Effective Communication Skills

Effective Communication

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“In 2000 AD and beyond instead of traditional factors of production – land, labour and capital, knowledge and technology will become the critical factors. The winners will be the economies with the necessary skills and the losers will be nations who lack them.”   - Peter Drucker 2

“People cannot be developed; they can only develop themselves. For while it is possible for an outsider to build a man’s home, an outsider cannot give the man pride and selfconfidence in himself as human being. Those things a man has to create in himself by his own actions. He develops himself by what he does; he develops himself by making his own decisions by increasing his understanding of what he is doing, and why; by increasing his own knowledge and ability, and by his own full participation – as an equal in the life of the community he lives in”.   Julius Nyerere

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Communication may not save us, but without communication we will not be saved.” William F. Berkeley 

Communication is the secret of adjustment of compatibility.”

Communication is the life-blood of an

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WHY TEAMS ARE GOOD • TEAMS INCREASE PRODUCTIVITY • TEAMS IMPROVE COMMUNICATION • BETTER USE OF RESOURCES • TEAMS ARE MORE CREATIVE & MORE EFFICIENT AT SOLVING PROBLEMS • TEAMS MEAN HIGHER QUALITY DECISIONS • TEAMS MEAN IMPROVED PROCESS • TEAMS ARE INTEGRATIVE

WHAT MAKES TEAM WORK • Right Size

• Right Reason • Open Channel of Communication • Organizational Culture • Mutual Respect • Common Vision • Clear Mission • Positive Thinkers • Trust in others • Agreement of Cause • Fiercely independent and intensely collaborative • Leadership

INDIVIDUAL PERFORMANCE FACTOR IN TEAM PERFORMANCE = Individual Attribute (Capacity to Perform)

X

Work Effort (Willingness to to Perform

X

Organisation Support (Opportunity to Perform)

Individual Attribute

Work Effort

Organization Support

ORGANIZATIONAL COMMUNICATION

Environment Organization

People

1. Organizational communication occurs within a complex open system which is influenced by and influences its environment.

2. Organizational communication involves messages, their flow, purpose, direction and medium.

Messages

Organization Environmen t

3. Organizational communication involves people, their attitudes, feelings, relationships and skills. 4. Organizational communication is the flow of messages within a network of independent relationships.

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CHARACTERISTICS OF EXPERIENTIAL LEARNING * LEARNING IS BEST CONCEIVED AS PROCESS, NOT IN TERMS OF OUTCOMES

A

 

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LEARNING IS A CONTINUOUS PROCESS GROUNDED IN EXPERIENCE LEARNING IS AN HOLISTIC PROCESS OF ADAPTATION TO THE WORLD

* LEARNING BETWEEN ENVIRONMENT

INVOLVES TRANSACTIONS THE PERSON AND THE

 

*  

LEARNING IS THE PROCESS OF CREATING KNOWELDGE “LEARNING IS THE PROCESS WHEREBY KNOWLEDGE IS CREATED THROUGH THE 9

25 COMMON EMOTIONS WHICH MOTIVATE PEOPLE 1. TO MAKE MONEY

2. TO SAVE

MONEY

 

3. TO SAVE TIME

4. TO AVOID EFFORT

 

5. FOR COMFORT   7. FOR CLEANLINESS PAIN   9. FOR PRAISE

6. FOR HEALTH

11. TO ATTRACT THE POSSESSIONS OPPOSITE SEX   13.FOR ENJOYMENT

12. TO CONSERVE

8. TO ESCAPE

PHYSICAL

10. TO BE POPULAR

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25 COMMON EMOTIONS WHICH MOTIVATE PEOPLE 14.TO GRATIFY CURIORITY 15. TO PROTECT FAMILY   16.TO BE IN STYLE 17. FOR BEAUTIFUL POSSESSIONS   18.TO SATISFY IN BUYING 19. TO EMULATE OOTHERS   20.FOR SAFETY IN BUYING 21. TO AVOID CRITICISM   22.TO BE INDIVIDUAL 23. TO PROTECT REPUTATION   24. TO TAKE ADVANTAGE OF 25. TO AVOID TROUBLE OPPORTUNITIES

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A TYPICAL EXAMPLE OF COMMUNICATION DISTORTIONS Operation Halley’s Comet A Colonel issued the following directive to his Executive Officer:  

Tomorrow evening at approximately 2000 Halley’s Comet will be visible in this area, an event which occurs only once every 75 years. Have the men fall out in the battalion area in fatigues, and I will explain this rare phenomenon to them.  

In case of rain, we will not be able to see anything, so assemble the men in the theater and I will show them films of it.  

Executive Officer to Company Commanders:  

By order of the Colonel, tomorrow at 2000, Halley’s Comet will appear above the battalion area. If it rains, fall the men out in fatigues, then march to theater where this rare phenomenon will take place, something which

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Company Commander to Lieutenant:  

By order of the Colonel in fatigues at 2000 tomorrow evening, the phenomenal Halley’s Comet will appear in the theater. In case of rain, in the battalion area, the Colonel will give another order, something which occurs once every 75 years.  

