This is the main presentations used, in a one-day seminar on Communication and Interpersonal Skills for the Executives of the MI Plant, NFCL, Nacharam, Hyderabad.
2. W. A. T. C. H. W = WORDS A = ACTIONS T = THOUGHTS C = CHARACTER H = HEAD & HEART
3. One Day Seminar on Communication & Interpersonal Skills Presentation For Nagarjuna Fertilizers & Chemicals Ltd. Hyderabad Prof. V. Viswanadham WELCOME TO THE HEAD, HEART & HANDS OF NAGARJUNA
4. COMMUNICATION Importance, Basic Principles, Process, Types, Channels, etc. [ in the organizational context ] Compiled and presented by: Prof. V. Viswanadham
6. Need for Communication • Very strong in Human beings • Considered as a basic need, as in the case of eating, sleeping, etc. • Established as both a social & individual need
7. Intended message is frequently mis-communicated, misunderstood, mis-quoted or even missed altogether because of ineffective interpersonal communication skills.
8. Communication helps : people reach some understanding of each other, learn to like each other, influence one another, build trust, and learn more about themselves and how people perceive them.
9. People who communicate effectively know how to interact with others flexibly, skillfully, and responsibly, but without sacrificing their own needs and integrity.
10. Communication plays a very significant part in human life. In today’s team-oriented workplace , the development of effective communication skills and good interpersonal communication skills constitute important keys to success. To build the competence and commitment of employees, a manager has to … … … ?
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14. What needs to be communicated Information/data + Attitudes Values Moods Emotions
15. Communication is a two-way process of giving and receiving information through one or more number of channels.
20. COMMUNICATION PROCESS SOURCE ENCODING MESSAGE DECODING RECEIVER FEEDBACK Ideas, Info, Intentions and Purpose Necessity of using words, symbols or forms in a precise manner Its final shape and form depends on the channel selected and the speed Interpreting message in terms of background experience and expectation Understood and acted in the light of it
21. To act as a speaker, writer, listener or reader, the learner must be able to act out a sequence of skilled actions. To speak , the learner must be able to : Plan and organize a message (cognitive skills); Formulate a linguistic utterance (linguistic skills); Articulate the utterance (phonetic skills); To write , the learner must be able to : Organize and formulate the message (cognitive and linguistic skills); Hand-write or type the text (manual skills) COMMUNICATIVE LANGUAGE PROCESSES
22. To listen , the learner must be able to : Perceive the utterance (auditory phonetic skills); Identify the linguistic message (linguistic skills); Understand the message (semantic skills); Interpret the message (cognitive skills); To read , the reader must be able to : Perceive the written text (visual skills); Recognize the script (orthographic skills); Identify the message (cognitive skills). Understand the message (semantic skills); Interpret the message (cognitive skills).
26. Formal Communication Workers H E A D Managers Managers Workers Workers Efforts at coordination Information Instructions and directives Workers
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28. CHANNELS OF COMMUNICATION Face to Face Interactive TV - high speed connections (two way) Video-Voice / Data Channel (one way) Telephone E-mail Personal written correspondence Formal written message Public speaking Data Reports Broadcast e- mails / reports
29. CHANNELS OF COMMUNICATION VOCAL NON-VOCAL VERBAL SPOKEN WORDS WRITTEN WORDS NON-VERBAL SIGH FACIAL EXPRESSION GRUNT POSTURE / GESTURE INFLECTION SPATIAL RELATIONSHIP
30. Whether one is speaking informally to a colleague, addressing formally a conference or meeting, writing a newsletter article or Preparing a formal report, the following 11 basic principles apply:
36. Communication is complex. When listening to, or reading someone else's message, we often F I L T E R what's being said through a screen of our own opinions. One of the major barriers to communication is our own ideas and opinions. What are Communication Misconceptions ?
37. What are Communication Misconceptions ? WORDS HAVE MEANING, BUT MEANINGS ARE NOT IN WORDS. Your perception about the world is not the same as mine. Our experiences may give different colors and hues, life and meanings to words. And because your perception determines the meanings you attribute to words, in communication, the message SENT is not necessarily the message RECEIVED. And for your listeners, real communication is the communication they received.
38. What are Communication Misconceptions ? WORDS HAVE MEANING, BUT MEANINGS ARE NOT IN WORDS. Your perception about the world is not the same as mine. Our experiences may give different colors and hues, life and meanings to words. And because your perception determines the meanings you attribute to words, in communication, the message SENT is not necessarily the message RECEIVED. And for your listeners, real communication is the communication they received.
39. MORE COMMUNICATION IS NOT ALWAYS BETTER. Too much talking is, many a time, counter-productive. How much talking ? The decision is contextual. Study the audience . Let not the audience got bored, irritated, and come to the conclusion that – the speaker does not know how to manage his time, the content of his message, and himself. Sometimes, it is much better to stop talking. What are Communication Misconceptions ?
