RASHMI KOTIN

COMMUNICATION is a series of experiences of ..

Hearing SMELL

TOUCH SEEING
TIMS-MAD- Communication, 12/10/11 2

DEFINITION OF COMMUNICATION
Communication skills is the ability to use language (receptive) and

express (expressive) information.

Communication is the process of transmitting feelings, attitudes,

facts, beliefs , and ideas between living beings. Birvenue (1987)

Communication is any means by which thought is transferred from

one person to another Chappell and Read (1979)

Communication is an exchange of facts, ideas, opinions, or

emotions by two or more persons Newman and Summer (1977)

Communication is a continuing and thinking process dealing with

transmission and interchange with the understanding of ideas, facts and courses of action. Terry and Franklin (1984)
TIMS-MAD- Communication, 12/10/11

COMMUNICATION GOALS
To change behavior To get action To ensure understanding To persuade To get and give information

TIMS-MAD- Communication, 12/10/11

Most Common Ways to Communicate

Speaking
Writing

Visual Image

Body Language

TIMS-MAD- Communication, 12/10/11

Getting the right messages across the right way!

Whether you need to communicate general day-to-day information or "big news" about major changes in your life/organization, the best communications start with some good

planning.
The first step is to put yourself in the shoes of your audience. What do they need to know, and want to hear? What's their preferred way of receiving information? What will stop them listening to what you have to say? And how will you know that they have got the message? And you must reach the audience through the right communication channels. Then,

following the communications , you must be able to measure the effectiveness and how well the message is bought.

TYPES OF COMMUNICATION

On the basis of organizational relationship

Formal Informal

On the basis of Flow

Vertical Horizontal

On the basis of Expression

Oral Written Gesture
TIMS-MAD- Communication, 12/10/11 7

How Good Are Your Communication Skills?

Speaking, Listening, Writing, and Reading Effectively

Communication skills are some of the most important skills that you need to succeed in the workplace or otherwise. We talk to people face to face, and we listen when people talk to us. We write emails and reports, and we read the documents that are sent to us. Communication, therefore, is a process that involves at least two people a sender and a receiver. For it to be successful, the receiver must understand the message in the way that the sender intended.

When you communicate well, you can be very successful. On the other hand, poor communicators struggle to develop their careers beyond a certain point.

TIMS-MAD- Communication, 12/10/11

LETS TAKE A QUIZ.

Ratings Not at all, Rarely , Sometimes, Often, Very Often 1. I try to anticipate and predict possible causes of confusion, and I deal with them up front. 2. When I write a memo, email, or other document, I give all of the background information and detail I can to make sure that my message is understood. 3. If I don't understand something, I tend to keep this to myself and figure it out later. 4. I'm sometimes surprised to find that people haven't understood what I've said.

5. I can tend to say what I think, without worrying about how the other person perceives it. I assume that we'll be able to work it out later.
6. When people talk to me, I try to see their perspectives.
TIMS-MAD- Communication, 12/10/11 9

Cont.. 7. I use email to communicate complex issues with people. It's quick and efficient.
8.

When I finish writing a report, memo, or email, I scan it quickly, and then send it off right away. When talking to people, I pay attention to their body language. I use diagrams and charts to help express my ideas.

9. 10.

11. Before I communicate, I think about what the person needs to know, and how best to convey it. 12. When someone's talking to me, I think about what I'm going to say next to make sure I get my point across correctly. 13. Before I send a message, I think about the best way to communicate it (in person, over the phone, in a newsletter, via memo, and so on). 14. I try to help people understand the underlying concepts behind the point I am discussing. This reduces misconceptions and increases understanding. 15. I consider cultural barriers when planning my communications.
TIMS-MAD- Communication, 12/10/11 10

SCORE INTERPRETATION
Not at all - 1, Rarely - 2 , Sometimes - 3, Often - 4, Very Often- 5
56-75 Excellent! You understand your role as a communicator, both when you send messages, and when you receive them. You anticipate problems, and you choose the right ways of communicating. People respect you for your ability to communicate clearly, and they appreciate your listening skills. 36-55 You're a capable communicator, but you sometimes experience communication problems. Take the time to think about your approach to communication, and focus on receiving messages effectively, as much as sending them. This will help you improve. 15-35 You need to keep working on your communication skills. You are not expressing yourself clearly, and you may not be receiving messages correctly either. The good news is that, by paying attention to communication, you can be much more effective at work, and enjoy much better working relationships!

