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Communication Skills
Course Content Process of Communication Communication in Organisation, Nature, Function & Scope Management of Written and Oral Communication Barriers to Effective Communication Report Writing. Communication technology & its Impact on Office Procedures and Automation.
Urmila Rai & S M Rai : Business Communication Nageshwar Rao & R P Das : Communication Skills M V Rodriques : Effective Communication Sen: Communication Skills (Prentice Hall India) J.V. Vilanilam : More Effective Communication (Sage) Mohan : developing Communication Skills (MacMillan)
Communication Skills Who are the Stakeholders of Business ? Shareholders and Promoters Customers
Employees
Suppliers and Partners (incl Contractors, Agents etc) Government Society
Communication Skills Most Admired Business Balancing and Exceeding the Expectations of all its Stakeholders. Effectiveness of Business Achievement of Objectives. Efficiency in Business Achievement of Results with the least amount of Resources.
Communication Skills Innovation The term Innovation refers to making meaningful change to improve products, programs, services, processes, or organisational effectiveness and to create new value for stakeholders. Innovation involves the adoption of an idea, process, technology, or product that is either new or new to its proposed application. Successful organisational innovation is a multistep process that involves development and knowledge sharing, a decision to implement, implementation, evaluation, and learning. Although innovation is often associated with technological innovation, it is applicable
Communication Skills To all key organisational processes that would benefit from change, whether through breakthrough improvement or change in approach or outputs. It could include fundamental changes in organisational structure to more effectively accomplish the organisational work. Indicators a) Improve profitability b) Improve customer and stakeholder satisfaction c) Reduce cycle time
Communication Skills
Emerging Waves Factor Economy Characteristic Market Players Kind of Players Price Level Consumer Technology Quality Delivery Pricing Needs Response Relation Approach Association Style Yesterday Protected Monopolistic Sellers Few National High No choice Low Average Weeks/Months/Years High Limited Sluggish Curt Mass Distant Arrogant Today Open Competitive Buyers Several Global Dropping Multiple Choice High High Off the shelf Cut-throat Enhanced Quick Respect Personalised Close Understanding
Communication Skills Changing Characteristics of Corporates Old Goal Oriented Price focused Product quality Product driven Shareholder focused Finance oriented Efficient, Stable Hierarchical Machine based Functional Rigid, Committed Local/regional/National New Vision oriented Value focused Total quality Customer driven Stake holder focused Speed oriented Innovative, entrepreneurial Flat, empowered Information based Cross functional Flexible, learning Global
Communication Skills Management of Change Change has become inevitable due to: -
Technology
Competition Growing customer needs Environment Politics
Communication Skills Communication : Definition Transfer of information and understanding from one person to another person. The word communication has been derived from Latin word Communis which means common. Communication, therefore, means establishing a commonness with some one and sharing Idea, Thought, Feeling and Attitude. Communication can be in three directions: Upward From subordinates/workers to senior officers/management Downward From Superiors/management to subordinates and workers Lateral Between colleagues, peers, interdepartmental meetings, etc.
Communication Skills Communication could be a one way or two way process. But for the communication to be effective and reliable, it should be two way as far as possible. Grapewine Communication Process (Refer next slide) Barriers to Effective Communication. Personal Barriers. Human emotions, Love, Fear, Anger, Distrust, Values Poor Listening Hearing is with ears while listening is with mind (attentiveness is the keyword in listening) Perceptions Opinionated, etc
Encoding
Feedback
= Noise
Decoding
Communication Skills Physical Barriers. Interference, Noise. Distance a. Physical b. Hierarchial Semantic Barriers. Multiple Meaning Words Language Five components which contribute to effective interpersonal communications Self Concept Who am I? Listening, Clarity of expressions, Coping with anger Self Disclosure Openness invites openness from others also.
Communication Skills Seven Essentials in Communication Candid Clear Complete Concise Concrete No vagueness, Definite Correct Courteous
Why we communicate ??
We communicate to:
Share our ideas and opinions Provide feedback to others Get information from others Gain power and influence Develop social relationships To solve problems Motivating and other ideas you may have thought of
Communication Skills
Nature gave us one tongue and two ears so we could hear twice as much as we speak.