1. Course Learning Objective 1 Apply communication concepts for effective interpersonal communication.
Communication-conceptual understanding,process, challenges,barriers.
Theories of communication behaviour-JOHARI Window,Transactional Analysis
Effective Communication-7 Cs of commuication.

2. Communications – Did you know?
People remember:
10 percent of what they read
20 percent of what they hear
30 percent of what they see
50 percent of what they see and hear
80 percent of what they say
90 percent of what they say and do

3. Communications – did you know?
If you tell 100 people something without repetition:
After 24 hours, 25 percent have forgotten it
After 48 hours, 50 percent have forgotten it
After 72 hours, 75 percent have forgotten it
After one week, 96 percent have forgotten it

4. A definition of communication
Communication is a process of transfer,exchange,sharing of ideas,thoughts,feelings etc in such a way that the mental picture envisioned by the sender is the same as that perceived by the receiver.

5. The Communication Process
Feedback
Receiver
Decoding
Channel
Source
Encoding
Message
Message
Message
Message
Message

6. Characteristics of communication
Two way process
Continuous
Essential
Has an objective or a purpose
Pervasive across all walks of life.

7. Challenges while sending and receiving a message
Unclear ideas
Wrong or inappropriate medium
Noises or breakdowns during communication
Message ignored or missed due to information clutter
Meaning of mesages not interpreted the way they were meant
Low impact of messages and consequent poor response.

8. Barriers to Communication
Sender oriented barriers-attitude,frame of reference,complexes,editing, distortion of message,perceptual bias etc.
Verbal and non verbal barriers-Linguistic,semantic,punctuation,wrong selection of medium,poor vocabulary etc.
Cross cultural barriers-diffeence in approaches to communicate due to cultural nuances
Physical barriers-age, gender,noise,distance, time.

9. Perception and Communication
Perception-process in which we use our senses to acquire information about environment or any event and thereby develop an understanding of the subject.
Causes communication breakdowns as the perceptions may clash.
Can reduce perceptual bias by JOHARI Window.

10. Importance of Feedback
We may say that communication has occurred only when the message has been understood.
Understanding occurs in the mind of the receiver.
Feedback is critical to ensure that accurate understanding of the message has occurred.

11. Constructive and Destructive feedback
tries to imrove the current situation.
positive and correct tone of message.
e.g-The design needs to be reviewed from the practical angle and minute issues.
Destructive
Derogatory
Hurting
Harmful
e.g-This design is absolutely useless and impractical and lacks attention to little details.

12. Communication Patterns-Underlying theories
JOHARI WINDOW
Analyses self in relation to others.
Helps increase knowledge about receiver and sender.
Improves interpersonal communication through feedback and disclosure.
TRANSACTIONAL ANALYSIS
Provides explanation of communication patterns.
Helps to recognize Ego states and modify transactions.
Increases successful communication

15. Key Points:
In most cases, the aim in groups should be to develop the Open Area for every person.
Working in this area with others usually allows for enhanced individual and team effectiveness and productivity. The Open Area is the ‘space’ where good communications and cooperation occur, free from confusion, conflict and misunderstanding.
Self-disclosure is the process by which people expand the Open Area vertically. Feedback is the process by which people expand this area horizontally.
By encouraging healthy self-disclosure and sensitive feedback, you can build a stronger and more effective team.

16. TA Assumptions:
It is possible to analyze behavior in a systematic way;
The past influences present behavior;
We can always change;
The quality of interpersonal relationships influences the quality of organizational and cultural life;
We are ultimately responsible for our own feelings and behavior.

17. Three philosophical concepts of TA.
Respect for the dignity of all human beings and empathic acceptance of them as people.
People at all ages and stages of development are capable of learning to take responsibility for their decisions and actions
Educational difficulties can be addressed effectively with co-operative goodwill and a coherent theoretical framework.

