Effective Communication

Agenda

 Introduction to communication
 Verbal and non-verbal communication
 Types of communication
 Process of communication
 What is effective communication?
 Uses of effective Communication
 7 Cs of communication
 Barriers of effective communication
 How to improve level of communication
 Essentials of communication
What is Communication?
COMMUNICATION IS THE ART OF TRANSMITTING
INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON TO
ANOTHER.COMMUNICATION IS THE PROCESS OF MEANINGFUL
INTERACTION AMONG HUMAN BEINGS.
ITS ESSENCES :
 PERSONAL PROCESS
 OCCURS BETWEEN PEOPLE
 INVOLVES CHANGE IN BEHAVIOUR
 MEANS TO INFLUENCE OTHERS
 EXPRESSION OF THOUGHTS AND
EMOTIONS THROUGH WORDS & ACTIONS.
 TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.
 IT IS A SOCIAL AND EMOTIONAL PROCESS.
What are the most common ways
we communicate?

a ges
al Im
Visu
n Word
e
Spok

Bod
y La
Written Word ngu
a ge
Types of Communication
Downwards Communication : Highly Directive, from Senior to subordinates, to
assign duties, give instructions, to inform
to offer feed back, approval to highlight
problems etc.

Upwards Communications : It is non directive in nature from down below, to give

feedback, to inform about
progress/problems, seeking approvals.
Lateral or Horizontal
Communication : Among colleagues, peers at same level for information
level for information sharing for coordination, to save
time.

In modern business environment communication extends beyond written or spoken

words to listened word.
Visual dimension added by T.V., computers has given to new meaning to
communication.
COMMUNICATION NETWORKS

Formal Network : Virtually vertical as per chain go command within the

hierarchy.
Informal Network : Free to move in any direction may skip formal chain
of
command. Likely to satisfy social and emotional
needs
and also can facilitate task accomplishment .
Process of communication

 Communication is the process of sending and receiving

information among people…

Feedback

receiver sender

Medium
Encode Decode

SENDER RECEIVER
Effective communication
• Meaning and Definition

• Uses of Effective Communication

• The 7C’s of Effective Communication

• Facts about Effective communication

Meaning and definition
Meaning-
• Effective Communication is a two way process – sending
the right message and to the right person.
• It is important to know the psychology of the people you
are interacting with for communication to be effective.
• For communication to be effective it is necessary to know
the circumstances of the counter entity.
• Effective communication includes all the aspects of visual,
auditory and kinaesthetic language to appeal the listener.

Definition-
“Effective communication is the communication which
produces intended or desired result”
Uses of effective communication
• Effective communication helps to understand a person or
situation in a better way.

• It enables us to solve the differences, build trust and respect

in the organization.

• Sometimes our message is misunderstood or we

misunderstand the received message, effective
communication helps us to resolve problems with both’s point
of view.

• Effective communication helps us to connect well with kids,

spouse, boss, colleagues, etc.

• It helps us in decision making.

The 7c’s of effective communication
1.Completeness

2.Conciseness

3.Consideration

4.Clarity

5.Concreteness

6.Courtesy

7.Correctness.
Completness
• The
` information conveyed in the message should be complete
for the communication to be effective.

• The sender must take into consideration the receiver’s mind

set and convey the message accordingly.

• Complete communication enhances the reputation of the

organization.

• Complete information always gives additional information

wherever required, it leaves no question in the minds of the
receiver.

• Complete information helps in better decision making as it

serves all the desired and crucial information.

• Complete information persuades the audience.

Conciseness
• Conciseness means communicating what you want
to convey in least possible words.

• Conciseness is a necessity for effective

communication.

• Concise communication provides short and

essential message in limited words.

• Concise message is more appealing and

comprehensive to the audience.

• Concise messages are non repetitive in nature.

Consideration

• Effective communication must take audience into

consideration by knowing the viewpoints, back
ground, mindset, educational level, etc.

• Consideration implies ‘stepping into the shoes of

others’.

• Consideration ensures that the self respect of the

audience is maintained and their emotions are not
harmed.

• Consider the needs and requirements of the

audience to achieve effective communication.
Clarity
• Clarity implies emphasizing on a specific goal or
objective at a time, rather than trying to move away
from track.

• Clarity helps to understand the message easily.

• Complete clarity of thoughts and ideas enhances the

meaning of message.

• Clarity comes with the use of exact, appropriate and

concrete words.
Concreteness

• Concrete communication implies being particular

and clear rather being fuzzy and general.

• Concrete communication shows good level of

confidence.

• Concrete information helps to strengthen the

reputation of the organization.

• Concrete information cannot be misinterpreted.

Courtesy

• Courtesy means being polite, kind, judicious,

enthusiastic and convincing.

• Courtesy is an important element of effective

communication.

• Courtesy reflects the nature and character of the

sender of the message.

• It is the same as give respect and then expect the

same.

