communicating effectively- course contents presentation
TRANSCRIPT
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Communication Skills at Work
Coverage
Communication:
1) Defining
2) Communicating Effectively
3) Types
4) Process
5) Barriers
6) Overcoming Barriers
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Lets define Communication
Communication defined in the
Webster's Dictionary -
"Sending, giving, or
exchanging information and
ideas," which is oftenexpressed verbally and non-
verbally.
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Communicating effectively.
Is one of the most important life skill. Needs to follow a process. Seek First to Understand, Then to be
Understood. Requires that channels of feedback are
kept open. Involves Listening as one of the most
critical part of Communication
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Communicating effectively.
To get your message across to others
clearly and unambiguously.
Transferring information from one sideto the other, that leads to some outcome/
changed behaviour or changed practice
For both the sender and the receiver to
understand the information
communicated in the same essence
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Types of communication.communication
verbal Non-verbal
Formal Informal Kinesic
Downward
Upward
Lateral
Diagonal
Grapevine
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Verbal Communication
Act of saying what's on your mind
with words.
Words can hurt or they can healBecome aware of what words you
choose to use when
communicating with others aswell as to yourself.
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Non-Verbal Communication
Act of saying what's on your mind withoutspeaking words. (Louder than words)
Body language
Tone of your voice Appearance
A man stands inside a closed glass phone booth.You cannot hear a word he says, but you see his
postures, gestures, and facial expressions.
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PROCESS OF
COMMUNICATION
(MISCOMMUNICATION)
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Factors affecting Communication
Context
Sender
Encoder Message Medium Receiver Decoder Feedback
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Source.12
The sender is an individual, group, ororganization who initiates the communication.
The source is initially responsible for thesuccess of the message.
The sender's experiences, attitudes, knowledge,skill, perceptions, and culture influences themessage.
"The written words, spoken words, andnonverbal language selected are paramount inensuring the receiver interprets the message asintended by the sender
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Senders Responsibility
What are you Communicating ?
Why ?
Accuracy ?
Usefulness ?
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Encoding..14
Translating information/message to be
sent, into a form that appropriately
represents ideas or concepts to be
communicated.
The symbols can take numerous forms
such as languages, words, or gestures,
to encode ideas into messages thatothers can understand.
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Channel...
Verbal - face-to-face meetings
Telephone and Video-conferencing
Written - letters, emails, memosand reports.
Choosing the right channel
To give a long list of directions?? (which
channel)
Criticize someone strongly??
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Choice of Channel
Need for record
Direction of the information flow
Number of people to be reachedConfidentiality
Nature of the information
length, complexity, speed oftransfer
Cost of the medium
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Decoding...
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To understand the message, stimulus issent to the brain for interpreting, in orderto assign some type of meaning to it.
It is this processing stage that constitutesdecoding.
The receiver translates the message to
their own set of experiences. Taking note of errors/ Lack of information/
knowledge
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Receiver..18
The receiver is the individual or individuals to
whom the message is directed.
The extent to which the message is
comprehended will depend on number offactors:
o How much the individual or individuals
know about the topic
o Their receptivity to the message
o The relationship and trust that exists
between sender and receiver.
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o All interpretations by the receiver are
influenced by their experiences,
attitudes, knowledge, skills, perceptions,
and culture.
o It is similar to the sender's relationshipwith encoding
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Feedback.20
Key component in the communication
process
Allows the sender to evaluate theeffectiveness of the message.
Provides an opportunity for the
sender to take corrective action toclarify a misunderstood message.
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Context...
Context is the environmental
& cultural aspects of the
situation in which yourmessage is delivered.
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It has been proven, that individuals
who understand the communication
process will blossom into moreeffective communicators, and
effective communicators have a
greater opportunity for becomingsuccessful.
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BARRIERS TO
COMMUNICATION
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Communication Myths
The best communication is a one-way messagefrom me to you.
The message I communicate is the
message that you receive. There is no such thing as too much
information.
Communicating is easy, after all it issomething we've done all our lives.
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Do you know..
60% of Miscommunication
happens because of theCommunicator
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What is a Barrier?
