PRESENTATION BY R.

RAGHAVAN

INTRODUCTION:
The Job market today gives as much importance to grace,ability with language & personal habits as it does to academic prowess. Hence it is impossible to survive in todays fast paced global environment without the essential ingredient Soft-skills. Most business leaders find employees who have the required professional skills, but lack soft skills that a company so badly needs and find it difficult to move ahead in their career.
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COMMUNICATION SKILLS

Food for thought

When I have talked in anger, And my cheeks were flaming red, I have always uttered something, Which I wish I had not said.

What we aim to learn

To understand and appreciate the process of communication as an important constituent of the professional effectiveness
To understand oneself and improve interpersonal skills Exposure to communication concepts Diagnose and circumvent barriers to communication To gain confidence and honing presentation skills

INTRODUCTION (Concepts & Processes)

What is Communication
Communication is an exchange of information from the sender to the receiver with the message being understood as intended by the sender
Speaks Writes Acts Draws

Idea

Encode Sender Symbols Decode

Words Actions Pictures Numbers

The receiver
Listens Reads Observes

Idea

Three ways to think about communication

Communication as ACTION: the transmission of information from one person to another through the use of symbols and their accompanying meaning.

Communication as INTERACTION: the exchange of information between two (or more) individuals through the symbols and their accompanying meaning. Communication as MEANING CONSTRUCTION: the process by which two or more individuals arrive at ostensibly shared (or common) meanings or understandings for symbolic actions.
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Some communication propositions

A. Communication occurs through the use of symbols and their accompanying meaning. B. All objects, events, persons, and actions can function as symbols for communication. C. Symbols do not possess inherent and universal meanings. D. Symbols possess objective (physical) properties; but meaning is inherently subjective and can only be inferred from the interpretation of symbols. E. The presumption of intentionality (i.e., conscious and deliberate symbolic action) is a prerequisite for communication.
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Importance Of Communication
Organizational / Functional: greater information access and awareness Improves coordination: reduces logical gaps Encourages cooperation: helps bring everyone in the mainstream Gives a direction: to tasks and activities Morale and empowerment

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.. Importance Of Communication
Decision making aid

Speeds up the organizational processes

Better focus on customer requirements

Generates a greater sense of organizational commitment and involvement

A problem solving tool: by clarity, preciseness and feedback

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Barriers to Communication
A barrier reduces or changes the quality of the message being transmitted

Types : 1. Physical
Poor health Sound / noise Unsuitable temperature Distractions

2. Psychological
Lack of Concentration Attitude and bias Lack of self discipline Low emotional state

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How to overcome the barriers

For the sender For the receiver

Be clear about the message to be sent Be precise and to the point Do not be verbose Use a language understandable to the receiver Write the message if required Request a feedback to ensure receipt of message

Be attentive Concentrate on the message Ask for clarifications wherever required Listen objectively Listen for body language Make notes if required

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Flow of communication
At the workplace

* Upward
From employee to superior

* Downward
From superiors to the employee

* Lateral
From one employee to another

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Communication types Verbal Oral - the spoken language Non verbal Written Body language Expressions - facial, gestures, signs

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Medium of Communication

Memos E-mails Notices Company circulars In-house magazines Oral instructions

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Gateways to Communication
A barrier removed is a gateway created. We need to eradicate the neps from the fabric of our communication by practicing certain things. 1. Creating within one self the need and willingness to understand 2. Making the message appropriate to the receivers frame of reference ( speak the language of the listener)

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.. Gateways to Communication
3. Ability to describe others behavior without evaluating or interpreting. 4. Ask for feedback from the receiver 5. Reinforce communication by using more than one channel to convey the message (Verbal, written, nonverbal)

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EFFECTIVE COMMUNICATION
1. Plan your communication maintain clarity of purpose why, maintain clarity of idea, what.