18. EGO STATES
Parent
Recording of early
experiences unique
to a person)
Critical Parent
Nurturing Parent
makes rules and sets limits
disciplines, judges and criticizes
advises and guides/protects
& nurtures
Adult
Reality testing rational
behavior, problem
solving)
concerned with data and facts
considers options and estimates
probabilities
makes unemotional decisions
plans and makes things happen
Child
(Recording of internal
events in response to
external events)
Free (Natural) Child
Adapted Child
Rebellious Child
fun-loving and energetic creative and spontaneous
Compliant and polite
Rebellious and manipulative

19. WORDS
CP: never, should, ought, must, stupid, ridiculous
NP: good, nice, I love you, splendid, don’t worry, let me help
A: when, how, what, why, where, alternative
FC: wow, fun, want, lovely, super, hi
AC: no, wish, I am sick, hope, sorry, after you

20. VOICE
CP: strong, critical, condescending, authoritative
NP: soft, loving, encouraging, concerned
A: even, calm, confident, unemotional
FC: free, excited, energetic, giggling
AC: shining, defiant, apologetic, placating

21. GESTURES
CP: closed, pointed fingers, angry frightening
NP: open arms, accepting, gentle, caressing
A: erect, level eye, straight, formal
FC: uninhibited, wide eyed, playful
AC: pouting, sullen, immobile, distant

22. ATTITUDE
CP: judgmental, moralistic
NP: understanding, caring
A: open, evaluative
FC: curious, changeable
AC: conforming, ashamed

23. Complementary Transaction: Parent-Parent1 P P
Stimulus (1)
“Workers today aren’t like they used to be.”
Response (2)
“You’re right. All that my men think about is what they can get away with.” 2 A A C C
Complementary Transaction: Parent-Parent

24. Complementary Transaction: Adult-Adult
Stimulus (1)
“What kind of a raise can we expect this year?”
Response (2)
“I think we’re getting Rs.500.” 1 A A 2 C C
Complementary Transaction: Adult-Adult

25. Complementary Transaction: Child-Child
Stimulus (1)
“Let’s not finish that report today; I’m too tired.”
Response (2)
“O.K., let’s go out for a drink.” P A A 1 C C 2
Complementary Transaction: Child-Child

26. Complementary Transaction: Parent-Child
Stimulus (1)
“Did you finish that report like I told you to?”
Response (2)
“No, and I’m not going to do it!” P P 1 A A 2 C C
Complementary Transaction: Parent-Child

27. Crossed Transaction: Adult-Adult, Parent-Child.
Stimulus (1)
“What kind of a raise can we expect this year?”
Response (2)
“Why don’t you do your job and stop worrying about it!” P P 1 A A 2 C C
Crossed Transaction: Adult-Adult, Parent-Child.

28. -Angular Ulterior Transaction:(Involving three ego states).
Social Level I(R)
“You’re right, I can’t afford it.”
Psychological Level II(R)
“I’ll take it.”.
Social Level
“This car would be great for you, but you can’t afford it.”
I (S) - Adult ego. P P
Psychological Level “Oh come on, your neighbor wouldn’t hesitate to buy it.”
I(s) A A
I(R)
II (S) - Child ego.
II(S) C
II(R) C
-Angular Ulterior Transaction:(Involving three ego states).

29. Making Communication Effective
Focus on audience
Keep the messages short and simple
Giving and receiving feedback the right way
Implementing 7 Cs of Communication

30. Seven C’s of Effective Communication
Completeness
Conciseness
Consideration
Concreteness
Creativity
Courtesy
Correctness

31. Completeness
Five W’s
One way to make your message complete is to answer the five W’s.
WHO?
WHAT?
WHEN?
WHERE?
WHY?
The five question method is useful when you write requests, announcements, or other informative messages.
For instance, to order (request) merchandise, make clear WHAT you want, WHEN u need it, WHERE it is to be sent.

32. 2) Conciseness
Conciseness means “convey the message by using fewest words”.
“Conciseness is the prerequisite to effective business communication.”
A concise message saves the time and expenses for both the parties.

33. How To achieve the conciseness ?
For achieving the conciseness you have to consider the following.
Avoid wordy expression
Include only relevant material
Avoid unnecessary repetition.

34. Avoid Wordy Expression
E.g. Wordy:- at this time.
Instead of “at this time” you can just use only a concise word:- NOW ,
Always try to use “ To the point Approach” in business scenario perspective.

35. Include only relevant information
to provide only relevant information to the receiver of the message.
Observe the following suggestions to “ Include only relevant information.”
Stick to the purpose of message
Delete irrelevant words
Avoid long introduction, unnecessary explanation etc.
Get to the important point concisely.

