W. A. T. C.

H.
W= WORDS

A = ACTIONS

T = THOUGHTS

C = CHARACTER

H = HEAD & HEART

 WELCOME
TO THE
One Day
Seminar on
HEAD,
Communication &
Interpersonal
HEART &
Skills
HANDS
OF
Pres entatio n
NAGARJUNA
For
Nag arj una
Fe rtil ize rs &
Che micals Ltd .
Hy derab ad

Prof. V. Viswanadham
Importance,
Basic Principles,
Process,
Types,
Channels, etc.
[ in the organizational context ]

Compiled and presented by:

Prof. V. Viswanadham
 Need for Communication

• Very strong in Human beings

• Considered as a basic need,
as in the case of eating, sleeping, etc.
• Established as both a social &
individual need
 Intended message
is frequently
mis-communicated,
misunderstood,
mis-quoted or
even missed altogether
because of ineffective
interpersonal communication skills.
 Communication helps :
people reach some understanding
of each other,
learn to like each other,
influence one another,
build trust,
and learn more about themselves and
how people perceive them.
 People
who communicate effectively
know
how to interact with others
flexibly,
skillfully, and
responsibly,
but without sacrificing
their own needs and integrity.
 Communication plays
a very significant part in human life.
In today’s team-oriented workplace,
workplace
the development of
effective communication skills and
good interpersonal communication skills
constitute important keys to success.

To build the competence and commitment

of employees,
a manager has to … … … ?
In an organisation,
Uniqueness of
groups,
departments, Organisational
branches and Communication
services,
tend to develop
philosophies,
strategies,
tactics, and
views of their own
which promote,
sustain and
protect
their own special interests.

At times, these different things

may sub-optimise the organisational goals
thus creating conflict situations
Benefits of improving communication skills

• Understand better what others are saying.

• Better understand how to get your own
message across.
• Enhance relationships.
• Increase productivity.
• Reduce stress.
 Importance Of Communication

• Orga ni za ti onal / Fun ct io nal : greater information

access and awareness
• Imp rov es co ordi nat ion: reduces logical gaps
• En co ur ag es co ope rat ion: helps bring everyone in the
mainstream
• Gives a direct io n: to tasks and activities
• Mo ral e an d emp owe rme nt
• Decis ion ma king aid
• Sp eeds up the organizational processes
• Bette r f ocu s on customer requirements
• Generates a greater sense o f o rgan iz ational
com mitm ent a nd in volv eme nt
• A pr oble m solv ing t ool: by clarity, preciseness and
feedback
Wha t n eeds to be co mmu nic at ed

Information/data + Attitudes

Values
Moods
Emotions
 Communication
is a two-way process
of giving and receiving information
through one or more
number of channels.
 Communication

Communication
is the process of sending and receiving
messages
 What is Communication ?
• Communication is an exchange of information
from the sender to the receiver
with the message being understood
as intended by the sender
Spea ks
Writ es
Act s
Idea Encode Sender Dra ws
Words
Ac tion s
Pic tu re s
Symbols Nu mber s

Decode The receiver Idea

Lis ten s
Re ads
Obs er ve s
THE COMMUNICATION PROCESS
 COMMUNICATION PROCESS
Ideas, Info, Intentions
Necessitymessage
of usinginwords, symbols
Interpreting terms of
Its final
and Purpose background shape and form
or formsexperience depends
manner on
in a preciseand
the channel selected and the speed
expectation

ENCODING MESSAGE DECODING

SOURCE

FEEDBACK RECEIVER

Understood and
acted in the light
of it
 COMMUNICATIVE LANGUAGE PROCESSES

To act as a speaker, writer, listener or reader,

the learner must be able to act out
a sequence of skilled actions.
To speak, the learner must be able to :
Plan and organize a message (cognitive skills);
Formulate a linguistic utterance (linguistic skills);
Articulate the utterance (phonetic skills);
To write, the learner must be able to :
Organize and formulate the message (cognitive and linguistic
skills);
Hand-write or type the text (manual skills)
 To listen, the learner must be able to:
Perceive the utterance (auditory phonetic skills);
Identify the linguistic message (linguistic skills);
Understand the message (semantic skills);
Interpret the message (cognitive skills);

To read, the reader must be able to:

Perceive the written text (visual skills);
Recognize the script (orthographic skills);
Identify the message (cognitive skills).
Understand the message (semantic skills);
Interpret the message (cognitive skills).
 Fl ow o f com mun icat ion

At t he w orkp la ce
* Upward
From subordinates to superior
* Downward
From superiors to the subordinates
* Lateral
From one employee to another
 Types of communication

Formal

Informal
 COMMUNICATION NETWORKS

• Formal communication network :

follows the hierarchical structure
of the organization,
or the "chain of command."