2. Choose the medium

language style

semantics

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. Effective Communication
3. Remove barriers . build gateways DOs DONTs - seek first to understand - remove all prejudices and then to be understood - overcome any distractions - empathize with other people - reduce length of - values, beliefs, needs & sentiments communication channel - use a common language - clarify ideas before communicating

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.. Effective Communication
4. Active Listening Listen with an open mind Make an effort to understand Empathize ..reflect understanding Be aware of what is said and what is not said Dont jump to conclusionsdraw conclusions 5. Feedback Check for accurate receipt of message Check action/outcome in relation with the intent of the message. Improve/alter message, if required.
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The Power of Listening

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Listening : A lost art

Why do we not listen?
actions speak louder than words Seeing is easier than listening Visual medium is powerful We hear but dont listen look but dont see

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WHY TO LISTEN?
Visualise a common scene in a Banks Branch. Branch Manager is totally engrossed in an urgent file needed to be sent to Head office.A voice is heard: May I come in Sir Without raising his eyes from the file,Branch Manager replied yes . Asst.Manager came in the cabin of the BM and said: Sir, I had been to the pre-sanction visit for the Housing Loan applied by Mr.kulkarni and realising that the BM is not listening to him, Asst.Manager stopped further communication.
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WHY TO LISTEN (CONTD)

Go on telling, I am listening said the BM. Sir, the title to the property is not clear and the party .. the Asst.Manager started telling. What title ? BM asked with an irritation in his voice. Asst.Manager now being fully convinced that the BM is cent percent preoccupied in the file and not ready to listen to his say,there is no point in wasting time and making BM irritating further said, Sir, I will come later and tell you details .He leaves cabin of the BM.
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WHY TO LISTEN (contd)

This is a common scene that prevails in Public sector organisations. The result is obvious, a failed business communication. A strain in the relationship with staff as well as with customers. A man is preoccupied with anxieties,worries and thoughts. He is concerned about his own problems and does not understand how not listening to the intending party, who is anxious to tell him of his thoughts,frustrates the intending speaker and how it spoils the business & sometimes the relationship.
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ListeningInterpretation

What the receiver receives may be different from what the sender sends. What receiver receives depends on
His behavior Past experiences His values, motivation, need or his attitude His world

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What it takes to be a good listener

Ability to concentrate genuine desire to understand the other persons point of view Sensitivity to needs, emotions and body language Humility: You might have a point of view and I respect you A belief that other people are important and worth listening to.
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How to be a good listener

Know your power as a listener Ask questions Reflect feelings Let your body give reassuring messages Know your prejudices Avoid making snap judgements Avoid anger

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The Art of Listening

Listening : an important human skill indispensable for superiors gets you respect, love and fame shows that you care for and respect others not listening could be psychologically upsetting for the other person you cant fake listening the higher you go, the more you have to listen it is a rare skill
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The Art of Listening

Listening needs an ability to concentrate a genuine desire to understand the other persons point of view sensitivity to needs, emotions and body language humility - I am not right alone, you might have a point and I respect you a belief that other people are important and worth listening to

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The Art of Listening

Poor Listeners The fidget : Why are you telling me ? The aggressive listener : tries too hard and as a result scares people. The pseudo - intellectual : hears only ideas and not the emotions behind them The passive listener : :I agree with whatever you say The inaccurate listener :I cant concentrate

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The Art of Listening

How to be a good listener, Know your power as a listener Ask questions Reflect feelings Let your body give reassuring messages. Nodding, arms apart, legs not crossed, erect forward posture. All these give non-verbal messages that you are listening. Know your prejudices. You must discount from all those matters towards which you are biased or passionate.

Avoid making snap judgments

Avoid anger. It always gets the better of you.
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What is Listening then?

To illustrate an Example: When Gautam Buddha went into silence after realizing enlightenment, all God requested him to say atleast something so that others can understand what to do to experience enlightenment like him. Buddha mentioned that those who have willigness to understand, will understand even from silence and those who have no willingness to understand,will never understand even with thousand words spoken. That willingness i.e. a strong desire within, a passion,an ability to identify and understand what others are saying is LISTENING.
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SUMMARY
To enjoy the fruit of listening we must cultivate zeal to listen, listen longer, listen with respect, listen analytically and listen without any reservation. In a nutshell, we must develop a passion for Listening.

