What is Communication? Communication is the art of transmitting information, ideas & attitudes from one person to another by the use of words, letters, symbols, or nonverbal behavior..

Communication is the process of meaningful interaction among human beings.

ITS ESSENCES :

Personal process

Occurs between people

Involves change in behavior

Means to influence others

Expression of thoughts & emotions through words & actions

Tools for controlling & motivating people.

It is a social & emotional process

What are the most common ways we communicate?

Spoken Word

Written Word

Visual Images

Body Language

Types of CommunicationDownwards Communication :Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feed back, approval to highlight problems etc.

Upwards Communications :It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals.

Lateral or Horizontal Communication: Among colleagues, peers at same level for information

level for information sharing for coordination, to save time.

In modern business environment communication extends beyond written or spoken words to listened word.Visual dimension added by T.V., computers has given to new meaning to communication.

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Types of Communication.

COMMUNICATION NETWORKS

Formal Network: Virtually vertical as per chain go command within the hierarchy.

Informal Network :Free to move in any direction may skip formal chain of command. Likely to satisfy social and emotional needs and also can facilitate task accomplishment.

CommunicationCommunication

• Find Out what your Listener wants

• Know what you want to say– Control Fear– Stop Talking and Listen– Think before you talk– Believe in your message– Repeat Major Points– Find Out what your Listener wants

Effective Effective CommunicationCommunication

Improved stakeholder

response

Stronger decision making

Steadier work flow

Clearer promotional

materials

Enhanced professional

image

Quicker problem solving

Stronger business

relationships

Increased productivity

The Communication Process

SENDER(encodes)

RECEIVERRECEIVER(decodes)(decodes)Barrier

Barrier

Medium

Feedback/Response

Basics of Effective CommunicationBasics of Effective Communication

It matters not so much what you say as it does how you say it.

• Your communication style is a SET of various behaviors and methods of relaying information that impact all facets of life.

• Learning all communication styles is important in order to avoid communicating in less effective ways & in order to recognize those styles in others so as to be able to deal with them.

• People are not difficult. They only seem difficult to the extent that we do not have the skills to deal with what they bring to the table. It is our lack of knowledge that makes the situation difficult.

Hearing Vs Listening

Hearing – Physical process, natural, passive

Listening – Physical as well as mental process, active, learned process, & a skill

Listening is hard.You must choose to participate in the process

of listening.

VALUE OF LISTENING Listening to others is an elegant art.

Good listening reflects courtesy and good manners.

Listening carefully to the instructions of superiors improve competence and performance.

The result of poor listening skill could be disastrous in business, employment and social relations.

Good listening can eliminate a number of imaginary grievances of employees.

Good listening skill can improve social relations and conversation.

Listening is a positive activity rather than a passive or negative activity.

Techniques to improve Techniques to improve listening skillslistening skills

PARAPHRASEPARAPHRASE

Restate what was said in your own

words

PARAPHRASEPARAPHRASE

Restate what was said in your own

words

SUMMARIZESUMMARIZE

Pull together the main points of a

speaker

SUMMARIZESUMMARIZE

Pull together the main points of a

speaker

QUESTIONQUESTION

Challenge speaker to think further,

clarifying both your and their

understanding

QUESTIONQUESTION

Challenge speaker to think further,

clarifying both your and their

understanding

Practice ParaphrasingPractice Paraphrasing

• Paraphrasing is simply restating what another person has said in your own words.

• Use phrases such as:

– In other words…– I gather that…– If I understand what

you are saying…– What I hear you

saying is…– Pardon my

interruption, but let me see if I understand you correctly…

Practice SummarizingPractice Summarizing

• Summarizing pulls important ideas, facts or data together.

• Useful for emphasizing key points and setting the stage for further discussion.

• The person summarizing must listen carefully in order to organize the information systematically.

• Try out these summarizing phrases:– “If I understand you

correctly, your main concerns are…”

– “These seem to be the key ideas you have expressed… ”

Two basic types of questions1. Closed questions:

– Get a one-word response and inhibit thought.

