Effective communication -Training Module

T.SIVASANKARAN
ADVESH CONSULTANCY SERVICES
tss@advesh.com
Mobile: +919790971951

EFFECTIVE COMMUNICATION

Mar 11, 2013 Effective Communication 1
Advesh Consultancy services

EXERCISE 1


 First person to pick up one chit
 Memorize the sentence and return the chit.
 Go back and utter the sentence to the 2nd person.
 No one else should hear the sentence.
 Then the 2nd person should utter it to the 3rd person
and so on.
 The last person should announce the sentence to
all.
 And 1st person reads the chit.

I am planning to go for a movie this
evening with my friends Ramasamy and
Saravanan
 I will not be coming to office on 28th Janu
as I need to attend the marriage of my
cousin
 You don’t need to come to office
tomorrow

Please write One Sentence Definition of

EFFECTIVE COMMUNICATION


act of
“imparting information”
for the purpose
of
“evoking understanding”

WHAT IS COMMUNICATION


Effective communication is all about
conveying your messages
to other people
clearly and unambiguously.

It's also about
receiving information that others are sending
to you,
with as little distortion as possible

WHAT IS COMMUNICATION


COMMUNICATION
All messages do not reach the receiver due to
“ distortion”
Feedback

Sender Receiver

Distortion
Distortion


THE PROCESS OF COMMUNICATION


SOURCE
 Why to communicate?
 What to communicate?
 Usefulness of the communication.
 Accuracy
of the Information to be
communicated.


ENCODING

 The process of transferring the information you want to
communicate into a form that can be sent and correctly
decoded at the other end.

 Ability to convey the information.

 Eliminate sources of confusion. For e.g. cultural issues,
mistaken assumptions, and missing information.

 Knowing your audience.


CHANNEL
 Verbal Communication Channels
• Face-To-Face meetings,
• Telephones,

• Video Conferencing.

 Written Communication Channels
• Letters,

• e-Mails,

• Memos,

• Reports.


DECODING

• Listen actively,

• Reading information carefully,

• Avoid Confusion,

• Ask question for better understanding.


RECEIVER

 The prior knowledge can influence the
receiver’s understanding of the
message.
 Blockages in the receiver’s mind.

 The surrounding disturbances.


FEEDBACK

 Verbal Reactions
 Non-Verbal Reactions.
 Positive feedback
 Negative feedback.


CONTEXT
1. Various Cultures (Corporate, International, Regional,
etc),

2. Language,

3. Location or Place (Restaurant, Office, Auditorium,
Room, etc).
4. Situation


The sender needs to communicate
the context
to the receiver
for better clarity
in the communication process


TEA


COMMUNICATION SKILL

Listening Skill
Non verbal
Para verbal Communication
Verbal
Written


 Verbal Communication – the words we
choose
 Paraverbal Communication – how we
say the words
 Nonverbal Communication – our body
language
 Listening


LISTENING SKILL


FAST FACTS

 We listen at 125-250 wpm, think at 1000-3000 wpm
 75% of the time we are distracted, preoccupied or forgetful
 20% of the time, we remember what we hear
 More than 35% of businesses think listening is a top skill
for success
 Less than 2% of people have had formal education with
listening


LISTENING VS HEARING

 Hearing- physical process; natural; passive

 Listening- physical & mental process; active;
learned process; a skill

 Listening is hard!
You must choose to participate in the
process of listening.


BARRIERS TO EFFECTIVE LISTENING

 Physiological Barriers
 Environmental barriers
 Attitudinal barriers and false
assumptions
 Socio cultural differences
 Lack of training


LISTEN WITH A PURPOSE
Purpose can be
to gain information,
obtain directions,
understand others,
solve problems,
share interest,
see how another person feels,
show support,
etc.


ACTIVE LISTENING
Use Non-verbal Communication:
Smile,

Gestures,

Eye contact,

Your posture.


GIVE FEEDBACK
Remember that what someone says and what we hear can be
amazingly different.

Repeat back or summarize to ensure that you understand.

Restate what you think you heard and ask, "Have I
understood you correctly?"


