Personal and

interpersonal
Commander K V Subba Rao(Retired)
Accredited Management Teacher
Maps1711@yahoo.com
Communication errors

•“TAKE OF
F POWER” sa
id the pilot
•“FUEL EM
ERGENCY”
was the righ
•“HARD PO t word
RT” indicate
s Emergenc
y
The Communication Dilemma

•What should I say?

•When should I say?
•How should I say?
•How can I listen? Hear or -----
•English Problem…..
 Management skills for you
prospective junior managers
• Technical Skills
• Human Skills
• Conceptual Skills

Communication Skills…..
Today’s topic
 SUCCESS IN
COMMUNICATION SKILLS

• READ
• LISTEN
• SPEAK
• WRITE
Functions of group communications
• Control members
• Motivates members
• Releases emotional expressions
• Provides information
Communication process

noise Perception
Attitudes
Beliefs
Experiences
Communication Ability
 Direction of formal communication
• Downward
• Upward
• Lateral

CEO

VP HR VP MARKETRING VP SALES
 Downward communications
• To give job instructions
• Bring about understanding of the task
• To provide information about the
procedures and practice
• To provide feedback on performance
• Instill the sense of mission in workers
 Upward communications
• Allows subordinates to convey information
to superiors
• Scope to get feedback on bottlenecks
• Excellent source of information on
employee attitudes and perception
 Lateral communications
• Convey information between individuals
and units at same level.
• Coordinating tasks
• Information sharing
• Problem solving
• Conflict resolution
 Informal Communication
• Grapevine
• Sometimes grapevine communications are
accurate
 Networks
• Local area networks
• Fax
• Telephone
• Satellite communications
• Mobile phones
 Oral communications
• Speed
• Immediate Feedback
• Long chain leads to distortion
• Chances the other party may not
understand
• Message to many users (speech, briefing)
 Written communications
• Tangible
• Verifiable
• Recorded
• Stored
• Later reference- evidence
• Carefully written
• Logical & clear
 Format for Communications
• Core statement
• Introduction
• narrative hook
• Back ground
• The body
• chronological,
• spatial,
• topical,
• casual
• conclusion
 Barriers to communication
• Filtering - Who decides?
• Selective Perception - Individual’s Need
• Information Overload -
• Emotions – Anger, calm
• Language -Jargon,vocabulary
 Problems by sender
• Quantum of information to handle
• Too much previous knowledge –
prejudgemental
• Information selection
• Sequence of presentation
• Lack of familiarity
• Lack of experience in speaking or writing
Problems in message transmission
• Number of communication links
• Distortion
• Conflicting statements
 Problems with reception
• Physical noise
• Distractions – cigarette smoke
• Crowed room
• Hearing disorders
• Egotism
• Hostility
• Preoccupation
• Fear
 Problems with receiver’s
comprehension
• Understanding Jargon
• Not having common interest example
gender
 Dealing with barriers
• Know your subject-optimal content
• Focus on purpose – amount and type of
information
• Know your audience-
biases,education,age and status
• Understanding receiver's point of view
• Being organised
 NONVERBAL COMMUNICATION
• Never tells lies
• Reinforces the communications
• Advantage of Face to Face communications
• Travels even by phone
What we cannot see
 NONVERBAL COMMUNICATION
• Paralanguage- How you say what you say
• Volume

• Rate of speech

• Pitch.

• Rhythm

• Pronunciation
Volume
• How loudly or
softly you are
speaking
• When might you speak
loudly?
• Softly?
Speaking Rate/Pace
• How fast or
slow you are
speaking
• When might you speak
fast?
• slow?
 Pitch
• How high or low the sounds
of your voice are
• When do you speak with a high pitch?
• Low?
 Chart of Feelings
Do write this down.

