Communication ? How imp ?

The ability to communicate effectively ma

be the Number One Management Quality

{impact of communication skills on ability of managers and leaders t

succeed or fail is huge}

Communication is the GLUE or LIFE BLOOD of an

Organization
Gears that lubricate the machinery of the Organization
Key

to effective and persuasive

communication : demonstrate zeal and
enthusiasm in what and how you
communicate

Communication Skills
Trust is the glue of life. Its the most essential ingredient
in effective communication. Its the founding principle
that holds all relationships - Stephen Covey
If I only had three words of advice, they would be, Tell
the Truth. If I got three more words, Id add, all the time Randy Pausch

Our expression and our words never coincide, which is

why the animals dont understand us - Malcolm De Chazal

Major founding attributes of Persuasive

Communications and effective Presentations

ABCDE-

awareness
belief
conviction
diligence
enthusiasm

Top 5 sources of Customer

Frustration
o Ineffective Communication

o Lack of Customer Knowledge

o Overaggressive Selling to the point of
irritation
o Overpromising, under delivering
o Missing deadlines; delayed delivery

Satisfied Customer---must be the Goal

A satisfied customer :
- buys again tells 5 others about his good experience,
while a dissatisfied customer tells 11 !
- pays less attention to competition
- becomes a source of ideas for new products
- Costs less to serve than attracting a new customer

Service Encounter- Be Sensitive and

Responsive: It Pays !!

One critical encounter can destroys a 30

year relationship
-> Story of Mr. Ram's parking fee of
Rs.20/-!!
All based on insensitivity to the value of
a positive transaction and experience
through positive non-verbal
communication

Practice MBW AND Moments of Truth !

MBW can really work wonders !

So can Moments of Truth (MOTs) .
No. of customers :--A--, came in contact
with 5 employees for a duration of an
average of 30 seconds each
Total : MOTs: A x5 for 30
seconds each time
MOTs ultimately determine Success or Failure

Six Key action ingredients take off from ABCDE..

One of the As-> Awareness is a

repeat and the very foundation of
everyone of our actions..the other A is
a fallout
ACT/ACE
Awareness (Attitude- want to
do..passion)
Choice
(Communication- what to
do?)
Tenacity
(Etiquette- how to do?)

5W+1H

Who ?
What ?
Why ?
When ?
Where ?
How ?

Be Sincere, savour the moment and give it the best

from
within

MOJO ?
Mojo is that positive spirit towards
what we are doing now that starts
from the inside and radiates to the
outside
( Marshall Goldsmith-Mojo-How to get it, keep it,
How to get it back if you lose it)

Building Blocks of Mojo

a) Identity: Who do you think you

are ?
b) Achievement: What have you done
lately?-professional and personal
Mojo and the disconnect between
them ...
c) Reputation: What do people think
You Are?
d) Acceptance: When Can You Let

Contrasting the Positive and the

Negative

MOJO
Take responsibility
Move forward
Run the extra mile
minimum
Love doing it
Appreciate opportunities
Making the best of it
Inspirational
Grateful
Curious
Caring
Zest for life
Awake

NOJO
Play the victim
March in place
Satisfied with the bare
Feel obliged to do it
Tolerate requirements
Endure it
Painful to be around
Resentful
Uninterested
Indifferent
Zombie-like
Asleep

Identity: Who do you think you are?

FUTURE

Programmed
Piece of
Identity

Created } Centre
Identity} MOJO`
SELF

OTHER

Reflected
Identity

Remembered
Identity
PAST

Key Communication Skills

Listening Skills
Feedback Skills
Presentation skills

Key Pointers- Effective Communication

De-link the message from the
messenger be it a 360 degree feedback
or an adverse input
Respond, do not react
Be Sincere, never Serious top a fault !
( Do not take yourself and others too
seriously)
Do not have a larger than necessary
picture of yourself ... focus less on I
and
more
on You
We
(others)
Success
Formula
: (iaand
+ aa)
x AA
ia- inborn aptitude; aa- acquired aptitude ; AA
Attitude
is everything .. Develop on
Applied Attitude
attitudes!

