COMMUNICATION

MANAGEMENT &
LISTENING
BY
PROF. (BRIG.) RAMESH CHANDRA
Visiting Faculty HR, OB & MDPs
Corporate Trainer & Executive Coach
meshy99@gmail.com; +91-9811398616
BC-1 & 3
 OVERVIEW
Introduction
Communication : Meaning, concepts, features, and
significance
Communication process and components
Effective communication skills
Advantages of good communication
Types of communication
Seven essential Cs / features of communication
Barriers to effective communication
Activity Chinese whisper
Activity Blind mans story Contd ----
 Organisational communication
Communication channels
Ten commandments of good communication
Ten tips for ethical communication
What is listening: its significance and
characteristics
Effective listening skills, tools and tips to
become a better listener
Irritating listening habits
Tips on the body language of an active listener
Listening barriers and how to overcome them
Benefits of effective listening
 INTRODUCTION
Whatever be our profession, communication skills
are considered to be very essential to be successful in
our day to day life. Though all human beings are
endowed with the ability to communicate, effective
communication is something that needs to be
mastered with consistent practice, awareness and
experience.
Communication has the potential to make or break
our relationships, whether personal or professional. It
all depends on how we select our words, how we
present our thoughts, and how we understand our
emotions and convey the same to others.
 Most of the problems which adversely affect the
effective functioning of organisations are the
human or peoples problems.
Lack of trust, deceit, self centeredness, non
cooperation, unhappy atmosphere and the like
have their beginning in the distortion or
breakdown of interpersonal communication.
Ineffective communication skills may act as
stumbling blocks to good interpersonal
relationships and work environment.
 Communication : Some Quotations
People do not get along because they fear each other.
People fear each other because they do not know each
other. People do not know each other because they
have not communicated with each other.
---- Martin Luther King
What you say may be important, but how you say it is
even more important. ---- Anonymous
Barriers break when people talk.
---- Airtel Advertisement
Communication is the art of being understood.
---- Peter Ustinov
 Communication
Communication is the transfer of ideas /
messages / information from one person to
another and is effective when it gets the
desired action or response.
 What is Interpersonal
Communication?
Interpersonal communication is the process by
which people exchange information, feelings,
and meaning through verbal and non-verbal
messages: it is face-to-face communication.
Interpersonal communication is not just about
what is actually said - the language used -
but how it is said and the non-verbal messages
sent through tone of voice, facial expressions,
gestures and body language.
 DEFINITIONS OF COMMUNICATION
Communication is the process of passing
information and understanding from one person
to another. It is the process of imparting ideas
and making oneself understood by others.
--- Theo Haimann
Communication is the sum of all things one
person does when he wants to create
understanding in the mind of another. It is a
bridge of meaning. It involves a systematic and
continuous process of telling, listening and
understanding. ---Louis A. Allen
 CONCEPT OF COMMUNICATION
The word communication is derived from the Latin word
communis which means common. If a person affects a
communication, he has established a common ground of
understanding.
Thus, communication involves imparting a common idea and covers
all types of behavior resulting there from. This indicates that
various factors enter into the process of communication. These are
the communicator or source of information, the receiver of
information, the content of communication and the manner of
communication.
The term communication in a broader sense means both the act
of communicating something and the manner of communication
such as letter, notice or circular.
Effective Communication, thus is an exchange of ideas, energy and
actions with understanding and purpose between two people who
are aware of each other.
 Meaning of Communication
If you think a bit deeply, communication is the basis
of all the activity, all the business, and all the
transactions taking place in this world.
Through communication, we impart instructions,
we share our experiences, we solve problems and
even build relationships. It is literally impossible to
think of a world without communication.
Communication is an integral element of
interpersonal behaviour in organisations. It is the
ability to communicate effectively that has enabled
people to build organisations and societies for
survival and better living.
 Importance of Effective Communication
It is said that What you say is important, but the way
you say it is even more important.
Effective Communication means:
Right Message to the Right Person at the Right Time
in a Right Manner.
The basic guidelines of the Communication Etiquette
can best be described by a couplet by Saint Kabir:

