In the Name of Allah the Most Beneficent and the Most Merciful

1. In the Name ofAllahthe MostBeneficentandthe Most Merciful

2. Organizational Communication By Zia Ur Rehman

3. The Response: Feedback Chapter 6

4. Objectives Of The Lecture To comprehend: • Listening Skills • How you look? • How you feel & look? What to say? 2. Reading Skills • comprehension & reading speed • Feedback Skills • Giving/ receiving feedback

5. Response: Listening / Reading message CommunicatorAudience response Environment

6. Communication In Business • Increase credibility / Analyze audience • Structure message effectively • Respond People’s messages • Techniques to respond effectively • Two communication skills • Listening / Reading

7. Listening Skills • Difficult but important • Business people spend 45-63% • Be effective while: • Brain storming ideas/attending meetings • Interview/Appraising • Talking on telephone/Resolving conflict

8. AdvantagesOf Effective Listening • Gather information • Easy in decision making • Quick Problem solving • Learn new ideas never thought before • Understand people better • Increase cooperation to employees /customer

9. Why listening is hard? • Various internal blocks • Think ahead /faster than speaker • 125 w/pm vs. 600 w/pm • Gap may wander you such as • Power crises • 20/20 cricket • Phone to someone

10. Listening Blocks • “Turn out” noise/ T.V. • Don’t listen if don’t want • Emotional block • Jumping to conclusion • Defending your own position • Judging disagreed concepts • Listen completely then judge

11. Listening External Blocks • Buzzing of mobile • Clattering type-writer • Computer printer • Change in the weather • Glance at colorful pictures and things

12. Listening Blocks • Time greatest barrier • I don’t have time and I don’t want to listen that all! • Everything is running out of mind • Set aside blocks of time for effective listening

13. Disadvantages Of Listening Blocks • Take idea/problem elsewhere • Colleagues complain don’t listen well • Colleagues stop sharing ideas • Customer switch to better responders

14. Enhancing Listening Abilities • By improving: • How you look? • How you think? • What you say?

15. How you look? • Show your interest • Consider your posture • Stand/sit with open posture • Facing other person /looking alert • Avoid close posture • Slumping • Keeping your arms crossed

16. How you look? • Bowing your shoulders • Turning away • Aggressive postures • Thrusting out your chin • Keeping hands on your hips

17. How you look? • Analyze gestures • Open and expressive, people feel comfortable • Nervous gestures , cleaning fingernails, • Drumming fingers/ hands near face • People feel uncomfortable

18. How you look? • Get rid of physical distracters • Pencils for tapping • Papers for shuffling • Various Object

19. Facial Expressions • Avoid deadpan / stony face • Look interested-raising /lowering eyebrows • Nodding helps establishing rapport • don’t look aggressive • Look assertive

20. Eye Contact • Avoid extremes • Don’t appear to be aggressive • Don’t constantly look away/down/up • Effective listening dominate eye contact • Less eye contact , less confident • More eye contact~more confident

21. How You Look?Proximity-distance • Distance shows involvement & interest b/w listener/speaker • Intimate spacing-among friends/ colleagues/ boss • Distance necessary to intimate conversation • To make comfortable others

22. Effective Listening • Listening, a great amount at work • Managers speak between 50-80% • Staff • Clients • Supervisors • Bosses • suppliers

23. How you feel and think? • Look sincere while listening • Control your feelings • Be patient & give speaker time • Hold your fire • Don’t arguing/criticizing & becoming angry • Try to put yourself into speaker’s shoes

24. How you feel and think? • Control your feelings : • Avoid prejudging topic/speaker • Beware of initial impressions • Look/dress/skin/sex

25. How you feel and think? • Think objectively/analytically • Mentally summaries what is said • Listen not only what but how • Be aware of speaker’s voice • Volume/facial expression/body movement

26. Breakdown Of communication • Writing-9% -Reading-16% -Speaking-30% -Listening-45% • L- look interested • I- inquire with question • S- stay on target • T- test your understanding • E- evaluate the message • N- Neutralize your feelings

27. Reading Skill There are worse crimes than burning books. One of them is not reading them. Joseph Brodsky

28. Reading Skill How to become an effective reader?

29. Reading Habits • Commit to reading • Concentrate on your reading • Read actively

30. What is SQ3R? • A study reading method or technique based on a series of steps • It divides the reading process into 3 stages: • Before: Preparation • During: Concentration • After: Retention

31. Steps in SQ3R • Survey • Question • Read • Recite • Review

32. Survey • Get overview / general idea • Find out about • Author / subject • Look at title, subtitles / headings • Any visuals, pictures, charts or drawings

33. Survey • Read first & last paragraphs • Read first sentence in each paragraph • Underline key words • Make prediction • Do not read all material

34. Question • Turn headings into questions • Stay focused • Anticipate while reading • Gives purpose • Creates interest

35. Read • Read actively, focusing on question • Highlight • Annotate while reading • Underline, take notes • Reinforce what read

36. Recite • Speak loudly within yourself • Put in your own words • Answer questions on what you remember • Repeat information & reread if necessary • Create a mind map

37. Review • Look over material without rereading • Verify your prediction & revise if necessary • Respond & reflect by connecting reading • Repeat information & reread if necessary

38. Summary SQ3R Survey • Headings Summaries • Subheadings Overviews • Bolded terms Questions • What When • Where Who • Why

39. Reading Skills • Involves anticipating • Summarizing / concentrating • Reading is a passive skill / make it active • Engage in mental dialogue with writer • Two methods of active reading are: • Asking questions • Using recall technique

40. Asking Questions • Ask questions as you read • When-before, during and after reading • It helps to anticipate & engage • During reading- change headings, topics into questions • After reading questions help to evaluate

41. Use Recall Technique • It is mental (summary) / written (notes / underlining) • It conclude three components: • Structuring • Annotating • summarizing

42. Use Recall Technique • To recall structuring is needed • Different levels of meaning • Conclusion • Main idea • Supporting details • Annotation • It means make structure visible-using symbols

43. Use Recall Technique • Circle the conclusion • Underline main points • Brackets important supporting details • Mark beginning & end

44. Use The Recall Technique • Summarize • Conclusion-main idea • It facilitate the review • Strengthen retention • Mental summary most important

45. Reading Speed • Effective reading is flexible • Different material/different speed • Don’t read everything like school & college life • Study to business reading

46. Speed Reading General Reading Main & Subordinate Ideas Skimming Accelerating Phrases Main Idea 400/800 WMP Eye Fixation Previewing Main Idea Reading Different Material Warming Up Subordinate Ideas

47. Giving Feedback • Effective feedback important for business • It means help others to change their behavior • Habit pointing out every single problem

48. Oral And Written Feedback • Oral feedback advantages • Can ask open questions • Ask their problems instead telling them • Can read non-verbal behavior if don’t understand • Clarify anything on spot

49. Written Feedback Advantages • Can take more time to think • Can be more detailed • Can give someone a permanent record • One can consider your comments at leisure

50. Trust And Understanding • Effective feedback have two criteria: • Trust-feedback won’t work if people don’t trust in you • Three steps to gain trust: • First examine own motivation • Don’t show off but must designed something to help • Through your tone voice/expression/words & choice