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rs
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Communication Process

ng
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an
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En
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 d
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Most common ways to communicate

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Writing
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 Jo
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Communication Goals

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ac
eb
oo
k
To change behavior

G
ro
up
Li
br
ar
To get and give

y
To get action

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Information

En
gl
is
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te
ra
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an
d
Li
ng
To persuade To ensure understanding

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in
Why we need to improve communication??

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ac
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70 % of our communication efforts are:

oo
k
G
 misunderstood

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up
Li
 misinterpreted

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ar
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 rejected

En
gl
 distorted or

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Li
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 not heard

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Critical success factor

in
ou
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ac
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The majority of your perceived ability comes from

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k
how you communicate

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ro
up
Li
55% Tonal

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ar
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of
En
gl
is
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38% Visual

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7% Verbal

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ui
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93% of all Communication is non verbal - SKILL

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Characteristics of Communication

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ou
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ac
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(i) A two-way traffic

oo
It is a two-way traffic – upward and downward. Messages, directives,

k
G
opinions are communicated downward.

ro
up
Likewise grievances, complaints, opinions, feelings, are communicated
upward along the line.

Li
br
ar
(ii) Continuous Process

y
of
It is continuous process. It is repeated to achieve the desired

En
results. It is not a one time shot.

gl
is
h
(iii) A short-lived process:

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It is complete as soon as the message is received and understood by the

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ra
receiver in the right perspective.

tu
re
(iv) Needs proper understanding:

an
d
There may be numerous media of communication but the main purpose of

Li
conveying the message is a proper understanding of the message by the

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other party. For this purpose, it should be clearly and concisely worded.

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Contd…

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(v) Leads achievement of the organizational objective:

G
ro
Effective communication does this by creating the sense of object

up
Li
orientation in the organization.

br
ar
y
of
En
(vi) Dispels misunderstanding:

gl
is
It provides clear understanding between persons and thus builds a

h
Li
te
bridge of camaraderie among people.

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Why is communication important

in
ou
rF
ac
eb
oo
 Inspires confidence

k
G
ro
up
 Builds respect in business and social life

Li
br
 Helps make friends

ar
y
of
 Develops a distinct personality

En
gl
is
 Reveals your ability to others

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Objectives of Communication

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The main objectives are:

up
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br
ar
Conveying the right message:

y
of
The main objective of communication is to convey the right message

En
gl
to the right person, i.e., to the person for whom it is meant. The

is
h
message conveyed should be well understood and accepted by the

Li
te
receiver in the right perspective.

ra
tu
Coordination of effort:

re
an
It is an effective tool for coordinating the activities of different

d
Li
persons engaged in running a business. Coordination without

ng
ui
communication is a remote possibility. The individuals or groups

st
ic
come to know what others are doing and what is expected from them

s
by
only through communication.

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Contd…

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Good Industrial relations:

G
ro
Communication develops good industrial relations as it conveys the

up
feelings, ideas, opinions and viewpoints of one party to the other party.

Li
br
The two parties-the management and the subordinates come closer

ar
through communication. They understand each other and dispel any

y
of
misunderstanding. Thus, it promotes cooperation and good industrial

En
relations.

gl
is
h
Li
te
Development of managerial skills:

ra
tu
Communication helps managers to understand human behavior at work.

re
Communication of facts, ideas, opinions, information, feelings etc. add

an
d
value to the knowledge of managers about various happenings, in the

Li
ng
organization and behavior of people. Thus, communication is a process

ui
of learning.

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Scope of Communication

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Information Sharing:

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To transmit information from a source to target individuals or groups.

ro
up
Information can be:

Li
- policies and rules

br
ar
- changes and development in the organization

y
- Special rewards and awards

of
En
- Settlements with the union

gl
- major changes in the organization

is
h
Li
Feedback:

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ra
Give feedback to employees on their achievements

tu
re
- To the departments on their performance

an
- Higher management on the fulfillment of goals

d
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Control:

st
ic
Information is transmitted to ensure that plans are being carried out according

s
to the original design. Communication helps to ensuring such control.

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Scope of Communication (Contd.)

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Effectiveness of policies:

ro
up
The organization formulates policies and programmes to guide the workforce.

Li
These should be conveyed properly to those who are really responsible for the

br
execution of work to achieve the organizational objectives. Only effective

ar
y
communication can translate the policies into action. Effectiveness of the policies

of
can be judged from the success which surely depends upon an effective

En
communication system.

gl
is
Influence:

h
Information is power. One purpose of communication is to influence people.

Li
te
ra
tu
Problem-solving:

re
In many cases communication helps to solving problems.

an
Many meetings are held between the management and the unions on

d
some issues to find solution.

Li
ng
Alternative solutions may be held to solve a problem and evolve a consensus.

ui
st
ic
Decision-making:

s
by
For arriving at a decision several kinds of communication are needed.

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Scope of Communication (Contd.)

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oo
Facilitating change:

k
G
Change can be brought about effectively by

ro
up
communication.

Li
br
ar
y
of
Group Building:

En
gl
Communication helps in building relationships. If

is
h
Li
communication breaks down the group may breakdown.

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an
Gate Keeping:

d
Li
Communication helps to build linkages of the

ng
ui
organization with the outside world.

