Communication Skills

COMMUNICATION SKILLS AND ITS IMPORTANCE FOR PDFCOKE PRESENTED BY Nazir Ahmed Vaid Novmember 2009

INTRODUCTION OF PRESENTER  Science graduate  Post Graduation in Production and Operations Management  MBA in Telecommunications  Industrialist  Businessman  Chairman of eHealth Groups

COMMUNICATION  MEDIA - TO MOVE SOMETHING, FROM ONE PLACE TO THE OTHER  PHYSICAL    

ROADS RAILWAYS AIRCRAFT LIFTS AND ESCALATORS

 ELECTRONIC (WIRED & WIRELESS)  TELEPHONE  RADIO  TELEVISION

COMMUNICATION  PRINT  NEWSPAPERS  BOOKS  BROCHURES

 AUTOMATION  REMOTE CONTROLS  AUTO PILOT AND AUTO LANDING  UNMANNED AIRCRAFTS AND TRAINS

COMMUNICATION DEFINED TRANSFER OF MESSAGE FROM ONE MIND (SENDER) TO OTHER MIND (RECEIPIENT) WILL BE SUCCESSFUL, IF FOLLOWING STAGES ARE PERFORMED WELL  SOURCE  SELECT THE MESSAGE ACCORDING TO THE SITUATION AND THE AUDIENCE  WORDING THE MESSAGE  UTTERING THE WORDS  TARGET  LISTENING  UNDERSTANDING  REGISTERING THE MESSAGE

AIMS OF COMMUNICATION  TO GET THE BEST RESULTS FROM OUR COMMUNICATION, FOLLOWING FOUR AREAS ARE TO BE WATCHED    

WHAT WE MEAN TO SAY? WHAT WE ACTUALLY SAY? WHAT THE OTHER PERSON HEARS? WHAT THE OTHER PERSON THINKS HE HEARS.

The Communication Cycle

Encoding

Channel

Message

Decoding

Message

Source

Receiver Feedback

To be an effective communicator and to get your point across without misunderstanding and confusion, your goal should be to lessen the frequency of problems at each stage of this process, with clear, concise, accurate, wellplanned communications

TYPES OF COMMUNICATION  SOUNDS  TALKING, MUSIC, COUGHING, WHISTLING, CRYING, BARKING 

EXAMPLES : RADIO, TELEPHONE, TAPE-RECORDERS

 SIGNS  ALPHABETS, DRAWINGS, SIGN LANGUAGE 

EXAMPLES : WRITING, PICTURES, SIGNAGE, ACTIONS,EXAMPLES : GESTURES

 COMBINATION OF TWO : TELEVISION, CINEMA, LIVE CONCERTS

 OTHER SENSES  FEELING - BRAILLE, HOT, WARM, ROUGH  SMELLING – FLOWER, GARBAGE  TASTE – BITTER, SWEET, SOUR,

TYPES OF COMMUNICATION  VERBAL  TALKING, CRYING, LAUGHING, SHOUTING

 NON-VERBAL (BODY-LANGUAGE)  HAIR STYLING, DRESSING, ATTIRE  POSTURE, HAND MOVEMENTS  GESTURES, EYE-MOVEMENTS, SMILE, TEARS, RAISED EYE-BROWS, WRINKLES ON THE FOREHEAD

TYPES OF COMMUNICATION  SPIRITUAL (HYPOTHETICAL)  MOTHER CHILD COMMUNICATION AND LACTATION  LAILA - MAJNOO COMMUNICATION  PROPHECIES  DREAMS  PRAYERS

SELLING PROCESS THE CHANNEL GETS RICHER AS YOU SEE YOUR BUYER MORE INTERESTED YOUR STEPS ARE AS FOLLOWS  SEND A BROCHURE/CATALOGUE  WRITE A LETTER OR E-MAIL  MAKE A PHONE CALL  MEET PERSONALLY TO DECIDE

