communication basics

Effective Communications Skills Ulfat Hussain11-Sep-13CORPORATECOACH1communication basics Ulfat Hussain11-Sep-13CORPORATECOACH2what is communication?SENDERRECEIVERFeedbackCommunication is the process of sending and receiving information among peopleMedium11-Sep-133CORPORATECOACHprocess of communication

SENDERENCODINGMESSAGEDECODINGRECEIVERFEEDBACKIdeas Info Intentions and PurposeNecessity of using words, symbols or forms in a precise mannerIts final shape and form depends on the channel selected and the speedInterpreting message in terms of background experience and expectationUnderstood and acted in the light of it11-Sep-134CORPORATECOACHwhy do we communicate?What do you think?

11-Sep-135CORPORATECOACHcommunication goals11-Sep-13CORPORATECOACH6why do we communicate? We communicate to:Share our ideas and opinionsProvide feedback to othersGet information from othersGain power and influenceDevelop social relationshipsMaintain self-expression and our cultureand other ideas you may have thought of

11-Sep-137CORPORATECOACHwhy is communication important?Inspires confidenceBuilds respect in business and social lifeHelps make friendsDevelops a distinct personalityReveals your ability to others11-Sep-138CORPORATECOACHhow do we communicate? Think of the many ways in which you communicate

11-Sep-139CORPORATECOACHchannels of communicationVocalNon-vocalVerbalSpoken WordsWritten WordsNon-verbalSighFacial ExpressionGruntPosture GestureInflectionSpatial Relationship11-Sep-1310CORPORATECOACHhow we communicateWe communicate and build interpersonal relationships through:Speech WritingListeningNon-verbal languageMusic, art, and crafts

11-Sep-1311CORPORATECOACHessentials of good communication Knowledge: Spontaneity in conversation, Level of conversationOrganising your thoughtsParticipating in discussionsBody Language: Show v TellBeing a good listener: Listening v hearing

11-Sep-1312CORPORATECOACHareas of human communicationIntrapersonal to think, reason, analyze, reflect.Interpersonal to discover, relate, influence, play, help.Small Group share information, generate ideas, solve problems, help.Organizational increase productivity, raise morale, inform, persuade.Public inform, persuade, entertainMass entertain, persuade and informbarriers to communication Ulfat Hussain11-Sep-1314CORPORATECOACHbarriers to communicationWhat are barriers to communication that exist in any work setting?

11-Sep-1315CORPORATECOACHbarriers to communicationInitiation of MessageDifferent personalities of sender and receiverDifferent perceptions of sender and receiverReceiver evaluates credibility of senderWords have different meaningReceiver hears what he wants to hearCode not understoodNoiseDistorted message

11-Sep-1316CORPORATECOACHbarriers to communicationSome common barriers to interpersonal communication include:Unclear process: The receiver and sender may not share the same language, slang, jargon, vocabulary and symbolsChain of command: There may be too many layers that a message passes through between sender and receiver

11-Sep-1317CORPORATECOACHbarriers to communicationLarge size of an organization, geographic distance: Large numbers of receivers require good message sending methodsPersonal limitations: Physical and mental disabilities, and differences in intelligence and education may interfere with mutual understanding

11-Sep-1318CORPORATECOACHbarriers to communicationAdditional common barriers to interpersonal communication include:Human nature: Peoples egos, prejudices, and traditions can get in the way

11-Sep-1319CORPORATECOACHbarriers to communicationConflicting feelings, goals, opinions: If people feel on opposite sides of an issue they may not sharePower: The idea that knowledge is power can lead to information hoarding

11-Sep-1320CORPORATECOACHempathetic listening Ulfat Hussain11-Sep-13CORPORATECOACH21the power of listeningThe philosopher Epictetus stressed the power of listening in this quote:

Nature gave us one tongue and two ears so we could hear twice as much as we speak.11-Sep-1322CORPORATECOACHthe human truths We need to be understoodWe want to belongWe long to feel specialWe crave more control over our livesWe dream of reaching our potential

2311-Sep-13CORPORATECOACH23four factors of understanding NeedsWantsExpectationsEmotions11-Sep-1324CORPORATECOACH24power of understandingSeek to understand first, then to be understood - Steven R. Covey