– Questions begin with who, when and which

2. Open-ended questions:– Invite unique thought, reflection or an

explanation.– Questions begin with how, what and how

come (not why!).

TWO

AND

ONE

Nature has intended us to LISTEN twice

as much as we speak!

ListeningListening

• Decide to be a better listener .

• Remember - hearing is only physical , listening is intellectual.

1. Always think ahead about what you are going to say.

2. Use simple words and phrases that are understood by every body.

3. Increase your knowledge on all subjects you are required to speak.

4. Speak clearly and audibly.

Essentials of Communication DosEssentials of Communication Dos

5. Check twice with the listener whether you have been understood accurately or not

6. In case of an interruption, always do a little recap of what has been already said.

7. Always pay undivided attention to the speaker while listening.

8. While listening, always make notes of important points.

9. Always ask for clarification if you have failed to grasp other’s point of view.

10.Repeat what the speaker has said to check whether you have understood accurately.

Essential of Communication Don’tEssential of Communication Don’tDo not instantly react and mutter something in anger.

Do not use technical terms & terminologies not understood by majority of people.

Do not speak too fast or too slow.

Do not speak in inaudible surroundings, as you won’t be heard.

Do not assume that every body understands you.

While listening do not glance here and there as it might distract the speaker.

Do not interrupt the speaker.

Do not jump to the conclusion that you have understood every thing.

How to Improve Existing Level of communicationHow to Improve Existing Level of communication??

1. Improve language.

2. Improve pronunciation.

3. Work on voice modulation.

4. Work on body language.

5. Read more

6. Listen more

7. Avoid reading or watching or listening unwanted literature, media, presentations etc...

8. Interact with qualitative people

9. Improve on you topic of discussion

10.Practice mediation & good thoughts

11.Think & speak.

12.Do not speak too fast.

13.Use simple vocabulary

14.Do not speak only to impress someone.

15.Look presentable & confident

Improving Body Language

1. Keep appropriate distance

2. Touch only when appropriate

3. Take care of your appearance

4. Be aware - people may give false cues

5. Maintain eye contact

6. Smile genuinely

Passive, Aggressive, Passive, Aggressive, and Assertive and Assertive

CommunicationCommunicationUnderstanding Verbal Communication Styles

Passive Passive CommunicationCommunication

• Allowing our own rights to be violated by failing to express our honest feelings.

• The goal of being a passive communicator is to avoid conflict no matter what.

• Little risk involved – very safe.• Little eye contact, often defers to others’ opinions,

usually quiet tone, may suddenly explode after being passive too long.

• Examples of Passive Communication• “I don’t know.”• “Whatever you think.”• “You have more experience than I. You decide.”• “I’ll go with whatever the group decides.”• “I don’t care. It doesn’t matter to me.”• “Yes, yes, yes, yes, yes, yes, yes. . . NO!”

Aggressive CommunicationAggressive Communication• Protecting one’s own rights at the expense of others’ rights –

no exceptions.• The goal of the aggressor is to win at all costs; to be right. • Does not consider actions a risk because this person thinks

they will always get their way. It is risky in terms of relationships

• Eye contact is angry and intimidating; lots of energy; loud and belittling; never defers to others, or at least does not admit to; manipulative and controlling. Often uses violence or verbal abuse.

• Examples of Aggressive Communication

• “I don’t know why you can’t see that this is the right way to do it.”• “It’s going to be my way or not at all.”• “You’re just stupid if you think that will work.”• “ “Who cares what you feel. We’re talking about making things

work here.”

Assertive Assertive CommunicationCommunication

• Protecting your own rights without violating the rights of others.

• The goal of the assertive person is to communicate with respect and to understand each other; to find a solution to the problem.

• Takes a risk with others in the short run, but in the long run relationships are much stronger.

• Eye contact maintained; listens and validates others; confident and strong, yet also flexible; objective and unemotional; presents wishes clearly and respectfully.