TIMS-MAD- Communication, 12/10/11

11

The Source Planning Your Message To plan your communication: Understand your objective. Why are you communicating? Understand your audience. With whom are you communicating? What do they need to know? Plan what you want to say, and how you'll send the message. Seek feedback on how well your message was received. When you do this, you'll be able to craft a message that will be received positively by your audience. Good communicators use the KISS("Keep It Simple and Straightforward") principle. They know that less is often more, and that good communication should be efficient as well as effective. Encoding Creating a Clear, Well-Crafted Message When you know what you want to say, decide exactly how you'll say it. Understand what you truly need and want to say. Anticipate the other person's reaction to your message. Choose words and body language that allow the other person to really hear what you're saying. Avoid jargon or slang. Check your grammar and punctuation. Check also for tone, attitude, nuance, and other subtleties. Familiarize yourself with your company's writing policies. Another important consideration is to use pictures, charts, and diagrams wherever possible. As the saying goes, "a picture speaks a thousand words. Consider the cultural context.. If there's potential for miscommunication or misunderstanding due to cultural or language barriers, address these issues in advance. Choosing the Right Channel You want to be efficient, and yet make the most of your communication opportunity. Using email to send simple directions is practical. However, if you want to delegate a complex task, an email will probably just lead to more questions, so it may be best to arrange a time to speak in person

TIMS-MAD- Communication, 12/10/11

12

Decoding Receiving and Interpreting a Message It can be easy to focus on speaking; we want to get our points out there, because we usually have lots to say. Pay attention to his or her body language. Avoid distractions. Nod and smile to acknowledge points. Occasionally think back about what the person has said. Allow the person to speak, without thinking about what you'll say next. Don't interrupt. Empathic listening and body language also helps you decode a message accurately.
Feedback You need feedback, because without it, you can't be sure that people have understood your message. By watching the facial expressions, gestures, and posture of the person you're communicating with, you can spot:

Confidence levels. Defensiveness. Agreement. Comprehension (or lack of understanding). Level of interest. Level of engagement with the message. Truthfulness (or lying/dishonesty).

As a speaker, understanding your listener's body language can give you an opportunity to adjust your message and make it more understandable, appealing, or interesting.

TIMS-MAD- Communication, 12/10/11

13

Key Points: It can take a lot of effort to communicate effectively. However, you need to be able to communicate well if you're going to make the most of the opportunities that life has to offer.
By learning the skills you need to communicate effectively, you can

learn how to communicate your ideas clearly and effectively, and understand much more of the information that's conveyed to you.
As either a speaker or a listener, or as a writer or a reader, you're

responsible for making sure that the message is communicated accurately. Pay attention to words and actions, ask questions, and watch body language. These will all help you ensure that you say what you mean, and hear what is intended.

TIMS-MAD- Communication, 12/10/11

14

The 7 Cs of Communication A Checklist for Clear Communication

The 7 Cs provide a checklist for making sure that your audience gets your message. 1. Clear. 2. Concise. 3. Concrete. 4. Correct. 5. Coherent. 6. Complete. 7. Courteous.

1. Clear When writing or speaking to someone, be clear about your goal or message. What is your purpose in communicating with this person? To be clear, try to minimize the number of ideas in each sentence. Make sure that it's easy for your reader to understand your meaning. People shouldn't have to "read between the lines" and make assumptions on their own to understand what you're trying to say.

TIMS-MAD- Communication, 12/10/11

15

2. Concise When you're concise in your communication, you stick to the point and keep it brief. Your audience doesn't want to read six sentences when you could communicate your message in three. Avoid redundancy, unnecessary sentences and eliminate words like "for instance," "you see," "definitely, "kind of," "literally," "basically," or "I mean. 3. Concrete When your message is concrete, then your audience has a clear picture of what you're telling them. There are details (but not too many!) and vivid facts, and there's laserlike focus. Your message is solid. Bad Example: Consider this advertisement: The ad where Jimmy Sheergill comments! Good Example: Consider this advertisement: The SUV with 32 features
TIMS-MAD- Communication, 12/10/11 16

4. Correct When your communication is correct, it fits your audience. And correct communication is also error-free communication. Are there any grammatical errors? Are all names and titles spelled correctly Punctuations? Spell Check? Bad Example:
Hi Sheetal, Thanks so much for meeting me at lunch today! I enjoyed our conservation, and I'm looking forward to moving ahead on our project. I'm sure that the two-weak deadline won't be an issue. Thanks again, and I'll speak to you soon! Best, Tracy Miller

TIMS-MAD- Communication, 12/10/11

17

5. Coherent When your communication is coherent, it's logical. All points are connected and relevant to the main topic, and the tone and flow of the text is consistent.
Good Example Hi Abhay, I wanted to write you a quick note about the report you finished last week. I gave it to Aarav to proofread, and he let me know that there are a few changes that you'll need to make. He'll email you his detailed comments later this afternoon. Talk soon! Regards Divya 6. Courteous

Courteous communication is friendly, open, and honest. There are no hidden insults or passive-aggressive tones. You keep your reader's viewpoint in mind, and you're empathetic to their needs.

TIMS-MAD- Communication, 12/10/11

18

Complete In a complete message, the audience has everything they need to be informed and, if applicable, take action. Does your message include a "call to action", so that your audience clearly knows what you want them to do? Have you included all relevant information contact names, dates, times, locations, and so on?
7.

