Words are, of course, the most powerful drug used by mankind
Basics of Communication
Communication is simply a process of exchanging ideas,
information or transmitting verbal and non-verbal messages.
Communication Skills
Communication : The Flow
Channel
Formulating Delivery
Message
Sender Receiver
Feedback
Perception
Response
Understanding
Before communicating
Ask yourself…
• What is the main purpose/aim?
• Who will receive it?
• What is the likely attitude of the listener?
• How much does he need to know?
• Is my timing right?
• What is the main subject?
• Are the major points clear?
• Is there any ambiguity?
Do you think
communicating
effectively is easy?...Try
this
• Effective communication is the combined
harmony of verbal and nonverbal actions.
Major areas of nonverbal behaviors
are:
• Eye contact
• Facial expressions
• Gestures
The total impact of a message breaks down
like this:
• 7 percent verbal (words) Hello!!
• 38 percent vocal (volume, pitch, rhythm, etc)
• 55 percent body movements
(mostly facial expressions)
Power of body language
Bored Overwhelmed Closed
Open palm, facing the Resting the hand on the cheek with
other person indicates the elbow resting on the chair or the
honesty. table shows disinterest and boredom.
THE POWER OF BODY LANGUAGE
11
FACIAL EXPRESSIONS
FACIAL EXPRESSIONS
• You have 80 muscles in the face that can
create more than 7,000 facial expressions.
• The facial muscles produce the varying facial
expressions that convey information about
emotion, mood, and ideas.
• Emotional expressions are one primary
result of activity by the facial muscles.
Listening Skills
TWO
AND
ONE
Nature has intended us to LISTEN twice
as much as we speak!
How to improve your listening skills?
• Maintain eye contact with the instructor
• Focus on content than on the way that it is being
said.
• Avoid selective listening
• Avoid distractions
• Ask questions to stay active and interested.
• Face the speaker
• Maintain eye contact
• Respond appropriately – say yes, nod, etc.
• Do not be preoccupied with your own thoughts.
Barriers in Communication
(that have to do with the COMMUNICATOR)
• Language and Vocabulary Level
• Lack of Self-Confidence
• Lack of Enthusiasm
• Voice quality
• Prejudice
• Lack of Motivation and Training
• Negative Self Image
• Lack of Feedback
• Age and Gender
Barriers in Communication
(that have to do with the RECEIVER)
• Selective Perception
• Unwillingness to Change
• Lack of Interest in the Topic/Subject
• Prejudice & Belief System
• Personal Value System
External Barriers in
Communication
• Environment
– The venue
– The effect of noise
– Temperature in the room
• Other People – Status, Education, Culture
• Time
Good communication is like a glue that keeps an
organization together
“To effectively communicate, we must realize
that we are all different in the way we perceive
the world and use this understanding as a guide
to our communication with others”.
Good communicators……..
& Know what they want to say
& Establish and maintain relationships
& Understand other perspective
& Active listeners
& Understand and clarify messages
Conflict is a part of discord caused by the actual
or perceived opposition of needs, values and
interests.
Values
Assumptions F
Experience i
Expectations l
Perception t Things
e
Defense r
Mechanisms
Feelings F Behaviour
i
l (Say and do)
t
e
r
Why Conflict Arises
Type “A” Personality
Vs.
Type “B Personality
Type ”A” Personality
• Highly Competitive
• Strong Personality
• Restless when
inactive
• Seeks Promotion
Punctual
• Thrives on deadlines
• Maybe jobs at once
Type “B” Personality
• Works methodically
• Rarely competitive
• Enjoys leisure time
• Does not anger easily
• Does job well but
doesn’t need
recognition
• Easy-going
Aggressive People
• Body language
– Stiff and straight
– Points, bangs tables to emphasize points
– Folds arms across body
• Verbal language
– “I want you to…”
Aggressive people
– “You must…” are basically
– “Do what I tell you!” insecure….. Try to
– “You’re stupid!” avoid them.
Submissive people
• Body Language • Verbal Language
– Avoids eye contact – “I’m sorry”
– Stooped posture – “It’s all my fault”
– Speaks quietly – “Oh dear”
– Fidgets
Submissive people
have a great sense
of inferiority
Assertive
• Body language
People
– Stands straight
– Appears composed
– Smiles
– Maintains eye contact
• Verbal language
– “Let’s”
– “How shall we do this?”
– “I think… What do you
think?”
– “I would like…”
Types of Conflict
• Within an individual
• Between two individuals
• Within a team of individuals
• Between two or more teams within an
organization
Case Study 1
Jar Allaha, aged 24 years joined a leading dairy company as HRDF Trainee in
the processing department on 25th March 2004. He was under training under Suhail,
Dairy Technologist, for an year. During the training period Jar Allaha showed keen
interest to learn and was regular to work. On completion of one year training, he was
absorbed as ADPO in the processing department and his salary was increased. As
ADPO, Jar Allaha was rotated on three shifts and was given individual responsibility as
part of his job. Initially Jar allaha had difficulty in executing the job and many times
approached Suhail for assistance.
