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Essentials of Business Communication Skills..Barriers to Communication and How to open a Gateway to remove barriers in Communication.

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   Barriers & Solution to Effective Communication

  The Mobile Policy

  Profile of Communicator – Test your Score

  Communication is all about….

                  Speaking                      Listening

                 Observing                           Writing

  Communication - Meaning

     • Communication is a dynamic
     • through this process we
       convey a thought or feeling
       to someone else.

     • how it is received depends…
       on a set of events, stimuli,
       that person is exposed to…

     • ex:

  “It is very hot.”

                  How the reader perceives and interprets the text?

     Also.. How you Say and What you Say is
     important in Communication
     • “Darling, I love you”

     • Woman without her Man is nothing
       – Use one [ , ] in the above sentence to punctuate
         the sentence and re-write it

  Direction without the Map

  Where you Effective in your
     • Effective Communication
       means the response you get
       for your Articulation

     • The feedback we receive is a
       measure of our

     • We talk a lot, what we miss
       out is to Communicate

Learning from the Exercise:
What were the Barriers in your Communication Process

             Sender                    Receiver          Other / External

     1                          1                    1

     2                          2                    2

     3                          3                    3

     4                          4                    4

     5                          5                    5

  Barriers in Communication
  (that have to do with the SENDER)
     • Attitude
        – Unwillingness to say things differently
        – Unwillingness to relate to others differently
            • Prejudice - Mindset – Assumptions - Beliefs
        – Unwillingness to learn new approaches
     • Lack of Self-Confidence
        – Authority / Status / Senior / Environment
     • Lack of 3 E’s – Energy, Enthusiasm , Excitement
     • Disagreement between verbal and non-verbal messages
     • Voice quality
     • Past Experience
     • Negative Self Image
     • Lack of Feedback
     • Language and Vocabulary Level
     • Lack of Self Awareness
     • Lack of Motivation and Training

  Barriers in Communication
  (that have to do with the RECEIVER)

     •   Poor Listening Skills
     •   Selective Attention - Perception - Retention
     •   Lack of Interest in the Topic/Subject discussed
     •   Attitude
          – Unwillingness to relate to others differently
              • Prejudice - Mindset – Assumptions - Beliefs
     •   Rebuttal Instincts
     •   Personal Value System
     •   Past Experience
     •   Ego

  External Barriers in Communication
     • Physical barriers
        – the distance between people
     • Environment barriers
        – The venue
        – The effect of noise
        – Temperature in the room
     • Process barriers:
        – Encoding
        – Decoding
        – Transmission
     • Time and Space
     • Cultural, Status, Education
     • Audio – Visuals - PAS

  Gateway to Communication

     • Barriers removed is a
       GATEWAY created.

     • Effective Communication is
       about Connecting to the
       other person.

   The Communication Process….
    Sender                           Sender
    1. External Environment          1. Has and Idea
    2. Internal Stimuli              2. Encodes the Idea
    3. Experience                    3. Transmits Message
    4. Skills
    5. Attitude
    6. Perception
    7. Beliefs
                                       Medium        Receivers
                                                     1. External Environment
                                                     2. Internal Stimuli
                                                     3. Experience
                     Receiver                        4. Skills
                     1. Gets the Message             5. Attitude
                     2. Decodes the Message          6. Perception
                     3. Receiver Sends Feedback      7. Beliefs

  How do we Articulate?

                                     Tone                       “Darling, I Love You”



  The Process needs to be Articulated well..

     • The Articulation Process

     • Articulation Skills
     • Major Barrier: Common
       Beliefs and Attitudes Impact
       on Articulation
     • Listening Skills
     • Observing Skills
     • Giving Feedback

      We add a lot of Meaning & Interpretation
             to what we see and hear

              Also how we Interpretate is our Attitude

Common Beliefs and Attitudes Impact on Articulation

1. I shall always be correct in my usage of language.
2. I shall always be accurate in content.
3. I cannot commit errors.
4. If what I say upsets the other person, it might ruin the relationship.
5. It takes a huge effort to express my thoughts clearly.
6. I will always continue to search for the right words halfway through my
7. My articulation style should not be different from my group/team.
8. I do my best as the ‘Sender’ of the communication; after that it’s upto the
    listener to understand and respond.
9. Other people who are listening, generally think they know what I am going to
10. I should be able to answer any question posed to me by anyone, at any

Common Beliefs and Attitudes Impact on Articulation
11. It is not important for me to have an opinion on major social, economic and
   political issues.
12. ‘Small talk’ is a waste of time.
13. I hesitate before asking a question or making a comment because I might
   appear to be stupid/ignorant.
14. I am not confident about my own opinion; other people seem to be clearer.
15. I need to have a different style while articulating with a senior/superior.
16. If I provide constructive feedback to someone, he/she might feel offended.
17. I mostly communicate on e-mails; so I don’t need to speak that much.
18. My opinions don’t count anyway – so why should I give them.
19. If I vocally admit and accept my mistakes, it is a sign of weakness.
20. I am not paid for my articulation skills

