCoral Dashed Lines = Informal Network (at a moment in time, for they change often)

Formal Communication Channels.

Formal Communication Channels.

Distortion: misunderstanding or communication errors at different communication links in the chain.

To reduce distortion reduce number of levels in the structure.

Flat structure & wide span of control. Fragmented info. (isolated), Less flexibility. Informal Communication Channels. Grapevine: Supplements formal channels. 80% of info that travels around through grapevine

is business related & 75_95% is accurate. Informal channels increase as organization has

closed formal channels.

Distortion: misunderstanding or communication errors at different communication links in the chain.

To reduce distortion reduce number of levels in the structure.

Flat structure & wide span of control. Fragmented info. (isolated), Less flexibility. Informal Communication Channels. Grapevine: Supplements formal channels. 80% of info that travels around through grapevine

is business related & 75_95% is accurate. Informal channels increase as organization has

closed formal channels.

Common Grapevine Chains Found in Org

Common Grapevine Chains Found in Org

Gossip Chain(One person tells many)

Cluster Chain(Many people tell few)

• rationale for doing jobs• organization’s policies, practices• performance appraisals• sense of mission

Vertical: Downward

Vertical: Upward• reports on work, progress• unsolved problems requiring managerial assistance• Suggestions and ideas• Subordinates’ feelings about jobs, co-workers, the organization

COMMUNICATION PATTERNS

Horizontal• task coordination• information sharing• problem solving• conflict resolution• peer support

TM 14-6

CENTRALIZED COMMUNICATION NETWORKSY X Chain

Circle All-channel

Xx

x

DECENTRALIZED COMMUNICATION NETWORKS

External Communication

Network. External Communication

Network. Communication in and out of an

organization. Types: Formal contacts with outsiders Informal contacts with outsiders.

Devolution of responsibility. Performance based reward system.

Quality teams. Suggestion schemes. Special newsletters.

Communication in and out of an organization.

Types: Formal contacts with outsiders Informal contacts with outsiders.

Devolution of responsibility. Performance based reward system.

Quality teams. Suggestion schemes. Special newsletters.

Mgt by Wandering Around-Informal Commn

Mgt by Wandering Around-Informal Commn

Popular form of informal communication Basic idea -some mgrs keep in touch with what’s going on by wandering around & talking with people – immediate subordinates, subordinates far down orgl hierarchy, delivery people, customers, or anyone else who is involved with company in some way. Bill Marriott, frequently visits kitchens, loading docks, & custodial work areas when-ever he tours Marriott hotel. Claims that by talking with employee throughout hotel, he gets new ideas & has better feel for entire company.

Popular form of informal communication Basic idea -some mgrs keep in touch with what’s going on by wandering around & talking with people – immediate subordinates, subordinates far down orgl hierarchy, delivery people, customers, or anyone else who is involved with company in some way. Bill Marriott, frequently visits kitchens, loading docks, & custodial work areas when-ever he tours Marriott hotel. Claims that by talking with employee throughout hotel, he gets new ideas & has better feel for entire company.

CHANNELS OF COMMUNICATIONCHANNELS OF COMMUNICATION

VOCALVOCAL NON-VOCALNON-VOCAL

VERBALVERBAL SPOKEN WORDS WRITTEN WORDS

NON-NON-VERBALVERBAL

SIGH FACIAL EXPRESSION

GRUNT POSTURE / GESTURE

INFLECTION SPATIAL RELATIONSHIP

Non-Verbal Communication:

People send messages to each other without talking.

They communicate through facial expressions,

head positions, arm and hand movements,

body posture, positioning of legs & feet, andthe way people use “space”

Body Language

• Interpreting body language is vital in any communication process

• Observe the body movements and postures• Match the other person’s body language,

if appropriate and if required.

Types of Nonverbal Communication

Types of Nonverbal Communication

Body Language Space Time Para language Color Layout and Design

Body Language Space Time Para language Color Layout and Design

Types of Nonverbal Communication:

Kinesic behavior,-body motion such as gestures, facialexpressions, eye behavior, touching,- Body movement.

