Earthsoft effective communication

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Index
• Communication & its components
• Communication attributes
• Effective Communication
• Process
• Active listening
• Feedback
• Barriers
• Tips
• Business Communication


Communication & its cosmponent


Communication
Communication is the process of conveying
Feelings, emotions, attitudes, facts, beliefs,
suggestions, feedback, ideas, updates, info
rmation, thoughts between living beings By
clear ways in written or verbal or speech or
signals or behaviors form so that it is
satisfactorily received or understood


Process


Successful communication
The communication process which consists of
sender, encoding, channel, decoding, receiver, f
eedback and context
You must understand
• What your message is, What audience you
are sending it to, How it will be perceived
• Circumstances - Situational & cultural context
• Aim is to get message across to others clearly
and unambiguously
• This involves effort from both the sender & the
receiver

Why to communicate
• To give or get credible information
• To feel deeply understood and accepted
• To vent
• To create excitement
• To avoid something uncomfortable like silence


Good communicator

• An Active Listener

• An Effective Presenter

• A Quick Thinker

• A Win-Win Negotiator

Importance
• People in organizations typically spend over
75% of their time communicating
• Manager mostly manages using communication
• Lack of effective communication skills can lead
to problems for the manager
• Many problems in any organization can be
traced to a primary cause: Poor communication


Success
Communication is only successful when
• Both the sender and the receiver understand the
same information
• Getting your message across, convey your
thoughts and ideas effectively.

• Factors contributing to job success :-
Communication skills, an ability to work with
others & written & verbal presentations skills
• Inability of effectively communicate makes
difficult to compete at workplace & progress

Supportive communication
Two categories :
• Coaching: giving advice, direction or guidance
to improve performance…focus on abilities
• Counseling: helping the person understand and
resolve a problem themselves by displaying
understanding… focus on attitudes


Attributes
• Simple or Complex
• Formal or informal
• Intentional or unintentional
• Transactional
• Avoidable or Unavoidable
• Continuous
• Learned
• Complete
• Interactive
• Timely
• Reversible or mostly irreversible

Components
• Communicators
• Managers
• Context
• Content / Message
• Physical environment (Places)
• Mind set of communicators
• Channels
• Smooth/ Noise / Motivation
• Barrier
• Feedback
• Conclusion

Verbal
Components Examples Meanings
Communicated
Vocal
How things are Loudness, Pitch Different
said meanings
Vocal intonations Rhythm, Pitch, Sarcasm,
clarity disapproval
Spatial
Body closeness 0 – 2 feet Feelings of
intimacy
Furniture Keeping distance Formal and
arrangement serious


Non verbal
Components Examples Meanings
Communicated
Visual
Image Clothing, hygiene Values, competence
Facial Frown, smile, sneer Unexpressed feelings
Expressions
Eye Movements Looking away, staring Intentions, state of
mind
Posture Leaning, slumped Attitude
Gestures Handshake, wave Intentions, feelings
Tactile
Touch Pat on the back Approval
Touch on an arm Support and concern


Places


Actions
• Be a champion for communication
Ask…
• When you need information?
• Who needs to know it?
• When?
• How to convey? Any preferred format?
• To work in coordination with manager and staff
Mindset
• Negative
• Positive

Interactions
Communication is two way!

For real communication to take
place, there must be interactions
with each player participating

Boss Employee


Channels
• Verbal Communication Channels having critical
role of body language, gesture, posture (direct,
radio, TV, satellite, telephone & devices)
• Face-To-Face meetings, Telephones, Video
Conferencing
• Written Communication Channels – Written text
/ paper-based (books, newspapers, report,
letter, SMS etc ), Proof is available however
emotions could be less
• Letters, e-Mails, Memos, Reports
• Electronic (e-mail,…)
• Image/visual (TV, cinema,…)

Distribution
7% spoken or
written words
38% voice dynamics : 55% non-verbal
tone + inflection + communication->
volume + accent + face gesture & body
non-word sounds language

Majorly communication is attributed from
nonverbal factors such as gestures, facial
expressions, tone, body language, etc

Communication attributes


Verbal communication
Only verbal communication can create chaos
while it reaches the last person.

