Effec Comm Skills

7/30/2019 Effec Comm Skills

1/48

The Basics of EffectiveInterpersonal Communication

BY SUSHILA BAHL


2/48

Have you ever metsomeone with whom you

just could notcommunicate?

A person who, for somereason, seems to bristle upon

our approach, leavingcommunication as we know it

completely out of the

question?


3/48

Have you ever beenmisunderstood bysomeone?

Have you ever said or did

something, with pure motivesand good intentions, whichwas misinterpreted?


4/48

Which is more importantin social interactions andinterpersonalrelationships?

The actual behavior or the

motivation behind thebehavior?


5/48

No matter how importantour motives are, peopleread us by what they seeand hear

not by what we want

them to see and hear


6/48

Our ability to understand

how people see and hearus is critical to effectivecommunications


7/48

English is a crazy language There is no egg in eggplant; neither apple nor pine in

pineapple.

English muffins weren't invented in England orFrench fries in France.

If the plural of tooth is teeth, why isn't the plural ofbooth beeth?

One goose, 2 geese. So one moose, 2 meese? Doesn't it seem crazy that you can make amends but

not one amend


8/48

Communication Efficient communication is ESSENTIAL

to being successful in life.

The biggest source of interpersonalproblems is poor communications.

The key to the communication processis to be UNDERSTOOD.


9/48

CommunicationAmong personal qualities

possessed by college graduates theability to communicate effectivelywas ranked first by employers.


10/48

Before you begin

What do I already know about

interpersonal communication? What are my learning goals for this

program?

How do I think I will be able to apply mylearning on the job?


11/48

Course Content This program will cover:

What communication is

Why and how we communicate Barriers to communication

Sharing ideas

Getting information from others Giving constructive feedback

Body language


12/48

Course Objectives The objectives of this program are to:

provide a basic overview of verbal and

non-verbal interpersonal communicationprocesses

identify personal obstacles to effective

interpersonal communication define some strategies for improving

individual and group communications


13/48

What is communication? What do you think communication is?

How would you define it?

Take a few moments towrite down some of

your thoughts


14/48

Communication Communication is defined as the interchange

of thoughts or opinions through sharedsymbols; e.g. language, words, phrases

Communication is a process of coding &decoding messages.

Derived from the Latin word communiswhich means to share i.e sharing of ideas ,concepts, feelings & emotions.


15/48

Four facets of communication Three are four facets in all types of

communication:

Sender

Receiver

Information

Behavior


16/48

Basic Elements Of

Communication Sender / Encoder / Speaker

Receiver/ Decoder / Listener

Message

Medium / Channel

Feedback


17/48

Four facets of communication In any communication:

The Senderis the person trying to

communicate a message The Receiveris the person at whom the

message is directed

A message is sent to convey information Information is meant to change behavior


18/48

The Communication Process The TransmissionModel

Noise

Feedback

Noise

Sender

Encoding

Channel

Decoding

Receiver

Noise

Noise

Feedback


19/48

Types of NOISE Channel Noise - External interference in

the communication process.

Semantic Noise - Message gets throughas sent but is not understandable to thereceiver.

Psychological Noise - Internal factorsthat lead to misunderstandings in thecommunication process.


20/48

SENDER

Self-concept

Family

CultureSkills

Feelings

Attitudes

Values

RECEIVER

Self-concept

Family

CultureSkills

Feelings

Attitudes

Values

CHANNEL

Television,

telephone,

speaking, writing,computer

MESSAGE

FEEDBACK

INTERFERENCE

CONTEXT

Environment,

status, time


21/48

Shared symbols Sometimes when we communicate we

assume we are using shared symbolswhen we might not be

Think about the term asap, as soon aspossible. What does it reallymean?

Think about how the meaning might changein the situations on the next slide


22/48

Shared symbols How might your meaning of asap change in

these situations? Someone from another department calls. He

needs some detailed information asap; but youare already rather busy.

A coworker comes to you for help with anassignment. She needs you asap; but you have

another job to finish before lunch. Your immediate supervisor, whom you like to

please, asks you to type a memo for her asap; butyou already have a stack of other jobs to finish.


23/48

Shared symbols Someone from another department calls.

He needs some detailed information asap;

but you are already rather busy.

In this situation, you might interpret asapas when I have finished all of my ownwork and have a chance to get to it. Itmight be tomorrow or the next day.


24/48

Shared symbolsA coworker comes to you for help with an

assignment. She needs you asap; but you

have another job to finish before lunch.

In this situation, you might interpret asapas after I have finished my own work, Iwill help out after lunch.


25/48

Shared symbolsYour immediate supervisor, whom you like

to please, asks you to type a memo for her

asap; but you already have a stack ofother jobs to finish.