• Informal communication network:

involves communication
that follows the "grapevine."
 Formal Communication

HEAD

Instructions and directives

Information

Managers Manage rs

Work er s Worke rs Work er s Workers

Efforts at coordination
 DIRECTION OF COMMUNICATION FLOW

Downward communication
flows from upper management down
to the employees at lower ranks.
Job instruction
Ideology
Information
Feedback

Upward communication
is initiated by those at the lower levels of the organization
positive
timely
support current policy
CHANNELS OF COMMUNICATION

Face to Face
Interactive TV - high speed connections (two way)
Video-Voice / Data Channel (one way)
Telephone
E-mail
Personal written correspondence
Formal written message
Public speaking
Data Reports
Broadcast e- mails / reports
 CHANNELS OF COMMUNICATION

VOCAL NON-VOCAL

VERBAL SPOKEN WORDS WRITTEN WORDS

NON- SIGH FACIAL

EXPRESSION
VERBAL
GRUNT POSTURE /
GESTURE

INFLECTION SPATIAL
RELATIONSHIP
 Whether
one is speaking informally
to a colleague,
addressing formally
a conference or meeting,
writing a newsletter article or
Preparing a formal report,
the following
11 basic principles apply:
1.Know your audience.
2. Know your purpose.
3. Know your topic.
 4. Anticipate objections.
5. Present a rounded picture.
6. Achieve credibility
with your audience.
 7. Follow through
on what you say.
8. Communicate a little
at a time.
9. Present information
in several ways.
 1. Use multiple
communication techniques.
4. Develop a practical, useful way
to get feedback.
 Communication is complex.

When listening to, or

reading someone else's message,
we often

FILTER
what's being said
through a screen of our own opinions.

One of the major

barriers to communication
is our own ideas and opinions.

What are
Communication Misconceptions ?
What are Communication Misconceptions ?

WORDS HAVE MEANING, BUT

MEANINGS ARE NOT IN WORDS.
Your perception about the world
is not the same as mine.
Our experiences may give

different
colors and hues, life and meanings to words.
And because
your perception determines
the meanings you attribute to words,
in communication,
the message SENT is not necessarily
the message RECEIVED.
And for your listeners,
real communication is the communication they received.
What are Communication Misconceptions ?

WORDS HAVE MEANING, BUT

MEANINGS ARE NOT IN WORDS.
Your perception about the world
is not the same as mine.
Our experiences may give

different
colors and hues, life and meanings to words.
And because
your perception determines
the meanings you attribute to words,
in communication,
the message SENT is not necessarily
the message RECEIVED.
And for your listeners,
real communication is the communication they received.
 What are Communication Misconceptions ?

MORE COMMUNICATION IS NOT ALWAYS BETTER.

Too much talking is, many a time, counter-productive.

How much talking ?

The decision is contextual.

Study the audience.

audience
Let not the audience got bored, irritated,
and come to the conclusion that –
the speaker does not know
how to manage his time,
the content of his message, and himself.

Sometimes, it is much better to stop talking.

 What are Communication Misconceptions ?

NO SINGLE PERSON OR EVENT

CAUSES
ANOTHER REACTION.

Earlier events, their impact and intensity,

earlier experience, may be with other persons,
and of course, earlier experience,
with the same person –
all combined together
is likely to cause the
REACTION
 What are Communication Misconceptions ?

COMMUNICATION CAN SOLVE ALL PROBLEMS.

Communication, no doubt helps in solving problems.

However,
it is best to bear in mind that
communication
will not solve all problems.

Problems of people are not only caused by

miscommunication.
Communication is Transactional
Each person is both
sending and receiving simultaneously.

Parties
communicating
have an impact on each other
Communication is a Process
Changes
in events and relationships
are part of a continuous flow.
Every
communication experience
is the result of
the accumulation of experiences
preceding the present one.