11-Sep-13CORPORATECOACH25empathyWhat the difference between Sympathy & Empathy?11-Sep-13CORPORATECOACH26empathyAlways put yourself in the other persons shoes This simply means that you need to look at every aspect of your conversation from the other persons point of view.11-Sep-1327CORPORATECOACHpercentage of communicationMode of CommunicationFormal Yearsof TrainingPercentage of Time UsedWriting12 years9%Reading6-8 years16 %Speaking1-2 years30%Listening0-few hours45%listening and speaking are used a lot11-Sep-1329CORPORATECOACH but not taught enoughAmount taught11-Sep-1330CORPORATECOACHlisten activelyPrepare to listen by focusing on the speakerControl and eliminate distractions so that you can focus on the message. Dont do anything else (writing, reading, email) but listen11-Sep-1331CORPORATECOACHlisten activelyEstablish appropriate eye contact to show interest See listening as an opportunity to get information, share anothers views, and broaden your own knowledge

11-Sep-1332CORPORATECOACHlisten activelyCreate a need to listen by thinking about what you can learn from the speakerSet aside the time to listen so that you wont feel rushed or become distracted by other responsibilities11-Sep-1333CORPORATECOACHlisten activelyDont prejudge the message based on who is delivering it. Focus instead on the content of the message.Monitor the way you listen by asking yourself questions such as Did I really pay attention or was I thinking about what I was going to say next? Was there information I missed because I allowed myself to become distracted?

11-Sep-1334CORPORATECOACHlisten activelyLISTEN =SILENT11-Sep-13CORPORATECOACH35giving & receiving feedbackJishu Tarafder11 September 2013CORPORATECOACH36giving & receiving feedbackWhy is it necessary to give constructive feedback to others?

11 September 2013CORPORATECOACH37

give feedback whenSomeone asks for your opinionWork errors occur frequently A coworkers habits disturb youA coworkers behavior has negative consequences There are unresolved problems

11 September 2013CORPORATECOACH38what is constructive feedback?Constructive feedback focuses on:

Facts NOT peopleSolving problems instead of placing blame Strengthening relationships instead of being right

11 September 2013CORPORATECOACH39obstacles to giving constructive feedback 1/3What makes it hard to give constructive feedback?

11 September 2013CORPORATECOACH40

obstacles to giving constructive feedback 2/3Separating the person from the problemOthers becoming defensive or angryFear of negative consequences (especially if the other person is a supervisor)Dealing with potential conflict (especially if the other person is aggressive)

11 September 2013CORPORATECOACH41obstacles to giving constructive feedback 3/3Avoiding hurt feelingsPreserving relationshipsNot having all the facts and jumping to conclusionsChoosing the right time so that the other person is most receptive

11 September 2013CORPORATECOACH42STATE feedback a modelState the constructive purpose of your feedbackTell specifically what you have observedAddress and describe your reactionsTender specific suggestions for improvementExpress your support and respect for the person

11 September 2013CORPORATECOACH43STATE feedback an example 1/5State the constructive purpose of your feedback:

Id like to give you some feedback about your training style so that your evaluations will be more positive and you will enjoy it more.

11 September 2013CORPORATECOACH44STATE feedback an example 2/5Tell specifically what you have observed:

I notice that you rely heavily on your notes.

11 September 2013CORPORATECOACH45STATE feedback an example 3/5Address and describe your reactions:

I feel as though you are unsure of yourself when you read.

11 September 2013CORPORATECOACH46STATE feedback an example 4/5Tender specific suggestions for improvement:

I can help you develop a PowerPoint presentation so that you can use the screens as a cue instead of being tied to your notes.

11 September 2013CORPORATECOACH47STATE feedback an example 5/5Express your support for the person:

You know a lot about the subject. With practice you can become a good trainer.

11 September 2013CORPORATECOACH48nonverbal communication Jishu Tarafder11-Sep-1349CORPORATECOACHnonverbal communicationNonverbal communication, known as body language sends strong positive and negative signals. This is how much it influences any message:

WordsTone of voiceNon-verbal cuesMessage 100%

11-Sep-1350CORPORATECOACH7%38%55%100%body language includesFaceFigureFocusTerritory Tone Time

Each of these is described in the following slides

11-Sep-1351CORPORATECOACHbody language - faceFace includes:

Your expressionsYour smile or lack thereofTilt of the head; e.g., if your head is tilted to one side, it usually indicates you are interested in what someone is saying

What message are you sending if someone is presenting a new idea and you are frowning?

11-Sep-1352CORPORATECOACHbody language - figureFigure includes:

Your postureYour demeanor and gesturesYour clothes and accessories such as jewelry

What message are you sending if you are dressed casually at an important meeting?

11-Sep-1353CORPORATECOACHbody language - focusFocus is your eye contact with othersThe perception of eye contact differs by culture. For most peopleStaring makes other people uncomfortableLack of eye contact can make you appear weak or not trustworthyGlasses may interfere or enhance eye contact

What message are you sending if you are looking at other things and people in a room when someone is speaking to you?

