22635864-communication-skills.ppt 1088KB Jun 23 2011 10:24:40 AM

COMMUNICATION SKILLS

AND ITS IMPORTANCE

FOR

SCRIBD

INTRODUCTION OF PRESENTER

 _{Science graduate}

 _{Post Graduation in Production and}

Operations Management

 _{MBA in Telecommunications}  _{Industrialist}

 _Businessman

COMMUNICATION

 MEDIA - TO MOVE SOMETHING, FROM ONE

PLACE TO THE OTHER

 _PHYSICAL

 _ROADS  _RAILWAYS  _AIRCRAFT

 _{LIFTS AND ESCALATORS}

 _{ELECTRONIC (WIRED & WIRELESS)}

 _TELEPHONE  _RADIO

COMMUNICATION

 PRINT

 _NEWSPAPERS

 _BOOKS

 _BROCHURES

 _AUTOMATION

 _{REMOTE CONTROLS}

 _{AUTO PILOT AND AUTO LANDING}

COMMUNICATION DEFINED

TRANSFER OF MESSAGE FROM ONE MIND (SENDER) TO OTHER MIND (RECEIPIENT) WILL BE SUCCESSFUL, IF FOLLOWING STAGES ARE PERFORMED WELL

 _SOURCE

 _{SELECT THE MESSAGE ACCORDING TO THE}

SITUATION AND THE AUDIENCE

 _{WORDING THE MESSAGE}  _{UTTERING THE WORDS}

 _TARGET

 _LISTENING

 _{UNDERSTANDING}

AIMS OF COMMUNICATION

 TO GET THE BEST RESULTS FROM

OUR COMMUNICATION, FOLLOWING FOUR AREAS ARE TO BE WATCHED

 _{WHAT WE MEAN TO SAY?}

 _{WHAT WE ACTUALLY SAY?}

 _{WHAT THE OTHER PERSON HEARS?}

 _{WHAT THE OTHER PERSON THINKS HE}

The Communication Cycle

Source

Source

Encoding

Encoding

Receiver

Receiver

Decoding

Decoding

Channel

Channel

Feedback

To be an effective communicator and to

get your point across without

misunderstanding and confusion, your

goal should be to lessen the frequency of

problems at each stage of this process,

with clear, concise, accurate,

TYPES OF COMMUNICATION

 _SOUNDS

 TALKING, MUSIC, COUGHING, WHISTLING, CRYING,

BARKING

 _{EXAMPLES : RADIO, TELEPHONE, TAPE-RECORDERS}  _SIGNS

 _{ALPHABETS, DRAWINGS, SIGN LANGUAGE}

 _{EXAMPLES : WRITING, PICTURES, SIGNAGE,}

ACTIONS,EXAMPLES : GESTURES

 _{COMBINATION OF TWO : TELEVISION, CINEMA, LIVE}

CONCERTS  _{OTHER SENSES}

 _{FEELING - BRAILLE, HOT, WARM, ROUGH}  _{SMELLING – FLOWER, GARBAGE}

TYPES OF COMMUNICATION

 VERBAL

 _{TALKING, CRYING, LAUGHING, SHOUTING}

 _{NON-VERBAL (BODY-LANGUAGE)}

 _{HAIR STYLING, DRESSING, ATTIRE}

 _{POSTURE, HAND MOVEMENTS}

 _{GESTURES, EYE-MOVEMENTS, SMILE,}

TYPES OF COMMUNICATION

 SPIRITUAL (HYPOTHETICAL)

 _{MOTHER CHILD COMMUNICATION AND}

LACTATION

 _{LAILA - MAJNOO COMMUNICATION}

 _PROPHECIES

 _DREAMS

SELLING PROCESS

THE CHANNEL GETS RICHER AS YOU SEE YOUR BUYER MORE INTERESTED

YOUR STEPS ARE AS FOLLOWS

 _{SEND A BROCHURE/CATALOGUE}  _{WRITE A LETTER OR E-MAIL}

 _{MAKE A PHONE CALL}

A BUYING PROCESS

THE CHANNEL GETS RICHER AS YOUR INTERST ENHANCES. IN A

PROCUREMENT PROCESS YOU GO THROUGH THE FOLLOWING STEPS

 _{READ BROCHURES/CATALOGUES}  _{WRITE A LETTER OR E-MAIL}

 _{MAKE A PHONE CALL}

Face-to-face Telephone E-mail Newsletters Oversimplified Zone Overloaded Zone Routine/ Clear Nonroutine/ Ambiguous Rich Lean Media Richness Situation

HOW TO BE MORE EFFECTIVE?