Every new experience

affects the future ones.
 Communication
Rights and
Responsibilities

1. You have the right to

be treated with
respect.

1. You have the

responsiblity to treat
others with respect.
 Communication
Rights and
Responsibilities

2. You have the right

to have and express
your own opinions

2. You have the

responsibility
to listen to
the opinions of others.
 Communication
Rights and
Responsibilities

3. You have the right to ask for

what you need and want
in order to be effective

3. You have the responsibility

to acknowledge and address
the needs of others.
Workplace Communications

5
types of communication
relationships:

Collaborative,
Negotiative,
Competitive,
Conflictive and
Non-recognition.
Non-Verbal Communication:
People send messages to each other
without talking.

They communicate through

facial expressions,
head positions,
arm and hand movements,
body posture,
positioning of legs & feet, and
the way people use “space”
Body Language

• Interpreting body language is vital

in any communication process
• Observe the body movements and postures
• Match the other person’s body language,
if appropriate and if required.
Two b asic grou ps of bod y lan gu ag e
OP EN/CLO SE D a nd
FOR WAR D/BACK
RESPO NSIVE REFLECT IV E FU GIT IVE CO MB ATIVE
LISTENI NG BO RE D LE T ME SPEA K
ENGA GED
head tilted staring into space finger tapping
leaning forward
lots of eye slumped posture foot tapping
open body
contact doodling staring
open arms
nodding foot tapping AGG RES SIVE
open hands
high blink rate LET ME GO leaning forwards
EAG ER
EV ALUA TING feet towards door finger pointing
(sprint position)
sucks glasses/ looking around fists clenched
open legs
pencil buttoning jacket DEF IAN T
feet under chair
strokes chin REJE CT IO N (standing)
on toes
looks up and right sitting/moving back hands on hips
leaning forward
legs crossed in arms folded frown
REA DY TO
4 pos. legs crossed 11 pos LYI NG
AGRE E
(ankle on knee) (thigh on knee) head touches face hand
closes papers
ATTENT IV E down frown over mouth pulls
pen down
(standing) DEFEN SIVE ear eyes down
hands flat on table
arms behind back (standing) glances at you
smile open feet feet pointing in shifts in seat
hands clenched looks down and
to left
 Being aware of non-verbal communication,
one can interpret the signals of others,
or send signals to others.

Awareness of non-verbal communication

helps people:

• Project an image of confidence and knowledge.

• Demonstrate power or influence
• Express sincerity, interest and cooperativeness.
• Create trust.
• Recognize personal tension in self and others.
• Identify discrepancies between what people are
saying and what they are actually thinking.
• Change behavior and environment
to encourage productive discussion.
 Intrapersonal Communication:

When people talk to themselves,

communication takes place within the brain.

Individual reflection, contemplation,

meditation are
examples of Intrapersonal
Communication.

It embraces their thoughts, experiences and

perceptions during a communication event.

Behavior responses
on all other levels of communication
Interpersonal Communication:
This type of communication can occur
in both a one-on-one and
a group setting.

This also means being able to handle

different people in different situations and
making people feel at ease.

Gestures such as eye contact, body

movement, and hand gestures
are also part of interpersonal
communication.
Interpersonal Communication:
… contd.

The most common functions of

interpersonal communication are
listening,
talking and
conflict resolution.

Types of interpersonal communication

vary from verbal to non-verbal and
from situation to situation.
Communication Styles
Every time a manager speaks,
s/he chooses and uses
one of four basic
communication styles:
Passive
Aggressive,
Passive-aggressive and
Assertive.
 1.Passive Style:

Passive communication is based on compliance and

hopes to avoid confrontation at all costs.

In this mode, people do not talk much,

question even less, and actually do very little.

They usually have a low sense of self-esteem, and have a

difficult time
recognizing their own needs and
knowing how to meet them more appropriately.

They internalize discomfort rather than risk, upsetting

others.

This style tends to result in a lose-win situation, and results

in feelings of victimization, resentment,
and a loss of a sense of control.
 2. Aggressive Style:

Aggressive communication
always involves manipulation.

Managers adopting the aggressive style create a

win-lose situation.
They use intimidation and control
to get their needs met,
and they are disrespectful and hurtful to
others in communications.