36. Avoid un-necessary Repetition
Some times repetition is necessary for focusing some special issue.
But when the same thing is said with out two or three reasons, the message become wordy and boring.
That’s why try to avoid Un-necessary repetition.

37. Some ways to eliminate unnecessary words
Use shorter name after you have mentioned the long once. e.g.
Spectrum communications Private limited use spectrum.
Use pronouns or initials E.g.
Instead of world trade organization use WTO or You can use IT for Information Technology.( keeping in views that receiver knows about these terms)

38. 3) Consideration
Consideration means – To consider the receiver’s Interest/Intention.
It is very important in effective communication while writing a message you should always keep in mind your target group

39. Three specific ways to indicate consideration
i-Focus on “you” instead of “I” or “We” ii-Show audience benefit or interest of the receiver iii-Emphasize positive, pleasant facts. Using “you” helps you, but over use lead a negative reaction.

40. Always write a message in such a way how audience should be benefited from it. e.g. We attitude I am delighted to announce that we will extend to make shopping more enjoyable and longer...

41. You attitude “You will be able to shop in the evening with the extended hours.” Readers may react positively when benefit are shown to them. Always try to address his/her need and want.

42. Always show/write to reader………… what has been done so far as his/her query is concerned.
Always avoid that has not been done so far.

43. 4) Concreteness
It means that message should be specific instead of general. Misunderstanding of words creates problems for both parties (sender and receiver).
when you talk to your client always use facts and figures instead of generic or irrelevant information.

44. The following guidelines should help you to achieve the Concreteness
The following guidelines should help you to achieve the Concreteness. i- use specific facts and figures ii-choose image building words e.g General He is very intelligent student of class and stood first in the class.

45. Concrete Ali’s GPA in B. Sc Electrical Engineering 2k3-f session was 3
Concrete Ali’s GPA in B.Sc Electrical Engineering 2k3-f session was 3.95/4.0, he stood first in his class. Always write on a very solid ground. It should definitely create good image as well.

46. Creativity
Message able to hold attention of receiver.
Use of images,charts etc creatively.
Expression that is non routine and out of box.

47. Courtesy
Knowing your audience allows you to use statements of courtesy; be aware of your message receiver.
True courtesy involves being aware not only of the perspective of others, but also their feelings. courtesy stems from a sincere you-attitude.
it is not merely politeness with mechanical insertions of “please” and “Thank you” .
Although applying socially accepted manners is a form of courtesy , it is politeness that grows out respect and concern for others.
Courteous communicators generate a special tone in their writing and speaking.

48. How to generate a Courteous Tone ?
The following are suggestions for generating a courteous tone:
Be sincerely tactful, thoughtful and appreciative.
Use expressions that show respect for the others
Choose nondiscriminatory expressions

49. Tactless, Blunt More Tactful Stupid letter; I can’t understand
I should understand it, as there is no confusing word in this letter, could you please explain it once again ..?
Its your fault, you did not properly read my latest FAX
Sometimes my wording is not precise; let me try again
Thoughtfulness and Appreciation Writers who send cordial, courteous messages of deserved congratulations and appreciation (to a person inside & outside) help to build goodwill. The value of goodwill or public esteem for the firm may be worth thousands of dollars.

50. 7) Correctness
At the core of correctness is proper grammar, punctuation and spelling.
however, message must be perfect grammatically and mechanically
. The term correctness, as applied to business messages also mean three characteristics
Use the right level of language
Check the accuracy of figures, facts and words
Maintain acceptable writing mechanics

51. Use the right Level of Language
Three levels of language
formal
informal
substandard.

52. Formal and Informal Words
Formal writing is often associated with scholarly writing: doctoral dissertations, scholarly, legal documents, top-level government agreements and other material where formality is demanded.
Informal writing is more characteristic of business writing. Here you use words that are short, well-known and conversational as in this comparison list:
More Formal less formal
Participate Join
Endeavor try
Ascertain find out
Utilize use
Interrogate question

53. Substandard Language
Avoid substandard language. Using correct words, incorrect grammar, faulty pronunciation all suggest as inability to use good English. Some examples follow:
Substandard More Acceptable
Ain’t isn’t,aren’t
Can’t hardly can hardly
Aim to proving aim to prove
Desirous to desirous of
Stoled stolen