Effective Communication Presented By A.Suthakaran ASM (OE) GHCL LIMITED

Index Effective Communication Verbal and Non-Verbal Communication Facial Expression Body Language

Communication Find Out what your Listener wants Know what you want to say Control Fear Stop Talking and Listen Think before you talk Believe in your message Repeat Major Points

Communication: A Definition Communication is the process of exchanging information by the use of words, letters, symbols, or nonverbal behavior.

Effective Communication Quicker problem solving Improved stakeholder response Stronger decision making Effective Communication Increased productivity Enhanced professional image Steadier work flow Clearer promotional materials Stronger business relationships

Types of communication Verbal Non - Verbal

Steps in the Communication Process Sender Message Channel Receiver Feedback

Basics of Effective Communication It matters not so much what you say as it does how you say it. Your communication style is a SET of various behaviors and methods of relaying information that impact all facets of life.

Basics of Effective Communication Learning all communication styles is important in order to avoid communicating in less effective ways and in order to recognize those styles in others so as to be able to deal with them. People are not difficult. They only seem difficult to the extent that we do not have the skills to deal with what they bring to the table. It is our lack of knowledge that makes the situation difficult.

Benefits of effective communication Quicker problem solving Better decision making Steady work flow Strong business relations Better professional image

Understanding Verbal Communication Styles Passive, Aggressive, and Assertive Communication Understanding Verbal Communication Styles

Passive Communication Allowing our own rights to be violated by failing to express our honest feelings. The goal of being a passive communicator is to avoid conflict no matter what. Little risk involved – very safe. Little eye contact, often defers to others’ opinions, usually quiet tone, may suddenly explode after being passive too long.

Examples of Passive Communication “I don’t know.” “Whatever you think.” “You have more experience than I. You decide.” “I’ll go with whatever the group decides.” “I don’t care. It doesn’t matter to me.” “Yes, yes, yes, yes, yes, yes, yes. . . NO!”

Aggressive Communication Protecting one’s own rights at the expense of others’ rights – no exceptions. The goal of the aggressor is to win at all costs; to be right. Does not consider actions a risk because this person thinks they will always get their way. It is risky in terms of relationships Eye contact is angry and intimidating; lots of energy; loud and belittling; never defers to others, or at least does not admit to; manipulative and controlling. Often uses violence or verbal abuse.

Examples of Aggressive Communication “I don’t know why you can’t see that this is the right way to do it.” “It’s going to be my way or not at all.” “You’re just stupid if you think that will work.” “ “Who cares what you feel. We’re talking about making things work here.”

Assertive Communication Protecting your own rights without violating the rights of others. The goal of the assertive person is to communicate with respect and to understand each other; to find a solution to the problem. Takes a risk with others in the short run, but in the long run relationships are much stronger. Eye contact maintained; listens and validates others; confident and strong, yet also flexible; objective and unemotional; presents wishes clearly and respectfully.

Examples of Assertive Communication “So what you’re saying is. . . .” “I can see that this is important to you, and it is also important to me. Perhaps we can talk more respectfully and try to solve the problem.” “I think. . . I feel. . . I believe that. . . .” “I would appreciate it if you. . .” Let me understand your thoughts on this…

All styles have their proper place and use. Which is the Best Style? All styles have their proper place and use. Assertive communication is the healthiest. Boundaries of all parties are respected. Easier to problem-solve; fewer emotional outbursts. It requires skills and a philosophy change, as well as lots of practice and hard work. When both parties do it, no one is hurt in any way and all parties win on some level.

NON-VERBAL COMMUNICATION Nonverbal Communication in Organizations

NON-VERBAL COMMUNICATION The study of non-verbal communication examines how messages are communicated through physical behaviour, vocal cues and spatial relationships.

The total impact of a message breaks down like this: 7 percent verbal (words) 38 percent vocal (volume, pitch, rhythm, etc) 55 percent body movements (mostly facial expressions) Hello

Nonverbal Communication in Organizations 􀁺 Environment 􀁺 Body placement 􀁺 Posture 􀁺 Gestures 􀁺 Facial expressions and movement 􀁺 Clothing, dress, appearance

Effective communication is the combined harmony of verbal and nonverbal actions. Nonverbal communication consists of body movement, facial expressions and eye movement.