They have the underlying beliefs that

power and control are
the only way to get needs met.
They operate from a real sense of inadequacy
and may have a lack of empathy for others.
 3. Passive-aggressive Style:

A combination of styles, passive-aggressive

avoids direct confrontation (passive),
but attempts to get even
through manipulation (aggressive).
The passive-aggressive people
incorporate elements of both the styles.

They try to use

procrastination, forgetfulness,
and intentional inefficiency
rather than being direct aggressive in
their communications with others.
This style of communication often leads to
office politics and rumour-mongering.
 4. Assertive Style:

The most effective and healthiest form of

communication is the
assertive style.
It’s how people naturally express themselves when
their self-esteem is intact,
giving them the confidence to communicate without
games and manipulation.
The assertive people are direct
with the goal of creating a win-win situation. They
operate from the belief that
each person is responsible for solving
his or her own problems, and
neither party in communication has to justify
themselves to each other.
They take responsibility
for their own decisions and actions.
 FOUR APPROACHES TO SPEAKING

 MY WAY OR THE HIGHWAY: THE AGGRESSIVE APPROACH

 “You must…”
 “Because I said so”
 “You always/never….”

There is nothing subtle to the aggressive approach.

The following are the common behaviours :

 Blaming, accusing
 Intimidating body language
 Demanding, ordering
 Raised voice
 Harsh, personal language
 Verbal browbeating
2. THE APPEASING WAY: THE NON ASSERTIVE APPROACH

 “Uh…if that’s the way you want to do it...um, that’s fine with me.”
 “I don’t know if I could do that.”
 “I’ll talk to him soon about that problem; I’ve been really busy.”
 “I am sorry to ask you.”
 “I hate to bother you.”
 “May be that’s a good idea”
Behaviours:
 Soft voice
 Overly agreeable, no point of view expressed
 Avoidance
 Withdrawn body language
 Sounding unsure
 Beating around the bush
 Sounding hopeless and helpless
 3. SUBTLE BUT AGGRAVATING:
THE PASSIVE - AGGRESSIVE APPROACH

 “I knew that wouldn’t work.”

 “If that’s the way you want it…..”
 “How could you even think of that?”
 “When was the last time you helped me?”
 “The problem with Joe is….”

Behaviours:
 Appears to agree but really does not agree
 Tells others but not the source of concern
 Makes subtle digs and sarcastic remarks
 Keeps score and sets conditions
 Nonverbal message contradicts the verbal massage
 Holds back expressing concern or providing assistance
 Criticizes after the fact
4. STRAIGHT AND POSITIVE:
THE ASSERTIVE APPROACH
 “Yes that was my mistake.”
 “As I understand your point…..”
 “Let me explain why I disagree with that point.”
 “Let’s define the issue and then explore some options to help
resolve it.”
 “Please hear me and then work with me to resolve my concern.”
Behaviours:
 Takes responsibility
 Listens actively
 Takes initiative
 Speaks up, is direct and constructive
 Shows sincerity
 Is solution focused
 Assumes confident voice and body language
 Addresses concerns directly to the source
 Requests needs
 Understanding
the four basic types of communication
will help managers learn
how to react most effectively
when confronted with a difficult person.

They always have a choice as to

which communication style to use.

If they are serious about taking control of their life,

they should practice being
more assertive.
It will help them diffuse anger,
reduce guilt and build relationships -
both personally and professionally.
 STRATEGIES FOR DEVELOPING
ASSERTIVE COMMUNICATION
• Watch your body posture – practice using an
open, assertive body language and voice.
• Think before you speak.
Take a few seconds to make sure
you are conveying the right message,
and in the way you want to convey it.
• Don’t apologize if it’s not warranted.
• Remember it is ok to say “no”.
• Remember everyone is entitled to an opinion,
and don’t try to convince others beyond a limit.
 3. Reading:

Good reading habits and strategies help managers handle their tasks
more efficiently.

six reading strategies for optimal results:

• Knowing what is needed to be known, and reading

appropriately
• Knowing how deeply to read the document:
skimming, scanning or studying
• Using active reading techniques to pick out key points
and keeping the mind focused on the material
• Using the table of contents for reading magazines and
newspapers, and clipping useful articles
• Understanding how to extract information from different
article types
• Creating a table of contents for reviewing material
Barriers to communication
INITIATION OF MESSAGE

Different personalities of sender and receiver

Different perceptions of sender and receiver

Receiver evaluates credibility of sender

Words have different meaning

Receiver hears what he wants to hear

Code not understood

Noise

Distorted message
 Common Roadblocks to
Communication

Communication roadblocks are an inevitable

aspect of every workplace.

