MB0039 Q1.

Briefly describe any situation in your own experience where the communication failed because the non-verbal behavior sent a negative message. Which aspect of non-verbal communication contributed to the failure? How would you correct this?
Ans. Situation where Communication was a failure to me: As an Associate Manager, I was a sender for a communication and intended to be received by my executives. I have sent the following communication to my executives through a notice and displayed on the notice board: Coming Second Saturday to complete our targets for the month a review meeting is arranged and all should attend. If any executive is not able to attend should find out the contents of the meeting from their peers without fail. But my communication went wrong and out of 10 executives, only three executives have attended at 4.00 PM who checked-in with me the time of the meeting. Following were the barriers of communication which stood in the way of my communication: The Channel I have chosen communication by Receivers did not ensure the receipt of the The communication lacked the Chronological context The second Saturday being a non working day. The communication has created a Psychological noise by not mentioning correct time of the meeting and confusion has been created. The social context also is one of the cause for the failure of the communication as I have not taken all my executives into confident by giving any advance information or a intention of the meeting earlier. Lessons learnt in order to overcome these barriers of communication: My communication was unclear by not giving exact time of meeting. The media I have used is the placing the notice on the notice board, instead had I circulated to all the receivers and obtained their signatures by asking their availability or feedback my communication would not have failed. I have chosen a wrong day a holiday though the task was a routine one. I could have maintained good relations with my executives for success of my communication. Overcome the communication barriers When you send a message, you intend to communicate meaning, but the message itself doesnt contain meaning. The meaning exists in your mind and in the mind of your receiver. To understand one another, you and your receiver must share similar meanings for words, gestures, tone of voice, and other symbols. 1. Differences in perception The world constantly bombards us with information: sights, sounds, scents, and so on. Our minds organize this stream of sensation into a mental map that represents our

perception or reality. In no case is the perception of a certain person the same as the world itself, and no two maps are identical. As you view the world, your mind absorbs your experiences in a unique and personal way. Because your perceptions are unique, the ideas you want to express differ from other peoples Even when two people have experienced the same event, their mental images of that event will not be identical. As senders, we choose the details that seem important and focus our attention on the most relevant and general, a process known as selective perception. As receivers, we try to fit new details into our existing pattern. If a detail doesnt quite fit, we are inclined to distort the information rather than rearrange the pattern. 2. Incorrect filtering Filtering is screening out before a message is passed on to someone else. In business, the filters between you and your receiver are many; secretaries, assistants, receptionists, answering machines, etc. Those same gatekeepers may also translate your receivers ideas and responses before passing them on to you. To overcome filtering barriers, try to establish more than one communication channel, eliminate as many intermediaries as possible, and decrease distortion by condensing message information to the bare essentials. 3. Language problems When you choose the words for your message, you signal that you are a member of a particular culture or subculture and that you know the code. The nature of your code imposes its own barriers on your message. Barriers also exist because words can be interpreted in more than one way. Language is an arbitrary code that depends on shared definitions, but theres a limit to how completely any of us share the same meaning for a given word. To overcome language barriers, use the most specific and accurate words possible. Always try to use words your audience will understand. Increase the accuracy of your messages by using language that describes rather than evaluates and by presenting observable facts, events, and circumstances. 4. Poor listening Perhaps the most common barrier to reception is simply a lack of attention on the receivers part. We all let our minds wander now and then, regardless of how hard we try to concentrate. People are essentially likely to drift off when they are forced to listen to information that is difficult to understand or that has little direct bearing on their own lives. Too few of us simply do not listen well! To overcome barriers, paraphrase what you have understood, try to view the situation through the eyes of other speakers and resist jumping to conclusions. Clarify meaning by asking non-threatening questions, and listen without interrupting. 5. Differing emotional states Every message contains both a content meaning, which deals with the subject of the message, and a relationship meaning, which suggests the nature of the interaction between sender and receiver. Communication can break down when the receiver reacts negatively to either of these meanings. You may have to deal with people when they are upset or when you are. An upset person tends to ignore or distort what the other person is saying and is often unable to present feelings and ideas effectively. This is not to say that you should avoid all communication when you are emotionally involved, but you should be alert to the greater potential for misunderstanding that accompanies aroused emotions. To overcome emotional barriers, be aware of the feelings that arise in your self and in

others as you communicate, and attempt to control them. Most important, be alert to the greater potential for misunderstanding that accompanies emotional messages. 6. Differing backgrounds Differences in background can be one of the hardest communication barriers to overcome. Age, education, gender, social status, economic position, cultural background, temperament, health, beauty, popularity, religion, political belief, even a passing mood can all separate one person from another and make understanding difficult. To overcome the barriers associated with differing backgrounds, avoid projecting your own background or culture onto others. Clarify your own and understand the background of others, spheres of knowledge, personalities and perceptions and dont assume that certain behaviors mean the same thing to everyone..