Lieutenant to Sergeant:  

Tomorrow at 2000, the Colonel will appear in the theater with Halley’s Comet something which happens every 75 years. If it rains, the Colonel will order the Comet into the battalion area.  

Sergeant to Squad:  

When it rains tomorrow at 2000, the phenomenal 75-year-old General Halley, accompanied by the Colonel, will drive his Comet through the battalion area theater in fatigues.

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PERCEPTION FORMATION AND ITS EFFECT ON THE COMMUNICATION TRANSACTION CULTURAL CONTEXT PAST EXPERIENCE INFORMATION

PROCESS OF PERCEPTION FORMATION

SELECTIVITY

INTERPRETATION

CLOSURE

PERCEPTUAL FIELD

FORCES INTROSPECTION

HUMAN INTERACTIONS ORGANISATION: POSITION, JOB, REWARDS, PUNISHMENTS PEER GROUP: COMPETITION, STRESS, POWER

PHYCHOLOGICAL FIELD

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COMMUNICATION PERCEPTION 1.   2.   3.   4.   5.   6.

HOW I SEE MYSELF HOW I SEE YOU HOW I THINK YOU SEE ME HOW YOU SEE YOURSELF HOW YOU SEE ME HOW YOU THINK I SEE YOU 15

HOW TO ORGANISE YOUR PRESENTATION

AVOI D THIS

It is a good idea to start by developing objectives. Once this is done you need to assess the audience thoroughly. You must complete these steps before you separately brainstorm the main points and the sub-points of your presentation. If it’s a persuasive presentation, then you also must decide what the benefits are. You then gather factual information and prepare an outline of your presentation. Also prepare any visual aids, handouts and notes you will need. And don’t forget to practise!

This chart is more effective when it is set up as follows:

HOW TO ORGANISE YOUR PRESENTATION

THIS IS BETTE R

1. Develop objectives 2. Assess the audience 3. Brainstorm the main ideas and sub-points 4. Prepare visual aids, handouts and notes 5. State the benefits (in a persuasive presentation) 6. State main ideas in preview and review sentences 7. Develop the introduction and conclusion

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TIPS FOR EFFECTIVE SPEECH DELIVERY 1.   2.   3.   4.   5.   6.

YOUR POISE AND POSTURE YOUR GESTURE YOUR EYE CONTACT YOUR VOICE MODULATION YOUR ENTHUSIASM YOUR CONFIDENCE  17

Effective Speaking “The man who can think and does not know how to express what he thinks is at the level of him who cannot think” -Pericles 1.

Dr Paul Rankin of the Ohio State University – People are spending 75% of their working time in verbal communication. Of this : 9% in writing 16% in reading 30% in speaking, and 45% in listening (- 1927 study)

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Three factors in speech -

The speaker How he speaks What he speaks

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3.

Developing the speaking skill -

A sense of urgency An understanding of the benefits Basic principles Sufficient practice based on these principles Forming positive habits Continual self-development ABC theory of driving skill

4.

Nervous tension

5.

Why do people feel nervous? Turn nervous tension into an asset Proper practice is the key to all skills development.

6.

Logical approach to effective speaking a.

Determine Speech Purpose - to stimulate (inspiration, emotional arousal) - to convince (belief, intellectual agreement) - to actuate (definite observable action) - to inform (clear understanding) - to entertain (interest an enjoyment)

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b.

Analyze the audience and occasion

- audience (size, age, sex, education, occupation, knowledge of subject, attitudes, primary interests and desires) - Occasion (purpose of gathering, rules and customs, what will precede or follow, physical conditions) c.

Selection of subject -

a a a a

subject subject subject subject

the speaker knows that is interested to the speaker that is interesting to audience that can be understood by the audience

- a subject that can be adequately covered within the allotted time. d.

Gathering the materials required for speech -

personal experience interviews printed materials letters & questionnaires broadcasts, etc.

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7.

e.

Making an outline (A plan of action)

f.

Converting thoughts into words

g.

Preparation for effectiveness

Personality of the speaker -

8.

relaxation (physical, mental) rhythm (emphasis, accent / pitch, rate and pause) a direct approach to audience a sense of communication being conversational using one’s individuality sincerity, earnestness & enthusiasm

Conviction -

`con’ means within and `viction’ means to conquer.

RKS/NAARM/2004

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EFFECTIVE PRESENTATION TECHNIQUE 1.

GIVE YOUR LISTENERS TO HELP THEM FOLLOW YOUR IDEAS

 

2.

DOIN’T START OFF ON THE WRONG FOOT

 

3.

KEEP YOUR CONCLUSION SHORT

 

4.

BE ALERT TO YOUR AUDIENCE

 

5.

MAINTAIN EYE CONTACT WITH THE AUDIENCE

6.

VARY THE SPEED AT WHICH YOU TALK

 

 

7.

MAKE SURE THAT EVERY ONE IN THE ROOM CAN HEAR

8.

USE NATURAL GESTURES

9.

