1

Communication SkillsDay 1

2

3

Man is a Social Animal - Aristotle • Communication is an

indispensable social need for an individual

• Communication is lifeblood for an Organization

4

As individuals communication consumes 70% of our wake time

In an organization communication consumes 90% of its work time

5

AimsCONFIDENCE BOOSTING /BUILDING

Eliminating stage fright and mumbles

CLEAR & COHERENT THOUGHT PROCESS

Eliminating muddled organization of ideas

SKILLS FOR EFFECTIVE YET SIMPLE COMMUNICATION

If you cant explain it simple enough you have NOT understood it well enough

ULTIMATE GOAL

Forming foundation for a confident and well sounding officer who is well versed with art and science of Communication.

An officer whose presentation skills, body language and thought process depicts confidence, ease of addressing the audience, effective expression and a clear thought process each time when he speaks or writes in CTP, STP and finally when he assumes office.

An officer who knows how to simplify information and effectively disseminate it – One who is a good listener, a confident speaker and an effective writer

A thorough professional who will translate his good communication skills into well coordinated team work and consequently fruitful outcomes

Modus Operandi• Frequent discussions• Interactive sessions• Rostrum appearance• Addressing audience • Freedom of

expression• Presentations • Leadership roles • Role plays• Case studies• Applied practice

sessions• Tips and techniques

on creating coherence in thought process

• Polishing analytical and reasoning skills

• Customized course outline imbibing best practices in communication skills trainings

• Reputed theory & practice

• Spot tests for enhancing retention & understanding

Ultimate Goal

Introduction 6

Definitions of Communication Purpose of Communication Forms/Types of Communication Elements/Process of Communication

Introduction to What Communication is ?

7

Derived from a Latin word “communis” ..

• Communication is what creates “common ness” among people, when they talk or write to each other..

• A situational relationship for exchange of ideas and sharing of information .. to create a mutual thought process..

Definitions

8

The art of understandin

g and being understood

•Interchange Of Thoughts, Opinions Or Information By Writing, Speech Or Signs .. (Robert Anderson – Professional Selling)

Definitions

•Sum Of All The Things One Person Does When He Wants To Create Understanding In The Mind Of Another; It Involves A Systematic And Continuous Process Of Telling, Listening And Understanding. . (Allen Louis)

•Transfer Of Information And Understanding From One Person To Another .. (Davis Keith – Human Behavior At Work )

9

Broadly speaking, at work place we communicate primarily to :

• Inform • Persuade

Purpose

10

Farming provides most of the food we eat. Our chief food crops are cereals or grains. Whole grain is a healthy source of fiber, which is good for health ..

Now your dream home is just a step away from reality. XYZ home loan offers wide range of friendly repayment options. So hurry up, what are you waiting for !

purpose

11

Communication to inform

Communication to persuade

Expository in nature

Driven with a desire to develop and explain the subject

Focuses on subject of communication

Idea centric

Persuasive in nature

Driven with an aim to influence, convince and sway the audience

Focuses on object of communication

Audience centric

Purpose

12

Classification based on receiver Intrapersonal Communication Interpersonal Communication Extra personal Communication Group Communication Mass Communication

Classification based on directionOf flow of message Vertical Communication Horizontal Communication Diagonal Communication

Forms/Types

Classification based on medium employed•Verbal Communication (oral /spoken/words)•Non-Verbal Communication (Wordless/body language/gestures/signs)

13

The Linear Concept

5 Basic Questions Who ? –says what ? – through which

medium? – to whom? – with what effect?

Elements/Process

Elements/Process of Communication

Sender

Message

channel

Receiver

effect

14

Ideation • EMPLOYEE WELFARE

POLICY HAS TO BE CIRCULATED

Sender •CEO

Message •Policy

Receiver •Employees

Feedback •Appreciation, Resentment etc

Feedback

Receiver

Message

Ideation

Sender

CIRCULAR CONCEPT

15

Core idea : Communication is purposive in nature. Ideally it has to be reciprocal and a mutual exchange of ideas

Linear view treated the Sender as the determiner of message and its meaning. The two way concept involves receiver as an active agent in construction of meaning of message

Elements/Process

Two way communication

The Contemporary Concept

16

WHAT HAPPENS WITHOUT THE CIRCULAR MODEL

• When sender undermines the importance of role of receiver in communication process, communication loses its purpose

• Lets consider the following example :

17

SITUATION :

The Secretary of a Ministry asked his Staff Officer to call a “most-important” meeting of all the Heads of Departments under the Ministry

The Secretary was surprised to find that the meeting had been fixed for the next morning ..

Why surprised?

18

The reason for being surprised was that by saying “most important” he (sender) assumed that receiver (Staff officer) would infer the urgency of the matter, automatically.

He undermined the important role of the receiver in practical execution of the message

He (sender) did not put in enough effort to make the message as clear and as accurate as possible so as to facilitate the receiver to do his job as desired

Similarly, the onus lies on the receiver as well. He did not apply the principle of circular communication and hence did not make an attempt to clarify queries

19

FUNGIBILTY/ LESSON DRAWN:

Sender should design the message as clear as possible

Thoughts in the head should not be perceived to be communicated unless they are actually communicated

Circular model of communication should be opted for, as an essential, for successful implementation of message

20

A WORTH REMEMBERING TIP ON ORGANIZATIONAL COMMUNCIATION..

IF WHAT IS SAID IS NOT

WHAT WAS MEANT TO BE SAID

THEN WHAT OUGHT

TO HAVE BEEN DONE REMAINS UNDONE