COMMUNICATION SKILLS

AND ITS IMPORTANCE

FOR
SCRIBD

PRESENTED BY
Nazir Ahmed Vaid
Novmember 2009
INTRODUCTION OF PRESENTER
 Science graduate
 Post Graduation in Production and
Operations Management
 MBA in Telecommunications
 Industrialist
 Businessman
 Chairman of eHealth Groups
COMMUNICATION
 MEDIA - TO MOVE SOMETHING, FROM ONE
PLACE TO THE OTHER
 PHYSICAL
 ROADS
 RAILWAYS
 AIRCRAFT
 LIFTS AND ESCALATORS
 ELECTRONIC (WIRED & WIRELESS)
 TELEPHONE
 RADIO
 TELEVISION
COMMUNICATION
 PRINT
 NEWSPAPERS
 BOOKS
 BROCHURES
 AUTOMATION
 REMOTE CONTROLS
 AUTO PILOT AND AUTO LANDING
 UNMANNED AIRCRAFTS AND TRAINS
COMMUNICATION DEFINED
TRANSFER OF MESSAGE FROM ONE MIND (SENDER) TO
OTHER MIND (RECEIPIENT) WILL BE SUCCESSFUL, IF
FOLLOWING STAGES ARE PERFORMED WELL
 SOURCE
 SELECT THE MESSAGE ACCORDING TO THE
SITUATION AND THE AUDIENCE
 WORDING THE MESSAGE
 UTTERING THE WORDS
 TARGET
 LISTENING
 UNDERSTANDING
 REGISTERING THE MESSAGE
AIMS OF COMMUNICATION
 TO GET THE BEST RESULTS FROM
OUR COMMUNICATION, FOLLOWING
FOUR AREAS ARE TO BE WATCHED
 WHAT WE MEAN TO SAY?
 WHAT WE ACTUALLY SAY?
 WHAT THE OTHER PERSON HEARS?
 WHAT THE OTHER PERSON THINKS HE
HEARS.
 The Communication Cycle

Encoding Channel Decoding

Message Message

Source Receiver

Feedback
 To be an effective communicator and to
get your point across without
misunderstanding and confusion, your
goal should be to lessen the frequency of
problems at each stage of this process,
with clear, concise, accurate, well-
planned communications
TYPES OF COMMUNICATION
 SOUNDS
 TALKING, MUSIC, COUGHING, WHISTLING, CRYING,
BARKING
 EXAMPLES : RADIO, TELEPHONE, TAPE-RECORDERS
 SIGNS
 ALPHABETS, DRAWINGS, SIGN LANGUAGE
 EXAMPLES : WRITING, PICTURES, SIGNAGE,
ACTIONS,EXAMPLES : GESTURES
 COMBINATION OF TWO : TELEVISION, CINEMA, LIVE
CONCERTS
 OTHER SENSES
 FEELING - BRAILLE, HOT, WARM, ROUGH
 SMELLING – FLOWER, GARBAGE
 TASTE – BITTER, SWEET, SOUR,
TYPES OF COMMUNICATION
 VERBAL
 TALKING, CRYING, LAUGHING,
SHOUTING
 NON-VERBAL (BODY-LANGUAGE)
 HAIR STYLING, DRESSING, ATTIRE
 POSTURE, HAND MOVEMENTS
 GESTURES, EYE-MOVEMENTS, SMILE,
TEARS, RAISED EYE-BROWS, WRINKLES
ON THE FOREHEAD
TYPES OF COMMUNICATION
 SPIRITUAL (HYPOTHETICAL)
 MOTHER CHILD COMMUNICATION AND
LACTATION
 LAILA - MAJNOO COMMUNICATION
 PROPHECIES
 DREAMS
 PRAYERS
SELLING PROCESS
THE CHANNEL GETS RICHER AS YOU
SEE YOUR BUYER MORE INTERESTED
YOUR STEPS ARE AS FOLLOWS
 SEND A BROCHURE/CATALOGUE
 WRITE A LETTER OR E-MAIL
 MAKE A PHONE CALL
 MEET PERSONALLY TO DECIDE
A BUYING PROCESS
THE CHANNEL GETS RICHER AS YOUR
INTERST ENHANCES. IN A
PROCUREMENT PROCESS YOU GO
THROUGH THE FOLLOWING STEPS
 READ BROCHURES/CATALOGUES
 WRITE A LETTER OR E-MAIL
 MAKE A PHONE CALL
 PERSONALLY VISIT TO DECIDE
 Hierarchy of Media Richness
Rich

