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COMMUNICATION SKILLS
SYED ANWAR-UL-HASAN BOKHARI DEPUTY CONSULTANT, NRB
NOVEMBER 29, 2004
INTRODUCTION TO COMMUNICATION
KEY TO SUCCESS
WORDS ARE THE MOST POWERFUL DRUG USED BY MANKIND. (RUDYARD KIPLING)
CONVERSATION SKILLS
WHEN TO SPEAK AND WHEN TO LISTEN HOW TO MOVE A CONVERSATION FROM THE PAST TO THE PRESENT AND TO THE FUTURE WHY CONVERSATIONAL LINKING IS NECESSARY HOW TO DISTINGUISH BETWEEN PARALLEL AND SEQUENTIAL CONVERSATION HOW TO RAISE ENERGY LEVELS IN DISCUSSIONS HOW TO MOVE BETWEEN PROBLEM-CENTRED CONVERSATION AND SOLUTION-CENTRED CONVERSATION
WHAT IS AN ORGANIZATION?
A GROUP OF PEOPLE ASSOCIATED FOR BUSINESS, POLITICAL, PROFESSIONAL, RELIGIOUS, ATHLETIC, SOCIAL, OR OTHER PURPOSES.
ORGANIZATIONAL COMMUNICATION
AN AVERAGE MANAGER SPENDS MORE TIME IN COMMUNICATING THAN DOING ANYTHING ELSE.
WHAT IS COMMUNICATION ?
TO ANOTHER PERSON.
(Keith Davis)
CONTED
COMMUNICATION IS A SOCIAL PROCESS. COMMUNICATION IS LIKE CHAIN PROCESS, MADE UP OF IDENTIFIABLE LINKS. A PROCESS OF TRANSMITTING AND RECEIVING VERBAL AND NON-VERBAL MESSAGES THAT PRODUCE A RESPONSE
(MURPHY AND HILDEBRANDT)
OF
BY
SENDING
NOISE,
AND
RECEIVING
WITHIN A
MESSAGES THAT ARE DISTORTED OCCUR CONTEXT, HAVE SOME EFFECT, AND PROVIDE SOME OPPORTUNITY FOR FEEDBACK
(JOSEPH A. DEVITO)
COMMUNICATION IS REPRESENTED BY: 10% WORDS WHAT WE SAY 30% SOUNDS TONE 60% BODY LANGUAGE HOW WE SAY IT
WHY TO COMMUNICATE?
COMMITMENT CORRELATES WITH JOB SATISFACTION AND PERCEPTIONS OF GOOD ORGANIZATIONAL CLIMATE.
EFFECTIVE COMMUNICATION
EFFECTIVE COMMUNICATION OCCURS WHEN THE MESSAGE RECEIVED IS AS CLOSE AS POSSIBLE AS THE MESSAGE INTENDED TO BE SENT MUTUAL UNDERSTANDING.
SEVEN Cs OF COMMUNICATION
COMPLETENESS CONTAINS ALL FACTS THE READER OR LISTENER NEEDS FOR DESIRED ACTION. CONCISENESS CONSIDERATION CONCRETENESS
CLARITY
COURTESY CORRECTNESS
INCREASE PRODUCTIVITY
ANTICIPATE PROBLEMS MAKE DECISIONS
COORDINATE WORKFLOW
SUPERVISE OTHERS DEVELOP RELATIONSHIPS BETTER UNDERSTANDING IN THE WORKPLACE IN GENERAL
COMMUNICATION TODAY
SIGNIFICANT SOURCE IN MANAGING AND LEADING ORGANIZATIONS. OPPORTUNITY TO INVOLVE AND MOTIVATE PEOPLE TO COMMON GOALS. OPPORTUNITY TO COOPERATION WITH STAKEHOLDERS. CHALLENGE TO CONFIRM THE STATUS IN SOCIETY.
