COMMUNICATION SKILLSCOMMUNICATION SKILLSDr.R.PRAKASHDr.R.PRAKASH

Kerala Agricultural UniversityKerala Agricultural University

COMMUNICATION SKILLSCOMMUNICATION SKILLSDr.R.PRAKASHDr.R.PRAKASH

Kerala Agricultural UniversityKerala Agricultural University•

DO You Know?DO You Know?DO You Know?DO You Know?

TAGLINETAGLINE

““SATYAM SIVAM SUNDARAM”SATYAM SIVAM SUNDARAM”

• WITH OUR GLOBAL COVERAGE NEWS KNOWS NO BOUNDARIES• BBC WORLD• GROWTH IS LIFE• RELIANCE• EXPRESS YOURSELVES• AIRTEL• ALL THE NEWS THAT IS FIT TO PRINT• THE NEWYORK TIMES• BECAUSE YOU DESERVE TO KNOW• THE HINDU• THE WORLD IS CLOSER THAN YOU THINK• THE BRITISH AIRWAYS• PROFIT FROM IT• C.N.B.C TV

• Cook food and serve love• Bharath gas• Be ready• Scouts and guides• The complete man• Raymonds• A million strong organisation and not one a stranger• Indian army• Live your dream• Samsung

Communication Defined:

“Communication is any form of human expression – written, verbal, or even body language.” (Davis,1994)

“Communication is the transference and understanding of meaning.” (Robbins, 1980)

“A process by which messages of meaning are shared by senders and receivers. Communication takes place at

multiple levels: interpersonally, in groups and via mass media .” (text p. 213)

The Communication Process

• Communications: managing the customer relationship over time

• Notes:– Communications flow in both directions

– The fields of experience need to overlap to ensure that meanings attached to the symbols used to communicate are similar

Figure 15.2– Senders need to

know and understand who they want to reach

– Need feedback channels to be able to assess effectiveness of the message sent

““The first step in good The first step in good communication is to stop communication is to stop

assuming that the other person assuming that the other person understands what you are understands what you are

saying, because you saying, because you understand.”understand.”

Bryson, 1991

Points to remember about communication

Some of the most effective communication efforts are also the simplest

Body language is a powerful form of communication

The absence of communication can be a form of communication

Know your audience before you communicate a message

Points to remember about communication (continued)

People tend to accept facts, information and opinions from those whom they have confidence in and in whom they trust

Timing is an essential component of effective communication

Feedback is vital to good communication

“At least 80% of a manager’s waking hours

are spent in verbal communication.”

(Whetten & Cameron: 1991)

•45% of a person’s day is spent listening

•30% of a person’s day is spent talking

• 16% of a person’s day is spent reading• 9% of a person’s day is spent writing

Communication is all about

establishing good

relationships!

“…the presence of good interpersonal relationships between managers and

subordinates was three times more powerful in predicting profitability in 40

major corporations over a five year period than the four next most powerful

variables—market share, capital intensity, firm size, and sales growth

rate– combined!!

(Whetten & Cameron: 251)

Communicating Effectively

• Be aware• Be congruent• Value straight talk• Be personal• Listen for what is not being said• Be an active listener• Be a sensitive listener

A Perceptual Model of A Perceptual Model of CommunicationCommunication

NoiseSender

Receiverdecodes

Receivercreates

meaning

Transmittedon medium

MessageEncoding

EncodingMessageTransmittedon medium

Sourcedecodes

Sources of Distortion in Upward Sources of Distortion in Upward CommunicationCommunication

Situational AntecedentsSituational AntecedentsPatterns of Distortion in Patterns of Distortion in Upward CommunicationUpward Communication

1. Supervisor’s upward influence

LowLow High Increased distortion because employees send more favorable information and withhold useful information.

LowLow High2. Supervisor’s

powerIncreased distortion because employees screen out information detrimental to their welfare.

LowLow High3. Subordinate’s

aspiration for upward mobility

Less accuracy because employees tend to pass along information that helps their cause.

Low HighHigh4. Subordinate’s trust

in the supervisorConsiderable distortion because employees do not pass up all information they receive.

Communication StylesCommunication Styles

AssertiveAssertive Pushing hard without attacking; permits others to influence outcome; expressive and self-enhancing without intruding on others.

Good eye contact; Comfortable but firm posture; Strong, steady and audible voice; Facial expressions matched to message; Appropriately serious tone; Selective interruptions to ensure understanding.

Direct and unambiguous language; No attributions or evaluations of others’ behavior; Use of “I” statements and cooperative “we” statements.

CommunicationCommunication Nonverbal Behavior Nonverbal Behavior Verbal BehaviorVerbal Behavior

StyleStyle Description Pattern Description Pattern PatternPattern

Communication Styles Communication Styles (continued)(continued)

CommunicationCommunication Nonverbal Behavior Nonverbal Behavior Verbal BehaviorVerbal Behavior

StyleStyle Description Pattern Description Pattern PatternPatternAggressiveAggressive Taking advantage

of others; Expressive and self-enhancing at others’ expense.