These roadblocks distort

the normal flow of communication.

Managers should realize

the importance of understanding
the interpersonal communication process
at the workplace, focusing on:
Communication Roadblocks

• The way minds work

• Sender’s behavior
• Receiver’s behavior
The way minds work

1. Perceptions of the reality

2. Prejudices
3. Perceptions of the relationships
4. Gender differences
 Sender’s behavior

1. Inability to choose the right word

2. Different words may mean different things
to different people
3. Hiding Thoughts and Feelings
4. The Sender may be blind to others’ emotions
or blinded by them
 Receiver’s behavior

1. Hearing through own filters

2. Receivers are easily distracted –
- lower levels of ability to concentrate
3. Reactions that block communication
4. Offering solutions by interrupting
5. Avoiding others’ concerns
 How to overcome
Communication Roadblocks ?

• Effective Listening
• Reading body language
• Effective Speaking
• Skill Training
The Process of Listening
 Types of Listening
• Active vs. Passive
• Positive vs. Negative

• What Kind is it?

– Appreciative
– Empathic
– Discriminative
– Analytical
Effective Listening
Behaviors that support
effective listening

Behaviors that hinder

effective listening
Effective Listening

Behaviors that support effective listening

• Maintaining relaxed body posture

• Leaning slightly forward if sitting
• Facing person squarely at eye level
• Maintaining an open posture
• Maintaining appropriate distance
• Offering simple acknowledgements
• Reflecting meaning (paraphrase)
• Reflecting emotions
• Using eye contact
• Providing non-distracting environment
Effective Listening

Behaviors that hinder effective listening

• Acting distracted
• Telling your own story without
acknowledging theirs first
• No response
• Invalidating response, put downs
• Interrupting
• Criticizing
• Judging
• Diagnosing
• Giving advice/solutions
• Changing the subject
• Reassuring without acknowledgment
1. Listening

Since people have two ears and only one mouth, listening might
be the most important communication skill. Unfortunately few
people are good listeners. Listening is more than merely
hearing with our ears. Listening is a combination of what
another person says and involvement with the other person
who is talking.

Active listening is a way of listening and responding to another

person that improves mutual understanding, overcoming
communication roadblocks. There are five levels of active
listening:

(7) Basic Acknowledgments

(2) Questions
(3) Paraphrasing
(4) Mirroring feelings
(5) Reflecting meanings
1. Listening
(3)Basic Acknowledgments:
Basic acknowledgements include
verbal,
visual – nonverbal signs and
vocal sounds

that let the speaker know

how the audience is listening with interest and
respect, such as:

head-nodding,
leaning forward or backward,
making eye contacts,
“uh-huh”, “oh really”, “no-kidding”, ‘tell me more”,
“I hear you”, “so..”, “I see”, “yes”.
1. Listening

(2) Questions:

The idea of asking questions may seem

contradictory to the idea of listening. But,
an active listener is asking questions in order to
show the speaker his/ her interest
(a) in what is being said
(b) in knowing more to gain a better
understanding of the speaker’s point of view.

Open-ended questions are preferable to close-ended

questions, because they are providing opportunities
for the speaker to open up, to explore his/ her
thoughts and feelings.

It is also important to ask one question at a time.

1. Listening

(3) Paraphrasing:

Paraphrasing focuses
on the speaker’s content, and
summarizing what was said
in order to clarify and confirm correct
understanding.

The steps of the paraphrasing process are:

(a) Let the speaker finish what he/she wanted to say.

(b) Restate with your own words what you think the
speaker has said
(c) If the speaker confirms your understanding
continue the conversation
(d) If the speaker indicates you misunderstood ask
the speaker to repeat. “I do not understand.
Could you please say it again?”
1. Listening
(4) Mirroring feelings
Mirroring involves reflecting back to the speaker the
emotions s/he is communicating. Do not miss the
emotional dimension of a conversation, by focusing
exclusively on the content. Encourage the speaker to
disclose feelings – may be joy, sorrow, frustration,
anger or grief. The reflection of feelings will help the
speaker understand his/ her own emotions and
move toward a solution of the problem.

