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COMMUNICATION

COMMUNICATION. KEJ. 20,Oct 2012. COMMUNICATION What ? Communication is the process of exchanging ideas, information, facts, opinions, feelings or emotions, between persons. ART OF CONVEYING WHAT WE WANT MAKING OTHERS UNDERSTAND WHAT WE HAVE IN OUR MIND

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COMMUNICATION

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  1. COMMUNICATION KEJ 20,Oct 2012

  2. COMMUNICATION • What ? • Communication is the process of exchanging ideas, information, facts, opinions, feelings or emotions, between persons. • ART OF CONVEYING WHAT WE WANT • MAKING OTHERS UNDERSTAND WHAT WE HAVE IN OUR MIND • THROUGH SOUNDS, WORDS, GESTURES OR PICTURES

  3. Why ? The purpose of communication is transferring information, creating understanding, and influencing behaviour. It should result in the expected actions / performance. • MAN IS A SOCIAL ANIMAL. HE CANNOT LIVE ALONE • INTER DEPENDENCY TO SURVIVE • SELLING YOUR IDEAS AND FORWARDING YOUR REQUESTS • TO GET YOUR JOBS DONE BY OTHERS

  4. Ideas Information Facts Knowledge Speech Writing Symbols / Gestures Graphics Listening Reading Observing Interpreting RECEIVER MESSAGE SENDER MESSAGE MEDIA CHANNEL FEED BACK

  5. Count the Number of F’s FINISHED FILES ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE OF MANY YEARS.

  6. Count the Number of Squares

  7. What do you see in this picture ?

  8. What do you see in this picture ?

  9. We spent 95% of our time incommunicating of which, we spent • 50% in listening. • 35% in talking, • 10% in reading, • 5% in writing. • (This percentage may vary from person to person and occupation to occupation)

  10. We remember • 10% of what we hear, • 20% of what we read, • 30% of what we see, • 50% of what we see & hear, • 70% of what we see, hear, & discuss • 90% of what we see, hear, discuss, & do. • (We forget 50% of what we hear immediately after ten minutes. We forget 75% in 48 hours. To improve retention levels try a mix )

  11. WHY WE ARE THE WAY WE ARE REASONS FOR OUR BEHAVIOURAL PATTERN Fear of Failure / Fear of shame – Reason for poor communication skills

  12. TYPES OF COMMUNICATION • Verbal Communication • Written Communication • Body Language • Visual communication, audio communication, audio-visual communication and mass communication, are variations of the above types

  13. VERBAL COMMUNICATION • Verbal communication is communicating by word of mouth. We spend most of our time speaking to people and listening to people. • Verbal communication requires skills in • Vocabulary • Pronunciation • Grammar • Listening • Understanding the listeners language abilities

  14. Language, a tool for Communication Basically, language is the strongest mode of communication. English being the most accepted language every where, it is very useful to be good at it. Good verbal English is very essential in today’s world. Learning to speak English by it’s original sounds and accent can make a big difference.

  15. To be good at a language, one should be a good at grammar of the language, should have a rich vocabulary, diction, good writing skills and good fluency.

  16. THE PROBLEMS WITH WORDS • Meanings are in persons and not in words • Different meanings for the same word • Unfamiliar for receiver • Different contexts change the meanings • Language can itself be a barrier to communication. England and America are two Nations, divided by the same language

  17. FOUR COMMANDMENTS FOR VERBAL COMMUNICATION • Be brief • Be original • Be Specific • Change gears

  18. PRINCIPLES OF GOOD VERBAL COMMUNICATION • Principle of clarity • Principle of integrity • Use of grapevine • Feedback (fail-safe) • Use of body language • Principle of empathy

  19. ADVANTAGES OF VERBAL COMMUNICATION • Is informal • Is quick and saves time • Is more forceful • Coveys shades of meaning • Direct response and reaction is possible to see • Promotes closeness • Feedback, clarification and correction is immediate • More effective with groups

  20. DISADVANTAGES OF VERBAL COMMUNICATION • Not possible for distant people • Unsuitable for lengthy messages • Cannot be retained for long • No legal validity • Difficult to fix responsibility • Likely to be vague • Likely to be indefinite

  21. HINTS FOR EFFECTIVE VERBAL COMMUNICATION • a) Use voice effectively • Volume • Pitch & tone • Pace & rhythm • Clear pronunciation & articulation • Emphasis on key points

  22. b) Use non-verbal messages • Eye contact • Posture • Facial expression • Appropriate shape

  23. c) Structure message • Plan the message • Use appropriate vocabulary • Gear content to listener’s level • Logical, easy to follow • Using visual aids.

