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THE COMMUNICATIONS TRAINING

PART – 1

Table of Contents
UNDERSTANDING COMMUNICATION 2
Why communication...............................................................................................................................2
Ineffective Communication.....................................................................................................................3
Consequences of faulty communication..................................................................................................3
EXAMPLE:............................................................................................................................................3
The Four Ways to Communicate:............................................................................................................4
Effective Reading.................................................................................................................................4
Articulate & Circuitous   Writing.........................................................................................................4
Fluent Speaking...................................................................................................................................5
Good listening......................................................................................................................................5
How Are The four skills Related?.............................................................................................................5
The Communication Process...................................................................................................................6
Context....................................................................................................................................................6
EXAMPLE:............................................................................................................................................6
Source of Communication:......................................................................................................................7
What to communicate?.......................................................................................................................7
Effective Encoding:...................................................................................................................................7
How to communicate?.........................................................................................................................8
Communication Channels:.......................................................................................................................9
Written Communication Channels.....................................................................................................10
Verbal Communication Channels.......................................................................................................10

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Strengths...........................................................................................................................................10
Weakness...........................................................................................................................................10
Effective Decoding.................................................................................................................................11
Dos And Donts of Listening:...............................................................................................................12
The Influence For Receiver:...................................................................................................................12
FEEDBACK..............................................................................................................................................13
Why Feedback...................................................................................................................................13
Positive feedback and Negative feedback..........................................................................................13
Verbal or Nonverbal Feedback...........................................................................................................13

UNDERSTANDING COMMUNICATION
The word communication is derived from the Latin word ‘communicare’ (verb) which means
commonality and to make common. From the viewpoint of etymological depth, communication
refers to sharing of something. Something means information or knowledge or meaning.

Why communication
Communication is inevitable in all aspects of your life, from your professional life to social
gatherings and everything in between.

The need to communicate in day to day life:

1. To solve someone’s problem, to sell

2. to negotiate, to convince

3. To empathize, to prove a point

4. To teach, to preach, show the way.

5. For fun, for socializing, striking rapport

6. To express, to impress

Communication is of immense importance

to excel in every field mainly because
it helps you explain what you want from life
and play a big role in helping you lead a better life.

Think for yourself: - For what do they need to communicate?

 Armed forces.
 Clerical workers.

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 Craftsmen.
 Managers.
 Plant and machine operators and assemblers.
 Professionals: Doctors, lawyers, teachers, CA.
 Service and sales workers.
 Technicians and Associate professionals.

Ineffective Communication
Define:

EXAMPLE:
"Cartoon Network Causes Boston Bomb Scare.”Cartoon Network once undertook a guerrilla
marketing campaign that involved placing suspicious looking LED devices around Boston to promote
one of their detective TV shows. When residents mistakenly believed the LED characters were
actually bombs, any upside to their campaign was quickly lost, as was the job of then Cartoon
Network boss Jim Samples.

Consequences of faulty communication

EXAMPLE of Consequences of faulty communication in IT Sector:

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EXAMPLE:
Look at the following phrases:
“You’ll have to first take this up to Rachel and you’ll have to get it ready in time for the
meeting.”

1. Any time you tell someone they “have” to do something, he or she usually reacts with the “3
Rs”: Reluctance Resentment Resistance only when you want to do something will you do
something voluntarily.
2. That is why it is important to change orders into other 2 R’s Requests or
Recommendations.
3. Ask empowering questions:
 What part of your job is the most exciting to you?
 How much freedom do you have to perform this part of your job in your own way?
 Does the amount of freedom you have contribute to your motivation and
satisfaction with this part of your job?
 What was the last task you gave to one of your employees?
 Did you allow your employee the amount of freedom to determine the best way to
perform that task as you enjoy?
4. In case of some Mistake or Failure?
 What could you have done differently?
 If you would have tried X in place of Y What difference might it have made?

To conclude:

In order to develop productive alliances with others:

· Collaborative relationships are more successful than adversarial ones.

· Good relationships reduce stress, build trust, and help you get the job done.

· The quality of your product or service is improved if there are strong relationships

· Within the company and with suppliers and customers.

The Four Ways to Communicate:

Reading, writing, speaking, and listening are basic communication skills necessary for effective
communication in any environment…

Effective Reading
Intro/ Define:

Bringing into play: Comprehension, hobby, exams….

Articulate & Circuitous   Writing

Intro/ Define:

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Bringing into play: Being students – you know most of it

Fluent Speaking
Intro/ Define:

Bringing into play: - 'to negotiate, to convince, to empathize, to prove a point, to teach, to preach,
and to show the way. 'Striking rapport, to express, to impress

Good listening
Intro/ Define:

Characteristics of a good listener:

How Are The four skills Related?

As it turns out, these skills are not as closely related as you might think. In fact, the moderate
correlations were so limited that the researchers concluded it is “not sufficient for one skill
(speaking) to serve as a valid surrogate for another skill (writing) & vice versa”. In other
words, strength in one skill can’t accurately predict ability level in another.

