By Dr Anjali Bansal [email protected] Communication skills.
-
Upload
colin-mark-lynch -
Category
Documents
-
view
216 -
download
0
Transcript of By Dr Anjali Bansal [email protected] Communication skills.
![Page 2: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/2.jpg)
Contents
Basic Communication Principles Communication Trilogy : Giving Good
Information, Gathering Good Information, and Building Mutual Trust
Developing Assertive Communication Skills Seven Positive Principles for Cooperative
Communication Developing Active Listening Skills
![Page 3: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/3.jpg)
Effective Communication Effective Communication
Leads to productive relationship
![Page 4: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/4.jpg)
![Page 5: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/5.jpg)
![Page 6: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/6.jpg)
We communicate to…… Get information Motivate Cheat Praise Make arrangements Give advice Sell Greet Abuse Etc
![Page 7: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/7.jpg)
Effective communication Verbal
The message that we deliver
Vocal The voice that we convey
Visual Our body language
![Page 8: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/8.jpg)
Studies tell 70 % of mistakes in the workplace are a direct result of poor communication…..
![Page 9: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/9.jpg)
Causes of Communication Difficulties:
Lack of information and knowledge Not explaining priorities or goals properly Not listening Not understanding fully and fail to ask
questions Mind made up, preconceived ideas
![Page 10: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/10.jpg)
Causes of communication difficulties
Not understanding others’ needs Not thinking clearly, jumping to conclusions Bad mood Failure to explore alternatives
![Page 11: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/11.jpg)
Communication failure_leads to
Loss of business Mistakes, inefficiencies Lowered productivity Poor coordination and cooperation Damaged personal or company image Frustration, hostility
![Page 12: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/12.jpg)
Communication failure_leads to
Dissatisfaction with others Lowered morale Loss of team spirit High employee turnover Conflict and arguments Drop in self esteem and confidence Loss of friendship
![Page 13: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/13.jpg)
Common communication filters
Premature evaluation Prejudice Inattention Stereotyping Assumption Generalizing Poor listening skills Fixed ideas Preconceptions Ignoring or distorting information contrary to our beliefs
![Page 14: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/14.jpg)
Basic communication principles Everything we do is communication The way we begin our message often
determines the outcome of the communication
The way message is delivered always effects the way message is received.
The real communication is the message received, not the message intended
Communication is two way street – we have to give as well as gather
![Page 15: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/15.jpg)
Communication triology Gather good information give
good information
Mutual respec
t
mu
![Page 16: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/16.jpg)
Six C of giving good information Clear Concise Courteous Complete Correct Concrete
![Page 17: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/17.jpg)
Give good information
When giving information Use precise, memorable and powerful
words Support your words with visual aids Give demonstration Provide examples/metaphors/analogies Use the other person “language”
![Page 18: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/18.jpg)
7 Positive Principles for Cooperative Communication
Soften the ‘you’s or change it into “I” to avoid sounding pushy Instead of : ‘You’ll have to….’, say ‘Could you….’
Or ‘Would you be able to….’
Focus on the solution , not the problem Instead of ‘We’re out of milk….’, say ‘I will pop
down the shop for some milk’.
![Page 19: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/19.jpg)
7 Positive Principles for Cooperative Communication
Turn can’ts into cans Instead of ‘We can’t do that until next week’, say
‘We’ll be able to do that next week’.
Take responsibility – don’t lay blame Instead if ‘It’s not my fault’, say ‘Here’s what I
can do to fix that’.
![Page 20: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/20.jpg)
7 Positive Principles for Cooperative Communication
Say what you want , not what you don’t want Instead of ‘Don’t; drive too fast’, say ‘Drive carefully’
Focus on the future , not the past Instead of “I’ve told you before not to……, say ‘From
now on…….”
Share information rather than argue or accuse Instead of ‘No, you’re wrong’, say ‘I see it like this….’