Any difficulty which partly or fully
prevents any activity to reach its
objective is called a barrier.
Any condition that makes it difficult to
make progress or to achieve an objective;
"intolerance is a barrier to
understanding"
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Communication Barriers
Anything that interferes with any
of the elements in the
communication process is a barrierto communication.
Communication can be broken,
when the senders intended messageis unclear, or the receiver perceives
it differently than the sender
intended
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Communication Barriers
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7 Barriers to Effective Communication
1) Physical
2) Perceptual
3) Emotional /Psychological4) Cultural
5) Language
6) Gender
7) Inter- Personal
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Physical Barrier
Types
Environmental Disturbances
o Noise-Traffic nuisances, loud speakers, cell phones
o Distance /Non-availability of proper machines orpresence of defective machines.
o Climate
Personal Health
o Poor Hearing/Listeningo Poor verbal skills due to speech defects like
stammering etc.
Choosing inappropriate /Wrong channels or medium
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Perceptual Barrier
What is Perception?
Perception is our sensory experience of
the world around us, and involves both
the recognition of environmental stimuli
and actions in response to these stimuli.
It allows us to act within our
environment.
Perception includes the five senses; touch,
sight, taste smell and taste.
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Perceptions vary from person to person
Different people perceive different things
about the same situation. We assign different meanings to what we
perceive.
Change in perspective changes themeaning. We change them to what weprefer them to be !!
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Perceptual bias is the lens we
automatically filter all of our
experiences through.
It makes some things seem more
noteworthy than others.
It guides our reactions and thoughts
about what we experience, see, or feel
Given precisely the same data, people
see, interpret, or respond to them
differently.
Perceptual Biases
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Emotional /Psychological Barrier Psychological barriers include emotional
or attitudinal impediments, such as
fear, mistrust, suspicion, or feelings of
vulnerability
Emotional barriers may inhibit the
ability of the sender & the receiver, to
communicate effectively.
The emotional state, influences the
capacity to understand and to be
understood.
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Cultural Barrier Effective communication with audience of
different cultures is challenging.
The cultures provides the people with the way
of seeing things, thinking, hearing andinterpreting the world, so the same words
could have different meanings to people from
different culture.
If the language is different, the process of
translation leads to a greater potential
misunderstanding
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Types
According to Stella Ting-Toomey, a
communication specialist, there are 3 types
of Cultural Barriers:-
1) Cognitive Constraints
Cognitive constraints are created by the
way people's minds give meaning to the
world around them, based on theknowledge and perceptions they have
obtained. These differ from culture to
culture.
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2) Behavior Constraints
Behavior constraints are the ways people
behave from different cultures. This can be
as simple as eye contact or the distance tobe maintained while communicating.
3) Emotional Constraints
Emotional Constraint are the rules laiddown by each culture that determine the
emotional levels of its people under various
situations. Different cultures regulate the
display of emotion differently.
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Gender BarrierReasons
Difference between male and female
communication patterns. Lack of understanding on how to
compliment the strengths and styles
of both the genders, to bring the bestto the table.
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Men
Honest, Direct, report type.
Reason/Logic/Problem Solving
Power/ Rank/Status Compete/Winning
Call attention to their accomplishments
View conversation as a means to exchange information
Discuss topics like events, sports, news, and facts.
Get straight to work on a task
Tend to dominate discussions during meeting
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Inter- Personal Barrier
"Why are people so difficult tocommunicate with?"
..BecauseWe are all Different -People with different personalities,emotions, priorities, and feelings.
How effectively we are able to communicatewith these differences at our work, with our
friends, and in our family??
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Types of IP Barriers
1 ) Emotional- Feelings and emotions are
powerful influences on our decision making
and the strongest and most difficult to break
through.2) Desire to Participate -The lack of desire
to participate in the communication process
from both or one communicator.
3) Desire to Explore -Unwillingness to
explore different ideas & opinions.