 DO HOMEWORK AND REHEARSE

 _{PRESENT IDEAS IN ORDERLY MANNER}

AND COMPREHENSIVELY

 _{LISTEN TO YOUR AUDIENCE}

 _{HAVE RIGHT VOICE MODULATION}  _{OPTIMUM VOLUME}

 _{VOCAL VARIETY}

Audience

Audience

Characteristics

Characteristics

•

• Self-esteemSelf-esteem •

• InoculatedInoculated Communicator

Communicator

Characteristics

Characteristics

•

• ExpertExpert •

• CredibilityCredibility •

• AttractiveAttractive MessageMessage_{ContentContent} •

• Present all sidesPresent all sides •

• Few argumentsFew arguments •

• Emotional appealsEmotional appeals •

• Inoculation effectInoculation effect

Communication Medium

Communication Medium

HOW TO BE MORE EFFECTIVE?

 BE STIMULATING

 _{BE CONCIOUS OF BIAS}  _{APPLY BODY LANGUAGE}

 _{HAVE A SMILE ON YOUR FACE}

 _{BE A MIRROR OF YOUR MESSAGE}  _{EMPHASISE ALL THE TIME}

 _{USE THE “KISS” METHOD}

Effective Communication



Enjoy yourself. The

audience will be on

Use of Visual Aids

 _{Overhead Transparencies, Slides, Flip}

Charts, Videos, Handouts and Props

 _{Multi-Media Presentation as being done}

now.

 _{Experiment with PROPs}

 _{Concave and Convex Mirrors}

 _{Dispersal of Light (Prism and Disc)}

 _{Magnets (Attraction of the Opposite Poles)}

Creativity

Creativity

Creativity

Use of Examples and Stories

 _{Examples from real life}



“Stitch in time saves nine”

 _{ABC & Co did not complete Book-Keeping}

on timely basis and that resulted into serious chaos

 _{Stories to establish your view-point}



“Unity is the best policy”

 _{Story of the dying man and his 3 sons and}

WHAT NOT TO DO?

 EXAGERRATION  FILTERING

 _{VAGUENESS AND GENERALITY}  _{EGOCENTRIC LANGUAGE}

 _{JAW-BREAKERS -LANGUAGE}

WHAT NOT TO DO?

 CONFUSING FACTS WITH OPINIONS  HANDS TO FACE GESTURES

 _{HANDS IN THE POCKET}

 _{OBJECTIONABLE POSTURES}

 _{AHs AND PAUSEs – UNWANTED}

MISCOMMUNICATION

 A FEW MISUNDERSTOOD WORDS MEAN

LIFE AND DEATH

 _{WORST AVIATION DISASTERS DUE TO}

MISCOMMUNICATION

 _{IN 1977 IN CANARY ISLANDS, TRAFFIC}

CONTROLLER GAVE DEPARTURE

MISCOMMUNICATION

 BOTH WERE SPEAKING ENGLISH AND

THE AIR-TRAFFIC CONTROLLER GAVE THE RIGHT MESSAGE. BUT THE PILOT MISUNDERSTOOD. RESULT –

DEATH

 _{SIMPLE MISUNDERSTANDINGS,}

ALTHOUGH THE INTENTIONS ARE

Chinese

Whisper

MESSAGE PASSED FROM PERSON TO PERSON BY WHISPERING.