![Page 21: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/21.jpg)
Assertive Communication Verbally assertive people
Make statements that are honest, clear, brief, and to the point
Use “I” statement : I’d like, I appreciate, I think
Distinguish between fact and opinion Ask, don’t tell Offer improvement suggestions, not advice
and commands
![Page 22: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/22.jpg)
Assertive communication
Offer constructive criticism, free of blame, assumptions, and ‘shoulds’
Ask questions to find out the thoughts and feelings of others
Respect the rights of others as well as their own rights
Communicate mutual respect where the needs of two people conflict, and look for mutually acceptable solutions
![Page 23: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/23.jpg)
Assertive communication Non-verbally assertive people
Make appropriate eye contact Sit or stand firmly and comfortably erect Gesture openly to support their comments Speak in a clear, steady, firm tone of voice Maintain open, steady, relaxed facial
expressions, smiling when pleased, frowning when angry
Speak a steady, even pace, emphasizing key words, with few awkward hesitations
![Page 24: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/24.jpg)
Manage your body language
Sit or stand at right angles and on the same level, and respect people’s personal space zones
Use open gestures and body language Center your attention exclusively on the
other person Lean slightly forward to show interest
![Page 25: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/25.jpg)
Manage your body language
Maintain appropriate eye contact while listening to encourage the speaker
Respond appropriately by basing your responses on what the other person has just said
Be relaxed and balanced to make relaxed and open communication easier
![Page 26: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/26.jpg)
Active listening
Giving undivided attention to a speaker in a genuine effort to understand the speaker’s point of view.
This involves giving them your full attention and the use of verbal encouragers such as “Yes”, “Aha” and “Mmm”.
It also includes non-verbal acknowledgements such as nodding, smiling and body language.
![Page 27: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/27.jpg)
Benefits of Active Listening
It forces people to listen attentively to others
It avoids misunderstandings, as people have to confirm that they do really understand what another person has said
It tends to open people up, to get them to say more
![Page 28: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/28.jpg)
Active listening skills
Paraphrasing meanings: Translate into your own words what the speaker has said
Reflecting feelings: when someone is expressing emotion or feelings or looks emotional (upset, angry, excited), convey your empathy and encourage the speaker to continue
Reflecting facts : briefly summarize the content, or factual aspects, of what the speaker has said.
![Page 29: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/29.jpg)
Active listening skills
Synthesizing: blend several ideas of the speaker into one theme or idea.
Imagining out loud: imagine what it must be like to be in the speaker’s place
![Page 30: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/30.jpg)
To listen more effectively Attend physically – the right body
language helps us to focus on the speaker and encourages the speaker to give us more information.
Attend mentally – follow the speaker’s flow of thought, listen to understand, not evaluate; listen first, then assess
Check it verbally – paraphrase, clarify, probe further, summarize your understanding
![Page 31: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/31.jpg)
Bad habits of poor listeners
Interrupting Jumping to conclusions Finishing others’ sentences for them Frequently (and often abruptly) changing
the subject Inattentive body language Not responding to what others have said Failing to ask questions and give feedback
![Page 32: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/32.jpg)
Good habits of effective listeners
Asking questions Giving speakers time to articulate their thoughts Letting people finish what they are saying before
giving their opinion Looking at the speaker in order to observe body
language and pick up subtle nuances of speech Remaining poised, calm, and emotionally
controlled Looking alert and interested Responding with nods and ‘uh-uhms’.
![Page 33: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/33.jpg)
When receiving/listening feedback
Listen, don’t resist Keep calm and keep breathing Let your body language show you are
receptive Ask questions to make sure you’ve
understood Don’t be overly sensitive or self protective
![Page 34: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/34.jpg)
When receiving/listening criticism
Make sure your self image stays positive . Mentally examine your critic’s intentions so you
will know how best to deal with the information . Filter the criticism . Strain out emotion and find
the facts. Then you can respond to the useful information.
Ask questions until you understand what the speaker is trying to tell you.
Don’t make excuse . Listen to understand. Focus on the future : what can you do to improve?
