Effective Communication

- Prof. Milind Gawai

Anton Chekov - The Clerk
 Peter
Ustinov

“Communication is the art of being understood.”

 Some Definitions

“Communication is an exchange of facts, ideas,

opinions, or emotions by two or more
persons.”

- William Newman & Charles Summer

 Some Definitions

 “Communication is a two way process, involving

the sending and the receipt of a message and that
one major criterion in the judgement of the
success of a communication exercise is whether
the receiver actually receives what the
transmitter thinks he or she has transmitted.”

- Tony Dawson
 Some Definitions

 “Communication is a multi-level process in an

organisation because it involves the
organisational hierarchy, from the top to the
bottom, and across the horizontal levels.”
 Some Definitions

 “Communication is a transformational
process that motivates and fosters growth and
mutual understanding.”
 Some Definitions

 “Communication is a dynamic process that

challenges ‘what you say’ and ‘how you say’
at that particular moment.”
 Some Definitions

 “Communication is a mental / psychological

process of talking to oneself in the mind.”
NON-VERBAL
COMMUNICATION

Prof. Milind Gawai

3 V’S – ALBERT MEHRABIAN

(For a clear message, all three must be consistent)

QUOTES

“The most
important thing
in
communication
is to hear what
is not being
said.”
 QUOTES

“The eyes of men talk as much as their tongues,

with the advantage that the occular dialect
needs no dictionary, but is understood the world
over.”
- Ralph Waldo Emerson
QUOTES

“Mortals can
keep no secret.
If their lips are
silent, they
gossip with their
fingertips;
betrayal forces
its way through
every pose.”
Sigmund Freud
NON-VERBAL
 Kinesics – Study of the movements of the body.
 Occulesics – Study of the movement of the eyes/ facial
expressions
 Paralinguistics – Study of the vocal cues
 Proxemics – Study of distance between people
 Artifactics – Study of appearance, clothing, personal
objects, etc.
 Chronemics – Study of people’s concept of time
 Tactilics – Study of communication through touch
KINESICS

 Study of the movements of the body.

(Postures, Gestures, Head Nods and Leg Movements)

 Types of Gestures:
(a) Emblems
(b) Illustrators
(c) Adaptors
(d) Regulators
OCCULESICS

 Study of the movement of eyes and facial expressions

 Body Language – 7,50,000 Signals
Face Alone – 15,000 (Richard Denny)
Observation:
 Staring eyes – superiority / lack of respect / threatening

 Too little eye contact – dishonesty/ insincerity / shyness

 Withdrawal of eye contact – sign of submission

 Frequently looking away at people – extrovert

 Scarcely looking in proximity - introvert

PROXEMICS

 Study of distance between people

 American anthropologist – Edward Hall
 Four Space Zones:
(a) Intimate Zone - 0 to 0.5 meters
(b) Personal Zone - 0.5 to 1.2 meters
(c) Social Zone - 1.2 to 3 meters
(d) Public Zone - 3 meters
ARTIFACTICS

 Study of non-verbal messages through appearance,

clothing, personal objects, etc.

 The first impression…..

 Clean finger nails, combed hair, laced shoes, etc….

CHRONEMICS

 Study of people’s concept of time

 Time management is necessary to keep efficiency at work

 Time keeping – Appointments, punctuality, duration

TACTILICS

 Study of communication through touch

 Touch implies that actions are deliberate, conscious and
primarily by hands
 Wainringht – Touching has ‘the connotation of a more
active involvement of the person doing the touching.’
 It fulfils physiological and sociological needs
 Example:
A pat on the shoulder – Assurance / Encouragement
Holding hands/arms – Social gesture of goodwill/ goodbye
Stroking hair – Close relationship
Effective Listening

Prof. Milind Gawai

Functions of Communication

 Control
 Motivation
 Emotional Expression
 Information
Key Oral Communication Skills
 Listening Skills
 Feedback Skills
 Presentation skills
Usage of Communication
Mediums

Listening Reading
(45 %) (16 %)

Speaking Writing
(30 %) (9 %)
 Basic Communication Skills
Profile
________________________________________________
Communication Order Learned Extent Used Extent Taught
____________________________________________

Listening First First Fourth

Speaking Second Second Third
Reading Third Third Second
Writing Fourth Fourth First
Meaning

 Listening Is With The Mind

 Hearing With The Senses
 Listening Is Conscious.
 An Active Process Of Eliciting Information
 Ideas, Attitudes And Emotions
 Interpersonal, Oral Exchange
Stages of the Listening Process

 Hearing
 Focusing on the message
 Comprehending and interpreting
 Analyzing and Evaluating
 Responding
 Remembering
 LISTENING CASE - 1
Sunil: Yash, I got your e-mail about the graphics. I can’t do
them right now. I am not a Superman you know.