SHOW THE SPEAKER YOU ARE LISTENING

 Eye contact
 Physical attention
 Do not change topic
 Confirm understanding
 Ask questions to clarify issues
 Match the speaker body gestures


ACTIVE LISTENING – 4 STEPS

 Listen
 Question
 Reflect-Paraphrase
 Agree


GUIDELINES FOR EFFCETIVE LISTENING
Be prepared to listen
Be interested
Keep an open mind
Listen for the main ideas
Listen critically
Resist Distraction


DONT’S OF LISTENING
 Early Dismissal of A Subject As
Uninteresting
 Avoiding Difficult Listening
 Criticizing Delivery or Physical
Appearance
 Faking Attention
 Listening Only For Facts
 Judging
 Looking bored
 Yawning during conversation


LISTENING – ONE TO ONE

 The Listener keeps looking at the speaker
 The Listener’s body is in ‘open’position
 The listener is smiling with a pleasant & encouraging
expression
 Listener looks relaxed but alert, neither tense nor
slouching
 Listener utters humming sounds


EXERCISE 2


EXERCISE - LISTENING

 Who are the people it is easiest to listen to?
 What is it that makes it easier to listen to
them?
 Who are the people you listen to least?
 What is it about them that makes it difficult to
listen to them?


LUNCH


NONVERBAL COMMUNICATION


NONVERBAL BEHAVIOUR

What is going on
in the inside
shows
on the outside


 Nonverbal communication refers to the
physical things we do that send
messages to others
 Examples include our posture, stance,
the way we move, rolling of eyes and so
on


NON VERBAL COMMUNICATION
 Eye contact
 Facial Expression
 Gestures
 Posture and Body orientation
 Proximity


FACE AND HEAD

 Broken Eye Contact (Hide)
 Looking pat you (Bored)

 Piercing (Angry)

 Steady (Honest)

 Head Turned slightly (Evaluating you)

 Tilted Head (Uncertain about what you said)

 Nodding (In agreement)

 Smiling (Confident)


ARMS AND HEADS

 Arms folded tightly (not receptive)
 Arm over the back of the chair (need for dominance or
negative reaction)
 Open palms (Positive)
 Hands clasped behind head (Need for dominance)
 Steepling of the fingers (Need to control negotiation)
 Hand wriggling (Nervousness)
 Self touching (General nervousness)


LEGS

 Crossing your legs has a devastating effect
 Out of 2000 videotaped sales meetings, not one sale
was made by people who had their legs crossed
 Source : How to Read a Person like a Book by Gerard
I. Nirenberg and Henry H. Calero


DOMINANCE/POWER

 Making piercing eye contact
 Putting hands behind head or neck

 Placing hands on hips

 Standing while counterpart is seated

 Steepling


SUBMISSION/NERVOUSNESS

 Fidgetting
 Making minimum eye contact

 Touching hands to face , hair etc

 Using briefcase to “guard” body

 Clearing throat


DISAGREEMENT/ANGER

 Getting red
 Pointing a finger

 Squinting

 Turning body away

 Crossing arms or legs


BOREDOM/LACK OF INTEREST

 Failing to make eye contact
 Playing with objects

 Staring blankly

 Picking at clothes

 Looking at watch/door


SUSPICION/DISHONESTY

 Touching nose while speaking
 Covering mouth

 Avoiding eye contact

 Crossing arms/legs

 Moving body away


UNCERTAINITY/INDECISION

 Cleaning glasses
 Looking puzzled

 Putting fingers to mouth

 Biting lip

 Tilting head


EVALUATION

 Nodding
 Maintaining good eye contact

 Tilting head slightly

 Stroking chin

 Touching index finger to lips


CONFIDENCE, COOPERATION AND
HONESTY

 Leaning forward
 Keeping arms and palms open

 Maintaining great eye contact

 Placing feet flat on floor

 Sitting with legs uncrossed

 Smiling


EYE CONTACT

Eye is a direct and most expressive part of our
body.

Different ways of Eye Contact
 Direct Eye Contact: (Shows confidence)
 Looking downwards (Listening carefully or Guilty)
 Single raised eyebrow (Doubting)
 Both raised eyebrows (Admiring)
 Bent eyebrows (Sudden focus)
 Tears coming out (Emotional either happy or hurt)


FACIAL EXPRESSION
FACIAL EXPRESSION:
Smile covers the most part of facial expression:

Smiling is a powerful cue that transmits:
Happiness
Friendliness
Warmth
Liking
Affiliation


TERRITORY
 Intimate  Social
Touching Close 4-7 feet
6-18” Far - 7-12 feet
 Personal  Public
Close -1½ to 2½ feet Close - 12-25 feet
Far - 2½ to 4 ½ feet Far - 25 feet or
greater


EXERCISE 3


PARAVERBAL COMMUNICATION


He eats, shoots and leaves



 Voice Tone
 Volume

 Rate of speech.