Non Verbal Communications - Important !!

Research Indicates that the effectiveness of

Words, tone of Voice and Body Language in
conveying a message to an audience is as
follows :-

Words ->->->

7%

Tone of Voice ->-> ->

38%

Body Language ->-> ->

55%

Organisational Communication: Categories

Externa Business Operations driven by

external communication
l

Internal

Business Operations driven by

internal communication
(Employees)

Organisational Operations
impacted by Personal
mainly through
Persona Communication
Informal Channels

An example of effective
verbal & non-verbal communication
PM Narendra Modis campaign success factors:
9 pointers :
1 Spontaneity ( rehearsed and purposeful)
2 Connecting with right mood and words
( Governance & Development)
3 Focus on long- term Commitments ( Vision)
4 Focus on Audience Action ( give me two terms -10
years)
5 Lead the Presentation, involve the Team
6 Choosing the right Time ( 9 pm prime-time slot)
7 Aligning Body to Mind and Heart ( Body Language)
( vikas- raise two fingers, hum sab- closed fistunited, acche din with smile-response aayenge)

Example of effective
verbal & non-verbal commncontd
8 Using the power of Voice Modulation( tone &
delivery)-evoking passion, power & drive
9 Focussing on 3 key game changing points
Hamara Desh of others to Mera Bharat;
Nehru-Gandhi dynasty to woh platform par
chai bechne wallah bachcha aaj aapke
saamne khada hai; Unity of India of others
to Development of India
shifted the battlefield and the sava sau
karode army shifted with him
Founded on a strong belief and ...
Connect with the Inner Self

Key Challenge to communications: Distortion

Minor changes lead to major distortions

A)Site X had a minor accident due to almost a big

fire breakout
B) Site X had a minor accident due to big fire
breakout
C) Site X had an accident due to fire
D) Site X is in fire due to an accident
Chinese Whispers

Pillars of a Successful
Communication Process
Trust
Reflective Listening skills
Verbal and Non-Verbal Communication
skills
Conflict Resolution skills
Authenticity, Relationships and
Networking
Principles of reflective listening-a) Maintain
Eye Contact ; b) Do Not Interrupt, and c)
Paraphrase

Communicating to Stakeholders-Guideline

Tell what you have to say;

Tell it; Repeat what you
said (Highlight and recap
Three Things)

[Triad Principle 3x3]

Feedback Skills
Positive vs Negative Feedback
Positive feedback is more readily and
accurately perceived than negative feedback
Positive feedback fits what most people wish
to hear and already believe about themselves
Negative feedback is most likely to be
accepted when it comes from a credible
source if it is objective in form
Subjective impressions carry weight only
when they come from a person with high
status and credibility

Developing Effective Feedback/

{Feed forward Skills}

Focus on specific behaviours

Keep feedback impersonal
Keep feedback goal oriented
Make feedback well timed
Ensure understanding

Direct feedback toward behaviour that is controllable by

the recipient
Exercise: feed-forward : 10 min

Success (Albert Einstein) & Communication...

If A is success in life, I would say the formula is A=X+Y+Z
X = work ; Y = play ...Einstein was asked what is Z ??
Answer : keeping your mouth shut !...listen more talk less
wisdom from Einstein againThe value of a college education is not the learning of facts
but the training of the mind to reflect

What is success, fulfillment and happiness as a

component of a wholesome communication process
within and beyond?... Pointers: learn to let gospend
at least 30 min every day reflecting in solitude..it helps
reduce the pace of thoughts and focus indeed
thought is often be your enemy..concept of working
mind and thinking mind. Stress Management

Presentation Skills
Preparation: Audience Analysis
What is the audience interested in ?
What does the audience want ?
What does the audience already know and
needs to know ?
What are their needs, expectations from this
presentation?
How will the audience benefit from this
presentation?

