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

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

3. 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

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

5. 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

6. Types of communication
Verbal
Non - Verbal

7. Steps in the Communication Process
Sender
Message
Channel
Receiver
Feedback

8. 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.

9. 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.

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

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

12. 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.

13. 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!”

14. 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.

15. 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.”

16. 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.

17. 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…

18. 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.

19. NON-VERBAL COMMUNICATION
Nonverbal Communication in
Organizations

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

21. 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

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

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

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

25. Posture and body orientation
Proximity
Para linguistics

26. EYE CONTACT

27. 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.

28. 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.

29. 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.

30. FACIAL EXPRESSIONS

31. 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.

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

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

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

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

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

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

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

39. 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

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

41. 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.

42. 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.

43. 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.

44. Avoid these hand gestures

45. Use these hand gestures

46. POSTURE AND BODY ORIENTATION

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

48. 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.

49. 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

50. What impression do the following people give you?

51. What impression do the following people give you?

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

53. 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)

54. 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

55. Thank You