Communicating Effectively- Course Contents Presentation

8/4/2019 Communicating Effectively- Course Contents Presentation

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Communication Skills at Work

Coverage

Communication:

1) Defining

2) Communicating Effectively

3) Types

4) Process

5) Barriers

6) Overcoming Barriers


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Lets define Communication

Communication defined in the

Webster's Dictionary -

"Sending, giving, or

exchanging information and

ideas," which is oftenexpressed verbally and non-

verbally.


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Communicating effectively.

Is one of the most important life skill. Needs to follow a process. Seek First to Understand, Then to be

Understood. Requires that channels of feedback are

kept open. Involves Listening as one of the most

critical part of Communication


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Communicating effectively.

To get your message across to others

clearly and unambiguously.

Transferring information from one sideto the other, that leads to some outcome/

changed behaviour or changed practice

For both the sender and the receiver to

understand the information

communicated in the same essence


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Types of communication.communication

verbal Non-verbal

Formal Informal Kinesic

Downward

Upward

Lateral

Diagonal

Grapevine


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Verbal Communication

Act of saying what's on your mind

with words.

Words can hurt or they can healBecome aware of what words you

choose to use when

communicating with others aswell as to yourself.


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Non-Verbal Communication

Act of saying what's on your mind withoutspeaking words. (Louder than words)

Body language

Tone of your voice Appearance

A man stands inside a closed glass phone booth.You cannot hear a word he says, but you see his

postures, gestures, and facial expressions.


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PROCESS OF

COMMUNICATION

(MISCOMMUNICATION)


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Factors affecting Communication

Context

Sender

Encoder Message Medium Receiver Decoder Feedback


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Source.12

The sender is an individual, group, ororganization who initiates the communication.

The source is initially responsible for thesuccess of the message.

The sender's experiences, attitudes, knowledge,skill, perceptions, and culture influences themessage.

"The written words, spoken words, andnonverbal language selected are paramount inensuring the receiver interprets the message asintended by the sender


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Senders Responsibility

What are you Communicating ?

Why ?

Accuracy ?

Usefulness ?


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Encoding..14

Translating information/message to be

sent, into a form that appropriately

represents ideas or concepts to be

communicated.

The symbols can take numerous forms

such as languages, words, or gestures,

to encode ideas into messages thatothers can understand.


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Channel...

Verbal - face-to-face meetings

Telephone and Video-conferencing

Written - letters, emails, memosand reports.

Choosing the right channel

To give a long list of directions?? (which

channel)

Criticize someone strongly??


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Choice of Channel

Need for record

Direction of the information flow

Number of people to be reachedConfidentiality

Nature of the information

length, complexity, speed oftransfer

Cost of the medium


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Decoding...

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To understand the message, stimulus issent to the brain for interpreting, in orderto assign some type of meaning to it.

It is this processing stage that constitutesdecoding.

The receiver translates the message to

their own set of experiences. Taking note of errors/ Lack of information/

knowledge


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Receiver..18

The receiver is the individual or individuals to

whom the message is directed.

The extent to which the message is

comprehended will depend on number offactors:

o How much the individual or individuals

know about the topic

o Their receptivity to the message

o The relationship and trust that exists

between sender and receiver.


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o All interpretations by the receiver are

influenced by their experiences,

attitudes, knowledge, skills, perceptions,

and culture.

o It is similar to the sender's relationshipwith encoding


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Feedback.20

Key component in the communication

process

Allows the sender to evaluate theeffectiveness of the message.

Provides an opportunity for the

sender to take corrective action toclarify a misunderstood message.


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Context...

Context is the environmental

& cultural aspects of the

situation in which yourmessage is delivered.


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It has been proven, that individuals

who understand the communication

process will blossom into moreeffective communicators, and

effective communicators have a

greater opportunity for becomingsuccessful.


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BARRIERS TO

COMMUNICATION


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Communication Myths

The best communication is a one-way messagefrom me to you.

The message I communicate is the

message that you receive. There is no such thing as too much

information.

Communicating is easy, after all it issomething we've done all our lives.


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Do you know..