MB0039 Q2. What are the biggest barriers that prevent you from listening effectively? Explain how you could overcome these barriers.
Answer: Listening is not easy and there are a number of obstacles that stand in the way of effective listening, both within and outside the workplace. These barriers may be categorized as follows 1. Physiological Barriers This was discussed earlier under the barriers to communication. Some people may have genuine hearing problems or deficiencies that prevent them from listening properly. Once detected, they can generally be treated. Other people may have difficulty in processing information, or memory related problems which make them poor listeners. Another physiological barrier is rapid thought. Listeners have the ability to process information at the rate of approximately 500 words per minute, whereas speakers talk at around 125 words per minute. Since listeners are left with a lot of spare time, their attention may not be focused on what the speaker is saying, but may wander elsewhere. 2. Physical Barriers These refer to distractions in the environment such as the sound of an air conditioner, cigarette smoke, or an overheated room, which interfere with the listening process. They could also be in the form of information overload. For example, if you are in a meeting with your manager and the phone rings and your mobile beeps at the same time to let you know that you have a message; it is very hard to listen carefully to what is being said. 3. Attitudinal Barriers Pre-occupation with personal or work related problems can make it difficult to focus ones attention completely on what a speaker is saying, even if what is being said is of prime importance. Another common attitudinal barrier is egocentrism, or the belief that you are more knowledgeable than the speaker and that you have nothing

new to learn from his ideas. People with this kind of closed minded attitude make very poor listeners. 4. Wrong Assumptions The success of communication depends on both the sender and the receiver, as we have seen in an earlier unit. It is wrong to assume that communication is the sole responsibility of the sender or the speaker and that listeners have no role to play. Such an assumption can be a big barrier to listening. For example, a brilliant speech or presentation, however well delivered, is wasted if the receiver is not listening at the other end. Listeners have as much responsibility as speakers to make the communication successful, by paying attention, seeking clarifications and giving feedback. Another wrong assumption is to think that listening is a passive activity, in which a listener merely absorbs the thoughts of the speaker. On the contrary, real listening or active listening is hard work it requires speaking sometimes to ask questions, agree or disagree with the speaker, give feedback, etc. Yet another barrier of this type is to assume that speakers are more powerful than listeners. Speakers are seen as being in command of things, whereas listeners are seen to be weak and lacking authority. According to communication experts however, the reverse is true. Listeners are as important and as powerful as speakers. In fact David J. Schwartz, writer and management professor, emphasizes the importance of listening by saying Big people monopolize the listening. Small people monopolize the talking. 5. Cultural Barriers Accents can be barriers to listening, since they interfere with the ability to understand the meaning of words that are pronounced differently. The problem of different accents arises not only between cultures, but also within a culture. For example, in a country like India where there is enormous cultural diversity, accents may differ even between different regions and states. Another type of cultural barrier is differing cultural values. The importance attached to listening and speaking differs in western and oriental cultures. Generally, Orientals regard listening and silence as almost a virtue, whereas Westerners attach greater importance to speaking. Therefore this would interfere with the listening process, when two people from these two different cultures communicate. 6. Gender Barriers Communication research has shown that gender can be a barrier to listening. Studies have revealed that men and women listen very differently and for different purposes. Women are more likely to listen for the emotions behind a speakers words, while men listen more for the facts and the content. Example A salesperson giving a demonstration of a new type of office equipment may be asked by two colleagues if the equipment will work without any problems and respond by saying Sure. A male user may take his answer at face value, whereas a female user may detect some hesitation in his voice. This is because the male user listens for the content of the message, whereas the female user listens for the tone of the message.

7. Lack of Training Listening is not an inborn skill. People are not born good listeners. They have to develop the art of listening through practice and training. Lack of training in listening skills is an important barrier to listening, especially in the Indian context. Lee Iacocca, former Chairman of the Chrysler Corporation in the US, was one of the first to recognize the need for organized training programs in listening skills. Today, many organizations both in India and abroad incorporate listening skills in their training programs. 8. Bad Listening Habits Most people are very average listeners who have developed poor listening habits that are hard to shed and that act as barriers to listening. For example, some people have the habit of faking attention or trying to look like a listener, in order to impress the speaker and to assure him that they are paying attention. Others may tend to listen to each and every fact and, as a result, miss out on the main point. Yet another habit is to avoid difficult listening and to tune off deliberately, if the subject is too technical or difficult to understand. Sometimes, the subject itself may be dismissed as uninteresting, because the listener does not want to listen. Strategies for Effective Listening: Although a number of barriers stand in the way of effective listening, these can be overcome through conscious efforts, training and practice. Some of the suggested methods are discussed in detail below 1. Create a Conducive Environment To an extent, you can try to control the environment in which communication takes place, so that listening can take place without any distractions. Ensuring a proper sound system and acoustics so that the speaker is audible, avoiding places with high levels of activity, loud noises from the outside environment and poor air conditioning systems, shutting off mobile phones and telephones, are some of the ways in which you can overcome some of the physical barriers to listening. 2. Select Face-to-face Channels Listening is less accurate in the absence of face-to-face communication. For example, listening to and understanding ideas correctly over the telephone are much harder than through a face-to-face meeting. Take the case of calling a restaurant and placing orders over the telephone for home delivery of a meal. The chances are that your orders may not be understood correctly. Therefore, as far as possible, arrange face-to-face contact to ensure more accurate listening. 3. Be Open-minded and Avoid Distractions Listening is an exhausting activity which requires the right attitude and mindset. You have to focus your attention completely on what the speaker is saying, without letting your mind wander. This kind of concentration can be developed through various techniques and through constant practice. In addition, it is also important to rid yourself of the notion that you have nothing new to learn from the other person. Even if it is a subject about which you may be knowledgeable, the speaker