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Communication is a two way process!

in
ou
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ac
eb
oo
k
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ro
In order to have good communication:

up
Li
br
 Listen to Understand

ar
y
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 Understand before speaking

En
gl
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 Speak to be understood

h
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 Seek understanding before proceeding

tu
re
 Repeat

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Essentials of good communication

in
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oo
 Knowledge

k
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 Spontaneity in conversation

up
Li
 Level of conversation

br
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 Organising your thoughts

y
of
En
 Participating in discussions

gl
is
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 Body Language

Li
te
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 Show v Tell

tu
re
 Being a good listener

an
d
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 Listening v hearing

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Common Communication Errors

in
ou
rF
ac
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oo
 Finishing others’ sentences

k
G
ro
up
 Preparing our response before someone has

Li
br
completed speaking

ar
y
of
 Multitasking while ‘listening’

En
gl
is
 Filtering content or meaning based on the speaker

h
Li
te
 Speaking for others (we…)

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How to be an active listener

in
ou
rF
ac
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oo
 Set the stage

k
G
ro
 Ensure mutual understanding

up
Li
 Understand body language

br
ar
y
 Suspend judgment

of
En
 Behaviors that hinder effective listening

gl
is
h
Act distracted (look at your watch!)

Li


te
 Tell your own story without acknowledging theirs

ra
tu
re
 Give no response

an
d
 Invalidate response, be negative

Li
ng
 Interrupt

ui
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 Criticize

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Techniques to improve listening skills

in
ou
rF
ac
eb
SUMMARIZE

oo
PARAPHRASE

k
G
ro
Pull together

up
Restate what was the main points

Li
br
said in your own of a speaker

ar
words

y
of
En
gl
is
QUESTION

h
Li
te
ra
tu
Challenge speaker

re
an
to think further,

d
clarifying both your

Li
ng
and their

ui
st
understanding

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Improving communication

in
ou
rF
ac
eb
oo
 Don’t use cliches

k
G
ro
up
 Brevity

Li
br
ar
 Sincerity

y
of
En
 Don’t praise yourself

gl
is
h
 Avoid argument

Li
te
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 Be tactful

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re
an
 Silence

d
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 Enunciation

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 Clear, loud, Flexibility of tone

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Practice

in
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ac
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oo
 For distinct enunciation, every word, every

k
G
ro
syllable, every sound, must be given it proper form

up
Li
and value.

br
ar
y
of
 Think of the mouth chamber as a mold, in which

En
gl
the correct form is given to every sound.

is
h
Li
te
 Will you please move your lips more noticeably?

ra
tu
re
 The teeth should never be kept closed in speech.

an
d
Li
Through practices, we can learn to speak more

ng


ui
st
rapidly, but still with perfect distinctness

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Ways to gain effective conversation

in
ou
rF
ac
eb
oo
 Good use of English – avoid errors

k
G
ro
up
 Improved vocabulary – overlook v oversee

Li
br
 Avoid old phrases

ar
y
of
 Use humour

En
gl
is
 Add interesting story

h
Li
te
ra
 Improve clarity of voice – practice

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 d
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Si
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an
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Public Speaking

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gl
En
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 Jo
in
ou
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oo
 Public speaking is the process of speaking to a

k
G
ro
group of people in a structured, deliberate

up
Li
manner intended to inform, influence, or

br
ar
y
entertain the listeners.

of
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What does the graphic tell you about this

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En
speaker

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The 5-P‘s

En
of
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br
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up
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oo
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in

 Performance
Jo  Preparation
 Prevents
 Prior

 Poor
 Jo
From effective conversation to speech

in
ou
rF
ac
eb
oo
 Overcoming Fear

k
G
ro
 #1 fear

up
Li
br
 Idea of speech

ar
y
of
 Know your subject

En
gl
 Know the audience

is
h
Li
 Target their interest

te
ra
tu
 Organising the speech

re
an
d
 Tell them…

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Developing Your Presentation

rF
ac
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 What is your goal?

oo
k
G
 Research your topic

ro
up
Li
 Develop an outline

br
ar
y
 Create or locate learning aids

of
En
gl
is
h
Li
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AIDA

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ac
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POWERFUL opener

oo
ttention

k
G
ro
up
Li
br
CLEAR connector

ar
y
of
nterest

En
gl
is
h
Li
te
MAIN BODY

ra
tu
esire

re
an
d
Li
ng
ui
st
POWERFUL close

ic
s
ction

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Developing Your Presentation

in
ou
Making the Presentation Interesting

rF
ac
eb
oo
 Informative

k
G
ro
up
 Fun

Li
br
ar
 Variety

y
of
En
 Energy

gl
is
h
 Audience Interaction

Li
te
ra
tu
re
an
d
Li
ng
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in
ou
Practicing Your Presentation

rF
ac
eb
 Simulate the

oo
k
G
presentation setting

ro
up
Practice aloud

Li


br
ar
 Practice standing up

y
of
En
 Time your

gl
is
h
presentation

Li
te
ra
 Memorize your

tu
re
an
opening few sentences

d
Li
ng
 Watch yourself in a

ui
st
ic
mirror

s
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Presenting

in
ou
rF
ac
eb
oo
 Stage fright

k
G
ro
 Feelings follow action

up
Li
br
 Talk ‘to’, not ‘at’

ar
y
of
 Eye contact

En
gl
is
 Don’t judge your audience

h
Li
te
 Pause

ra
tu
re
 Volume

an
d
Li
 Pace

ng
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in
PRESENTATION ETHICS

ou
rF
ac
eb
oo
k
G
ro
up
Li
 NEVER ARGUE

br
ar
y
 NEVER UNDERESTIMATE

of
En
 KEEP TIME LIMIT

gl
is
h
 SMILE PLEASE

Li
te
ra
 NEVER SHOW YOUR BACK TO THE AUDIENCE

tu
re
an
 STOP SPEAKING BEFORE AUDIENCE FINISHED

d
Li
LISTNENING

ng
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