Yash: That’s an order from the big boss, not me! He told me
to make sure everything was on time for his report.
Our little part of his action is the graphics because
that’s what this department does. So I’d appreciate
you getting to them right away. We’ve got more than
his work around here to do this week. There are also
the illustrations for marketing and the diagrams
for the production manual, etc.

Sunil: Doesn’t he know that we are stacked knee-deep in

work? Since Mahalaxmi was out last week with flu,
we just can’t seem to catch up.
 Yash: I am doing what the boss told me to. I don’t set his
deadlines. If he wants the graphics by noon on Friday,
then that’s what I have to get for him.

Sunil: I sure don’t like it. And I won’t forget it, either.

Yash: That’s your problem. Think anything you like as long

as you get me those graphics on time.

Source: Basic Business Communication by Flatley & Lesikar, Tata McGraw Hill Education
 LISTENING CASE - 2

Sunil: Yash, I got your e-mail about the graphics. I can’t do

them right now. I am not a Superman you know.

Yash: Sounds like you are overloaded with work, Sunil.

Sunil: Yes, I am. We were trying to get back on schedule

after Mahalaxmi’s bout with flu. And we were making
good progress with everybody back at 100 percent.
Then you started ragging me about those graphics and
deadlines.

Yash: My reminder was just the final straw, right?

Sunil: Right! I never seem to get caught up – always one step
behind.

Yash: I feel it’s not quite right to ask you to do anything

else.

Sunil: Well, sometimes it’s like that for everyone, I assume.

But we are all survivors here. We’ve made deadlines
before. Better get back to work!
 Why people do not listen?
 “I am too busy.”
 “I have got my own problems.”
 “I don’t like you.”
 “I am not interested.”
 “Now you listen to me.”
 “You are a poor speaker.”
 “I know what you are going to say.”
 “I don’t know what to hear what you have to say.”
 “I don’t understand.”
 “I have my own beliefs.”
 “I am the boss.”
Fallacies about Listening

 Listening is not my problem!

 Listening and hearing are the same
 Good readers are good listeners
 Smarter people are better listeners
 Listening improves with age
 Listening skills are difficult to learn
Barriers to Active Listening

 Environmental barriers
 Physiological barriers
 Psychological barriers
 Selective Listening
 Negative Listening Attitudes
 Personal Reactions
 Poor Motivation
Learning not to listen

 Thinking about what we are going to say

rather than listening to a speaker
 Talking when we should be listening
 Hearing what we expect to hear rather than
what is actually said
 Not paying attention ( preoccupation,
prejudice, self-centeredness, stereo-type)
How to Be an Effective Listener

What You Think about Listening ?

 Understand the complexities of listening

 Prepare to listen
 Adjust to the situation
 Focus on ideas or key points
 Capitalize on the speed differential
 Organize material for learning
How to Be an Effective Listener
(cont.)

What You Feel about Listening ?

 Want to listen
 Delay judgment
 Admit your biases
 Don’t tune out “dry” subjects
 Accept responsibility for understanding
 Encourage others to talk
How to Be an Effective Listener
(cont.)

What You Do about Listening ?