Thought process of individual influences the
understanding.


Nonverbal communication
Six ways of using non-verbal communication
skills effectively
• Eye contact
• Facial expressions
• Gestures
• Posture and body orientation
• Proximity
• Paralinguistic
• Humor


Nonverbal communication


Visual
• Posture how we stand or sit indicates self-
confidence, aggressiveness, fear, guilt, or
anxiety
• Gestures such as how we hold our hands, or a
handshake or nod the head or expression
• Many gestures are culture bound


Visual


Facial Expression
Smile covers the most part of facial expression:
• Smiling is a powerful cue that transmits:
• Happiness
• Friendliness
• Warmth
• Liking
• Affiliation


Posture and body orientation
• You communicate numerous messages by the
way you walk, talk, stand and sit.
• Standing erect, but not rigid, and leaning slightly
forward communicates to audience that you are
approachable, receptive and friendly.
• Interpersonal closeness results when you and
audience face each other
• Speaking with your back turned or looking at the
floor or ceiling should be avoided; it
communicates disinterest to your session


Gestures
If you fail to gesture while speaking, you may be
perceived as boring, stiff and unanimated

A lively and animated teaching style captures
attention of audience, makes the material more
interesting, facilitates learning and provides a bit
of entertainment.

Head nods, a form of gestures, communicate
positive reinforcement to the audience and
indicate that you are listening


Eye Contact
Eye is an direct & most expressive part of body
• Different ways of Eye Contact
• Direct Eye Contact: (Shows confidence)
• Looking downwards (careful or guilty?)
• Single raised eyebrow (Doubting)
• Both raised eyebrows (Admiring)
• Bent eyebrows (Sudden focus)
• Tears coming out (Emotional either happy or
hurt) ………and many more


Tactile (Physical)
• This involves the use of touch to impart meaning
as in a handshake, a pat on the back or an arm
around the shoulder.


Vocal
• The meaning of words can be altered
significantly by changing the intonation of voice
• Think of how many ways you can say "no“ or
“do you really mean it” or “oh! Come on!”
• You could express mild doubt, terror,
amazement, anger among other emotions.


Paralinguistic
This facet of nonverbal communication includes
such vocal elements as:
• Tone
• Pitch
• Rhythm
• Timbre
• Loudness
• Inflection


Proximity
• Cultural norms dictate a comfortable distance
for interaction with audience.
• To move around the dais to increase interaction
with audience.
• Increasing proximity enables you to make better
eye contact and increases the opportunities for
audience to speak & interact!


Physical space
Intimate Two Family &
zone feet closest friends
Personal 2-4 Friends
zone feet

Intimate Zone

Social 4-12 Business Personal Zone
zone feet people Social Zone

Public Zone
Public > 12 Public
zone feet

Image
• We use posh & stylish clothing and
physical things to communicate.
• This can involve expensive & neat
things
• It is to communicate our values and
expectations.


Style
How to adapt to diversity of communication
styles?
Communication styles for each of following differs
• The Socializer
• The Director
• The Thinker
• The Relater


Cultural difference


Interference and Noise
Interference
• Anything that distorts or interrupts messages

Noise
• Interference in communication process prevents
the message from being heard correctly
• External noise: comes from the environment
• Internal noise: occurs in the mind of sender &
receiver both


Internal noise
• Internal noise can distract and distort your
saying & hearing
As a speaker
• Keep cool, be prepared & focused
• Good rehearsal builds the confidence
• To ask intermittent questions & feedback
• To set the expectations of the audience
As a audience
• Offer the best & undivided attention
• Acknowledge the importance of the subject


Effective communication


• When there is no gap of understanding in the
message between sender & receiver
• It enhances the probability of meeting the goals
Good two-way communication is foundation of:
• Understanding
• Trust
• Community
• Efficiency
• Progress


• Connect
• Initiate
• Listen
• Filter (the “right” amount)
• Interpret & Relate
• Add Context
• Global Perspective
• Deliver
• …in a timely manner
• …to the right people


Unsuccessful communication
• It's a process that can be with error, often
misinterpreted by the recipient
• It has potential to create
confusion, communication gap or
misunderstanding
• It can cause a communications breakdown or
create the roadblocks
• An effective communicator lessens the
frequency of these problems at each stage of
this process with clear, concise, accurate, well-
planned communications.

