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Expectations
Overview
What Is It ? Common Forms Of Communication Positive Value Of Communication The Model
Communication
It is the process of sending and receiving messages Effective communication means :
The sender and receiver understands the message as it was intended to be
Forms Of Communication :
Conversation Group Communication (small & large) Mediums used could be speech, email or any other form
Written Word
Value Of Communication
Can each of you share a point on the value of communication ? Did you come across a situation where your communication helped you solve a problem or an issue ? Have you had a situation where somebody misinterpreted your communication ?
Understanding Communication
The Basic Communication Model
A sender (person who initiates the conversation or the message) A message (specific set of words, gestures or images) that the sender uses to convey what they want to say A channel (through which the communication moves) A Receiver (person who receives the message) Feedback response from receiver to sender
Sender
Receiver
Distortion
Environment noise Preconceived notions/expectations Wordiness/Attention span Physical hearing problem Speed of thought
Channel Management
We use the TV remote and manage channels as we manage our emotions Similarly, we have to identify what is the best channel for communicating our message
Spoken Face to Face Email Spoken Phone Spoken Voice mail etc
Identify objective, urgency and type of message (information sharing, requiring feedback etc)
Timing
Going to the vegetable market in the morning so that we can get fresh vegetables ???? It is all about timing Ensure that there are no events competing if you want to send an important message Identify organizational moods Identify workloads, spacing of message
Effective Presentations
Confidence
Have faith in yourself Prepare, prepare and prepare Know your audience Change pace and add content based on audience feedback Anticipate questions and prepare for them
Effective Presentations
Format Your Presentation
Create an outline for your presentation, this should be the overall theme Write your main point at the top, you can use powerpoint notes if you want to Plan your presentation per time allotted .. Keep a time of about 3 minutes per slide If there is a time limit
Effective Presentations
Organize Content
Define your objective is it to inform, is it for discussion etc If it is a letter Create an opener Create a body Create a ending Make sure you keep in mind why an audience would want to listen to you Remember that your audience is listening, do not read from the slides Make a clear break at the end, leave the audience with a strong argument, startling fact or a friendly summary
The Famous 5
Non verbal Cues convert to positives Project sincerity, acknowledge if mistakes are made, be truthful Be energetic Dress well, do not be a sideshow Control stage fright (easier said than done)
Questions ?
Be relaxed Be truthful, do not get into an argumentative mode Acknowledge difference of opinion and be thankful for that Do not repeat yourself word for word If there is a persistent argument, you can indicate that it will be discussed offline if that is fine
Other helpful techniques to foster communication (both verbal and non-verbal)This is when you are a receiver
Nod Your Head Repeat the last word or two of the prior speaker
Email
Type of communication & goals Target audience Dates (send by, response by) Email header (subject, from, reply-to) Choose format (plain text, html) Other resources as you plan content
Audience ?
Who is your target audience? External:
Clients Members
Time Ah Time
Three seconds and 40 characters. That's all you usually have to work with when trying to get and hold the attention of someone reading email. And with user behavior changing so much in response to overwhelming amounts of spam, the attention spans of email readers are getting shorter. Needless to say, it's vital to make the most of your introduction via the email subject line.
Gartner 2006
In Summary
Keep The Message Simple
Not more than 5 lines Of Core Content Use The Email Subject (header) For Indicating Purpose Examples :
Clarification With Respect To Budget Query Regarding My Compensation Resignation Virus
If the matter is detailed, better to have it as an attachment or better still have a call to discuss on the issue
Fabulous 8
Facial expression Posture Gestures and Movements The Voice Or Viva Voce The Handshake and touch Timing Punctuality Pays All The Time Space Cultural dynamics Dressing For Success
Effectiveness Of Communication
You can use your listening skills and nonverbal impressions to identify how well your message is received Use A Coach for evaluating yourself
Avoiding Misunderstanding
Keys For Preventing Misunderstanding Hitting The Bulls Eye
Verbal
Avoid poor pronunciation and bad articulation Be aware of the knowledge levels of your listeners Eliminate vague remarks and confusion when you speak Be clear and keep your message simple
Non-Verbal
Listen to somebody who is speaking, it is the minimum respect we can give by being an active listener If you are talking and there is a distraction, acknowledge the distraction DO NOT use conflicting body language, people perceive things easily
Interpersonal
Do not assume that your point of view is correct Keep in mind that everybody has a point of view Do not stereotype people you speak to
Organizational
Avoid being influenced by gossip mongers and kitchen cabinets they do not have any positive impact on changing your career Play by the rules of the organization you work in, be patient, learn the rules and then you can be a player Do not indulge in selective information sharing
Cultural
What is good may be bad in a different culture Work within cultural boundaries
Globalization Impact
Global Culture
Society
Values The abstract ideas about what a group believes to be good, right, and desirable
Honesty, loyalty, individual freedom etc.
