Communication Skill Vbk
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Transcript of Communication Skill Vbk
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WORKSHOP
ON
EFFECTIVE COMMUNICATION
SKILLS
DR.V.VEERA BALAJI KUMARBHMS., M Sc. , M Phil Psych.
Director, Lotus Learning Solutions
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Objectives
Define and understand communication and the
communication process
List and overcome the filters/barriers in a
communication process
Practice active listening
Tips to improve verbal and non verbalcommunication
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What is Communication?
COMMUNICATION IS THE ART OF
TRANSMITTING INFORMATION, IDEAS
AND ATTITUDES FROM ONE PERSON
TO ANOTHER.COMMUNICATIONIS THE PROCESS OF MEANINGFUL
INTERACTION AMONG HUMAN BEINGS.
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A skill is learned ability to do
something well, especially after
training and practice.
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ESSENCE of communication
PERSONAL PROCESS
OCCURS BETWEEN PEOPLE
INVOLVES CHANGE IN BEHAVIOUR
MEANS TO INFLUENCE OTHERS
EXPRESSION OF THOUGHTS AND EMOTIONS THROUGHWORDS & ACTIONS.
TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.
IT IS A SOCIAL AND EMOTIONAL PROCESS.
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The Communication Process
Basic Model
1.
Sender hasidea
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The Communication Process
Basic Model
1.
Sender hasidea
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The Communication Process
Basic Model
2.
Senderencodesidea inmessage
1.
Sender hasidea
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The Communication Process
Basic Model
2.
Senderencodesidea inmessage
1.
Sender hasidea
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The Communication Process
Basic Model
3.Messagetravels overchannel
2.
Senderencodesidea inmessage
1.
Sender hasidea
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The Communication Process
Basic Model
2.
Senderencodesidea inmessage
3.Messagetravels overchannel
1.
Sender hasidea
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The Communication Process
Basic Model
2.
Senderencodesidea inmessage
3.Messagetravels overchannel
1.
Sender hasidea
4.
Receiverdecodesmessage
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The Communication Process
Basic Model
2.
Senderencodesidea inmessage
3.Messagetravels overchannel
1.
Sender hasidea
4.
Receiverdecodesmessage
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The Communication Process
Basic Model
2.
Senderencodesidea inmessage
3.Messagetravels overchannel
1.
Sender hasidea
4.
Receiverdecodesmessage
5.Feedback travelsto sender
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The Communication Process
Basic Model
2.
Senderencodesidea inmessage
3.Messagetravels overchannel
1.
Sender hasidea
4.
Receiverdecodesmessage
5.Feedback travelsto sender
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The Communication Process
Basic Model
2.
Senderencodesidea inmessage
3.Messagetravels overchannel
1.
Sender hasidea
4.
Receiverdecodesmessage
5.Feedback travelsto sender
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The Communication Process
Basic Model
2.
Senderencodesidea inmessage
3.Messagetravels overchannel
1.
Sender hasidea
4.
Receiverdecodesmessage
6.
Possible additionalfeedback to receiver
5.Feedback travelsto sender
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The Communication Process
Basic Model
2.
Senderencodesidea inmessage
3.Messagetravels overchannel
1.
Sender hasidea
4.
Receiverdecodesmessage
6.
Possible additionalfeedback to receiver
5.Feedback travelsto sender
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Types of Communication
Downwards Communication : Highly Directive, from Senior to
subordinates, to assign duties, giveinstructions, to inform to offer feed back, approvalto highlight problems etc.
Upwards Communications : It is non directive in nature from downbelow, to give feedback, to inform about
progress/problems, seeking approvals.
Lateral or Horizontal
Communication : Among colleagues, peers at same level forinformation
level for information sharing for coordination, tosave time.
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COMMUNICATION NETWORKS
In modern business environment communication extends beyond written orspoken words to listened word.
Visual dimension added by T.V., computers has given to new meaning to
communication.
Formal Network : Virtually vertical as per chain go command within
the hierarchy.