40. NO SINGLE PERSON OR EVENT CAUSES ANOTHER REACTION. Earlier events, their impact and intensity, earlier experience, may be with other persons, and of course, earlier experience, with the same person – all combined together is likely to cause the REACTION What are Communication Misconceptions ?
41. What are Communication Misconceptions ? COMMUNICATION CAN SOLVE ALL PROBLEMS. Communication, no doubt helps in solving problems. However, it is best to bear in mind that communication will not solve all problems. Problems of people are not only caused by miscommunication.
42. Communication is Transactional Each person is both sending and receiving simultaneously. Parties communicating have an impact on each other
43. Communication is a Process Changes in events and relationships are part of a continuous flow. Every communication experience is the result of the accumulation of experiences preceding the present one. Every new experience affects the future ones.
44. 1. You have the right to be treated with respect. 1. You have the responsiblity to treat others with respect. Communication Rights and Responsibilities
45. 2. You have the right to have and express your own opinions 2. You have the responsibility to listen to the opinions of others. Communication Rights and Responsibilities
46. 3. You have the right to ask for what you need and want in order to be effective 3. You have the responsibility to acknowledge and address the needs of others. Communication Rights and Responsibilities
47. Workplace Communications 5 types of communication relationships: Collaborative, Negotiative, Competitive, Conflictive and Non-recognition.
48. Non-Verbal Communication: People send messages to each other without talking. They communicate through facial expressions, head positions, arm and hand movements, body posture, positioning of legs & feet, and the way people use “space”
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51. 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 LISTENING head tilted lots of eye contact nodding high blink rate EVALUATING sucks glasses/ pencil strokes chin looks up and right legs crossed in 4 pos. (ankle on knee) ATTENTIVE (standing) arms behind back smile open feet FUGITIVE BORED staring into space slumped posture doodling foot tapping LET ME GO feet towards door looking around buttoning jacket REJECTION sitting/moving back arms folded legs crossed 11 pos (thigh on knee) head down frown DEFENSIVE (standing) feet pointing in hands clenched 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
52. Being aware of non-verbal communication, one can interpret the signals of others, or send signals to others. Awareness of non-verbal communication helps people: • Project an image of confidence and knowledge. • Demonstrate power or influence • Express sincerity, interest and cooperativeness. • Create trust. • Recognize personal tension in self and others. • Identify discrepancies between what people are saying and what they are actually thinking. • Change behavior and environment to encourage productive discussion.
53. Intrapersonal Communication: When people talk to themselves, communication takes place within the brain. Individual reflection, contemplation, meditation are examples of Intrapersonal Communication. It embraces their thoughts, experiences and perceptions during a communication event. Behavior responses on all other levels of communication essentially begin on intrapersonal level.
54. Interpersonal Communication: This type of communication can occur in both a one-on-one and a group setting. This also means being able to handle different people in different situations and making people feel at ease. Gestures such as eye contact, body movement, and hand gestures are also part of interpersonal communication.
55. Interpersonal Communication: … contd. The most common functions of interpersonal communication are listening, talking and conflict resolution. Types of interpersonal communication vary from verbal to non-verbal and from situation to situation.
57. Communication Styles Every time a manager speaks, s/he chooses and uses one of four basic communication styles: Passive Aggressive, Passive-aggressive and Assertive.
58. 1.Passive Style : Passive communication is based on compliance and hopes to avoid confrontation at all costs. In this mode, people do not talk much, question even less, and actually do very little. They usually have a low sense of self-esteem, and have a difficult time recognizing their own needs and knowing how to meet them more appropriately. They internalize discomfort rather than risk, upsetting others. This style tends to result in a lose-win situation, and results in feelings of victimization, resentment, and a loss of a sense of control.
59. 2. Aggressive Style : Aggressive communication always involves manipulation. Managers adopting the aggressive style create a win-lose situation. They use intimidation and control to get their needs met, and they are disrespectful and hurtful to others in communications. They have the underlying beliefs that power and control are the only way to get needs met. They operate from a real sense of inadequacy and may have a lack of empathy for others.
60. 3. Passive-aggressive Style : A combination of styles, passive-aggressive avoids direct confrontation (passive), but attempts to get even through manipulation (aggressive). The passive-aggressive people incorporate elements of both the styles. They try to use procrastination, forgetfulness, and intentional inefficiency rather than being direct aggressive in their communications with others. This style of communication often leads to office politics and rumour-mongering.
61. 4. Assertive Style : The most effective and healthiest form of communication is the assertive style. It’s how people naturally express themselves when their self-esteem is intact, giving them the confidence to communicate without games and manipulation. The assertive people are direct with the goal of creating a win-win situation. They operate from the belief that each person is responsible for solving his or her own problems, and neither party in communication has to justify themselves to each other. They take responsibility for their own decisions and actions.