Feeling Volume Pace Pitch

Anger Loud Fast High

Joy Loud Fast High

Sadness Soft Slow Low

Voice Quality
• What makes people
able to recognize
you by your voice
alone
• Ex: on the phone
• Who has a distinct voice?
Arnold Schwarzenegger? Mr. H?
Bush?
Stress
• Volume & pitch;
the amount of
emphasis you
place on different
words in a
sentence.
 Kinesics
• Posture
• Gesture,
• Emblems,
• Adaptors/illustrators
• Regulators,
• Facial expressions and
• Eyes
 Facial expression- Non verbal communication
Emotional intelligence
Can you recognise the mood of your BOSS or teammate
Postures
 Proxemics
• Intimate distance, 18 inches
• personal distance, 18 inches to 4 feet
Intimate distance
• social distance 4 to 12 feet
• Public Distance 12 to 25 feet Personal distance
Social distance
Public distance
 Non verbal communication
• Use of time-
• Mode of dress
NONVERBAL COMMUNICATION
 BARRIERS TO EFFECTIVE
LISTENING
• PHYSICAL • MENTAL
DISTRACTIONS DISTRACTIONS
 Noise • Preoccupation
 Interruptions • Inappropriate timing
 Uncomfortable sitting • Difference sending
DIFFERENCES receiving
 Education,age,culture, • Prejudging
 Background experience
 BARRIERS TO EFFECTIVE LISTENING
(continued)
Characteristics of----

• SPEAKER • LISTENER
• Unclear, • Poor listening habits
• lack of sympathy • Unreceptive to new ideas
• Distracting appearance,voice, • Lack of empathy
Mannerisms • Negative feeling for speaker
• Low intrest level
• Unwilling to concentrate
 BARRIERS TO EFFECTIVE
LISTENING
• SPEAKER LISTENER HINDERANCE
• Interpretations of verbal and Nonverbal
messages
• Lack of feedback
• Lack of trust
• Fear by position and rank of speaker
 Active Listening
• Aviod distractions
• Nod,feedback
• I am all ears
• Eye contact
• Summarise 150 &500 difference
• Do not be pre-judgmental
• Concentrate on the Content not the speaker
FITTING WELL IN A TEAM
MEANS PERFECTING
INTERPERSONAL
COMMUNICATIONS
 INTERPERSONNEL
COMMUNICATIONS
• POSITIVE RELATIONSHIPS
• Focus on problem solving not controlling
• Be open
• Show empathy
• Do not put an air of superiority
• Listen with an open mind
 INTERPERSONNEL
COMMUNICATIONS
• SHOW PRAISE (STROKE)
• Specific
• Praise progress, not perfection
• Be sincere
• Do not overdo
• Right time
• Offer constructive criticism
Positive words for writing a CV or
resume or in a team
What we cannot see
 Transactional analysis

Parent Parent
Critical/nurturing Critical/ nurturing

Child Child
Natural
Little professor
Adult Natural
Little professor
Adult
manipulative manipulative
 Reasons for
“Perfecting your
Communication skills”
in a Workplace
• Heightened global competition
• Flattened management hierarchies
• Expanded team management
• Innovative communication technology
• Diverse work force
• Thriving in the art of knowledge
 Interpersonal communication
barriers
• Bypassing –word understood differently
• Frame of reference – own bias
• Language skills -vocabulary, technical
jargon
• Distractions
 BARRIERS TO
FLOW OF INFORMATION
IN AN ORGANISATION

Top
Topheavy
heavy
Differing
Differing Long
Longlines
lines
frames
frames ofof OfOf
communication
communication communications
communications

Closed
Closed Lack
Lackofof
Communication
Communication Barriers toto communication
communication
Barriers
climate
climate Organisational skills
skills
Organisational
Information
Information
flow
flow

Lack
Lack ofof
trust
trust Ego
Egostates
states
in in
ranks
ranks
Competition
Competition Fear
Fearofof
forfor reprisal
reprisal
power
power For
For
Status
Status honest
honest
reward
reward communication
communication
 Approaches Conflict
• Avoid
• Accommodate
• Compete
• Collaborate
• Compromise
Team Group communications
A picture say a hundred words
 Thank you
When taking stock of how well you are
doing as a manager,

first ask yourself and others how well you are doing as a communicator .