11-Sep-1354CORPORATECOACHbody language - territoryTerritory focuses on how you use space. It is also called proxemics.

The perception of territory differs by culture. Most people are comfortable with an individual space that is about an arms length in diameter

What message are you sending if you keep moving closer to a person who is backing away from you?

11-Sep-1355CORPORATECOACHbody language - toneTone is a factor of your voice.

Pitch is the highness or lowness of voiceVolume is how loud your voice isEmphasis is your inflection

What message are you sending if during a disagreement you start speaking very loudly?

11-Sep-1356CORPORATECOACHbody language - timeTime focuses on how you use time. It is also called chronemics.

Pace is how quickly you speakResponse is how quickly you movePunctuality is your timeliness

What message are you sending if you are consistently late for meetings?

11-Sep-1357CORPORATECOACHconversation guidelines Jishu Tarafder11-Sep-13CORPORATECOACH585 Cs of conversationCourteousClearConciseCompleteConcrete

11-Sep-13CORPORATECOACH59conversation guidelines 1/7Before going into the conversation, ask yourself some questions:What is your purpose for having the conversation? What do you hope to accomplish? What would be an ideal outcome? Watch for hidden purposes.

11-Sep-13CORPORATECOACH60conversation guidelines 2/7Take the pressure off yourself. Keep in mind that you dont need to impress or even to entertain during a conversation. You just need to show your genuine interest in others. Make the other person feel important.

11-Sep-13CORPORATECOACH61conversation guidelines 3/7Smile! Sometimes, we make conversation harder than it needs to be. All you need to do to get started, is offer a sincere smile and a willingness to listen. Instead of waiting for someone to say hello and invite you into a conversation, say hello first.11-Sep-13CORPORATECOACH62conversation guidelines 4/7Offer a sincere compliment to someone. Comment on something they are wearing and then ask a related question. Or say simply, what do you like to do? just for fun? People love to talk about their hobbies. Example: My passion is

11-Sep-13CORPORATECOACH63conversation guidelines 5/7Actively listenBe prepared for awkward pausesIts okay to admit youre feeling shy The biggest key is to relax. When you feel comfortable, so will those with whom you are speaking

11-Sep-13CORPORATECOACH64conversation guidelines 6/7Questions are the key. Questions are excellent for making the conversation continue. Some excellent questions for keeping the conversation afloat are: Who? What? Where? Why? When? How? Really? Is it? Do you like?Remember 6 Wives and 1 Husband

11-Sep-13CORPORATECOACH65conversation guidelines 7/7Talk about the other personBe interested but dont be nosyDont pretendDont criticize Be livelyEnjoy the conversation

11-Sep-13CORPORATECOACH66telephone courtesyJishu Tarafder11-Sep-13CORPORATECOACH67quotes"There are four ways, and only four ways, in which we have contact with the world. We are evaluated and classified by these four contacts: what we do, how we look, what we say, and how we say it. - Dale Carnegie (1888-1955) American Educator

Your voice is your personality over the telephone Jishu Tarafder, CORPORATECOACH

11-Sep-13CORPORATECOACH68evaluate your telephone voiceYour voice makes an immediate impression that can portray you as:Friendly or DistantConfident or TimidSpontaneous or MechanicalRelaxed or Nervous11-Sep-1369CORPORATECOACHtelephone courtesyAlways smile:when you speak to someone on the phone - unless it is inappropriate.This might sound odd - but practice and listen to the difference in the tone of your voice if you are smiling.11-Sep-1370CORPORATECOACHtelephone courtesyPitch your voice lower:Phones are like tape recorders they make your voice sound higher pitchedSpeak slightly slower than normal and pronounce your words clearly.11-Sep-1371CORPORATECOACHtelephone courtesyBe well prepared: Practice by phoning someone you know who will give you honest feedback.If necessary have a pre-arranged script.11-Sep-1372CORPORATECOACHtelephone courtesyListen:Carefully to what the other person is sayingWithout interrupting11-Sep-1373CORPORATECOACHtelephone courtesyTake Notes:To ask questions after the other person has finished speaking11-Sep-1374CORPORATECOACHtelephone courtesyLocation:Make sure you are somewhere quiet and where you will not be interrupted.11-Sep-1375CORPORATECOACHtelephone courtesyDont eat. Dont smoke:you can hear it on the phone.If you need a drink then let the other person know that otherwise they will be surprised by suddenly hearing gulping noises!

11-Sep-1376CORPORATECOACHemail etiquetteJishu Tarafder11-Sep-1377CORPORATECOACHthe subjectBe sure to have a short SUBJECT: that indicates clearly what the topic of the e-mail is. Never be misleading in this regard! Typos, all caps or all small case can lend to the impression you may be a spammer.