,
,
This means that we should speak in such a way that we
feel happy and our heart feels cool and it brings
happiness to others also.
 FEATURES OF COMMUNICATION
The characteristics of communication are as follows:
1. Two-way Process. Communication is possible only
when there are at least two persons.
2. Information Sharing and Understanding.
Communication involves both transfer of
information as well as of understanding between
two or more persons. Understanding is an
indispensable feature of communication.
3. Verbal and Non-verbal. Communication is not
restricted to transfer of information and
understanding. A manager can communicate
through symbols, gestures and actions which are
non-verbal in nature. Contd ----
4. Circular Flow. The flow of communication is circular, that
is, the process of communication starts when the sender
transmits a message to the receiver and is completed
when the receiver sends the feedback to the sender.
5. Goal Oriented. Communication is goal oriented. The end
result of communication is understanding between the
sender and the receiver of information.
6. Continuous Process. Exchange of ideas and opinions
among persons is an ongoing process in business and non-
business organisations. Communication is as important in
the organisation as flow of blood in the human body.
7. Pervasive Activity. Communication is a pervasive activity.
It takes place at all levels (top, middle, lower) and in all
functional areas (production, finance, marketing,
personnel, etc) of a business enterprise.
 Advantages of Good Communication
Skills
Leads to personal effectiveness
Helps to network with people
Helps to collaborate with everyone at the workplace
Influences motivation for enhanced performance
Builds better understanding between boss and
subordinates
Creates better interpersonal relations
Increases listening ability
Helps employees to understand need for change
Creates better environment for understanding
resistance to change
 What Makes Good Communication
Generally, there are five principles that show
effective and good communication:
informativeness, relevance, truthfulness,
politeness, and modesty.
There is an assumption among people that when
you talk, your speech will:
contribute information that others did not know
be relevant and of interest to everyone involved
be truthful (unless you are using sarcasm and
irony)
follow social expectations about being polite,
like using please and thank you
avoid bragging or being self-centered
 SIGNIFICANCE OF COMMUNICATIONS
Communication is important to all managers, and it is
needed by all employees.
A large part of the managers time (nearly 75 %) is
spent in some form of communication - writing,
reading, speaking, discussing, instructing or listening.
Communication is the means by which a manager
persuades, informs, motivates and leads employees
towards organisational goals.
Everything a manager does, he does through
communication only.
Communication occupies an important place in any
organisation, more so in the context of management
functions.
The success of an organisation depends to a great deal,
on effective communication.
COMMUNICATION PROCESS
Components of Communication Process

Contd ---
 TYPES OF COMMUNICATION
1. Verbal communication
2. Written communication
3. Telephone communication
4. Electronic communication
5. Non Verbal communication

Details of each type of communication follow:

1. Verbal Communication
Skills in Verbal communication
2. Written Communication
Skills in Written Communication

KYC-AML 25
3. Telephonic Communication
4. Electronic Communication
5. Non Verbal Communication

Contd ----
Contd ----
Skills in Non-verbal Communication

KYC-AML 31
 The seven essential Cs / features of
Communication
1. Clarity
2. Completeness
3. Conciseness
4. Consideration
5. Courtesy
6. Correctness
7. Concreteness

Detailed explanation of these seven essentials follows:

Contd ----
Contd ----
HUMOR IN COMMUNICATION
 Why we say HELLO while attending
Phone ?
A nice information; When you lift the phone, you say
Hello. Do you know what is the real meaning of
Hello ---- ?
It is the name of a girl ---- Margaret Hello. She was
the girl friend of Graham Bell who invented the
telephone.
Graham Bells first word on his phone after his
invention was Hello. That practice of starting the
call with Hello still continues.
One can forget the name of Graham Bell, but not his
girl friend: that is true love ---- !!
Characteristics of a Message
Keep

It

Short

Simple
Barriers to Effective
Communication
BARRIERS TO EFFECTIVE COMMUNICATION

Contd ----
Contd -----
Contd -----
Contd ----
Contd ---
Contd -----
Contd -----
Contd ----
Contd ------
 Distorted Communication
Distorted communication changes the information.

