Exercise

THINK ABOUT
TODAY TOPIC?

Questions?
 Effective
Communication
Skills
NAN THEINGI
CO-FOUNDER / DIRECTOR
VISIONARY CO., LTD.
[email protected]
3
Communication Skills
can make or break
career of
Organization.
Objectives

 Define and understand communication and the communication

process
 To consider verbal and non-verbal communication methods
 To understand and practise effective listening skills
 To communicate in clear, respectful and non-judgemental ways
 List and overcome the filters/barriers in the communication
process
 To know when to seek advice
Effective Communication Skills

1. Understanding Communication and

Communication Processes
2. Communication at work
3. Communication Barriers and ways to overcome
4. Seven steps to Effective Communication
5. Quotes for Effective communications
Need for Communication

Very strong in Human beings

Considered as a basic need, as in the

case of eating, sleeping, etc.

Established as both a social &

individual need
 Definition

What does it mean to you?

The process of communication is what allows us to interact with

other people; without it, we would be unable to share knowledge
or experiences with anything outside of ourselves. Common
forms of communication include speaking, writing, gestures,
touch and broadcasting.
Wikipedia definition
 What is Communication?

COMMUNICATION IS THE ART OF TRANSMITTING INFORMATION,

IDEAS AND ATTITUDES FROM ONE PERSON TO ANOTHER.
COMMUNICATION IS THE PROCESS OF MEANINGFUL INTERACTION
AMONG HUMAN BEINGS.
Communication

 Giving, receiving information or ideas by writing, speech or visual

means

သတင္းအခ်က္အလက္မ်ားေပးျခင္း၊ ယူျခင္းဆိုင္ရာကိစၥရပ္မ်ားကို
စာျခင့္ေရး၍ေသည္လည္းေကာင္း၊ ႏွဳတ္မွေျပာ၍ေသည္လည္းေကာင္း၊
ျမင္သာထင္သာရွိေသာ ပံုကားခ်ပ္မ်ားျပ၍ေသည္လည္းေကာင္း
ေဆာင္ရြက္ ေျပာဆိုျခင္းျဖစ္သည္။

 Completely understood by the recipient(s)

 လက္ခံရယူသူမွ သတင္းအခ်က္အလက္မ်ားကို အလံုးစံု
နားလည္းမႈရရွိသာြ းျခင္း
Communication

 Sender သတင္းအခ်က္အလက္ စေပးသူ

 Receiver လက္ခံရယူသူ

 Channel သတင္းအခ်က္အလက္
ေပးပိ႔သ
ု ည့္လမ္းေၾကာင္း

 Message သတင္းအခ်က္အလက္
 Communication Strategy
 1. Sender
 3. Medium( Opinion leaders, Key
 Clear Message peoples & media) Use appropriate
Channel
 Objectives
 4. Receiver
 Check Understanding
 Active Listening
 Take the Responds
 Who is your message aimed
 2. Message
at?
 Packing Message  There may be one or
 Must Know, Should multiple publics
Know and Good to  Who is affected by the
Know actions?
 Short and Sample  Questions and Feedback
 Why is 13
communicatio
n
important ?
• Inspires confidence
• Builds respect
• Helps make friends
• Reveals your ability to others
• Develops a distinct personality
We need to
14
improve communication... as

70 % of our communication efforts are:

 misunderstood
 misinterpreted
 rejected
 distorted or
 not heard
Communication

Communication is a two-ways
process of giving and receiving
info through one or more number
of channels.
Two way process

Completely understood by the

recipient(s)
 Elements of Communication
Encoding
Perception &
Interpretation

Message
Nonverbal
Communications

Channel

Communicator
What needs to be communicated
Information/data + Attitudes, Values, Moods
Emotions
COMMUNICATION PROCESS
sender

receiver

values and attitudes

“generation gap”
sender
language

Cultural differences

noise

hearing
receiver
Reputation management at work

Support

Trust

Understanding

Information
What are the most common ways
we communicate?

Written Word
 Method of Communication

 (Internal Communication)
 (External Communication)
Internal Communication

Telephone Report
Email
Messages Presentation
Internet Fax

ORAL INTERNAL
COMMUNICATION
Written
Meeting Memo Form
Face to face discussion Notice
Charts
 External Communication

Telephone
Seminar
Teleconference
conversation Videoconference
Meeting ORAL Presentation
EXTERNAL Communication
Fax
Brochure Written Letter
Invitation Report Email
Advertisement Notice
Forms Notice Charts
 Adv. & Dis-adv of Written and spoken

Written Spoken

 Advantages:  Advantages
 good for complicated and vital  One can ask and seek
instruction clarification
 less chance for the message to be  Sender can test understanding
misunderstood
 Feedback is immediate
 useful reference when there is a
need to double check  Disadvantages
 Disadvantages  Poor presentation can lead to
misunderstanding and wrong
 It is impersonal responses
 People do not always read them
 It does not answer questions or
concerns
Some Tips for Improving Written Communication

 Use simple words & phrases.

 Use short & familiar words

 Use personal pronouns (such as “you”) whenever appropriate.

 Give illustrations & examples; use charts.

 Use short sentences & paragraphs.

 Use active verbs, as in “Mgr plan…”

 Avoid unnecessary words.

 Non-Verbal Communication:

 People send messages to each other

without talking.