Open communication
• Open communication is a key value & to be
ensured
• Track record & demonstration of truthful open
communication build credibility & trust
• To maintain sincerity, honesty & transparency
• Communication about significant happenings
needs to be thoroughly planned.
• To decide content, respective
speakers, locations, timing for release &
authority


Face-to-Face Communication
• Few people prefer face to face communication
• Can be friendly & possible to nicely articulate
even for complex topics
• Saves time in drafting & reviewing email/print
• Does not maintain the record
• Might not attract further actions
• Either parties can claim misunderstanding if
convenient
• Likely to lose trust after bad experience


Interpersonal Communication
• Avoid barriers to communication.
• Send message which can be eazily understood
• Actively listen.
• Utilize non-verbal signals.
• Give and solicit meaningful feedback.
• Adapt to diversity of communication styles… try
multiple channels
• Few people communicate only if requested


Online communication
• To subscribe to an online service
• To learn to use email, groups, chat rooms, and
bulletin boards
• To compose letters for email
• To be concise; get to the point quickly; few
communication has limited no of letters
• To learn customs and manners involved in using
on line services.
• E.g. use of all capital letters in email indicates
that you are shouting


Employee communication
• Communication is more than merely keeping the
employees updated as to what may be going on
in your organization or in the company at large.
To do that, all you need is an e-mail message
and a computer.

Real communication is to connect, listen &
clarify, convey the message to employees


Miscommunication
• There is likely to lose some of the part of
communication
• In many situations much of message is lost and
the message that is heard / understood is often
far different than the one intended
• There are likely chances for miscommunication
and confusion.


Communication
Is it possible to NOT communicate???

NO


Communication gap


Poor communication

Poor communication in an organization results in
negative outcomes, including errors, productivity
declines, distrust, lower morale, confusion,
absenteeism, and general dissatisfaction


Bad communication
• Letting a request go unaddressed
• Ignoring inputs, to hear for the sake
• Getting input and doing nothing with it
• Sharing information with only few
• Sharing information without context
• Meeting with no point, purpose, focus or result


Process
Source:
• Why to communicate?
• What to communicate?
• Usefulness
• Accuracy of Information
Encoding:
• Ability to convey the information.
• Eliminate sources of confusion like cultural
issues, wrong assumptions, missing information


Process
Effective decoding:
• Listen actively
• Reading information carefully
• Avoid Confusion
• Ask question for better understanding
Receiver - Audience or individuals to whom we
are sending the information.
The influence for receiver
• Prior knowledge helps for better understanding
• Blockages in the receiver’s mind
• The surrounding disturbances


Process
Feedback can be:
• Verbal Reactions and Non-Verbal Reactions.
• Positive feedback and Negative feedback
Context :
• Various Cultures
(Corporate, Regional, International, etc)
Language
• Location (Restaurant, Office, Auditorium)
Situation
• The sender needs to communicate the context
to the receiver for better clarity


Active Listening


Active listening
Truly paying attention to what others are saying
Listening is an active and involved process
Aim is to be absolutely certain about message
being received


Listen
Focus on the
• Listener ( not yourself)
• Message ( not the words)
• Success (not the alternatives)
• To judge the content, not the messenger or
delivery
• Visualize a positive outcome
• Take a deep breath, relax, and be yourself
• Do your homework, know what you want to say
• Control your negative self talk
• Speak from the heart rather than making
impression or the ego

Developing active listening
• To start comfortably, may be by greeting
• To listen sincerely & with empathy
• To demonstrate passion towards listening
• To ask friendly questions
• To attend to non-verbal cues, body language,
tone of voice & words; listen between the lines
• To state your stand openly; be specific
• To demo understanding
• To use techniques -ask, repeat, rephrase, etc.
• To ask as many detail, views or suggestions
how not to interrupt
• To reconfirm the understanding

• To communicate the feelings, Don't get angry
• To comprehend before you judge
• Be validating, not invalidating
• To acknowledge other's uniqueness, importance
• To be aware of the defensiveness & adjustment
needed.


