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COMMUNICATION IS THE ART OF TRANSMITTING
INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON
TO ANOTHER.COMMUNICATION IS THE PROCESS OF
MEANINGFUL INTERACTION AMONG HUMAN BEINGS.
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PERSONAL PROCESS
OCCURS BETWEEN PEOPLE
INVOLVES CHANGE IN BEHAVIOUR
MEANS TO INFLUENCE OTHERS
EXPRESSION OF THOUGHTS AND
EMOTIONS THROUGH WORDS & ACTIONS.
TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.
IT IS A SOCIAL AND EMOTIONAL PROCESS.
COMMUNICATION . . .

. . .is what we do to Give

and Get Understanding
IMPORTANCE OF COMMUNICATION

What Communication does for organization is what the

bloodstream does for an organism

Managerial Efficiency depends on communication

IMPORTANCE OF COMMUNICATION

Quick Decision & Implementation

Maximum Productivity

Morale Building

Harmony

Image Building
OBJECTIVES OF COMMUNICATION
£ To disseminate information
£ To advice
£ To suggest
£ To persuade
£ To educate
£ To motivate
£ To warn
£ To raise morale
£ To achieve Sound IR
NATURE OF COMMUNICATION

£ Communication is unavoidable

£ Communication is irreversible

£ Communication is a process
COMMUNICATION
The word communication has been derived from Latin word
µCOMMUNIS¶ which means common.
Communication is defined as the process of transferring information
& understanding from one person to another.
Communication is a process of meaningful interaction among human
beings.
Communication is a process by which people attempt to share
meaning via the transmission of symbolic message.
V
   

£ Communication is an exchange of information from the
sender to the receiver with the message being understood as
intended by the sender
Speaks
Writes
Idea Encode Sender Acts
Draws Words
Actions
Pictures
Symbols Numbers

Decode The receiver Idea

Listens
Reads
Observes
PRINCIPLES OF EFFECTIVE COMMUNICATION
1. Clarity in Ideas Intended
Message
2. Empathy in Communication
3. Two-way communication
Encoding
4. Appropriate media/ method
5. Appropriate language
6. Supporting words with action Decoding
7. Good listening
8. In nut shell, WHAT, WHOM & HOW Intended
Message
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Any factor that impedes the exchange of information between a
sender & a receiver is a barrier to communication.
Types of barriers

Semantic psychological Organizational

Unfamiliarity with words Differing perceptions Filtering
Inner feelings Dependency
Inconsistent body language
Past experience
Value judgment Fear
Dissonance Status symbol
BARRIERS TO COMMUNICATION
Another way of classificationÔ
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SENDER RELATED BARRIERS

1. Communication goal
2. Communication skills
3. Lack of interpersonal sensitivity
4. Inconsistent Non-verbal signals
5. Fear
6. Credibility
RECEIVER RELATED BARRIERS

1. Selective listening
2. Evaluating the source
3. Perceptions
4. Lack of feedback
5. Metacommunication
SITUATION RELATED BARRIERS

1. Jargon
2. Information overload
3. Time pressure
4. Climate
5. Distance
6. Noise
7. Mechanical failure
LISTENING BARRIERS
£ Self Barriers
u self focus
u emotional noise
u criticism
LISTENING BARRIERS
£ Information Processing Barriers
u processing rate
u information overload
u receiver apprehension
LISTENING BARRIERS
£ Context Barriers
u barriers of time and place
u noise
   
  
 Automatic Talking (Not Listening) Exercise
Person AÔ ³I¶m going to Kansas and visit my 97 year old mother next week.´

Person BÔ ³Oh, I was in Kansas once and it was very hot. I like cool places like
Colorado.´

AÔ ³I lived in Colorado for 3 years once and it was a nice place to live. But I like
living in Texas really well where people are very friendly.´

BÔ ³I found Texas is a friendly place. And I liked it there. But, I think the most
friendly people live in Alabama.´
AUTOMATIC TALKING (NOT LISTENING)
EXERCISE
AÔ ³Alabama is where I went to flight school. I tried to get stationed in
Alaska after flight school, but ended up in Colorado.´

ðÔ ³Alaska is a place I¶ve always wanted to go, but haven¶t made it there
yet. I have been in Switzerland and thought it's similar to Alaska.´