HUMAN COMMUNICATION
INTRAPERSONAL TO THINK, REASON, ANALYZE, REFLECT. INTERPERSONAL TO DICOVER, RELATE, INFLUENCE, PLAY, HELP. SMALL GROUP SHARE INFORMATION, GENERATE IDEAS, SOLVE PROBLEMS, HELP. ORGANANIZATIONAL INCREASE PRODUCTIVITY, RAISE MORALE, INFORM, PERSUADE. PUBLIC INFORM, PERSUADE, ENTERTAIN MASS ENTERTAIN, PERSUADE AND INFORM
HUMAN COMMUNICATION
ENCODE NOISE
MEDIUM
DECODE NOISE
ELEMENTS OF COMMUNICATION
SENDER / ENCODER
MESSAGE
MEDIUM
RECEIVER / DECODER
FEEDBACK
COMMUNICATION CONTEXT
SOCIAL-PSYCHOLOGICAL CONTEXT
TEMPORAL (TIME) CONTEXT
PHYSICAL CONTEXT
CONCRETE ROOM OR
EXERT INFLUENCE ON THE CONTENT (WHAT WE SAY) AS WELL AS THE FORM (HOW WE SAY IT) OF THE MESSAGE.
CULTURAL CONTEXT
REFERS TO THE COMMUNICATORS RULES AND NORMS, BELIEFS AND ATTITUDES THAT ARE TRANSMITTED FROM ONE GENERATION TO ANOTHER.
DIRECT EYE CONTECT BETWEEN CHILD AND ADULT SIGNIFIES DIRECTNESS AND HONEST IN ONE CULTURE AND DEFIANCE AND LACK OF RESPECT IN OTHER.
SOCIAL-PSYCHOLOGICAL CONTEXT
INCLUDE STATUS RELATIONSHIPS AMONG THE PARTICIPANTS, THE ROLES AND THE GAMES THE PEOPLE PLAY, AND THE CULTURAL ROLE OF THE SOCIETY IN WHICH THEY ARE COMMUNICATING.
INCLUDE FRIENDLINESS OR UNFRIENDLINESS, FORMALITY OR INFORMALITY, AND SERIOUSNESS OR HUMOUROUSNESS OF THE SITUATION.
TEMPORAL CONTEXT
APPROPRIATENESS
AND
IMPACT
OF
TYPES OF COMMUNICATION
TYPES OF COMMUNICATION
INTERPERSONAL COMMUNICATION CORPORATE COMMUNICATION FORMAL COMMUNICATION NON-FORMAL COMMUNICATION ORAL COMMUNICATION
WRITTEN COMMUNICATION
NON-VERBAL COMUNICATION
INTERPERSONAL COMMUNICATION
ASSERTIVE COMMUNICATION
NON-ASSERTIVE COMMUNICATION AGGRESSIVE COMMUNICATION
ASSERTIVE COMMUNICATION
CONFIDENTLY EXPRESSING WHAT YOU THINK, FEEL AND BELIEVE. STANDING UP FOR YOUR RIGHTS WHILE RESPECTING THE RIGHTS OF OTHERS. CONVEYING MEANING AND EXPECTATIONS WITHOUT HUMILATING OR DEGRADING OTHERS. BASED UPON RESPECT FOR YOURSELF AND RESPECT FOR OTHER PEOPLES NEED AND RIGHTS
NON-ASSERTIVE COMMUNICATION
RELUCTANCE OR INABILITY TO EXPRESS CONSISTENTLY WHAT YOU THINK, FEEL AND BELIEVE. ALLOWS OTHERS TO VIOLATE YOUR RIGHTS WITHOUT CHALLENGE. REFLECTS LACK OF RESPECT FOR YOUR OWN
PREFERENCES.
AGGRESSIVE COMMUNICATION
IMPRESSION MANAGEMENT THE PROCESS BY WHICH A SENDER CONSCIOUSLY ATTEMPTS TO INFLUENCE THE PERCEPTIONS THAT THE RECEIVERS FORM. COMMONLY USED IMPRESSION MANAGEMENT STATEGIES ARE: INGRATIATION: USING FLATTERY, SUPPORTING THE OPINIONS OF THE OTHER PERSON, DOING FAVOURS, SMILING EXPRESSIVELY IN SUPPORT OF THE PERSON ETC. SELF-PROMOTION: COMMUNICATING ONES PERSONAL ATTRIBUTES IN A HIGHLY POSITIVE AND EXAGGERATED WAY. FACE SAVING: COMMUNICATING APOLOGIES, MAKING EXCUSES, PRODUCING JUSTIFICATIONS ETC.
