Communication Skills

Communication can be defined as the transfer of information and ideas from the sender to the receiver with being understood by both the sender and the receiver.

Why Communication ? To establish and disseminate goals of an enterprise. To develop plans for their achievement. To organize human and other resources in the most effective and efficient way.

Contd…. Why ? To select, develop, and appraise members of the organization. To lead, direct, and motivate, and to create a climate in which people want to contribute. To control performance.

The Communication Direction : Upward Communication 2. Downward Communication 3. Crosswise Communication

The Communication Barriers Filtering Selective Perception Values Creditability

Contd…. Barriers Tendency to Evaluate Wrong Expectations Language Message Overloading

Contd… Barriers Defects in the Channel Physical and Environmental Factors Pre - Conceived Notion

Communication Behaviours Proposing Seeking Information Giving Information Disagreeing Building

Contd… Behaviours Supporting Defending Attacking Blocking/ Difficulty Stating Open

Contd… Behaviours Testing Understanding Summarizing Shutting Out Bringing In

Effective Message Transmission Start with a general framework. Use logical order to convey details. Avoid overloading of information and message. In case of a long message, break it into logical units. Ask or look for feedback. Summarize.

How to Make Communication Effective Determine purpose (What/Why ?). Identify the receiver/ receiver group. Design message appropriately. Select appropriate channel.

Contd… How to make Anticipate distortions. Use multiple channels. Use feedback.

Overcoming Barriers to communication Active Listening Skills Listen with Intensity Listen with Empathy Listen with Acceptance Take responsibility for completeness Make Eye Contact

2. Feedback Skills Focus on specific behaviour – Specific rather than general. Keep feedback impersonal – Negative feedback should be descriptive not judgemental. Keep feedback goal oriented – Directed toward recipients goals.

Contd…. Feedback Skills Make feedback well timed – Short interval between his/her behaviour and feedback. Ensure understanding – Transference and understanding.

3. Audience Sensitivity The basic idea behind these attempts is the ability of the sender to empathise with the receiver.