COMMUNICATION WHAT IS COMMUNICATION ? What are the most common ways we communicate? Written Word Communication As An Entire Behavioural Process Habit Mannerism Appearance Etiquette Its not just what you say…but how you say it! Face to Face Voice Conversation Tone of Voice 38% Body Language 55% Words 14% Words 7% Tone of Voice 86% • In a study of communication at the University of Pennsylvania in 1970 (Kinesics and Communication, R. Birdwhistle), the researchers determined that in communication, 7% of what we communicate is the result of the words that we say, or the content of our communication. 38% of our communication to others is a result of our verbal behaviour, which includes tone of voice, timbre, tempo, and volume. 55% of our communication to others is a result of our nonverbal communication, our body posture, breathing, skin colour and our movement. The match between our verbal and non-verbal communication indicates the level of congruency. 3 V’s Verbal - Speak & Write Non Verbal Voice “ ENERGY ” Spoken Words All communication methods are important, but our emphasis will be upon the spoken word... since 70 % or all our communication efforts are: misunderstood, misinterpreted, rejected, disliked, distorted, or not heard (in the same language, same culture)! In an Organisation •Upward We •lateral have common Goals plan, Execute, Evaluate handle Men and Material are a Team Have attitudes Only good communication leads to results •Downward Downward Communication Communication Down the line. Policies and procedures of the Company, assign goals, point out problems, give feed back. Listen with Attentiveness Seek for clarification Ask Questions Value the input Be empathetic Don’t be Rude ( The picture shows “how not to”) Upward Communication Your Communication with the higher cadres. Progress reports, feed back, Problems Time is important Appointment &Agenda Be Precise Give Accurate Information Clarify your point of view No Assumptions Lateral Communication You with colleagues of the same level - Horizontal Develop Relationships –Give Sincere and Honest Feedback Share Information Avoid Arguments You will be misquoted, since the message changes Argument Vs Discussion Heat Closed mind Exchange Ignorance Express Temper Who is Right? Light Open mind Knowledge Logic What is Right?