• Courtesy is not at all bias in nature.

Correctness
• Correctness in the communication implies that the
correct information is conveyed through message.

• Correct communication boosts up the confidence

level of the sender.

• Correct information has greater impact on the

audience.

• Free from grammatical errors and use of appropriate

and correct language.

• Correct information includes the precision and

accurateness of facts and figures used in the
message.
BARRIERS TO
EFFECTIVE
COMMUNICATION
•Lack of Sensitivity to
Receiver
•Lack of Basic • Lack of Interest.
Communication Skills • Physical Distractions • Lack of Knowledge.
•Insufficient Knowledge • Channel Barriers. • Lack of Communication Skills
of the Subject • Long Communication • Emotional Distractions
•Emotional Interference Chain. • Information overload
•Lacking confidence • Conflicting Messages
Encodin
g Transmitti Decoding
Barriers ng Barriers Barriers.

• No Provision for
Feedback
• Inadequate Feedback.

Respondin
g Barriers
Overcoming the barriers of
effective communication
Connecting with
The audience
Summarizing Simple
what has been said Words

Effective Body language

Effective Questions
Communication skills (Smile, Eye contact,
Gestures, tone)

Checking
Seeking Cultural
for understanding
Participation Sensitivity
ESSENTIALS OF COMMUNICATION
Dos
 Always think ahead about what you are going to say.
 Use simple words and phrases that are understood by every body.
 Increase your knowledge on all subjects you are required to speak.
 Speak clearly and audibly.
 Check twice with the listener whether you have been understood accurately or not
 In case of an interruption, always do a little recap of what has been already said.
 Always pay undivided attention to the speaker while listening.
 While listening, always make notes of important points.
 Always ask for clarification if you have failed to grasp other’s point of view.
 Repeat what the speaker has said to check whether you have understood accurately.
ESSENTIALS OF COMMUNICATION
DON’Ts
Do not instantly react and mutter something in anger.
Do not use technical terms & terminologies not understood by majority
of people.
Do not speak too fast or too slow.
Do not speak in inaudible surroundings, as you won’t be heard.
Do not assume that every body understands you.
While listening do not glance here and there as it might distract the
speaker.
Do not interrupt the speaker.
Do not jump to the conclusion that you have understood every thing.
How to Improve Existing Level of
COMMUNICATION?
 IMPROVE LANGUAGE.
 IMPROVE PRONUNCIATIOON.
 WORK ON VOICE MODULATION.
 WORK ON BODY LANGUAGE.
 READ MORE
 LISTEN MORE
 AVOID READING OR WATCHING OR LISTENING UNWANTED LITERATURE, GOSSIP, MEDIA
PRESENTATION ETC.
 INTERACT WITH QUALITATIVE PEOPLE.
 IMPROVE ON YOU TOPIC OF DISCUSSION,
 PRACTICE MEDITATION & GOOD THOUGHTS.
 THINK AND SPEAK.
 DO NOT SPEAK TOO FAST.
 USE SIMPLE VOCABULARY.
 DO NOT SPEAK ONLY TO IMPRESS SOMEONE.
 LOOK PRESENTABLE AND CONFIDENT.
Improving Body Language -
Tips
• Keep appropriate distance
• Touch only when appropriate
• Take care of your appearance
• Be aware - people may give false cues
• Maintain eye contact
• Smile genuinely
LET’S EXPERIENCE
What is listening ?

• Listening is the absorption of the meanings of words and

sentences by the brain. Listening leads to the understanding of
facts and ideas.
Various stages to listening

 Hearing
 Focusing on the message not the person
 Comprehending and interpreting
 Analyzing and Evaluating
 Responding
 Remembering
Co-relation between Listening and Speaking

50%
45%
45%
40%
35%
30%
30%
25%
20%
16%
15%
10% 9%

5%
0%
Writing Reading Speaking Listening
What we are taught….

50%
45%
45% Am
oun
40% t ta
ugh
35% t 30%
30%
25%
20%
16%
15%
10% 9%

5%
0%
Writing Reading Speaking Listening
Importance of listening

“If we were supposed to talk more than listen,

we would have been given two mouths and
one ear.”
Mark Twain
Techniques of active listening

SUMMARIZE
SUMMARIZE
PARAPHRASE
PARAPHRASE
Pull
Pull together
together
Restate
Restate what
what the
was the main
main
was said
said in
in your
your points
points of
of aa
own
own words
words speaker
speaker

QUESTION
QUESTION
Challenge
Challenge speaker
speaker
to
to think
think further,
further,
clarifying
clarifying both
both
your
your and
and their
their
understanding,
understanding,
however
however suspend
suspend
judgement
Path for good communication

Listen to
Understand

Understand
Repeat before
speaking

Seek
understandi Speak to be
ng before understood
proceeding
Conclusion

A man is seldom better than his conversation

- German Proverb