Physical characteristics- body shape, physique, posture, height, weight, hair, & skin color.

Paralanguage- Voice quality, volume, speech rate, pitch, &laughing.

Environment- Building & room design, furniture & interiordecorating, light noise, & cleanliness.

Time-Being late or early, keeping others waiting, & otherrelationships between time & status.

Reading Body Language Reading Body Language

Unspoken message Behavior

“ I’m nervous Clearing throat

Expelling air (such as “Whew!”)

Placing hand over mouth while speaking

Hurried cigarette smoking

“I’m superior to you.” Peering over tops of eyeglasses

Pointing a finger

Standing behind a desk & leaning palms down on it

Holding jacket leaps while speaking

Interpersonal CommunicationInterpersonal Communication

From Advantages Disadvantages

Oral 1. Promotes feedback & interchange.

2. It easy to use

1. May suffer form inaccuracies.

2. Leaves no permanent record.

3. Seldom time for thoughtful response.

Written 1. Tends to be more accurate.

2. Provides record of communication.

1. Inhibits feedback & interchange.

2. Is more difficult & time consuming.

Communication AuditCommunication Audit

One way to improve communication in org is to conduct communication audit.

Such audit is tool for examining communication policies, networks &

activities.

Organizational communication is viewed as group of communication factors

related to organizational goals.

One way to improve communication in org is to conduct communication audit.

Such audit is tool for examining communication policies, networks &

activities.

Organizational communication is viewed as group of communication factors

related to organizational goals.

Communication AuditCommunication Audit

One way to improve communication in org is to conduct communication audit.

Such audit is tool for examining communication policies, networks &

activities.

Organizational communication is viewed as group of communication factors

related to organizational goals.

One way to improve communication in org is to conduct communication audit.

Such audit is tool for examining communication policies, networks &

activities.

Organizational communication is viewed as group of communication factors

related to organizational goals.

COMMUNICATING THORUGH TECHNOLOGYCOMMUNICATING THORUGH TECHNOLOGY

E-mail.Electronic meeting software.Video conferencing software.

Whiteboard software.Group scheduling software.

The InternetInternet is a network of networks.

Network is a group of computers that are connected to share the information.

LAN-WAN.Concept of a PAPERLESS ORGANIZATION.

E-mail.Electronic meeting software.Video conferencing software.

Whiteboard software.Group scheduling software.

The InternetInternet is a network of networks.

Network is a group of computers that are connected to share the information.

LAN-WAN.Concept of a PAPERLESS ORGANIZATION.

Barriers to Effective Communication Barriers to Effective Communication

Despite its apparent simplicity, communication process rarely operates flawlessly.

Barriers interfere with organizational excellence.

Consequently, info transmitted form one party to another -Distorted, & communication

problems -result.

Communication -Barriers Communication -Barriers

Process Barrier Every Step in Communication process is

necessary for effective communication. Blocked steps become barriers. Following situations:

Sender barrier. A management trainee with unusual new idea fails to speak up at meeting for fear of criticism.

Encoding barrier. A Boluchi-speaking factory worker cannot get Sindahi-speaking supervisor to understand grievance about working conditions.

Process Barrier Every Step in Communication process is

necessary for effective communication. Blocked steps become barriers. Following situations:

Sender barrier. A management trainee with unusual new idea fails to speak up at meeting for fear of criticism.

Encoding barrier. A Boluchi-speaking factory worker cannot get Sindahi-speaking supervisor to understand grievance about working conditions.

Process Barriers Process Barriers Medium Barrier. After getting no answer three times &busy signal twice, customer concludes that a store’sconsumer hot line is waste of time. Decoding Barrier. A restaurant mgr does not understand

unfamiliar computer jargon during a sales presentation for laptop computers.

Receiver barrier. A mgr who is preoccupied with preparation of budget asks

clerk to repeat earlier statement.Feedback barrier. During on-the-job training, failure of trainee ask anyquestions causes mgr to wonder if any real understandingwhat is being taken place.Choosing appropriate medium is especially important formgrs who must overcome physical barriers.A mgr with a soft voice can reach hundreds of people byusing a sound system.