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OvercomingCommunication Barriers
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Sender
Message
oClarity-Include the necessary
information to make your message
understood
o Ensure its not lengthy,
disorganized, have errors.
oUse crisp & simple language.oMake it visually appealing
oOwn your message, by using
terms such as 'I' and 'my
Maintain right Eye Contact
Repeat- if required
Avoid Jumping to Conclusions
Feedback - Ask questions, be
precise and to the point
Receiver
Listen carefully / attentively
Have trust in the speaker
Dont create interruptions &
distractions
Avoid jumping to conclusions
Concentrate on the message
Ask for Clarifications, wherever
required
ListenListen---Listen
Listen forBody Language
Make Notes if required
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Overcoming the Barriers
Have clarity on the purpose of the
message
Stay Focused Watch your Non-Verbal Communication
Use right Voice/ Tone
Use multiple channels based on themessage needs
Tailor the message
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Refer to your listener by name.
If some action is required from the audience-
during/after listening, inform them clearly
about the same Control your emotions- Extreme emotions
are likely to hinder effective communication
Dont play the Blame Game
Respond to criticism with empathy
Try to see others point of view Think Win-
Win
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The Power of Listening
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Why Listen??
Research has found that by listeningeffectively, YOU:
Get more information
Increase others' trust in you
Reduce conflict
Understand how to motivate others
Inspire a higher level ofcommitment
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Effective Listening
Effective listening is:
Actively absorbing the information givenby the speaker
Showing that you are listening andinterested
Providing feedback to the speaker, so thathe/she knows the message was received.
Show speaker that the message is heardand understood.
B i Li i
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1. Knowing the Answer
You already know what the speaker wants to
say, before she actually finishes saying it.
You listen to yourself as you prepare in yourmind what you are going to say, the
questions you are going to ask, etc.
Overcoming the Barrier
Wait for three seconds after the speaker
finishes, before beginning your reply.
Barriers to Listening
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2. Messiah Complex You step in and heroically offer your solution
You imply that you are more capable of seeing
the solution than the speaker.
Overcoming the Barrier
o
If you believe you have valuable advice, thenfirst politely ask, if you may offer, what you
seem as a possible solution.
o Wait for the speaker to clearly invite you to
go ahead before you offer your advice.
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3. Treating discussion as competition Some people feel that agreeing with the speaker
during a heated discussion is a sign ofweakness.
Treating discussion as competition is one of themost serious barriers to good listening
Overcoming the BarrierTry to voice active agreement, whenever youagree, and be very specific with what youdisagree.
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Become an effective Listener
Face the speaker- Sit up straight / lean forward
slightly to show your attentiveness through body
language.
Maintain eye contact
Minimize external distractions- Turn off the TV. keep
other work on side.
Respond appropriately to show that you understand.
o
Huh ,hmm, nod, raise your eyebrows.o Say words such as Really, Interesting,
o What did you do then?
o What did she say?
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Focus solely on what the speaker issaying & try not to think about whatyou are going to say next.
Minimize internal distractions- If yourown thoughts keep horning in, simplylet them go and continuously re-focus
your attention on the speaker. Keep an open mind- Wait until the
speaker is finished before deciding thatyou disagree.
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Dont start advising the speaker on how
you handled a similar situationHe/she
maybe just needs to talk it out.
Even if the speaker is complaining aboutyou, wait until he/she has finished,
before defending yourself.
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Active Listening Skills
MirroringRepeating exactly some of the
speakers key words
ParaphrasingUsing your own words to
restate the speakers feelings or meaning
Summing- "What I'm hearing is." and
"Sounds like you are saying." are great ways
to reflect back.
Summarizingcondensing and stressing
the speakers important points
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Open-Ended Questions
To begin a discussionWhat do youthink about
To understand the speakers ideas
Can you tell me To examine a touchy subjectHow do
you feel about
To avoid influencing an answerTellme more about
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Specific Questions
To get specific details:
Who?
What ?
Where ?
When ?
Why ?
Which ?
How many ?
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Keeping the Speaker Speaking
I understand.
Tell me more.
Lets talk about it. I see.
This seems very important to you...
Id like to hear your point of view... Really ?
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Non-Verbal Communication
Facial expression
Eyes
Posture
Gestures
Body movement