Communication Skills
SHIVANGI JANI
Activity 1 Ice Breaking Session
CommunicationConcepts of CommunicationProcess Of CommunicationThe Mehrabian ModelImportance of Effective Business CommunicationTypes Of Business Communication7 C’s of CommunicationBarriers to CommunicationWays to Overcome
Concept Of Communication Communication is a process exchanging information, usually
through common system of symbols. Common forms of communication include speaking, writing ,
gesturing and broadcasting. Communication is a continuous process Communication has a two- way traffic Communication leads the achievement of organizational
objectives. Communication dispels misunderstanding
The Communication Process
Sender transmits the message
Receiver gets the message
Receiver decodes the message
Receiver sends feedback
Channel/Medium
Sender encodes the idea
Sender has an idea
Mehrabian Model
Albert Mehrabian, Professor of Psychology established the statistics related to communication process: 7 per cent of meaning is in the words are spoken 38 per cent of meaning is paralinguistic (the manner in which words are said) 55 per cent of meaning is conveyed through facial expression
Importance of Effective Business CommunicationCommunication is lifeblood of the organization Smooth working of business
Downward & upward communication Healthy and conducive environment is created
Basis of Managerial function Planning, organizing, Directing, Coordinating, Controlling
Prompt decision and its implementation Information should be received first and concerns should be taken of sub ordinates Decision must be communicated to subordinates
Main Categories Of Business Communication
Internal Operational External Operational Personal
Activity Two NOTICE Because of accommodation problem in the Canteen all TT Shop
employees are requested to take lunch from 12 to 12:30 instead of 11:30 to 12:00 am.
The TT Shop employees are requested to strictly abide by the timings & be present in the main canteen accordingly.
7 C’s of Communication
These principles tells us how your message becomes effective for your target group, are commonly known as 7 C’s of effective communication.
1.Completeness
2.Conciseness
3.Clarity
4.Correctness
5.Consideration
6.Courtesy
7.Concreteness
1. Completeness
Every communication must be complete and adequate. Incomplete messages keep the receiver guessing, create misunderstanding and
delay actions. Every person should, therefore, be provided with all the required facts and figures. For example, when factory supervisor instructs workers to produce, he must specify
the exact size, shape, quality and cost of the product. Any assumptions behind the messages should also be clarified.
2. Conciseness
In business communication, you should be brief and be able to say whatever you have to say in fewest possible words
Benefits of Conciseness 1. A concise message saves time and expense for both sender and
receiver. 2. Conciseness contributes to emphasis; by eliminating unnecessary words, you let important ideas stand out.
How to achieve the conciseness?
Avoid wordy expression
Include only relevant material
Avoid unnecessary repetition
3. Clarity
Clarity means getting your message across so the receiver will understand what you are trying to convey.
You want that person to interpret your words with the same meaning you have in mind.
Always choose familiar and easy words.
Familiar words
After
pay
Home
Next familiar
word
Subsequent
remuneration
domicile
4. Correctness
The term correctness as applied to business messages means right level of language and accuracy of facts, figures and words.
If the information is not correctly conveyed, the sender will lose credibility.
Transmission of incorrect information to outsiders will spoil the public image of the firm.
To convey correct messages, grammatical errors should also be avoided.
5. Consideration Consideration means – To consider the receiver’s Interest/Intention. It is very important in effective communication while writing a message
you should always keep in mind your target group.
Three Specific Ways to Indicate Consideration
Show audience benefit or interest of the receiver
Emphasize positive,plesant
facts.
Focus on you
instead of “I” or “we”
Example: - (I attitude)We are going to extend our shop closing timing from 7.00 pm to 8.30pm.
-(You attitude)You will be able to shop evening with the extended hours.
6. Courtesy
Knowing your audience allows you to use statements of courtesy; be aware of your message receiver.
• Courtesy stems from sincere you-attitude. It is not merely politeness with mechanical insertions of "please's" and "thank-you'd.“
Tactless communication Tactful communication
Stupid letter; I can’t understand I should understand it, as there is no confusing word in this letter, could you please explain it once again ..?
Its your fault, you did not properly read my latest FAX
Sometimes my wording is not precise; let me try again
7. Concreteness
It means that message should be specific instead of general. Misunderstanding of words creates problems for both parties (sender and receiver). When you talk to your client always use facts and figures instead of generic or
irrelevant information.
Barriers to Communication
• Lack of Sensitivity to Receiver• Lack of Basic Communication
Skills• Insufficient Knowledge of the
Subject• Emotional Interference• Lacking confidence
Encoding Barriers
• Physical Distractions• Channel Barriers.• Long Communication Chain.
Transmitting Barriers
• Lack of Interest. • Lack of Knowledge. • Lack of Communication Skills• Emotional Distractions • Information overload
Decoding Barriers.
• No Provision for Feedback• Inadequate Feedback.
Responding Barriers
Overcoming the barrier to effective communication
Control over emotion
confidenceAvoiding physical distraction
Appropriate channel
Provision for feedback Complete knowledge
Improve communication skills
Overcoming barrier of Effective Communication
Conclusion….???
Thank You