E2-E3

Management
Communication Skills
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WELCOME
This is a presentation for the Management Module for the Communication Skills E2-E3 Topic:

Eligibility: Those who have got the Upgradation from E2 to E3. This presentation is last updated on 15-3-2011. You can also visit the Digital library of BSNL to see this topic.
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AGENDA
Define Communication List various methods of communication at workplace Explain modes of communication Understand barriers to communication Understand ways to Facilitate better communication

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Communication is a Series of Experiences of

Hearing
Smell

Seeing Taste

Touch

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Communication - Meaning
Communication is a dynamic process through this process we convey a thought or feeling to someone else. how it is received depends on a set of events, stimuli, that person is exposed to. how you say what you say plays an important role in communication.

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Total Communication Process

Writing 9% Reading 16% Speaking 30%

Listening 45%

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COMMUNICATION
7% WORDS Words are only labels and the listeners put their own interpretation on speakers words 38% PARALINGUISTIC The way in which something is said - the accent, tone and voice modulation is important to the listener. 55% BODY LANGUAGE What a speaker looks like while delivering a message affects the listeners understanding most.
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Methods of communication
person to person - face to face, reading a letter, making a phone call in a small group - planning, problem solving, decision making, written reports, memos, notice boards in a meeting - presenting, bargaining, negotiating agreements using mass media - speaking in public, on radio or television, writing for print media such as newspapers and journals, books, advertising others - training, teaching, entertaining.
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Verbal communication
Speech Media-in person, via an intercom, over the phone, email etc Understanding by receiver

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Verbal breakdown

Inattention Physical barriers Poor expression Premature evaluation Emotions

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Verbal breakdown

Gatekeeper
Communication chain Denial Lack of questioning

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Non-Verbal

Ideas,

thoughts

and

feelings

that

are

communicated without words such as-yawn, tears, frown, crossing arms, averting eyes etc.

Types are:
Body language Physical characteristics and appearance

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Non-Verbal

Voice
Space Environment Time

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TYPES OF BODY LANGUAGE

(P)OSTURES & GESTURES- How do you use hand gestures? Stance? (E)YE CONTACT- Hows your Lighthouse? (O)RIENTATION- How do you position yourself?

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TYPES OF BODY LANGUAGE

(P)RESENTATION- How do you deliver your

message?
(L)OOKS- Are your looks, appearance, dress important? (E)XPRESSIONS OF EMOTION -Are you

using facial expressions to express emotion?

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Writing
Permanent, A record for future, Receiver can study at his/her pace, overcomes distance Example: letters, memos, email, minutes of meetings, reports, instructions, diagrams, maps, other pictorial aids etc.

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Barriers in Communication (that have to do with the COMMUNICATOR)

Unwillingness to say things differently Unwillingness to relate to others differently Unwillingness to learn new approaches Lack of Self-Confidence Lack of Enthusiasm Voice quality Prejudice

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Barriers in Communication (that have to do with the COMMUNICATOR)

Disagreement between verbal and non-verbal messages Negative Self Image Lack of Feedback Lack of Motivation and Training Language and Vocabulary Level Lack of Self Awareness

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Barriers in Communication (that have to do with the RECEIVER)

Selective Perception Unwillingness to Change Lack of Interest in the Topic/Subject Prejudice & Belief System Rebuttal Instincts Personal Value System Here-and-Now internal & external factors

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External Barriers in Communication

Environment The venue The effect of noise Temperature in the room Other People Status, Education Time Distance

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Barriers in Communication
Muddled messages Stereotyping Wrong channel language Lack of feedback Poor listening skills Interruptions Physical distractions

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Tips for better communication

Have a positive attitude about communication. Defensiveness interferes with communication. Work at improving communication skills. This increased awareness of the potential for improving communication is the first step to better communication. Include communication as a skill in each person's job description. Help other people improve their communication skills by helping them understand their communication problems.

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Tips for better communication

Make communication goal oriented. Approach communication as a creative process rather than simply part of the chore of working with people. Accept the reality of miscommunication.

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Sum up

What is communication? Methods of communication Verbal Non-Verbal Writing Barriers & overcoming barriers

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For internal circulation of BSNL only