A BUYING PROCESS THE CHANNEL GETS RICHER AS YOUR INTERST ENHANCES. IN A PROCUREMENT PROCESS YOU GO THROUGH THE FOLLOWING STEPS  READ BROCHURES/CATALOGUES  WRITE A LETTER OR E-MAIL  MAKE A PHONE CALL  PERSONALLY VISIT TO DECIDE

Hierarchy of Media Richness Rich

Overloaded Zone Media Richness

Face-to-face Telephone

E-mail Newsletters

Oversimplified Zone

Lean Routine/ Clear

Situation

Nonroutine/ Ambiguous

HOW TO BE MORE EFFECTIVE?  DO HOMEWORK AND REHEARSE  PRESENT IDEAS IN ORDERLY MANNER AND COMPREHENSIVELY  LISTEN TO YOUR AUDIENCE  HAVE RIGHT VOICE MODULATION  OPTIMUM VOLUME  VOCAL VARIETY  MAKE IT PERSUASIVE

Persuasive Communication Communicator Characteristics • Expert • Credibility • Attractive

Communication Medium

Message Content • Present all sides • Few arguments • Emotional appeals • Inoculation effect

Audience Characteristics • Self-esteem • Inoculated

HOW TO BE MORE EFFECTIVE?        

BE STIMULATING BE CONCIOUS OF BIAS APPLY BODY LANGUAGE HAVE A SMILE ON YOUR FACE BE A MIRROR OF YOUR MESSAGE EMPHASISE ALL THE TIME USE THE “KISS” METHOD MAINTAIN A RIGHT DISTANCE

Effective Communication

Enjoy yourself. The audience will be on your side and want to hear what you have to say!

Use of Visual Aids  Overhead Transparencies, Slides, Flip Charts, Videos, Handouts and Props  Multi-Media Presentation as being done now.  Experiment with PROPs    

Concave and Convex Mirrors Dispersal of Light (Prism and Disc) Magnets (Attraction of the Opposite Poles) Recipe for a perfect Society

Creativity © K.Amruth Kumar 2005

Creativity © K.Amruth Kumar 2005

Creativity © K.Amruth Kumar 2005

Use of Examples and Stories  Examples from real life

 “Stitch in time saves nine”  ABC & Co did not complete Book-Keeping on timely basis and that resulted into serious chaos

 Stories to establish your view-point

 “Unity is the best policy”  Story of the dying man and his 3 sons and the bundle of sticks

WHAT NOT TO DO?      

EXAGERRATION FILTERING VAGUENESS AND GENERALITY EGOCENTRIC LANGUAGE JAW-BREAKERS -LANGUAGE DEVIATION FROM THE SUBJECT

WHAT NOT TO DO?     

CONFUSING FACTS WITH OPINIONS HANDS TO FACE GESTURES HANDS IN THE POCKET OBJECTIONABLE POSTURES AHs AND PAUSEs – UNWANTED WORDS OR PHRASES

MISCOMMUNICATION

MISCOMMUNICATION  A FEW MISUNDERSTOOD WORDS MEAN LIFE AND DEATH  WORST AVIATION DISASTERS DUE TO MISCOMMUNICATION  IN 1977 IN CANARY ISLANDS, TRAFFIC CONTROLLER GAVE DEPARTURE INSTRUCTIONS, KLM 747 PILOT THOUGHT ITS DEPARTURE CLEARANCE. HE PULLED THE THROTTLE AND HIT A PANAM 747 ON THE RUNWAY KILLING 583 PEOPLE.