• To be descriptive, not evaluative
• To describe objectively, reaction & consequence
• To be conjunctive, not disjunctive
• To own - use "I", not "They“
• To practice supportive listening, not one way
listening
• To decide on specific follow-up actions and
specific follow up dates
• Not to react to emotional words, but interpret the
purpose
• Not to totally control conversation; acknowledge
& reconfirm what was said
• Do not threaten

Active listener
Understand your own communication style
• High level of self-awareness to create good &
long lasting impression
• Understand how others perceive you
• Avoid changing with every personality you meet
• Make others comfortable by appropriate
behavior that suits your personality
Use normal communication
• Smile, Gestures, Eye contact, Your posture
Give Feedback
• Summarize to ensure that you understand.
• Reconfirm what you think you heard

Active listener
Be an active listener
• Listen with a purpose.
• One part of human mind pays attention, so it is
easy to go into mind drift.
• If it is difficult to concentrate then repeat the
speakers words in your mind
• Allow your conversation partner to speak
• Respect the other person’s point of view
• Concentrate on the conversation
• Only hearing for the sake might miss vital
information


Feedback


Feedback
Feedback has three main functions:
• Insight
• Adjustment
• Assurance
Feedback should be
• Specific
• Timely
• Descriptive
• Sensitive
• Helpful
Intension is to support for improvements

Feedback
• Be aware why people hesitate to give feedback
• It is crucial that we realize how critical feedback
can be and help to overcome our difficulties
• It is very important and can be very rewarding,
help to improve
• It requires skill, understanding, courage, and
respect for yourself and others
• Request for feedback, particularly weaknesses
to improve & seek for guidance


Feedback
• Maintain a high degree of feedback throughout
the communication process.
• Feedback taps basic human needs, to improve,
to compete, to be accurate; people want to be
competent.
• Feedback can be reinforcing; almost always
appreciated and motivates people to improve.


Feedback
• To ask questions to audience
• To clarify your message
• To improve understanding
• To get deeper into the issues
• To discover motives
• To show interest by asking questions about
ideas and experiences
• To avoid questions that pry into personal
matters.
• To be sensitive when asking questions , frame
them tactfully


Giving feedback
• Comments to be intended to help recipient.
• Speak directly and with feeling
• Describe what the person is doing and the effect
the person is having
• Don’t be threatening or judgmental
• Be specific, not general, use clear and recent
examples
• Give feedback when the recipient is open to
accepting it.
• Check to ensure the validity of your statements.
• Include the points which could be acted
• Don’t overburden than person can handle

Receiving feedback
• Don’t be defensive.
• Take feedback positively & as a opportunity to
improve
• Seek specific examples.
• Be sure you understand (summarize).
• Share your feelings about the comments.
• Ask for definitions.
• Check out underlying assumptions.
• Be sensitive to sender’s nonverbal messages.
• Ask questions to clarify.


Positive feedback


Barriers


Barriers
Any obstacle that blocks communication
Audience related
• Ineffective listening
• Wrong Perceptions, Attitude
• Annoying or distracting mannerisms
Speaker related
• Speech related problems
• Lack of trust
• Evaluation or judgment process
• Appropriateness of language or other
expression of the message (internal noise)
External noise

Interpersonal Barriers
• To match characteristics of message & channel
• To choose carefully method of sending
• To minimize inconsistencies between words,
style of speaking, facial expressions, posture.
• To choose appropriate words and language
• Ability & style sender encodes a message
• Perception and perceptual selection processes


Barriers To Communication
• Frames of Reference
• Semantics
• Value Judgments
• Selective Listening
• Filtering
• Distrust


Interpersonal Barriers
• Perception - How we perceive people, their
motives, and intentions.
• Perceptual selection – Choosing selectively
• Perceptual Biases - Assuming characteristics of
person without validating
• Past experience & Interpersonal relationships
• Receiver distortion : selective hearing, ignoring
non-verbal cues
How to minimize this barrier?
To improve
• Self-awareness of values, beliefs, and attitudes
• Understanding and sensitivity towards others