may offer a different perspective or point of view. Therefore it is important to listen actively. 4. Use Non-verbal Cues to Indicate Active Listening It is important to communicate to the speaker that you are listening actively to what he is saying. This can be done even without verbal communication. All the different aspects of non-verbal communication discussed earlier should be used for maximum effect. For example, maintaining steady eye contact with the speaker, sitting up with an erect posture, nodding now and then to show appreciation and understanding and appropriate facial expressions are some of the ways in which your non-verbal communication can indicate that you are involved in what the speaker is saying. 5. Use Verbal Communication to Indicate Active Listening While nonverbal behavior by itself can communicate that you are an active listener, it is also important to engage in verbal communication with the speaker. Silence is often interpreted as lack of understanding or attention. You need to seek clarifications, give feedback and suggestions, or just paraphrase in your own words what the speaker has said, in order to convey that you have understood his message. 6. Listen First Before Responding Always let yourself finish listening before you begin to speak. Avoid the tendency to formulate your own response, even before you have listened completely to the speakers words. If you are too busy thinking about what to say next, you may miss the main point that the speaker is trying to make. This also gives the speaker the impression that you are preoccupied or rude. 7. Use the Speaker-listener Gap constructively It was pointed out earlier that listeners have the ability to absorb information faster than speakers rate of speech. This spare time available to listeners is often misused by letting the mind wander and is one of the physiological barriers to listening. One way of overcoming this barrier is to try to use this spare time to note down what the speaker has said, review what has been said so far and anticipate what he may say next. Thinking ahead of the speaker and trying to guess where his talk is leading is a good strategy for effective listening. This is not easy, but can be learnt through proper training. 8. Focus on the Verbal and Non-verbal Message Listening involves not only hearing and understanding the meaning behind the words, but also being alert to the non-verbal behavior of the speaker. The importance of non-verbal cues has been emphasized throughout this book. It is important to watch for any positive or negative messages that may be conveyed through the speakers tone of voice, facial expressions, gestures and outward appearance. 9. Focus on the Content, rather than the Delivery In order to grasp the true meaning of what the speaker is saying, it is important to concentrate on the content of the message, rather than on how the message is delivered. For example, looking at the power point slides during a speakers presentation may

distract your attention from the main point that he is trying to convey. Similarly, being over critical of the speakers accent or mannerisms may make you miss the essence of the message. 10. Ask Questions of Yourself and Make Notes In order to engage in active listening, you also need to ask certain questions to yourself while listening. For example, What is the key idea that the speaker is trying to convey?, How does this fit in with I already know on the subject? or How is this presentation organized?, are some possible questions that you could jot down along with the answers.

MB0039 Q3. List and briefly describe the five most important guidelines, in your opinion, to be followed when making oral business presentations.
Answer: Some basic rules need to be followed when using them 1. Use Visual Aids only if they Add Value Make sure that you have a reason to use a visual, rather than using it for its own sake. If your ideas are better explained through words, avoid the visual, since this will only distract the attention of the audience. 2. Match your Visuals with the Level of the Audience Your visual aids should be made more or less sophisticated, depending on your audience. For example, if you are making a presentation to top management, the graphics should be extremely polished. For less formal presentations, simple graphics created on your own computer or laptop should be sufficient. 3. Make the Visuals Clear and Large enough Avoid creating visuals that are so small that that they have to be described. It is better to use no visual support, than to use visuals that cannot be seen. 4. Make the Visuals Simple When creating visuals, avoid making them too intricate and detailed, so that the audience can understand them without difficulty. 5. Avoid Too Much Text with Visuals Visuals should have short captions, using only key words and simple typefaces, so that attention is drawn to the visual alone. For the sake of easy identification, make sure that each visual is given an appropriate caption and is numbered.