Example : (W.C. Story)

COMMUNICATION CHANNELS
 Organizational communication can be classified in
following ways:
Internal communication, External communication
Upward communication, Downward
Communication
Lateral or horizontal communication and diagonal
communication
Grapevine communication
Each of the above is discussed further :
Contd ----
Contd ----
Contd ----
Contd ----
Contd ---
Contd ---
Contd----
Ten Commandments of
Good Communication

Contd ----
 Ten Tips for Ethical Communication
1. Truthfulness and fairness.
2. Freedom of expression.
3. Tolerance to dissenting views.
4. Respect to others.
5. Avoid distortion, intimidation, hatred or violence.
6. Avoid using insulting language.
7. Avoid rumors and gossips.
8. Respect privacy and confidentiality.
9. Zero tolerance to unethical communication.
10.Full disclosure of information (except when issues
of privacy and confidentiality are involved).
EFFECTIVE LISTENING

You not only listen with your ears,

you also listen with your eyes !
 QUOTATION
When you talk, you are only repeating
what you already know. But if you
listen, you may learn something new.
--- Dalai Lama
 WHAT IS LISTENING ?
Listening means trying to see the problem the way the
speaker sees it, which does not mean sympathy, i.e.
feeling for him, but means empathy, which is experiencing
with him.
Listening requires entering actively and imaginatively into
the other fellows situation and trying to understand a
frame of reference different from your own.
Listening is often thought to be synonymous with hearing.
The difference is that while hearing is a passive process,
listening is active. It means being alert to and
understanding the meaning behind the speakers words.
While listening, one is simultaneously engaged in
processing, reconstructing and giving meaning to the
gathered information.
 SIGNIFICANCE OF LISTENING
According to researchers, listening is the most
neglected of all the skills of communication. Most
people confuse listening with hearing. Superficial
listening is poor listening and it can cause losses to a
company. Top executives spend almost 65 to 90 % of
the working day listening to people.
At workplace, often people are heard saying, My
boss just doesnt listen to what I have to say, or
he/she is such a poor listener, or only if he/she had
listened to me, this would not have happened.
Poor listening can result in disasters in terms of poor
decisions, poor negotiations, poor employee
relations, poor corporate governance, and most
importantly, in terms of ones image as a fair human
being. Contd ----
 SIGNIFICANCE OF GOOD LISTENING
1. An attentive listener stimulates better speaking
by the speaker.
2. A good listener learns more than the indifferent
listener.
3. A good listener can often restructure vague
speaking into clearer meaning.
4. A good listener learns to :
a) distinguish fact from opinion,
b) understand and evaluate inferences and reasoning,
c) detect prejudices, assumptions and attitudes.
Characteristics of a Good Listener
Understanding Takes interest
Patient Logical
Attentive Open
Responsive Caring
Honest Gives respect
 Humor on Listening
There is a saying: after marriage for
the first year, the husband speaks and
the wife listens; during the second
year, the wife speaks and husband
listens, and after the second year, both
speak and the neighbors listen.
 Irritating Listening Habits
Interrupting speaker
Not looking at speaker
Rushing speaker and making him feel that hes
wasting the listeners time
Showing interest in something other than the
conversation
Getting ahead of the speaker and completing
her/his thoughts