Para-verbal communication is
how we say something,
not what we say


Paraverbal refers
to
tone, cadence(tempo), volume,
and
rate of speech,
and those are distinct and separate
from
the nonverbal channel



One sentence can convey entirely different
meanings depending
on the emphasis
on words
and
the tone of voice.


I didn’t tell Krishnan you were
incompetent.
I didn’t tell Krishnan you were
incompetent.


SPEECH
 pitch,
 volume,
 tone,
 speed,
 pauses,
 body movements,
 facial expressions


ATTRIBUTES OF GOOD ORAL COMMUNICATION

 Sounds and sound combinations
 Stress
 Rhythm
 Intonation
 Speed: pausing
 Clarity of articulation
 Voice modulation: volume & pitch variation (avoiding
“monotonous speech)


EXERCISE 4


 Form pairs
 Select one topic from the list given
 Discuss on the subject for twn minutes
 Both members must express their views
 Listen, be conscious about body
language , tone, pitch etc to make the
other person listen with interest.


TOPICS FOR DISCUSSION
 Your favourite hobby and why it’s your favourite.
 If you had unlimited resources, what would you buy and
why?
 Which of the five senses is most important? Why?
 What skill or talent would you most like to have? Why?
 What are the best places to eat in your town or city?
Why?
 What are the best things to do to relax? Why?
 Who do you most admire? Why?
 If you could visit any place in the world, where would you
go? Why?


END OF DAY 1

Day 2


Mastery

Skill

Knowledge

Awareness

FEARS
 Fear of failing
 Fear of the unknown

 Fear of being unprepared

 Fear of making the wrong decision

 Fear of rejection


VERBAL COMMUNICATION


Verbal refers to the words we use.


SPEAKING

“A wise man reflects
before He speaks;
a fool speaks,
and then
reflects on what
he has uttered.”

- French Proverb.


 Communicating by explanation.
 Communication by comparison.
 Communicating using illustrations.
 Speaking style


 Context is information that surrounds a
communication and helps convey the
message
 Context plays a key role in explaining
many communication differences


VERBAL COMMUNICATION STYLES
 Direct vs Indirect
 Succint vs Elaborate

 Contextual vs Personal

 Affective vs Instrumental


DIRECT VS INDIRECT
 Indirect and Direct Styles
High-context cultures: messages implicit
and indirect; voice intonation, timing, facial
expressions play important roles in conveying
information
Low-context cultures: people often meet
only to accomplish objectives; tend to be
direct and focused in communications


ELABORATE VS SUCCINCT
 Elaborate and Succinct Styles
Three degrees of communication quantity—elaborating,
exacting, succinct
Elaborating style most popular in high- context cultures
with moderate degree of uncertainty avoidance
Exacting style focuses on precision and use of right
amount of words to convey message; more common in low-
context, low-uncertainty-avoidance cultures
Succinct style more common in high-context cultures with
considerable uncertainty avoidance where people say few
words and allow understatements, pauses, and silence to
convey meaning.


CONTEXTUAL VS PERSONAL
 Contextual and Personal Styles
Contextual style focuses on speaker and
relationship of parties; often associated with
high power distance, collective, high-context
cultures
Personal style focuses on speaker and
reduction of barriers between parties; more
popular in low-power-distance, individualistic,
low-context cultures


AFFECTIVE VS INSTRUMENTAL
 Affective and Instrumental Styles
Affective style common in collective, high-context
cultures; characterized by language requiring listener
to note what is said/observe how message is
presented; meaning often nonverbal; requires receiver
to use intuitive skills to decipher message
Instrumental style: goal oriented, focuses on sender
who clearly lets other know what s/he wants other to
know; more commonly found in individualistic, low-
context cultures


DON’TS
 Avoid making “You” statements.
 Avoid asking “Why” questions.
 Learn to express your feelings with “I
feel” statements.
 Focus on the problem, not the person.
 Never criticize your mate for something
she/he can’t change.
 Pat


WHILE SPEAKING

Speak with confidence.
Remain calm and courteous.
Speak with a logical sequence.
Learn to be comfortable in front of others.
Rephrase to ensure clarity.


SPEAK EFFECTIVELY
 Be generous with praise.
 Be friendly and cordial.
 Call people by name.
 Paraphrase questions you are asked to make
meanings clear.
 Vary your tone, pace, and volume to keep
others interested.