In order to understand and mirror feelings:

(a) Observe the feeling words the speaker uses.

(b) The speaker may not use feeling words at all because
suppression of feelings is so widespread in our culture. Then,
focus on the content and ask yourself: If I were having that
experience, if I were saying and doing those things what
would I be feeling?
(c) Observe the body language, facial expressions, the tone of
the voice, gestures and posture.
1. Listening

(5) Reflectingmeanings
Once a person knows how to reflect feeling and
content separately it is relatively easy to put the two
together into a reflection of meaning.
It would be useful to use the formula:
“You feel (insert the feeling word)
because (insert the event or other content
associated with the feeling)”

Summative Reflections
A summative reflection is a brief restatement of
the main themes and feelings the speaker expressed
over a longer period of discussions.

A good summarization may help the speaker have a

greater coherence, a better understanding of the
situation and draw conclusions.
2. Body Language – Reading the Body Language

Non-verbal communication, i.e. body language, has been a

means of interpersonal communication and was used long
before language appeared.

In a message, words are effective carriers of factual

information. The content of the conversation can be
important. But when emotions are engaged they should
receive primary attention and they are mostly conveyed by
non-verbal elements.

Understanding the body language is one of the most

important skills for effective communication.

In order to do it:
Body Language – Reading the Body Language

Focus attention on the important clues:

Facial expression – especially eyes

Vocal expression

Tone of the voice gives information about speaker’s

feelings, anger, boredom, depression,
enthusiasm or disbelief

Posture and gestures – movements of the head, legs,

and hands reveal the levels of self-esteem and
inner energy

Clothing and environment style give clues

about personal characteristics
Body Language – Reading the Body Language

Note discrepancies
When there is a discrepancy
between words and body language,
both messages are important.
Search for the meanings – the contradictions

Be aware of own feelings and

bodily reactions
Non-verbal communications
can by-pass the conscious mind and
trigger responses.

By becoming aware of what one’s body is experiencing

one becomes more sensitive to
what other people are feeling.
Body Language – Reading the Body Language

Reflect the feelings back to the sender

Read non-verbal signs in the context.

Sometimes, body language is very clear and
unambiguous,
but at other times it can be difficult to decipher.

But mastering the art and science of

decoding the non-verbal signs
can improve communication dramatically and
overcome many obstacles.
Body Language – Reading the Body Language

3. Speaking
When sending a message as speakers, people should:
• Know what they mean and express it clearly,
with respect and sensitivity.
• Check or build the common understanding of
the words they use, because words
can have different meanings for different
people, especially if coming from different
cultures and educational backgrounds
• Use de-escalatory language, resist the
temptation to make personal attacks and
accuse, by replacing accusatory “you”
statements with less provocative “I”
statements.
4. Skill Training
Skill-building training can improve communication
abilities.
Reading Books and/or attending training programmes,
will surely improve your understanding and
knowledge of the main concepts.

Higher levels of communication effectiveness

can be reached only through
intensive and well-designed training programs.

More importantly, continuous and committed practice

on the part of the individual is particularly
necessary for skill development.
 IT ISN’T JUST WHAT YOU SAY
BUT HOW YOU SAY IT
 What you say is important,
but how you say it often carries more weight
 Most people haven’t been taught how to truly listen;
therefore, you can’t count on them to listen fully and
effectively when you speak to them
 Make steady eye contact
 Maintain eye contact
 Look in the right places
 Posture
 Facial expressions - tells all or nothing at all
 Gestures - use in unison with your speech
 Project your voice - vary speed and pitch
 Show inflection in your voice
 Display sincerity in your tone
 Enunciate your words clearly
 Insert pauses occasionally in your message
 Match your pace with your listener’s pace of speaking
 AV OI D:
Staring and glaring
Looking away and all round
Darting glances
Blinking excessively
Focusing on one person, not
everyone
Glazing over
Invading space
Hovering over the listener
Looking blank
Looking stern
Folding your arms
Displaying threatening gestures
Showing no gestures
Exhibiting distracting habits
Sounding uncertain
Being too soft spoken
Speaking too slowly
Mumbling
Being too loud
Dropping voice at the end of the sentence
Sounding monotonous
Putting people down with your tone
Having harshness in your tone
Speaking too fast
Using excessive filler sounds.
Sugarcoating
 Feed Back