Overloaded Face-to-face
Zone
Telephone
Media
Richness E-mail

Newsletters
Oversimplified
Zone
Lean
Routine/ Nonroutine/
Situation Ambiguous
Clear
HOW TO BE MORE EFFECTIVE?
 DO HOMEWORK AND REHEARSE
 PRESENT IDEAS IN ORDERLY
MANNER AND COMPREHENSIVELY
 LISTEN TO YOUR AUDIENCE
 HAVE RIGHT VOICE MODULATION
 OPTIMUM VOLUME
 VOCAL VARIETY
 MAKE IT PERSUASIVE
 Persuasive Communication
Communicator Audience
Characteristics Communication Medium Characteristics

• Expert • Self-esteem
• Credibility Message • Inoculated
• Attractive Content

• Present all sides

• Few arguments
• Emotional appeals
• Inoculation effect
HOW TO BE MORE EFFECTIVE?
 BE STIMULATING
 BE CONCIOUS OF BIAS
 APPLY BODY LANGUAGE
 HAVE A SMILE ON YOUR FACE
 BE A MIRROR OF YOUR MESSAGE
 EMPHASISE ALL THE TIME
 USE THE “KISS” METHOD
 MAINTAIN A RIGHT DISTANCE
Effective Communication

Enjoy yourself. The

audience will be on
your side and want to
hear what you have to
say!
Use of Visual Aids
 Overhead Transparencies, Slides, Flip
Charts, Videos, Handouts and Props
 Multi-Media Presentation as being done
now.
 Experiment with PROPs
 Concave and Convex Mirrors
 Dispersal of Light (Prism and Disc)
 Magnets (Attraction of the Opposite Poles)
 Recipe for a perfect Society
 Creativity
© K.Amruth Kumar 2005
 Creativity
© K.Amruth Kumar 2005
 Creativity
© K.Amruth Kumar 2005
Use of Examples and Stories
 Examples from real life
 “Stitch in time saves nine”
 ABC & Co did not complete Book-Keeping on
timely basis and that resulted into serious
chaos
 Stories to establish your view-point
 “Unity is the best policy”
 Story of the dying man and his 3 sons and the
bundle of sticks
WHAT NOT TO DO?
 EXAGERRATION
 FILTERING
 VAGUENESS AND GENERALITY
 EGOCENTRIC LANGUAGE
 JAW-BREAKERS -LANGUAGE
 DEVIATION FROM THE SUBJECT
WHAT NOT TO DO?
 CONFUSING FACTS WITH OPINIONS
 HANDS TO FACE GESTURES
 HANDS IN THE POCKET
 OBJECTIONABLE POSTURES
 AHs AND PAUSEs – UNWANTED
WORDS OR PHRASES
MISCOMMUNICATION
MISCOMMUNICATION
 A FEW MISUNDERSTOOD WORDS MEAN
LIFE AND DEATH
 WORST AVIATION DISASTERS DUE TO
MISCOMMUNICATION
 IN 1977 IN CANARY ISLANDS, TRAFFIC
CONTROLLER GAVE DEPARTURE
INSTRUCTIONS, KLM 747 PILOT THOUGHT
ITS DEPARTURE CLEARANCE. HE PULLED
THE THROTTLE AND HIT A PANAM 747 ON
THE RUNWAY KILLING 583 PEOPLE.
MISCOMMUNICATION
 BOTH WERE SPEAKING ENGLISH AND
THE AIR-TRAFFIC CONTROLLER GAVE
THE RIGHT MESSAGE. BUT THE
PILOT MISUNDERSTOOD.
RESULT – DEATH
 SIMPLE MISUNDERSTANDINGS,
ALTHOUGH THE INTENTIONS ARE
CLEAR.
RESULT – RELATIONSHIP IMPAIRED
 Chinese
Whisper
MESSAGE PASSED FROM PERSON TO
PERSON BY WHISPERING.
THE MESSAGE CHANGES
DRAMATICALLY, FROM THE ORIGINAL
IDEA
ORIGINAL MESSAGE
 A KING WEARING A RED TURBAN
AND A WHITE ROBE ORDERED HIS
GENERAL TO ADVISE HIS SOLDIERS
TO CLOSE THE BORDERS FOR A
LIMPING MAN, WHO MAY DESTROY
THE PEACE OF HIS NATION
 Communication- Two Way Process
Sender Transmit Receiver
Message