11-Sep-13CORPORATECOACH78level of formalityNever assume a position of informality in your business e-mail. Only time and relationship building efforts can guide when you can informalize your business relationships and therefore your e-mail tone.

11-Sep-13CORPORATECOACH79addressingHow do you address your new contacts? I would suggest initially that you assume the highest level of courtesy: Hello, Mr. Chowdhury, Dear Ms. Khan, Dr. Quazi, etc. Until your new contact states, Mahmud" or "you can call me Shamima". Keep it formal until it is clear the relationship dictates otherwise.

11-Sep-13CORPORATECOACH80formattingRefrain from using unnecessary formatting in your business communications. The more formatting or embedded images that you include, the higher the chance that your e-mail could be blocked as spam. Keep in mind the recipient may not have their e-mail program configured in such a way as to display your formatting the way it appears on your system - if at all.

11-Sep-13CORPORATECOACH81attachmentsNever assume your recipient have the software you do to open any file you may arbitrarily send. If you need to send a file over size, business courtesy dictates you to take permission from the receiver.Use older version of software for greater number of audience. 11-Sep-13CORPORATECOACH82attachmentsConfirm whether they have the same software and version that you have.Make sure the best time of day to sent it to them to ensure they are available to download the file.Never send large attachments without warning

11-Sep-13CORPORATECOACH83forwarding emailsDont forward inappropriate email from work and always consider that others may not have the same sense of humor you do.make sure the people in your email address book want to receive this information.

11-Sep-13CORPORATECOACH84Using Previous e-mail for New CorrespondenceOnly use to replyAlways start a new e-mail and add your contacts to your address book so you can add them to a new e-mail with one click. Down edit your repliesDon't just hit reply and start typingRemove parts of the previous e-mail that no longer apply to your response including e-mail headers and signature files.

11-Sep-13CORPORATECOACH85email tipsThoroughly read emails requesting information and send all of the information the first time.Always use spell check.First email your response to your own email address so that you take the time to re-read it before sending to the intended recipient.Make sure you use proper punctuation and formatting.11-Sep-13CORPORATECOACH86steps of writing processJishu Tarafder11-Sep-13Jishu Tarafder 87steps to the writing processPrewriting DraftingEditingPost-writing

11-Sep-13Jishu Tarafder 88prewriting 1/8Prewriting, the first step in the writing process, is a decision-making step that helps you:Decide if your document is appropriate to write.Determine what to include.Avoid common initial writing errors.Avoid writer's block.

11-Sep-13Jishu Tarafder 89prewriting 2/8prewriting questions

The prewriting process includes answering these and related questions:

11-Sep-13Jishu Tarafder 90prewriting 3/8What do I want to accomplish?What are my primary objectives?What do I want my readers to do or not do, and by when?How important is my reader's action or inaction?How much effort and cost are justifiedin reading or in writing?

11-Sep-13Jishu Tarafder 91prewriting 4/8Who is going to read the document?Who are my intended readers?Who are other potential readersnow and in the future?

11-Sep-13Jishu Tarafder 92prewriting 5/8What content, ideas, or data are needed in the document?What do my readers already know?What do my readers want to know?What specific content, ideas, and/or data do I include or exclude?What format (memo, letter, report & phone) do I use to distribute the information?

11-Sep-13Jishu Tarafder 93prewriting 6/8How can I best organize my points into a coherent argument?What organizational plan (e.g., problem-solution) will link my ideas/data?Should I use several organizational plans (e.g., time sequences, geographic locations, problem/solutions) to organize ideas within and across sections?Can I improve my transitions and improve the strength of my argument?

11-Sep-13Jishu Tarafder 94prewriting 7/8Do my layout and design make this document clear?Are my design elements (heads, subheads, bullets, margins, bolding, fonts, graphics, etc.) making my logic and structure both logically and visually clear?Am I using design elements consistently, thus reducing the need for revisionsespecially for group projects?Am I using figures, tables, charts, and/or graphics to advance my arguments and reduce text?

11-Sep-13Jishu Tarafder 95prewriting 8/8Prewriting is a decision-making step.Prewriting leads to success because it makes you think before you start writing.Thinking before writing and knowing your goal eliminates rewriting and wasted effort.Prewriting helps you determine the type of document you need to create (persuasive or informative,

11-Sep-13Jishu Tarafder 96drafting 1/4Drafting is a straightforward step if you have completed the prewriting process.