Norms The social rules and guidelines that governs people action toward one another
Folkways (importance of time in different culture, rituals, manners etc.) Routine convention of everyday life Mores (laws against theft, adultery etc.) Central to the functioning of a society and to its social life
Individualist Organization
Individualist
Emphasis on independence and focus on the individual
Collectivist Organizations
Collectivist
Emphasis and focus on group approach
Individualist/Collectivist Organizations
Individualism 10 9 8 7 6 5 4 3 2 1 USA Australia UK, Canada Germany, France, India, Ireland Spain Brazil Japan & Turkey Mexico, China, Hong kong S. Korea Taiwan Collectivism
Hierarchical Organizations
Hierarchical (Inequality)
High degree of acceptability of differential power and social stratification
Egalitarian Organizations
Egalitarian (Equality)
Little tolerance of differential power and social stratification
Hierarchical/Egalitarian Organizations
Egalitarian (Equality) 10 9 8 7 6 5 4 3 2 1 Switzerland USA, UK, Australia Canada Germany, Spain S. Korea, Taiwan China Hong Kong, Turkey Brazil, France, Singapore, Japan India Venezuela/Mexico
Hierarchical (Inequality)
Order Organizations
Order
Environment that value adherence to rules, regulations and procedures to minimize the risks and prefer predictability
Flexibility Organizations
Flexibility
Environment that rewards risk taking, tolerate ambiguity and value innovation
Order/Flexibility Societies
Flexibility
10 9 8 7 6 5 4 3 2 1 Singapore Hong Kong, Canada, UK USA, India Australia, Taiwan, Switzerland Germany, Brazil S. Korea Venezuela, Turkey Mexico, Spain France, China Japan Order
Cultural Differences
Differences
National Cultural differences
Political systems, food, buildings, art, language, social norms, religion, nature of core relationships
Organizational differences
Power dynamics, leadership negotiation process, organizational structure, reward systems
Individual differences
Thinking styles, values, motivations, fears
U.S.A - Characteristics
Friendly and Informal Task/goal oriented, Aggressive Individual Competitive (Individualism) Multicultural Egalitarian Low Context Monochronic (Time is money!) Risk Takers
Donts
Avoid embracing unless already acquainted Coming too close Ignore gender Avoid asking personal questions (Are you married?) Avoid patting on back Avoid giving personal gifts
Trust is build with the accuracy of the information Get right down to business
India Characteristics
Friendly and hospitable Hierarchical Collectivism Flexible Polychronic Bureaucratic Diversified Religious
Donts
Avoid discussing politics Avoid discussing India & Pakistan relations Avoid discussing religion Avoid discussing sex, salary, poverty, beggars, snake charmers and widow-burning Avoid refusing an invitation Avoid opening gifts in front of the giver
We think differently We talk differently We have cultural differences and more How to overcome these difficulties?
Always
Speak Clearly Use common words Short sentences Talk slowly Repeat if required! Be flexible Time and punctuality Learn preferred communication styles Learn appropriate greetings
Avoid
Slang, jargon, buzzwords, and abbreviations that may not be understood Humor, sarcasm and criticizing Judging the people on their message because of the way that they speak Do not assume that yes and no are straightforward response. Yes may mean I understand or I am saying yes to help you save face and actually I meant no
Listening
Listening Skills
Hearing Vs Listening
Listening (80/20) Exercise (Speaker/Listener/Observer)
Objectives
Enhance your understanding and appreciation of:
Differences in natural communication styles Valuing communication style differences The importance of feedback and coaching to successful performance and development.
Improve your ability to coach others effectively Better enable you to help others develop these skills
Consider This
You have two ears and one mouth use them proportionately.
Ways to ensure you are listening and let the other person know you are:
Make comfortable eye contact Use silence to let them talk Use affirmative responses such as head nods, appropriate facial expressions and verbal prompts (uh-huh, go ahead,etc.) Incline your body forward toward the person Avoid actions, facial expressions or gestures that suggest disinterest or displeasure Do not interrupt Do not complete the other persons sentences Focus on understanding, not formulating your response
Generous Listening
Types of Questions:
Open-ended encourage the other person to go deeper and broader Close-ended results in short, succinct answers Clarifying ensures that you understand each other Reflecting-back mirrors back the essence of what was said
Some Tips
Play by the rules till you learn about the organization, do not shoot off the hip first