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66. Understanding the four basic types of communication will help managers learn how to react most effectively when confronted with a difficult person. They always have a choice as to which communication style to use. If they are serious about taking control of their life, they should practice being more assertive. It will help them diffuse anger, reduce guilt and build relationships - both personally and professionally.
67. STRATEGIES FOR DEVELOPING ASSERTIVE COMMUNICATION • Watch your body posture – practice using an open, assertive body language and voice. • Think before you speak. Take a few seconds to make sure you are conveying the right message, and in the way you want to convey it. • Don’t apologize if it’s not warranted. • Remember it is ok to say “no”. • Remember everyone is entitled to an opinion, and don’t try to convince others beyond a limit.
68. 3. Reading: Good reading habits and strategies help managers handle their tasks more efficiently. six reading strategies for optimal results: • Knowing what is needed to be known, and reading appropriately • Knowing how deeply to read the document: skimming, scanning or studying • Using active reading techniques to pick out key points and keeping the mind focused on the material • Using the table of contents for reading magazines and newspapers, and clipping useful articles • Understanding how to extract information from different article types • Creating a table of contents for reviewing material
70. Barriers to communication INITIATION OF MESSAGE Different personalities of sender and receiver Different perceptions of sender and receiver Receiver evaluates credibility of sender Words have different meaning Receiver hears what he wants to hear Code not understood Noise Distorted message
71. Common Roadblocks to Communication Communication roadblocks are an inevitable aspect of every workplace. These roadblocks distort the normal flow of communication. Managers should realize the importance of understanding the interpersonal communication process at the workplace, focusing on:
80. Effective Listening Behaviors that support effective listening • Maintaining relaxed body posture • Leaning slightly forward if sitting • Facing person squarely at eye level • Maintaining an open posture • Maintaining appropriate distance • Offering simple acknowledgements • Reflecting meaning (paraphrase) • Reflecting emotions • Using eye contact • Providing non-distracting environment
81. Effective Listening Behaviors that hinder effective listening • Acting distracted • Telling your own story without acknowledging theirs first • No response • Invalidating response, put downs • Interrupting • Criticizing • Judging • Diagnosing • Giving advice/solutions • Changing the subject • Reassuring without acknowledgment
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88. 2. Body Language – Reading the Body Language Non-verbal communication, i.e. body language, has been a means of interpersonal communication and was used long before language appeared. In a message , words are effective carriers of factual information. The content of the conversation can be important. But when emotions are engaged they should receive primary attention and they are mostly conveyed by non-verbal elements. Understanding the body language is one of the most important skills for effective communication. In order to do it:
89. Focus attention on the important clues: Facial expression – especially eyes Vocal expression Tone of the voice gives information about speaker’s feelings, anger, boredom, depression, enthusiasm or disbelief Posture and gestures – movements of the head, legs, and hands reveal the levels of self-esteem and inner energy Clothing and environment style give clues about personal characteristics Body Language – Reading the Body Language
90. Note discrepancies When there is a discrepancy between words and body language, both messages are important. Search for the meanings – the contradictions Be aware of own feelings and bodily reactions Non-verbal communications can by-pass the conscious mind and trigger responses. By becoming aware of what one’s body is experiencing one becomes more sensitive to what other people are feeling. Body Language – Reading the Body Language
91. Reflect the feelings back to the sender Read non-verbal signs in the context . Sometimes, body language is very clear and unambiguous, but at other times it can be difficult to decipher. But mastering the art and science of decoding the non-verbal signs can improve communication dramatically and overcome many obstacles. Body Language – Reading the Body Language
92. 3. Speaking When sending a message as speakers, people should: • Know what they mean and express it clearly, with respect and sensitivity. • Check or build the common understanding of the words they use, because words can have different meanings for different people, especially if coming from different cultures and educational backgrounds • Use de-escalatory language, resist the temptation to make personal attacks and accuse, by replacing accusatory “you” statements with less provocative “I” statements. Body Language – Reading the Body Language
93. 4. Skill Training Skill-building training can improve communication abilities. Reading Books and/or attending training programmes, will surely improve your understanding and knowledge of the main concepts. Higher levels of communication effectiveness can be reached only through intensive and well-designed training programs. More importantly, continuous and committed practice on the part of the individual is particularly necessary for skill development.
97. Arena Blind Spot Facade Unknown Known to self Unknown to self Feed Back Known to Others Unknown to Others E X P O S U R E Communication – Johari Window Model
112. WITH GRATEFUL THANKS to many authors, writers, teachers & good friends whose combined contribution inspired me in compiling this presentation
113. In case YOU liked this speech and presentation ~ for listening to more speeches and for viewing more presentations, Please Visit: Visit: http:// www.archive.org and Search for Prof. V. Viswanadham
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