AÔ ³Europe is a great place to visit. I liked Germany the best.´

BÔ ³I liked Paris the best and would like to go back there.´

AÔ I found Paris expensive. The place I would like to go back to is

Australia. It is really different.
AUTOMATIC TALKING ( LISTENING) EXAMPLE

Person AÔ ³I¶m going to Kansas and visit my 97 year old mother next week.´

Person BÔ ³It sounds like you may have some concerns about your mother?´

AÔ ³Yes I do. She is really old and has many things wrong with her and she
could die anytime. I have some things I want to talk to her about before this
happens´

BÔ ³This sounds important to you.´

AUTOMATIC TALKING ( LISTENING) EXAMPLE

AÔ ³Yes it is for a number of reasons. I don¶t go see her often because its an 8 hour
drive. We really need to talk with one another and I need to help her as much as I
can. I know she is very lonely because my dad died 14 years ago. I really feel sorry
for her living in the assisted living home.´

AÔ ³ I will really miss her after she is gone. She has lived a long and fruitful live. I
think her early life when I was born was really hard because it was right after the
great depression and they had little money. She has told me many stories about how
they often had less than 5 cent to spend. That makes me sad.´
WHAT YOU DO WITH YOUR COMMUNICATION
TIME

 

 
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LISTENING : A LOST ART
Why do we not listen?
£ actions speak louder than words

£ Seeing is easier than listening

£ Visual medium is powerful

We
hear but don·t listen
look but don·t see
THE ART OF LISTENING
Listening : an important human skill
£ indispensable for superiors
£ gets you respect, love and fame

£ shows that you care for and respect others

£ not listening could be psychologically upsetting for the

other person
£ you can·t fake listening

£ the higher you go, the more you have to listen

£ it is a rare skill
THE ART OF LISTENING
Listening needs an
£ ability to concentrate

£ a genuine desire to understand the other persons point of

view
£ sensitivity to needs, emotions and body language

£ humility - ´I am not right alone, you might have a point

and I respect youµ
£ a belief that other people are important and worth
listening to
LISTENING AND RESPONDING
£ The Principle of Listening and Responding
£ How We Listen
£ Listening Goals
£ Listening Barriers
£ Listening Skills
£ Responding Skills
£ Responding with Empathy
HOW WE LISTEN
£ Listening vs. Hearing
£ Selecting

£ Attending

£ Understanding

£ Remembering

£ Responding
LISTENING GOALS
£ Enjoy
£ Learn

£ Empathize
LISTENING BARRIERS
£ Self Barriers
u self focus
u emotional noise
u criticism
LISTENING BARRIERS
£ Information Processing Barriers
u processing rate
u information overload
u receiver apprehension
LISTENING BARRIERS
£ Context Barriers
u barriers of time and place
u noise
BARRIERS IN LISTENING
£ Emotional Disturbance
£ Abstracting
£ Dislike of the speaker
£ Marginal listening
£ Preconceived notions
£ Halo effect
£ Allness & the closed mind
£ Different perception
£ Snap reactions
£ Physical Barriers
THE ART OF LISTENING
Poor Listeners
£ The fidget : ´Why are you telling me ?µ

£ The aggressive listener : tries too hard and as a result

scares people.
£ The pseudo - intellectual : hears only ideas and not the
emotions behind them
£ The passive listener : :I agree with whatever you sayµ

£ The inaccurate listener :µI can·t concentrateµ

LISTENING SKILLS
£ Stop: Turn Off Competing Messages
£ Look: Observe Nonverbal Cues

£ Listen: Understand Details and Ideas

u identify your listening goal

u mentally summarize the details
u link message details with major idea
u practice
u transform barriers into goals
 HOW TO BE A GOOD LISTENER
£ Know your power as a listener
£ Ask questions

£ Reflect feelings

£ Let your body give reassuring messages

£ Know your prejudices

£ Avoid making snap judgements

£ Avoid anger
WHAT IT TAKES TO BE A GOOD LISTENER
£ Ability to concentrate
£ genuine desire to understand the other persons
point of view
£ Sensitivity to needs, emotions and body language

£ Humility: ´You might have a point of view and I

respect youµ
£ A belief that other people are important and
worth listening to.
THE TEN COMMANDMENTS OF LISTENING
£ Stop talking
£ Put the talker at ease
£ Show that you are interested
£ Remove distractions
£ Empathize with the talker
£ Be patient
£ Hold your temper
£ Go easy on arguments & comments
£ Ask questions
£ Sop talking!
IMPORTANCE OF FEEDBACK
£ Feedback is necessary to check the effectiveness of the
communication.

