Communication skillsCommunication skills DefinitionDefinition ProcessProcess TypesTypes NetworkNetwork CharacteristicsCharacteristics ImportanceImportance BarriersBarriers

Communication GoalsCommunication GoalsTo change behaviorTo change behavior

To get actionTo get action

To ensure understandingTo ensure understandingTo persuadeTo persuade

To get and giveTo get and giveInformationInformation

Definition Definition Use of effective language for Use of effective language for conveying a conveying a technical/commercial/ industrial technical/commercial/ industrial message to achieve a message to achieve a

predetermined purposepredetermined purpose

Communication is the method by which people Communication is the method by which people share their ideas, information, opinions and share their ideas, information, opinions and feelings. Commonly used, the term feelings. Commonly used, the term communication refers to communication refers to information sharing.information sharing. We share language, thoughts, feelings and We share language, thoughts, feelings and behaviour but each is filtered through a unique, behaviour but each is filtered through a unique, individual mind. In its broadest sense, individual mind. In its broadest sense, communication is not simply the communication is not simply the transmissiontransmission or or receptionreception of messages or responses but a of messages or responses but a relationship between individualsrelationship between individuals. When . When communication occurs inside a single person, communication occurs inside a single person, the sharing of thoughts and feelings with the self the sharing of thoughts and feelings with the self is called is called intrapersonalintrapersonal.. Between two or more Between two or more persons, communication is persons, communication is interpersonal.interpersonal.

Process Process Common Frame of Common Frame of

Reference Reference Sender Message Receiver Response

Channel

Sent Received Semantic Gap

Feed back

IdeationIdeationEncodingEncodingTransmissionTransmission

ReceivingReceivingDecodingDecodingActionActionAcceptanceAcceptance

Steps Sender Receiver

Typical features of communicationTypical features of communication

Two way processTwo way processContinuous/OngoingContinuous/OngoingFunctionalFunctionalCumulative process Cumulative process IrreversibleIrreversibleContextualContextualComplexComplexInevitableInevitable

Types Types CommunicationCommunication

Oral

Verbal

Written

-Signs-Symbols-Body Language

Non verbal

ORAL ORAL • Face – to – face Face – to – face

• Telephonic Telephonic

• Group Group

Meeting Meeting

• SeminarSeminar

• Conference/Conference/

Symposium Symposium

• Panel DiscussionPanel Discussion

• Presentation Presentation

• Interview Interview

ORAL COMMUNICATIONORAL COMMUNICATION

AdvantagesAdvantagesAdjustableAdjustable ClarifierClarifierTimeTimePersuasion & Persuasion & controlcontrolFormalityFormalityCostCostConvenient/Convenient/reliable for Groupsreliable for Groups

LimitationsLimitationsFuture ref not Future ref not possiblepossibleNot-effective if Not-effective if poor speakerpoor speakerNot suitable for Not suitable for lengthy detailslengthy detailsDistortionDistortionPoor retention Poor retention

WRITTEN WRITTEN e – mail e – mail Fax Fax Memorandum Memorandum Notice Notice Circular Circular Press release Press release

Letter Letter Report Report Proposal Proposal Research paper Research paper

Written CommunicationWritten Communication

AdvantagesAdvantagesMost wantedMost wantedPermanentPermanentLegal evidenceLegal evidenceAccurateAccurateSuitable for Suitable for lengthy & lengthy & complicated complicated messages/commumessages/communicationnication

LimitationsLimitationsLimited to only Limited to only LiteratesLiteratesCostly, time Costly, time consumingconsumingFormalFormalDelayed feedbackDelayed feedback

Body Language Body Language Kinesics– Branch of learningKinesics– Branch of learning

KinesicsKinesics – the study of nonverbal body – the study of nonverbal body motions as a systematic node of motions as a systematic node of communicationcommunicationPeople trust their ears less than their eyes.People trust their ears less than their eyes.– when a speaker’s body language is when a speaker’s body language is

inconsistent with their words the listeners inconsistent with their words the listeners will tend to believe their eyeswill tend to believe their eyes

BODY LANGUAGEBODY LANGUAGE((KINESICS)KINESICS)

Aspects Aspects

• Personal Personal AppearanceAppearance

• Facial ExpressionFacial Expression• PosturePosture• GestureGesture• Eye ContactEye Contact• Space, DistancingSpace, Distancing• TouchTouch

Non verbal cuesNon verbal cuesoror

Visible codesVisible codes

PARALANGUAGEPARALANGUAGE

Defined as “how” of languageDefined as “how” of languageIncludes volumeIncludes volumePitch PronunciationPitch PronunciationModulation ArticulationModulation ArticulationStress ToneStress ToneIntonation PausesIntonation PausesSpeed Speed

Technical Technical communication/General communication/General purpose communicationpurpose communication

General purpose communication is General purpose communication is concerned with the world at large.concerned with the world at large.Technical (business) communication Technical (business) communication is specifically concerned with well is specifically concerned with well defined business activities.defined business activities.

