Irreversibility of Communication

Syndicate 3•Ankita Singh•Arnab Majumdar•Boney Mathai•Vinita Firake•Shariq Syed•Gokul Kanan

Sliced apple…..

Broken eggs….

Communication

•Activity of conveying information through the exchange of thoughts, messages, or information, as by speech, visuals, signals, writing, or behaviour.

•Derived from the Latin word “communis” meaning ‘to share’

4 Principles of

Interpersonal

Communicatio

n

Inescapable

Irreversible

Complicated

Contextual

Irreversibility Of Communication

•“once the word is out of your mouth, you can never swallow it again.”

•“once said never unsaid”

Illustrations

•Wrong Impression/Perception•Personal Relationship may get spoilt•Wrong information might go viral•Might affect Professional Credibility•Overpromising

Role Play

We Deliver Fast...

Access Group

Impact on brand image

• Go Daddy publicly supports SOPA act

• Customers are unhappy with the company’s stand

• Go Daddy realizes the mistake and decides not to

support the act

• But still customers don’t trust the company anymore

• 70,000+ domains moved. Total revenue loss of over

half a million dollars in 2 days

Email:Manager to Secretary

Not to assume or take things for granted

Locked me out of my office

You do not leave the office until you have checked with all the managers

Effect on Personal/Professional Relationships

Email:Secretary to Manager

Locked the door out of concern for security

Placing the blame on others

No right to disrupt and control my private time

For tasks outside of my job, I cannot comply

Please pay attention to your wording. It's a matter of common courtesy

Did not guess or assume anything

Effect on Personal/Professional Relationships

•Egos and Sensitivities•Lack of Objectivity (Biased Approach)•Loss of Morale•Guilt even after apology

Viral Spread of Wrong Information

•Effect can be reduced but can’t undone

•To avoid - Meticulous communication- Need judgment and caution

RUMOURS CONTROL DECISION OF PEOPLE

SITUATION IS CREATED BY PUBLIC

ACTION

EMERGENCY

Effect on Personal Credibility

What is credibility ???

• It is the quality of being believed or trusted

• It includes the people who are supposed to lead our business

• It’s important for us to have a clear understanding of what credibility means to us

• t’s more important that we have a clear understanding of how other people (the prospects, customers, referral sources, employees and vendors) define it.

Importance of Personal Credibility to Business

•It hampers the relationship of an individual with the prospects, customers, referral sources, employees and vendors

•It also affects the organization as a whole

•It affects the day to day business operations, customer relationship, and supply chain in the bigger picture

Ways of……..

• To achieve professional credibility, every individual must work upon personal credibility

• Personal credibility is the foundation of leadership.

• Forward thinking, Likeability, Commitment and Articulation.

Overpromising• Don’t make promises you can’t

keep.

• If you have to use asterisks and fine print to qualify your promise, don’t make it.

• Take responsibility for the entire experience – make sure your promise is kept by your partners.

• Keeping only part of your promise is breaking it.

• It’s better to be under-estimated – then you can “surprise and delight.”

• Tell the truth.

Basic Rule

Conclusion•Before you speak………. THINK!

T• Is it true??

H• Is it helpful??

I• Is it inspiring??

N• Is it necessary??

K• Is it kind??

Thank You!