30 August 2006

Effective Communication -Techniques

PRABAL MOUDGIL

Manager HRD & Admn.Dept. of Admn. & Personnel Mgt.Reserve Bank of India, Kolkata

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Session Objectives

The objectives of this session are to:provide a basic overview of verbal and non-verbal interpersonal communication processesidentify personal obstacles to effective interpersonal communicationdefine some strategies for improving individual and group communications

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Communication

Communication is defined as the interchange of thoughts or opinions through shared symbols; e.g. language, words, phrases

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Process of Communication

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Four facets of communication

Three are four facets in all types of communication:

SenderReceiverInformationBehavior

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Four facets of communication

In any communication:The Sender is the person trying to communicate a messageThe Receiver is the person at whom the message is directedA message is sent to convey informationInformation is meant to change behavior

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Missed communication

As Purchasing ordered it.

As the Art Dept. designed it.

As the Supervisor implemented it.

As the Manager Requested it.

As Marketing wrote it up.

What the Employee really wanted!

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Why we communicate

• We communicate to:• Share our ideas and opinions• Provide feedback to others• Get information from others• Gain power and influence• Develop social relationships• Maintain self-expression and our culture

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How we communicate

We communicate and build interpersonal relationships through:

Speech WritingListeningNon-verbal languageMusic, art, and crafts

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Choosing your mediumDepending upon the situation, one method of communication may be better than another.

In person: one-to-oneIn person: meetings, small groupsIn person: presentations, large groupsLetterMemoNoteEmailVoice mail

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Choosing your medium

To determine the best medium for your message determine:

What you as the sender need to achieveWhat the receiver needs to knowHow detailed, important, and or personal the information in the message isWhich behavior you want to influence and how

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Barriers to communication

What are barriers to communication that exist in any work setting?

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Barriers to communicationSome common barriers to interpersonal communication include:

Unclear process: The receiver and sender may not share the same language, slang, jargon, vocabulary, symbols

Chain of command: There may be too many layers that a message passes through between sender and receiver

Large size of an organization, geographic distance: Large numbers of receivers require good message sending methods

Personal limitations: Physical and mental disabilities, and differences in intelligence and education may interfere with mutual understanding

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Barriers to communication

Additional common barriers to interpersonal communication include:

Human nature: Peoples’ egos, prejudices, and traditions can get in the way

Conflicting feelings, goals, opinions: If people feel on opposite sides of an issue they may not share

Power: The idea that knowledge is power can lead to information hoarding

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Obstacles to sharing ideas

What can make sharing ideas difficult?

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Obstacles to sharing ideas…

Your own shynessFear of rejectionPeer pressureUnorganized thinkingOthers possibly becoming defensivePhysical disabilities (impaired sight, hearing, speech)

Having to deal with aggressive people

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Barriers to communication…

PerceptionsLanguageSemanticsPersonal InterestsEmotionsInflections

Environment – noisePreconceived notions/expectationsWordinessAttention spanPhysical hearing problemSpeed of thought

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Getting good information

Why is it necessary to get good information from others?

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Counting the “F”sFEATURE FILMS ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE CONTINUOUS EFFORTS AND THE EXPERIENCE OF YEARS.

How many? Are you sure? See next slide…

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Counting the “F”s

FEATURE FILMS ARE THE RESULT OFYEARS OF SCIENTIFIC STUDY COMBINED WITH THE CONTINUOUS EFFORTS AND THE EXPERIENCE OFYEARS.

Got it correct?

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Get good information to…

Find out facts and detailsGet directions or instructionsTry to understand another’s point of viewHelp someone solve a problemResolve a team conflict Solve work problems

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Public Speaking

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The power of listening

The philosopher Epictetus stressed the power of listening in this quote:

“Nature gave us one tongue and two ears so we could hear twice as much as we speak.”

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Listen activelyPrepare to listen by focusing on the speakerControl and eliminate distractions so that you can focus on the message. Don’t do anything else (writing, reading, email) but listenEstablish appropriate eye contact to show interest See listening as an opportunity to get information, share another’s views, and broaden your own knowledge

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Listen activelyCreate a need to listen by thinking about what you can learn from the speakerSet aside the time to listen so that you won’t feel rushed or become distracted by other responsibilitiesDon’t prejudge the message based on who is delivering it. Focus instead on the content of the message.Monitor the way you listen by asking yourself questions such as “Did I really pay attention or was I thinking about what I was going to say next”? “Was there information I missed because I allowed myself to become distracted”?

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Body languageNonverbal communication, known as “body language” sends strong positive and negative signals. This is how much it influences any message:

Words 8%Tone of voice 34%Non-verbal cues 58%Message 100%

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Body language includes…FaceFigureFocusTerritory Tone Time

Each of these is described in the following slides…

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Body language - faceFace includes:

Your expressionsYour smile or lack thereofTilt of the head; e.g., if your head is tilted to one side, it usually indicates you are interested in what someone is saying

What message are you sending if someone is presenting a new idea and you are frowning?

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Body language - figure

Figure includes:Your postureYour demeanor and gesturesYour clothes and accessories such as jewelry

What message are you sending if you are dressed casually at an important meeting?

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Body language - focusFocus is your eye contact with othersThe perception of eye contact differs by culture. For most Americans…

Staring makes other people uncomfortableLack of eye contact can make you appear weak or not trustworthyGlasses may interfere or enhance eye contact

What message are you sending if you are looking at other things and people in a room when someone is speaking to you?

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Body language - territoryTerritory focuses on how you use space. It is also called proxemics.The perception of territory differs by culture. Most Americans are comfortable with an individual space that is about an arm’s length in diameter. Most Indians are comfortable with shorter space.

What message are you sending if you keep moving closer to a person who is backing away from you?

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Body language - tone

Tone is a factor of your voicePitch is the highness or lowness of voiceVolume is how loud your voice isEmphasis is your inflection

What message are you sending if during a disagreement you start speaking very loudly?

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Body language - time

Time focuses on how you use time. It is also called chronemics.

Pace is how quickly you speakResponse is how quickly you movePunctuality is your timeliness

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Questions Please

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Thank You