£ Feedback helps reflect upon how well the message has

been encoded, transmitted and understood.

£ Feedback helps make mid-course correction if found

required.
- in terms of action : changing strategy
- in terms of communication : changing message
How to take Feedback
- |sk for it you are the sender or offer it if you are the
receiver

- Observe

- Evaluate the results achieved as against the objectives set

- Be objective while giving or receiving it

- Focus on the task and performance aspects not the individual¶s

personality
RESPONDING SKILLS
£ Be Descriptive
£ Be Timely

£ Be Useful
RESPONDING WITH EMPATHY
£ Passivevs. Active Listeners
£ Understand Your Partner·s Feelings

£ Ask Appropriate Questions

£ Paraphrase the Content

£ Paraphrase Emotions
THE OVERALL PROCESS


  
Clarifying Get additional facts ³Do you mean
this«´
Restating/ ³I am listening´. ³As I understand it,
paraphrasing Check your our plan is«´
interpretation
Responding Encourages the ³I see´
Neutrally sender to continue ³That¶s very
talking interesting´
THE OVERALL PROCESS (CONT·D)


  
Offering Help the sender ³You feel that«´
reflective evaluate his or her
comments ideas
Summarization Focus on main ³I believe these
points. are the key issues
Springboard for you have
further discussion. expressed«´
 Effective feedbackÔ
McGill and Beatty provide useful suggestions about giving
1. Clarity -- Be clear about what you want to say.

2. Emphasize the positive -- This isn¶t being collusive in the person's

dilemma.

3. Be specific -- Avoid general comments and clarify pronouns such as

³it,´ ³that,´ etc.

4. Focus on behavior rather than the person.

5. Refer to behavior that can be changed.

 Effective feedbackÔ
6. Be descriptive rather than evaluative.

7. Own the feedback -- Use µI¶ statements.

8. Generalizations -- Notice ³all,´ ³never,´ ³always,´ etc., and ask to

get more specificity -- often these words are arbitrary limits on
behavior.

9. Be very careful with advice -- People rarely struggle with an issue

because of the lack of some specific piece of information; often, the
best help is helping the person to come to a better understanding of
their issue.
GIVING CONSTRUCTIVE FEEDBACK
£ Constructive is the key word!
u Acknowledge need for feedback
u Give positive & negative information
u Learn how to give feedback
£ Be descriptive
£ Avoid using labels
£ Don·t exaggerate
£ Speak for yourself
£ Use ´Iµ statements
Feedback Delayed Is Feedback Denied
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£A barrier removed is a gateway created.

£ We need to eradicate the Ɲnepsƞ from the Ɲfabricƞ of
our communication by practicing certain things.
1. Creating within one self the need and willingness to
understand
2. Making the message appropriate to the receivers
frame of reference
( speak the Ơlanguageơ of the listener)
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[. Ability to describe others behavior without

evaluating or interpreting.
4. Ask for feedback from the receiver
5. Reinforce communication by using more than one
channel to convey the message
(Verbal, written, nonverbal)
  


 
or the sender
ƥ Be clear about the message to be
sent
ƥ Be precise and to the point
ƥ Do not be verbose
ƥ Use a language understandable
to the receiver
ƥ Write the message if required
ƥ Request a feedback to ensure
receipt of message
or the receiver
ƥ Be attentive
ƥ Concentrate on the message
ƥ Ask for clarifications wherever
required
ƥ Listen objectively
ƥ ƝListenƞ for body
language
ƥ Make notes if required
 ð






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 Listening to others is an elegant art.
 Good listening reflects courtesy and good manners.
 Listening carefully to the instructions of superiors improve competence and
performance.
 The result of poor listening skill could be disastrous in business, employment
and social relations.
Good listening can eliminate a number of imaginary grievances of employees.
Good listening skill can improve social relations and conversation.
Listening is a positive activity rather than a passive or negative activity.
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