Bad Example: Hi everyone, I just wanted to send you all a reminder about the meeting we're having tomorrow! See you then, Sanjay This message is not complete, for obvious reasons. What meeting? When is it? Where? Chris has left his team without the necessary information. Good Example: Hi everyone, I just wanted to remind you about tomorrow's meeting on the new telecommuting policies. The meeting will be at 10:00 a.m. in the second-level conference room. Please let me know if you can't attend. See you then, Sanjay

TIMS-MAD- Communication, 12/10/11

19

Key Points: Credible Does your message improve or highlight your credibility? This is especially important when communicating with an audience that doesn't know much about you. Creative Does your message communicate creatively? Creative communication helps keep your audience engaged. All of us communicate every day. The better we communicate, the more credibility we'll have with our clients, our boss, and our colleagues. Use the 7 Cs of Communication as a checklist for all of your communication. By doing this, you'll stay clear, concise, concrete, correct, coherent, complete, and courteous.
TIMS-MAD- Communication, 12/10/11 20

Questioning Techniques
Asking questions effectively

Asking the right question is at the heart of effective communications and information exchange. Open and Closed Questions A closed question usually receives a single word or very short, factual answer. For example, "Are you thirsty?" The answer is "Yes" or "No"; "Where do you live?" The answer is generally the name of your town or your address. Probing Questions Asking probing questions is another strategy for finding out more detail. Rhetorical Questions Rhetorical questions aren't really questions at all, in that they don't expect an answer. They're really just statements phrased in question form: "Isn't John's design work so creative?
TIMS-MAD- Communication, 12/10/11 21

QUESTIONNING
Using Questioning Techniques You have probably used all of these questioning techniques before in your everyday life, at work and at home. But by consciously applying the appropriate kind of questioning, you can gain the information, response or outcome that you want even more effectively.

Questions are a powerful way of: Learning, Relationship building, Managing and coaching, Avoiding misunderstandings, De-fusing a heated situation, and Persuading people.

TIMS-MAD- Communication, 12/10/11

22

Story-Telling for Effective Communication

Using stories to inspire
Types of Stories Learn what kind of story to tell for different situations. "Who I Am" Stories When you start leading a team, members of your new team sometimes make automatic judgments about who you are. They may see you as controlling, mean, or "out to get them" without really knowing you. If you tell a "Who I Am" story when you first become a team leader, you can give a powerful insight into what really motivates you. This can break down walls and help your team realize that you're a person just like them. "Why I'm Here" Stories These are very similar to "Who I Am" stories. The goal is to replace suspicion with trust, and help your team realize that you don't have any hidden agendas. Show that you're a good person, and that you want to work together with them to achieve a common goal. Teaching Stories (Aesop s fables) It can be very hard to teach without demonstrating, and that's the whole purpose of Teaching Stories. KEY POINTS: Be authentic Pay attention to your audience. Practice TIMS-MAD- Communication, 12/10/11

23

BODY LANGUAGE
First impressions and confidence

Posture standing tall with shoulders back. Eye contact solid with a 'smiling' face. Gestures with hands and arms purposeful and deliberate. Speech slow and clear. Tone of voice moderate to low. Working with a group: Have you ever delivered a presentation?

What do these signs say?: Heads are down. Eyes are glazed, or gazing at something else. Fiddling with pens. People may be writing or doodling. They may be sitting slumped in their chairs. Lying: Eyes maintain little or no eye contact, or there may be rapid eye movements, with pupils constricted. Hand or fingers are in front of his or her mouth when speaking. His or her body is physically turned away from you, or there are unusual/un-natural body gestures. His or her breathing rate increases. Complexion changes such as in color; red in face. Perspiration increases. Voice changes such as change in pitch, stammering, throat clearing.

TIMS-MAD- Communication, 12/10/11

24

Active Listening
Hear what people are really saying..

Listening is one of the most important skills you can have. We listen to obtain information. We listen to understand. We listen for enjoyment. We listen to learn. Key elements of active listening : Repeating Engaging Acknowledging Responding Questioning Pay attention. Show that you are listening. Use your own body language and gestures to convey your attention. Respond Appropriately.

ONLY AN EFFECTIVE LISTENER CAN BECOME AN EFFECTIVE COMMUNICATOR!!!

TIMS-MAD- Communication, 12/10/11 25

Overcoming Communication Barriers

Give your self confidence a boost by thinking positively

Develop effective and achievable goals

Create a motivation environment Introspection: SWOT Analysis (Self Efficacy) Resilient , Determination, Perseverance Overcome Language Barriers Pretend you are a newscaster and read out a paper in front of the mirror. Make a list of these words and use at least 5 of them in your conversation during the day. Make an effort to speak English to your friends and family.

Translate your thoughts and keep thinking in ENGLISH!

READ, READ and READ EVEN MORE!!!!

TIMS-MAD- Communication, 12/10/11

26

QUESTIONS AND .ANSWERS

TIMS-MAD- Communication, 12/10/11

27

THANK YOU!

RASHMI KOTIN
TIMS-MAD- Communication, 12/10/11 28