Contd ----
 Irritating Listening Habits
Not responding to the speakers requests
Saying, Yes, but . . ., as if the listener has made
up his mind
Topping the speakers story with That reminds
me... or Thats nothing, let me tell you about
Forgetting what was talked about previously
 Listening Skills
Be patient
Maintain eye contact
Convey interest
Listen for feelings as
well as meanings
Clarify with questions
Be slow to pass
judgments
 7 Keys to Better Listening
1. Listening is NOT a passive activity!
2. Listen for unspoken fears, concerns, moods and
aspirations.
3. Good listening requires great wisdom.
4. Listen to others with respect and validation.
5. Listen without thinking about how you're going to
respond.
6. Listen for tell-tale signs of impending trouble.
7. Listen with positive regard for people's strengths &
abilities.
Ten Tips to Become a Better Listener Ti
 Tools to become effective listeners
There are different tools/techniques that can
improve your listening skills. You must do the
following to become effective listeners:
1. Eliminate Distractions
Eliminate all possible distractions such as sifting
through any papers, turn off the loud television
set, close the door, put your cell phone on the
silent mode and prepare yourself to listen.
2. Concentrate
Pay single minded attention to detail, concentrate
on what the speaker says and make effective
listening possible. Contd ----
3. Focus on the Speaker
If you do not focus on the speaker, the listening is
only passive. Therefore, for active listening, turn your
complete attention to the speaker. In a speaker-
centered listening process, not only will you hear
what the speaker says, but you will also be able to
hear what the speaker does not say.
4. Maintain an Open Mind
People often make assumptions about what the
speaker is about to and wants to say before the
speaker has even said it. Such assumptions and
preconceived notions act like fences, which restrict
the listening process. Contd ----
5. Look for Nonverbal Cues
Listening goes beyond the ears. Listening
encompasses the eyes and the heart. Therefore,
whenever you are listening to the speaker, pay
attention to all the non-verbal cues, in particular
to the kinesics and the paralanguage.
These nonverbal cues will help you pick up the
underlying nuances, which will enrich the whole
listening process.
Therefore, do not just listen with your ears; listen
with your eyes as well. Contd ----
6. Do Not React to Emotive Words
Strong emotions hinder the communication process.
When we are listening to a speaker, we are not just
listening for the underlying crux of the message; we
first and foremost are listening to the words being
used to convey the message.
And a word or phrase in a message can evoke a
strong emotional response in us. Such words are
known as trigger words. These trigger words impact
our ability to objectively listen to the speaker.
Hence, in order to be good listener, it is important
that we do not react to emotive words and maintain
objectivity at all times. Contd ----
7. Ask Questions
Asking questions is a good way of ensuring and
ascertaining if you are listening well to the speaker.
When you ask questions during a conversation, you
disengage from being a passive participant who
hears passively to an active participant who listens
actively.
8. Sit so You can See and Hear
If you have a conversation while standing, you are
bound to experience physical discomfort from
standing too long which will hamper your listening
skills. Therefore, sitting down becomes the most
optimum posture for listening. Contd ----
9. Avoid Prejudices
Prejudice is defined as a persons subjective
preference or pre-conceived biases for his/her own
inclinations or desires. Racial prejudices typically
carries with it a tacit contempt or hatred for others
of different races. Such prejudices and biases
debilitate effective listening.
Prejudices may also stem from gender, age, religious
affiliation, sexual orientation, skin colour, and ethinic
background, etc.
When we give in to prejudices and biases, we
obstruct our listening ability. For example, research
shows that owing to gender biases and prejudices,
women in the workplace are less likely to be listened
to than their male counterparts.
 10. Visualize the Message
An important technique for active listening is the
technique of visualization. When you visualize the
content of a message, it primarily helps you in two
ways:
(i) It draws your attention towards the message.
(ii) It helps you assess the whole message, making it
easy to identify the missing or misplaced data
The visualization technique also comes in handy for
constructively using the left over thinking space (i.e.
speech-thought differential) and using the lag time to
visualize the message, instead of letting your thoughts
to run amok.
11. Relate Message to Personal Experience