Form Encode Receive Decode

message message encoded message
message

Noise

Decode Receive Encode Form

feedback feedback feedback feedback

Transmit
Feedback
Communication is integral for any
relationship, be it at home, with friends, or at
work. Research has shown consistently that a
deficiency in this skill can absolutely ruin
relationships. The foundation of solid
interpersonal skills is not just making yourself
be heard but also involves an understanding of
where other people are coming from.
BE A GOOD LISTENER
 COMMUNICATION IS NEVER A ONE WAY
PROCESS
 WHEN OTHER PERSON IS TALKING, SHUT-
UP
 PAY TOTAL AND UNDIVIDED ATTENTION
WHEN LISTENING
 WATCH YOUR BODY LANGUAGE
 LISTEN FOR SIGNALS
 DO NOT GET EMOTIONALLY INVOLVED
 USE EXPRESSIONS LIKE “I SEE” ETC.
Active Listening Process and
Strategies
SENSING
•Postpone evaluation
• Avoid interruptions
• Maintain interest

ACTIVE
LISTENING

RESPONDING EVALUATING
• Show interest • Empathize
• Clarify the message • Organize information
COMMUNICATION WAVELENGTHS
 LEVEL 5 : CLICHÉ CONVERSATION
 HOW ARE YOU? NICE DAY! ETC.
 LEVEL 4 : SMALL TALK
 WEATHER, TV, CURRENTS AFFAIRS
 LEVEL 3 : FACTS & OPINIONS
 EXCHANGE OF IDEAS AND FACTS
 LEVEL 2 : EMOTIONS AND FEELINGS
 FRIENDS, FAMILY, PAINS, PLEASURES
 LEVEL 1 : PEAK COMMUNICATION
 INTIMATE FRIENDS, SPOUSE, CHILDREN
IMPORTANCE
 SUCCESSFUL BUSINESSMAN - LEE
IACOCCA
 GREAT RESEARCHES
 HAKIMS viz a viz ALLOPATHY
 POLITICAL LEADERS
 REVOLUTIONARIES
 SUCCESSFUL LAWYERS
 ACTORS
COMMUNICATION REVOLUTION
 REVOLUTIONARY CHANGES
 E-MAIL, VIDEO COMMUNICATION
 ELECTRONIC CONFERENCING
 DOCUMENT CONFERENCING
 A person will not be respected for his
physical attire but for his
communication skills
CONCLUSION
YOU NEED TO BE A BETTER COMMUNICATOR
TO
 BE POPULAR AT HOME AND AT YOUR
INSTITUTION.
 TO BE EFFECTIVE IN SELLING AND
COMMUNICATING YOUR IDEAS TO OTHERS
 TO IMPROVE YOUR PERSONALITY
 TO BE MORE PRODUCTIVE
 TO PROGRESS IN LIFE
 TO INFLUENCE PEOPLE
 TO ACHIEVE YOUR DREAMS
 Reading Test

I cdnuolt blveiee taht I cluod aulaclty uesdnatnrd

waht I was rdgnieg
--------------------------------------------------------
THE PAOMNNEHAL PWEOR OF THE HMUAN MNID
Aoccdrnig to a rscheearch at Cmabrigde Uinervtisy, it
deosn't mttaer in waht oredr the ltteers in a wrod
are, the olny iprmoatnt tihng is taht the frist and lsat
ltteer be in the rghit pclae. The rset can be a taotl
mses and you can sitll raed it wouthit porbelm. Tihs
is bcuseae the huamn mnid deos not raed ervey
lteter by istlef, but the wrod as a wlohe.
Amzanig huh?
Communication Skills
Successful Career
 In a recent survey of recruiters from
companies with more than 50,000
employees, communication skills
were cited as the single more
important decisive factor in choosing
managers
Communication Skills for
Successful Career
 . The survey, conducted by the
University of Pittsburgh’s Katz
Business School, points out that
communication skills, including
written and oral presentations, as
well as an ability to work with others,
are the main factor contributing to
job success
THANK YOU
E-Mail
nazir.vaid@gmail.com