Good communication is as stimulating as black coffee and just as hard to sleep after Anne Morrow Lindbergh Most people do not listen with the intent to understand they listen with the intent to reply Stephen R Covey ID: 636949
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Slide1
Communication ModuleSlide2
Communication in words
“Good communication is as stimulating as black coffee, and just as hard to sleep after.” (Anne Morrow Lindbergh)
“Most people do not listen with the intent to understand; they listen with the intent to reply; (Stephen R. Covey)
“Courage is what it takes to stand up and speak; Courage is also what it takes to sit down and listen” (Winston Churchill)Slide3
EFFECTIVE COMMUNICATIONSlide4
Defining Communication
Communication is :
To share opinions, ideas, information, emotions to each other
To send and receive information/messages
WAYS of send and receive information
Face to face - Verbal communication - Non verbal communication (body language) - ElectronicallySlide5
Why does Communication matter?
Ensure effectiveness in any given setting
Successful accomplishment of tasks
Share your opinions and information to others to achieve certain outcomes
Leads to an activation of an upsurge productivity,
Leads to a smoother operation of business tasks Leads to successful elimination of errors and pitfalls during a business operation.Slide6
Communication Process
SENDER
Forms the message: idea, thought, feeling or opinion
Verbal or Non-Verbal
RECEIVER
Receives the message
Gives meaning
Provides Feedback
Choose a specific
CHANNEL to
Transmit
MessageSlide7
Barriers
SENDER
RECEIVER
Loss by transmission
Poor retention
Poor Listening
Offensive style
Noise
Cultural differences
Filtering
Information Overloaded
Beliefs and ValuesSlide8
Activity 1: Communication BarriersSlide9
MESSAGE: Communication Barriers
Tomorrow morning at 9:15 you should go to the office to pick up the folder in which you will find all the documents for Mrs Prouksi case. Check inside my suitcase which I have left next to the small brown desk on the left side of the office. The door will be probably closed so you need to ask permission from Mrs.
Roudie
in order to unlock the door for you.
Mrs
Roudie’s office is on the second floor, room number 403. Slide10
Sub-skills of Communication
Active Listening
Verbal and Non-Verbal Cues
Humor
Conflict Resolution
Assertiveness
Emotion-RegulatorsSlide11
Humour
Humor is a valuable and effective tool
Reduces hostility
Relieves tension-Relaxes the person, making them more receptive to the message
Makes the target person want to listen more
Makes the person feel good and hence not think so carefully about the proposition
Makes the information more memorableDistracts the person from thinking about counter-argumentsSlide12
Conflict Resolution
Conflict = when 2 people have differences in opinions/ideas, etc. (disagreement = personal, financial, political, emotional)
Conflict-resolution= is a way for 2 or more people to find a peaceful solution.
How do you manage an argument?
Manage conversation while remaining alert and calm.
Control your emotions and behavior
Pay attention to the feelings being expressed by othersRespect any differences
Avoid disrespectful words and actionsSlide13
Activity 2: Active ListeningSlide14
Activity 3: Verbal and Non Verbal CommunicationSlide15
Activity 4: Conflict ResolutionSlide16
Scenario #1
“That’s mine” (problem: copied colleague's report). Joe and Matt are sitting in the same office. Their boss realize that they have turned in the same annual report. Joe suspects that Matt has stolen his
usb
and copied all data and work.
(Choices: call names, yelling,
etc
OR discuss and explain calmly and get the manager to explain)How will the manager react and come to a resolution?Slide17
Scenario #2
“I heard you said you didn’t like me” (problem: gossiping, teasing, bullying at work). Anna overhears a group of colleagues making fun of the outfit she is wearing today. She notices that Sarah, a woman who has teased her about her clothes before,
ia
part of that group. Anna feels like crying.
(Choices: call names, yelling,
etc
OR discuss and explain calmly and get the manager to explain)How will the manager react and come to a resolution?Slide18
Scenario #3
“This is not fair” (problem: unequal allocation of tasks, division of work). Joanna receives all her new tasks allocated by her manager by email. She felt real pressure since her new tasks require her to work overtime and unpaid. She also believed that the time schedule that her manager provided her is unrealistic.
(Choices: call names, yelling,
etc
OR discuss and explain calmly and get the manager to explain)
How will the manager react and come to a resolution?Slide19
Activity 5: Emotional RegulationSlide20
Thank you for your participation.