Characteristics of technical Characteristics of technical communicationcommunication

Open communication climate Open communication climate Committed to ethics Committed to ethics Perception of multicultural Perception of multicultural Audience awareness Audience awareness Efficient flow Efficient flow

Characteristics Characteristics contd…..contd…..

Clear – unambiguous Clear – unambiguous Concise – direct, precise Concise – direct, precise Correct – specific, accurate Correct – specific, accurate Complete – self containedComplete – self contained Courteous – cordial, polite Courteous – cordial, polite Impartial and objective Impartial and objective

Importance of technical Importance of technical communicationcommunication

Life line of business Life line of business

Measure the success, growthMeasure the success, growth

Link within & outside Link within & outside

Tangible product of the workTangible product of the work

Valuable repository/container of Valuable repository/container of

information information

Develops desirable qualities Develops desirable qualities

Reveals gaps in thinking Reveals gaps in thinking

Difference between general Difference between general purpose and technical purpose and technical

communicationcommunication

General PurposeGeneral PurposeStructure flexibleStructure flexibleContent (any)Content (any)Layout (flexible)Layout (flexible)Audience (not Audience (not always specific)always specific)Nature (not Nature (not always objective)always objective)

BusinessBusinessRigidRigidBusiness,industrial Business,industrial technicaltechnicalRigidRigidOnly to specificOnly to specificMostly objectiveMostly objective

Steps involved in solving a Steps involved in solving a Communication ProblemCommunication Problem

Identify the ProblemIdentify the ProblemDiscover the Cause(s)Discover the Cause(s)Evaluate the alternative solutionEvaluate the alternative solutionSelect and apply the best solutionSelect and apply the best solutionFollow throughFollow through

COMMUNICATION BARRIERSCOMMUNICATION BARRIERS

Definition Definition Errors, misunderstandings and several Errors, misunderstandings and several

other factors that prevent us transmitting other factors that prevent us transmitting our ideas meaningfully causing our ideas meaningfully causing communication failure.communication failure.

COMMUNICATION BARRIERSCOMMUNICATION BARRIERS

ClassificationClassification

Barriers in Intrapersonal communicationBarriers in Intrapersonal communicationBarriers in Interpersonal communicationBarriers in Interpersonal communicationBarriers in organizational Barriers in organizational communicationcommunication

Intrapersonal BarriersIntrapersonal Barriers -usually stems from wrong assumptions.

Rigidity of thoughtRigidity of thoughtUnclarified assumptionsUnclarified assumptionsDifferent perceptions of realityDifferent perceptions of realityPremature evaluation of messagePremature evaluation of messageNegative attitude (source, message, person)Negative attitude (source, message, person)Fear of the unknownFear of the unknownInferiority/ superiority complexInferiority/ superiority complexLack of interestLack of interestCategorical thinking- ‘Know it all’Categorical thinking- ‘Know it all’Choice of WordsChoice of Words

Interpersonal BarriersInterpersonal Barriers

Absence of common frame of referenceAbsence of common frame of referencePresence of noise in channelPresence of noise in channelCultural differencesCultural differencesDisplay of intense emotionsDisplay of intense emotionsPoor listeningPoor listeningPoor synchronization of verbal and non-verbal Poor synchronization of verbal and non-verbal cuescuesVague objectivesVague objectivesChoice of wrong variety of languageChoice of wrong variety of languageSemantic differencesSemantic differencesPsycho-physical factorsPsycho-physical factors

Organizational BarriersOrganizational BarriersHierarchy in organization Hierarchy in organization – DelayDelay– Distortion Distortion – AlterationAlteration

Superior-subordinate relationshipSuperior-subordinate relationshipInterpretationInterpretationGrapevineGrapevineInformation overloadInformation overloadToo many transfer stationsToo many transfer stationsFear of superior perceptionFear of superior perceptionNegative attitude in organizationNegative attitude in organizationMisunderstood application of freedomMisunderstood application of freedom

Tips for effective presentationTips for effective presentation

Know thyself! (Read thy subject of Know thyself! (Read thy subject of discourse!) discourse!) Be focusedBe focusedBrevity is the soul of wit Brevity is the soul of wit Know your audience Know your audience Infuse your words with an earthiness that Infuse your words with an earthiness that will appeal to a wider audience. will appeal to a wider audience. Create the right ambience Create the right ambience

Tips continued…..Tips continued…..

Be sincere in your utterances. Be sincere in your utterances. Be positive. Believe in your self. Be positive. Believe in your self. Bring alive and exploit the magic in and of Bring alive and exploit the magic in and of words.words.Reach out to your audience. Reach out to your audience.