• Examples of Assertive Communication• “So what you’re saying is. . . .”• “I can see that this is important to you, and it is also important

to me. Perhaps we can talk more respectfully and try to solve the problem.”

• “I think. . . I feel. . . I believe that. . . .”• “I would appreciate it if you. . .”• Let me understand your thoughts on this…

Which is the Best StyleWhich is the Best Style??•All styles have their proper place and use.•Assertive communication is the healthiest.

– Boundaries of all parties are respected.– Easier to problem-solve; fewer emotional outbursts.

– It requires skills and a philosophy change, as well as lots of practice and hard work.

– When both parties do it, no one is hurt in any way and all parties win on some level.

How does perception impact communication?• Perception is the process through which people select,

organize, and interpret sensory input to give meaning & order to the world around them. Perception is inherently subjective and influenced by people's personalities, values, attitudes, moods, experience, & knowledge.

• Perception plays a central role in communication & affects both transmission & feedback. The encoding & decoding of messages & even the choice of a medium hinge on the perceptions of senders & receivers.

• Perception is the process through which people select, organize, and interpret sensory input to give meaning & order to the world around them. Perception is inherently subjective and influenced by people's personalities, values, attitudes, moods, experience, & knowledge.

• Perception plays a central role in communication & affects both transmission & feedback. The encoding & decoding of messages & even the choice of a medium hinge on the perceptions of senders & receivers.

• Rules of professional courtesy get trampled underRules of professional courtesy get trampled under

1. Communicate in a way you would like others to communicate with you. (The Golden Rule)(The Golden Rule)

2. Be intelligent enough to use language that is not considered vulgar, offensive, or provocative.

3. Take only as much of a coworker's time as is necessary to perform your own duties.

4. Unless it is your job to do so, do not attempt to assign blame or make flippant accusations.

5. Try to resolve conflicts yourself before bringing them to a higher authority.

Principles that Characterize Principles that Characterize Effective CommunicationEffective Communication

1. Ensures an interaction rather than a direct transmission process.

2. Reduces unnecessary uncertainty.

3. Requires planning and thinking in terms of outcomes.

4. Demonstrates dynamism.

5. Follows the helical model.

Goals of Medical Goals of Medical CommunicationCommunication• The three immediate goals that

physicians attempt to achieve whenever they talk to patients are:

1. Accuracy2. Efficiency3. Supportiveness

Techniques to Promote Techniques to Promote Effective CommunicationEffective Communication Practice active listening. This helps the

patient realize that you understand and are listening to their issues and concerns.

Do not interrupt the patient; allow them to fully explain concerns and issues.

Ask open-ended questions that elicit information rather than ‘yes’ or ‘no’ answers, i.e., “How are things going?”

Maintain eye contact

Make timely follow-up phone calls regarding test results & patient inquiries.

Be attentive to issues within the office regarding staff-patient interactions.

Physician and office staff should not verbalize or appear rushed during visit.

Be a Good Be a Good CommunicatorCommunicator

1) Give full attention to people while they are talking to you.

2) Encourage other people to talk, and ask appropriate questions.

3) Present your ideas so that others are receptive to your point of view.

4) Treat people fairly & let others know how you want to be treated.

5) Value teamwork and know how to build cooperation and commitment.

6) Show respect for people’s ideas and feelings, even when you disagree with them.

7) Accept differences and conflict as a normal part of any work environment, & know how to address them constructively.

8) Strive to understand other people & to be empathetic.

9) Be open to negative feedback, & communicate difficult truths in a respectful way.

10)Be able to easily win people’s trust & respect.

11)Check to make sure you have understood what other people are trying to communicate.

12)Be confident and at ease giving a presentation.

13)Avoid making absolutist judgments about people (e.g. “He/she is always that way.”)

14)Follow through on your commitments.15)Be able to work with people you have

difficulties with without becoming negative yourself.

Remember Remember Its Fun to be Good !Its Fun to be Good !

Questions?