Part I - Understanding Communication By Ms Kamlesh Sadarangani Head – Marketing & PRO

Communication is commonly defined as: “The exchange of thoughts, ideas, feelings, information, opinions, and knowledge.“ Communication typically involves two or more people: a sender, receiver and a message. 2 Brahma Kumaris’ GHRC managing BSES MG Hospital

 It is a two way process  It involves mutuality of understanding between sender and receiver.  There are mainly two types of communication  Verbal  Non-verbal 3 Brahma Kumaris’ GHRC managing BSES MG Hospital

4 Non VerbalVerbal SpokenWritten Face to face, Telephonic, Speech, Audio & Visual Lectures, Meetings, Conference Orders, Instructions, Letters, Memos, Reports, Manuals, s Body language Para language Space language Sign language Posture Touch Expression Listening The way we speak The tone in voice Surrounding Social Status Sign patterns Visuals

To sum it up, communication involves 3 basic components:  Verbal Messages - the words we choose  Para verbal Messages - how we say the words  Listening Skills These 3 components are used:  To send clear, concise messages, and,  To receive & correctly understand the messages that are sent to us Brahma Kumaris’ GHRC managing BSES MG Hospital 5

 Know your message  Fear control  Talk as well as listen  Always think before you speak  Believe in your message  Repeat key points  Find out what your listener wants Brahma Kumaris’ GHRC managing BSES MG Hospital 6 video

Brahma Kumaris’ GHRC managing BSES MG Hospital 7 Barriers to Communication Semantic Barriers Emotional or Psychological Organisational Barriers Personal Barriers

 Symbols with different meaning  Badly expressed message  Faulty translation  Un-clarified assumption  Specialist’s language (use of jargon) Brahma Kumaris’ GHRC managing BSES MG Hospital 8

 Inattention  Loss of transmission & poor retention  Undue reliance on the written word  Distrust of communication  Failure to communicate Brahma Kumaris’ GHRC managing BSES MG Hospital 9

 Organizational policy  Organization rules & regulation  Status relation  Complexity in organization Brahma Kumaris’ GHRC managing BSES MG Hospital 10

 Barriers in Superiors  Attitude of Superior  Fear of challenge of authority  Lack of time  Lack of awareness  Barriers in Subordinates  Unwillingness to communicate  Lack of proper incentive  Lack of self esteem Brahma Kumaris’ GHRC managing BSES MG Hospital 11

 Allow others to talk  Respect the other person’s point of view  Concentrate on the conversation rather than thinking what to speak  Help individuals resolve their problem with patient listening video Brahma Kumaris’ GHRC managing BSES MG Hospital 12

It is often our failure to communicate effectively that leads to :  Professional setbacks  Personal disappointment  Breakdown of important relationships  Wasting energy and time on frustration and dramas  Not reaching our full potential Brahma Kumaris’ GHRC managing BSES MG Hospital 13

 Rewarding and harmonious relationships with others  Easily build rapport with clients, customers, friends, new acquaintances  Getting what you want  More time for yourself and others  Satisfaction and success in life 14 Brahma Kumaris’ GHRC managing BSES MG Hospital

 Happiness  Success  Harmonious relationships with the people around you  No misunderstandings Brahma Kumaris’ GHRC managing BSES MG Hospital 15

 Listening Skills (Non-verbal Communication)  How to use communication effectively to get what you want ! Brahma Kumaris’ GHRC managing BSES MG Hospital 16

Thank You! 17 Brahma Kumaris’ GHRC managing BSES MG Hospital