LIBA TRAINING PPT APPROVAL PAGE

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2. EFFECTIVE COMMUNICATION Presented by LIBA Feb, 2017 V1.0

3. What is communication？ The process of communication is what allows us to interact with other people; without it, we would be unable to share knowledge or experiences with anything outside of ourselves. Common forms of communication include speaking, writing, gestures, touch and broadcasting. • Wikipedia definition

4. Process of communication Feedback SENDER RECEIVER sender receiver Medium Encode Decode • Communication is the process of sending and receiving information among people…

5. Effective communication • Meaning and Definition • Uses of Effective Communication • The 7C’s of Effective Communication • Facts about Effective communication

6. 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”

7. 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.

8. The 7c’s of effective communication Completeness Conciseness Consideration Clarity Concreteness Courtesy Correctness.

9. Completeness • 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.

10. 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.

11. 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.

12. 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.

13. 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.

14. 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.

15. 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.

16. Types of People communicate with each other in a number of ways that depend upon the message and its context in which it is being sent. Types of communication based on the communication channels used are – • Verbal Communication • Nonverbal Communication

17. Verbal • It refers to the form of communication in which message is transmitted verbally. • Communication is done by word of mouth and a piece of writing. • In verbal communication remember the acronym “KISS”(keep it short and simple). Verbal Communication is divided into: • Oral Communication • Written Communication

18. Oral • In oral communication, Spoken words are used. • It includes face-to-face conversations, speech, telephonic conversation, video, radio, television, voice over internet. • Communication is influence by pitch, volume, speed and clarity of speaking. • Advantages –It brings quick feedback.In a face-to-face conversation, by reading facial expression and body language one can guess whether he/she should trust what’s being said or not. • Disadvantages –In face-to-face discussion, user is unable to deeply think about what he is delivering, so this can be counted as a fault.

19. Written • In written communication, written signs or symbols are used to communicate. • In written communication message can be transmitted via email, letter, report, memo etc. • Written Communication is most common form of communication being used in business. • Advantages –Messages can be edited and revisedWritten communication provide record and backup.A written message enables receiver to fully understand it and send appropriate feedback. • Disadvantages –Written communication doesn’t bring instant feedback. It take more time in composing a written message as compared to word-of-mouth and number of people struggles for writing ability.

20. Nonverbal • Nonverbal communication is the sending or receiving of wordless messages. Such as gesture, body language, posture, tone of voice or facial expressions, is called nonverbal communication. • Nonverbal communication is all about the body language of speaker. Nonverbal communication have the following three elements: • AppearanceSpeaker – clothing, hairstyle, neatness, use of cosmeticsSurrounding – room size, lighting, decorations, furnishings • Body Languagefacial expressions, gestures, postures • SoundsVoice Tone, Volume, Speech rate.

21. Levels of • Intrapersonal Communicationis communication that occurs in your own mind. It is the basis of your feelings, biases, prejudices, and beliefs. • Examples are when you make any kind of decision – what to eat or wear. When you think about something – what you want to do on the weekend or when you think about another person.

22. Small Group communication is communication within formal or informal groups or teams. It is group interaction that results in decision making, problem solving and discussion within an organization. • Examples would be a group planning a surprise birthday party for someone. A team working together on a project. • One-to-group communication involves a speaker who seeks to • inform, persuade or motivate an audience. • Examples are a teacher and a class of students. A preacher • and a congregation. A speaker and an assembly of people in • the auditorium. • Interpersonal communication is the communication between two people but can involve more in informal conversations. • Examples are when you are talking to your friends. A teacher and student discussing an assignment. A patient and a doctor discussing a treatment. A manager and a potential employee during an interview.

23. Mass communication is the electronic or print transmission of messages to the general public. Outlets called mass media include things like radio, television, film, and printed materials designed to reach large audiences. • A television commercial. A magazine article. Hearing a song on the radio. Books, Newspapers, Billboards. The key is that you are reaching a large amount of people without it being face to face. Feedback is generally delayed with mass communication.

24. Barriers to effective communication

26. Over coming the barriers of effective communication Connecting with The audience Simple Words Summarizing what has been said Effective Communication skills Body language (Smile, Eye contact, Gestures, tone) EffectiveQuestions Checking for understanding Cultural Sensitivity Seeking Participation

27. Let’s Experience

28. 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.

29. Various stages to listening • Hearing • Focusing on the message not the person • Comprehending and interpreting • Analyzing and Evaluating • Responding • Remembering

30. Co-relation between Listening and Speaking

31. What we are taught…. Amount taught

32. Importance of listening “If we were supposed to talk more than listen, we would have been given two mouths and one ear.” Mark Twain

33. Techniques of active listening SUMMARIZE Pull together the main points of a speaker PARAPHRASE Restate what was said in your own words QUESTION Challenge speaker to think further, clarifying both your and their understanding, however suspend judgment

34. Path for good communication

35. How to Overcome Barriers of • Taking the receiver more seriously • Crystal clear message • Delivering messages skilfully • Focusing on the receiver • Using multiple channels to communicate instead of relying on one channel • Ensuring appropriate feedback • Be aware of your own state of mind/emotions/attitude

36. Tools of Effective • Be Brief • Manners • Using “I” • Be Positive • Good listener • Spice up your words • Clarity • Pronunciation