Beruflich Dokumente
Kultur Dokumente
• Improves coordination:
reduces logical gaps
• Encourages cooperation:
helps bring everyone in the mainstream
• Gives a direction:
to tasks and activities
The receiver
The source
The medium
The feedback
The Source
Know target audience
Assess literacy & perception
Speak a common language
Know culture & customs
Match emotions & message
Plan time of communications
The Message
Clear
Complete
Concise
Concrete
Correct
Courteous
The need for good
communications
Man they say
is the only
animal who
can talk
himself into
trouble
The Medium
Verbal, face to face
Verbal non-face to face
Visual
Written
Silence
Gestures & Body language
Symbolic
The Receiver
ve
Lis
c ei
ten e r
P
feedback
g e Un
l e d de
o w rs
kn ta
c nd
A
Four Questions
1 Who said it ?
At the workplace
* Upward
From employee to superior
* Downward
From superiors to the employee
* Lateral
From one employee to another
Communication types
Verbal
• Oral - the spoken language
Non verbal
• Written
• Body language
• Expressions - facial, gestures, signs
Medium of Communication
• Memos
• E-mails
• Notices
• Company circulars
• In-house magazines
• Oral instructions
Barriers to Communication
• Types :
1. Physical 2.
Psychological
Poor health Lack of
Concentration
Sound / noise Attitude and bias
Unsuitable temperature Lack of self
discipline
Distractions Low emotional state
How to overcome the barriers
5. Feedback
• Check for accurate receipt of message
• Check action/outcome in relation with the intent of the
message.
• Improve/alter message, if required.
• Listen
• Integrat
e LINKS
• Navigat
e
• Know
• Say-do
Hearing +IER=Listening
• Ability to concentrate
• genuine desire to understand the other
persons point of view
• Sensitivity to needs, emotions and body
language
• Humility: “You might have a point of view and
I respect you”
• A belief that other people are important and
worth listening to.
How to be a good listener
Listening needs an
• ability to concentrate
• a genuine desire to understand the other persons
point of view
• sensitivity to needs, emotions and body language
• humility - “I am not right alone, you might have a
point and I respect you”
• a belief that other people are important and worth
listening to
The Art of Listening
Poor Listeners
• The fidget : “Why are you telling me ?”
• The aggressive listener : tries too hard and as a result
scares people.
• The pseudo - intellectual : hears only ideas and not
the emotions behind them
• The passive listener : :I agree with whatever you say”
• The inaccurate listener :”I can’t concentrate”
The Art of Listening
How to be a good listener,
Know your power as a listener
• Ask questions
• Reflect feelings
• Let your body give reassuring messages. Nodding,
arms apart, legs not crossed, erect forward posture.
All these give non-verbal messages that you are
listening.
• Know your prejudices. You must discount from all
those matters towards which you are biased or
passionate.
• Avoid making snap judgments
• Avoid anger. It always gets the better of you.
Importance Of Feedback
1. Flow : vertical/horizontal/cross
Plan
(Your communication)
Write it
(Commit it on paper)
tep 1. Plan
ke nearly any activity, written communication too requires
plan and a structure. Certain thins must be clearly ascertained, like,
ender : From whom is the communication starting ?
eceiver : Who is the end receiver/audience of the written
ommunication?
urpose : Why are we making the communication ?
What is the expected outcome I.e What do expect the receiver to do ?
• Request feedback
Our written communication must call for
acknowledgment of receipt of information.Supporting
the acknowledgment must be specific feedback on
how the communication has been understood.
Step 3. Write It
Once we have done the above, we could proceed to
actually writing our communication on paper, bearing
a few things in mind.
• OPEN/CLOSED and
• FORWARD/BACK
RESPONSIVE REFLECTIVE FUGITIVE COMBATIVE