On 5th May 05, .Suhail, got an opportunity to go for higher studies and so he
submitted his resignation and got relieved from the company. Jar Allaha felt very
unhappy with Suhail leaving the company.
Rahim succeeded Suhail and observed Jar Allaha committing lot of mistakes in
his job. Initially he was patient, but later he was intolerant and started questioning Jar
Allaha for his mistakes. Jar Allaha was feeling helpless, started avoiding and abusing
Rahim. This led to many conflicts between both of them . Jar Allaha at times reported
late to work and this disrupted the work badly. Rahim complained his late coming to the
personnel department and he was advised to give warning letter to Jar Allaha for coming
late to job. Contd.
Case Study 1 (contd.)
Jar Allaha took the first warning letter and was absent for 15 days on some
personal reasons. Jar Allaha’s absence affected the processing operation and Rahim
was questioned by his superior. Rahim, issued the second warning letter. Jar Allah, was
very upset with his superior and avoided taking up responsibility on the job.
Answer the following in teams
1. Critically assess the situation and elaborate the problem?
2. What was wrong with Jar Allaha?
3. If you were Rahim, how would you deal with the situation?
Preventing Conflict
• Try to reduce conflict
– Review past conflicts
– Realize that communication is
colored by personal experience,
beliefs, fear, prejudices
– Try to be neutral
– Plan the timing and place of the
conversation
– Realize that outside stress may add
to confrontation
– Eliminate/reduce external
interruptions
Negotiating Conflict
• Let people tell their story
• Identify the true impediments
• Learn to read minds
• Realize that every conflict can’t be solved
Questions
Thank You
What is a “T E A M”?
•A team
is a group of individuals who cooperate and work
together to achieve a given set of objectives or goals
(Horodyski, 1995).
Teamwork
• is close cooperation between cross-trained
employees who are familiar with a wide range
of jobs in their organization
Team-building
• is high interaction among group members to increase trust and openness
• Common Characteristics of High Performing Teams
The Power of Teamwork
Figure 1 Characteristics or needs of effective teams
(Horodyski, 1995, p12)
Stages of Team Development
• Get to know each other
• Identify strengths & where you can
contribute
• Specify commitment
• Establish the rules
Build your team – top 10 tips
1. Communicate goals clearly.
2. Define responsibilities.
3. Provide equal training.
4. Encourage relationships.
5. Empower.
6. Provide feedback.
7. Reward.
8. Set reasonable deadlines.
9. Meet regularly.
10. Discourage backdoor” reports.
Motivation
• Motivation in a practical sense:
# Making your people to work as effectively as they can
# Has a multiplier effect on how much work people do
and how well they do it.
Increased output for the same input
Decreased input for the same output
Incorporating Motivation:
Things to remember when working on motivation:
1. Everyone has motive of their own that is different from
everyone else’s.
2. Everyone responds differently to attempts by other
people to motivate them.
3. A few “motivational mistakes” are made so often that
it’s worth knowing how to avoid them.
Human needs hierarchy
Sources of Job Satisfaction
• Challenge of the work itself
• Responsibility
• Recognition
• Achievement
• Advancement and growth
Sources of Job Dissatisfaction
• Working conditions
• Company policies
• Supervision
• Co-workers
• Salary and status
• Job security
Successful motivation
involves:
• Getting people to
do what you want
them to do
• When you want
them to do it
• The way you want
them to do it
• Because they
want to do it
Retained Motivation is the
key to finishing your race with
success
• Do you not know
that those who
run in a race all
run, but one
receives the
prize? Run in
such a way that
you may obtain it.
1. Motivation through clear
goal setting
2. Desire for recognition
•When people receive
recognition or affirmation
for their efforts it has a
positive motivational effect
on them. Just a few words
of encouragement are worth
their weight in gold
3. Motivation through
team spirit and loyalty
Five of you shall chase a hundred, and a
hundred of you shall put ten thousand
to flight; your enemies shall fall by the
sword before you.
4. Motivation through
pleasure or enjoyment
•When people
perform their
favorite tasks they
generally
experience natural
motivation
because of
personal interest
5. Motivation by giving a
break or vacation
• The fact is that we all
sometimes need a break to
refresh and refocus our minds
on the work and to return with
new energy
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6. Motivation by measuring and
7. Motivation through strong
modeling or example
8. Motivation through strong
relationships – the
foundation of leadership and
soul winning
9.Motivation through successful
academic empowerment
• Well equipped people
are more confident to
handle the issues than
untrained people.
• Untrained people tend
to be insecure and
uncertain.
Motivating Today’s Workforce
• Career Growth
• Exciting Work
• Meaningful Work
• Team Participation
• Flex Hours
• Have short, regular meetings
• Agree targets and review often
• Praise and encourage regularly
• Coach individuals/team
• Be available, “walk the job”
• Benefits
• Wages
Questions