Informal Network : Free to move in any direction may skip
formal chain of command. Likely to satisfy social
and emotional needs and also can facilitate task
accomplishment.
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HIERARCHY LEVEL
Executive Director
Vice President
A.G.M.
Manager
Supervisor
Forman
SupervSupervisor 1 Supervisor 2
Manager
Horizontal Comm.
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MISCOMMUNICATION IN
PRODUCT EVOLVEMENT
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As Marketing Requested It
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As Sales Ordered It
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As Engineering Designed It
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As Production Manufactured It
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As Maintenance Installed It
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What the Customer Wanted
M Di t ti
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Message DistortionDownward CommunicationThrough Five Levels of Management
Message Amount of message
written by board of directors 100%
M Di t ti
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Message DistortionDownward CommunicationThrough Five Levels of Management
Message Amount of message
written by board of directors 100%
received by vice-president 63%
M Di t ti
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Message DistortionDownward CommunicationThrough Five Levels of Management
Message Amount of message
written by board of directors 100%
received by vice-president 63%
received by general supervisor 56%
M Di t ti
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Message DistortionDownward CommunicationThrough Five Levels of Management
Message Amount of message
written by board of directors 100%
received by vice-president 63%
received by general supervisor 56%
received by plant manager 40%
Message Distortion
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Message DistortionDownward CommunicationThrough Five Levels of Management
Message Amount of message
written by board of directors 100%
received by vice-president 63%
received by general supervisor 56%
received by plant manager 40%
received by team leader 30%
Message Distortion
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Message DistortionDownward CommunicationThrough Five Levels of Management
Message Amount of message
written by board of directors 100%
received by vice-president 63%
received by general supervisor 56%
received by plant manager 40%
received by team leader 30%
received by worker 20%
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Surmounting Organizational Barriers
Encourage open environment for interactionand feedback.
Flatten the organizational structure.
Promote horizontal communication.
Provide hotline for anonymous feedback.
Provide sufficient information through formal
channels.
Barriers to communication
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Barriers to communication
Noise Inappropriate medium
Assumptions/Misconceptions
Emotions
Language differences
Poor listening skills
Distractions
http://images.google.com/imgres?imgurl=http://www.aperfectworld.org/clipart/communications/transmitter.gif&imgrefurl=http://www.aperfectworld.org/communications.htm&h=184&w=158&sz=10&tbnid=0fM59eH1DFUJ:&tbnh=96&tbnw=82&hl=en&start=8&prev=/images%3Fq%3Dtransmitter%26hl%3Den%26lr%3D%26sa%3DN -
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A Classic Case of Miscommunication
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A Classic Case of Miscommunication
In Central Harbor, Maine, local legend recalls the
day when the Famous TV anchor Walter Cronkitesteered his boat into port.
The avid sailor was amused to see in the distance asmall crowd on shore waving their arms to greethim.
He could barely make out their excited shouts:
Hello Walter, Hello Walter!
A Cl i C f Mi i ti
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Dr.V.Veera Balaji KumarMary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 1, Slide 48
A Classic Case of Miscommunication
As his boat came closer, the crowd grew larger, stillyelling. Pleased at the reception, Cronkite tipped hiswhite captain's hat, waved back, even took a bow.But before reaching dockside, Cronkite's boatabruptly jammed aground. The crowd stood silent.
The veteran news anchor suddenly realized whatthey'd been shouting: Low water, low water!
Analysis of Flawed
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Analysis of Flawed
Communication Process
Analysis of Flawed Communication
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Analysis of Flawed Communication
Process
Senderhasidea
Warnboater
Analysis of Flawed Communication
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Analysis of Flawed Communication
Process
Senderhasidea
Warnboater
Senderencodesmessage
Low
water!
Analysis of Flawed Communication
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Analysis of Flawed Communication
Process
Senderhasidea
Warnboater
Senderencodesmessage
Low
water!