  Exercise – Stand up

  Listening : A Lost Art

                                        The most Neglected
                                              part of

  Listening - Hearing

     • Hearing is just with ears
     • Listening is Understanding
     • Eg: Employee asking for Raise …Boss says “NO”
       (say “no” without listening and say “no” after
       listening and explaining the situation)

  Basic reasons we Do Not Listen

     •   Listening is Hard Work
     •   The Rush for Action
     •   Speed differences (120 wpm v/s 360 wpm)
     •   Lack of Training

                Flaws in the Listening Process

                  Selective Attention

                  Selective Perception

                  Selective Retention

  Ex: Selective Listening

  We listen what we want to…

       From : Managing Director
       To : Vice President
  “ Tomorrow morning there will be a total eclipse of the sun

     at nine o'clock. This is something which we cannot see

     everyday. So let all employees line up outside, in their

     best clothes to watch it. To mark the occasion of this

     rare occurrence, I will personally explain the

     phenomenon to them. If it is raining we will not be able to

     see it very well and in that case the employees should
       assemble in the Canteen.”

  From : Vice President
  To : General Manager

     “ By order of the Managing Director, there will be a
        total eclipse of the sun at nine o'clock tomorrow
        morning. If it is raining we will not be able to see it in
        our best clothes, on the site. In this case the
        disappearance of the sun will be followed through in
        the canteen. This is something we cannot see
        happening everyday.”

  FROM : General managers
  To : Industry Managers

     “ By order of the Managing Director, we shall follow

        the disappearance of the sun in our best clothes, in

        the canteen at nine o' clock tomorrow morning. The

        Managing Director will tell us whether it is going to

        rain. This is something which we cannot see happen


  From : Industry Managers
  To : Location heads

     “ If it is raining in the canteen tomorrow morning,

        which is something that we cannot see happen

        everyday, the Managing Director in his best clothes,

        will disappear at nine o'clock.”

  From : Location heads
  To : Marketing Executives

     “ Tomorrow morning at nine o'clock, the Managing

        Director will disappear. It's a pity that we can't see

        this happen everyday.”

  The Three Levels of Listening

           Turned Off                     Turned On   Tuned In

           Passive                        Selective   Active
           Listening                      Listening   Listening!

  What Is The Difference?
        Passive Listening
           Listening, but not responding

        Selective Listening
           Listening to what you want to hear / what interests

        Active Listening
           Listening and comprehending everything and giving a

  The Active Listening
 Do’s                                        Don’ts
 • Focus on Speaker                          • Don’t be preoccupied
 • Have Eye Contact                          • Avoid advising,
                                               diagnosing, criticizing,
 • Being Open Minded & Non                     judgments & reactions
                                             • Avoid fixing-changing
 • Ask questions                               what the speaker says
 • Let your body give                        • Resists filling every space
   reassuring messages                         with your talk
 • Allow Silence                             • Don’t ignore the body
 • Reflect feelings and                        language
   Empathize                                 • Avoid Interruptions

                  Empathetic Listening Skills

        Suspend Judgment

        Seek Clarification



        Active Listening Skills

            Now before You start talking about someone take
                         The Triple Filter Test

       1st Filter - “Truth”
                                              If what you want to tell me is neither
   Have you made absolutely                   TRUE nor GOOD nor even USEFUL,
     sure that what you are                          why tell it to me at all?
    about to tell me is TRUE?

       2nd Filter - “Good”
  Is what you are about to tell
       me about my friend
        something GOOD?

       3rd Filter - “Useful”
   Is what you want to tell me
      about my friend going to               STOP GOSSIPING
        be USEFUL to me?"

     Communication that strengthen Relationships

         Give Feedback to people

         Give Honest Sincere

         Acknowledge and Thank

     • 1st year students of MBBS were attending their 1st anatomy class.
       They all gathered around the surgery table with a real dead dog.
       The Professor started class by telling two important qualities as a Doctor.
       e.g. He inserted his finger in dog's mouth & on drawing back tasted it in
       his own mouth.
        Then he said them to do the same.
        The students hesitated for several minutes.
        But eventually everyone inserted their fingers in dog's mouth & then
        tasted it.
        When everyone finished, the Professor looked at them and said:
        The most important 2nd quality is OBSERVATION, I inserted my Middle
        finger but tasted the Index finger.
        Now learn to pay attention.

        Life is tough but it’s a lot tougher when you are not paying attention

      Blacksmith said to the MBA Trainee

                                                     “When the Iron Rod is Red
                                                        Hot, I will take it out.
                                                      I will nod my Head; and
                                                           you Hit it Hard.”


               When you
               REACT you
                your self

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