What points should you consider when you start to draft a document? First, review the four basic questions associated with the prewriting step:11-Sep-13Jishu Tarafder 97drafting 2/4What do you want the document to accomplish?Who is going to read the document?How can you effectively organize or link your points into a coherent argument?What layout and design standards will make it a successful (professional) document?

11-Sep-13Jishu Tarafder 98drafting 3/4After you've answered these questions, your drafting process steps are as follows:Complete any needed research or data gathering.Expand your notes and identify your key points.Double-check your notes for other key points.Choose an organizational plan or plans to link your ideas, such as moving from problem to solution or writing chronologically.

11-Sep-13Jishu Tarafder 99drafting 4/4Improve the impact of your writing:Use your readers' viewpoints and address their concerns.State your key point, action, or requirement in your first paragraph.

11-Sep-13Jishu Tarafder 100editing 1/10Step 1 Editing the Logic and Structure

Tell your readers what you're going to tell them.Tell it to them.Tell them what you've told them.

11-Sep-13Jishu Tarafder 101editing 2/10Here's a parallel approach in writing:Use an introductioneither a sentence, a full introduction, a table of contents, or an executive summary.Make your points concisely, and use heads, subheads, and graphics to emphasize them.Summarize and conclude.

11-Sep-13Jishu Tarafder 102editing 3/10You can also improve the logic, structure and organization of your documents by asking yourself the following key questions:

Can your reader immediately identify you, your position, and your company?Is the action you want the reader to take clear in your first or last paragraph?

11-Sep-13Jishu Tarafder 103editing 4/10Is the action you are going to take clear in your first or last paragraph?Are your recommendations clear, supported, and in your first or last paragraph?Are your organizational plan and content easy to understand?

11-Sep-13Jishu Tarafder 104editing 5/10Would a different organizational plan make your content easier to understand?Can readers skim the document (does it have good heads, subheads, transitions, etc.)?Are your assumptions justified and supported?Is the content factual, correct, and persuasive?

11-Sep-13Jishu Tarafder 105editing 6/10Step 2 Editing Layout and Design

How do you choose your layout and design elements? Use a style sheet. Style sheets allow you to establish and use consistent formats for paragraphs, heads, subheads, fonts, italic, bold, and so forth.

11-Sep-13Jishu Tarafder 106editing 7/10Look at your finished document in terms of layout and design:

If I received this document, would I read it or toss it aside for later?Would I be more likely to read the document if key points and organization were easier to see visually?11-Sep-13Jishu Tarafder 107editing 8/10Can I make the linkages among ideas visually clearer by changing heads and subheads or using figures or tables?Is the document visually pleasing? Is it in an appropriate business format?

11-Sep-13Jishu Tarafder 108editing 9/10Did I use clear laser typeface(s) or font(s)? Does it fit together as whole (font, margins, heads, etc.)?Would adding color emphasize my key points better or be a distraction?Does my document look like others my company creates?

11-Sep-13Jishu Tarafder 109editing 10/10Step 3 Editing for Grammar

Check for grammar errors by reading aloud. Be cautious when using grammar checkers.11-Sep-13Jishu Tarafder 110post-writing 1/2Among the post-writing questions you should ask yourself are the following:

Have I met the reader's requirements or does she need more information?Am I writing statements that I'll later regret?11-Sep-13Jishu Tarafder 111post-writing 2/2Did I proofread my document? Should a colleague proof it? Is it worth proofreading twice?Did I spell check and grammar check?Have I arranged for reproduction, distribution, and storage?Do I need clearance to send or distribute the document?

11-Sep-13Jishu Tarafder 112the vital few of communicationJishu Tarafder11-Sep-13CORPORATECOACH113SHARESHARE model for giving good information are:State the main point of your message Highlight other important points Assure the receivers understanding React to how the receiver responds Emphasize/summarize your main ideas

11-Sep-13114CORPORATECOACHFOCUSFOCUS model for getting good information are:Focus the discussion on the specific information you needOpen-end question to expand the discussionClose-end question to get specificsUse active listening skills to understand what you are hearingSummarize and close the discussion

11-Sep-13CORPORATECOACH115STATESTATE model for constructive feedback are:State the constructive purpose of your feedbackTell specifically what you have observedAddress and describe your reactionsTender specific suggestions for improvementExpress your support for the person

11-Sep-13116CORPORATECOACH3F & 3TSix aspects of non-verbal communication:Face expressions, smile, tilt of headFigure posture, demeanor, gestures, dressFocus eye contactTerritory use of spaceTone voice pitch, volume, emphasisTime the use time

11-Sep-13CORPORATECOACH117the vital fewAny Questions?Thank You!See you again! 11-Sep-13CORPORATECOACH118