There are many truths of which the full meaning

cannot be realized until personal experience is
brought in and linked with it. In other words,
comprehension is better if you have a similar
frame of reference.
Therefore, when listening to a message, it is
important to draw a parallel from your own life
so that you can better understand the message
and the speakers frame of reference.
12. Listen Between the Lines
Good listeners listen beyond the words of a message.
They listen to decipher the speakers emotions,
moods, intentions, and motives. It requires
attention, acuity and an analytical bend of mind to
work out what is not being said.
Listening pays attention to the what of the
message, but listening between the lines goes
beyond that and answers the why of the message.
13. Take Notes
A paper and pencil make excellent concentration
tool. Take notes while listening to the speaker as it
results in better clarity and accuracy of the message,
and you automatically focus your full attention.
14. Paraphrase
Paraphrasing is a technique in which you sum up
the speakers message in your own words. It lets
the speaker know how well you have understood
the message and its Intent. Thus, paraphrasing
becomes an important component for effective
listening.
To paraphrase the speakers message, use
phrases such as In other words.., I
understood you are saying that .., I gather
that , Do you mean to say ., Are you
saying .., or Let me see if I have got this
straight .. Contd ----
 Advantages of Paraphrasing:
a) It prevents miscommunication and improves the
clarity of the message.
b) It ensures the listeners attention to the
message.
c) It helps in retention of the message.
d) It pleases the speaker and improves the overall
communication.
15. Provide Nonverbal Feedback
When a speaker is talking, your nonverbal cues
provide him/her feedback on your
attentiveness or the lack thereof. Therefore,
facial expressions, and other bodily movements
are important indicators of how well you are
listening to the speaker.
For instance, if you wish to indicate that you are
listening attentively, you must lean towards the
speaker, maintain eye contact, and make
appropriate listening noises.
An example of the Body Language of
an Active Listener
Tips on the body language of an
active listener
 LISTENING BARRIERS
Despite the fact that listening is taken for granted,
researchers have estimated that a manager listens only at a
25 % efficiency level. Immediately after presentations,
according to a research, only 25 % of what the listener has
listened to can be recalled. This only shows how listening
suffers because of inherent problems.
Following generally are the listening barriers:
1. Psychological barriers.
2. Environmental distractions.
3. Emotional /personal barriers.
4. Linguistic / Semantic barriers.
5. Socio-cultural barriers
6. Physiological barriers.
Each of the above barriers are further explained in detail:
Contd ----
1. Psychological Barriers
2. Environmental Distractions
3. Emotional / Personal Barriers
4. Linguistic / Semantic Barriers
5. Socio-cultural Barriers
6. Physiological Barriers
OVERCOMING LISTENING BARRIERS

Contd ------
 BENEFITS OF EFFECTIVE LISTENING
When you prove to be good listener, you gain
several advantages, whether in your professional life
or in your personal life. The following are numerous
payoffs:
1. Improvement in work environment. When we
listen sincerely and with empathy, we understand
our colleagues better, thus adding to a happy work
environment. Good listening is conducive to
efficient work.
2. Reduces tensions and hostilities. Positive listening
establishes a wider and flexible frame of reference
so that people are willing partners in the act of
listening. This paves the way for a healthy exchange
of views and opinions. Contd ----
3. Saves time. Good listeners are always time
conscious and concerned about how the
material can be used for the benefit of the
organisation. They actively seek application of
information to policies and procedures.
4. Improves management employee relations.
Open door policy reconfirms employees faith
and trust in the management.When employees
know that they are being listened to and that
they enjoy the freedom to express their
grievances, a feeling of positive attitude
develops. In making decisions good managers
take into account the feelings of their
employees. Contd ----
5. Leads to early problem solving. A good amount of
valuable time of the organisation is saved when
managers / employees collaborate in understanding
a problem jointly and find solution to the problem.
The shop floor supervisor and the production
manager of an organisation would view the
problem of the workers more realistically when they
both sit down to discuss the production needs and
the market conditions together.
6. Increases sales and profits. When an organisation
listens to its employees suggestions, the level of
satisfaction, commitment, and the values and goals
of the organisation find the top priority in the
employees list. An environment of trust and mutual
consideration produces a climate of togetherness
and healthy interaction.
 Thank You !

Any Questions ?