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Importance Of Feedback
Feedback is necessary to check the effectiveness of the communication. Feedback helps reflect upon how well the message has been encoded, transmitted and understood. Feedback helps make mid-course correction if found required. - in terms of action : changing strategy - in terms of communication : changing message

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How to take Feedback

-

ask for it you are the sender or offer it if you are the receiver observe evaluate the results achieved as against the objectives set be objective while giving or receiving it focus on the task and performance aspects not the individuals personality

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Organizational Communication

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Official Communication
1. Flow : vertical/horizontal/cross 2. Content : top-down are in the form of orders or directives bottom-up are in the form of feedback or complaints

3. Through a proper channel : Who is the end audience? Who should know first ? What should the network be ?
4. Information is power. One who has the authority to communicate is considered powerful.

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How to write memos that work

Begin with planning. - what are the facts ? - what do they mean ? - what do I do now ? Write short and to the point sentences Write in the second person Use memos to summarize group decisions, to list individual assignments and deadlines Adopt a conversational style Use the B - E - T method to help strengthen your memos content i.e. - B = Bottom line - E = Evidence - T = tasks Always keep your memos brief and precise

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Communication Ethics
If intimation is power, and if we have information, then we must respect and handle our communication with restraint. Key Points: maintain confidentiality confidential information is trust reposed Confidential information is trust betrayed certain information is `need to know - the job demands it, certain information is `desire to know - it may help in my job, and certain information is `desirable to know, it may increase my power, fame and status. Gossiping or bitching - is like `stabbing in the back
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. Communication Ethics
Ownership of information - Permission of the owner is a must before using it. Knowledge of information vs. use of information - having information does not mean you can use it. Communication must flow through a proper channel - cutting across a channels causes heartburns, hurt and misunderstandings Timing and place - be careful and sensitive to it.

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Written Communication
Written communication as compared to oral communication is at a disadvantage because of the absence of non-verbal gestures, voice variation and physical expressions. This as a result increases the importance of clarity and accuracy of the content of our written message. To have effective written communication, certain steps and guidelines may help.

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The steps
Plan
(Your communication)

Keep it short and simple

(Brevity and precision)

Write it
(Commit it on paper)

Edit your writing

(Check for corrections)
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Steps
Step 1. Plan Like nearly any activity, written communication too requires a plan and a structure. Certain thins must be clearly ascertained, like, Sender : From whom is the communication starting ? Receiver : Who is the end receiver/audience of the written communication? Purpose : Why are we making the communication ? What is the expected outcome I.e What do expect the receiver to do ? These questions when answered and related will help us understand and design the path, requirements and the construction of the message.

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Step 2. Keep it Short & Simple (K.I.S.S.) The Structure of the content of the message must be, Brief: Brevity and simplicity avoids any confusion in understanding the message. Specific : Only the issue or matter in question must be addressed. Other unrelated matters must not be included as it might decrease the significance of the main topic. Sequence:The flow of or written communication must follow a logical and stepwise format.

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Step 2. Keep it Short & Simple (K.I.S.S.) The Structure of the content of the message must be, Short Sentences : They facilitate easy and correct understanding of the message. Simple usable words : Everyday used words maintain the harmony and expression of our communication. Facts and Figures ; They help to give our communication objectivity. Relying on unclear, subjective assumptions and expectations blurs the message.

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 Meaning of the facts Supporting data and clarification of the facts would help in the clarity of our communication. Suit it to the audience One message may need different degrees of explanations. This depends on the context, frame of reference and understanding capability of the receiver in question. We must explain and elaborate our message depending on the receiver.

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 Call for action Our written communication should look for expected action to be taken based on it. Request feedback Our written communication must call for acknowledgment of receipt of information.Supporting the acknowledgment must be specific feedback on how the communication has been understood.

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Step 3. Write It Once we have done the above, we could proceed to actually writing our communication on paper, bearing a few things in mind.

Double spacing to improve readability,as used on this page.