60% of Miscommunication

happens because of theCommunicator


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What is a Barrier?

Any difficulty which partly or fully

prevents any activity to reach its

objective is called a barrier.

Any condition that makes it difficult to

make progress or to achieve an objective;

"intolerance is a barrier to

understanding"


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Communication Barriers

Anything that interferes with any

of the elements in the

communication process is a barrierto communication.

Communication can be broken,

when the senders intended messageis unclear, or the receiver perceives

it differently than the sender

intended


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Communication Barriers


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7 Barriers to Effective Communication

1) Physical

2) Perceptual

3) Emotional /Psychological4) Cultural

5) Language

6) Gender

7) Inter- Personal

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Physical Barrier

Types

Environmental Disturbances

o Noise-Traffic nuisances, loud speakers, cell phones

o Distance /Non-availability of proper machines orpresence of defective machines.

o Climate

Personal Health

o Poor Hearing/Listeningo Poor verbal skills due to speech defects like

stammering etc.

Choosing inappropriate /Wrong channels or medium


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Perceptual Barrier

What is Perception?

Perception is our sensory experience of

the world around us, and involves both

the recognition of environmental stimuli

and actions in response to these stimuli.

It allows us to act within our

environment.

Perception includes the five senses; touch,

sight, taste smell and taste.


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Perceptions vary from person to person

Different people perceive different things

about the same situation. We assign different meanings to what we

perceive.

Change in perspective changes themeaning. We change them to what weprefer them to be !!


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Perceptual bias is the lens we

automatically filter all of our

experiences through.

It makes some things seem more

noteworthy than others.

It guides our reactions and thoughts

about what we experience, see, or feel

Given precisely the same data, people

see, interpret, or respond to them

differently.

Perceptual Biases


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Emotional /Psychological Barrier Psychological barriers include emotional

or attitudinal impediments, such as

fear, mistrust, suspicion, or feelings of

vulnerability

Emotional barriers may inhibit the

ability of the sender & the receiver, to

communicate effectively.

The emotional state, influences the

capacity to understand and to be

understood.


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Cultural Barrier Effective communication with audience of

different cultures is challenging.

The cultures provides the people with the way

of seeing things, thinking, hearing andinterpreting the world, so the same words

could have different meanings to people from

different culture.

If the language is different, the process of

translation leads to a greater potential

misunderstanding


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Types

According to Stella Ting-Toomey, a

communication specialist, there are 3 types

of Cultural Barriers:-

1) Cognitive Constraints

Cognitive constraints are created by the

way people's minds give meaning to the

world around them, based on theknowledge and perceptions they have

obtained. These differ from culture to

culture.


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2) Behavior Constraints

Behavior constraints are the ways people

behave from different cultures. This can be

as simple as eye contact or the distance tobe maintained while communicating.

3) Emotional Constraints

Emotional Constraint are the rules laiddown by each culture that determine the

emotional levels of its people under various

situations. Different cultures regulate the

display of emotion differently.


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Gender BarrierReasons

Difference between male and female

communication patterns. Lack of understanding on how to

compliment the strengths and styles

of both the genders, to bring the bestto the table.


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Men

Honest, Direct, report type.

Reason/Logic/Problem Solving

Power/ Rank/Status Compete/Winning

Call attention to their accomplishments

View conversation as a means to exchange information

Discuss topics like events, sports, news, and facts.

Get straight to work on a task

Tend to dominate discussions during meeting


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Inter- Personal Barrier

"Why are people so difficult tocommunicate with?"

..BecauseWe are all Different -People with different personalities,emotions, priorities, and feelings.

How effectively we are able to communicatewith these differences at our work, with our

friends, and in our family??


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Types of IP Barriers

1 ) Emotional- Feelings and emotions are

powerful influences on our decision making

and the strongest and most difficult to break

through.2) Desire to Participate -The lack of desire

to participate in the communication process

from both or one communicator.

3) Desire to Explore -Unwillingness to

explore different ideas & opinions.