Known Unknown
to self to self
E
X
P Known
O Blind
to Arena
S Spot
U Others
R
E Unknown
to Facade Unknown
Others

Communication – Johari Window Model

 Ten Commandments of
Effective Listening

1. Stop talking!
You cannot listen when you are
talking. You will only be thinking
about what you are going to say next
instead of paying attention to what
the other person is trying to say.
Consciously focus your attention on
the speaker.
2. Put the speaker at ease:
Relax, smile, look at the speaker and
help that person feel free to talk.
Look and act interested.
Remove distractions:
close the door;
stop what you are doing, and
pay attention.
3. Pay attention
to the nonverbal language of
physical gestures, facial expressions, tone of
voice, and body posture.
[An authority on nonverbal language says that 55 percent
of the message meaning is nonverbal, 38 percent is
indicated by tone of voice, and only 7 percent is conveyed by
the words used in a spoken message.]
Few people know how to listen to the eyes;
what a tapping foot means; a furrowed brow;
clenched fist; the biting of nails. These often
reveal the key feelings behind the words.
4.Listen for what is not said also.
Ask questions to clarify the meaning of words
and the feelings involved, or ask the speaker to
enlarge on the statement.

People often find it difficult to speak up about

matters or experiences that are very important
or highly emotional for them. Listen for how the
speaker presents the message. What people
hesitate to say is often the most critical point.
5.Know exactly what the other person is saying.
Reflect back what the other person has said
in a "shared meaning" experience so that
you can completely understand the meaning
and content of the message before you reply
to it.
A good listener does not assume they
understand the other person. You, as the
listener, should not express your views until
you have summarized the speaker's message
to his satisfaction.
6.Be aware of "tune out" words.
These are words which appear in the
media that strike an emotional chord in
the listener and interferes with attentive
listening (e.g. abortion, nuclear war,
communism, homosexuality).

Avoid arguing mentally. Listen to

understand, not to oppose.
7.Concentrate on "hidden" emotional meanings.

What are the real feelings behind the words?

What is the tone of voice saying?
What does the emphasis on certain words
mean?
Notice how the meaning of the following
question is changed when you change the
emphasis from one word to the next.
– What do you want?
– What do you want?
– What do you want?
– What do you want?
8.Be patient.
Don't interrupt the speaker.
This is disrespectful and suggests
you want to talk instead of listen.
Allow plenty of time for the speaker
to convey ideas and meaning.
Be courteous and give the speaker
adequate time to present the full
message.
9.Hold your temper!
Try to keep your own emotions from
interfering with your listening efficiency.
When emotions are high, there is a
tendency to tune out the speaker,
become defensive, or want to give
advice.
You don't have to agree to be a good
listener.
Don't argue! Even if you win, you lose.
10.Empathize with the speaker.
Try to "walk in the other's
moccasins" so you can feel what
that person is feeling and
understand the point of view the
speaker is trying to convey.
 Conclusion
• "What is so important about listening? I listen!"
• Sure you do. But how? How adept are you, for example,
in getting people to come right out and really talk to you?
• Before you can get the most out of a listening situation,
others must first believe that you really want to listen.
They must feel that when they tell you something, it will
be received by you in the proper spirit.
• Learn to listen beyond the words, with your heart as well
as your ears.
• Observe the signs of the inner feelings such as voice
quality, facial expressions, body posture and motions,
etc. These actions are revealing, and sometimes may
have an opposite meaning from the spoken word.
• A friend put it this way: "You listened as if you wanted to
hear what I was going to say, as if it was really important
to you. And that makes me feel good!"
 Communication Ethics

If knowledge is power, - implying that information is

knowledge, and if we have information, then we must
respect and handle our communication with restraint.

Key Po ints :
• maintain confidentiality -
Confidential information is trust reposed
- not trust betrayed
• Certain information is `need to know’ - the job demands
it, certain information is `desire to know’ - it may help in
my job, and certain information is `desirable to know’, it
may increase my power, fame and status.
 …. Communication Ethics

• Ownership of information - Permission of the owner is a

must before using it.
• Knowledge of information vs. use of information - having
information does not mean you can use it.
• Communication must flow through a proper channel -
cutting across channels causes heartburns, hurt and
misunderstandings
• Timing and place - be careful and be sensitive to it.
• Gossiping - is like `stabbing in the back’
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