Use of paragraph to make the communication more logical and understandable. Neat, uniform handwriting, in case it is not typed or printed.
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Step 4. Edit your writing Effective editing is another step towards good writing. The key points to remember during editing are, Edit your draft as brutally as if it was someone elses copy. Edit your draft from the readers point of view Be specially critical of the first few paragraphs Look out for problems in any section you wrote when you were bored or tired. Carefully study the content of your draft details, flow, forgotten points, unrelated issues etc. Edit for brevity and clarity Read aloud for style and tone Edit again
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Body Language
Interpreting body language is vital in any communication process Observe the body movements and postures Match the other persons language

Some interesting interpretations of Rabbits

Sniffing: May be annoyed or just talking to you Grunts: Usually angry, watch out or you could get bit! Shrill scream: Hurt or dying Circling your feet: Usually indicates sexual behavior. He/She's in love.
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Two basic groups of body language

OPEN/CLOSED and

FORWARD/BACK

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RESPONSIVE ENGAGED leaning forward open body open arms open hands EAGER (sprint position) open legs feet under chair on toes leaning forward READY TO AGREE closes papers pen down hands flat on table

REFLECTIVE

FUGITIVE

COMBATIVE LET ME SPEAK finger tapping foot tapping staring AGGRESSIVE leaning forwards finger pointing fists clenched DEFIANT (standing) hands on hips frown LYING touches face hand over mouth pulls ear eyes down glances at you shifts in seat looks down and to left
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LISTENING BORED head tilted staring into space lots of eye slumped posture contact doodling nodding foot tapping high blink rate LET ME GO EVALUATING feet towards door sucks glasses/ looking around pencil buttoning jacket strokes chin REJECTION looks up and right sitting/moving back legs crossed in arms folded 4 pos. legs crossed 11 pos (ankle on knee) (thigh on knee) head ATTENTIVE down frown (standing) DEFENSIVE arms behind back (standing) smile open feet feet pointing in hands clenched

Presentation Skills

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What is a presentation
A method of communicating with an audience by explaining or discussing on particular subject(s) aided by different tools

Preparing for a presentation

Collect and collate data regarding the subject and related areas Speak to experts in that subject for their ideas Incorporate related practical examples, role plays etc Identify the target audience Prepare the transparencies and arrange for the tools/aids Check for errors and correct them Practice
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Making effective presentations

Points to be kept in mind Be clear about the subject and the purpose of the same Collect accurate data and information on the subject Collect data on related topics and areas Use language understood by the audience Frame your presentation around the target audience Involve the audience by asking questions or games Do not remain fixed at one position, move while speaking Use gestures and expressions to drive the point home Use presentation aids to generate interest and present data Note critical points on a small note pad for ready reference Provide a list of reference books, articles etc and handouts Take a feedback at the end
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Tools for effective presentations Transparencies Overhead projector Audio Visual facilities Handouts Computer aided presentation - Power Point, CD ROM Role plays, case studies, quizzes

Uses
An effective method of putting ideas across in a comprehensive manner

- Proposals - Training of employees - Assignments to be submitted

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Managerial requirements for communication A. Managerial communication skills are used for: Work facilitation To inform, instruct and guide Interpreting employee non verbal communication Motivating subordinates Breaking employee barriers and mindsets Developing better interpersonal relations As a bridge between subordinates and superiors

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B. What needs to be communicated

Information/
Data

Attitudes
Values Moods Emotions

C. The communication linkages

Superior Manager
Peers
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Subordinate

Some final guidelines

Practice active listening, listen for facts and feelings, content and intent. Identify barriers to good listening - and knock them down. Guide conversations with "open" and "closed" questions.

Defuse difficult situations; encourage participation;

Build empathy and check understanding. Read and use body language effectively. Speak effectively and persuasively.

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Summarizing
Concepts, importance, barriers and ways to overcome them Types, medium, gateways to communication Effective Communication how to achieve Listening importance, effective listening Feedback importance, how to receive Organizational communication, memos Communication Ethics Written Communication steps Body Language - Types Presentation Skills how to deliver effective presentations
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