ICN REFERS TO PATTERN OVER TIME OF COMMUNICATION FLOWS BETWEEN INDIVIDUAL. IT EMPHASIZES COMMUNICATION RELATIONSHIPS AMONG INDIVIDUALS OVER TIME, RATHER THAN ON THE INDIVIDUALS THEMSELVES. NETWORK INVLOVES THE ONGOING FLOW OF ORAL, WRITTEN, AND NONVERBAL SIGNALS BETWEEN TWO PEOPLE OR BETWEEN ONE PERSON AND ALL OTHER NETWORK MEMBERS SIMULTANEOUSLY.
COMMUNICATION CHANNEL IS THE MEDIUM THROUGH WHICH THE MESSAGE PASSES. RARELY TAKES PLACE OVER ONE CHANNEL. MAY USE TWO, THREE, FOUR DIFFERENT CHANNELS SIMULTANEOUSLY.
VOCAL CHANNEL: SPEAK & LISTEN VISUAL CHANNEL: GESTURE OLFACTORY CHANNEL: EMITING OR DETECTING ODORS TECTILE CHANNEL: TOUCHING ANOTHER PERSON
SPECIAL MESSAGES
FEEDBACK MESSAGES FEEDFORWARD MESSAGES
FEEDBACK MESSAGES
CONSTRUCTIVE FEEDBACK
BASED UPON TRUST BETWEEN SENDER AND RECEIVER SPECIFIC RATHER GENERAL GIVEN AT A TIME WHEN THE RECEIVER APPEARS TO BE READY TO ACCEPT IT. CHECKED WITH THE RECEIVER TO DETERMINE WHETHER IT SEEMS VALID INCLUDES BEHAVIOURS THE RECEIVER MAY BE CAPABLE OF DOING DOES NOT INCLUDE MORE THAN THE RECEIVER CAN HANDLE AT ANY PARTICULAR TIME.
FEEDBACK SKILLS
FEEDFROWARD MESSAGES
TO DISCLAIM
COMMUNICATION BARRIERS
BARRIERS TO COMMUNICATION
PROCESS BARRIERS
SENDER BARRIER ENCODING BARRIER MEDIUM BARRIER DECODING BARRIER FEEDBACK BARRIER
NOISE
ORGANIZATION STRUCTURE
FORMALLY PRESCRIBED PATTERN OF INTER-RELATIONSHIPS BETWEEN THE VARIOUS UNITS OF AN ORGANIZATION THE NATURE AND FORM OF COMMUNICATION VARY GREATLY AS A FUNCTION OF PEOPLES RELATIVE POSITIONS WITH AN ORGANIZATION
ORGANIZATION CHART
DIAGRAM SHOWING THE FORMAL STRUCTURE OF AN ORGANIZATION AND INDICATING WHO IS TO COMMUNICATE WITH WHOM
INTERNAL COMMUNICATION
AND OBJECTIVES
EXTERNAL COMMUNICATION
REPUTATIONAL MANAGEMENT
REPUTATION CAPITAL
Information
Upward Communication
AS
Sr. JS/JS
DS
DS
DS
DS
SO
SO
Horizontal Communication
Efforts at Coordination
Downward Communication
EFFECTIVE LISTENING
TOLERATE SILENCE ASK STIMULATING OPEN-ENDED QUESTIONS ATENTIVE EYE CONTACT, ALERT POSTURE AND VERBAL ENCOURAGERS PARAPHRASE SHOW EMOTION KNOW YOUR BAISES AND PREJUDICES AVOID PREMATURE JUDGEMENT SUMMERISE
EFFECTIVE WRITING
KEEP WORD SIMPLE
DONT SACRIFICE COMM. FOR
RULES OF COMPOSITION
WRITE CONCISELY BE SPECIFIC
EFFECTIVE COMMUNICATION
WATCH THE LANGUAGE FOLLOW THROUGH DEAL WITH UNCERTAINITY BE AN ACTIVE LISTENER MANAGE CONFLICT RESPOND, DONT RE-ACT GIVE FEEDBACK INVITE PARTICIPATION KEEP YOUR TEAM UP-TO-DATE CONNECT PERSONALLY WITH EMPLOYEES TAKE ADVANTAGE OF COMMUNICATION RESOURCES
PROBLEMS/CHALLENGES
THANK YOU
CONTACT: NATIONAL RECONSTRUCTION BUREAU ROOM NO. 3053, CABINET BLCCK, ISLAMABAD. TELE: 9216106 EMAIL: bsyed@hotmail.com WEB: www.policy.hu/bokhari