Glaring eye contact; Moving or leaning too close; Threatening gestures (pointing finger; clenched fist); Loud Voice; Frequent interruptions.

Swear words and abusive language; Attributions and evaluations of others’ behavior; Sexist or racists terms; Explicit threats or put-downs.

Communication Styles Communication Styles (continued)(continued)CommunicationCommunication Nonverbal Behavior Nonverbal Behavior

Verbal BehaviorVerbal Behavior

StyleStyle Description Pattern Description Pattern PatternPatternNonassertiveNonassertive Encouraging

others to take advantage of us; Inhibited; Self-denying.

Little eye contact; Downward glances; Slumped postures; Constantly shifting weight; Wringing hands; Weak or whiny voice.

Qualifiers (“maybe,” “kind of” ); Fillers (“uh,” “you know,” “well”); Negaters (“it’s really not that important,” “I’m not sure”).

Communication is more than just verbal…

• Nonverbal communication– Words account for only 7% of

emotional impact of a message– Voice tones- 38%– Facial Expressions- 55%– High context vs. Low Context

Cultures

Categories of Non-Verbal Messages

• Environment• Interpersonal Distance• Posture• Gestures• Facial Expressions• Voice Quality• Personal Appearance

Categories of Non-Verbal Messages

• Environment• Interpersonal Distance• Posture• Gestures• Facial Expressions• Voice Quality• Personal Appearance

Skills and Best Practices: Advice to Skills and Best Practices: Advice to Improve Nonverbal Communication Improve Nonverbal Communication

SkillsSkills

• Maintain eye contact.

• Nod your head to convey that you are listening or that you agree.

• Smile and show interest.

• Lean forward to show the speaker you are interested.

• Use a tone of voice that matches your message

PositivePositive Nonverbal Actions Nonverbal Actions Include:Include:

Advice to Improve Nonverbal Advice to Improve Nonverbal Communication Skills (cont)Communication Skills (cont)

• Avoiding eye contact and looking away from the speaker.

• Closing your eyes or tensing your facial muscles.

• Excessive yawning.

• Using body language that conveys indecisiveness or lack of confidence (e.g., slumped shoulders, head down, flat tones, inaudible voice)

• Speaking too fast or too slow.

NegativeNegative Nonverbal Actions Include: Nonverbal Actions Include:

Listening StylesListening Styles

Results-style:Results-style: Interested in the bottom line or result of a message.

Reasons-style:Reasons-style: Interested in hearing the rationale behind a message.

Process-style:Process-style: Likes to discuss issues in detail.

The Keys to Effective ListeningThe Keys to Effective ListeningKeys to Effective Keys to Effective

ListeningListeningThe Bad ListenerThe Bad Listener The Good ListenerThe Good Listener

1. Capitalize on thought

speed

Tends to daydream Stays with the speaker, mentally summarizes the speaker, weighs evidence, and listens between the lines

2. Listen for ideas Listens for facts Listens for central or overall ideas

3. Find an area of interest Tunes out dry speakers or subjects

Listens for any useful information

4. Judge content, not delivery

Tunes out dry monotone speakers

Assesses content by listening to entire message before making judgments

5. Hold your fire Gets too emotional or worked up by something said by the speaker and enters into an argument

Withholds judgment until comprehension is complete

The Keys to Effective Listening The Keys to Effective Listening (cont)(cont)

Keys to Effective Keys to Effective ListeningListening

The Bad ListenerThe Bad Listener The Good ListenerThe Good Listener

6. Work at listening Does not expend energy on listening

Gives the speaker full attention

7. Resist Distractions Is easily distracted Fights distractions and concentrates on the speaker

8. Hear what is said Shuts our or denies unfavorable information

Listens to both favorable and unfavorable information

9. Challenge yourself Resists listening to presentations of difficult subject manner

Treats complex presentations as exercises for the mind

10. Use handouts, overheads, or other visual aids

Does not take notes or pay attention to visual aids

Takes notes as required and uses visual aids to enhance understanding of the presentation

Special Considerations• Positive and Negative Memos

– look for reader benefits– maximize goodwill when possible– minimize psychological reactance (loss of

freedom)– never threaten– until proven wrong, assume your audience

is logical and willing to engage with you– look for ways to turn negative memos into

positive ones

Three Types of Personal Skills

• Sensitivity (affect)– recognition and respect for personal,

professional, and cultural differences

• Awareness (cognition)– framework for communication based on

knowledge of one’s own and others’ identities

• Adroitness (behavior/ communication skills)– ability to act effectively to achieve personal

and multicultural interdependence/connectedness

SensitivityThe emotional side of communication:• Self-concept (secure view of yourself)• Open-mindedness• Nonjudgmental attitudes (pleasure in

meeting and working with others, including those from other cultures)

• Social relaxation (particularly critical in crises)