Top 10 Fears among Americans

Public Speaking
Heights
Insects
Financial Trouble
Deep water
Sickness
Death
Flying
Loneliness
Dogs

Prepare well
Follow the 80/20 rule - PARETO PRINCIPLE
(80% on delivery and 20% on content)
Write a draft
Rehearse by reading your draft aloud
Have conviction in your topic
Use notecards

and then
Monitor the audiences reaction
Help the audience understand you

Presentation Skills
Structure the content in line with the
audiences needs
What do you want to tell the
audience?
What is your objective?
Prepare keeping in mind the time
allotted
Anticipate the questions and
prepare
Collect material from a variety of
sources

Presentation Skills
Structuring the presentation
2 to 2.5 mins--- opening/beginning
20 to 21 mins--- middle section
2 to 3 mins --- closing/end
5 mins --- questions

Presentation Skills
The Beginning
Should be carefully designed
Get attention
- shock, humour, question, story, facts &
figures
- well rehearsed yet natural
Motivate audience to listen
- listen to their needs

Presentation Skills
Visual Aids
While using an over head projector,
face the audience while talking
Point with a pen
Appropriate lighting
Watch the colours
Ensure clear visibility
10 lines, 10 words per line;
preferable: 6x6/8x8

Presentation Skills
Effective Delivery
Be active - move
Be purposeful - controlled gestures
Variations - vocal (pitch, volume, rate)
Be natural
Be direct dont just talk in front of
the audience -> talk to them

Presentation Skills
Sensitivity to the audience
see the audience
Take non-verbal feedback
- congruent and incongruent body
language
Modify to meet audience needs
Dont just make it as a presentation

Presentation Skills
Handling Questions :Do not get confused
You are not supposed to know
everything
Anticipate and keep answers ready
Sometime questions themselves give
you a lead to highlight your point of
view
Specific
Mktg. Prodn.
HR
Project Finance
Use the Bucket Method to
RESPOND not REACT!

Effective Communication : some egs. quoted

in book (Lesikar etal)

Dabbawals of Mumbai(1890; 50000

men deliver to 200,000 home
cooked meals to office goers; Sigma
Six rating (error of one in six million!)
given by Forbes magazine for their
clocklike precision : Personal
involvement and Communication (pg
22-23)

Communication insights from Indian

Philosophy-Saint Dynaneshwar in his
book Dynaneshwari-13th century:

Emerging Challenges in
Communication
Growing need for Analytical skills : computational skills
Visual literacy : interpret and create graphics
Interpretive Skills :
Infer and go beyond what is obvious,
interpret the deeper meaning of what is
expressed
Increased focus on Ethics and Social
Responsibility: Importance of Trust - actions
matching words - Social Communication
Skills

Presentation to an audience: key points

Eye Contact- Engage, Engage and Engage
Body Language-Strong, Confident, Open Posture , No
fidgeting
Filler Words-avoid look outum..; ah; you
know..review performance on video to avoid /eliminate
distracting fillers..Awareness more than 90% of the
solution!
Vocal delivery: vary the volume and inflection of your
voice hold the attention of the audiencelet the
presentation breathe!
Energy : vibrant, enthusiastic, passion in voice, bounce
in step, smile on face Energy -> closely related to
likeability -> key ingredient in persuasive
communication

GROUP PROJECT (20 MARKS)

Report 2500 words (300 words in a page, arial font 12,
point 1.5 space) presentation :

Obj : Study the different types of Communication

undertaken by any organisation in the recent past ( 58 years) after it went through a significant change
(mergers, acquisition, take-over, sale or closure) to its
different stakeholders and its impact , both positive
and negative. Identify gaps in communication if any:
where could it have been done better and how ?

First come gets the nod: No repetition of

organisation
Presentation by groups (10 min): 8X8 format: 10
slides; a) Objective (1 slide), b) Methodology (2), c)
Findings & Observations with citation and references APA format(3), d) Inferences, e) Summary [3-4 points]
(2)f) Recommendations [ 3-4 points] (2)

Listening Exercise : handout : Listening to People

Ralph
Nichols and Leonard Stevens

1. Key points of Listening for effective Communication

3. What are Tracks & Sidetracks ? Who is a
Disenchanted Listener?
4. What are the rules for Good Reception?
5. Explain the concept of Emotional Filters and its
relevance
6. Explain the key benefits to Businesses through
Good Listening Skills