  24. d) Eliminate random noise • No humming and hawing • No interruption in thought • Stay on topic • No mannerisms • Vocal tone in harmony with message

  25. Myths and Realities of Communication

  26. LISTENING SKILLS • (a problem with verbal communication) • We forget 50% of what we hear immediately after ten minutes. We forget 75% in 48 hours • Good listening improves retention level. • The biggest block to verbal communication is the difficulty in listening intelligently, understandingly and skillfully

  27. WRITTEN COMMUNICATION The saying that the pen is mightier than the sword, imply the power of written communication. Good writing is an art. A well written work gives credit and happiness to its writer and a reader enjoys reading it. Written communication is very important; as important as verbal communication;more important in safety communication

  28. Examples of Written Safety Communication : • Safety Policy, Acts, Rules, Regulations, Lock out Procedures, Warning Signs, Notices & Posters, Handouts, Safety Manuals, Accident Statistics, Code of Practice, Articles, Essays, Safety Audit Reports, Thesis, Technical reports, CVs., Memos, Letters, Circulars, Government orders, MoUs, Financial statements etc.

  29. SKILL REQUIRED FOR GOOD WRITING • Rich vocabulary (Word power) • Knowledge of language grammar, composition, para-phrasing • Choosing right words • Clarity of thinking and ideation • Command of the language

  30. TO IMPROVE WRITTEN COMMUNICATION SKILLS • Read dictionaries • Improve grammar and language skills • Read accredited news papers • Read books on world wars, quotations, proverbs etc. • Read famous literary works • Read editorials and book reviews • Write articles, essays etc.

  31. PRINCIPLES OF GOOD WRITTEN COMMUNICATION • Free from grammar mistakes • Free from spelling mistakes • Correct punctuation • No redundancy • No wordiness • Simple and short

  32. ADVANTAGES OF WRITTEN COMMUNICATION • More formal • Accurate • Permanent record • Legal validity • Can be consulted repeatedly • Easy to fix responsibility • Definite attention • Cannot be distorted

  33. DISADVANTAGES OF WRITTEN COMMUNICATION • Time consuming • Expensive • Quick clarification not possible • Language barriers • Cannot be used for communicating with unlettered persons

  34. BODY LANGUAGE (KINESICS ) Body Language is a form of communication, in which messages, feelings, opinions, ideas etc. are expressed through movements of body limbs. Effective use of body movements helps improving effectiveness of verbal communication.

  35. Body Communication Examples : Eye and facial movements / expressions, smile, hand shake, touching: (healing, love, intimacy, sex), gestures, appearance / dress, style, hair dressing (sumo) / police hair cut, tattoos and marks, don’t point fingers at me, V for victory; Body Communication in safety : Particularly useful in industries which are noisy and where working at heights are involved; Signaling, Warnings, Gestures, instructions

  36. ADVANTAGES OF BODY LANGUAGE • Is universal • Can be used simultaneously with verbal communication • Is as structured as verbal • Very useful for people with speech & hearing impairment and deaf.

  37. DISADVANTAGES OF BODY LANGUAGE • Different meaning (people, place & practice) • May counter verbal communication (Lips say ‘Yes’, eyes say ‘no’) • Not useful for people with visual impairment • Feedback is not possible • Cannot be used for complicated ideas

  38. AUDIO - VISUAL COMMUNICATION • It is communicating with light & sound, pictures, posters, slides, film strips etc. • ADVANTAGES • Suitable to communicate elementary and simple ideas • Effective use of body language • Very effective in teaching • Easy recall and good retention • Suitable for mass education • Can be used effectively with other media • Can be clear to illiterates • Sure and instantaneous

  39. DISADVANTAGES OF AUDIO VISUAL COMMUNICATION • Cannot be used for complicated ideas • Effective only when used in combination with other media

  40. BARRIERS (COMMUNICATION GAP) • Physical (external noise, poor lighting, poor eyesight, colour blindness, etc) • Distance and Time (face-to-face, different shifts) • Spatial arrangements (layout, furniture etc) • Organization distance (hierarchy) • Source (integrity, hidden messages) • Distractions (external). • Lack of concentration (internal) • Lack of common knowledge (jargon, shop-talk, buzz-words, coined words, acronyms etc.)

  41. Perceptual difference (perception of receiver ; Distortions in perception, body language) • Semantics (meanings of words keep changing) • Badly expressed message • Faulty translation & interpretation • Loss in transmission & poor retention • In-attention and Un-clarified assumptions • Insufficient adjustment period • Distrust of communicator • Fear • Failure to communicate

  42. ATTRIBUTES OF GOOD COMMUNICATION • Good communication will, • be fair, open and straight with no distortion. • encourage feedback • lead to effective listening • use as many channels as possible.

  43. use words carefully avoiding emotional overtones, which make the receiver misunderstand them. • repeat important points. (Military people often say: "tell them what you are going to tell them, tell them and then tell them what you told them.“) • recognize several psychological prerequisites. • evoke questions & responses.

  44. HINTS FOR GOOD COMMUNICATION • Keep it simple, short (KISS) • Keep it neat and clean • Listen to others, as you would like them to listen to you • Remember that "feedback" is critical and it should run in both directions • Try to eliminate surprises • Think before you speak

  45. Don't present what you can't interpret Give only the amount of information that can be digested in the time available for digestion Supply only enough information and data to support your point or accomplish your purpose Get to the "point“, as soon as possible summarise information whenever it is appropriate Present the complete picture Concentrate on important points

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