Organisational barriers
• To advice supervisor to minimise physical
distractions noise, equipment breakdowns, etc
• To optimise information overload & manage time
• To choose timing for sharing the message
• To simplify technical language & vocabulary
• Reduce impact due to status difference by way
of connect
• Task and organization structure requirements
defines who talks to whom & its content
• Absence of formal channels – to implement
upward, downward & horizontal channels

Removing barriers
• To deliver messages effectively, to break the
barriers in each stage of the process.
• If your message is too lengthy, disorganized, or
contains errors, you can expect the message to
be misunderstood and misinterpreted.
• Poor body language & too much information
offering confuse the message
• To understand audience’s culture, making sure
you can converse and deliver your message to
people of different backgrounds and cultures


Tips


Requirements
Effective communication requires
• Deep awareness and
• A committed, cooperative effort
• Voluntarily contribution
• Willingness of either sides


Johari window


Improve communication skills

Communication skills and
effectiveness can be improved


Understand the audience
Audience would have vast array of
motivations, expectations, values, style and
culture that need to be recognized to
communicate effectively

By understanding audience, select the best
style, channel, vocabulary, volume, sentence
structure, content, format, gesture, body
language, and timing to communicate
successfully


Have a clear message
• Message should be clear in mind of speaker
before being delivered
• It is aligned with
vision, mission, objectives, strategy, views, proc
eedings, commitment
• Vague thinking or unclear objectives would
communicate message with the same attributes
• Formulate the hierarchy of the message
• Context
• High level
• Details


Interact
• Win the audience at the start
• Engage them throughout
• Interact with them
• Participation
• Agreement or disagreement
• Question & Answer
• Feedback
• Keep interest alive


Don’t be defensive
• When negative information or criticism is
involved. defensiveness is a typical response
• To keep defensiveness to moderate
• To be ready for the likely defense too


Privacy of communication
• Some subject needs privacy for discussions
• An employee's work performance
• Disagreement about company policy
• Difficulties with your supervisor

• To keep confidential
• Personal problem reported by employee
• Personal information shared in confidence

• To seek exception to adhere company policy


Prioritize
• In communicating, favour local issues,
especially serious business issues
• Business results
• Customer feedback
• Future of the business
• Communication issues which arise at local level
(e.g. cross-functional issues, rumours) to be
addressed by those involved without delay


Strategise talk
• Think before you talk
• Know your message
• Get to the point quickly
• It should be easier for the listener to remember
• Know the outcome you want from your
conversation
• Practice the power of persuasion
• Practice the power of persuasion.
• Know something about the people before talking
• For objective to be successful, plan in advance
what you want to say and what you want to
accomplish

Control fear & anxiety
Focus on the
• Listener ( not yourself)
• Message ( not the words)
• Success (not the alternatives)
• Visualize a positive outcome
• Take a deep breath, relax, and be yourself
• Control anxiety about the results
• Do your homework, know what you want to say
• Control your negative self talk
• Speak from the heart rather than making
impression or the ego


Think before talking
• Pause , think and consider what you want to say
• Choose appropriate words that clearly express
the message
• Decide the tone
• Determine the outcome
• Know your audience, their viewpoint and level of
understanding about the subject matter
• Shape your message to be easily understood


Believe in message
• To speak with passion and conviction
• To allow your feelings. delivery, body language
and voice to flow naturally
• To show your enthusiasm
• To avoid faking it or you risk losing your
credibility


As a speaker
• To ask questions, including open ended
questions
• To rephrase questions or responses for the
listener to evaluate
• To define terminology so there is less chance of
misunderstanding
• To offer alternatives/suggestions for the listener
to evaluate
• To reduce listener's spare time by use of vocal
and visual cues as well as use of
stories, humour and metaphors


As an audience
• To focus on speaker
• To listen to speaker and interact by actively
giving the speaker verbal and nonverbal
feedback.
• To use such nonverbal cues as nodding or
smiling
• To concentrate on the speaker’s point of view
• To review or mentally check to see if you are in
agreement


Use mind mapping
• To write a main point, central thought or idea
• To circle the main point ,central thought or idea
• To map the points you are thinking about.
• You will generate more ideas ,map the
relationships among key words, write less than
in conventional note taking; and have more fun.


