1. Communication – roles, rights, responsibilities and protocols

2. Communication  The process of successfully transferring information from one entity to another  Exchange of thoughts, messages or information by speech, signals, writing or behaviour  The art and technique of using verbal or non verbal strategies effectively to impart information or ideas.

3. Communication in business  never leave the business of communication to chance.  Constantly seek new ways to raise communication awareness  Develop skills to become models for effective communication.  Learn Effective Listening and Responding techniques

4. Elements of The Communication Process  SENDER / MESSENGER / SPEAKER  MESSAGE / IDEA / SPEECH  CHANNEL / MEDIUM  RECEIVER / AUDIENCE  SITUATION  FEEDBACK

5. THE ELEMENTS OF COMMUNICATION

6. PROFILE OF THE EFFECTIVE MESSENGER  ARTICULATE  KNOWLEDGEABLE  CONFIDENT  FLEXIBLE  CREATIVE  AWARE/ADAPTABLE  PROTOCOL-SENSITIVE

7. PROFILE OF THE MESSAGE  APPROPRIATELY TITLED OR INTRODUCED  BETTER IF CONCISE AND PRECISE  MUST BE APPROPRIATE FOR TARGET (Register and Tone)  MUST START AND END ON A POSITIVE NOTE (Sandwich Technique)

8. PROFILE OF THE CHANNEL  MUST BE APPROPRIATE  Technology – One to one? Broadcast? Electronic? Non-electronic?  Discretion – Sensitive? Personal? Public? Generic?  Timeliness – Urgent? Important?  MUST TAKE DEGREE OF CONFIDENTIALITY INTO ACCOUNT

9. PROFILE OF THE LISTENER/RECEIVER  LISTENING ≠ HEARING; READING ≠ UNDERSTANDING  SENDER MUST SOMETIMES BECOME LISTENER / RECEIVER  LISTEN / READ WITH AN OPEN MIND: Forget Preconceptions  CHECK THE BAGGAGE AT THE DOOR!  LISTENING CAREFULLY / READING OBJECTIVELY IS A SIGN OF RESPECT

10. COMMUNICATION PROCESS TRANSMITTEDRECEIVEDUNDERSTOODAGREED TOREVIEWEDIMPLEMENTED

11. Communication and attitude  One can change the direction of communication if one changes one’s attitude.  There is no one attitude that is the 'right' one to have, though being direct and clear certainly helps.  Rights come with responsibility.

12. Hierarchy of effective communication One-to-one/face-to-face Small group meetings Speaking before a large group Phone conversations Handwritten personal notesTypewritten personal notesComputer-generated personal lettersMass-produced non-personal lettersBrochuresArticles in newslettersNews in press

13. Non-Verbal Communication

14. 10 Commandments of Communication 1. “Speak” to people. There is nothing as nice as a cheerful word of greeting. 2. Smile at people. It takes 72 muscles to frown; 14 to smile. 3. Call people by name. The sweetest music is the sound of one’s own name. 4. Be friendly and helpful. 5. Be cordial.

15. 10 Commandments of Communication 6. Be genuinely interested in people. You can like everybody if you try. 7.Be generous with praise and cautious with criticism. 8. Be considerate of the feelings of others. It will be appreciated. 9. Be thoughtful of the opinion of others. 10. Be alert to give service. What counts most in life is what we do for others.

16. Strategy for Improved Communication 1.Plan for improved communication 2.Set goals based on strengths and limitations 3.Establish priorities 4.Target your audience and message 5.Reach out to diverse community groups 6.Find information sources 7.Find community leaders 8.Network 9.Evaluate the effectiveness of your communication

17. Barriers to Communication  Making Assumptions  Patterns/Reverting to Type  Needing to Be Right  Mental/Physical attitude  Health and physical factors  Technical interruptions  Environmental factors  Human error