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OvercomingCommunication Barriers


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Sender

Message

oClarity-Include the necessary

information to make your message

understood

o Ensure its not lengthy,

disorganized, have errors.

oUse crisp & simple language.oMake it visually appealing

oOwn your message, by using

terms such as 'I' and 'my

Maintain right Eye Contact

Repeat- if required

Avoid Jumping to Conclusions

Feedback - Ask questions, be

precise and to the point

Receiver

Listen carefully / attentively

Have trust in the speaker

Dont create interruptions &

distractions

Avoid jumping to conclusions

Concentrate on the message

Ask for Clarifications, wherever

required

ListenListen---Listen

Listen forBody Language

Make Notes if required


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Overcoming the Barriers

Have clarity on the purpose of the

message

Stay Focused Watch your Non-Verbal Communication

Use right Voice/ Tone

Use multiple channels based on themessage needs

Tailor the message


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Refer to your listener by name.

If some action is required from the audience-

during/after listening, inform them clearly

about the same Control your emotions- Extreme emotions

are likely to hinder effective communication

Dont play the Blame Game

Respond to criticism with empathy

Try to see others point of view Think Win-

Win


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The Power of Listening


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Why Listen??

Research has found that by listeningeffectively, YOU:

Get more information

Increase others' trust in you

Reduce conflict

Understand how to motivate others

Inspire a higher level ofcommitment


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Effective Listening

Effective listening is:

Actively absorbing the information givenby the speaker

Showing that you are listening andinterested

Providing feedback to the speaker, so thathe/she knows the message was received.

Show speaker that the message is heardand understood.

B i Li i


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1. Knowing the Answer

You already know what the speaker wants to

say, before she actually finishes saying it.

You listen to yourself as you prepare in yourmind what you are going to say, the

questions you are going to ask, etc.

Overcoming the Barrier

Wait for three seconds after the speaker

finishes, before beginning your reply.

Barriers to Listening


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2. Messiah Complex You step in and heroically offer your solution

You imply that you are more capable of seeing

the solution than the speaker.

Overcoming the Barrier

o

If you believe you have valuable advice, thenfirst politely ask, if you may offer, what you

seem as a possible solution.

o Wait for the speaker to clearly invite you to

go ahead before you offer your advice.


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3. Treating discussion as competition Some people feel that agreeing with the speaker

during a heated discussion is a sign ofweakness.

Treating discussion as competition is one of themost serious barriers to good listening

Overcoming the BarrierTry to voice active agreement, whenever youagree, and be very specific with what youdisagree.


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Become an effective Listener

Face the speaker- Sit up straight / lean forward

slightly to show your attentiveness through body

language.

Maintain eye contact

Minimize external distractions- Turn off the TV. keep

other work on side.

Respond appropriately to show that you understand.

o

Huh ,hmm, nod, raise your eyebrows.o Say words such as Really, Interesting,

o What did you do then?

o What did she say?


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Focus solely on what the speaker issaying & try not to think about whatyou are going to say next.

Minimize internal distractions- If yourown thoughts keep horning in, simplylet them go and continuously re-focus

your attention on the speaker. Keep an open mind- Wait until the

speaker is finished before deciding thatyou disagree.


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Dont start advising the speaker on how

you handled a similar situationHe/she

maybe just needs to talk it out.

Even if the speaker is complaining aboutyou, wait until he/she has finished,

before defending yourself.


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Active Listening Skills

MirroringRepeating exactly some of the

speakers key words

ParaphrasingUsing your own words to

restate the speakers feelings or meaning

Summing- "What I'm hearing is." and

"Sounds like you are saying." are great ways

to reflect back.

Summarizingcondensing and stressing

the speakers important points


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Open-Ended Questions

To begin a discussionWhat do youthink about

To understand the speakers ideas

Can you tell me To examine a touchy subjectHow do

you feel about

To avoid influencing an answerTellme more about


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Specific Questions

To get specific details:

Who?

What ?

Where ?

When ?

Why ?

Which ?

How many ?


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Keeping the Speaker Speaking

I understand.

Tell me more.

Lets talk about it. I see.

This seems very important to you...

Id like to hear your point of view... Really ?


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Non-Verbal Communication

Facial expression

Eyes

Posture

Gestures

Body movement

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