Effective presentation skills
Presentation Skills while appearing for an
interview.
• Dressing sense (Males & Females),
• Documents needed to be carried,
• Body language (while standing, while
sitting, while walking),
• Attitude (Soberness, Soft words, avoid western
accent),
• Confidence (while talking, body
movements, aggression, etc).


Attributes
Descriptive versus evaluative
• Avoid judgment
• Describe objectively
• Focus on the behavior
• Your reaction not the attributes of others
• Focus on solutions
Conjunctive not disjunctive
• Lack of equal opportunity to speak?
• Extended pauses?
• Who controls the flow?
Two way not one way
• Listening by responding

Diversity
How to facilitate communication with diversity?
• Assume differences
• Emphasize description
• Empathize
• Treat Interpretations as guesses


Convey message
• To know & share the major points, follow
hierarchy like
• Context
• High level points
• Details
• To articulate or Paraphrase to re-emphasize
• To tactfully ask your listener for feedback
• To ask questions to confirm understanding of the
listener


Map the complaint
• To state the problem
• To supply supporting evidence
• To state the remedy you seek
 State the problem
• What do you want to do about it?
 Supply supporting evidence
• To  State the remedy you seek. What attacking the
hold your temper & to avoid do you
person listening to your complaint
want done about it?
• To  Hold yourknow when you want corrective
let them temper
action completed the person listening to your
 Avoid attacking
• Also complaint you may plan to consider other
convey
approaches know when you want corrective
 Let them
action completed


Focus on point
• To write a one sentence : purpose statement
before writing letter, thesis or speech
• To answer the question," What is my point ? “
• To put your major point or request first
• To use the who, what, where ,when, why and
how format to keep message focused and brief
• To write and rewrite until you are able to capture
the idea in one sentence
• To avoid the risk that your listener or reader will
interrupt before you get to a major point
• In closing , reiterate your point

Focus on point
• To make your requests as specific as possible
• To ask for information
• To ask help first from those closest to you. They
are more likely to give a positive response
• To guard against feeling rejected when the
request you make is not granted
• To expect a favorable reply
• To visualize yourself receiving what you ask for
• Formulate positive affirmations and repeat them
aloud to yourself to develop a belief that you
shall have what you ask for
• Remember to say “ Thank You “

BFIR technique
• Wonderful technique for articulating
communication in difficult situation - BFIR -
behavior - Feeling - Impact - Request
• Speak about behavior which you did not like,
convey feeling and impact, and then request for
correction going forward!
• Suspect your own judgment always,
recheck..assumption you made might be wrong!


Gender neutral
• To use the plural instead of singular pronouns
• Be consistent in addressing women and men of
the same rank or status.
• To use gender neutral terminology. For instance
,use “workforce” instead of “ manpower”
• To provide guidance for both sexes on
invitations eg “ business attire” instead of “ coat
and tie”
• Frequently ,women are addressed by their first
names while men are called “ Mr. Surname”


Personal touch
• To help people to relate to you by sharing
personal experiences
• To build a source of personal examples by
keeping a journal
• To use stories from your past to illustrate the
message you want to leave with your listeners


Express emotions
• To describe your feelings as well as facts
• To set limits, extreme emotions become a
barrier
• To indicate that you are approachable
• To use body language as a part of your
emotional expression


Use short sentences
• To avoid run-on, rambling sentences
• To review your written notes and see if
conjunctions can be deleted to form two
sentences


Reading - Remain upto date
• To question the intent of the reporter. To check
bias of reporter?
• To think as you read or listen. You are not
required to accept everything as factual
• To find another reporter’s point of view
• To discuss events with your acquaintances
• Do not expect everyone to interpret events in
the same way
• To scan all sections of newspapers eg sports,
finance, arts


Reading - Inspirational
• To read inspirational books
• To subscribe to newsletters or pamphlets which
provide regular readings to lift the spirit
• To begin to form a habit of regularly reading
inspirational thoughts and verses
• To carry internet sources for inspirational
messages
• To read or write poetry that inspires you


Non verbal tips - Presence
• Be aware of your role and audience
• Be with your inner self
• To derive strength & awareness through
confidence and poise
• To sit and stand erect
• To let nonverbal cues reflect the message
• To signal your self esteem and power
• To draw attention to yourself in a positive way
• To let body language agree with spoken words
• To realize that others are getting an impression
of you during the first visual or verbal contact

Non verbal tips - Dressing
• What dress is considered appropriate
• Remember clothing sends the message
• Before you say a word, what you wear make the
first impression
• To wear clothing that is congruent with your
verbal message.