However, this isn’t to say that these skills are completely unrelated. While none reached the level of
equivalence (statistically set at a correlation of 0.866), the scores on

Listening and Reading tests came pretty close with a correlation of 0.726.
Listening and Speaking scores followed at 0.634, with
Speaking and Writing scores at 0.592. The matches between
Reading and Speaking (0.53) and
Reading and Writing (0.37) scores were found to be less closely linked.

Takeaways:
1. The study validates the idea that …. to have a complete picture of English proficiency. …it’s
necessary to assess all four skill areas
2. Secondly the relatively high CORRELATION OF LISTENING scores with both Reading and
Speaking scores indicates that “listening is fundamental and is integrated with all other
components” (Liu, Costanzo, 2013) when it comes to learning a foreign language. This means
that one of the best ways to bolster language learning is to listen
3. Worksheet on how to use language to communicate properly. 1st time attempt….

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The Communication Process

Let’s begin with a brief look at what happens when two people communicate. Similarly, Oral
communication is fluid and dynamic, and is shaped by both the speaker and the audience. Even in
its simplest form, communication is a two-way process in which several things typically happen:

• You send a message using your voice and nonverbal cues.

• The other person listens, interpreting and personalizing the message, and gives feedback verbally
and nonverbally. Based on his own past experience with you or maybe with someone else on the
same topic…

• Meanwhile, you are listening to the verbal feedback and attending to the nonverbal cues in order
to gauge how your message was received and to understand the other person’s response. The
process is then repeated in the typical flow of conversation.

Setting the Context

Background:

Circumstance:

Framework:

Environment:

Perspective:

EXAMPLE:
Fictitious Chevrolet Nova in South America. Have you heard the story about how GM made a
simple but disastrous mistake when they tried to introduce the Nova in Latin America? They thought
they could use the same brand name they used in the United States. They couldn't figure out why no
one wanted it until they learned it translated in Spanish to 'No-go.' Here's a tip: this story never
actually happened but the urban legend is believed by millions!

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Source of Communication:

The Speaker: Foundational Questions to consider:

1. What to communicate?
2. Why (m.imp.) & whom to communicate?
3. When, where to communicate?
4. How to communicate?

What to communicate?
PRRESED
1. They expect you to prioritize their individual needs over yours.
2. How does he require listening? When your teacher/ mom reprimand you…
3. Clients want relief from the uncertainty … what does your GF want from you?
4. What experience are you leaving the listener with?
5. What can you cater such that their SPECIFIC (say, communication ) related problems are
resolved
6. Clients want you to ease their fears, not add to them.
7. DRIVING FORCE: Driven by their needs not your passion

Questions to Consider:
1. Why (m.imp.) & with whom to communicate?

2. When, where to communicate?

3. How to communicate?

Effective Encoding:

 The process of transferring the information you want to communicate into a form that can
be sent and correctly decoded at the other end. set of instructions, secret language, symbols
signs, regulations,
 Ability to convey the information. skill capability aptitude proficiency

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 Eliminate sources of confusion. For e.g. cultural issues, mistaken assumptions, and missing
information. BARRIERS
 Knowing your audience.

How to communicate?
WHY IS IT IMPORTANT ? How you say something is MORE important THAN what you say! ·
Notice your nonverbal communication—body language, facial expressions, and gestures.
Communication is made up of three parts— 55% non verbal—expressions, gestures 38% tone of
voice 7% actual words still Most people Emphasize on speech when they think about
communication but there are many other ways we can also use to communicate with each
other.

 Facial expressions.
 Gestures.
 Body language
 Pointing / Using hands.
 Touch.
 Eye contact.
Eg.1 When you are talking to someone for the first time – say you got a new bike… you are going on
and on with your friend about its features… suppose he’s not interested then he won’t look into
your eyes, fiddling, fidgeting… rolling eyes…

Eg.1 if you ask for an MI… BUT IF HE’S just bent on SHOWING you SOMETHING ELSE – even if he
tries selling you an I-PHONE, you will not be interested…. Listen to his non-verbal cues – stop
speaking, change the topic…
How you say something is SIX TIMES as important as what you say. Please add 3-4 lines on
each topic.

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Communication Channels:
Written & Verbal Basic difference

Written Communication Channels

– formal – informal e-Mails,
– Writing Memos, complaining, appreciating…
– forming Reports, BP, Project Plan, Lesson Plan

Verbal Communication Channels

– casual conversation
– Face-To-Face meetings,
– Telephonic Conversations, in absence of personal meet.
– Video Conferencing.

Strengths
Add A dialogue/role-play of a communication, with respect to a Dr., Lawyer, Corporate…

Abbreviation: SPECIAL

1. Saves Time
2. Power of persuasion
3. Ease
Effectiveness
4. Cost savings
5. Immediate Rectification
Immediate feedback
Informal communication
6. Adaptability
7. Loving Relationships

Weakness
Written words do not show a person’s actual feelings.. words: I am 100% committed – actions: zero
SOILED
1. Subjective

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Sanctimonious, Sarcastic 
2. Omission/ addition/
3. Inconsistent body language. 
Indicative
interruptions
Inaccuracy
4. Limited use
Legally not valid
Late Decision
5. EGOTISTICAL
EMBARRASSING
ENRAGING
6. Distortion, Generalization.

