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COMMUNICATION

Why Need to Communicate?

• Get information Pass Information• Motivate De-motivate• Cheat Guide• Praise Humiliate • Make arrangements• Give advice• Sell / Buy• Greet• Abuse• Etc

Everything we do is

COMMUNICATION

Communication Model:

The Process of Communication:

Thought

Encoding

Use of Channel to Transmit the Message FeedbackNOISE

Reception

Decoding

Understanding

Verbal :The message that

we deliver

Vocal : The voice that we

convey

Visual : Our body language

CommunicationCommunication

Verbal, vocal and visual:

What Communication is about:

38% Paralinguistic - the way they’re said

55% Body language - the actions

7% Words

• Studies tell 70 % of mistakes in the workplace are a direct result of poor communication…..

• 85% of a Manager’s job is communication

• 90% of communication is Effective Listening…………..

COMMUNICATION IN OUR LIVES:

Exercise:

• Chinese Whisper

Communication Problem

Importance of right Communication

Causes of Communication Difficulties:

• Lack of information and knowledge• Not explaining priorities or goals properly• Not listening• Not understanding fully and fail to ask questions• Mind made up, preconceived ideas• Not understanding others’ needs• Not thinking clearly, jumping to conclusions• Bad mood• Failure to explore alternatives

Communication failures can cause…..

• Loss of business• Mistakes, inefficiencies• Lowered productivity• Poor coordination and cooperation• Damaged personal or company image• Frustration, hostility• Dissatisfaction with others• Lowered morale• Loss of team spirit• High employee turnover• Conflict and arguments• Drop in self esteem and confidence• Loss of friendship

Basic Communication Principles

The way we begin our message often determines the outcome of the

communicationThe way message is delivered always effects

the way message is received

The real communication is the message received, not the message intended

Communication is two way street – we have to give as well as gather

7 Cs of Communication

Completeness

Conciseness

Consideration

Clarity

Concreteness

Courtesy

Correctness

There are 7 C’s of effective communication which are applicable to both written as well as oral communication. Awareness of the 7 C’s of communication makes you an effective communicator. The 7 C’s of effective communication are as follows:

• When I sing well, ladies feel sick.• When I sing, well ladies feel sick.• In conducting annual self-assessment training, providers

should seek help.• In conducting annual self-assessment, training providers

should seek help.

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Miscommunication:

Dear John:I want a man who knows what love is all about. You are generous, kind, thoughtful. People who are not like you admit to being useless and inferior. You have ruined me for other men. I yearn for you. I have no feelings whatsoever when we're apart. I can be forever happy--will you let me be yours?Jane

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Dear John,I want a man who knows what love is. All about you are generous, kind, thoughtful people, who are not like you. Admit to being useless and inferior. You have ruined me. For other men, I yearn. For you, I have no feelings whatsoever. When we're apart, I can be forever happy. Will you let me be?Yours,Jane

Miscommunication:

7 Positive Principles for Cooperative Communication……….

1. Soften the ‘you’s or change the “I” to avoid sounding pushy

Instead of : ‘You’ll have to….’, say ‘Could you….’ Or ‘Would you be able to….’

2. Focus on the solution, not the problemInstead of ‘Copier is out of order….’, say ‘I will call somebody to fix it up’.

3. Turn can’ts into cansInstead of ‘We can’t do that until next week’, say ‘We’ll be able to do that next week’.

7 Positive Principles for Cooperative Communication……….

4. Take responsibility – don’t lay blameInstead of ‘It’s not my fault’, say ‘Here’s what I can do to

fix that’.5. Say what do you want, not what you don’t

wantInstead of ‘Don’t; drive too fast’, say ‘Drive carefully’

6. Focus on the future, not the pastInstead of “I’ve told you before not to……, say ‘From

now on…….”7. Share information rather than argue or accuse

Instead of ‘No, you’re wrong’, say ‘I see it like this….’

Gather Good Information with your EARs

E E – explore by asking questions

A A – affirm to show you’re listening

RR – reflect your understanding

SS – silence, listen some more

Levels of Communication:

High

Low

HighLow

Defensive – Win/Loose

Respectful - Compromising

Synergistic – Win Win

CO-OPERATION

TRUST

Aggressive Communication:

• You choose and make decisions for others.

• You are brutally honest.• You are direct and forceful.• You are self enhancing and

derogatory.• You’ll participate in a win-lose

situation only if you’ll win.• You feel righteous, superior,

controlling – later possibly feeling guilt.

Others feel humiliated, defensive, resentful and hurt around you.

Others view you in the exchange as angry, vengeful, distrustful and fearful.

The outcome is usually that your goal is achieved at the expense of others. Your rights are upheld but others are violated.

Your underlying belief system is that you have to put others down to protect yourself.

Passive Communication

• You allow others to choose and make decisions for you.

• You are emotionally dishonest.• You are indirect and self

denying.• You are inhibited.• If you get your own way, it is by

chance.• You feel anxious, ignored,

helpless, manipulated, angry at yourself and/or others.

Others feel guilty or superior and frustrated with you.

Others view you in the exchange as a pushover and that you don’t know what you want or how you stand on an issue.

The outcome is that others achieve their goals at your expense. Your rights are violated.

Your underlying belief is that you should never make someone uncomfortable or displeased except yourself.

Passive-Aggressive Communication

• You manipulate others to choose your way.

• You appear honest but underlying comments confuse.

• You tend towards indirectness with the air of being direct.

• You are self-enhancing but not straight forward about it.

• In win-lose situations you will make the opponent look bad or manipulate it so you win.

• If you don’t get your way you’ll make snide comments or pout and be the victim.

You feel confused, unclear on how to feel, you’re angry but not sure why. Later you possibly feel guilty.

Others feel confused, frustrated, not sure who you are or what you stand for or what to expect next.

Others view you in the exchange as someone they need to protect themselves from and fear being manipulated and controlled.

The outcome is that the goal is avoided or ignored as it cause such confusion or the outcome is the same as with an aggressive or passive style.

Your underlying belief is that you need to fight to be heard and respected. If that means you need to manipulate, be passive or aggressive, so be it.

Assertive Communication• You choose and make decisions for

you.• You are sensitive and caring with

your honesty.• You are direct.• You are self-respecting, self

expressive and straight forward.• You convert win-lose situations to

win-win ones.• You are willing to compromise and

negotiate.• You feel confident, self-respecting,

goal-oriented, valued. Later you may feel a sense of accomplishment.

Others feel valued and respected. Others view you with respect,

trust and understand where you stand.

The outcome is determined by above-board negotiation. Your rights and others are respected.

Your underlying belief is that you have a responsibility to protect your own rights. You respect others but not necessarily their behavior.