THE MESSAGE CHANGES

ORIGINAL MESSAGE

 A KING WEARING A RED TURBAN AND

A WHITE ROBE ORDERED HIS

GENERAL TO ADVISE HIS SOLDIERS TO CLOSE THE BORDERS FOR A

Receiver Receiver Decode Decode message message Encode Encode feedback feedback Form Form feedback feedback Sender Sender Form Form message message Encode Encode message message Decode Decode feedback feedback Transmit Transmit Message Message Transmit Transmit Feedback Feedback Receive Receive encoded encoded message message Receive Receive feedback feedback Noise

Communication is integral for any

relationship, be it at home, with friends,

or at work. Research has shown

consistently that a deficiency in this skill

can absolutely ruin relationships. The

foundation of solid interpersonal skills is

not just making yourself be heard but

BE A GOOD LISTENER

 COMMUNICATION IS NEVER A ONE WAY

PROCESS

 _{WHEN OTHER PERSON IS TALKING, SHUT-UP}

 _{PAY TOTAL AND UNDIVIDED ATTENTION}

WHEN LISTENING

 _{WATCH YOUR BODY LANGUAGE}

 _{LISTEN FOR SIGNALS}

 _{DO NOT GET EMOTIONALLY INVOLVED}

Active Listening Process and

Strategies

ACTIVE ACTIVE LISTENING LISTENING SENSING SENSING •

•Postpone evaluationPostpone evaluation •

• Avoid interruptionsAvoid interruptions •

• Maintain interestMaintain interest

EVALUATING

EVALUATING

•

• EmpathizeEmpathize •

• Organize informationOrganize information

RESPONDING

RESPONDING

•

• Show interestShow interest •

COMMUNICATION WAVELENGTHS

 LEVEL 5 : CLICHÉ CONVERSATION

 _{HOW ARE YOU? NICE DAY! ETC.}

 _{LEVEL 4 : SMALL TALK}

 _{WEATHER, TV, CURRENTS AFFAIRS}

 _{LEVEL 3 : FACTS & OPINIONS}

 _{EXCHANGE OF IDEAS AND FACTS}

 _{LEVEL 2 : EMOTIONS AND FEELINGS}

 _{FRIENDS, FAMILY, PAINS, PLEASURES}

 _{LEVEL 1 : PEAK COMMUNICATION}

IMPORTANCE

 SUCCESSFUL BUSINESSMAN - LEE

IACOCCA

 _{GREAT RESEARCHES}

 _HAKIMS

viz a viz

_ALLOPATHY

 POLITICAL LEADERS  REVOLUTIONARIES

COMMUNICATION REVOLUTION

 REVOLUTIONARY CHANGES

 _{E-MAIL, VIDEO COMMUNICATION}  _{ELECTRONIC CONFERENCING}

 _{DOCUMENT CONFERENCING}

 _{A person will not be respected for his}

CONCLUSION

YOU NEED TO BE A BETTER COMMUNICATOR TO

 _{BE POPULAR AT HOME AND AT YOUR}

INSTITUTION.

 _{TO BE EFFECTIVE IN SELLING AND}

COMMUNICATING YOUR IDEAS TO OTHERS

 _{TO IMPROVE YOUR PERSONALITY}

 _{TO BE MORE PRODUCTIVE}

 _{TO PROGRESS IN LIFE}

 _{TO INFLUENCE PEOPLE}

Reading Test

I cdnuolt blveiee taht I cluod aulaclty uesdnatnrd waht I was rdgnieg

---THE PAOMNNEHAL PWEOR OF ---THE HMUAN MNID

Aoccdrnig to a rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer in waht oredr the ltteers in a wrod are, the olny iprmoatnt tihng is taht the frist and lsat ltteer be in the rghit pclae. The rset can be a taotl mses and you can sitll raed it wouthit porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe.

Communication Skills

Successful Career

 _{In a recent survey of recruiters from}

companies with more than 50,000 employees, communication skills were cited as the single more

Communication Skills for

Successful Career

 _{. The survey, conducted by the}

University of Pittsburgh’s Katz Business School, points out that communication skills, including

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