Medium Barrier. After getting no answer three times &busy signal twice, customer concludes that a store’sconsumer hot line is waste of time. Decoding Barrier. A restaurant mgr does not understand

unfamiliar computer jargon during a sales presentation for laptop computers.

Receiver barrier. A mgr who is preoccupied with preparation of budget asks

clerk to repeat earlier statement.Feedback barrier. During on-the-job training, failure of trainee ask anyquestions causes mgr to wonder if any real understandingwhat is being taken place.Choosing appropriate medium is especially important formgrs who must overcome physical barriers.A mgr with a soft voice can reach hundreds of people byusing a sound system.

Physical BarriersPhysical Barriers

Sometimes physical object blocks effective communication.

For example, a Factory worker, who wears ear protectors probably could not hear someone yelling : “Fire!” Distance is another physical barrier.

Thousand of miles between New York & Islamabad & time-zone difference can complicate communication in a global org.

Sometimes physical object blocks effective communication.

For example, a Factory worker, who wears ear protectors probably could not hear someone yelling : “Fire!” Distance is another physical barrier.

Thousand of miles between New York & Islamabad & time-zone difference can complicate communication in a global org.

Semantics is study of meaning of words.Words are indispensable, thought they can

sometimes cause a great deal of trouble.Mgrs in such fields as accounting, computer science,

or advertising may become so accustomed to their own technical language that they forget that people outside their field may not understand them.

Unexpected reactions or behavior by others may signal a semantic barrier.

Psychological . & social barriers are probably responsible for more blocked communication than any other type of barrier.

People’s backgrounds, racial prejudice, distrust of opposite sex, or lack of self-confidence

Semantics is study of meaning of words.Words are indispensable, thought they can

sometimes cause a great deal of trouble.Mgrs in such fields as accounting, computer science,

or advertising may become so accustomed to their own technical language that they forget that people outside their field may not understand them.

Unexpected reactions or behavior by others may signal a semantic barrier.

Psychological . & social barriers are probably responsible for more blocked communication than any other type of barrier.

People’s backgrounds, racial prejudice, distrust of opposite sex, or lack of self-confidence

Distrust, Threat & FearDistrust, Threat & Fear

Undermine communication. In climate with forces, any message will be viewed with skepticism. Distrust can be result of inconsistent behavior by superior, or it can be due to past experiences -subordinate punished for honestly reporting unfavorable, but true, information to boss.

In light of threats – whether real or imagined – people tend to tighten up, become defensive, & distort information.

Undermine communication. In climate with forces, any message will be viewed with skepticism. Distrust can be result of inconsistent behavior by superior, or it can be due to past experiences -subordinate punished for honestly reporting unfavorable, but true, information to boss.

In light of threats – whether real or imagined – people tend to tighten up, become defensive, & distort information.

Inadequateknowledge

Differences in interpretations

Languagedifferences

InappropriateUse of expressions

Ambiguity

Polarization

VERBAL

NONVERBAL

Conflicting signals

Differences in perception

Inappropriateemotions

Distraction

Barriers Within Organizations.Barriers Within Organizations. Info overload. Message complexity. Message competition. Differing status. Lack of trust. Inadequate structures. Closed communication climate. Unethical communication. Inefficient communication. Physical distraction. Incorrect choice of medium.

Media richness

Info overload. Message complexity. Message competition. Differing status. Lack of trust. Inadequate structures. Closed communication climate. Unethical communication. Inefficient communication. Physical distraction. Incorrect choice of medium.

Media richness

Info OverloadInfo Overload

Occurs when amount of info -process is exceeded.Mgr’s responsibility in disseminator role is to filter large volumes of info & distribute it appropriately.Info overloaded lead to:

Failing to process or ignoring some of info.Processing info incorrectly.Delaying processing of info until info overload abates.Searching for people to help process some of info.Lowering quality of info processing.Withdrawing from info flow.