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COMMUNICATION SKILLS

Aparna Agrawal Asteya 09/04/2012

WHAT IS COMMUNICATION??

Process Transmission/Exchange

Thoughts Words Ideas

Sharing Information

IMPORTANCE OF COMMUNICATION
The way we communicate with others and with ourselves ultimately determines the quality of our lives - Anthony Robbins

IMPORTANCE OF COMMUNICATION

Self (Leadership) Family (Relationships)

Society
Business Workplace

IMPORTANCE OF COMMUNICATION

Self (Leadership)

Affects Self Confidence Represent Followers (Mahatma Gandhi/Obama)

Family (Relationships)

Positive Bonds Prevent Misunderstandings

IMPORTANCE OF COMMUNICATION

Society

Man is a Social Animal

Business

Networking Dealing with Partners/Stakeholders

Workplace

Coordinating with other Employees/Mgmt Expressing Ideas

BARRIERS IN COMMUNICATION
The single biggest problem in communication is
the illusion that it has taken place. - George Bernard Shaw

BARRIERS IN COMMUNICATION

Listening Barriers

Interrupting No Eye Contact Ignoring

Speaking Barriers

Inconsistency

Lack of Clarity
Not Understanding the Receiver

BARRIERS IN COMMUNICATION

Other Barriers

Muddled Messages Stereotyping Wrong Channel Language Lack of Feedback

Distractions
Poor Listening Skills

EFFECTIVE COMMUNICATION
There is all the difference in the world between
having something to say and having to say something. - John Dewey

EFFECTIVE COMMUNICATION

Ways to Communicate Effectively


Avoid Noise Organizing Thoughts Actions Speak greater than Words Be Concise Translate for the Audience

Listen Carefully
Negotiate

REFLECT

Errors in Communication

Your experiences What went wrong

Tone/Accent
Expression Medium

Use of colloquial terms How can they be avoided

EFFECTIVE COMMUNICATION

Use I Messages

Your Feelings No Blaming Positive Language Be Open You are lying

E.g.

I feel I dont know the whole truth I think you have potential to do much better

You did a bad job

EFFECTIVE COMMUNICATION

Change the following to I sentences

You never call me.

I wish you would call me more often. Sometimes I feel I am not being listened to I feel hurt/irritated when you do this. I think we can try a different idea. I feel I do all the work here. I need to Me time now.

You dont listen to me!

You make me angry!

Thats a dumb idea!

No one does anything.

You annoy me, go away!!

TYPES OF COMMUNICATION

Verbal & Non Verbal

Verbal

Oral Written

Non Verbal

Postures Gestures Body Language

TYPES OF COMMUNICATION
Non Verbal Communication

You cannot shake hands with a clenched fist. - Indira Gandhi

ACTIVE LISTENING
Handy

Tips

Focus Avoid Judgment Interest

Empathy
Interpret and Clarify

ACTIVE LISTENING

The proof of good listening is an appropriate response.


- Judi Brownell

KNOW FIRST THEN SPEAK!!!


Do you think your colleague

Not sure nauntil you know him/her well. Till then you can only guess or ASSUME!!

KNOW FIRST THEN SPEAK!!!


Then why do we believe that our colleague

You also CANNOT know this by just looking at a person for a few days..not until you understand him/her

KEEP JUDGMENTS ASIDE

Avoid excessive interpretation When in doubt, ASK Tell the truth, politely Appreciate and then continue

Give genuine appreciation


Dont Assume!!

MORALITY IN COMMUNICATION

Be Yourself Be True Converse from Heart Connect to the Person

Be Open to Multiple Viewpoints


Be Yourself

ASSERTIVENESS

Assertive Behavior:

Standing for own rights w/o infringing on others "I win; you win

Passive/Nonassertive Behavior:

Giving up own rights and defers that of another person "I lose; you win

Aggressive Behavior:

Standing for own rights w/o regard for others "I win; you lose"

ASSERTIVENESS

Learn to say

NO

TIME MANAGEMENT
Coveys Four Quadrant TODO Due Soon Not Due Soon

Important
Not Important

TIME MANAGEMENT
Get

Started a Routine

Maintain Dont

Commit to too many things Large Tasks

Divide Write

Things Down

Prioritize Set

Start & Stop times

TIME MANAGEMENT
Plan

Realistically a List A & List B Breaks consciously (Mails/FB)

Have Take

Organize Outsource

Meetings
Do

Not Disturb

TIME MANAGEMENT
Time Wasters:
Procrastination

Poor

Organization
Meetings

Ineffective Failing

to Delegate Priorities

Lacking

TIME MANAGEMENT
80

20 Rule

This argues that typically 80% of unfocussed effort generates only 20% of results. The remaining 80% of results are achieved with only 20% of the effort.

DECISION MAKING

Cookies
(ppt)

DECISION MAKING
Constructive Good

Environment

Alternatives Alternatives the Best Alternative

Explore Choose Verify

your Decision your Decision & Take Action

Communicate

DECISION MAKING
Constructive

Environment

Objective Process

Good

Alternatives

Brainstorming Organize Ideas

DECISION MAKING

Explore Alternatives

Risk

Implication

Choose the Best Alternative

Verify
Communicate & Act

THANK YOU!!

aparna@asteya.net aasteya@gmail.com

GROUP COMMUNICATION

Avoid!!!

Group Think Ganging Up Venting Talkative vs. Quiet Group Conflict Over Preparation

GROUP COMMUNICATION

Remember

Watch Yourself Read & Prepare Respect Control Acknowledge Beware of isms

GROUP COMMUNICATION
Remember

Brain Storm Be Ready to Talk Network

Make People feel Needed


Say Thank You

ASSERTIVENESS
Be Assertive in Five Simple Steps

Stick to factual descriptions Dont exaggerate, just describe Use I Messages When you [their behaviour], I feel [your feelings] When you [their behaviour], then [results of their behaviour], and I feel [how you feel]

ASSERTIVENESS
Benefit:
Assertive communication can strengthen your relationships, reducing stress from conflict and providing you with social support when facing difficult times.

ATTITUDE

Shun

Apathy Superiority Lack of Concern Arrogance High Handedness Egoism

ATTITUDE

Embrace

Openness Humility Creativity Care Positivity

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