Ref # 3. Inconsistent body language. 

Nonverbal communication should reinforce what is being said, not contradict it. If you say one
thing, but your body language says something else, your listener will likely feel that you’re being
dishonest. For example, you can’t say “yes” while shaking your head no.
Someone compliments you but….

Negative body language. 

If you disagree with or dislike what’s being said, you might use negative body language to rebuff the
other person’s message, such as crossing your arms, avoiding eye contact, or tapping your feet. You
don’t have to agree with, or even like what’s being said, but to communicate effectively and not put
the other person on the defensive, it’s important to avoid sending negative signals.

Effective Decoding

Why is it so important?
Example of faulty Decoding

How to decode effectively?

– Listen actively,

• PARAPHRASE
• Listen more than they speak.
– Reading information carefully, to Avoid Confusion,

• Exercise on Selective reading, assumptions, making meanings…

– Ask question for better understanding.

• For Accuracy & the ball is in their court.

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Dos and Don’ts of Listening:

Do it The SLANTS way Don’t do it The PAIRED way
 Sit up  Don’t be Physically present, mentally absent
 Lean forward (fully present)  don't jump to give advice
 Acknowledge &  no Agenda
 Accept his emotions  never interrupt
 Ask follow-up  don't listen to respond, but to understand
 Nod (ONLY IF YOU MEAN IT)  don’t be an emotional or an elegiac listener
 Track  no ego, no echo
 Say again  don’t deceive the speaker

The Influence For Receiver:

• The prior knowledge can influence the receiver’s understanding of the message.

• Blockages in the receiver’s mind/ The surrounding disturbances can adversely affect
the influencer.

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FEEDBACK

Why Feedback
• It’s important to give positive feedback to others in the organization based on their
efforts, as well as their results. Show them that you believe they have the ability to
do the job well. Say “Thank you” to others to show your appreciation for the
contributions they make to the organization. Remember . . . ·

Positive feedback and Negative feedback.

• Check your perceptions of how the speaker is feeling—are you putting the text of
the message in the appropriate emotional context?

Listener is interpreting and personalizing the message, and gives feedback verbally and
nonverbally.

Meanwhile, you are listening to the verbal feedback and attending to the nonverbal cues in order to
gauge how your message was received and to understand the other person’s response… we again
give feedback to their responses.

Verbal or Nonverbal Feedback

• Verbal Reactions.

• Paraphrasing. When you paraphrase, you ensure clear understanding by restating

main points in your own words. Paraphrasing also provides important feedback that
helps speakers gauge how well they are getting their message across as intended.

• Use paraphrasing or clarifying questions to confirm that you received the

intended message. Paraphrasing demonstrates that you listened by:

o Summarizing—restating the speaker’s statement and feelings.

o Using your own words—not parroting back what was said.

o Remaining neutral—expressing neither your agreement nor disagreement

(verbally or nonverbally).

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• nonverbal gestures

• Your nonverbal gestures speak volumes. Body language alone—including facial

expressions, gestures, eye contact, and tone of voice— accounts for more than 90
percent of the message we send to others. Our words account for only 7 percent of
the message. As Ralph Waldo Emerson said, “Your actions speak so loud I cannot
hear what you are saying.” Nonverbal clusters are several related nonverbal signals
that work in concert. Generally, the presence of a nonverbal cluster is more
significant than a single signal because it reflects changes in attitude and state of
mind.

• For example, yawning by itself could mean a listener is unreceptive to your message,
is sleep deprived, or simply has been sitting still for too long. Yawning in
combination with fidgeting and lack of eye contact, on the other hand, could mean
much more, including that your message is not getting across and the person is
bored. If you understand nonverbal cues, you can use them to reinforce your
message. You can also use nonverbal understanding to “read” your audience and
gather real-time feedback about whether you are communicating successfully.

Note:

When nonverbal cues don’t match the spoken words, the result is mixed messages. Often, nonverbal
cues contradict or supersede verbal messages, and listeners instinctively react with mistrust and
caution.

Mixed messages can indicate that the speaker:-

• Is not committed to the message.

• Is experiencing internal conflict.

• Is not sincere.

Listener’s Nonverbal Cues Indicators of . . .

1. Boredom

• Slouching in one’s seat • Yawning • Staring out the window • Lack of eye contact • Neutral
expression • Fidgeting • Closed posture • Drifting attention • Slowness to respond • Neutral
or “flat” speech

2. Frustration

• Rubbing forehead with hand • Tense, worried expression • Throwing hands up in the air

3. Agreement, Enthusiasm
• Leaning toward the speaker • Making eye contact • Nodding head • Relaxed, open posture
• Smiling or laughing • Faster speech • Higher pitch

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4. Disagreement, Confusion
• Frowning • Shaking head • Leaning back or away • Pursing lips • Tightened jaw and closed
posture • Staring elsewhere • Shallow, rapid breathing • Limited facial expression and hand
gestures • Slower speech • Lower pitch

5. Evaluation
• Chewing on eyeglass frames • Wearing a thoughtful, intense expression

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