In this situation, you might interpret asapas Ill do this now and finish my otherwork afterwards.


26/48

Shared symbols In the previous examples, weve seen the

meaning of asap change from in a fewdays to immediately.

Many other words and phrases are alsovague and have different meanings for

different people.

Shared symbols are not always completelyshared. The message intended is not always

the message received.


27/48

Missed communication

As Purchasingordered it.

As the Art Dept.designed it.

As the Supervisorimplemented it.

As the ManagerRequested it.

As Marketingwrote it up.

What the Employeereally wanted!


28/48

Why does

Communication fail?

W d hi 10


29/48

Why does

Communication fail?

We need to hire 10

more salespersons

We need 10

more in sales

Increase sales

by 10

Well have to

increase profit

by 10

If we are

going to

increase

profits, well

have to cut

costs.

Well have to

cut 10 sales

people

%$&*

@#


30/48

Why do we communicate? What do you think?

Take a few moments towrite down some ofyour thoughts


31/48

Why we communicate We communicate to:

Share our ideas and opinions

Provide feedback to others Get information from others

Gain power and influence

Develop social relationships Maintain self-expression and our culture

and other ideas you may have thought of


32/48

How do we communicate? Think of the many ways in which you

communicate


your thoughts


33/48

How we communicate We communicate and build

interpersonal relationships through:

Speech

Writing

Listening

Non-verbal language Music, art, and crafts


34/48

Choosing your medium Depending upon the situation, one method

of communication may be better thananother. In person: one-to-one

In person: meetings, small groups

In person: presentations, large groups

Letter

Memo

Note

Email

Voice mail


35/48

Choosing your medium To determine the best medium for your

message determine:

What you as the senderneed to achieve What the receiverneeds to know. What

the receiverwants to know

How detailed, important, and or personal

the informationin the message is Which behavioryou want to influence and

how


36/48

Choosing your medium How would you communicate

an organizational change in your unit

the introduction of a new employee a change in someones job duties

a reprimand

notice of a meeting

Take a few moments to write down some ofyour thoughts


37/48

Choosing your medium The best way to communicate

an organizational change in your unit by

memo and small group meetings the introduction of a new employee by

group and one-on-one meetings

a change in someones job duties by

memo and one-on-one meeting a reprimand in a one-on-one private meeting

notice of a meeting by memo and email


38/48

Difference between oral and

written communication Oral communicationinteractive, fluid,

brief, non-restrictive in place, immediate

feedback. Written Communication - non

Interactive, restrictive in place, feedback notimmediate, longer with respect to time.


39/48

Communication network in an

Organization (Internal) Internal Formal & Informal

Vertical

Horizontal

Diagonal


40/48

External CommunicationExternal customers( can be written or oral)

Advertising

Media Public Relations

Presentations

Negotiations

Mails Telegrams

Letters


41/48

Communication Communication occurs in three

directions in organizations

Upward communications

Downward communications

Lateral communications


42/48

I Heard It on the Grapevine The grapevine is an

informal communication

network within anorganization.

Research reflects thatabout 75 % of the

communication in thegrapevine is accurate.


43/48

Communications Did you know? People remember:

10 percent of what they read

20 percent of what they hear

30 percent of what they see

50 percent of what they see and hear

80 percent of what they say

90 percent of what they say and do


44/48

Communications Did you know? If you tell 100 people something without

repetition:

After 24 hours, 25 percent have forgotten it After 48 hours, 50 percent have forgotten it

After 72 hours, 75 percent have forgotten it

After one week, 96 percent have forgotten it


45/48

Barriers to communication What are barriers to communication

that exist in any work setting?


your thoughts


46/48

Barriers to communication Some common barriers to interpersonal

communication include: Unclear process:The receiver and sender may not share

the same language, slang, jargon, vocabulary, symbols

Chain of command:There may be too many layers that amessage passes through between sender and receiver

Large size of an organization, geographicdistance:Large numbers of receivers require good messagesending methods

Personal limitations:Physical and mental disabilities,and differences in intelligence and education may interfere withmutual understanding


47/48

Barriers to communication Additional common barriers to interpersonal communication include:

Human nature: Peoples egos, prejudices, and traditions can get inthe way

Conflicting feelings, goals, opinions: If people feel on opposite

sides of an issue they may not share Power: The idea that knowledge is power can lead to information

hoarding

Improper timing Is the boss distracted today?

Selective Perception receiver hears message based on his/herinterests, needs, motivations, experience, background and otherpersonal characteristics.

Defensiveness response when receiver interprets message asthreatening

and other ideas you may have thought of


48/48

THANK YOU

Documents

Effec Comm Skills