Transcript Welcome Effective communication

Welcome
Effective
communication
Sajith paleri
NSS Resource person
kasaragod
The new global and diverse
workplace requires excellent
communication skill
• For good or ill, your conversation is your
advertisement. Every time you open your
mouth you let men look into your mind. Do
they see it well clothed, neat, businesswise?
(Bruce Barton).
Why…….
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ASSOCIATION
SHARE FEELINGS,THOUGHTS
CONTROL OVER A SITUATION
UNDERSATAND EACH OTHER
BETTER RELATIONS
Communication is a Series of Experiences of
Hearing
Smell
Seeing
Touch
Taste
COMMUNICATION
Passing of message from
one person to another
Transmission of meaning
Communication
is the art of expressing
and exchanging ideas,
feelings and thoughts
through gestures,
speech or writing
Communication :
Effectiveness
• Study by ILO
Among “Common Man”
(Average)
• Ears = 20%
• Eyes = 30 %
Communication :
Effectiveness
Study by ILO
• Ear + Eyes = 50%
• E+E+ Discussion = 70%
• E+E+D+ Application = 90%
COMMUNICATION PROCESS
sender
Receiver
Feedback
WHOM
WHY
HOW
WHERE
WHAT
WHEN
COMMUNICATION
INTRA-
INTER-
PERSONAL
PERSONAL
INTERPERSONAL
ORAL
WRITTEN
BODY
LANGUAGE
TYPES OF COMMUNICATION
VERBAL
IS SENDING AND
RECEIVING MESSAGE
THROUGH WRITTEN OR
SPOKEN WORDS
NON VERBAL
IS THE TRANSMISSION
OF MEANING FROM
ONE PERSON TO
ANOTHER THROUGH
MEANS OR SYMBOLS
OTHER THAN WORDS
TOTAL COMMUNICATION PROCESS
Writing
9%
Speaking
30%
Reading
16%
Listening
45%
DISCUSS BUT NOT ARGUE
Discuss but don’t argue
Argument
Discussion
Throw heat
Light
Comes from ego
and closed mind
Open mind
Exchange of
ignorance
Knowledge
Expression of
temper
Logic
Tries to prove
who is right
What is
CONSIDER THE FRAME
OF REFERENCE OF YOUR
LISTENER
ACTIVELY ATTEND TO
THE VERBAL MESSAGE
BE SPECIFIC
AND
CONCRETE
AVOID LOADED
WORDS
KEEP
IT
SHORT
&
SIMPLE
Can you raed this? Olny 55 plepoe out of 100 can.
I cdnuolt blveiee that I cluod aulaclty uesdnatnrd
what I was rdanieg. The phaonmneal pweor of the
hmuan mnid, aoccdrnig to a rscheearch at Cmabrigde
Uinervtisy, it dseno't mtaetr in what oerdr the ltteres
in a word are, the olny iproamtnt tihng is that the
frsit and last ltteer be in the rghit pclae. The rset can
be a taotl mses and you can still raed it whotuit a
pboerlm. This is bcuseae the huamn mnid deos not
raed ervey lteter by istlef, but the word as a wlohe.
Azanmig huh? Yaeh and I awlyas tghuhot slpeling was
ipmorantt!
M-A-C- B-A-T-H
M-A-C- T-A-V-I-S-H
M-A-C- D-O-N-L-D
M-A-C- G-R-A-T-H
M-A-C- H-I-N-E-R-Y
Nonverbal Communication
• Confirm or deny the spoken word
– Facial expression
– Eye contact
– Posture and body movement
• Indirect messages
– Dressing style
– Lifestyle
– Material possessions
Cherry/Jacob Ch 17:
Communication
26
NON-VERBAL COMMUNICATION
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Facial expression
Gestures
Body Posture
Orientation
Eye contact
• Body contact
• Proximity
• Appearance
• Non-verbal aspects ofspeech
• Non-verbal aspects ofwriting
TYPES OF BODY LANGUAGE
Remember that you are dealing with “PEOPLE”
• (P)OSTURES & GESTURES
– How do you use hand gestures?
• (E)YE CONTACT
– How’s your “Lighthouse”?
• (O)RIENTATION
– How do you position yourself?
• (P)RESENTATION
– How do you deliver your message?
• (L)OOKS
– Are your looks, appearance, dress important?
• (E)PRESSIONS OF EMOTION
– Are you using facial expressions to express emotion?
Improve your body language
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Keep appropriate distance
Touch only when appropriate
Take care of your appearance
Beware- people may give false cues
Maintain eye contact
Smile genuinely
Barriers to Effective Communication
Language
Time
Noise
Other people
Distractions
Barriers to
effective
communication
emotions
Too many questions
Lack of interest
Distance
Discomfort
with the topic
Disability
The Captain’s note to the Chief Officer
“Early tomorrow morning there will be a total
Solar eclipse at 09.00 hours. This is something
that cannot be seen everyday; so let the crew line
up in their best clothes on deck in order that they
may see it. To mark this rare phenomenon, I will
myself explain it to them. If it is raining, we will
unfortunately not be able to see it clearly. In that
case, the crew would gather in the mess room.”
The Chief Officer’s note to the First Officer
“On Captain’s orders, there will be a total
solar eclipse early tomorrow at 09.00 hours.
If it is unfortunately raining, we will not be
able to see it clearly from the deck in our
best clothes. In that case the sun’s
disappearance will be fully observed in the
mess room. This is something which does not
happen everyday.”
The First officer’s note to the Second
Officer
“On Captain’s orders, we shall fully
observe in our best clothes that the sun
disappears in the mess room at 09.00
hours. Unfortunately, the Captain will
tell us if it is going to rain. This is
something which does not happen
everyday.”
The Second officer’s note to the
Boson
“If it is raining in the mess room
early tomorrow which
unfortunately is something that
does not happen everyday, the
Captain, in his best clothes will
disappear at 09.00 hours.”
The Second officer’s note to the
Boson
“If it is raining in the mess room
early tomorrow which
unfortunately is something that
does not happen everyday, the
Captain, in his best clothes will
disappear at 09.00 hours.”
The Boson's note the Crew
“Early tomorrow at 09.00 hours
the Captain will disappear.
Unfortunately this does not
happen everyday.”
The Art of Listening
•
“If we were supposed to talk more than
listen, we would have been given two mouths
and one ear.”
•
Mark Twain
HINTS OF EFFECTIVE
LISTENING
TEN COMMANDMENTS
OF LISTENING
• Stop talking
• Put the talker at ease
• Show him that you want to
listen
• Remove distraction
• Empathize with him
TEN COMMANDMENTS
OF LISTENING
• Be patient
• Hold your temper
• Go easy on
arguments and
criticism
• Ask questions
• Stop talking
SOFTEN
SMILE
OPEN
POSTUR
E
FORWA
RD LEAN
TOUCH
NOD
EYE
CONTAC
T
TEN REASONS TO SMILE
MAKE US ATTRACTIVE
CHANGE YOUR MOOD
IT IS CONTAGEOUS
RELIEVES STRESS
BOOSTS YOUR IMMUNE SYSTEM
LOWER YOUR BLOOD PREASSURE
RELASES PAINKILLERS AND SEROTONIN
LIFTS THE FACE AND MAKES YOU LOOKS YOUNGER
MAKE YOU SEEMS SUCCESSFUL
HELP YOU STAY POSITIVE.
Sunitha Ranjan, RGNIYD
Email:[email protected]