Channelcarriesmessage
Messagedistorted
Analysis of Flawed Communication
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Analysis of Flawed Communication
Process
Senderhasidea
Warnboater
Senderencodesmessage
Low
water!
Channelcarriesmessage
Messagedistorted
Receiverdecodesmessage
Hello
Walter!
Barriers That Caused
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a e s at Caused
Cronkite Miscommunication
Frame of reference
Language skills
Listening skills
Receiver accustomed to acclaimand appreciative crowds.
Maine accent makes "water" and"Walter" sound similar.
Receiver more accustomed tospeaking than to listening.
Barriers That Caused
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Cronkite Miscommunication
Emotional interference
Physical barriers
Ego prompted receiver to believecrowd was responding to hiscelebrity status.
Noise from boat, distancebetween senders and receivers.
Which of these barriers could be overcome through
improved communication skills?
O i C i i i
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Overcoming Communication Barriers
Realize that communication is imperfect.
Adapt the message to the receiver.
Improve your language and listening
skills.
Question your preconceptions.
Plan for feedback.
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Hearing Vs Listening
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Hearing Physical process,natural, passive
Listening Physical as well
as mental process, active,
learned process, a skill
Listening is hard.You must choose to participate in the
process of listening.
VALUE OF LISTENING
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Listening to others is an elegant art.
Good listening reflects courtesy and good
manners.
Listening carefully to the instructions of
superiors improve competence andperformance.
The result of poor listening skill could be
disastrous in business, employment and social
relations.
Active listening
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Active listening
Active listening can eliminate a number of
imaginary grievances of employees.
Active listening skill can improve socialrelations and conversation.
Listening is a positive activity rather than
a passive or negative activity.
ESSENTIALS OF COMMUNICATION
D
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Always think ahead about what you are going to say.
Use simple words and phrases that are understood byevery body.
Increase your knowledge on all subjects you are
required to speak.
Speak clearly and audibly.
Check twice with the listener whether you have beenunderstood accurately or not
Dos
ESSENTIALS OF COMMUNICATION
Dos
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Dos
In case of an interruption, always do a little recap of whahas been already said.
Always pay undivided attention to the speaker whilelistening.
While listening, always make notes of important points.
Always ask for clarification if you have failed to graspothers point of view.
Repeat what the speaker has said to check whether you
have understood accurately.
ESSENTIALS OF COMMUNICATION
DONT
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DONTs
Do not instantly react and mutter something in
anger.
Do not use technical terms & terminologies not
understood by majority of people.
Do not speak too fast or too slow.
Do not speak in inaudible surroundings, as you
wont be heard.
ESSENTIALS OF COMMUNICATION
DONTs
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DON Ts
Do not assume that every body understands you.
While listening do not glance here and there as it
might distract the speaker.
Do not interrupt the speaker.
Do not jump to the conclusion that you have
understood every thing.
How to Improve Existing Level of
COMMUNICATION?
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COMMUNICATION?
IMPROVE LANGUAGE.
IMPROVE PRONUNCIATIOON.
WORK ON VOICE MODULATION.
WORK ON BODY LANGUAGE.
READ MORE
LISTEN MORE
AVOID READING OR WATCHING OR LISTENING
UNWANTED LITERATURE, GOSSIP, MEDIA ETC.
How to Improve Existing Level of
COMMUNICATION?
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COMMUNICATION?
INTERACT WITH QUALITATIVE PEOPLE. IMPROVE ON YOU TOPIC OF DISCUSSION,
PRACTICE MEDITATION & GOOD THOUGHTS.
THINK AND SPEAK.
DO NOT SPEAK TOO FAST.
USE SIMPLE VOCABULARY.
DO NOT SPEAK ONLY TO IMPRESS SOMEONE.
LOOK PRESENTABLE AND CONFIDENT.
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Improving Body Language - Tips
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Keep appropriate distance
Touch only when appropriate
Take care of your appearance
Be aware - people may give false cues
Maintain eye contact
Smile genuinely
Success for YOU
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in the new global and diverse
workplace requiresexcellent communication skills!
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Questions