 They communicate through facial expressions, head

positions, arm and hand movements, body posture,
positioning of legs & feet, and the way people use “space”
 Body Language

 Interpreting body language is vital in any communication process

 Observe the body movements and postures

 Match the other person’s body language, if appropriate and if

required.
 Characteristics of Effective &
Ineffective Feedback
Effective Feedback Ineffective Feedback

1. Intended to help the employee. 1. Intended to belittle the employee.

2. Specific. 2. General.

3. Descriptive. 3. Judgmental.

4. Useful. 4. Inappropriate.

5. Timely. 5. Untimely.

6. Willingly heard by employee. 6. Makes the employee defensive.

7. Clear. 7. Not understandable.

8. Valid. 8. Inaccurate.
 COMMUNICATION AT WORK

Horizontal Downward Upward

-Instructions -Problems
-talking with others
-Information -
Grievances/Argume
nts
-coordinating plans -Feedback
-Suggestions
-Counseling
- meeting with
others -Training -Reports on Work
 Organizational Communication

Formal Communication Channels = flow

within the chain of command.
 Downward communication
 Upward communication
 Horizontal communication
 Informal communication channels
 Downward Communication

1. Implementation of goals, strategies, and objectives

2. Job instructions and rationale

3. Procedures and practices

4. Performance feedback

5. Indoctrination
 Upward Communication

1. Problems and exceptions

2. Suggestions for improvement

3. Performance reports

4. Grievances and disputes

5. Financial and accounting

information
 Horizontal Communication (Exchange)

1. Intradepartmental problem solving

2. Interdepartmental coordination

3. Staff advice to line departments.

Across Peers or Co-Workers
 Barriers to Communication

 Non-verbal signals

 Language

 Listening

 Pre- judgments

 Relationships

 Emotional responses
 Barriers to Effective Communication

Language
Time Noise

Other people Distractions

Barriers to
effective
communication
Too many questions Put downs

Distance Lack of interest

Discomfort Disability
with the topic
 How to overcome
Communication Roadblocks ?

• Effective Listening
• Reading body language Skill
Training
• Effective Speaking
 Ways To Overcome Communication Barriers

Physical Barriers Personal Barriers

 be sure of the what, why and how

 distance
 put it in logical order
 noisy factory
 speak when listen is ready to listen
 poor lighting
 try and get the other person’s attention

 talk in the other person’s language

 remember emotions and facts

 do not over-communicate
 Barriers Within Organizations.

 Info overload.  Closed communication

 Message complexity. climate.

 Message competition.  Unethical communication.

 Differing status.  Inefficient communication.

 Lack of trust.  Physical distraction.

 Inadequate structures.  Incorrect choice of medium.

 Media richness
 Organizational Barriers

• Status and power differences between lower and higher levels

• Differences across departments of needs and goals
• The communication flow may not fit the group's or organization's
task
• Formal channels may not be available for upward, downward, and
horizontal communications.
Overcoming Communication Barriers

Organizational Actions
 Create a climate of trust and openness
 Develop and use formal information channels in all
directions
 Encourage the use of multiple channels including formal
and informal communications
 The organizational structure should fit communication
needs.
1. What and Why? ( Objective)
( Inform, request, Persuade)
2. Select Channel ( Background
Knowledge, Experience and
Culture)
3. Select encoding technique Seven steps to
( urgent, serious, dangerous, Effective
informative?)
Communication
4. Consider barriers
5. Send message
6. Check for understanding
7. Obtain feedback from
recipient
Ways To Build Effective Communication

 Cooperate with others

 Encourage others

 Initiate solutions

 Help others to explain

 Build trust

 Accept responsibility

 Recognize consensus opinion

 Effective Communication Skills

Eye contact & visible mouth

Some questions Body language

Encouragement Effective
Communication skills Silence
to continue

Smiling face

Summarising Checking
what has been said for understanding
Challenge

EFFECTIVE COMMUNICATION
New Style?

"I praise
loudly.
I blame
softly.“
 (Catherine the Great, 1729-1796.)
"You are not only
responsible for what
you say, but also for
what you do not say."
– Martin Luther
 Doing is Believing!

"I hear and I forget. I see

and I remember.

I do and I understand."
(Confucius 551-479 BC)
"Effective communications starts with listening."
--Robert Gately

People want to be heard,

want to be taken seriously,
want to be understood.
"Kind words can be
short and easy to
speak, but their
echoes are truly
endless."
- Mother Theresa of Calcuta
 The Manager as
Communication Champion

External Internal
Information Information

Manager as
Communication Champion

Purpose-Directed Strategic Conversations Methods

Direct attention to Open communication Rich channels
Upward,
vision, values, desired Listening
downward, &
outcomes Dialogue horizontal channels
Influence employee Feedback Nonverbal
behavior communication
Personal networks
Source: Adapted from Henry Mintzberg, The Nature Of Managerial Work(New York:Harper & Row, 1973),72.
THE QUALITY OF YOUR
LIFE
IS THE QUALITY OF YOUR
COMMUNICATION ~
BOTH WITH YOURSELF &
OTHERS
 KISS

Be clear, Keep It Short and Simple

(KISS)
Reference

 Dr Ali Sajid, PhD, PEC, ISLAMABAD

 Wikipedia

Thank you