Non verbal tips - Smile
• To use a smile to signal that you are in a
pleasant mood, positive and approachable
• To practice smiling in front of a mirror to gain
confidence .
• To see how you look with a broad showing teeth
parted ,possibly leading to a soft laugh
• To smile to indicate a positive attitude:
• Respect for the other person
• Friendliness
• Openness


Non verbal tips - Touch
• To be sensitive to the fact that when you touch
someone, you are invading their space
• To indicate warmth, caring and understanding
• To develop the techniques of proper touching
• To place your hand gently on the shoulder as a
sign of friendly conversation
• To break contact immediately if there is any
resistance
• To never use touch to enforce your will upon
another person. That's against the Law.


THE SEVEN C’s OF EFFECTIVE
COMMUNICATION


Seven “C”
• Completeness
• Conciseness
• Consideration
• Concreteness
• Clarity
• Courtesy
• Correctness


Completeness
• Business message is complete when it contains
all facts the reader or listener needs for the
reaction you desire.
• As you strive for completeness, keep the
following guidelines in mind;
• Provide all necessary information.
• Answer all questions asked.
• Give something extra when desirable.


Provide necessary information
• Answering the five W’s helps make messages
clear: Who, What, When, Where, and Why.
• Answer precisely all the questions asked
• Give extra when desirable – Make a good
judgment in offering additional information if the
sender’s message was incomplete or in doubt


Conciseness
• Conciseness is saying what you want to say in
the fewest possible words without sacrificing the
other C qualities. A concise message is
complete without being wordy.
• To achieve conciseness, observe the following
suggestions;
• Eliminate wordy expressions.
• Include only relevant material.
• Avoid unnecessary repetition.


Be precise
• Use single words in place of phrases
• E.g. Use “now” instead of “at this time”
• Use “because” instead of “due to the fact that”
• Wordy: We hereby wish to let you know that our
company is pleased with the confidence you
have respond in us.
• Concise: We appreciate your confidence.


Consideration
• Consideration means preparing every message
with the receivers in mind
• Try to put yourself in their place
• You are considerate, you do not lose your
temper, you do not accuse and you do not
charge them without facts. the thoughtful
consideration is also called “you-attitude”.
• Focus on “You” instead of “I” and “We”.
• Show audience benefit or interest in the
receiver.
• Emphasize positive, pleasant facts.

Concreteness
• Communicating concretely means being specific
and definite rather than vague and general.
• Often it means using donatives (direct, explicit,)
rather than connotative words (ideas or notions)
• Guidelines for composing concrete message
• Use specific facts and figures.
• Put action in your verbs.
• Choose vivid, image building words.


Clarity
• Getting accurately the meaning from you to the
reader is the purpose of clarity.
• Choose precise, concrete and familiar words.
• Construct effective sentences and paragraphs.


Courtesy
• True courtesy involves being aware not only of
the perspective of others, but also their feelings.
• Courtesy stems from a sincere you-attitude.

Following suggestions for a courteous tone
• Be sincerely tactful, thoughtful, and
appreciative.
• Use expressions that show respect.
• Choose nondiscriminatory expressions.


Correctness
• At the core of correctness is proper
grammar, punctuation, and spelling.
Following three characteristics are applied
• Use the right level of language.
• Check accuracy of figures, facts, and words.
• Maintain acceptable writing mechanics.


