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SUPREET WAHEE
Unit Overview
Empathy
Confidence Socializing
Team work
Problem Solving
& decision
Networking
Making
Communication
Communication
Writing
Visual Image
Body
Language
Practical
Practical Factual
Factual
Concise
Concise Clear
Clear Persuasive
Persuasive
1. 2. 3. 4.
Sender has Sender Message Receiver
idea encodes travels decodes
idea in over message
message channel
6.
Possible additional
feedback to receiver
Sender
Encode
Channel
Decode
Receiver
Feedback
Speak Listen
Internal Audiences
Internal Audiences
External Audiences
External Audiences
Special
Professional services
interest group
(auditions,legal,etc)
Customers
Suppliers,
clients
vendors
The
Trade association, Corporation Distributors,
Competitors, Wholesalers,
other businesses, Franchisees,
and industries Retailers, agents
Legislators,
The Stock holders Foreign Government
media Investors Governments The courts agencies, regulation
and lenders and offices Offices
Supreet Juneja Wahee
Communication Flow in Organizations
Executive Director
Manager
Downward Comm.
Vice President
Upward Comm.
A.G.M.
Supervisor 1 Supervisor 2 Supervisor 3
Manager
Supervisor
Horizontal Comm.
Forman
DIRECTION OF COMMUNICATON
Supreet Juneja Wahee
DIRECTION OF COMMUNICATION FLOW
Accomplish tasks
Interpersonal Communication between
Increase self worth through
Communication two people
interaction
An organization reaching
Public out to its public to achieve Reaching many with the
Communication external communication same message
goals
Responding
Supreet Juneja Wahee
Barriers
Barriers to communication
Noise
Inappropriate medium
Assumptions/Misconceptions
Emotions
Language differences
Poor listening skills
Distractions
Environment
Venue
Temperature in the room
People Status, Education
Time
Supreet Juneja Wahee
Barriers in Communication
(that have to do with the COMMUNICATOR)
Selective Perception
Unwillingness to Change
Lack of Interest in the Topic/Subject
Prejudice & Belief System
Personal Value System
Here-and-Now internal & external factors
Checking
Seeking Cultural
for understanding
Participation Sensitivity
Hearing
Focusing on the message not the person
Comprehending and interpreting
Analyzing and Evaluating
Responding
Remembering
Kinds of Listening
Listening to understand, participate
Listening to understand, analyze, and
and enhance a relationship.
evaluate messages.
Usually used in interactions between
Used when receiving and evaluating
E
two people or a small group.
Goal is to develop understanding and appreciation of m De persuasive messages.
pa
the meanings & feelings of sender.
t hi lib
c er Use when you must make decisions.
at
You try to put yourself in another
persons place, but not necessarily
iv e
agree with them. It should make you think.
Am
oun
t ta
ugh
t
Paraphrase
Dont overtalk Active
Listening
Exhibit affirmative
Avoid distracting head nods and
actions or appropriate
gestures Ask questions facial expressions
Prentice Hall, 2002 Supreet Juneja Wahee
TECNIQUE OF ACTIVE LISTENING
SUMMARIZE
SUMMARIZE
PARAPHRASE
PARAPHRASE
Pull
Pulltogether
togetherthe
the
Restate
Restatewhat
whatwas
was main
said mainpoints
pointsof
ofaa
saidin
inyour
yourown
own speaker
speaker
words
words
QUESTION
QUESTION
Challenge
Challengespeaker
speakerto to
think
thinkfurther,
further,clarifying
clarifying
both
bothyour
yourand
andtheir
their
understanding,
understanding,
however
howeversuspend
suspend
judgment
judgment Supreet Juneja Wahee
Effective Communication . . .
It is two way.
It involves active listening.
It reflects the accountability of speaker and
listener.
It utilizes feedback. At La
st
It is free of stress.
It is clear.
They tie closely with the basic concepts of the communication process and are
important for both written and oral communications called the
Seven C.
Courtesy
Conciseness
Clarity
Consideration
Correctness
Concretenes
s
Completeness
please refer to the email sent by John and you are expected
to compile the assignment and send it across by today
evening
What is to be communicated
You may be glad to know that we have a walk-up window open 7-Pam and 2-8 pm everyday
You can take care of your banking needs at our new walk-up window .It is open with a
capable teller to serve you 7-p am and 3-8 pm Monday through Friday
You attitude
You will be able to shop in the evening with the
extended hours.
Readers may react positively when benefit are
shown to them.
Always try to address his/her need and want.
Supreet Juneja Wahee
Following expressions which will are likely to make
your letter pleasant & courteous
Informal (is more characteristics of business writing ,here you use word that are short ,well
known)
Participate-Join Utilize Use
Procure get Interrogate-question
When you talk to your client always use facts and figures
instead of generic or irrelevant information.
MODES OF
COMMUNICATION
Telephony
Electronic mail
Text Messaging
Instant messaging
Doc/screen sharing
Tele-conferencing
Web-conferencing