1. -Communication • Definition • Characteristics • Process • Flow • Importance • Types • Difference

2. Definition Communico / Communicare- to share Transmission and Interchange of facts, ideas, feelings or courses of action

3. types • Written • Oral • Forms of written communication • Announcements • Memos, e-mail, fax, letter • Report, proposal • Newsletter

4. Forms of Oral Communication • Phone call • Conversation • Interview • Meeting • Conferences

5. Advantages of Written Communication • Permanent record • Convenience • Economy • Careful message • Easy distribution

6. Advantages of Oral Communication • Immediate feedback • Nonverbal cues • Arm feelings • Forceful impact • Multiple input

7. contd. -Two way -Creative -Cumulative -Functional

8. Communication as process • Sender has an idea • Sender encodes idea in message • Message travels over channel • Receiver decodes message • Feedback travels to sender

9. Professional Communication Use of effective language for conveying a commercial/ industrial message to achieve a predetermined purpose

10. Characteristics -concerned with business activities-characterized by certain formal elements-impartial & objective-certain complex writing techniques

11. Functions of Professional Communication • To issue and clarify policies and procedures • To inform management of progress • To persuade employees or management to make changes • To co-ordinate members • To evaluate and reward employees

12. External Function • Answer queries about products or services • Persuade customers to buy • Clarify supplier specification’ • Issue credit • Collect bills • Respond to govt. agencies • Promote a positive image

13. Differences between G.P & P.C -Contents -Structure -Nature -Audience

14. Importance • Lifeline of business – vital at all levels • Brings people closer • Essential ingredient of all human relationships • Good communication creates positive working environment • Bridges the gap builds cooperation • Serves as repository of information • Helps in decision making and problem solving • Develops many skills in the sender & receiver

15. Communication flow • Formal & Informal • Formal Flow: Downward • Job plans • Policies & Procedures

16. Impediments to Formal Flow • Distortion from long lines of Communication • Longer the lines of communication, greater the chances of distortion

17. Formal Flow:Upward • Phone messages • E-mail • Memos • Reports • Department meetings

18. Impediments to upward flow • Less chance of open communication • Fear of reprisal • Lack of adequate communication skills • Differing frame of reference

19. Measures • Communication Coaches • Report customer complaints • Regular meetings • Amicable environment • Offering incentive programme

20. Lateral flow and obstacles • Poor Communication skills • Prejudice • Ego • Avoiding Communication

21. Measures to control • Training employees in team work & communication techniques • Rewarding team activities • Encouraging full participation

22. Informal flow • Grapevine • A measure source of information • Two thirds of information come from grapevine • Precautions:verify from other sources

23. Non- Verbal Communication • No substitute for verbal • Only supplements / reinforces • Efficiency in non verbal makes up for deficiency in verbal • More impact • 7% verbal 38% vocal 55% non verbal

24. Types • Kinesics • Proxemics • Chronemics • Paralanguage • Haptics • Artefacts

25. Kinesics • Personal Appearance • Facial Expressions • Eye Contact • Gestures • Posture

26. Proxemics • Intimate (physical touch to 18 inches) • Personal (18 inches to 4 feet) • Social (4 feet to 12 feet) • Public (12 feet to 30 feet or more)

27. Gestures • Enumerative – number or distance • Descriptive – size of the object • Locative – location of an object • Symbolic – subtle suggestion • Emphatic - emphasis

28. Communication Barriers • Intrapersonal Communication Barriers • Differences in background and language • Differences in perception • Fact-inference confusion • Rigid categories • Categorical thinking

29. Interpersonal Barriers • Emotional reactions • Negative emotional behaviour • Negative attitudes about a message or source • Ineffective information gathering • Inappropriate timing of messages

30. Organizational Barriers • Organizational Characteristics • Fear of Superior’s Perception • Negative attitudes in organization • Misunderstood application of Media • Information Overload

31. CONTD. Group Discussion Oral Presentation Memorandum Technical Proposals

32. Group Discussion “ A discussion among participants who have an agreed topic” Group Discussion : a dialogic learning process : cooperative , not competitive : sharing thoughts, opinions, views : digging new insights : every member be given an opportunity to speak : unstructured

33. Group Behavior: • Participation • Leadership Drivers Amiable Democrat Bulldozers 3. Time Sharing

34. Individual Behavior: • Ideas • Articulation • Listening • Body Language • Initiative “Help Each other Learn” “A group swims and sinks together.”

35. Critical Issues: Handling turbulence: restore order Handling bulldozers: bring out a logical error in his/her arguments Differences among group members: • Extrovert and Introvert behavior • Gender and Cultural differences • Ego-thinking and Clone-thinking

36. Oral Presentation An oral presentation is an assessment item which involves particular forms of formal oral communication. The person giving the presentation often uses audio-visual aids, such as overhead projection slides. “Glossophobia: fear of Public Speaking”

37. CONTD. • Know your audience • Organize the presentation • Writing the presentation • Practising the presentation • Handling nervousness • Delivering the presentations • Visual aids • Presentation plan

38. Know your audience • Never forget who you are talking to. • Find out what they want to hear -each person has a different perception -knowledge level of average audience -familiarity with the subject matter -what do they expect from you • Use appropriate language • Think about the image you want to give • …

39. … • How to convey the message? -treat the audience as a single entity -make ample eye contact -let the audience participate

40. Organize the Presentation • Introduction - grab audience’s attention • Main body - organized and untrivialized - write down main points and subpoints - prepare a mind map Conclusion

41. Writing the presentation • Vary the word choice • Keep it conversational • Humor always help • Rewrite your speech • Use cards(index cards)

42. Practise the presentation • Mirror practise • Tape recorder • Speaking in friend circles • Incorporate gestures • Project your voice • Include visual aids

43. Delivery of the presentation • Prepare more material than required • Think positive about audience • Be realistic about stage fear • Take few minutes to arrange notes • Memorize first few sentences • Maintain an attitude of alertness • Be flexible in style • Keep track of Time • Pace/Speed • Avoid mannerisms

44. Visual Aids To save time, Easier to understand, Retain interest, To supplement the material. • Transparencies • Flip Charts • Actual Objects • Handouts

45. Presentation Plan • Extemporaneous • Reading • Memorization • Impromptu

46. Précis Writing A précis may be defined as a restatement in a shortened form of the main ideas and points in a piece of writing. Characteristics of a good précis: Completeness Clarity Conciseness • How can we bring these three qualities? By abridging a single word for a phrase

47. By substituting a phrase for a sentence or a clause e.g. So that he may keep fit he walks to his office everyday. Revised: To keep fit he walks to his office everyday. • By removing superfluous and ornamental words. E.g. We might further state that we would be glad to supply any of these machines on a trial basis. Rev: We would be glad to supply any of these machines on trial.

48. CONTD • By substitution and generalization. E.g. Before you accept such statements you should carefully verify them. Rev: You should accept such statements after verification.

49. Points to remember • Read the passage carefullyput down the main theme in a sentence or a phrase.also think of a suitable title • Read the passage again to ensure that no point has been left out. • Select the essential points and reject the rest • write the first draft • Compare it with the original to check any omission

50. Check the length to ensure that it is one third of the original • Read the revised draft paying attention to grammar,punctuation and spelling • Prepare the final draft and write the number of words at the right hand corner. • Write rough on the top of your draft and the list of points you have made and cross them out