 Establish eye contact with the speaker

 Take notes effectively
 Be a physically involved listener
 Avoid negative mannerisms
 Exercise your listening muscles
 Follow the Golden Rule
Ten Commandments of Listening
 Stop talking
 Put the speaker at ease
 Show the speaker that you want to listen
 Remove distractions
 Empathise with the speaker
 Be patient
 Hold your temper
 Go easy on argument and criticism
 Ask questions
 Stop talking
 DO I?
Element of Listening Always Frequently Occasionally Never
I look for areas of interest when
people speak
I focus on content not delivery
I wait to respond until I understand
the content
I listen for ideas and themes not
isolated facts
I take notes only when needed
I really concentrate on what speakers
are saying
I stay focussed even when the ideas
are complex
I keep an open mind despite
emotionally charged language
Feedback Skills

 Positive vs. Negative Feedback

 Positive feedback is more readily and accurately
perceived than negative feedback
 Positive feedback fits what most people wish to hear
and already believe about themselves
 Negative feedback is most likely to be accepted
when it comes from a credible source if it is
objective in form
 Subjective impressions carry weight only when they
come from a person with high status and credibility
Developing Effective Feedback Skills

 Focus on specific behaviours

 Keep feedback impersonal
 Keep feedback goal oriented
 Make feedback well timed
 Ensure understanding
 Direct feedback toward behaviour that is
controllable by the recipient
 Thank You
For
Listening Attentively
Presentation Skills
Three Important Elements

 Content

 Design

 Delivery
Types of Presentation
 Academic

 Professional

 Classroom

 Routine Business

 Group Presentation

 Speeches & Addresses

Preparing for a Presentation

Inform

Entertain Explain
Purpose

Persuade Educate
Understanding the Audience
 Size
 Demographic / Psychographic
 Subject Knowledge
 Speaker Knowledge
 Chosen to Attend? Or Asked to Attend?
 Relating information to their needs
 Data & Graphics
 When are you speaking?
Preparing for a Presentation

Room

Location Equipment

Place
Delivery Modes
 PREP (Position – Reason – Example – Position)

 PPF (Past – Present – Future)

 PCS (Problem – Cause – Solution)

 AIDA (Attention – Interest – Desire – Action)

 Tell X 3
Visual Aids
 Use the KISS Principle

 Use appropriate titles

 Choose the correct type of chart

 Refrain from talking to the visual aids

 Place yourself at the centre stage

 Use the pointer sparingly`

Delivery
 Focus on how you say
 Maintain eye contact
 Keep voice firm and clear
 Speak at moderate speed (80 – 120 wpm)
 Invoke maximum senses for audience interest
 Be animated, enthusiastic & direct
 Be naturally humorous
 Avoid mannerisms (typical behaviour)
 Keep ready Cue Cards & Back-up Papers
 Rehearse standing up and using visual aids
 Question & Answer
 Anticipate questions & practice the answers
 Ask for questions by stepping forward
 Watch the questioner & listen carefully
 Keep hands in a neutral position when listening
 Repeat the question
 Keep the same style and demeanour while
answering
 Using eye contact involve the whole audience
Murphy’s 7 C’s of Communication

Prof. Milind Gawai

7 C’s OF COMMUNICATION

 Courtesy
 Clarity
 Conciseness
 Concreteness
 Correctness
 Consideration
 Completeness
 COURTESY

 Expects the speaker / writer to be aware of the reader’s

feelings. It is a sincere and genuine expression that stems out
of respect and care for others.
 Sincerity, Avoiding Anger, Refraining from Preaching,
Avoiding Negative Words.
 Example:
“You failed to confirm the appointment with us.” (-Ve)
“If you had confirmed your appointment with us, we
certainly would have reserved the place for you.”
 CLARITY

 Choosing simple, precise, familiar, right words and short

sentences to express your ideas
 Clear expression is a fine balance between familiar words
and words that are precise
 Avoid unfamiliar, passive, long words
 Example:
“Will you please ensure that all the necessary machines are
kept free to be used for operations?

“Please see that the production line is kept clear.”

 CONCISENESS

 Time is money
 Long winding message is a time robber
 Eliminate all redundant words
 Example:
I want to take this opportunity to tell you that we are
grateful to you for all the help that you extended when we
were in U.S.

Thank you for your hospitality in U.S. / for being so kind

when we were in U.S.
CORRECTNESS

 Correct use of Grammar / Message Composition

 Appropriate words & adapting the right level of

communication to suit the receivers level

 Correct – Spelling, Grammar, Language

Appearance & Form of Layout
Information
Tone, Formality & Style
CONCRETENESS

 Use of concrete language

 Using words & sentences which indicate the same message

to all the readers

 Examples – ‘we are among the top companies’

‘we made substantial profits’
‘a majority of us believe’
‘we suffered a significant loss this year’
CONSIDERATION

 Giving due importance to the receiver

 Composing the message keeping in mind the receiver
 Principle of “You-Attitude”

 Example:
“We will not deliver the goods until you have submitted
all the documents to us. (rude communication)

“As soon as you submit the required documents to us,

we will promptly deliver the goods to you.”
 COMPLETENESS

 Adhering to all the 7 C’s of Communication

 Example:

“I sent you the letter hoping that I would receive a reply by

the end of this week. I still have not.”