COMMUNICATION EFFECTIVENESS
 Improve feedback systems
Two basic types of feedback systems between home office
and affiliates
Personal (e.g., face-to-face meetings, telephone
conversations and personalized e-mail)
Impersonal (e.g., reports, budgets, and plans)
 Language training
 Cultural training
 Flexibility and cooperation


TO SPEAK EFFECTIVELY---

Take things personally. Threaten.

Don’t
Become angry.
Swear.

Lose your poise.


 Meetings
 Conference calls
 Phone calls
 Presentations
 Video or audio recordings
 Other forms of oral communication


EXERCISE 5


EXERCISE 5
 GROUPS OF 4 OR 5
 TIME 30 MINUTES

 DISCUSS ON THE ISSUE GIVEN

 ALL MUST PARTICIPATE


TOPIC 1

 Discuss whether Government should bail out
Satyam


TOPIC 2
 Fora career growth, What is critical? Job
Content or salary or experience in a big
renowned company?


Topic 3
 What is critical to success - Knowledge
or Attitude or luck?


TOPIC 4
 What is the primary factor for the
success of current Indian Cricket Team
 The Captain? The Coach? The
Selectors? Or the Board?


WRITTEN COMMUNICATION


WRITTEN COMMUNICATION MODES
 Letters and memos
 Reports: formal/informal, inside/outside company,
convey info/summarize/make recommendations
 Promotional: company and product brochures
 Product-specific: quotations, terms and conditions,
licenses, disclaimers
 HR: employee handbook
 Quality manuals
 Operations related: minutes, plans, status reports


PROPOSALS AND REPORTS

 Introduction: Preliminary info, background, current
situation, why this report, how is it organized
 Main Body
 Conclusions: Emphasize the main point, arouse
action
 Supplemental material: tables, data, sample
forms, questionnaire, explanatory articles, bibliography


LETTERS AND MEMOS

 Direct opening
 Main body
 Polite closing and actionables, volunteer to help,
provide more information
 Points to remember
 Curt and businesslike language
 Short and to-the-point, do not mix issues


ELEMENTS IN LETTERS/MEMOS
 Words
 Sentences
 Paragraphs
 Tone


WORDS
 Accurate

 Brief

 Clear


CLICHES

 We will explore every avenue( We will try)
 In this day and age (now)
 In view of the fact that (because)
 In the first instance (first)


TAUTOLOGY
 Tautology means repetition
 Examples
He declined to accept the offer
Enclosed herewith
The true facts are
In close proximity
I myself
Often in the habit of
The reason is because
Giving mutual help


SENTENCES
 Short Sentences
 Link words and phrases
 Write each idea as a separate sentence.
 Punctuations


PARAGRAPHS
 One theme
 First short sentence should summarise
the whole paragraph
 Use link words at the beginning of the
paragraph.


TONE
 Be positive

 Be definite

 Be sincere


TONE - EXAMPLES
 We are unable to make supplies before
15th

 We will be able to supply after 15th


TONE- EXAMPLES
I will try to ensure that the payment is
made within three days
 I will make the payment in three day’s
time


TONE - EXAMPLES
 Your failure to reply

 I have not yet received a reply from you

 It surprises me that someone of your calibre
should have misunderstood the terms
 I would be delighted to talk to you again to
clarify any matters in the terms which may be
unclear.


WRITING CHECKLIST
 Accurate , Brief and Clear
 Avoid old fashined language
 Use jargo sparingly
 Exterminate cliches
 Cut out tautology
 Avoid empty or loaded words
 Short paragraphs
 Positive, definite and sincere tone
 Replace passive verbs with active ones
 Layout


In Summary…

 Corporate communications is the most
important skill and capability that every
executive must acquire.

 Success of the venture will greatly
depend on the ability to put across ideas
persuasively and succinctly in oral and
written modes of communications.


SUCCESS

If you think you are beaten, you are.
If you think you dare not, you don’t!
If you like to win, but think you can’t.
It’s almost a cinch you won’t

If you think you’ll lose, you’re lost.
For out in the world we find
Success begins with a fellow’s will;
It’s all in the state of mind.

If you think you’re out classed,you’re.
You’ve got to think high to rise.
You’ve got to be sure of yourself before
You can ever win a prize.

Life’s battles don’t always go
To the stronger and faster man,
But sooner or later the man who wins
Is the man who thinks he can

Existence alone is not success
Do more than exist – LIVE
Do more than touch – FEEL
Do more than look – OBSERVE
Do more than read – ABSORB
Do more than hear – LISTEN
Do more than listen - UNDERSTAND


THANK YOU


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