MISCOMMUNICATION  BOTH WERE SPEAKING ENGLISH AND THE AIR-TRAFFIC CONTROLLER GAVE THE RIGHT MESSAGE. BUT THE PILOT MISUNDERSTOOD. RESULT – DEATH  SIMPLE MISUNDERSTANDINGS, ALTHOUGH THE INTENTIONS ARE CLEAR. RESULT – RELATIONSHIP IMPAIRED

Chinese Whisper MESSAGE PASSED FROM PERSON TO PERSON BY WHISPERING. THE MESSAGE CHANGES DRAMATICALLY, FROM THE ORIGINAL IDEA

ORIGINAL MESSAGE  A KING WEARING A RED TURBAN AND A WHITE ROBE ORDERED HIS GENERAL TO ADVISE HIS SOLDIERS TO CLOSE THE BORDERS FOR A LIMPING MAN, WHO MAY DESTROY THE PEACE OF HIS NATION

Communication- Two Way Process Sender Form message

Transmit Message

Encode message

Receiver Receive encoded message

Decode message

Encode feedback

Form feedback

Noise Decode feedback

Receive feedback

Transmit Feedback

Communication is integral for any relationship, be it at home, with friends, or at work. Research has shown consistently that a deficiency in this skill can absolutely ruin relationships. The foundation of solid interpersonal skills is not just making yourself be heard but also involves an understanding of where other people are coming from.

BE A GOOD LISTENER  COMMUNICATION IS NEVER A ONE WAY PROCESS  WHEN OTHER PERSON IS TALKING, SHUTUP  PAY TOTAL AND UNDIVIDED ATTENTION WHEN LISTENING  WATCH YOUR BODY LANGUAGE  LISTEN FOR SIGNALS  DO NOT GET EMOTIONALLY INVOLVED  USE EXPRESSIONS LIKE “I SEE” ETC.

Active Listening Process and Strategies SENSING •Postpone evaluation • Avoid interruptions • Maintain interest

ACTIVE LISTENING RESPONDING

EVALUATING

• Show interest • Clarify the message

• Empathize • Organize information

COMMUNICATION WAVELENGTHS  LEVEL 5 : CLICHÉ CONVERSATION  HOW ARE YOU? NICE DAY! ETC.

 LEVEL 4 : SMALL TALK

 WEATHER, TV, CURRENTS AFFAIRS

 LEVEL 3 : FACTS & OPINIONS

 EXCHANGE OF IDEAS AND FACTS

 LEVEL 2 : EMOTIONS AND FEELINGS  FRIENDS, FAMILY, PAINS, PLEASURES

 LEVEL 1 : PEAK COMMUNICATION

 INTIMATE FRIENDS, SPOUSE, CHILDREN

IMPORTANCE  SUCCESSFUL BUSINESSMAN - LEE IACOCCA  GREAT RESEARCHES  HAKIMS

   

viz a viz ALLOPATHY

POLITICAL LEADERS REVOLUTIONARIES SUCCESSFUL LAWYERS ACTORS

COMMUNICATION REVOLUTION     

REVOLUTIONARY CHANGES E-MAIL, VIDEO COMMUNICATION ELECTRONIC CONFERENCING DOCUMENT CONFERENCING A person will not be respected for his physical attire but for his communication skills

CONCLUSION YOU NEED TO BE A BETTER COMMUNICATOR TO  BE POPULAR AT HOME AND AT YOUR INSTITUTION.  TO BE EFFECTIVE IN SELLING AND COMMUNICATING YOUR IDEAS TO OTHERS  TO IMPROVE YOUR PERSONALITY  TO BE MORE PRODUCTIVE  TO PROGRESS IN LIFE  TO INFLUENCE PEOPLE  TO ACHIEVE YOUR DREAMS

Reading Test I cdnuolt blveiee taht I cluod aulaclty uesdnatnrd waht I was rdgnieg -------------------------------------------------------THE PAOMNNEHAL PWEOR OF THE HMUAN MNID Aoccdrnig to a rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer in waht oredr the ltteers in a wrod are, the olny iprmoatnt tihng is taht the frist and lsat ltteer be in the rghit pclae. The rset can be a taotl mses and you can sitll raed it wouthit porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe. Amzanig huh?

Communication Skills Successful Career  In a recent survey of recruiters from companies with more than 50,000 employees, communication skills were cited as the single more important decisive factor in choosing managers

Communication Skills for Successful Career  . The survey, conducted by the University of Pittsburgh’s Katz Business School, points out that communication skills, including written and oral presentations, as well as an ability to work with others, are the main factor contributing to job success

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