Major areas of nonverbal behaviors are: Eye contact Facial expressions Gestures

Posture and body orientation Proximity Para linguistics

EYE CONTACT

EYE CONTACT The eyes can give clues to a person’s thoughts. When someone is excited, his pupils dilate to four times the normal size. An angry or negative mood causes the pupils to contract.

EYE CONTACT Good eye contact helps the audience develop the interest in the speaker. Eye-contact helps regulate the flow of communication and reflects interest in others.

EYE CONTACT Direct eye-contact conveys interest, warmth, credibility and concern. Shifty eyes suggest dishonesty. Downward gaze may be a sign of submissiveness or inferiority.

FACIAL EXPRESSIONS

FACIAL EXPRESSIONS You have 80 muscles in the face that can create more than 7,000 facial expressions. The facial muscles produce the varying facial expressions that convey information about emotion, mood, and ideas. Emotional expressions are one primary result of activity by the facial muscles.

FACIAL EXPRESSIONS There are six categories of facial expressions: Happiness Sadness Anger Disgust Surprise Fear

FACIAL EXPRESSIONS HAPPINESS “Whoever is happy will make others happy too.” -Mark Twain

FACIAL EXPRESSIONS SADNESS “Sadness dulls the heart more than the grossest sin” -Author Unknown

FACIAL EXPRESSIONS ANGER “Anger is one letter short of danger” Author Unknown

FACIAL EXPRESSIONS DISGUST A disgusting expression on the face is considered negative and should be avoided in formal gatherings.

FACIAL EXPRESSIONS SURPRISE The eye-brows and the eyes are most affected in an expression of surprise.

FACIAL EXPRESSIONS FEAR There is nothing to fear, but fear itself.

GESTURES Recognizing attitudes conveyed through Body Language Right postures to adopt at the Work Place and postures to avoid Pick up non-verbal signals from a customers body language Facial expressions can enhance or detract verbal communication Setting standards of Body Language to drive Customer Delight at the Public Office

GESTURES Gestures communicate as effectively as words, sometimes even better. Gestures support the verbal communication. They sometimes detract from what you say.

GESTURES There are some negative gestures which should be avoided: Pointing at people- It is perceived as accusatory. Fiddling with your items-It gives the impression that you are nervous. Dragging the feet-It implies lethargy. Head Down- It suggests timidity.

GESTURES Drooping shoulders- It implies weariness and lethargy. Weak handshake-It implies meek and ineffectual personality. Shifty eyes- It suggests nervousness. Arms crossed on the chest- It is a defensive gesture.

GESTURES Hands in pockets- Shows disrespect, and that you have something to hide. Covering your mouth- It suggests you are lying. Shaking feet or legs- It shows indifference and disinterest.

Avoid these hand gestures

Use these hand gestures

POSTURE AND BODY ORIENTATION

POSTURE Body posture can be open or closed. Interested people pay attention and lean forward. Leaning backwards demonstrates aloofness or rejection.

POSTURE A head held straight up signals a neutral attitude. A head down is negative and judgmental. A head tilted to the side indicates interest.

POSTURE Some negative postures should be avoided: Rigid Body Posture-Anxious/ Uptight Hunched Shoulders –Lacks interest/ Feeling inferior Crossed Arms-Protecting the body/ Negative Thoughts

What impression do the following people give you?

What impression do the following people give you?

PROXIMITY Proximity is the distance people maintain between themselves while talking.

PROXIMITY DISTANCE ZONES Intimate Zone- No more than18 inches apart (mother and baby) Personal Distance-18 inches to 4 feet. (Casual and personal conversations). Social Distance-4-12 feet (impersonal, business, social gatherings)  Public Distance-More than 12 feet( Public speaking)

PROXIMITY Space/Distance as an indicator of intimacy-The more we get to know each other the more we are permitted into each other's  personal space Space/Distance as an indicator of status- Executives, presidents of colleges, government officials have large offices with big space... secretaries have small space

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