Transcript What is communication?

What is communication?
• Communication is the art of getting your
message across effectively
• It is a two way process
– Saying what you mean
– Fully comprehending any feedback
Good communicators make better
managers
•
•
•
•
•
Communicate to get things done
Pass on and obtain information
Reach decisions
Achieve joint understandings
Develop relationships
Verbal & Non-verbal
Communication
non-verbal
55%
verbal
non-verbal
verbal
45%
Communication Model
Message
Source
Encoding
Message
Message
Channel
Feedback
Decoding
Message
Receiver
Follow the five ‘Cs’ of
Communication
•
•
•
•
•
Clarity
Conciseness
Completeness
Correctness
Courtesy
Achieving clarity
• Be clear about what you want to
communicate
• Deliver the message succintly
• Ensure the message has been clearly &
correctly understood
Choosing a method
•
•
•
•
•
•
Speech – speed & convenience
Written word – permanent & orderly
Electronic media – Hybrid of both
Symbolic Gesture
Visual Image
Multimedia – Combination of all the above
Body Language
•
•
•
•
•
Gestures
Posture
Facial expression
Walking styles
position
Exercise I for Non-Verbal Analysis
Action
Crossing legs above the knees
Crossing Ankles
Pointing the index fingers
Placing the hands on the hips
Furrow over forehead
Raising eyebrows
Flare our nostrils
Chewing or biting lip
Licking of lips
Turned up nose
Head tilted to one side
Interpretation
EXERCISE 2
Express the following
Joy and happiness
Fear
Annoyance
Surprise
Anger
Sadness
Disgust
Fatigue
Pain
Boredom
Concern
Exchanging Information
• Making contact-initial greeting welcoming
• End courteously
• Keep in mind cultural difference
Passing on information
• Company policies ( directly to the persons
concerned)
• Feedback on performance (state reasons for
praise or admonishment)
Using the Phone
• Strong communication
tool
• Reduces distances and
increases accessibilty
Telesales
• Write down in advance what you want to
convey
• Speak slowly and pace yourself with the
other person
• Always be polite & friendly
• Smile – a smiling face encourages a smiling
voice and invites a +ve response
• Time your call
Leaving messages
• Start – Name, Phone No., Time of call,
message,
• End – Name & Phone no.
• Use only for short messages otherwise email or fax
Using IT
• E-mail – fast, saves paper
• Fax- fast
• Internet- powerful communication tool
Internet
• Intranet (in-company internets)
• Extranet ( suppliers with customers)
Company Website
• Up-to-date information about your
organisation (customers & employees)
• e-Business
• Get competitive information
Chairing a meeting successfully
• Circulate agenda and relevant papers before
the meeting
• Do not manipulate the meeting to your
advantage
• Stick to the time limit & start on time
SMILE
You have to activate 43 muscles
to frown and only 17 to smile
ASSESSING YOUR COMMUNICATION SKILLS
Evaluate how well you communicate by responding to the
statement given in your sheet.
Add your scores together, and refer to the analysis to see
how skilled you are at communicating.
ANALYSIS
25-50: You are not communicating effectively or
enough. Listen to feedback, and try to learn from
your mistakes
51-75: Your communications performance is patchy.
Plan to improve your weaknesses.
76-100: You communicate extremely well. But
remember that you can never communicate too
much.
Thank You