Organisational Communication


Role of team leader
• To make important information available to team
leaders in time to further communicate
• Information to be both cascaded down across or
direct to team leaders as appropriate
• It is better to over-communicate than under-
communicate.
• To clarify on information is available and to be
communicated
• To communicate regularly with team members
on a formal and informal basis & seek feedback


Training
• To plan for regular training sessions
• To train regularly the staff for effective
communication to team leaders & managers
• To make communication materials and support
available to team leaders & managers as
appropriate
• To check effectiveness of the training
• To share feedback & results about training


Respect individuals
• All communication must be truthful
• Impact and consequences of communication
determined in advance and taken into account
• To communicate periodically about performance.
There should not be any surprises
• Timing of the information to be the same time to
everyone concerned & interested
• The special communication needed for
employees working in shift or remote locations
• Mischievous communication (rumours) not to be
tolerated

Positive & negative news
• To communicate bad news speedily, in advance,
even if the full impact of the message is not yet
clear, setting the appropriate context. It will
strengthen the trust.
• Rumours in the workplace to be addressed with
effective communication as soon as is possible
• Contradictory situation
• Avoiding controversial issues
• Delaying communication "until all details are
clear"
• Communicating "need to know" information

Supervisors' accountabilities
• Supervisors need to be responsible for effective
communication in their teams
• They need to communicate face-to-face but not
necessarily in meetings. It is fine to
communicate one-to-one
• Supervisors to consult with and involve their
team members in decisions encouraging
participative ways
• They also need to represent employees to
management, passing on employees' feedback,
suggestion, ideas, questions and concerns.

Communication by supervisor
• Supervisors have a good knowledge of what's
going on in the organization.
• Supervisors' effectiveness to be measured
• “What get measured gets done"
• This can be done using appraisal system, or
conducting communication survey asking
subordinates & peers to rate communication
effectiveness of a person, quality and frequency.
• Also suggestions are invited to improve. The
results are fed back to the person and managers


Measure effectiveness
• Be serious about internal communication
• Plan to measure communication effectiveness
periodically by audit or employee survey.
• To use a questionnaire or focus groups, or both
• Online questionnaires are good for
measurement and for gathering the opinions of
employees at onsite locations
• With online questionnaire surveys it's usually
cost effective to survey all employees.


Measure effectiveness
• Focus groups are good for getting very detailed
feedback from employees
• Knowing exactly how to improve is more
important than measurement.
• To get representative sample of employees in a
few key locations
• It's best to use both a online questionnaire to all
employees followed up by some focus groups to
investigate specific problems or areas


Managers
• Manager to be responsible for effective two way
communication & need to strongly commit
• Managers are the vital link between staff and
senior management and are in the best position
to communicate management’s priorities to staff
and to relate ideas and feedback from staff to
management.
• Manager is constantly advising, informing,
explaining, discussing, reviewing, counseling,
guiding, suggesting, persuading, convincing,
coaching, humoring, and responding.

Meetings & Updates
• Having regular one-on-one meetings
• Having regular stand up meeting with staff
• Sharing information quickly about updates,
decisions, expectations, etc
• What was planned activity?
• Was that completed?
• If not, what is the reason?
• What is plan to overcome the hindrance?
• When would it be completed?
• What is impact of delay?
• What is plan to overcome delay?

Better manager
• Employees seek and deserve a manager who is
open, accessible, good listener to their say,
interact and responsive.
They will trust, respect & support deeply
Manager far more likely to identify issues
before those become problems, and solve
problems before they become crises


Formal wording
• Formal writing is characteristics of business
writing, even more so if it is for E-mail message
• Check Accuracy of Figures, Facts, and Words
• Review yourself
• Check of data is to have another person read
and comment on the validity of the material.
More Formal Less formal
Participate Join
Procure Get
Endeavor Try

Sending message
• Own clearly, convey the truth
• Be sincere & honest
• Phrase/ Articulate accurately
• Complete & specific, Remove redundancy
• Keep hierarchy from high level to detail
• Try to be congruent
• Ask for feedback
• Aligned to frame of reference
• Convey right emotions
• Describe other’s behavior without interpreting
or hurting

Receiving message
• Do not evaluate content & feeling while
listening/reading
• Respect perseverance of sender’s feelings
• Interpret sender’s message & seek confirmation
• Negotiate till there is agreement & conclude
• Conclude “agree to disagree” if there is
disagreement


Summary
• Communication & its components
• Communication attributes
• Effective Communication
• Process
• Active listening
• Feedback
• Barriers
• Tips
• Business Communication


Thank You


Earthsoft effective communication

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