These four personal attributes expedite the process of psychological adaptation by increasing your psychological well-being, self-satisfaction, and contentment in a new environment

AwarenessThe intellectual side of communication:• Self-awareness (social comparison)

leading to behavior modification• Cultural awareness (understanding

cultural “maps”) > understanding commonalities/ differences between people

• social values (Hofstede, Trompenaars)• social customs• social norms• social systems

AdroitnessThe performance side of communication:• Message skills• Appropriate self-disclosure• Behavioral flexibility and creativity (repertoire)• Interaction management (turn-taking,

initiation)• Social skills (politeness, social conventions)• Empathy (showing openness to others’

emotional needs)• Identity maintenance (supporting your own

and your partner’s identity)

Message Skills• Compliment personal skills• Require knowledge of:

– Qualities of successful messages– Purposes of business communication– “You-Attitude”– Appropriate visual style– Strategic use of style and organization

• Involve a process of iteration (writing and revision; negotiation and compromise )

These skills maximize your ability to act effectively to achieve interdependence and interconnectedness

Communication adroitness improves with practice and performance

Analyze your audiences • Look below the demographics

– how do they think (logos)?– what are their desires and emotions (pathos)?– how can you gain their attention and respect

(ethos)?• Be willing to listen to what they say they

need• Use appropriate arguments and style to

persuade

Make Choices Communication choices include:

– channel and genre (technology and type)– verbal metaphors and visual messages

(frames for interpretation)– logical organization (make some order

evident)– mood (subjunctive) and tense (active/

passive)– word choice (illocutionary verbs, vivid

adjectives and nouns, pronouns)– graphics (when are visuals better than data?)

• Analyze websites as another form of business communication– You-Attitude and “Usability” very

similar– greater possibilities for persuasion– websites have the power to ingratiate

by helping people do what they want

Suggestions to Increase Your Listening Capability

• Listen without making value judgements. (e.g. sender to expressing views on abortion, legalization of drugs)

• Allow sender to fully express his or her point of view

• Make eye contact and make facial expressions

• Expect to learn something

Points to remember about communication (continued)

People tend to accept facts, information and opinions from those whom they have confidence in and in whom they trust

Timing is an essential component of effective communication

Feedback is vital to good communication

Communication skills

•S M C R MODEL

• Source- Message- Channel- Receiver• Who says what to whom with what

effect

SOURCE• Source-is the person who has an

idea or message to communicate to another person or persons

MESSAGE• What should be communicated• Messages are trnasmitted though

such means as speaking, writing, acting,or drawing

CHANNELS• Channels are the means by which

information is transmitted• Words- face to face conversation,

telephone conversation, radio and television, book, articles, letters etc.

• The sense of touch, smell and taste are nonverbal channels

RECEIVER

• Receiver is the recipient of communication

• Give response-ignore, perform some task , store the information etc.

LEVELS OF COMMUNICATION

• Intrapersonal• Interpersonal• Small group• Public communication• Mass media communication• Non verbal communication

The art of conversation

• A single conversation acrss the table with a wise man is worth a months study of books

- Chinese proverb

The art of conversation

• Getting started• Keeping it flowing• Improving your style• Pace and pause• Be a good listener

Conversation killers• Talking too much• Talking too little• Interrupting people• Too much personal disclosure• Getting into too much detail• Trying to be funny all the time• Imitating the other persons accent

ListeningWhole body listening• Conveying a positive encouraging attitude• Sitting in an attractive posture• remaining alert but comfortable• Nodding in acknowledgement• Making good eye contact• Tuning into the speakers feelings

Distracting listener behaviour

• Fidgeting• Blinking• Biting your lip• Frowning deeply• Playing with your hair/ jewellery• Looking at your watch

Tips for successful communication

• Read-expand your knwlede of language

• Listen intelligently• Think and plan• Use appropriate language• Be open minded

• Select appropriate media• Time your communication

appropriately• Use appropriate laNGUAGE• Obtain feedback• Aim high

Ten Ten Commandments Commandments

To Feel Good To Feel Good Every DayEvery Day

BE A KID AGAINBE A KID AGAIN

EXPAND YOUR HORIZONSEXPAND YOUR HORIZONS

LIST FIVE OF YOUR LIST FIVE OF YOUR STRENGTHSSTRENGTHS

HELP SOME ONE WITHOUT HELP SOME ONE WITHOUT TELLING THEMTELLING THEM

CHANGE SOMETHING ABOUT CHANGE SOMETHING ABOUT YOURSELFYOURSELF

ACCOMPLISH SOMETHING SMALL ACCOMPLISH SOMETHING SMALL THAT YOU HAVE BEEN AVOIDINGTHAT YOU HAVE BEEN AVOIDING

TALK WITH A GOOD FRIENDTALK WITH A GOOD FRIEND

GET SOME REGULAR EXERCISESGET SOME REGULAR EXERCISES

GET IN TOUCH WITH YOUR GET IN TOUCH WITH YOUR SPIRITUAL SIDESPIRITUAL SIDE