 Which Letter? What was it about? When was it dated?

Parts of Letter
Prof. Milind Gawai
3 Formats

 Block

 Modified Block

 Simplified Block
Standard Letter Parts
 Heading & Date

 Inside Address

 Salutation

 Body

 Complimentary Close

 Signature Block

 Reference Initial
Special Letter Parts
 Mailing Notation
 Attention Line
 Subject Line
 Reference Line
 Second Page Heading
 Enclosure Notation
 Attachment Notation
 Copy Notation
 Post Script
Report Writing
Report

 Written, factual accounts that objectively communicate

information about some aspect of business.

 Goal – to make information as clear and convenient

 Elements of a Report

 Letter of Transmittal – Introduces the purpose & content of

the report to the principal reader
 Title Page – Give a descriptive title
(Types – Analysis / Review / Guide / Instruction / Summary)
 The Abstract – Brief technical summary (200 words)
(a) Descriptive
(b) Informative - Identifying information
Problem Statement
Important Findings
 Elements of a Report

 Table of contents – guide to report’s structure, coverage

and pagination

 List of Illustrations – tables and figures

 Executive Summary – one page condensation of report

* Background – specific problem discussed
* Major Findings
& implications – conclusions & recommendations
Elements of a Report

 Glossary – Alphabetical list of definitions / technical

terms

 Symbols – Defines symbols in the report

 Appendix – information too bulky to be presented in the

report / supporting documents
(Maps / Charts / Graphs etc...)

 Bibliography – acknowledging the sources

Text of the Report

 Introduction

 Body

 Summary
(Summary / Conclusion / Recommendation)
 Introduction

 Authorization – who initiated / wrote / when submitted?

 Purpose – what is to be accomplished by the report?

 Scope – complexity of the report

 Background – how the problem developed?

 Limitations – factors affecting quality of the report

 Report Organization – map giving directions about report

Body

 Sections that present, analyse & interpret the findings

 Contains detail information necessary to support your

conclusions and recommendations
Summary

 Summary – key findings of the report

 Conclusions – writer’s analysis of the findings

 Recommendations – Opinions about the course of action

to be taken
Barriers to
Communication
Types of Barriers to Communication

 Physical Barriers
 Language & Semantic Barriers
 Socio-Psychological Barriers
 Organisational Barriers
 Cross-Cultural Barriers
Physical Barriers

 Time & Distance

 Work place layout & Spatial issues
 Noise
 Faulty Equipment
 Defects in Medium
Language & Semantic Barriers
 Arise from different meanings of words or
symbols

 Meaning depends on receivers Occupation

(Charge)

 Similar sounding words (access – excess /

flour – flower / cite – site – sight / weak –
week / steal – steel)
Language & Semantic Barriers
…Contd

 Emotional – cultural attitudes (Dog)

 ‘Red and blue carpet’

 ‘What can I do for you?’ – Emphasis

 ‘Meaning is in people, not in words.’

Socio-Psychological Barriers

 Different Perceptions
 Allness & Close-mindedness
 Fear
 Misunderstanding
 Halo Effect
 Prejudice
Socio-Psychological Barriers
…Contd

 Inattentiveness
 Emotions
 Abstracting
 Slanting
 Polarisation
 Snap Reactions
Organisational Barriers

 Faulty Transmission
 Poor Retention
 By-passed Instructions
 Status Barriers
 Improper Utilisation of Channels
 Wrong Choice of Medium
Organisational Barriers
…Contd

 Resistance to Change
 Unclarified Assumptions
 Overemphasis on Written
Communication
Cross-Cultural Barriers

 National Characteristic

 Language

 Values and Norms of Behaviour

 Social Relationships
Cross-Cultural Barriers
…Contd

 Concept of Time & Space

 Thinking Processes

 Non-verbal Communication

 Perception
Thank You