AVOID PUTTING YOUR HAND NEAR YOUR FACE

 

 

 

10. USE PAUSES EFFECTIVELY  

11. TALK FROM NOTES RATHER THAN FROM A SCRIPT  

12. ELIMINATE BAD HABITS  

13. NEVER MEMORISE YOUR PRESENTATION

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BE A LEADER

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leader’s job often includes changing people’s attitudes and behaviour. Some suggestions to accomplish this: PRINCIPLE 1.

BEGIN WITH PRAISE AND APPRECIATION

2.

CALL ATTENTION TO PEOPLES MISTAKES INDIRECTLY

3.

TALK ABOUT YOUR OWN MISTAKES BEFORE CRITICISING THE OTHER PERSON

4.

ASK

5.

LET THE OTHER PERSON SAVE FACE

6.

PRAISE THE SLIGHTEST IMPROVEMENT AND PRAISE EVERY IMPROVEMENT. BE “HEARTY IN YOUR APPROBATION AND LAVISH IN YOUR

7.

GIVE THE OTHER PERSON A FINE REPUTATION TO

QUESTIONS

INSTEAD

OF

GIVING

DIRECT

ORDERS

PRAISE”

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Four Roles of Leadership Leadership is communicating to people their worth and potential so clearly that they come to see it in themselves. Modelling

Inspires trust without expecting it (Personal Moral Authority)

Path finding

Creats order without demanding it (Visionary Moral Authority)

Aligning without

Nourishes both Vision and Empowerment Proclaiming them (Institutional Moral Authority)

Empowering

Unleashes human potential without externally motivating it. (Cultural Moral Authority)

Leadership without the discipline of execution is incomplete and ineffective. Without the ability to execute, all other attributes of leadership become hollow.

Source : The 8th Habit, Stephen R. Covey, 2004 RKS/NAARM/2005

Moral Authority and Servant Leadership The Level 5 Hierarchy Good to Great – Jim Collins

Level 5 Executive Level 5

Builds enduring greatness through a paradoxical combination of personal humility plus professional will.

Effective Leader Level 4

Level 3

Catalyzes commitment to and vigorous pursuit of a clear and compelling vision; stimulates the group to high performance standards

Competent Manager Organizes people and resources towards effective and efficient pursuit of predetermined objectives

Contributing Team Member Level 2 Level 1

Contributes to the achievement of group objectives; works effectively with others in a group setting

Highly Capable Individual Makes productive contributions through talent, knowledge, skills and good work habits Source : The 8th Habit, Stephen R. Covey, 2004. RKS/NAARM/2005

Levels of Initiative or Self Empowerment Taking initiative is a form of self-empowerment. No formal leader has empowered you. The organizational structure has not empowered you. Your job description has not empowered you. You empower yourself based on the issue or the problem or the challenge at hand. You exercise the appropriate level of initiative or self empowerment.

Trust

Graphic Representation LEVELS OF INITIATIVE / SELF-EMPOWERMENT Do it Do it and report periodically

Trustworthiness

Do it and report immediately I Intend to Make recommendation Ask Wait until told

Source : The 8th habit by Stephen R. Covey 2004, N.Y. Simon and Schuster

SIX WAYS TO MAKE PEOPLE LIKE YOU PRINCIPLE 1 BECOME GENUINELY INTERESTED IN OTHER PEOPLE.  

PRINCIPLE 2 SMILE  

PRINCIPLE 3 REMEMBER THAT A PERSON’S NAME IS TO THAT PERSON THE SWEETEST AND MOST IMPORTANT SOUND IN ANY LANGUAGE  

PRINCIPLE 4 BE A GOOD LISTENER. ENCOURAGE OTHERS TO TALK ABOUT THEMSELVES.  

PRINCIPLE 5 TALK IN TERMS OF THE OTHER PERSON’S INTERESTS.

  PRINCIPLE 6 MAKE THE OTHER PERSON FEEL IMPORTANT AND DO IT SINCERELY. Source: Dale Carnegie/How to Win Friends and Influence People, 1982

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 GET WHAT YOU WANT OUT OF LIFE - Robert Megarvey We all have dreams Here’s how to make them come true

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DEFINE YOUR OBJECTIVE PUT IT ON PAPER MAP YOUR STRATEGY SET A DEADLINE COMMITT YOURSELF DON’T FEAR FAILURE PERSIST, PERSIST IT’S NEVER TOO LATE

This is the power of goals: they can give us new energy, new direction, a purpose we might have lacked and they can perhaps help us get the most out of life.

  Source : Readers Digest, August 1992

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Whoever makes two ears of corn, or two blades of grass to grow, where only one grew before, deserves better of mankind and does more essential service to his country…..”   - JONATHAN SWIFT GULLIVERS TRAVELS

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Take Time Take time to think; It is the source of power. Take time to read; It is the foundation of wisdom. Take time to play; It is the secret of staying young. Take time to be quiet; It is the opportunity to seek God. Take time to be aware; It is the opportunity to help others

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Take Time Take time to love and be loved; It is God's greatest gift. Take time to laugh; It is the music of the soul. Take time to be friendly; It is the road to happiness. Take time to dream; It is what the future is made of. Take time to pray; It is the greatest power on earth

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