![Page 35: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/35.jpg)
What is communication
Communication is the interchange of thoughts and information to bring about mutual understanding
![Page 36: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/36.jpg)
Methods of communication Oral or verbal
Most widely used Written Non-verbal Visual Audio-visual
![Page 37: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/37.jpg)
Methods of communication Oral or verbal takes place through
Meetings Speeches Discussions
Written by Letters Memos Notes circulars
![Page 38: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/38.jpg)
Methods of communication Non-verbal
Body language Gestures Postures Facial expression
Visual Pictures Graphs Charts presentations
![Page 39: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/39.jpg)
Essentials of effective communication Clarity of purpose Understanding of the process Addressing the right target audience Requisite communication skills Adequate information Proper planning Positive approach sincerity
![Page 40: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/40.jpg)
Effective communication skills What to communicate
How much detail Concepts Events Ideas Conceptual clarity required
![Page 41: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/41.jpg)
What is the objective To inform Analyze Influence Motivate Report caution
![Page 42: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/42.jpg)
How to communicate Methods Types Channels Speed of communication Costs involved
![Page 43: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/43.jpg)
Whom to address When to communicate How often to communicate?
One time message Follow up needed
How to get feedback Esp relevant in market surveys and
consumer surveys
![Page 44: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/44.jpg)
Skills pertinent to communication Oral communication
Understanding and use of app language Organizing and sequencing thoughts Vocabulary and word power Command over phrases, examples Proper accent and pronunciation Voice modulation Proper use of sound system Listening skills
![Page 45: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/45.jpg)
Skills in written communication Command over language Word power and spelling Correct grammar Proper structuring of the message Use of app channels like fax, email,
courier Simplicity, brevity and clarity
![Page 46: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/46.jpg)
Skills for non-verbal communication Power of observation Awareness of body movements and
expressions Propre interpretation of non-verbal
message Supplementing with oral
communication Self observation and practice
![Page 47: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/47.jpg)
Interpersonal skills
Direct and interactive Words Non-verbally
Effective communication requires insight into human behaviour Complaint redressal Customer grievances
Training and HRD efforts focus on developing interpersonal skills
![Page 48: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/48.jpg)
Interpersonal skills
How you say it is what matters Develop a positive attitude
Rudeness and indifference a big no Bad feelings should not hinder
communication Esp in service industries
Use logic to cope with difficult situations And not emotions
![Page 49: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/49.jpg)
Interpersonal communication Harmonius interpersonal relationships
are a the secret of business development
![Page 50: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/50.jpg)
Intrapersonal communication Communication with self An inward looking exercise Involves the process of thinking and
feeling It overcomes negative feelings Is essential for good interpersonal
communication.
![Page 51: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/51.jpg)
Types of corporate communication Internal External Upward Downward Formal Informal Lateral Interactive Mass communication grapevine
![Page 52: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/52.jpg)
Internal communication
Within the organization or group Among employees Employer-employee
Toinform,instruct,educate,develop,motivate,direct , control and caution
Knowledge skills, goal orientation, sharing of corporate concerns, review and monitoring, performance appraisal, counselling and training.
![Page 53: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/53.jpg)
External communication
Customers, competitors, public, press, media and the government
Channels_letters, notices, brochures, demonstrations, telephone call, press releases, ads, product launches
Brand building exercise
![Page 54: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/54.jpg)
Upward communication
Large organizations Many hierarchy levels or tiers From bottom to top in hierarchy level Employee suggestions, market reports,
performance reports, feedback on new products
![Page 55: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/55.jpg)
Downward communication Moves from top to bottom Corporate goals, business priorities,
motivational letters, work related instructions, letters from CEO
![Page 56: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/56.jpg)
Formal communication
Is an ongoing process in the organization Staff meetings Union-management mtgs Conferences Customer meets
![Page 57: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/57.jpg)
Informal communication Unstructured manner No rigid hierarchy tiers Smaller, loosely knit organizations Chats, conversations, informal talks
![Page 58: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/58.jpg)
Lateral communication
Among equals and peers Not much diff in hierarchy levels of
sender and receiver.
![Page 59: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/59.jpg)
Interactive communication A two-way process Meetings, calls, GDs
![Page 60: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/60.jpg)
Mass communication
To address large scale of people Channels
![Page 61: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/61.jpg)
Grapevine
Informal communication Source or origin not clear Spread by gossip or rumors Travels via informal networks
![Page 62: By Dr Anjali Bansal anjalibansal@gmail.com Communication skills.](https://reader035.fdocuments.us/reader035/viewer/2022062517/56649ea45503460f94ba8e08/html5/thumbnails/62.jpg)
Thank you